Complaints

This profile includes complaints for Drain GO Plumbing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Drain GO Plumbing

  6883 Highway 14 Brighton, TN 38011-6671

  
• 

  Drain GO Plumbing

  257 Galilee Church Rd Brighton, TN 38011-6843

  

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:01/25/2024

  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 Nov 30 2023, DrainGo was sent by American Home Shield to replace a hot water heater. DrainGo charged me $325.00 for water line modification. They hooked 2 copper pipes up to the new water heater. I discovered that 1 of the pipes is leaking and has been for a while because theres rust on top of the new water heater. They wont come out and fix it without charging me. Obviously this is either a faulty pipe or faulty workmanship. All I want is for DrainGo to repair the problem without charging me

  Business Response

  Date: 02/01/2024

  I sent a tech out to there wed. This should be resolved. THanks 

• Initial Complaint

  Date:08/07/2023

  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.

  In May this company was sent to my home to repair a plumbing leakage in my bathroom. The workers came out and actually y cut out a section of my wall to detect the problem. They entered documentation that the problem was solved. It was not. After a second visit, they again submitted documentation that the problem was solved, and still did not repair the cut they made in my wall. Here it is I have the same problem, after having to pay to have my ceiling repaired and repainted after them saying repairs were made. Again I will have to have the water damage to my ceiling repaired and repainted.

  Business Response

  Date: 08/09/2023

  You have a home warranty american home shield they pay to have the drywall cut repaired. If you are still having a leak you can call them & get them to send a claim for us to come back out but the plumber doesnt fix the drywall they send a company. Thanks 

• Initial Complaint

  Date:07/26/2023

  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.

  Draingo left a ditch that they dug open in the middle of our front yard. When asked to finish the job they said that landscaping wasnt included. This is a safety issue.

  Business Response

  Date: 07/27/2023

  An estimate was sent to this customer on 6-15-23 quoting the price of the job and that this estimate does not include the landscaping of the property. We do not tamp over the top of a newer installed sewer because is jeopardizes the integrity of the install. The earth must naturally settle around the pipe to insure the pipes will remain at the proper grade for correct drainage. This is why the estimate explains we responsible. The customer contacted my technician and requested we return to complete the job. The job is complete as to what they were quoted. Customer was told that we could return for $300 to level the yard, which covers the companies fuel and equipment cost. The customer refused. On 7-26-23 *********************** called my office and requested to speak to me. I called **************** in attempt to reach a resolution to his complaint and he immediately began to cuss and threaten me, physically and legally. He hung up on me. He called me back a few minutes with further threats, before hanging up on me again.  

  If **************** would like to call back to our office or reach out to me again( he obviously has my number) , I would love to speak reasonably with him to reach a solution to his issues. However, I will not respond to threats or aggression, when we completed the task we were contracted to complete entirely. 

  I have attached the estimate sent on 6-15-23, as well as the final invoice on 6-22-23. 

• Initial Complaint

  Date:06/15/2023

  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.

  Drain Go was secured by my warranty company (AHS) and sent out 2 people over the course of 2 days to assess a broken water line. The assessment was wrong and this information was sent to my warranty company resulting in their denial of any payment. The assessment reported that the leak was coming from "outside of the foundation." This is untrue. The leak was contained within the home, is accessible within the home, and was located between the bottom floorboard and foundation of the home (crawlspace). Outside of the foundation is sewage lines etc and not the cause of the issue. There were no pictures taken or showed to me or the warranty company. And the result was to replace the ENTIRE system ($4725.00) rather that the ONE water line.

  Business Response

  Date: 07/05/2023

  Since the homeowner feels the issue was misdiagnosed by Draingo, we will be issuing a refund check for the cost of the service from the home warranty. We are sorry for any inconvenience.

• Initial Complaint

  Date:12/14/2022

  Type:Product 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 filed a warranty on a hot water heater that paid for parts and labor but the company said they made modifications which charged me $225 ok out of pocket charges. I took before and after photos and the only modification was they took off my pipe installation that they did not replace and about a foot of pipe and fittings.

