Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ The customer's complaint is leaving out a few facts and exaggerating others which considering the emotion involved when one feels ripped-off is understandable First, Our technicians were directed to the well room by the renterThey moved 8-storage totes to access the door to the old pump roomThe capped well casing was obvious and ignoredWhat was not obvious was a inch hole in the floor in line with the stack at the back of the houseAfter determining that opening was not a clean out both technicians went to work at the stack cleanoutThe storage room you must go through to get to the well room was packed full of itemsFrom the customers letter to us this is where the front cleanout is locatedOur techs always look for outside cleanouts when they can't find the front cleanoutIf they didn't and one was there, they would truly look like a "dumbbell"I had two different technicians at the house and neither were able to locate the front clean out and worked from the stack cleanout, which is an acceptable practice Second, the management company and renters were not able to give us information about the front cleanout and we did not have contact information for the homeownerIt is my understanding the management company tried several times to contact the homeowner that night and the next day, unsuccessfully Third, the additional footage required to run the job is not a sufficient explanation for the issues encounteredWe ran in to problems about 115' and opened the line at 130'After opening the line we increased blade size to inch and ran through the "bad" area until there was an improvement in the ease at which the blade would go through that areaThis is an indication to me the line has not been cleaned with a full-size blade recently Though I understand Dr ***'s frustration with the service there were preparations he could have made that would likely have avoided the worst of this unfortunate experienceHe could have had this line cleaned as a maintenance concern before it backed upHe could have had it televised to determine the actual length and if other problems existed (I am assuming he didn't)He could have told people involved in the property (management company, renters, a sign on the wall/door indicating a cleanout inside) where the clean out was locatedHe could have been available to answer question Lacking any of the above we did the best we could with the information we had at the timeThough I felt my techs made no obvious errors in judgment I offered the 20% discount as a good will gestureThe suggested return of $1,is an indication the homeowner is taking no responsibility for his lack of preparation and feels we shouldn't charge extra for after hours service After all that is said; I will still offer the following options for additional compensationEither, $returned by check - or - free televising from the front clean out ($value) - or - free line cleaning each year for the next years ($value) from the front clean outchoosing wither the 2nd and 3rd options would require the storage room be emptied prior to our arrival I will also offer this bit of adviseHave this line cleaned yearly by a company using a full-size (4-inch) bladeTell them where the front cleanout is and have that room emptied before they get thereIf problems occur at more than a yearly frequency have the line televised to find out why Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/09/03) */ Drain King is correct in stating that neither the tenant nor the management company knew where the front clean out wasI was up there this past week and showed the clean out to both the tenant and the agent from the management companyI will accept the responsibility for not having shown it to them previously and have gone a step furtherI have used a magic marker on the wall drawing arrows and indicating exactly where the clean out isThe tenant did have two plastic containers and some blankets sitting on top of the clean out Drain King offered several options to resolve the issueI do agree that this drain should be cleaned on a yearly basis and I believe this is the best optionThe only issue is that the tenants may have boxes and stuff sitting on top of it againThe management company and the tenant now know where the front clean out is located and the walls are clearly marked, so the technician should have no problem locating the clean outIt took me less than a minute to move those items out the door to show the tenant and the management company the clean out If the technician can move the boxes sitting on top of the clean out, I would opt for the free line cleaning each year for the next years ($value) from the front clean outSince everything is now clearly marked on the wall he should have no trouble finding it Final Business Response / [redacted] (4000, 11, 2015/09/08) */ I am happy we have come to a satisfactory resolution to this unfortunate situationI will set this line up to be cleaned for the next years at no cost (value $390)As an added offer of good will I propose we televise the line next year, at no cost, and record the exact length of the line on the wall with the clean-out instructionsThe technician will remove and replace any storage boxes in the way of the clean-out
Initial Business Response /* (1000, 5, 2015/08/28) */
The customer's complaint is leaving out a few facts and exaggerating others which considering the emotion involved when one feels ripped-off is understandable
First, Our technicians were directed to the well room by the renterThey moved
8-storage totes to access the door to the old pump roomThe capped well casing was obvious and ignoredWhat was not obvious was a inch hole in the floor in line with the stack at the back of the houseAfter determining that opening was not a clean out both technicians went to work at the stack cleanoutThe storage room you must go through to get to the well room was packed full of itemsFrom the customers letter to us this is where the front cleanout is locatedOur techs always look for outside cleanouts when they can't find the front cleanoutIf they didn't and one was there, they would truly look like a "dumbbell"I had two different technicians at the house and neither were able to locate the front clean out and worked from the stack cleanout, which is an acceptable practice
Second, the management company and renters were not able to give us information about the front cleanout and we did not have contact information for the homeownerIt is my understanding the management company tried several times to contact the homeowner that night and the next day, unsuccessfully
Third, the additional footage required to run the job is not a sufficient explanation for the issues encounteredWe ran in to problems about 115' and opened the line at 130'After opening the line we increased blade size to inch and ran through the "bad" area until there was an improvement in the ease at which the blade would go through that areaThis is an indication to me the line has not been cleaned with a full-size blade recently
