Daniel J D'amico Plumbing & Heating

DANIEL J. D'AMICO PLUMBING AND HEATING CO., INC.68 MIDDLE STREET, GENEVA, NY 14456Phone: ###-###-#### Fax: ###-###-####E-Mail: [email protected] 18,2015Revdex.comAttn: [redacted] Complaint Handler Ext [redacted]100 Bryant Woods SouthAmherst, NY 14228RE: Complaint ID...

#[redacted]Customer: [redacted]Dear [redacted]:In reference to a complaint submitted on 5/11/2015, ID# [redacted] I have the following response.Upon call for service, as customer stated, DPH was at service address within 1 hour. As I arrived I found 2-3 inches of sewage in the area of the washer and dryer, which is the area in which I accessed the sewer line for cleaning. Using the newly installed cleanout ( by others ) I soon realized the entire newly installed sewer line dumped directly into the outlet side of the house trap servicing this address. This connection is not code nor correct. The sewer line is to connect to the inlet side of the trap and not the outlet side. In other words none of the new piping actually passes thru the entire trap.With the above information set aside, I then began investigating for another entrance spot for my sewer cable. There was nothing I could see under the sewage. I removed a wooden pallet being used as a platform for the washer dryer and began moving water in the area with my garden hose to check, and see if I could discover another entrance for my cable. I could find nothing. When the customer speaks of a "wrong" location for inserting my sewer cable, he is referencing an additional location. In fact I personally called the customer questioning him as to his knowledge of any additional locations he may be aware for my sewer cable to be inserted. We spoke about how the existing abandoned line was routed, and that I could see where the old line was severed in the floor, but that it was full of debris. In this same conversation the customer asked me what the solution would be if I cannot locate an additional cleanout. My honest and professional answer at the time with the information I had at hand, was to install an accessible cleanout outside the home connected to the branch line servicing the home. It is very possible after I left the home, that my sewer cable was able to free up the line enough to move some of the sewage in front of the washer and dryer ( which is also the general location of the house trap, and where I inserted my cable ), so that when the next company arrived, an additional cleanout could be spotted. Again I could see nothing under the sewage when I was at the home. As aforementioned I tried to move water around the area with my garden hose to hopefully spot another entrance cleanout, but to no avail. After exhausting all efforts to locate a cleanout, I decided to speak. with the customer an additional time, and suggested I stop wasting time and money, and find out if the customer would like to install a cleanout. The customer replied that he would call me back. He did not. The customer was charged for only the time on site ( no trip charge ), since the sewer was not  running properly when I left. Our refund policy only pertains to material install work, not service. I was there and performed work, although not to either party's satisfaction, and a bill was due and owing. The customer called and left me a message I believe on the 9th or 10th of May ( a weekend ), and before I could respond to this customer, [received this letter of complaint dated 5/11/2015 ( the following Monday) from the Revdex.com. I feel if this customer had allowed me time to return his call, and really try to resolve this issue, this situation could easily have been resolved, but it is obvious the customer was so anxious to file a complaint, a resolution was not one of his options.  DPH has been in business since 1968, cleaning over 1000 sewers since that time. DPH uses knowledge, experience, and communication with their customers on a regular basis to perform their sewer cleaning. If there is a complaint, we handle it, plain and simple. Always have. I am positive the Revdex.com has never in 45 years received a complaint regarding DPH sewer cleaning, and will not moving forward. Again it is obvious a resolution to this complaint was not in order with this customer. Some people just love to complain, and not resolve issues. This seems to be the case here.Respectfully,[redacted]DD/smn