Extreme Hydro-Jetting

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because we did not gain value from this service as Extreme Hydro states In fact, we have only assumed more costs associated with making these repairs We were mislead by the terms of the contract and had the understanding that Extreme Hydro would resolve our plumbing concern that we originally called them for We at least expected them to provide a service that would allow us to move forward with living in our home comfortably Instead, we paid thousands of dollars for a service that did not fix or even alleviate our plumbing concern mI would be willing to accept a partial refund, however, I will not remove this Revdex.com complaint until this has been mutually resolved Regards, [redacted] ***

When we went out on March 30th we pulled toilet to inspect sewer lineMy tech [redacted] found there to be multiple bellies in line(holding water) and at that time we gave bid to customer for tunnel to replace entire section of lineThis estimate was to replace the entire main line under home after tunnel work was completedWe completed an inspection and unfortunately do not have the capability to "record" our inspectionThe job in question was completed and estimate provided for replacement of entire main line, not a spot repairThe amount quoted was our estimate to properly complete the project to code with proper back-fill, compaction and engineer check offThere will be no reimbursement for work completed since we did complete the requested inspection

We quoted to come and clear out MAIN LINE When we arrived on site the husband directed us to the clean out on side of home, where apparently it had been clogged for some time due to huge amount of feces and toilet paper had that collectedThe entire area was scattered with thisThe husband had put down some fiberglass lid for us to walk onHe knew there had been an issue with this line for some timeWe had been out once before to clear the line from roots(according to husband prob years ago but I cant any records)We proceeded to hydro jet line from clean outThen our jetter got stuck in there main lineI tried and tried to get it unstuck but could notAt this point we usually charge the customer to dig line up but the husband and I were talking about hunting etc., so as a courtesy I went ahead and dug up a good portion of line to get my hose out of the lineDuring the dig up process a cable was hit which we now know was the telephone lineIt was buried in A LOT of roots and right on top of sewer pipeThe sewer line was completely collapsed and dislocated which caused the major root intrusionI didn't ask the husband if he wanted the kitchen unclogged by us because he had already told us he was going to take care of itFurthermore, we will not cover the cable because it was buried in roots and we could not see or feel that there was anything other than sewer line in that immediate areaShe did call back to get an estimate for the complete excavation and replacement of pipeIf she was dissatisfied with our work why did she call back for an estimateThere will be no reimbursements for work completed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meWith the stipulation "I agree to remove my internet remarks when I receive the $and an invoice detailing the work that was done." Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I do not have good faith in this businessI am going to take my business elsewhereI feel that the business should have a recording or inform their customer that they can record it while they are doing this service since the fee is expensive Regards, [redacted] ***

We dont have a recording since we dont record itWe just do a visual inspection with the camera equipment and give estimate for repairAnd on my recording it says to text if thats easierAlso on the invoice there a emailIf customer wants us to come again and run the inspection equipment she is more than welcome to record the screen with her phoneI can give discount at to be paid up front

Dear [redacted] I wanted to thank you for taking the time to write us and apologize for our delayed responseI received your pictures and have reviewed your correspondence voicing your dissatisfaction with our services provided through your home warranty, [redacted] ***On 12/6/2016, our technician arrived at your home to as two primary issues you were experiencingOne was a leaking tub/shower faucet located on the 2nd floor and the other, a leaking kitchen faucetAfter careful diagnoses, it was determined the kitchen faucet could not be repaired and needed to be replaced [redacted] protocol requires us to call their office for authorization prior to any repairs/replacements to ensure the homeowner has proper coverageYour kitchen faucet was replaced with a Matco 8" single handle, metal- chrome finish faucet and although the deck plate or base may slightly differ in size, the faucet is standardAs in most faucets, internal components such as the cartridge will be plasticAdditionally, if you continue to read your warranty coverage overview # 4, it states; "When making replacements, [redacted] is responsible for installing replacement equipment and parts similar features, capacity, and efficiency, but not for matching dimensions, brand or color [redacted] is not responsible for matching any feature of an existing item that does not contribute to the primary function of that item"If you are not pleased with the faucet installed, please call your warranty company to review your current policyWe are committed to providing our customers quality service and want you to know that we take customer feedback very seriously as we are always striving to improve our servicesRespectfully, [redacted]

