Mann's Inc.

Initial Business Response /* (1000, 5, 2017/04/11) */
I would to start off by saying that we send two men to run the machine from a safety standpointIf the snake binds up and the cable flips then I have had employees end up with broken fingersOne man feeds the cable while the second man starts
and stops the machineMost companies charge for the machine which we do not we simply charge for both men as it is a two man job despite what they thinkWhen we went out on 2/20/we ran the machine through the exterior cleanout to the street and the drain would not openWe then went inside the house and removed a stool to send the snake down the internal plumbing of the houseWhen we removed the stool the closet flange was full of female hygiene productsThis is why my gal responded the way she did when they called back days later as to whether coming out a second time would be warranty or notWhen we ran the snake from the stool location out to the exterior cleanout the line opened up and drained properlyWith sanitary lines such as this they are either flowing when we are done or they don'tI think what happened was the line worked for days and there were probably some tree roots down stream from the exterior cleanout to the street that eventually waste got caught on and then the line backed up a second timeWhen we left the sewer was flowingAccording to their complaint it sounds like they went through the exterior cleanout to get the line opened back up which was in a different area than the clog that we opened up between the interior of the house and the exterior cleanoutWe do stand behind our work and the man that did the work on this job has been with the company years and does a great jobWhile I don't totally agree with my gal telling them we would not come out a second time without charging she was basing that on what the guys found to be the problem the first timeThere are times where we make a second trip usually due to tree roots that did not totally get cut out on the first tripIn this case the blockage was in the main line in the house and not from the cleanout to the streetHonestly had they called back in and explained their problem we would have given it consideration but the first I knew about it was a nasty review on google they posted and then this letter from the Revdex.comMann's Inchas been in business for over years and we do provide quality people and serviceHad they called in to discuss it I would feel differently but instead they file a claim with you folks which doesn't sit well with meYou can see the number of complaints we have had with the Revdex.com and they have been very few and far betweenI don't want an upset customer like this out there talking ill of us when a simply discussion could have been hadTheir comment about us not standing behind our work and not having capable employees along with taking money for a service that was not provided when this is the first time we have ever worked for them is not fair and not appreciatedAt the end of the day I really don't feel a full refund is fair to us but I don't like dealing with customers like this that run to your agency as the first course of resolutionI would be willing to offer a refund of some sort to make it go away if that is the path of least resistance even though I don't agree with it
Thanks for your consideration
Initial Consumer Rebuttal /* (3000, 7, 2017/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is inaccurate, and I want a full refund
Unfortunately, your description behind the reasoning for a man crew to run that machine, did not happen that wayOne man was at the side trap, and as it fed, the other was following it back to another trap, as it had turned to the backyard trapinstead of going to the street, the opposite wayOne man said they'd never get it to go the right way, towards the street (which my inexperienced daughter did on the first try), so they went in the house to remove the toiletThey NEVER removed any tampons from my drainActually, my daughter had done so a couple days prior, with a 25' manual snake I showed the guys what was removed, and told them exactlu how she pulled them outAfter removing the toilet, and running the snake, they said it wss clearIt did flush, as they had pushed the clog far enough for it to flush for a few daysIm gone about hrs a day, to days a week when I work, so the toilet doesnt get much use on those days, or it would have re-clogged earlierThey DID NOT run the snake to the roadThere's no possible way for that to happen, unless it was a foot snake, and it definitely was notThere were NO attachments on the snake they used, unlike the one I rented, which had There were no roots in the line eitherUntil a couple years ago, this house had a septic systemThe city put in new sewer lines, and roots dont grow that fastAs a matter of fact, my toilet drain is not even connected to the drain on the side of my house for them to reach it from inside my houseI can prove that their recollection is totally inaccurateNo tampons were removed by your guysThe only thing I cleaned up was a spot where they sat the toilet, and the old wax ring had left a mark, no big dealI called Mann's to let them know of the re-occluded drainI told the receptionist with whom I spoke, I had just had my drain cleared and it was backed up just as it was when I made the initial callShe scheduled a time for a second service, and I asked if I'd be charged the full amountShe put me on hold and came back to say I would be charged as if it was a regular service call, even though I had just paid to have it clearedI told her that my drain shouldn't be backed up again, in just a few daysThat's when she put the blame on me by saying "we don't know what you put in your drain..." Wow! I told her l was an adult and I didn't put anything in my drainShe referred to kids putting stuff in the drain that I'm unaware of, and I told her 'I LIVE ALONE', she continued to say "well, we don't know that" "Yes, you do, I just told you"."I told my daughter about the situation and my daughter then made a couple calls to other businesses to make sure my request to come back and do the job I paid for, wasn't a ridiculous requestBoth companies felt I was overcharged, and they both said if the drain was cleared properly, it would not clog again in days, and if it did, they stood behind their work enough to know that they needed to recheck what had been doneActually, one company guaranteed their work for a year! They explained how a drain system worked, and told her the clog didn't build in days, so if it was cleared, it wouldn't re-clog in daysWith this new information, my daughter called Mann's, and AGAIN, your receptionist got defensive and wouldn't let her talk to anyone elseShe continued to blame me for the drain clogging again! That's when I posted the reviewYou guys had my number and my addressI gave ample time to be contacted so we could resolve this issueWhen I wasn't contacted, and I still had a clogged drain I had paid to have cleared, what more do you expect one to do? What do your other customers do? I tried to come to a resolution with your company, but that's not how this company operates, in my opinionThey were paid, and that was it
I want a full refund, and that is the ONLY acceptable outcome for meMy receipt clearly states that my drain was cleared, and it was notThat's what I was charged for, and that didn't happen.When I wasn't contacted, and I still had a clogged drain I had paid to have cleared, what more do you expect one to do? What do your other customers do? I tried to come to a resolution with your company, but that's not how this company operates, in my opinionThey were paid, and that was it
I want a full refund, and that is the ONLY acceptable outcome for meMy receipt clearly states that my drain was cleared, and it was notThat's what I was charged for, and that didn't happen