The Trenchless Company

[redacted] ,Thank you for bringing your concerns to my attention I have reviewed your comments together with separate correspondence that you sent to me on October I have been actively investigating the issues you have raised in an effort to understand the problems you experienced The thing about your experience that was most troubling to me was that you were not able to contact my company We pride ourselves on responsiveness and customer service We have a significant presence on the internet as well as a call center that answers calls all day, days a week After looking into that issue, it appears that you may have been attempting to contact [redacted] our service technician on his cell phone rather than attempting to contact our company directly Unfortunately when you were making those phone calls [redacted] was no longer employed by our company and we were unaware of your situation I apologize for the timing of that situation In any event, I am glad that you were eventually able to contact the company so that we could look into this and address the situation to your satisfaction I will contact you directly next week to discuss a resolutionThank you again for bringing this to our attention and I will talk to you soon

I am rejecting this response because:The fact that another plumber fixed the problem in minutes and only required a snake is why I don't believe your statementAlso, how do you give yourself permission to charge a customer's credit card without their authorizationI asked your staff to email me a detailed invoice and I was ready to payShe didn't and just went ahead and charge my cardThat's not good customer serviceAs far as finding your business online on a Facebook mom's group - not a big impressive comment since your wife was the one who referred youAlso, I heard from different plumbers that you threatened to sew them if they spoke truthfully against your companyI am not sure how you justify thatI also feel that when you send a plumber who is not licensed to give me a quote and then gives me a quote it automatically discredits your services and lack of good faith business practices

***,After receiving your complaint from the Revdex.com I contacted you and your husband *** immediately to gather some more information After speaking with you we set up an appointment with you and your husband on 2/24/at 9am to re-run the video camera down your sewer line The purpose of this meeting was to determine if our technician *** had given you a bid for work that did not need to be done, or was on the County's side of responsibility Unfortunately you we not able to make this appointment but we were able to meet your husband *** While we were onsite we ran the video camera down the sewer line clean-out to the right of your front door out to the street Approximately feet away from the County's clean-out on your side of responsibility, your line became back-graded or "bellied" and a large tree root had broken in to the back side connection of the county's clean-out This is clearly on your side and is 100% your responsibility Your husband even has a diagram that clearly illustrates Homeowners responsibility and County's responsibility I have Attached a copy of this County document for you to review as well While we were on site with your husband *** we went over this document and I showed him where the tree roots had broken into your sewer line and he even agreed that the issues were on your side At this time I explained to your husband *** that if the County saw our camera inspection and where the roots had grown in to your sewer line that they would not cover the repair because it it clearly on your side of responsibility I know you were not present when we did this inspection for me to show you personally, but if you were you would 100% agree with me that the roots are on your side of responsibility as my technician *** stated As a business owner our reputation is extremely important to me and if my technician made a mistake or clearly mislead you and your husband in any way I would be the first to admit it and would take care of the situation on my end immediately In this situation that's just not the case I told your husband that if the County is going to fix this for free to go ahead and let the do it we don't want to get in your way, but we all agreed that after seeing the camera that *** did diagnose your situation correctly and I would have recommended the exact same thing for your situation Again I have no interest in stopping the County from repairing your sewer line for free my only concern is to protect our reputationYour complaint insinuates that we are taking advantage of you because of your age and I can insure you that is not the case What I propose as a resolution to your complaint if you do not feel the same as I do is that we reschedule a time to meet at your property with you present I would be happy to meet before work or after work so we don't impact your work schedule We can do this first without the County present and if you don't agree with our diagnosis I would be happy to set up a meeting with the County sewer official to have him or her explain where your responsibility is and where the County responsibility is Taking advantage of a customer regardless of age would not be tolerated at our company and is a very serious accusation to make without being present to see the camera and for me to show you what I saw at your property Please let me know how you would like to proceed as I feel your complaint is inaccurate and could cause a serious financial impact to my company, our staff and our great reputation in this community My goal is to resolve this with you directly so hopefully I *** here back from you soonThank you,*** ***Owner-The Trenchless Co

I have
made contact with the customer as of November 06th, The
framework for a resolution has been set by both parties and we have both
committed to having this matter resolved by Tuesday November 10th,
The customer and I will update the Revdex.com once both parties
have reached an agreement regarding this matterSincerely,*** ***Owner of The Trenchless Company

