The Trenchless

Fred, My name is [redacted] and I'm the owner of The Trenchless Co Thank you for bringing your concerns to my attention I will pull your file and contact you once I have all the information in front of me so we can get this resolved Thanks again and I will reach out to you shortly Sincerely, [redacted]

I am pleased with the response from the Trenchless company/Sacto

Fred,
My name is [redacted] and I'm the owner of The Trenchless Co.  Thank you for bringing your concerns to my attention.  I will pull your file and contact you once I have all the information in front of me so we can get this resolved.  Thanks again and I will reach out to you...

shortly.
Sincerely,
[redacted]

Review: I hired Trenchless to fix a blockage in my sewer. Two days after they left. the blockage is worse.

I hired Trenchless to fix a blockage in my sewer. 2 days after they left, the blockage was much worse. I now am getting dirt in my tub with a reversed flow of water which never occurred before they worked on my sewer

Date of service: 11/11/13

Invoice # [redacted]

Service Rep: [redacted]

Paid with my Visa card: $349.00

Their ads state that they will do this work for $99, but when the technician first stuck his shovel in the ground, he said, "By the way, this is a $495 hole." They advertise $99, but charge $495 (or try to). 'Bait-and-switch' advertising, which I thought was illegal. As I write this, their website still shows a $99 price.

I have contacted Visa about getting my money back.

The promised testing was sticking a hose into the sewer.

I am a retired DoD employee. I see no other place to put this info.Desired Settlement: Refund

Business

Response:

Contact Name and Title: [redacted]- Owner

Contact Phone: 916-455-4433

Contact Email: [redacted]

Bruce,

My name is [redacted] owner of The Trenchless Co. Thank you for bringing you concerns to our attention. I will contact you by phone to get a little more information about the situation and try to get this resolved asap! My family has been here in Sacramento since 1920 and I'm a 3 generation local plumbing contractor. We do not deploy bait and switch advertising tactics to try to trick our customers. I'm sorry that's the way you felt after your experience with our company and I hope after we speak we will be able to get on the same page and get your issue resolved! Thanks again for bringing this to my attention and I will be in touch with you shortly.

Sincerely,

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

He is not truthful. They advertise $99 sewer cleanout, yet when their employee first stuck his shovel in the ground, he stated, "By the way, this is a $495 hole." Also, they ignored me when I tried to get their help to complete the job I hired them for. They do not guarantee their work. I had to hire another company to do the job that I originally hired them for. I doo not like being ignored when I tried to contact them. I am not impressed by the length of time he has been in business.

Review: This began when I heard the toilet was gurgling. My husband realized the sewer line was backing up. He looked in the clean out and saw sewer water standing there. He then went to the second clean out and saw it was backed up there as well. After he cleaned it out, he saw roots there. So, we called Trenchless Company for repair options. On 10/24/2015 [redacted] came out and scoped the sewer line. The estimates he gave were:

1) conventional excavation and line replacement $5592.77 (not including sidewalk repair)

2) trenchless pipe bursting at $3980.27.

I then called another company, and the sewer line was scoped again. Now, we were told that there were no roots where Trenchless told us they were (under our sidewalk), and that the whole sewer line did NOT have to be replaced. Actually, this second estimate was zero, as we were advised that the broken sewer line was at the county clean out, and it was the county's responsibility. We contacted the county, who have been out several times and are working on fixing the problem. I was called several times by Trenchless to see when I wanted to schedule their work. I am late in writing this complaint due to the anger I felt at being given incorrect information in regard to unnecessary work to be done at our home. Both my husband and I are in our 70's and I feel we could have been taken advantage of due to our age.Desired Settlement: I just want other consumers to know NOT to call The Trenchless Company.

Business

Response:

[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.

Consumer

Response:

the county has contacted us and they will be taking care of the problem

EXCELLENT WORK DONE BY TRUSTWORTHY AND COMPETENT STAFF.

