Westbury Carpet One Floor and Home

Tell us why hereI have read the complaint and have thought hard about the response to this there are some details that are not correct and some other details which have been left out.Job started March Original call was for odor in basementWe found that the floor drain in basement was
cracked and not holding water.March 28th we broke up concrete floor and replaced floor drain, during the job we found that the old floor drain trap was cracked due to the water proofing company running discharge to floor drain and making the connection by cracking the pipe with a hammerWe were able to replace trap and add a tee to the riser of floor drain to collect the water from the foundation drainageWe also had to replace the wye fitting in the 4” lateral line due to the hub connection being directly tied to the trap fitting.There were no additional charges for the extra work.April received call that odor had returnedWe found sewage in trap of new floor drain went back on April 17th and ran jet machine and camera to clear lineFound roots and cracked clay fittings suggested possibly lining the lineEstimate went back and scoped the line with camera and line was sitting full of water, estimate assumed line had a belly in it causing line to back up and gave estimate to replace line undergroundAt this time the estimator also incorrectly thought that the floor drain was tied into a t fitting rather than a wye fitting.May sewer smell again, found sewage in trapFlushed with water drain seemed to work fine.June sewer backed upThis is when I got involved as the service managerOver the next few weeks we made multiple visits, scoped the line and jetted the underground lineWe found that the sewer runs very flat across the basement floor, due to the low flow toilet that was installed the line would catch paper and cause the line to temporarily back up and hold waterThis scenario is what caused the sewage to back up into the floor drain and also give us the impression that the line had a belly in it causing the issue.Our suggested solution is to break up the floor and roll the wye upwards as far as possible and reinstall the trap, we would also try to make the trap arm as long as possibleIf we do this repair in this manner then the foundation drainage would no longer be able to be tied into the floor drain and would need to be rerouted to the outdoors or a sump pumpWe gave an estimate to run the discharge out of the house by gravity and replace the trap and wye for $Customer did not ok the work to be done.We will not fix the issue with the trap with out the foundation drainage being addressedIf the foundation drainage is not addressed it could cause damage to the foundation in the long termWe also will not fix the issues at no charge and we will not be reimbursing the customer $1800.This plumbing problem was caused by the foundation company making an improper connection to the sanitary sewer at the floor drainUntil we corrected that issue there was no way to know about the other issues in the systemAs a company we made many trips to the home at no charge to find and correct the problem thinking it was something that we did not do correctlyIt is unfortunate that this job went this way but we do not feel that we should be held responsible for issue that could not be seen until after we fixed the initial problem

we will send a refund check to the customer right away, but , we want you to know that according to our csr, that you say was so rude, and several witnesses that were in her office at the time, the so called electrician was the rude person, in this case, and only after listening to several minutes...

of his tirade did our csr respond in the only way this person was going to understand. we get compliments almost daily on how great she is on the phone with our customers, and it takes a lot to get her to the point where she has to say something rude to any one we do business with. the check is in the mail!!!  sincerely, [redacted], president

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have read the response and agree that they dug up the floor and installed a new floor drain after finding the initial one cracked. Upon paying another company to fix the issue, which it was, and that plumbing company sharing that the issue was NOT anything to do with the waterproofing as it was fairly standard for waterproofing companies to tie into floor drains as they did.  When they dug up the floor drain to fix it they found that the wye joint installed by Herrmann had been angled down, so that sewage flowed down away from the main drain and into the trap. Sewage into the floor drain was NOT an issue until Herrmann replaced the cracked floor drain and p-trap.  The ongoing sewage in the floor drain was the fault of Herrmann by not angling the wye drain properly. Therefore I had to have their work fixed by someone else, resulting in an additional $1800 repair. It is clear that Herrmann does not wish to resolve this error on their part but would rather put the blame elsewhere. 
Regards,
[redacted]