In response to the complaint filed by *** *** on 5/21/ I'm not sure what else as a company we can do for her To date she has paid us nothing for the hours we spent diagnosing her sewer issue with our camera and locating equipment, digging to expose the buried
sewer line we found on the side of her homeOnce we found it we then spent almost an hour trying to clear her line with our sewer equipment but were unable to get the line flowing properly We gave ***e options after being unable to fully clear he line1-To install a new clean-out in the area we exposed and to try to clear the line with our hydro-jetter To repair the section of pipe we could not get our sewer cable through with new pipe and install a new clean-out in the area we exposed and A Full pipe replacement option if she wanted to replace the whole thing given the age of the homeShe decided on option Replace the section of pipe we could not get our cable through and install a new clean-out for future maintenance We waved our $fee for the hrs we spent at her home(a very fair price for hrs.) since she signed up for the repair We did the paperwork with her and went on to our next call Then around pm we got a call to cancel the contract and she wanted something in writing from me stating the contract was canceled I said no problem but we would just need to be paid for the work we performed locating, exposing the sewer line etc She said we would take care of that but wanted to cancel I immediately sent her the email per her request and trusted she would take care of the bill for the work performed She was referred to us by a local moms *** group that we have a great reputation on and we live in the same neighborhood so I figured it would be no issue It was also late Friday at 5:30-6:by now so I did not have her sign for the work we performed that dayLesson learned on my part and we gave her a full refund immediately upon request We are a 3rd generation local plumbing company and really try to shoot for 100% customer satisfaction and sometimes we miss the mark, but when given the opportunity we will always do the right thing Unfortunately we were not given the opportunity with this customer but have given her a complete refund *** I'm genuinely sorry you were not happy with the work we did at your house and would like to apologize for any inconvenience we may have caused you If I can do anything else please let me know Hopefully we can consider the matter resolved Respectfully,*** ***The Trenchless Co.

the county has contacted us and they will be taking care of the problemalso, trenchless has come out to our home and spoken with my husband, ***and has admitted no roots are under sidewalk*** * ***

The work has been completed. I am satisfied with the resolution.*** * ***

I am rejecting this response because:The Company has not resolved the initial problem that their work was deficient in the first place. He does mention that he wants to resolve the issue and that he will call me this week. It is already Thursday and I have not heard from The Company. I cannot accept his response until I know what it is. The Company's response does not discuss the fact that none of the branch lines were connected to the sewer and that all of kitchen and bathroom sinks were draining directly onto the ground causing damage under the building.

I am rejecting this response because:The fact that another plumber fixed the problem in 45 minutes and only required a snake is why I don't believe your statement. Also, how do you give yourself permission to charge a customer's credit card without their authorization. I asked your staff to email me a detailed invoice and I was ready to pay. She didn't and just went ahead and charge my card. That's not good customer service. As far as finding your business online on a Facebook mom's group - not a big impressive comment since your wife was the one who referred you. Also, I heard from 2 different plumbers that you threatened to sew them if they spoke truthfully against your company. I am not sure how you justify that. I also feel that when you send a plumber who is not licensed to give me a quote and then gives me a quote it automatically discredits your services and lack of good faith business practices.

[redacted],Thank you for bringing your concerns to my attention.  I have reviewed your comments together with separate correspondence that you sent to me on October 16.  I have been actively investigating the issues you have raised in an effort to understand the problems you experienced....

 The thing about your experience that was most troubling to me was that you were not able to contact my company.  We pride ourselves on responsiveness and customer service.  We have a significant presence on the internet as well as a call center that answers calls all day, 6 days a week.  After looking into that issue, it appears that you may have been attempting to contact [redacted] our service technician on his cell phone rather than attempting to contact our company directly.  Unfortunately when you were making those phone calls [redacted] was no longer employed by our company and we were unaware of your situation.  I apologize for the timing of that situation.  In any event, I am glad that you were eventually able to contact the company so that we could look into this and address the situation to your satisfaction.  I will contact you directly next week to discuss a resolution. Thank you again for bringing this to our attention and I will talk to you soon.

[redacted],My name is [redacted].  I'm the owner of The Trenchless Co.  Thank you very much for bringing your concerns to my attention.  I wanted you to know that your feedback is extremely important to me.  I am having my office pull your file so I can see the...

history of your call.  Once I gather a little more information on my end I would like to reach out to you personally to speak with you and get your feedback as well.  My family has been in the plumbing industry for 3 generations here in Sacramento and I take our customer service and our reputation very seriously.  I will contact you asap to get more information.  Thank you again for reaching out and I look forward to speaking with you.Sincerely,[redacted]-OwnerThe Trenchless Co.