Drain Surgeon

Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@drainsurgeons.com Call came in on 11/for main line blockageOur tech met with customer's fianceCabled main line and got it openTech was paid with $in cash and customer was given a day warranty under use Customer called back on 11/and sewer was backed up againSent a 2nd tech under warranty to see what the problem wasHe cleared the line again and put a camera in at no charge to the customer to see what was happening in the lineThis line is over 100ft long and has no clean out accessWe discovered that customer had flapper roots in his lineBecause there is no cleanout, you cannot access them from the opposite directionAny time paper products get hung up on those roots, it is going to cause another back upWe suggested the homeowner have a clean out put in so the roots could be cabled/cut from the opposite directionHomeowner was told that we could not warranty the line anymore with the flapper roots and limited accessCustomer wanted us to access from MSD sewer lineWe explained to him that the only way to do that would be if the manhole in the street was directly in front of his property and the lateral leading to his house would have to be a straight shotWe told him if that was the case, we would try to cable from there but would have to charge him as he was no longer under warrantyTo save him money, we told him that he could locate the manhole and let us know the location of the line to see if that would even be possibleCustomer did not want to find that out himself but wanted us to come out free of charge and look for thatHe mentioned that another company had done it before and it lasted for yearsI explained to him that the roots may not have been there years agoCustomer spoke with my techs many times on the phone and they explained the problem with his line many timesWe did not charge him for this consultant time eitherWe were at his house on occasions and ran a camera in his line and he was only charged for the initial visitCustomer has purchased a root killer from the hardware store and has "temporarily" fixed the problem but until he gets a clean out put in, the problem will continue to happenWe did clear his line twice and do not feel he is entitled to a refund Our techs have been doing this for many years and are very experienced

Complaint: [redacted] I am rejecting this response because: I did not tell [redacted] to leaveThat is a lieHe stated there was nothing else he could doHe never mentioned anything about a camera? He said he would contact a plumber for me, but like I said, no one ever contacted me after days, so I called my own plumber who came out and fixed the clogged tubYes I was frustrated when I called, who wouldnt be? I called Drain Surgeon that Friday morning after the plumber resolved my issue and I headed back to workThere is nothing wrong with wanting to speak to the owner, it is usually protocal when a customer has a complaint and wants a resolutuion to the problemI did not state that I didnt want the owner to not contact me, that is another liei repeatedly asked to speak with her but she never contacted mei understand there are charges, but when you have a professional who can not fix the problem and you have to call another business to fix it, thats were I have an issueAnd if the owner would have contacted me, maybe we wouldnt be in this situation now. Sincerely, [redacted]

We arrived on site and the plumbing was already broken with water pouring on to the patio and the air vents were filed with waterThe technician went underneath the trailer and confirmed the PVC was completely broken and requested a plumber was needed to repair the broken pipeThe customer called a drain cleaning company but the drains were brokenAlso, the customer wrote a bad check and the bank charged us a feeWe turned the check over to the prosecuting attorney

The owner or manager of Titan Tube contacted our supervisor *** and I about a project that he had not been able to solve with other companies help We had told him that the leak detection device was delicate and may not actually find their issue He understood that there was no
guarantee for this service He also understood that his factory had to be shut down so the job would be done on overtime and this would increase the cost of the job This was all explained to him and he said, he wanted the service We performed the service and unfortunately we were not able to find his issue He had us leave the jobsite and then refused to pay or discuss a reasonable settlement for the bill He said, that we weren't worth that money and he'd pay be $each invoice or he wouldn't respond to me again Our ownership decided that his offer/behavior was rude and chose not to except his offer of settlement When he was contacted via phone by our manager *** ***, he would not even discuss the bill or payment of it

Mr*** has a patio pipe issue in his backyardWe told him the price per hour and he told us he didn’t want a bid, just wanted us out there to fix the issueWe were there for hours initially and the second tech was out there for hoursMr*** was completely fine with the serviceWhen
we called for payment he told me he wouldn’t give us a nickelI tried to work with him several times and he cussed me off the phoneHe was rude and unprofessionalHe has never once told me he was going to pay usWe will lien his property and take him to court if need be