Though I understand Dr ***'s frustration with the service there were preparations he could have made that would likely have avoided the worst of this unfortunate experienceHe could have had this line cleaned as a maintenance concern before it backed upHe could have had it televised to determine the actual length and if other problems existed (I am assuming he didn't)He could have told people involved in the property (management company, renters, a sign on the wall/door indicating a cleanout inside) where the clean out was locatedHe could have been available to answer question
Lacking any of the above we did the best we could with the information we had at the timeThough I felt my techs made no obvious errors in judgment I offered the 20% discount as a good will gestureThe suggested return of $1,is an indication the homeowner is taking no responsibility for his lack of preparation and feels we shouldn't charge extra for after hours service
After all that is said; I will still offer the following options for additional compensationEither, $returned by check - or - free televising from the front clean out ($value) - or - free line cleaning each year for the next years ($value) from the front clean outchoosing wither the 2nd and 3rd options would require the storage room be emptied prior to our arrival
I will also offer this bit of adviseHave this line cleaned yearly by a company using a full-size (4-inch) bladeTell them where the front cleanout is and have that room emptied before they get thereIf problems occur at more than a yearly frequency have the line televised to find out why
Initial Consumer Rebuttal /* (3000, 9, 2015/09/03) */
Drain King is correct in stating that neither the tenant nor the management company knew where the front clean out wasI was up there this past week and showed the clean out to both the tenant and the agent from the management companyI will accept the responsibility for not having shown it to them previously and have gone a step furtherI have used a magic marker on the wall drawing arrows and indicating exactly where the clean out isThe tenant did have two plastic containers and some blankets sitting on top of the clean out
Drain King offered several options to resolve the issueI do agree that this drain should be cleaned on a yearly basis and I believe this is the best optionThe only issue is that the tenants may have boxes and stuff sitting on top of it againThe management company and the tenant now know where the front clean out is located and the walls are clearly marked, so the technician should have no problem locating the clean outIt took me less than a minute to move those items out the door to show the tenant and the management company the clean out
If the technician can move the boxes sitting on top of the clean out, I would opt for the free line cleaning each year for the next years ($value) from the front clean outSince everything is now clearly marked on the wall he should have no trouble finding it
Final Business Response /* (4000, 11, 2015/09/08) */
I am happy we have come to a satisfactory resolution to this unfortunate situationI will set this line up to be cleaned for the next years at no cost (value $390)As an added offer of good will I propose we televise the line next year, at no cost, and record the exact length of the line on the wall with the clean-out instructionsThe technician will remove and replace any storage boxes in the way of the clean-out
Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ The customer's complaint is leaving out a few facts and exaggerating others which considering the emotion involved when one feels ripped-off is understandable First, Our technicians were directed to the well room by the renterThey moved 8-storage totes to access the door to the old pump roomThe capped well casing was obvious and ignoredWhat was not obvious was a inch hole in the floor in line with the stack at the back of the houseAfter determining that opening was not a clean out both technicians went to work at the stack cleanoutThe storage room you must go through to get to the well room was packed full of itemsFrom the customers letter to us this is where the front cleanout is locatedOur techs always look for outside cleanouts when they can't find the front cleanoutIf they didn't and one was there, they would truly look like a "dumbbell"I had two different technicians at the house and neither were able to locate the front clean out and worked from the stack cleanout, which is an acceptable practice Second, the management company and renters were not able to give us information about the front cleanout and we did not have contact information for the homeownerIt is my understanding the management company tried several times to contact the homeowner that night and the next day, unsuccessfully Third, the additional footage required to run the job is not a sufficient explanation for the issues encounteredWe ran in to problems about 115' and opened the line at 130'After opening the line we increased blade size to inch and ran through the "bad" area until there was an improvement in the ease at which the blade would go through that areaThis is an indication to me the line has not been cleaned with a full-size blade recently Though I understand Dr ***'s frustration with the service there were preparations he could have made that would likely have avoided the worst of this unfortunate experienceHe could have had this line cleaned as a maintenance concern before it backed upHe could have had it televised to determine the actual length and if other problems existed (I am assuming he didn't)He could have told people involved in the property (management company, renters, a sign on the wall/door indicating a cleanout inside) where the clean out was locatedHe could have been available to answer question Lacking any of the above we did the best we could with the information we had at the timeThough I felt my techs made no obvious errors in judgment I offered the 20% discount as a good will gestureThe suggested return of $1,is an indication the homeowner is taking no responsibility for his lack of preparation and feels we shouldn't charge extra for after hours service After all that is said; I will still offer the following options for additional compensationEither, $returned by check - or - free televising from the front clean out ($value) - or - free line cleaning each year for the next years ($value) from the front clean outchoosing wither the 2nd and 3rd options would require the storage room be emptied prior to our arrival I will also offer this bit of adviseHave this line cleaned yearly by a company using a full-size (4-inch) bladeTell them where the front cleanout is and have that room emptied before they get thereIf problems occur at more than a yearly frequency have the line televised to find out why Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/09/03) */ Drain King is correct in stating that