Classic Drainage Inc

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is quite satisfactory to me.  At least it will be, as soon as I receive the check. It was very generous of Andrew to offer to refund the full charge instead of half.
Regards,
[redacted]

I discussed this with [redacted] on 9-2-2014. I agreed to send her a full refund of $455.00. Refund was mailed today 9-3-2014. She agreed to remove complaint. Any questions, I can be reached at ###-###-####. 
Andrew B[redacted]

On 6 June, I contacted Classic Drainage via their website, to request a quote to fix a problem that was leaving the corner of my basement wall damp. I received a reply from Pam very quickly letting me know that someone would be contacting me shortly to set up a visit to review my problem. A couple of days later, I had still not heard from anyone, and so I called Pam back. She apologized and said that Andrew would be the person getting back in touch with me, and that he was "very busy", which is why he had not contacted me yet. A day later, I received a text message from Andrew letting me know that he could come over to evaluate my problem. When I asked him when we could make the appointment, he said he did not know, but that he would come by when he could fit it in. I told him I wanted to be present at the time, and he said that since the work was going to be outside of the house, the customer doesn't really need to be there anyway. I told him to go ahead and that I would wait for his estimate to arrive by either postal or email.
A week went by and I did not receive any communication from Classic Drainage. I again contacted them, mentioning that I had not received an estimate for work or even what the work would entail. I also mentioned that I did not feel I was receiving very good customer service response. Andrew B[redacted] contacted me again, apologized, and said he would finally be able to come over to assess my problem--I realized at that time that he had not come over to my house while I was not there to make the evaluation--and give me an estimate. Andrew came by, seemed pleasant, told me what work I needed to have done, what it would cost me, and also that the main problem was coming from the downspout on my neighbor's townhouse, hence, the resolution would have to involve my neighbor. Andrew mentioned that this was a type of work that they routinely do at townhouses, and that the actual work would only take one day. I asked that Andrew provide me with a written estimate for the work so that I could present it to my neighbor, and Andrew said he would do so in the next few days.
I sent an email to my neighbor (who lives in Chicago) about the work that needed to be done, and the likely cost. My neighbor said he would be coming back to the area the next week, and he asked me some specific technical questions about what would be done. I told my neighbor I would call Classic Drainage to see if Andrew could come back to explain to him the work to be done. On Saturday, 25 June, my neighbor and I met, and Andrew was kind enough to come over and explain everything to my neighbor and myself.
At that same 25 June appointment, Andrew, in face-to-face conversation to myself and my neighbor, again stated that he routinely does townhouse work of the exact type that was needed, and also pointed out that the Classic Drainage web site has many highly satisfied testimonials from homeowners having had similar work. Andrew asked me when I planned to have the work done, and I mentioned "around September". Andrew again directly told my neighbor and me that the job would involve only one day's work, and that fitting me in during that time frame should not be a problem. We ended with my neighbor saying he was going to seek a potential alternative solution for his side of the problem and Andrew telling me that he would indeed send me a written estimate. I asked him when I could expect an estimate, and he replied that it wouldn't take very long, and he could have it to me by the end of the following week.
I did not receive an estimate. I patiently waited 20 days for an estimate from Classic Drainage, but never received one. On 15 July, I emailed the company with the following note:
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"I am contacting you again because Andrew has not yet provided a written estimate for the work he proposed for my front yard and walkway. On Saturday, 25 June, Andrew came out to speak with my neighbor who owns the property where some of the work needs to be done, and myself. That was all fine. At that time I asked when I should expect him to provide me with a written estimate, and Andrew responded 'in a few days It has now been 20 days, and I am still waiting for that estimate. Will Classic Drainage be offering me a discount because I have had to provide due diligence in order to receive an estimate? (for history: I had to contact you two times to get someone to come out to my townhouse to review the problem, and now again, to get the promised estimate). Is it a normal practice in this business for potential customers to have to prod the company for information? Andrew did say that his crew was busy. However, yes, I am busy too, and I really think that 20 days of my being patient is an example of a potential customer working under the assumption of good faith."
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On 15 July, I received the following response from Andrew:
"Sorry for delay. We got over whelmed (sic) with work from the 20 plus days of rain. I am sorry, we won't be able to complete the work for you at this time. We have government contracts in house continuing into next year with limited time frames for various projects. I recommend finding a concrete/masonry company to take on your project."
I received this email from Classic Drainage despite Andrew previously telling both myself and my neighbor that the work we needed would take up only a single day, and that he would have no trouble fitting it in, since I was not in a rush, and it could be done later in the summer or even the fall. Given the years that Classic Drainage has been in business, I am sure they have dealt with seasons of heavy rain while still serving their customers. As a homeowner and consumer, it seems to me, from Andrew's communication, that Classic Drainage, simply decided to blow me off.
I believed, in good faith, that Andrew would follow up on his word with the promised written estimate. I gave the company the benefit of the doubt by waiting 20 days for the written estimate that was not forthcoming. I believe that Mr. B[redacted] has refused to work with me because I asked for reasonable and expected customer service, and reminded him that I was still waiting for an estimate. Was I basically "blown off" because Andrew had far too many more lucrative contracts for work? If that was the case, why then even tell a homeowner that he could do her work and that he would provide an estimate in a timely fashion?
I feel that Classic Drainage does not hold true to the customer service values stated on its own Web site, and I would caution any homeowner about using this company. I feel I was not treated well by Mr. B[redacted], despite being appreciative of the information he provided about my home's drainage problem, and being patient about his less than timely responses to me.
Interestingly, when I called Classic Drainage to ask who the owner of the company was (I did not realize that Andrew himself is the owner), because I felt that I needed to make a complaint regarding how I was treated, Mr. B[redacted] was extraordinarily quick in responding with the following:
"Be advised that you are not a customer of ours and never will be. You have not paid us any money. Any negative reviews or comments to a third party will be considered defamation. I will zealously defend my name and company with legal counsel."
I remind Mr. B[redacted] that "defamation" is making false statements--there are none here.

Review: an underground pipe leading away from a residential downspout gutter was clogged. On July 15th the pipe was unclogged but the flooding problem persists. Two problems remain. 1) mismatched and ill-fitting segments of plastic replaced the original connector between the downspout and underground pipe - there is significant gapping. 2) no one has called to honor the offer made (via a phone call July 15th) to fix the problem by digging up the pipe and replacing it while refunding half of the original $455 service and parts charge.Desired Settlement: replace the mismatched connectors with a connector that does not gap or refund half of the $455 service charge. I do not trust the quality of workmanship or customer service of this company enough to allow them to dig up my sidewalk and yard.

Business

Response:

I discussed this with [redacted] on 9-2-2014. I agreed to send her a full refund of $455.00. Refund was mailed today 9-3-2014. She agreed to remove complaint. Any questions, I can be reached at ###-###-####.