Initial Business Response /* (1000, 5, 2015/08/20) */
Contact Name and Title: Michael ** ***
Contact Phone: XXXXXXXXXX
Our company was called to *** *** *** on 7/15/in reference to water standing in basementStephen and Joshua were dispatchedWe ran the three inch stack in the
basement which is not a proper clean out for a six inch main sewer line drain so we can not guarantee the issueWe can not guarantee this because we can only get a three inch knife into a six inch sewer lineThe sewer line was cleared of roots and other debris and drained down the floor drain as its suppose toAs a courtesy, Stephen and Joshua hosed down the basement which drained completely fine when they were there or there would have been water still standing in the basementJoshua even went beyond the call of duty and removed a wet sewage soiled rug and placed it in the trash for the customerWe in general only clean the sewer lines and do not perform any type of clean upAs for the odor that's due to the sewage back up and needs to be thoroughly cleanedOnce again a service we do not offerWhen customer called again she explained she was having the same issueThat is when she was informed there was no guarantee because they do not have a proper clean outCustomers first call was a main sewer line blockage because their whole house was backed up not just the washer lineCustomer says Shoda quickly diagnosed problem as toilet tissue? I find that extremely hard to believe unless they used a cameraHow can you see inside a floor drain that is under ground? I tried to talk to the customer without yelling and asked her what she would like us to do and she just wanted me to admit fault which we clearly are notCustomer kept belittling our company and this is when I could see we needed mediation and suggest she call the Revdex.comWe do not yell at our customers as was stated by the customer that Gene and myself both didWe surely could not be in business for plus years if this was how we conducted ourselvesI only informed the customer that I was the owner because she said she would just call Gene
OFFER:
I repeatedly asked the customer what she would like to see as an outcome of this and she kept repeating herself wanting our company to accept responsibility for her floor drain being clogged but as I stated it drained fine or the water would not have drainedNew washing machine extrude water at a higher rate of speed then older models and this could have sludge the line up and caused it to plug as well We were at this residence on 3/16/to clean the kitchen sink line and it was heavily sludgeRoutine maintenance is the key to prevent things from backing up
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
MIKE STATED We ran the three inch stack in the basement which is not a proper clean out for a six inch main sewer line drain so we can not guarantee the issueMIKE STATED The sewer line was cleared of roots and other debris and drained down the floor drain as its suppose toMY RESPONSE: The water was coming up the floor drain, which was the purpose of my callI was not even aware of any pipe to be cleared outTherefore, I was under the impression that this was the drain they were cleaning outI discovered later they did NOT even clear the floor drain, yet they washed toilet paper and sewage DOWN that floor drain without even clearing it afterwardMIKE STATED As a courtesy, Stephen and Joshua hosed down the basement which drained completely fine when they were there or there would have been water still standing in the basementMY RESPONSE: The toilet paper etcwas washed down the floor pipe as I watched them, wondering if that was ok, thinking they must have cleaned that floor drain and clogged there after it washed downMIKE STATED Joshua even went beyond the call of duty and removed a wet sewage soiled rug and placed it in the trash for the customerWe in general only clean the sewer lines and do not perform any type of clean upAs for the odor that's due to the sewage back up and needs to be thoroughly cleanedMY RESPONSE:(The odor was discovered by SHODA as a missing floor plug which would block the odor, which it did)MIKE STATED Once again a service we do not offerWhen customer called again she explained she was having the same issueThat is when she was informed there was no guarantee because they do not have a proper clean outCustomers first call was a main sewer line blockage because their whole house was backed up not just the washer lineCustomer says Shoda quickly diagnosed problem as toilet tissue? MY RESPONSE :I never ever at any time thought it or spoke it, that I had a toilet issueWe did not have any toilet issue either timeWe flushed just fine both times without issue in the basementWhen we first called Gene's, we had sewage flooding up the floor drain after severe rain stormsWe had no trouble with our internal plumbing at that time or later - I have no idea why he would make this upMIKE STATED: I find that extremely hard to believe unless they used a cameraHow can you see inside a floor drain that is under ground? MY REPLY IS THIS, MIKE IS MAKING AN ASSUMPTION TOTALLY INCORRECT AND UNRELATED TO MY SITUATIONWhat Shoda did do, was to run a snake down the floor