Complaints

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

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  Black Lake Plumbing

  Olympia, WA 98512-2231

  
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  Black Lake Plumbing

  400 Union Ave SE Ste 200 Olympia, WA 98501

  

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:12/23/2024

  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.

  I called an made a appointment for December 5th for a clogged toilet in 1 out of 4 bathrooms on the far side of my home, all other bathrooms worked properly. They came and looked around for($330) and determined it was a issue for a septic tech and didn't want to address it until they looked at it. The plumber was pretty sure that was the issue and said if they had to come out agin they woul give us a "Deal" for having to come ba k out. I had a septic tech come out and found a loose wire and fixed but we still had issues with the same bathroom. I called up the same company and they came out again December 13 and charged $432.35 to snake a line and left. A couple days later the exact same thing started up and I called to see if they would fix it and was told I would be charged the same amount to do it agin!!! I don't know what i can do, I have giving this company almost$800 and they want more. Please help

  

  Business Response

  Date: 02/14/2025

  This customer called us on December 4, 2024 stating that they had a clogged toilet in one of their bathrooms. We were able to schedule him for the next day. When we arrived at the customers house, we started testing the system, and after a little while the drain started backing up. We then went and checked the clean out to see if it was full and it was so we then pulled the lid to the septic system and discovered the tanks were full, and the pump for the drain field was not working. We recommended that they get their tank pumped so that we could actually clear the line. We were on the job for just over an hour so we charged the customer for one hour of ********************** advised them to call us back when the septic tank has been pumped so that we can resolve his issue.

  The customer called us back the morning of December 13, 2024 and stated that he had had the septic tank pumped and the pump for the drainfield fixed and he was still backed up. We were able to squeeze him in right away so that we can get this customer taken care of. Clearing the system was not easy on this particular project. It took over an hour just to get the lines cleared. After clearing the lines, we filled up the bathtub five times and flush the toilet about 10 times all while filling and draining the kitchen and bathroom sinks to be sure that the lines were completely clear. The customer was watching us perform these tasks and he was happy with the function of the system before we initiated the billing process. We had told the customer previously that we would give him a deal for having us back out. Being as this was such a tough clog and we checked the system so thoroughly being there for in total over an hour and a half we charge the customer $543.76 which is a standard charge for a tough snake job. To honor our word that we would give him a discount we took $150 off that price. By taking that much off the price, Black Lake plumbing, didn't even break even on the job, but customer satisfaction is pretty darn important to us so we took a little hit. 

  A few days later, the customer called back and stated they were having a problem again. I was sympathetic and said we would come back out and take a look at his drainage system to see what's going on. At this point we felt like either they are flushing something down the toilet that they shouldn't be, or their piping for their waste system may be back grated or running flat, causing stoppages. The customer declined. 

  The customer wanted us to come out and do the job again for free. I told him that if it is something that we did wrong we would absolutely warrantee our work. I also informed him if this is a new clog or there is something going on with your drainage system. We would definitely have to charge you for that. The customer again declined.