  Business Response

  Date: 12/15/2022

  The warranty does not pay to make connection on rigid pipes. If the lines going to water heater were where they could be removed & screwed right back into place then the warranty would cover this. But this is not the case it has to be cut & replaced with new pipe, couplings & connections. Thanks 

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18575635
  
  I am rejecting this response because:
  The pipes were not replaced. Only 1 pipe had a 1ft section replaced and the other was cut close to the connection point. Therefore they charged me $225 for 1ft of copper lines. See attached pictures. 

  Sincerely,
  
  ***************************

  I apologize, I selected them but here they are, the before and after.
  
   Sent from my iPhone

  Customer Answer

  Date: 01/03/2023

   
  Date Sent: 12/15/2022 1:07:19 PM
  

   
  Complaint: 18575635
  
  I am rejecting this response because:
  The pipes were not replaced. Only 1 pipe had a 1ft section replaced and the other was cut close to the connection point. Therefore they charged me $225 for 1ft of copper lines. See attached pictures. 

  Sincerely,
  
  ***************************

  I apologize, I selected them but here they are, the before and after.
  
   Sent from my iPhone

  Business Response

  Date: 01/03/2023

  If the warranty doesnt cover it you are paying for labor & material. So there will be no refund. Thanks 

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18575635
  
  I am rejecting this response because: this company is falsely charging for parts that were not installed. They are frauds and unethical. Never would I have thought a business would treat their customers this way.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/16/2022

  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.

  We originally had an 80 gal. hot water heater that was leaking around the threads where the pop off valve screwed into the side of the tank. We filed a claim with First American Home Warranty on May 4. Drain Go was the contractor sent by the warranty company to inspect. The tech came and told us that it would need to be replaced. From May until Nov we had been going back and forth to get it replaced. We were given excuses that they could not get an 80 gal., its not made anymore, they don't have it available, its the suppliers fault, only available in 3phase not single phase, etc. Finally on Nov 3, 2022 we were called by Drain Go and told specifically that they cannot get an 80 gal. but could install a 50 gal. with a mixing valve and A BOOSTER. They came to install the new *** on Nov. 7 they broke our door frame by installing the 50 gal. They had just stuck the Romex into the knockout with no connector and wire free hanging STILL WIRED TO A 50 AMP BREAKER WHEN *** PROTECTED CIRCUIT CAPACITY IS 30 AMPS ON NEW ***. THERE WAS ONLY A MIXING VALVE AND NO BOOSTER. This is FIRE HAZARD. We called Drain Go on Nov. 8 to report issue with their work. On Nov. 9 they installed a Romex connector around the actual wires and their insulation, not the outer sheath insulation. This caused our lights to flicker and our breaker to trip. We now had NO working ***. They could not fix the electrical issue. FAHW was then called and told us an electrician had to come thru the warranty with availability Nov 15. So we had to fix out of our pocket if we wanted hot water between Nov ****. We had ****** Electric run a new feed to *** and NEW 30 amp breaker to have hot water on Nov 9. Since Drain Go installation on Nov 8, we do not have the supply of hot water we had before the work was preformed. We cannot shower in our master bath upstairs. We contacted FAHW and started a recall process. Drain Go inspected Nov 16 said everything was fine. We do not have equivalent 80 gal *** or hot water supply.

  Business Response

  Date: 11/17/2022

  Unfortunately we work for the warranty & they arder the water heater. We went three times to pick it up & they ordered the wrong thing. They finally said the 80 is now commercial & got the 50 with mixing valve ordered. I hate that you had to wait so long but I work for them & cant just go out & buy one. We have been back out & corrected the issues with the door & wires on top. See pictures. There was a little scratch on the frame but there was no way to get the 80 out of there that would not have caused damage. Thanks 

• Initial Complaint

  Date:09/02/2022

  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.

