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:05/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Do not hire this company. We hired this company to clear a home in house sewer line. They Invoiced $849.66 Invoice # ***** They tested the system, and it overflowed, water drained from the upper floor and down 3 floors to the basement. and numerus carpets need cleaning, no rebate to clean the carpets.One week later the sewer system plugged again, they denied warranty.We are not happy.They do not deserve one star.

• Initial Complaint

  Date:12/17/2022

  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.

  On October 6, 2022, I contracted a plumber, LaVergnes *********************************************** (LaVergnes) to clear a blocked pipe in my kitchen and laundry room. A plumber from LaVergnes arrived at our home on the morning of 10/6/22 and began inspecting the issue. Shortly after, I was informed that we had a mainline clog that would require an access point to be installed to resolve the clog. I was presented with 4-5 options of solutions to resolve the issue, ranging from a band-aid solution to a premium package. The plumber recommended the premium package, which included install of the access point, power clean of the main line, flush and purge of fixtures, as well as other functions listed on the included invoice. I selected the premium option as that was recommended by the plumber and would fully resolve our issue. The price of the premium package is the disputed amount of $2,538.72.The plumber began working on the mainline access point install. The total install took about six hours. At roughly 4:15pm on 10/6/22, the plumber informed me that our main sewer line needed replacement and estimated the cost of replacement be between $8,000 to $15,000. I was not prepared to contract additional services at that time so the plumber made a plan to return in the morning to give an exact quote.On the morning of Friday, October 7, 2022, the plumber returned with a colleague to discuss the quote with my husband. The final quote for the mainline replacement was roughly $13,000. My husband informed the plumber that we would not be proceeding with the quote at this time as we wanted to explore further options. The plumber left our house approximately 9:30am on 10/7/22. On the evening of Saturday, October 8, 2022, I was doing dishes and laundry and noticed that the sewer from the utility sink had backed up into our laundry room. This was the original issue that we had contracted the plumber to resolve. We contacted LaVergnes around 7pm on 10/8/22 to ask the plumber to return to fix the back up as soon as possible. The plumber planned to come to our house around 8am on Sunday, October 9, 2022.On the morning of Sunday, October 9, 2022 the plumber returned to our house with a colleague and began work inside the house to resolve the clog. After approximately an hour and a half, the plumber confirmed that the issue had been resolved and left. We verified that in fact, the back up in our kitchen and laundry room was now resolved. During this visit, the plumber informed my husband that the quote of $13,000 for the mainline replacement included the $2,538.72 that we had already paid. We did not contract any additional services with LaVergnes. Justification for Dispute:The plumber sold services that were not required to resolve the original issue: The plumber did not use the access point installed on 10/6/22 to resolve the back up in the kitchen and laundry room.The plumber did not complete all services that were contracted: The plumber left our home on 10/7/22 with no plans to return to resolve the original issue we had contracted the plumber for. I was unaware that when the plumber departed on 10/7/22, the issue persisted. Along with this, part of the premium package that was purchased included power clean area main lines and flush and purge fixture lines which I do not believe was completed except for the specific clog in the laundry room. The plumber was deceptive in describing the cost of services: On 10/7/22 when the plumber returned to discuss the mainline replacement, the cost was stated at $13,000 and no indication whatsoever was given that the $2,538.72 that was already paid was part of the $13,000 quote. The plumber changed the quote the next day when he realized we were likely not going to go with LaVergnes for the replacement of the mainline due to the cost.The plumber attempted to sell services which were already purchased: The plumber informed my husband on 10/7/22 that the $13,000 quote included power clean of mainlines and flush and purge of fixture lines, which was already included in the $2,538.72 package that was purchased on 10/6/22.

  Business Response

  Date: 01/18/2023

  To whom it may concern,
  
  First, thank you for giving us the opportunity to work things out.
  
  This is a response to Abigale ******** dispute letter:
  
  Abigale ******** request to dispute the credit card payment is dishonest, fraudulent and is an effort to avoid paying for the tremendous amount of work she authorized to have completed in her home.
  
  10/03/2022 5:29pm, *******'s husband ******* called our offices requesting services for a plugged up Kitchen and Laundry line.
  Requesting at the same time to contact his with Abigale directly for schedules.
  (All calls recorded, Transcript(s) available if needed.)
  
  10/4/22 our office contacted Abigale to work schedules. Abigale requested services for the morning of 10/6/2022
  (All calls recorded, Transcript(s) available if needed.)
  