drain and pull out all the toilet paper Genes washed down it as the went "above and beyond"MIKE STATED: I tried to talk to the customer without yelling, MY RESPONSE IS, "UNSUCCESSFULLY" HE DID YELL CONTINUUSLYMIKE CONTINUES: and asked her what she would like us to do and she just wanted me to admit fault which we clearly are notMY RESPONSE: I wanted to discuss the fact that the same debris his guys washed down my floor drain is the thing which clogged it and was causing this problem nowMIKE STATED: Customer kept belittling our company and this is when I could see we needed mediation and suggest she call the Revdex.comI did not belittle the company, I was asking him to speak to me as a customer calmly instead of yelling non stop at meI was actually in a CVS during this call and was very calm and professional as I attempted to have this discussion quietly in publicMIKE STATED: We do not yell at our customers as was stated by the customer that Gene and myself both didMY RESPONSE: Again a statement, You will not see anywhere me making any reference to Gene yelling
My claim is that Mike yelled at me continuous and would not let me speakI had to ask several times, "can I please speak"MIKE STATED: We surely could not be in business for plus years if this was how we conducted ourselvesMY RESPONSE IS THIS: I would guess the majority of those "successful" years was BEFORE hot tempered MIKE took over for his DadMIKE STATED: I only informed the customer that I was the owner because she said she would just call Gene
OFFER:
MIKE STATED: I repeatedly asked the customer what she would like to see as an outcome MY RESPONSE: Mike bullyingly talked over me constantly and spoke actually very belittling to meI asked him to take care of the cost I incurred due to the negligence of his workersI should not have had to have Shoda clean the floor drain as we found the old toilet paper his company hosed into it) MIKE STATED: it drained fine or the water would not have drainedMY RESPONSE, the water did NOT drain fully as we now seeMIKE STATED: New washing machine extrude water at a higher rate of speed then older models and this could have sludge the line up and caused it to plug as wellANOTHER made up EXCUSE I never had a chance to run ANY washing machine water down that drain, because as I told Mike, my old one was not working at the time of the sewer problem and I discovered the old toilet paper still in the floor drain with water standing during the install of my new washer, this floor drain was still was unused!!! The Sears installer was not able to even test the NEW washer during install due to the water standing in the drainThis is when I placed the call to Gene's to report I had a problem stillI had not used this basement area since the initial work performed by GenesMIKE SHOULD ALSO BE AWARE THAT NEW WASHING MACHINES USE ABOUT TWO - THREE GALLONS OF WATER AND THERE IS VERY LITTLE TO PUMP DOWN A DRAIN AT ALL COMPARED TO THE OLD MACHINE THAT FILLS WATER CLEAR UP TO THE TOP, SO HIS EXPLANATION / EXCUSE, IS VERY FLIMSEY
Initial Business Response /* (1000, 5, 2017/06/07) */
Customer requested our service on May 8th as he has for roughly the past five years As with this visit and every other visit, customer was informed that pulling a toilet from a basement is not a proper clean out for a six inch sewer line
and the service is not guaranteed We charge *** to take our machine in a basement and *** *** to pull a toilet When pulling a toilet you have a three inch access to a six inch sewer lineWhen you can only get a three inch knife in a six inch sewer line you cannot properly clear the root problem this customer is aware from previous appointmentsWe have given this customer at least two previous estimates to install a proper six inch riser Customer called us back on the night of the seventeenth of May after we had horrendous amounts of rain to say he had water backing up in his basement againAgain customer was informed there would be a charge because with an improper clean out there is no guarantee We scheduled him for the following day only to a receive a call that day to say the water had drained and he did not need us to come out Customer then called us again on the twenty-sixth of May to say he had water backing up in his basement again and wanted us to come out His invoice is clearly marked no guarantee as it is every time we have provided service for him I informed him I would be glad to schedule him an appointment and again give him an estimate too install the proper clean out and he hung up on me Customer has been aware of the condition of his sewer line and does not maintain it with regular maintenance but only when he has an back up Just like every thing else we own, regular maintenance is key especially when you do not have a proper clean outGene's Sewer Service stands behind our work and our policies and at this time offers no refund
Initial Business Response /* (1000, 5, 2017/06/07) */
Customer requested our service on May 8th 2017 as he has for roughly the past five years. As with this visit and every other visit, customer was informed that pulling a toilet from a basement is not a proper clean out for a six inch sewer line...
