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:10/02/2023

  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.

  We recently dealt with a repair of a damaged sewer line under our rental house. Initially, we believed it was simply a blocked line. We called a plumbing service (not Vietske), and, after inspection, this plumber quoted us an estimate of, ultimately, $13,800including the need to tear up a large chunk of our foundation, plus the excavation and repair of a hole in the middle of our living room. Only after the work started did we discover that the line in question had actually been damaged by a previous repair to a water line; one which ran parallel to the sewer line beneath the cement slab of our house. This water line repair was done by Vietske Trenchless. We completed the repairas we didnt want a large hole and open sewer line in our tenants living roomand called Vietske *****, from Vietske, came out to inspect the section of sewer line, plus another copper water line (all of which we kept, and still have), to assess the damage. ***** admitted that the damage would have been caused by the repair of the water line. He admitted it was Vietskes fault! He also said he would need to talk to **** about what ******* would be willing/able to do to compensate us for the repair. So we waited. And waited. And waited.Finally we called Vietske, and ended up calling them a total of four additional times over the ensuing weeks/months speaking at various times to ****** and ****. Every time, we were told that **** makes these decisions and that **** would be getting back to us. **** never has. Months into this now, even after admitting fault and responsibility, we are still out the cost of repair to our sewer line. We are getting nothing more than ignored.

  Business Response

  Date: 10/05/2023

  The customer did call our office some time after they had the repair done. I did talk with them on the phone and scheduled ******, the Operations Manager to go by their house and assess the situation.  We had done a water line repair in May of 2021. At that time it seems that there was possible damage done to an un-located sewer line that apparently was right next to the water line as it ran under the concrete slab. ****** met with the customer and explained that it was possible the work being done 2+ years prior to this may have caused the damage to the un-located sewer line.

  Our estimates state specifically that any damage to un-located utilities will be an additional charge. Of course we, nor the customer had any idea at the time, or for the next two years that any damage had occurred. He also explained that our warranty covers our company fixing the issue, it does not cover paying someone else to come in and fix the problem, certainly not without our knowledge or agreeing to do so.  He explained that if they had called us first, before they had the work done, that we would have come out and assessed the problem and come up with a solution. 

  In this case there was a much simpler solution for the repair that would not have involved tearing up the floor inside, and our costs (as an additional charge per the estimate) for that would have been around 1/5 of the cost they ended up paying someone else to do. ****** explained this to the customer in person, and I explained that to them over the phone.  

  We understand this is a frustrating problem for the customer, and that is not the answer they want to hear, but it is what the estimate says  and the way our warranty works. 

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20686160
  
  I am rejecting this response on three points:

  1)  I am concerned that the respondent may be talking about a different incident, possibly with another client.  The person that came out to inspect our damaged sewer line identified himself as "*****", not "******".  I recognized this person as the primary contact person from our previous repair done by *******, also, at that time, identifying himself as "*****."  In fact, this "*****", after inspection of the damage, said he would need to get in touch with "****" ("******" perhaps?) to see "what we can do."  At that time, we were told that only "****" could make those decisions and that he was currently undergoing some kind of medical issue and that either he or "*****" would get back to us as soon as **** was able to make a decision.  Since that time, each time we have called *******, we have been told that "****" is who we need to talk to, that he is "currently out of the office" and the he will "give us a call as soon as possible."  He never has, and, so far as we know, we have never spoken to a "Nate", or "******".

  2) As far as the "un-located utilities"; we were aware of that caveat when we signed the estimate with *******. Our question is; whose responsibility is it to mark and locate utilities before an excavation job, and pulling a large metal wedge through an existing water line that Vietske was well aware may run parallel to other lines beneath a foundation (per "****" on a subsequent phone call, saying "water and sewer lines often run together")? Nowhere in *******'s estimate does it claim that that responsibility is the homeowners. Nowhere does it claim that this caveat remains in perpetuity. And, nowhere does it claim that ******* MUST be the company to fix the issue, whether that issue occurs at the time, or two years down the road.

  Finally, 3) The fact that "we would have come out and assessed a ... much simpler solution for the repair that ... would have been around 1/5 the cost..." is a moot point. We, as landlords, fielded an issue from our tenant regarding a backed-up sewer line. We called a plumber. Why would we call an excavation/trenchless company to come fix what we assumed was a routine plumbing issue.  Only AFTER the extent of damage was assessed, our foundation torn and removed, and the full extent of damage revealed, did we know we had a larger issue at hand.  At that time, we had already signed a contract with Straight Shooter Plumbing, had our foundation removed, and had an open sewer line exposed in our tenant's living room. Our tenant's could not use half of their house, nor any of their bathrooms. Therefore, we did the most prudent thing and had Straight Shooter finish their job.  We are simply asking for recompense for the repair costs for damage that Vietske Trenchless ADMITTED to causing.

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

  Business Response

  Date: 10/16/2023

  Response to "rejecting on three points".

  1) I talked with **** originally on the phone, and told him I would have the Operations Manager, ***********************, come by to discuss the problem, which he did. ****** was the lead technician when the water repair was done as well, which is why you recognized him. ****** told **** he would need to discuss with **** Vietzke, the owner of the company. **** has been out of the office recovering from major surgery for the last six months, which is what ****** told him.

  2) Utilities outside the home are located by the individual utility companies, which they were. No one locates utilities inside the home. As mentioned previously, it is rare to have a water line sitting so close to a sewer line. By the way, our name is Vietzke not Vietske.

  3) It is a moot point in that this falls under the Un-located or unknown utilities clause more than the warranty.

   

  **********************

  Business Development Manager

  Customer Answer

  Date: 10/22/2023

   
  Complaint: 20686160
  
  I am rejecting this response though any further communications with the business seems pointless. They seem perfectly content to argue who communicated with whom, who we've actually spoken with, and the proper spelling of their company name, rather than the fact that *****/******/****/****/******/***** ADMITTED the damaged was caused by them when we first spoke to him. Apparently, responsibility and "satisfaction guarantee" doesn't matter as much to VIETZKE as getting the company name spelled right. So, at this point, I'm done.

  My original concern/complaint remains...buyer beware.

  BTW,  I believe your name is ***** "************", not Chalresworth, but whatever....

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

• Initial Complaint

  Date:12/14/2022

  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.

  Paid for septic install in July 22- to be complete within 6 weeks maximum at that time. It is now December 2022 and all I get is excuses, I have been out of a home for 3 months in ************************, and now ive been forced to rent because my RV has no running water and my site is not livable, one excuse after another he keeps trying to extend. I had to rent a home because I couldnt live on my property because of him. every day is costing me because of him, and my Dad and grandfather were past customers. Zero out of zero.

  Business Response

  Date: 12/28/2022

  We have contacted the customer and explained that all of the issues that were holding up the job have been resolved and we are ready to complete the final backfill and inspections. We are working on a time that works for both of us.

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18573200
  
  I am rejecting this response because:I have been lied to a number of times. When they called- they told me they would get it done and that the inspection was set for yesterday. i called the engineer and emailed him myself (***********************) and was informed they are nowhere near to ready for inspections. 

   

  This is costing me thousands of dollars a month. 

   

  I want it done now.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/31/2023

  Inspections were finally done and approved. The remainder of the job is in progress. The crew is actually onsite today, january 31st. Tell us why here...