Review: The Trenchless Company was called out to a commercial building that in Santa Cruz CA on June 29, 2015 due to water backing up. It was determined that a new sewer pipe was needed. The contract states that they would reconnect all lines to the new main line that they installed. [redacted] was the primary contact for the project. Less then a week after the company completed their work, the restaurant was experiencing a sewer odor. The company came back out on 7/27/15 and determined that a vent pipe was the cause of the odor. They recommended that a different plumber should complete the vent pipe repairs. A second plumber came to the building but would not do any work as they felt The Trenchless Company needed to complete their work first. Now the building was experiencing back up issues daily. Several phone messages were left for The Trenchless Company to fix the problem. Finally on 9/4/15 [redacted] promised that he would send a crew to the building. When no crew showed on Monday as promised, we called The Trenchless Company several more times with no return call. As a result, we called a new plumber, [redacted]. When they put their camera through the line, they determined that the only connections to the main line were the toilets. The Trenchless Company did not re-connect all of the lines as called for in the contract. In fact, none of the bathroom sinks, the kitchen sinks, the dishwasher or the prep sink were reattached. All of the water and what ever else goes down the drain from a very busy restaurant was draining onto the ground under the building. When [redacted] jack hammered the bathroom floor there was several feet of standing water under the concrete. There was a mess of smelly grease, water and mud under the restaurant as no branch lines were connected.Desired Settlement: The second plumber that we hired to correct The Trenchless Companies deficient work needed to jackhammer 2 bathrooms, remove all water and grease, hand dig to find the branchlines from the kitchen and vanities that were not connected. He needed to repair and connect the branch lines. He also had to jackhammer a 3' by 10' trench in the dinning area to expose the 2" line from the prep sink. We would like the cost of these repairs, $15,000, reimbursed.We paid The Trenchless Company over $18,000.

Business

Response:

[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.

Consumer

Response:

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.

Business

Response:

I have

made contact with the customer as of November 06th, 2015. 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,

2015. The customer and I will update the Revdex.com once both parties

have reached an agreement regarding this matter. Sincerely,[redacted]Owner of The Trenchless Company

Review: This company came out for a backed up sink. Didn't fix it after 5 hours and quoted me a new pipe replacement. I called another pulmber, they fixed it in 45 minutes and said I don't need new pipers. When I called the trenchless and told them I don't need the replacement they went and charged my credit card without my permission for the remainder of the work they claimed they did. They didn't do this work and also had only advertised to charge $99 for the basic plumbing, which I paid.Desired Settlement: I want your bureau to investigate this company because I was told they have done such erroneous quotes and charges with previous customers. I already contacted my local licensing bureau and filed a complaint.

Business

Response:

In response to the complaint filed by [redacted] on 5/21/2015. I'm not sure what else as a company we can do for her. To date she has paid us nothing for the 5 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 home. Once 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 [redacted]e 3 options after being unable to fully clear he line. 1-To install a new clean-out in the area we exposed and to try to clear the line with our hydro-jetter. 2. 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 3. A Full pipe replacement option if she wanted to replace the whole thing given the age of the home. She decided on option 2. Replace the section of pipe we could not get our cable through and install a new clean-out for future maintenance. We waved our $495.00 fee for the 5 hrs we spent at her home(a very fair price for 5 hrs.) since she signed up for the repair. We did the paperwork with her and went on to our next call. Then around 5 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 [redacted] 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 5:30-6:00 by now so I did not have her sign for the work we performed that day. Lesson 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. [redacted] 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,[redacted]The Trenchless Co. ..

Consumer

Response:

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.

Review: Plumber came out to unclog main drain. Upon leaving he left feces and soiled tissue on the ground. I needed had to clean this up myself.

[redacted] came out to unclog main sewer line. When I saw the mess that was made I called plumber [redacted] and he said it's not his job to clean the mess. Therefore I called the company and advised them of the above and that the drain was still full. The drain appears to still be clogged. Desired Settlement: I would like for them to seen out another plumber to re-inspect sewer line. If this is not and option I want a full refund.

Business

Response:

Business' Initial Response

At The Trenchless Co. we have a 100% Satisfaction Guarantee, and from the information provided by Ms. [redacted], she was not 100% satisfied. As it is our policy and Ms. [redacted]'s desired resolution, we will be providing Ms. [redacted] with a full refund of $100.

Business' Final Response

Consumer accepts and would like a check mailed.

Review: RE; SERVICE AT 7128 DAWN VIEW COURT, CITRUS HEIGHT CA;WAS PROMISED BILL, LOCATION OF CLOG, ESTIMATE FOR FIXING LINE. AFTER 3 CALLS GOT BILL ONLY; OTHER ITEMS STILL OUTSTANDINGDesired Settlement: COMPLETE PROMISES 2 & 3

Business

Response:

Fred,

My name is [redacted] and I'm the owner of The Trenchless Co. Thank you for bringing your concerns to my attention. I will pull your file and contact you once I have all the information in front of me so we can get this resolved. Thanks again and I will reach out to you shortly.

Sincerely,

Consumer

Response:

I am pleased with the response from the Trenchless company/Sacto

Great service for a decent price. They came out same day and fixed our sewer clog in just a few minutes. We were happy with the service.