and the service is not guaranteed. We charge [redacted] to take our machine in a basement and [redacted] to pull a toilet. When pulling a toilet you have a three inch access to a six inch sewer line. When you can only get a three inch knife in a six inch sewer line you cannot properly clear the root problem this customer is aware from previous appointments. We have given this customer at least two previous estimates to install a proper six inch riser. Customer called us back on the night of the seventeenth of May after we had horrendous amounts of rain to say he had water backing up in his basement again. Again customer was informed there would be a charge because with an improper clean out there is no guarantee. We scheduled him for the following day only to a receive a call that day to say the water had drained and he did not need us to come out. Customer then called us again on the twenty-sixth of May to say he had water backing up in his basement again and wanted us to come out. His invoice is clearly marked no guarantee as it is every time we have provided service for him. I informed him I would be glad to schedule him an appointment and again give him an estimate too install the proper clean out and he hung up on me. Customer has been aware of the condition of his sewer line and does not maintain it with regular maintenance but only when he has an back up. Just like every thing else we own, regular maintenance is key especially when you do not have a proper clean out. Gene's Sewer Service stands behind our work and our policies and at this time offers no refund.
Initial Business Response /* (1000, 5, 2015/08/20) */
Contact Name and Title: Michael ** ***
Contact Phone: XXXXXXXXXX
Our company was called to *** *** *** on 7/15/in reference to water standing in basementStephen and Joshua were dispatchedWe ran the three inch stack in the
basement which is not a proper clean out for a six inch main sewer line drain so we can not guarantee the issueWe can not guarantee this because we can only get a three inch knife into a six inch sewer lineThe sewer line was cleared of roots and other debris and drained down the floor drain as its suppose toAs a courtesy, Stephen and Joshua hosed down the basement which drained completely fine when they were there or there would have been water still standing in the basementJoshua even went beyond the call of duty and removed a wet sewage soiled rug and placed it in the trash for the customerWe in general only clean the sewer lines and do not perform any type of clean upAs for the odor that's due to the sewage back up and needs to be thoroughly cleanedOnce again a service we do not offerWhen customer called again she explained she was having the same issueThat is when she was informed there was no guarantee because they do not have a proper clean outCustomers first call was a main sewer line blockage because their whole house was backed up not just the washer lineCustomer says Shoda quickly diagnosed problem as toilet tissue? I find that extremely hard to believe unless they used a cameraHow can you see inside a floor drain that is under ground? I tried to talk to the customer without yelling and asked her what she would like us to do and she just wanted me to admit fault which we clearly are notCustomer kept belittling our company and this is when I could see we needed mediation and suggest she call the Revdex.comWe do not yell at our customers as was stated by the customer that Gene and myself both didWe surely could not be in business for plus years if this was how we conducted ourselvesI only informed the customer that I was the owner because she said she would just call Gene
OFFER:
I repeatedly asked the customer what she would like to see as an outcome of this and she kept repeating herself wanting our company to accept responsibility for her floor drain being clogged but as I stated it drained fine or the water would not have drainedNew washing machine extrude water at a higher rate of speed then older models and this could have sludge the line up and caused it to plug as well We were at this residence on 3/16/to clean the kitchen sink line and it was heavily sludgeRoutine maintenance is the key to prevent things from backing up
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
