Cronen Plumbing & Heating Inc

This customers sewer line has been in bad shape since our initial visit on 09.24.15 in which our plumber cleaned the line and pulled back a lot of roots. We returned on 10.14.15 and cleaned the line again and used the sewer camera and notified customer there were about...

eight spots where there was aggressive root intrusion with multiple spots where roots where coming into line. When our plumber went out on 12.01.16 the plumber cleaned the line again and recommended to camera the sewer line again to see what was going on. On 12.08.16 our plumber returned and tried to clean the line again per the customers request, the sewer camera was NOT used on this visit. Due to the condition of the sewer line the cable got stuck. The customer was not charged for this trip out. We sent a crew out on 12.09.17 to attempt to retrieve the cable and the customer was again not charged for this. As for pricing [redacted] was trying to explain to the customer that the sewer line was very poor condition and he gave him pricing on complete replacement (inside $2,800 and outside to the city tap $5,000.00 not just cleanouts). We also gave the customer a quote of $2,500.00 to dig up the sewer line, install clean out, and used the main line jetter to clear the remaining roots. And lastly, our General Liability Insurance with the City if [redacted] was/is not expired. Submitted: 08/29/2017

I responded to this yesterday

Complaint: [redacted]
I am rejecting this response because:The Business' timeline largely matches ours with a few discrepancies: 1. The plumber returned on 12/08/16 to camera the line; it was agreed ahead of time that we would only pay for the camera and subsequent cleaning on 12/08/16 if there was indeed a problem with the sewer line, as we were unhappy that they failed to clean the line effectively on their visit on 12/01/16. The plumber arrived, used the camera, and told us there were more roots. The plumber then attempted to snake the line and got the cable stuck. Understanding this is a he-said-she-said situation, logically, it wouldn't make sense that they would return to the premises to attempt to clean the line (again) without using a camera first. In fact, as part of evidence gathering for a potential case in small claims court, this was confirmed again via phone on 12/21/2016 at 08:24 AM MST.2. There was never a $5000 option for line replacement all the way to the street, as we would have *immediately* executed on that. The $5000 was quoted to do line replacement from the house to a cleanout point.3. The GLI with the City of [redacted] was #[redacted] and was expired as of November 1, 2016 when we were in contact with the City of [redacted]. This is verifiable by calling the city.
Sincerely,
[redacted]