Extreme Hydro-Jetting

If you can provide us with an email we can very easily email a copy of the invoice over to you.

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]

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]

Revdex.com:
I apologize I got their email right after I got yours. Thank you for all your work. Their telling of this story is not correct as the invoice shows. I am glad I got something however. I will delete my review on yelp. Sincerely, [redacted]

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

Complaint: [redacted]
I am rejecting this response because:
I was not given a breakdown ever from the business and I haven't reviewed an email at all. This is very frustrating I had $1600 of work done and have nothing to shiw that. I don't understand why they are being difficult? It seems simple. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,[redacted] I questioned this work 3 times I was also told I could not seek another quote because the service order had been turned in. I am again asking why I was charged for piping I did not receive. I was not asked if this was ok, I was told. I have not received an itemized invoice ever. When 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 piping. The closet that they installed in was not small. The pan is a $20 part there was ample space to slide it in especially considering this is what they do all the time. My request is quite reasonable. Thanks

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 stoppage. After 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 connected. There also appeared to be
something in the line blocking it. The 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 noted. This 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 clothing. After 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. [redacted].  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 12 foot
from the house to the edge of the driveway that had holes and roots outside the
main sewer line of the house. Once 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
bathroom. We proceeded to go back and camera the line at no cost and at that
time found additional issues separate from the broken pipe. From the master
bath over to the mainline there were additional stoppages. The tech augured the
toilet and found additional clothing pieces that had been stuffed into the
pipe. He discussed this with Ms. [redacted]’s spouse and at that time she explained
that they had purchased the property under foreclosure. They discussed the
possibility that someone had purposefully jammed the pipes with the clothing
found by the tech. Ms. [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 performed. There were several sections of pipe repaired by our tech over a
3 day period. It 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 contract. Our technician completed the work agreed upon
by Ms. [redacted] in the signed contract, therefore we will not issue a refund at
this time.

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. With the stipulation "I agree to remove my internet remarks when I receive the $100 and an invoice detailing the work that was done."
Regards, [redacted]

We quoted 225 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 collected. The entire area was scattered with this. The...

husband had put down some fiberglass lid for us to walk on. He knew there had been an issue with this line for some time. We had been out once before to clear the line from roots(according to husband prob 2 years ago but I cant any records). We proceeded to hydro jet line from clean out. Then our jetter got stuck in there main line. I tried and tried to get it unstuck but could not. At 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 line. During the dig up process a cable was hit which we now know was the telephone line. It was buried in A LOT of roots and right on top of sewer pipe. The sewer line was completely collapsed and dislocated which caused the major root intrusion. I 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 it. Furthermore, 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 area. She did call back to get an estimate for the complete excavation and replacement of pipe. If she was dissatisfied with our work why did she call back for an estimate. There will be no reimbursements for work completed.

For the work done for this particular homeowner, we were dispatched through a Home warranty company. It is up to the Home warranty companies to inform their customers that they have options in their plumbing. Customers have the option of utilizing the services of the company dispatched or taking what is called a cash-out. I cannot speak to whether your home warranty company went over this with you or not, but that is always an option. As a company, we have to stand behind our work and our technicians while also ensuring that our customers are happy and taken care of. In 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" situation. As 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 $100 back to the customer due to any potential misunderstandings or hardship that she has had. We ask that disparaging remarks made by the homeowner be removed from any and all internet based programs in return.

Our technician went out to diagnose this water heater under a home warranty contract. Upon determination that the water heater did need to be replaced all costs were given to the warranty company and homeowner. The warranty company did not cover the costs listed in the initial listing from the...

homeowner. All cost were fully disclosed and the home owner agreed to them. There was no hiding of costs or fees and all of the associated costs were accepted prior to work beginning. The pan placed in the homeowner's water heater install was brand new and only got slightly dented upon installation due to the size of the closet where the water heater was being placed. We do not install used equipment in any home. Further, due to the nature of the space the water heater was located within, it was determined that the usage of an alarm was necessary and proper as a precaution where piping could not be installed.  Again, this was agreed to at the time of installation by the homeowner. Because this was an agreeable solution at the time of installation and the homeowner agreed to the pricing, we see no reason to refund any portion of that cost. As a fully licensed plumbing company with high quality technicians, we stand by our prices. This homeowner was fully capable of seeking other quotes on installing a new water heater, but agreed to the pricing we provided. All work was performed up to code. Because the work was completely up to standards and plumbing code we cannot offer a refund at this time.

Dear [redacted] I wanted to thank you for taking the time to write us and apologize for our delayed response. I 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 experiencing. One was a leaking tub/shower faucet located on the 2nd floor and the other, a leaking kitchen faucet. After 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 coverage. Your 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 standard. As in most faucets, internal components such as the cartridge will be plastic. Additionally, 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 policy. We 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 services. Respectfully,[redacted]

We have provided a copy of the invoice to customer at time of service. We have also emailed a copy with a breakdown of the costs.