MIKE STATED We ran the three inch stack in the basement which is not a proper clean out for a six inch main sewer line drain so we can not guarantee the issueMIKE STATED The sewer line was cleared of roots and other debris and drained down the floor drain as its suppose toMY RESPONSE: The water was coming up the floor drain, which was the purpose of my callI was not even aware of any pipe to be cleared outTherefore, I was under the impression that this was the drain they were cleaning outI discovered later they did NOT even clear the floor drain, yet they washed toilet paper and sewage DOWN that floor drain without even clearing it afterwardMIKE STATED As a courtesy, Stephen and Joshua hosed down the basement which drained completely fine when they were there or there would have been water still standing in the basementMY RESPONSE: The toilet paper etcwas washed down the floor pipe as I watched them, wondering if that was ok, thinking they must have cleaned that floor drain and clogged there after it washed downMIKE STATED Joshua even went beyond the call of duty and removed a wet sewage soiled rug and placed it in the trash for the customerWe in general only clean the sewer lines and do not perform any type of clean upAs for the odor that's due to the sewage back up and needs to be thoroughly cleanedMY RESPONSE:(The odor was discovered by SHODA as a missing floor plug which would block the odor, which it did)MIKE STATED Once again a service we do not offerWhen customer called again she explained she was having the same issueThat is when she was informed there was no guarantee because they do not have a proper clean outCustomers first call was a main sewer line blockage because their whole house was backed up not just the washer lineCustomer says Shoda quickly diagnosed problem as toilet tissue? MY RESPONSE :I never ever at any time thought it or spoke it, that I had a toilet issueWe did not have any toilet issue either timeWe flushed just fine both times without issue in the basementWhen we first called Gene's, we had sewage flooding up the floor drain after severe rain stormsWe had no trouble with our internal plumbing at that time or later - I have no idea why he would make this upMIKE STATED: I find that extremely hard to believe unless they used a cameraHow can you see inside a floor drain that is under ground? MY REPLY IS THIS, MIKE IS MAKING AN ASSUMPTION TOTALLY INCORRECT AND UNRELATED TO MY SITUATIONWhat Shoda did do, was to run a snake down the floor drain and pull out all the toilet paper Genes washed down it as the went "above and beyond"MIKE STATED: I tried to talk to the customer without yelling, MY RESPONSE IS, "UNSUCCESSFULLY" HE DID YELL CONTINUUSLYMIKE CONTINUES: and asked her what she would like us to do and she just wanted me to admit fault which we clearly are notMY RESPONSE: I wanted to discuss the fact that the same debris his guys washed down my floor drain is the thing which clogged it and was causing this problem nowMIKE STATED: Customer kept belittling our company and this is when I could see we needed mediation and suggest she call the Revdex.comI did not belittle the company, I was asking him to speak to me as a customer calmly instead of yelling non stop at meI was actually in a CVS during this call and was very calm and professional as I attempted to have this discussion quietly in publicMIKE STATED: We do not yell at our customers as was stated by the customer that Gene and myself both didMY RESPONSE: Again a statement, You will not see anywhere me making any reference to Gene yelling
My claim is that Mike yelled at me continuous and would not let me speakI had to ask several times, "can I please speak"MIKE STATED: We surely could not be in business for plus years if this was how we conducted ourselvesMY RESPONSE IS THIS: I would guess the majority of those "successful" years was BEFORE hot tempered MIKE took over for his DadMIKE STATED: I only informed the customer that I was the owner because she said she would just call Gene
OFFER:
MIKE STATED: I repeatedly asked the customer what she would like to see as an outcome MY RESPONSE: Mike bullyingly talked over me constantly and spoke actually very belittling to meI asked him to take care of the cost I incurred due to the negligence of his workersI should not have had to have Shoda clean the floor drain as we found the old toilet paper his company hosed into it) MIKE STATED: it drained fine or the water would not have drainedMY RESPONSE, the water did NOT drain fully as we now seeMIKE STATED: New washing machine extrude water at a higher rate of speed then older models and this could have sludge the line up and caused it to plug as wellANOTHER made up EXCUSE I never had a chance to run ANY washing machine