Gillece Services, LP

Review: After an attempted unclogging the evening of Thursday April 16, 2015 technician [redacted] discovered roots in main drain pipe leading to an old septic tank/leech field. The next day, technician [redacted] arrived and sold me the promise that I would have a “sewage ejector pump” installed and operational the same day. The job was to be inspected, and fully completed by Sunday afternoon with 12 months same as cash financing. The agreement also stated “Area will be sectioned of w/plastic + HEPA filter installed.”

I signed the paperwork agreeing to pay $7,273.77 based on these promises. Only after signing was I made aware of a $29 finance activation fee. Furthermore, an outrageous APR percentage if not fully paid within 12 months was never disclosed.

What I got instead was a nightmare that lasted a full week until the following Friday. A regular sump pump was installed for two floor drains and laundry with an alarm that was simply silenced and dismissed as normal operation. I was left with the labor of cleaning a total mess of mud, dust, and debris since plastic that sectioned off the area was quickly torn down, and drop cloths weren’t used on carpeted steps and walkways during excavation. A HEPA filter wasn’t used and an inspector never showed. When I inquired about cleaning services and a HEPA filter, [redacted] responded with “It looks like it’s pretty much clean now.” After spending over 7k for a hole in the floor, a sump pump, an uneven concrete patch, unfinished work, and inferior plumbing with unnecessary angles and sleeves, I needed to spend another $169.59 for a floor scrubber since a regular mop and bucket only pushed dirt around the basement floor.

I let technician [redacted] borrow my Olympia E-Z Read tape measure (valued at $9.34) and he ended up leaving with it. Prior to [redacted]’s visit, my DeWALT folding pocket knife Model DWHT10272 also disappeared (valued between $14.97 and $19.69).

I spoke to Customer Relations Manager [redacted] twice, giving him the opportunity to make things right and the defective pump was replaced. During the first conversation he offered a free furnace inspection and Bronze service package for future services that I declined since it isn’t related to this repair or expense.

Apparently, the pump and associated plumbing was installed improperly or too close to the first floor kitchen sink drain since I now have a loud, annoying, gurgling sound every time the nice and quiet pump is in operation. Technician [redacted] who installed the plumbing agreed that I shouldn’t have to live with such racket and that my request is not unreasonable. Had we been upstairs and heard this noise the problem would have been corrected while [redacted] replaced the defective pump. He informed me that I would be charged at the standard service rate to correct this now despite their written satisfaction guarantee.

Among all the issues, I had a second conversation with Tom only demanding that the tape measure be mailed back and loud gurgling be taken care of. He said the gurgling is due to not having proper venting in the existing house plumbing. He used a metaphor saying it’s unrelated as if I had my car engine replaced and now I’m complaining about a strut. The fact is I never had gurgling until now since the pump creates a vacuum causing the aggravating sound from a gravity fed sink trap. He refuses to correct this for free and credited back $125. When threatened with recourse such as turning to the Revdex.com, social media, or disputing credit card charges, he responded with “Go ahead, this isn’t my first rodeo and you will lose.”Desired Settlement: I’ve never filed a complaint but have several in this case that cover a sales presentation that misrepresented a promised service timeline, undisclosed finance charges, theft, and inferior workmanship. However, the primary complaint is the failure to honor quality service with 100% satisfaction as advertised below.

“100% Satisfaction. Guarantee on all workmanship and products. We will come back at no additional cost until you are satisfied with our services.” “We wear shoe covers, use drop cloths and clean your home to your satisfaction.”

I feel the $125 compensation is inadequate for the mess left behind and level of service received. For what I've spent, all I want is the loud gurgling to go away at no additional cost.

Business

Response:

Dear Revdex.com, Than you for allowing me to clear up any misunderstandings for this customers concern. I would first like to again thank the gentleman for his business we truly appreciate him as a customer. I would like to point out a few items to help resolve the issue. The first issue is in regards to his finance concerns, the customer was given and signed his credit application. All the information was given to the customer when they signed the application. The loan is not thru us, it is thru a 3rd party lender. The customer is more than welcome to contact them in regards to the questions he has with the banks policy. We have also refunded 125.00 to the customer in form of a resolution to his concerns. We were unable to verify whether the pipe gurgled prior to our arrival, however we did offer him a discounted fix for him. He declined, to have the additional work done. He stated that he has no problem running our name thru the mud on social media if we do not do extra work for free. Our goal is to satisfy all customers, however we must draw the line at free work......Thank you for your help