To Whom It May Concern, I have attached a copy of the signed contract between Ms [redacted] and our company We were dispatched to the home under a warranty call for a mainline stoppageAfter performing a diagnosis and running the camera on the mainline from an outside cleanout it was determined that there was a broken section of pipe in an area of pipe under the flooring between the laundry and hallway bathroom where the cast iron and PVC pipe connectedThere also appeared to be something in the line blocking itThe tech explained to Ms [redacted] that the pipes under the home were old and should be repaired, but due to cost concerns, she chose to do a spot repair on the issue notedThis is what we were contracted to work on, as indicated in the signed contract We were not contracted to repair the entire plumbing line system under the home, just a previously noted section When the tech opened the slab to repair the pipe he also removed what appeared to be several pieces of clothingAfter having cleared the section contracted to be cleared, the tech proceeded to rough patch the concrete as agreed to in the contract signed by Ms*** This was the completion of the work agreed to under the contract for the interior pipe The tech then dug up the yard and replaced about foot from the house to the edge of the driveway that had holes and roots outside the main sewer line of the houseOnce this was repaired, dirt was replaced and sidewalk was rough patched After that repair was completed, we were contacted by Ms [redacted] saying that she was having further issues with the toilet in their bathroomWe proceeded to go back and camera the line at no cost and at that time found additional issues separate from the broken pipeFrom the master bath over to the mainline there were additional stoppagesThe tech augured the toilet and found additional clothing pieces that had been stuffed into the pipeHe discussed this with Ms***’s spouse and at that time she explained that they had purchased the property under foreclosureThey discussed the possibility that someone had purposefully jammed the pipes with the clothing found by the techMs [redacted] and her spouse chose not to have the additional blockages removed at that time Ms [redacted] and her spouse did indeed gain benefit from the work performedThere were several sections of pipe repaired by our tech over a day periodIt was explained to her that the contract was to repair the sections fixed and it clearly states in the contract that additional issues are not covered under the contractOur technician completed the work agreed upon by Ms [redacted] in the signed contract, therefore we will not issue a refund at this time

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I questioned this work times I was also told I could not seek another quote because the service order had been turned inI am again asking why I was charged for piping I did not receiveI was not asked if this was ok, I was toldI have not received an itemized invoice everWhen you don't have to install piping why would you charge for it? The technician told me he didn't know how he was going to install pipingThe closet that they installed in was not smallThe pan is a $part there was ample space to slide it in especially considering this is what they do all the timeMy request is quite reasonableThanks

For the work done for this particular homeowner, we were dispatched through a Home warranty companyIt is up to the Home warranty companies to inform their customers that they have options in their plumbingCustomers have the option of utilizing the services of the company dispatched or taking what is called a cash-outI cannot speak to whether your home warranty company went over this with you or not, but that is always an optionAs a company, we have to stand behind our work and our technicians while also ensuring that our customers are happy and taken care ofIn this situation there are two conflicting stories being told While we stand behind our technicians and have never been given a reason to distrust them, we also realize this is a "he said, she said" situationAs the manager of this business, and because we cannot know with 100% certainty what was said between the homeowner and our technician, we are willing to offer a refund of $back to the customer due to any potential misunderstandings or hardship that she has hadWe ask that disparaging remarks made by the homeowner be removed from any and all internet based programs in return

Complaint: ***
I am rejecting this response because: I called to complain & inform of job not done, I DID NOT call for an estimateWe asked why if they were full service that an estimate was not given to fix when the office called after talking with the techWhen a company breaks something they normally take responsibility for it, the jet got stuck because they chose to stick a secondary piece of equipment in the line & it was the decision the tech made that caused it to get stuckWe asked when on site about getting the line fixed & were informed "we don't do that"The tech told my husband that "oh the kitchen sink should be cleared now" & when my husband came inside to check they drove off because they wanted to get done early as it was Friday & we were the last call. I DID NOT ask for an estimate on the phone, we inquired why one wasn't given & no I don't want this company back to fix anythingThe reason they were called was for main line & kitchen sink, in fact the tech handed the invoice to my husband & said write down what number you think is fair for the job & my husband said $to which the guy laughed & wrote the $he quotedI should not be charged for having to dig out equipment the tech got stuck, especially after he talked about the line being messed up & continuing to stick the equipment in the line. The work requested was not completed & they left the situation worse or same then before the callWhen I called to voice my dissatisfaction the lady on the phone acted as if she was in disbelief of my complaint & had to call the techAfter she spoke with the tech she called & spoke with my husband who voiced the same complaints I had & she said she would call us back, we did not hear anything elseWhile my husband voiced the complaints is when he said he was fixing the sink since the tech left without even looking at it. So yes I expect some sort of refund as work requested was not done.
Regards,
*** ***