neither the tenant nor the management company knew where the front clean out wasI was up there this past week and showed the clean out to both the tenant and the agent from the management companyI will accept the responsibility for not having shown it to them previously and have gone a step furtherI have used a magic marker on the wall drawing arrows and indicating exactly where the clean out isThe tenant did have two plastic containers and some blankets sitting on top of the clean out Drain King offered several options to resolve the issueI do agree that this drain should be cleaned on a yearly basis and I believe this is the best optionThe only issue is that the tenants may have boxes and stuff sitting on top of it againThe management company and the tenant now know where the front clean out is located and the walls are clearly marked, so the technician should have no problem locating the clean outIt took me less than a minute to move those items out the door to show the tenant and the management company the clean out If the technician can move the boxes sitting on top of the clean out, I would opt for the free line cleaning each year for the next years ($value) from the front clean outSince everything is now clearly marked on the wall he should have no trouble finding it Final Business Response / [redacted] (4000, 11, 2015/09/08) */ I am happy we have come to a satisfactory resolution to this unfortunate situationI will set this line up to be cleaned for the next years at no cost (value $390)As an added offer of good will I propose we televise the line next year, at no cost, and record the exact length of the line on the wall with the clean-out instructionsThe technician will remove and replace any storage boxes in the way of the clean-out
Initial Business Response /* (1000, 5, 2015/08/28) */
The customer's complaint is leaving out a few facts and exaggerating others which considering the emotion involved when one feels ripped-off is understandable
First, Our technicians were directed to the well room by the renterThey moved
8-storage totes to access the door to the old pump roomThe capped well casing was obvious and ignoredWhat was not obvious was a inch hole in the floor in line with the stack at the back of the houseAfter determining that opening was not a clean out both technicians went to work at the stack cleanoutThe storage room you must go through to get to the well room was packed full of itemsFrom the customers letter to us this is where the front cleanout is locatedOur techs always look for outside cleanouts when they can't find the front cleanoutIf they didn't and one was there, they would truly look like a "dumbbell"I had two different technicians at the house and neither were able to locate the front clean out and worked from the stack cleanout, which is an acceptable practice
Second, the management company and renters were not able to give us information about the front cleanout and we did not have contact information for the homeownerIt is my understanding the management company tried several times to contact the homeowner that night and the next day, unsuccessfully
Third, the additional footage required to run the job is not a sufficient explanation for the issues encounteredWe ran in to problems about 115' and opened the line at 130'After opening the line we increased blade size to inch and ran through the "bad" area until there was an improvement in the ease at which the blade would go through that areaThis is an indication to me the line has not been cleaned with a full-size blade recently
Though I understand Dr ***'s frustration with the service there were preparations he could have made that would likely have avoided the worst of this unfortunate experienceHe could have had this line cleaned as a maintenance concern before it backed upHe could have had it televised to determine the actual length and if other problems existed (I am assuming he didn't)He could have told people involved in the property (management company, renters, a sign on the wall/door indicating a cleanout inside) where the clean out was locatedHe could have been available to answer question
Lacking any of the above we did the best we could with the information we had at the timeThough I felt my techs made no obvious errors in judgment I offered the 20% discount as a good will gestureThe suggested return of $1,is an indication the homeowner is taking no responsibility for his lack of preparation and feels we shouldn't charge extra for after hours service
After all that is said; I will still offer the following options for additional compensationEither, $returned by check - or - free televising from the front clean out ($value) - or - free line cleaning each year for the next years ($value) from the front clean outchoosing wither the 2nd and 3rd options would require the storage room be emptied prior to our arrival
I will also offer this bit of adviseHave this line cleaned yearly by a company using a full-size (4-inch) bladeTell them where the front cleanout is and have that room emptied before they get thereIf problems occur at more than a yearly frequency have the line televised to find out why
Initial Consumer Rebuttal /* (3000, 9, 2015/09/03) */
Drain King is correct in stating that neither the tenant nor the management company knew where the front clean out wasI was up there this past week and showed the clean out to both the tenant and the agent from the management companyI will accept the responsibility for not having shown it to them previously and have gone a step furtherI have used a magic marker on the wall drawing arrows and indicating exactly where the clean out isThe tenant did have two plastic containers and some blankets sitting on top of the clean out
Drain King offered several options to resolve the issueI do agree that this drain should be cleaned on a yearly basis and I believe this is the best optionThe only issue is that the tenants may have boxes and stuff sitting on top of it againThe management company and the tenant now know where the front clean out is located and the walls are clearly marked, so the technician should have no problem locating the clean outIt took me less than a minute to move those items out the door to show the tenant and the management company the clean out
If the technician can move the boxes sitting on top of the clean out, I would opt for the free line cleaning each year for the next years ($value) from the front clean outSince everything is now clearly marked on the wall he should have no trouble finding it
Final Business Response /* (4000, 11, 2015/09/08) */
I am happy we have come to a satisfactory resolution to this unfortunate situationI will set this line up to be cleaned for the next years at no cost (value $390)As an added offer of good will I propose we televise the line next year, at no cost, and record the exact length of the line on the wall with the clean-out instructionsThe technician will remove and replace any storage boxes in the way of the clean-out