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 standpoint. If the snake binds up and the cable flips then I have had employees end up with broken fingers. One man feeds the cable while the second man starts...

and stops the machine. Most 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 think. When we went out on 2/20/17 we ran the machine through the exterior cleanout to the street and the drain would not open. We then went inside the house and removed a stool to send the snake down the internal plumbing of the house. When we removed the stool the closet flange was full of female hygiene products. This is why my gal responded the way she did when they called back 13 days later as to whether coming out a second time would be warranty or not. When we ran the snake from the stool location out to the exterior cleanout the line opened up and drained properly. With sanitary lines such as this they are either flowing when we are done or they don't. I think what happened was the line worked for 13 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 time. When we left the sewer was flowing. According 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 cleanout. We do stand behind our work and the man that did the work on this job has been with the company 20 years and does a great job. While 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 time. There are times where we make a second trip usually due to tree roots that did not totally get cut out on the first trip. In this case the blockage was in the main line in the house and not from the cleanout to the street. Honestly 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.com. Mann's Inc. has been in business for over 50 years and we do provide quality people and service. Had 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 me. You can see the number of complaints we have had with the Revdex.com and they have been very few and far between. I don't want an upset customer like this out there talking ill of us when a simply discussion could have been had. Their 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 appreciated. At 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 resolution. I 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 2 man crew to run that machine, did not happen that way. One 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 trap. instead of going to the street, the opposite way. One 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 toilet. They NEVER removed any tampons from my drain. Actually, 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 out. After removing the toilet, and running the snake, they said it wss clear.. It did flush, as they had pushed the clog far enough for it to flush for a few days. Im gone about 15 hrs a day, 3 to 4 days a week when I work, so the toilet doesnt get much use on those days, or it would have re-clogged earlier. They DID NOT run the snake to the road. There's no possible way for that to happen, unless it was a 200 foot snake, and it definitely was not. There were NO attachments on the snake they used, unlike the one I rented, which had 4. There were no roots in the line either. Until a couple years ago, this house had a septic system. The city put in new sewer lines, and roots dont grow that fast. As 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 house. I can prove that their recollection is totally inaccurate. No tampons were removed by your guys. The only thing I cleaned up was a spot where they sat the toilet, and the old wax ring had left a mark, no big deal. I called Mann's to let them know of the re-occluded drain. I 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 call. She scheduled a time for a second service, and I asked if I'd be charged the full amount. She 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 cleared. I told her that my drain shouldn't be backed up again, in just a few days. That'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 drain. She 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 request. Both companies felt I was overcharged, and they both said if the drain was cleared properly, it would not clog again in 13 days, and if it did, they stood behind their work enough to know that they needed to recheck what had been done. Actually, one company guaranteed their work for a year! They explained how a drain system worked, and told her the clog didn't build in 13 days, so if it was cleared, it wouldn't re-clog in 13 days. With this new information, my daughter called Mann's, and AGAIN, your receptionist got defensive and wouldn't let her talk to anyone else. She continued to blame me for the drain clogging again! That's when I posted the review. You guys had my number and my address. I gave ample time to be contacted so we could resolve this issue. 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 opinion. They were paid, and that was it.
I want a full refund, and that is the ONLY acceptable outcome for me. My receipt clearly states that my drain was cleared, and it was not. That'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 opinion. They were paid, and that was it.
I want a full refund, and that is the ONLY acceptable outcome for me. My receipt clearly states that my drain was cleared, and it was not. That's what I was charged for, and that didn't happen.