Initial Business Response /* (1000, 5, 2016/01/05) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@drainsurgeons.com
Call came in on 11/for main line blockage Our tech met with customer's fiance Cabled main line and got it open Tech was paid with
$in cash and customer was given a day warranty under use
Customer called back on 11/and sewer was backed up again Sent a 2nd tech under warranty to see what the problem was He cleared the line again and put a camera in at no charge to the customer to see what was happening in the line This line is over 100ft long and has no clean out access We discovered that customer had flapper roots in his line Because there is no cleanout, you cannot access them from the opposite direction Any time paper products get hung up on those roots, it is going to cause another back up We suggested the homeowner have a clean out put in so the roots could be cabled/cut from the opposite direction Homeowner was told that we could not warranty the line anymore with the flapper roots and limited access Customer wanted us to access from MSD sewer line We explained to him that the only way to do that would be if the manhole in the street was directly in front of his property and the lateral leading to his house would have to be a straight shot We told him if that was the case, we would try to cable from there but would have to charge him as he was no longer under warranty To save him money, we told him that he could locate the manhole and let us know the location of the line to see if that would even be possibleCustomer did not want to find that out himself but wanted us to come out free of charge and look for that He mentioned that another company had done it before and it lasted for years I explained to him that the roots may not have been there years ago Customer spoke with my techs many times on the phone and they explained the problem with his line many times We did not charge him for this consultant time eitherWe were at his house on occasions and ran a camera in his line and he was only charged for the initial visit Customer has purchased a root killer from the hardware store and has "temporarily" fixed the problem but until he gets a clean out put in, the problem will continue to happen We did clear his line twice and do not feel he is entitled to a refund
Our techs have been doing this for many years and are very experienced

The owner or manager of Titan Tube contacted our supervisor *** and I about a project that he had not been able to solve with other companies help We had told him that the leak detection device was delicate and may not actually find their issue He understood that there was no
guarantee for this service He also understood that his factory had to be shut down so the job would be done on overtime and this would increase the cost of the job This was all explained to him and he said, he wanted the service We performed the service and unfortunately we were not able to find his issue He had us leave the jobsite and then refused to pay or discuss a reasonable settlement for the bill He said, that we weren't worth that money and he'd pay be $each invoice or he wouldn't respond to me again Our ownership decided that his offer/behavior was rude and chose not to except his offer of settlement When he was contacted via phone by our manager *** ***, he would not even discuss the bill or payment of it

Complaint: ***
I am rejecting this response because: I did not tell ** to leaveThat is a lieHe stated there was nothing else he could doHe never mentioned anything about a camera? He said he would contact a plumber for me, but like I said, no one ever contacted me after days, so I called my own plumber who came out and fixed the clogged tubYes I was frustrated when I called, who wouldnt be? I called Drain Surgeon that Friday morning after the plumber resolved my issue and I headed back to workThere is nothing wrong with wanting to speak to the owner, it is usually protocal when a customer has a complaint and wants a resolutuion to the problemI did not state that I didnt want the owner to not contact me, that is another liei repeatedly asked to speak with her but she never contacted mei understand there are charges, but when you have a professional who can not fix the problem and you have to call another business to fix it, thats were I have an issueAnd if the owner would have contacted me, maybe we wouldnt be in this situation now.?
Sincerely,
*** ***

We are a union cable company that operates and charges on a one hour minimum? with quarter hour increments after the first hour.? We charged exactly as we told the customer we were going to charge her for the first hour.? My Technician then collected on site and still there was no issue with what work had been doneWe recommended a Union Plumber that we do business with in the area.? Our company never heard back from the customer until she called to demand her money back.? Even when she cussed at the office manager, they still tried to talk to her and resolve her issue, even though per company policy we can end a conversation if a customer becomes vulgar.? The major issue here was her behavior was extremely rude and dismissive of anyone that could help her problem.? She didn't want to speak with the manager and demanded only an owner to speak with and refused to let us try to resolve this issue.? The owner of our company owns and runs multiple companies and does not involve herself in the day to day operations, unless something comes up that she needs to be involved with.? There are many businesses that speaking with the owner is not an option that is easily available on a daily basis.? The owner of Drain Surgeons hired someone else to handle those problems and *** wouldn't work with them at all.? *** stated there was nothing to be done and she would contact the Revdex.com because the owner was not available and hadn't gotten back to her yet.? The Drain Surgeons technician was on site and cabled for an hour and when we were told to wrap up, we wrapped up the job site? and left the job site? after charging our minimum hour cable charge.? When *** was informed of the customers behavior to our office, looked at the customers negative reviews online, threats of consequences with Revdex.com, and realized *** always intended to try and ruin our reputation and wanted to be paid $for it.? If *** would have called into our office and been willing to work with our office manager, I think we could have came to an understanding.? *** called in and was rude and dismissive of anyone that could help her resolve this issue and that's why we're having this issue today

