The Sewer Pros

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I am the prospective Buyer of this property, and I’m writing you to let you know that this inspection report is unsatisfactory because it omits certain essential informationI wanted to know the necessity for repair or worse, replacement of the sewer linesIn a 40-year home the buried plumbing lines are old or defectiveThey will drain fine at the inspection and clog when you move in.The inspector ran a lot of water during the inspection to detect resistance in the function of the sewer systemJust because the water was only running from the kitchen sink does not mean the drain pipes are NOT cloggedThe drain pipes from the bathroom sinks, the shower, the bathtub, the clothes washer and laundry sink were not tested.This is misrepresentation and a negligent inspectionThe home inspection report was incomplete, and based upon a less than satisfactory inspection.I request a refund of $199.00.Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: we were able to come to an agreement to get the issue resolved The company did take some responsibility in giving the instructions on how to install and we met in the middle The issue is resolved to my contentment No further action is required I appreciate the response of the Revdex.com and the help I received after reaching out to my local chapter Sincerely, [redacted]

I apologize for any misunderstanding the client may have had about the scope of our inspectionWhen we perform an inspection, we are trying to give the client as much information about the sewer as we possibly canIn this instance our inspector found a cleanout access that had been covered with
asphalt making it inaccessible and thus limiting our ability to inspect the sewer line all of the way to the city mainWe noted this in our original inspection report and made a recommendation to have the cleanout repaired (made accessible) and then to have a re-inspection to the city main so we could inspect the sewer line that wasn't visible due to this issueWe did our job in identifying an issue that could have turned into a much bigger issue if the new homeowner had experienced an emergency backup and had no access to clear it. I am sorry if the client does not see value in the service we provided, but we did our due diligence and provided a detailed inspection report that gave them all of the information we had availableWe also made the recommendations to repair the issue so that the client can buy this home with confidenceWe have no desire to refund the inspection fee as we performed our service in a manner above and beyond what is considered the industry standard

Thank you for the opportunity to respond. The homeowner's frustration with this situation is certainly understood.    We complete thousands of drain cleanouts each year and they all have their own unique set of circumstances.    Our company was hired by the homeowner's home...

warranty company to provide the drain cleaning service. After the damage occurred, our technician apologized to the homeowner and our office immediately informed our client, the home warranty company, of the situation but we neglected to reach out to the homeowner directly until a few days later. That was an unfortunate misstep and we have apologized for that initial lack of communication from our office to the homeowner.    This damage was due to the type of pipe that had been installed. Whenever piping is sealed behind drywall and unable to be seen the material used should be schedule 40 PVC not the thinner PVC that was used in this case. We were unable to see this pipe when cabling and were unaware what type of pipe was behind the walls.    Our disclaimer that this homeowner signed prior to cabling states: I understand that The Sewer Pros, LLC is not responsible for broken, settled, rusted, lead, or deteriorated pipes, fixtures, cleanouts, or traps and/or any damage resulting from cleaning such lines.  I also understand that the majority of the sewer line is not visible and determining any existing damage to the line is generally not possible.  Cleaning a damaged line may result in more extensive damage and/or the cable becoming stuck in the line.  The Sewer Pros, LLC is not responsible for any cables stuck or broken in the sewer line.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am the prospective Buyer of this property, and I’m writing you to let you know that this inspection report is unsatisfactory because it omits certain essential information. I wanted to know the necessity for repair or worse, replacement of the sewer lines. In a 40-year home the buried plumbing lines are old or defective. They will drain fine at the inspection and clog when you move in.The inspector ran a lot of water during the inspection to detect resistance in the function of the sewer system. Just because the water was only running from the kitchen sink does not mean the drain pipes are NOT clogged. The drain pipes from the bathroom sinks, the shower, the bathtub, the clothes washer and laundry sink were not tested.This is misrepresentation and a negligent inspection. The home inspection report was incomplete, false and based upon a less than satisfactory inspection.I request a refund of $199.00.Regards,
[redacted]

We do not run water in each faucet to look for a clog in that particular drain. That is what your home inspector does and that is why our inspection was offered as an addition to their inspection. The purpose of our inspection is to inspect as much of the buried main sewer line as we have access to and report the conditions that we find. We only run water in the kitchen sink during our inspection to look for any possible leaks (in the main line not under the sink) and to check the pitch of the sewer to make sure the water is flowing to the city main properly. I apologize again if you did not understand the scope of our inspection, but we did a quality sewer inspection and provided a very detailed report listing the conditions that were present at the time of our inspection including the full video, digital pictures, and repair recommendations. By the way, none of this was mentioned in your original complaint (copied below) so we consider this a frivolous complaint with no merit and we stand by our decision to not refund your money.The sewer inspector did not complete the inspection because a sewer cover in the street was sealed with asphalt and could not be opened. No one from the company advised the realtor prior to the inspection that any sewer covers need to be accessible for the inspector. Also, the sewer inspection was billed with the home inspection. It should have been billed separately since it is a separate inspection done with another inspector. This was an incomplete and inadequate inspection. I request a refund of the sewer inspection $199.00.

We have left a voicemail message to follow up with this customer and intend to offer to return to the property and properly install this product as they have requested. While we understand their frustration with this situation we feel we cannot be responsible for how a consumer installs this product...

so we have decided to not sell this product any longer for the consumer to install themselves. Moving forward we will only offer to install this product for the customer so we can ensure it is installed correctly or they will have to purchase the product themselves elsewhere.

Complaint: [redacted]
I am rejecting this response because:  we were able to come to an agreement to get the issue resolved.  The company did take some responsibility in giving the instructions on how to install and we met in the middle.  The issue is resolved to my contentment.  No further action is required.  I appreciate the response of the Revdex.com and the help I received after reaching out to my local chapter.  
Sincerely,
[redacted]