Complaints

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• Initial Complaint

  Date:09/15/2023

  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.

  I hired this company to do some plumbing work for me. They came out and found that I had a clog in my drain coming from house. They used a snake to try and remove the clog and in the process caused damage to pvc pipe in home. When this company came out there had been no damage to pvc lines in the basement. After confronting company and asking them to either fix or help fix damage I was told from a manager (****) they they were absolutely not taking credit for these damages. The men that came out personally told me that yes the snaking had caused damage however company does not want to accept credit.

  Business Response

  Date: 10/06/2023

  Ms. ***** originally contacted our company at 6:34 Pm on 9/9 for emergency service, which we were not able to provide. Ms. ***** had contracted with ROTO - ROOTER to provide the emergency service for a clogged main sewer line.

  TLC followed up with Ms. ***** on 9/11 to see if we could offer any additional service. Ms. ***** was given a repair quote from ROTO - ROOTER and was interested in a second opinion because ROTO ROOTER was not able to unclog the line during their service. TLC sent a camera technician at no charge to televise the line and assess any underground repairs that *** be required. Upon arrival the technician televised the line and found the clog was at or near the foundation of the home. TLC then dispatched a drain technician with a standard sewer snake to attempt and unclog the line from the access at the curb. While our drain technician was operating the sewer snake at the curb our camera technician went inside the basement to check for when the line would drain. When TLC's camera technician was inside he discovered the hole in the interior sewer line and had the drain technician stop running the sewer snake before the cable came out of the line. At this time the line was partially unclogged and TLC dispatched a plumber at no charge to assess the repairs of the interior sewer main. Ms. ***** declined the proposal for the immediate work and said she would call back when ready for repairs. TLC collected ***** for the drain technician.

  On 9/14 we returned at no charge for the same clog in the sewer line. TLC dispatched another drain technician to attempt to unclog the sewer line from the curb access again. The drain technician ran the standard sewer snake into the clog which was roughly 30' from the curb access. This drain technician was also able to partially clear the clog. TLC provided replacement options for the underground sewer line as well as the necessary repairs to the interior sewer main. Ms. ***** declined to have the repairs completed.

  Ms. ***** stated her belief in which TLC was responsible for the broken interior line. TLC is not able to accept responsibility for this as the standard sewer snake has no common history of breaking sch.40 PVC during normal conditions, TLC was not the only company dispatched to this property and on our first visit we had 2 technicians on site and identified the break behind the wall before the sewer snake reached that broken area of the pipe.

  We are happy to issue a refund of the ***** collected on 9/11 as we understand sewer issues can be extremely trying and disruptive.

   

  Customer Answer

  Date: 10/16/2023

  TLC plumbing are not being truthful as professionals plumbers they looked at all piping before starting the job that day. There was not any holes in pvc when they started this job. The whole in pvc which cost me ******* to repair was caused by then. On their first arrival they realized that the whole was caused. Y them. Once they had sneaked pipe the 2 technicians explained to me not to use pipe even after they say they had partially unclogged drain as they sent a 3rd plumber to my house later on that evening who showed me the whole in my pipe as well as gave me a quote to fix.. I said to him that was not there before. I immediately reached out to **** at TLC and was told that someone would come out the next day. The second visit a 4th technician came out with a snake stating that the first men had not got the clog out..and proceeded to snake pipe again which produced an even bigger whole technician the replied oh wow I see what happened, he told me that it was caused by the snake as it has a piece in front of snake that spins around to free clogs. I then reached back out to **** at TLC and told him that his company had caused this new damage and **** immediately cut me off and stated Mrs ***** , we are not taking responsibility for this prior to this clog there had never been an issue with PVC As this would have flooded the basement. I want the ******* that I had to pay to replace pvc or I will be seeing them in court. The plumber who fixed PVC also said it was caused by the plumbers snake and would testify as so.