Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 17th, 2025, I contacted Plumbing Pals ($78.) about an issue with ponding water in. my kitchen. Their employee came & looked around. He stated that It wasn't any issue inside with the plumbing and that the water was entering the house from outside (see video). Because of his recommendation, I hired a contractor ($2,250.) to do the recommended repairs (see receipt). After the work in the yard was completed, I used a blower, heater and a dehumidifier to remove and dry up the floor. When this did't work, I contacted Plumbing Pals (Mar 3rd, $575.) again to have my outer drain cleaned. With no relief in sight, my floor became more and more saturated, I had to eventually have the kitchen floor pulled up ($450) because it was still totally saturated (see pictures). I have RING camera footage of the initial false discovery as well as the work being completed outside of the house. Unfortunately, this file isn't large enough to upload all of my evidence. I am able to provide it when the time comes.

  Business Response

  Date: 04/29/2025

  The client did call us for a service call for a leak that she did not no where it was coming from, our tech did go out and evaluate and could not find no active leak, if we gave them a recommendation to call another professional that's not on us for the work she had completed, the client did call us back on March 13th and the following Clear line using high pressure ****** only (first hour). Customer states yard ********************** was slow that in bed of rocks. Clean all rocks from around drain line lid removed lid and debris from drain line that I could see. Followed by hydro water jetting yard drain to give a proper cleaning and blow everything out to main sewer line traveled from yard drain out to front of property no issues line is clear and flowing when to front of property to be sur, nothing in your bill makes us liable for a active leak that has been going on before you called us, we give suggestions. 

  Customer Answer

  Date: 04/29/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23260207
  
  I am rejecting this response because: there was an active leak in the house that their technician didn't fix. He negligent assessment had me focus my attention outside. At the very least,  they should take responsibility for the work that was completed by their company. 
  
  
  Regards,
  
  **** *********
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 04/30/2025

  To my knowledge, no one hires a plumber for a suggestion or recommendation. Their licensed plumber came out and made a poor assessment of the situation. Under the advice of their licensed plumber, I made a judgment call (be it wrong) to fix the "diagnosed" problem.  Once that area was fixed and no solution was at bay, I had to start again at square one. I  believe their company should at the very least reimburse me for the payments made to their company. 

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had the company fix a sewer back up. The next day I had the same problem. I was mislead by the technician saying I had a 30 day warranty which I never would have gotten the work done if I knew they would not horror there grantee. They claim it was a exclusion no one told me anything about this at the time of purchase. I called many times and they promised to get back to me but never did. Finally they said they did the work perfectly and it all grew back over night. I just wanted the problem corrected they refused to come back out unless I paid them to do the service again even thow I feel it was done wrong in the 1st place.

  Business Response

  Date: 04/12/2025

  Thank you for your feedback regarding the service we provided. I have reviewed your account and the notes from our previous job performed on February 27th, during which we completed a hydro jetting service. We successfully opened the line and, for the safety of our equipment, conducted a camera inspection of your drain.
  
  During this inspection, we identified significant tree root intrusion and separations in your drain line. Our technician informed you about these issues, and we subsequently sent one of our project managers to discuss the matter and provide you with a quote. Unfortunately, that quote was declined.
  
  Since then, we understand that your sewer line has backed up, and when you contacted our office, our staff informed you that the drain cleaning service for a second visit would not be covered under warranty. This seems to be where the confusion lies. We do offer a 30-day warranty on drain cleaning, provided there are no structural defects, cracks, or root intrusions in the line.
  
  Please note that all warranty information, as well as details regarding items not covered under warranty, are clearly stated on all our invoices. This transparency is part of our commitment to ensuring our clients have a complete understanding of our policies.
  
  At our company, we adhere to industry standards and genuinely care for our clients. Had there been no defects or tree roots, we would have honored the warranty for the service. We sincerely regret any frustration this situation may have caused and hope to find a resolution.
  
  Please note that our project manager has also sent you an email regarding this matter for further clarification.
  
  Best regards,

  Customer Answer

  Date: 04/14/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23118456
  
  I am rejecting this response because:
  I had a issue the next day. It was late in day so I'd probably had issues the same day but didn't notice.  

  The technician stated if I had problems in 30 days they'd be back out to fix it.  At no time I was told it would not be due to preexisting conditions.  If I was told at any time the work wasn't guaranteed and may not work id never have that service done.  You can't tell people one thing then change your story and pretend like you did nothing wrong.  
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/15/2025

  Good evening, we camera scoped the line, the owner knew and seen he had a issue, a project manger came out the nexts day, so when did the drian back up again, they didn't Call for with a back more then 2 days, the invoice states your not covered under any warranty with any defects that can cause a back up, how can we guarantee something that's backed up is going to clear or not backed up, we can't till we camera the line at that time you were made aware of the major defects you had, and a project manager came out to give you a estimate, if you went and fixed the tree roots and defects, you would not be backing up again, drain cleaning is a Temporary solution to the problem, we open the drain it was draining fine when we left, you were made aware of the major issues and chose not to fix the problem. This is not our fault. 

  Customer Answer

  Date: 04/17/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23118456
  
  I am rejecting this response because:  1st off i don't appreciate being called a liar.  That's very classy especially for someone running a business that's suppose to provide a service to people.  Perhaps that is why you didn't receive my complaint for who ever you have answering your phones over there.  They blew me off several times and basically told me to go f myself.  I never signed off on any invoice stating what you said.  You have a in home representative saying it's covered the work gets done a credit card is swiped or card was called in.  What were saying may have been what's suppose to happen on your end but it didn't.  
  
  
  Regards,
  
  ***** *******