   10/6/2022 ************** Brain M. was dispatched and onsite at 9:37am. He assessed the problems according to company protocols and presented 5 different options with pricing to solve the apparent problem(s)
  
  Here is ***** Ms brief summary of the customer interaction and work performed:
  
  -
  When I arrived, the wife was home but not the husband. I followed our protocol and investigated the problem. There was no visible exterior cleanout, so I checked out the crawlspace and found where the pipe exited the home. I presented options for installation of a cleanout and drain cleaning services. I had her confirm her choice with company protocols in mind. She chose the top option, which allowed me to do the best possible work with the equipment on hand. 
  
  I got to work immediately, and dug up the line just outside the front door, and installed a cleanout. I then jetted the line and scoped it with a sewer camera, confirming the main line inside the house was clear. When I scoped down the exterior main sewer line, I quickly realized that the main line had catastrophic failure and needed replacement. Not wanting to continue flushing the branch lines failed exterior main pipe, I stopped at this point and spoke with the customer, explaining the problem and showing her pictures and video of the broken sections. We briefly discussed the scope of work associated with a main line replacement, but she said she would need to speak with her husband. 
  
  
  I paused the job there and returned on what I believe was the next day with another Service Tech, ******* to present options for replacement. From this point on I spoke only with the husband and did not see the wife, though she was apparently in the home both times I came back. I presented scope of work and options to him again per our companys protocol. He quickly declined any work, citing price and needed time to consider. He clearly didn't want us there any longer, so I left to give them time & space to decide what to do.
  
  Later, he called again to have the branch lines flushed out. I went back with ******* the next day to do that. I spoke with him briefly about my concerns for the main line, and then got to work on the branch lines that were trouble areas, jetting and flushing out a large amount of eggshell fragments from the branch lines draining the kitchen sink, utility sink, and washing machine. The lines were flushed until clear.
  -
  
  
   10/8/2022, (Saturday Night) our offices received a call from ******* that the line was backing up again, we immediately set up two technicians to re- hydro jet the lines again through the access we installed and we were able to clear the line again. This time the lines were full of large volume of solid matter mostly consisting of eggshells
  (Pictures & Video attached.)
  
  We believed that our services went above and beyond of what was expected in our scope of work. The main underlying cause of any current or future back *** is the failed mainline and/or improper use of the drain lines.
  
  ******* (the husband) has indicated he intends to replace the sewer himself and did not agreed with his wife decision to have the work done.
  
  Abigale has never called or communicated in any way besides this dispute about be unsatisfied. In fact in her request disputing the charges she actual states: We verified in fact, the back up in our kitchen and laundry room was now resolved.
  
  In recap Not only did we accomplish the original scope work, but did return in an attempt to go the extra mile and above and beyond. ******* was happy with the work when we left. This appears just to be an attempt not to pay for services authorized and completed.
  
  The following is available to support what we did:
  Voice Call recordings & Transcripts.
  Text and email exchanges.
  GPS logs, showing travel & work times on site. (13 hrs & 32 minutes)
  Material & Equipment list.
  Pictures and Video showing jobsite details (attached)
  Signed copies of the Job Estimate (attached)
  
  Signed copies of the Job Invoice (attached)
  
  Signed copies of the customer Disclosure (attached)
  
  Signed copies of the ***** (attached)

• Initial Complaint

  Date:12/15/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Nov 28: Called LaVergne's due to tripped sump pump circuit breaker that wouldn't reset. Plumber found about 6 inches of standing water in crawl space under our house. Quoted $1,400 just to drain the water and diagnose further. ******* refused to provide additional quote for new pump, dehumidification, or any additional repair; stated any additional cost would be determined AFTER he drained the water and diagnosed further. We reluctantly agreed to pay $1,400 for the drain/diagnostic. BEFORE draining any water, plumber asked for TWO signatures: one "Customer Authorization" signature for the diagnostic charge, and another "Customer Acknowledgement" signature that all work was completed. Thankfully, my wife only signed the first line. Plumber was unable to drain crawl space and unable to diagnose why water wouldn't pump out (possible bad check valve, possible clog; he didn't know for sure). ******* was to return next day to try again.Nov 29: Dispatch reported plumber running late. Plumber later called offering an evening job or next day. We called dispatch, canceled the job, and requested a ****** so we could pursue other options to drain the water. Invoice states, "I understand that if I cancel the job, up to a maximum of 50% of the work agreed upon will be ******ed." LaVergne's plumber never drained crawl space nor was he able to definitively say why he couldn't drain it, so we expected the max ****** of 50% or $700. Dispatch said plumber would update the invoice.Nov 30: Plumber retrieved tools but failed to provide updated invoice. We provided no additional signatures. We assumed plumber had to update his paperwork and that LaVergne's would email us the final invoice reflecting the ******.Dec ****: Made several attempts to get ahold of plumber, billing department, a manager, or an owner to discuss our ******. No one contacted us to explain why no ****** has been issued. Dispatcher has taken the brunt of our frustration yet says she's passing the messages.