Consumer

Response:

Financing was simply presented as 12 months “same as cash”. I can provide a copy of the application showing that the APR% was intentionally leftblank and never discussed. However, this is the least of my complaints. As far as I’m concerned the $125 compensation is for the mess left behind since a HEPA filter and plastic wasn’t used as written on the agreement. I also had to replace my missing DeWALT folding pocket knife and Olympia E-Z Read tape measure. There is no need to verify whether the pipe gurgled or not prior to work performed since gurgling does not occur unless the newly installed pump is operation. The pump and associated plumbing now creates a trap vacuum that causes the aggravating sound. I indeed declined a “discounted” simple vent fix since it would have cost me an estimated $300-$450 on top of the $7,148.77 already spent on unsatisfied work. I’m simply asking that this be remedied by honoring their published “100% satisfaction guarantee on all workmanship and products. We will come back at no additional cost until you are satisfied with our services.”

Business

Response:

Dear Revdex.com, Thank you again for allowing use to clear up any confusion for the customer. As you can see below we had given the customer options that would have corrected the concerns with the gurgling, however the customer chose to go with a lower option. we believe that our contracted work is working to the customers satisfaction, as he stated that we have installed a working pump. . We hope that this clears up any concerns in regards to this contract. Please use the paperwork below to show the options given to the customer. We woudl be happy to come out and review the work that needs to be done with him againand try to resolve any further concerns he may have.

Consumer

Response:

To clarify options presented, technician [redacted] who wrote the contract strongly advised against Option 3 which was only an “attempt” to hydro-jet tree roots from exterior drain line. Was told this isn’t a viable option since it’s only a temporary fix until roots grow back, has no warranty, would likely not work and cause flooding due to clog location. I would be out $1,648 and have to pick another option at full price. Technician [redacted] said that hydro-jetting will blow out a leach field and can’t believe this was quoted as a feasible option. This only leaves Options 1 & 2. Option 1 – “Replace full interior line w/ new pump”. Was not necessary since roots were found approximately 30 feet out exterior drain line leading to septic tank during “No clog is too big for Gilley’s Clog Crusher” snaking and video camera inspection. In fact, the same working, gravity fed interior drain line located under basement floor was used in Option 2.Therefore, Option 2 wasn’t the lowest cost but the only obvious choice given the options. However, Gillece did not fulfill Option 2 as specifically documented on the contract since a “sewage ejector” and “HEPA filter” were not used. [redacted] 1Ž2 HP “sewage” pumps sell retail between $277 and $554.70. Instead, a 1Ž2 HP [redacted] Utilitech sump pump (Item #239985) was installed and retails for $161. This is a huge $116 to $393.70 plus tax difference in cost and a sump pump will likely get clogged over time with laundry lint and sediment.Looking at the contract provided, there is no denying that BOTH Options 1 & 2 required some form of a pump and is the direct cause of gurgling. Attached is a statement from a reputable plumbing company with a possible fix. Confirming that the vent stack above the kitchen sink should be adequate but a very loud suction noise emits from the kitchen sink trap only when the pump is in operation due to the high discharge rate. Gillece technicians [redacted] (on Saturday, June 6th 2015) and Brent both witnessed this and agree that I shouldn’t have to live with such racket and my request is not unreasonable. [redacted] was to present this argument to Gillece at a meeting on Monday, June 8th and I was waiting to hear back. I will not be a satisfied customer or recommend Gillece until this is resolved. Again, Gillece did not deliver Option 2 as specified and refuses to honor their 100% satisfaction guarantee as clearly stated. “Guarantee on all workmanship and products. We will come back at no additional cost until you are satisfied with our services.” (SEE ATTACHED)In closing and most importantly, pump surges and loud gurgling occur continually as it rains keeping me awake at night. If the pump malfunctions or a brief power outage happens during; or many hours after a storm, without a battery backup or generator, the basement without outside access is quickly flooded. This investment should give me peace of mind and add to resale value but only increases my problems. I would have been much better off finding someone to rip up the backyard to replace the exterior line. Storm water runoff, battery backup, and what needs done was not quoted as options. I fail to see any contract options they claim to reference “that would have corrected” gurgling such as installing an air admittance valve. I wish to have this forwarded and the case escalated to President [redacted]. Thank you for your prompt attention in this matter,

Business

Response:

Dear Revdex.com, We would be happy to send our Plumbing manager out to review the clients concerns. If the client would contact us at his convenience.Thank you again