water down that drain, because as I told Mike, my old one was not working at the time of the sewer problem and I discovered the old toilet paper still in the floor drain with water standing during the install of my new washer, this floor drain was still was unused!!! The Sears installer was not able to even test the NEW washer during install due to the water standing in the drainThis is when I placed the call to Gene's to report I had a problem stillI had not used this basement area since the initial work performed by GenesMIKE SHOULD ALSO BE AWARE THAT NEW WASHING MACHINES USE ABOUT TWO - THREE GALLONS OF WATER AND THERE IS VERY LITTLE TO PUMP DOWN A DRAIN AT ALL COMPARED TO THE OLD MACHINE THAT FILLS WATER CLEAR UP TO THE TOP, SO HIS EXPLANATION / EXCUSE, IS VERY FLIMSEY
Initial Business Response /* (1000, 5, 2017/06/07) */
Customer requested our service on May 8th as he has for roughly the past five years As with this visit and every other visit, customer was informed that pulling a toilet from a basement is not a proper clean out for a six inch sewer line
and the service is not guaranteed We charge *** to take our machine in a basement and *** *** to pull a toilet When pulling a toilet you have a three inch access to a six inch sewer lineWhen you can only get a three inch knife in a six inch sewer line you cannot properly clear the root problem this customer is aware from previous appointmentsWe have given this customer at least two previous estimates to install a proper six inch riser Customer called us back on the night of the seventeenth of May after we had horrendous amounts of rain to say he had water backing up in his basement againAgain customer was informed there would be a charge because with an improper clean out there is no guarantee We scheduled him for the following day only to a receive a call that day to say the water had drained and he did not need us to come out Customer then called us again on the twenty-sixth of May to say he had water backing up in his basement again and wanted us to come out His invoice is clearly marked no guarantee as it is every time we have provided service for him I informed him I would be glad to schedule him an appointment and again give him an estimate too install the proper clean out and he hung up on me Customer has been aware of the condition of his sewer line and does not maintain it with regular maintenance but only when he has an back up Just like every thing else we own, regular maintenance is key especially when you do not have a proper clean outGene's Sewer Service stands behind our work and our policies and at this time offers no refund
Initial Business Response /* (1000, 5, 2017/06/07) */
Customer requested our service on May 8th 2017 as he has for roughly the past five years. As with this visit and every other visit, customer was informed that pulling a toilet from a basement is not a proper clean out for a six inch sewer line...
and the service is not guaranteed. We charge [redacted] to take our machine in a basement and [redacted] to pull a toilet. When pulling a toilet you have a three inch access to a six inch sewer line. When you can only get a three inch knife in a six inch sewer line you cannot properly clear the root problem this customer is aware from previous appointments. We have given this customer at least two previous estimates to install a proper six inch riser. Customer called us back on the night of the seventeenth of May after we had horrendous amounts of rain to say he had water backing up in his basement again. Again customer was informed there would be a charge because with an improper clean out there is no guarantee. We scheduled him for the following day only to a receive a call that day to say the water had drained and he did not need us to come out. Customer then called us again on the twenty-sixth of May to say he had water backing up in his basement again and wanted us to come out. His invoice is clearly marked no guarantee as it is every time we have provided service for him. I informed him I would be glad to schedule him an appointment and again give him an estimate too install the proper clean out and he hung up on me. Customer has been aware of the condition of his sewer line and does not maintain it with regular maintenance but only when he has an back up. Just like every thing else we own, regular maintenance is key especially when you do not have a proper clean out. Gene's Sewer Service stands behind our work and our policies and at this time offers no refund.