  Worked with Draingo to run all new plumbing (8k)and drains (8.5k) in our home and was told they were not finished and they would be back to hook up all our fixtures later they wouldn't install them. was told unless they did it all at once on the plumbers timeline they wouldn't install them. Meanwhile we had no working plumbing in the house for months. When we asked to at least hookup the toilet we were told no and that they charge $450 a fixture to install when they had told us it was included. No contract of course. So we hired 2 other plumbers to hook up the fixtures, took a day. They both attest that all the drains that were installed were in the wrong locations such as toilet drain 2 ft from the wall etc.. vanity drains at the wrong height. shower drains in the wrong locations, the showers and dishwasher did not have lines run to them, needed to buy all new stuff to get them installed. We spent over 4k to have it all corrected and when trying to contact the plumber he told me to stop calling him and call the office and I called the office to speak to the owner and he doesn't return my calls. Furthermore, they did not replace all the plumbing, the old degraded plumbing was still connected into their new stuff and of course the pipe broke as it was 25 years old and we were without water for 4 days. We were way overcharged and the quality of the work was poor and we were lied to with no clear contact, I will never do business with Draingo again. They should pay for all the costs we had to incur that they said were covered.

  Business Response

  Date: 09/21/2022

  We installed the plumbing in this home, as per direction from the homeowner as to where fixtures would be located. The plumbing was installed to plumbing code. We did inform the homeowner that we would return to set fixtures when ALL fixtures were ready to be set. We cannot go out and install a few fixtures at a time. I personally visited this job. everything thing was installed properly that I observed. We did not get a phone call, prior to the 2nd company, allegedly removing and reinstalling the plumbing we has installed. Had I been given the opportunity been available to me, I could have inspected and made any correction necessary. I was not given this opportunity and will not be issuing a refund. I held a check for this customer after work completed for well over a month in an attempt to help him. Draingo Plumbing have trained professionals and we have our work inspected by unbiased inspectors when available, to prevent this type of thing from occurring. Unfortunately, this is not an option in the area the work was performed. We stand behind out work and always have. NO ONE at my company was notified prior to customer paid someone else. 

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17808817
  
  I am rejecting this response because:

  I have ample proof of communications attempting to contact them and resolve the issue before I had to hire someone else that would actually do the work the were hired to do. The plumbing was incorrectly installed and 2 licensed plumbers are willing to attest to that. It cost over $4,000 to fix the mistakes, as for them bot wanting to install the fixtures unless it was an easy job they could do in an hr that's absolutely ridiculous, we had to live without working plumbing for over 2 months because of that and we still to this day do not have the whirlpool tub yet. Thank God we atleast have toilets and showers and a sink hooked up though. Furthermore I also have text communication from their main plumber saying they would not install any fixtures as per the agreement unless they charged us even more.. also the amount we were charged for the work is roughly 3 times what it normally costs and we did not know that. As for the quality of the new plumbing, well it's not all new they didn't do all new plumbing and drains like they said they had, we had a pipe blow and lost all water for several days because it is still attached to the old plumbing. 

   

  we want to be refunded for all the money we had to spend to fix their unprofessional, overpriced work and will not be a victem of their scams. Apparently everybody that lives in this town knows not to do business with them but unfortunately we didnt so it cost us a lot. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/18/2022

  The drains and service lines were installed to code as per the homeowner providing information to where fixtures were to be located, without a drawing. Drains and service lines do need to be modified sometimes  after initial installation, even if drawings are provided. Draingo warranties all work performed and the work was completed properly to accommodate all fixtures per information provided by homeowner. Draingo was contacted after said existing work was torn out and repaired by another company and not before. Therefore, no warranty was attempted to be used. As to the complaint about not setting partial fixtures... We do not complete setting final fixtures, unless all are able to be set. The main purpose for this is not only a time restraint, because of several visits vs one, but we can not fully test the entire home. If all fixtures are not set and some are being used, a stoppage of any sort could cause a flood of the home, which could damage property. We will not and do not partially final homes. The estimate to replace all drains was given and approved for $9200. Homeowner paid $8400. The additional cost for setting fixtures was the remaining balance of the $9200, which was never performed. We would have set the remaining $800 owed. If any modifications were required, this work would have been performed at no additional cost to homeowner.