Have no idea what "secondary" equipment your talking aboutI just put one item in drainI will provide no further response to this complaintAs the owner/operator my first response given is exactly what happenAnd no reimbursement will be provided

We quoted to come and clear out MAIN LINEWhen we arrived on site the husband directed us to the clean out on side of home, where apparently it had been clogged for some time due to huge amount of feces and toilet paper had that collectedThe entire area was scattered with thisThe husband
had put down some fiberglass lid for us to walk onHe knew there had been an issue with this line for some timeWe had been out once before to clear the line from roots(according to husband prob years ago but I cant any records)We proceeded to hydro jet line from clean outThen our jetter got stuck in there main lineI tried and tried to get it unstuck but could notAt this point we usually charge the customer to dig line up but the husband and I were talking about hunting etc., so as a courtesy I went ahead and dug up a good portion of line to get my hose out of the lineDuring the dig up process a cable was hit which we now know was the telephone lineIt was buried in A LOT of roots and right on top of sewer pipeThe sewer line was completely collapsed and dislocated which caused the major root intrusionI didn't ask the husband if he wanted the kitchen unclogged by us because he had already told us he was going to take care of itFurthermore, we will not cover the cable because it was buried in roots and we could not see or feel that there was anything other than sewer line in that immediate areaShe did call back to get an estimate for the complete excavation and replacement of pipeIf she was dissatisfied with our work why did she call back for an estimateThere will be no reimbursements for work completed

Complaint: ***
I am rejecting this response because: I called to complain & inform of job not done, I DID NOT call for an estimateWe asked why if they were full service that an estimate was not given to fix when the office called after talking with the techWhen a company breaks something they normally take responsibility for it, the jet got stuck because they chose to stick a secondary piece of equipment in the line & it was the decision the tech made that caused it to get stuckWe asked when on site about getting the line fixed & were informed "we don't do that"The tech told my husband that "oh the kitchen sink should be cleared now" & when my husband came inside to check they drove off because they wanted to get done early as it was Friday & we were the last call.
I DID NOT ask for an estimate on the phone, we inquired why one wasn't given & no I don't want this company back to fix anythingThe reason they were called was for main line & kitchen sink, in fact the tech handed the invoice to my husband & said write down what number you think is fair for the job & my husband said $to which the guy laughed & wrote the $he quotedI should not be charged for having to dig out equipment the tech got stuck, especially after he talked about the line being messed up & continuing to stick the equipment in the line.
The work requested was not completed & they left the situation worse or same then before the callWhen I called to voice my dissatisfaction the lady on the phone acted as if she was in disbelief of my complaint & had to call the techAfter she spoke with the tech she called & spoke with my husband who voiced the same complaints I had & she said she would call us back, we did not hear anything elseWhile my husband voiced the complaints is when he said he was fixing the sink since the tech left without even looking at it.
So yes I expect some sort of refund as work requested was not done.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
the secondary equipment was the back flow jet after the tree root cutting jet had been usedWhen calling a full service plumbing company I expect things to be fixed not left in a worse situationLeaving the job site with a cut phone line, clogged sink, broken pipe & gaping hole in my yard is not fixed.
Regards,
*** ***

I wanted to let you know that I left a message with *** *** on the 17th and requested pictures of the kitchen faucetI let her know she can take them from her phone and text them to us for her convenienceWe have not heard from herI left her another voicemail this morningThank you for
bringing this to our attention as we would like to resolve this matters as quickly as possibleHave a great daySincerely, *** ***
*** *** *** ***
***

Complaint: [redacted]
I am rejecting this response because: I do not have good faith in this business. I am going to take my business elsewhere. I feel that the business should have a recording or inform their customer that they can record it while they are doing this service since the fee is expensive
Regards,
[redacted]

When we went out on March 30th 2018 we pulled toilet to inspect sewer line. My tech [redacted] found there to be multiple bellies in line(holding water) and at that time we gave bid to customer for tunnel to replace entire section of line. This estimate was to replace the entire main line under home...

after tunnel work was completed. We completed an inspection and unfortunately do not have the capability to "record" our inspection. The job in question was completed and estimate provided for replacement of entire main line, not a spot repair.. The amount quoted was our estimate to properly complete the project to code with proper back-fill, compaction and engineer check off. There will be no reimbursement for work completed since we did complete the requested inspection.

We dont have a recording since we dont record it. We just do a visual inspection with the camera equipment and give estimate for repair. And on my recording it says to text if thats easier. Also on the invoice there a email. If customer wants us to come again and run the inspection equipment she is...

more than welcome to record the screen with her phone. I can give discount at 300.00 to be paid up front.