We arrived on site and the plumbing was already broken with water pouring on to the patio and the air vents were filed with waterThe technician went underneath the trailer and confirmed the PVC was completely broken and requested a plumber was needed to repair the broken pipeThe customer called
a drain cleaning company but the drains were brokenAlso, the customer wrote a bad check and the bank charged us a feeWe turned the check over to the prosecuting attorney

We received a call for backed up toilet for *** *** at *** *** ***.? We dispatched our technician ** after we had explained its $for the first hours charge to come out and cable tub and look at her clogged drain issue and we go by quarter hour increments after the first hours
charge.? ** was there for minutes and couldn't get his cable to transition through the trap.? ***? didn't want to go over the hour minimum and advised him to pack up his tools and head out.? ** didn't camera the line but suspected there was an issue with there being a drum trap or something going on with the plumbing that prevented him from getting his cable through the trap.? She asked if he could fix the plumbing and he advised her that we are a union company and cannot fix the plumbing.? He recommended a plumber and left the job site charging her for $for his hours time on site (which is our minimum charge).? When *** called Drain Surgeons after a seperate plumber came out to fix her issue - she was very rude.? She said, "I want my *** money back." She would not speak to the office manager and demanded to talk with the owner only.? I advised her that she had several businesses and trusts me to operate her Drain Surgeons business.? She refused to talk to me and said she would call back later and hung up the phone (this was on a Friday late afternoon when she first complained of an issue)? She called back the next morning and said, she hadn't received a call from the owner and she was going to call the Revdex.com and she was done dealing with our company.? I informed her that I had placed the message on the owner's desk that afternoon, but she hadn't been in yet to receive it - she would be in later Monday morning and would call her, if she would give her some time.? She was rude and said it didn't matter if the owners contacted her or not and she was going to take it to the Revdex.com and come after us.? We never gave her information, we told her our hourly rates - which is how we charge.? We charged her our minimum charge and tried to fix her issue.? When the owner received all the information and I described to her the customers behavior and we received a Revdex.com complaint, there was nothing left we could do to remedy this situation

We arrived on site and the plumbing was already broken with water pouring on to the patio and the air vents were filed with water. The technician went underneath the trailer and confirmed the PVC was completely broken and requested a plumber was needed to repair the broken pipe. The customer called...

a drain cleaning company but the drains were broken. Also, the customer wrote a bad check and the bank charged us a fee. We turned the check over to the prosecuting attorney.

Mr. [redacted] has a patio pipe issue in his backyard. We told him the price per hour and he told us he didn’t want a bid, just wanted us out there to fix the issue. We were there for 6 hours initially and the second tech was out there for 3 hours. Mr. [redacted] was completely fine with the service. When...

we called for payment he told me he wouldn’t give us a nickel. I tried to work with him several times and he cussed me off the phone. He was rude and unprofessional. He has never once told me he was going to pay us. We will lien his property and take him to court if need be.

Initial Business Response /* (1000, 5, 2016/01/05) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@drainsurgeons.com
Call came in on 11/23 for main line blockage. Our tech met with customer's fiance. Cabled main line and got it open. Tech was paid with...

$170.00 in cash and customer was given a 30 day warranty under normal use.
Customer called back on 11/27 and sewer was backed up again. Sent a 2nd tech under warranty to see what the problem was. He cleared the line again and put a camera in at no charge to the customer to see what was happening in the line. This line is over 100ft long and has no clean out access. We discovered that customer had flapper roots in his line. Because there is no cleanout, you cannot access them from the opposite direction. Any time paper products get hung up on those roots, it is going to cause another back up. We suggested the homeowner have a clean out put in so the roots could be cabled/cut from the opposite direction. Homeowner was told that we could not warranty the line anymore with the flapper roots and limited access. Customer wanted us to access from MSD sewer line. We explained to him that the only way to do that would be if the manhole in the street was directly in front of his property and the lateral leading to his house would have to be a straight shot. We told him if that was the case, we would try to cable from there but would have to charge him as he was no longer under warranty. To save him money, we told him that he could locate the manhole and let us know the location of the line to see if that would even be possible. Customer did not want to find that out himself but wanted us to come out free of charge and look for that. He mentioned that another company had done it before and it lasted for 1.5 years. I explained to him that the roots may not have been there 1.5 years ago. Customer spoke with my techs many times on the phone and they explained the problem with his line many times. We did not charge him for this consultant time either. We were at his house on 2 occasions and ran a camera in his line and he was only charged for the initial visit. Customer has purchased a root killer from the hardware store and has "temporarily" fixed the problem but until he gets a clean out put in, the problem will continue to happen. We did clear his line twice and do not feel he is entitled to a refund.
Our techs have been doing this for many years and are very experienced.