ComplaintsforLondon Drain Service

• Initial Complaint

  10/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Attached you will find work order from ************ way the objection was to repair and/or replace sump pump in basement; as we had water backing up into our basement. ***** who headed up the work order, also dug around our home for the entire house, front , sides, back etc. He put two pop ups in front lawn and pipes around the entire home to allow drainage and have water flow away from home. It seemed to have fixed the problem, until, the last couple of heavy rain falls, the water started rising and the sump pump could not handle the amount of water coming in. In the man time, we had to call in another contractor to fix the problem. Another $950.00 (approx) out of our pocket. London Drain's ad states that they warren their work for 25yrs. We also have our front lawn to been taken car of, As London Drain Did not put enough Dirt back after digging and has resulted in a huge dip in our front lawn. We have notified the company and spoke directly to *****, and as of now, he hasn't come out to take a look. Also we ended up repairing our pack yard ourselves, as when they put the drain pipes under ground, they left a huge pile of dirt over the drain pipes and was a hazzard (tripping) over. It I would not recommend this company to anyone. Very disappointed and very unprofessional.

  Business response

  04/01/2022

  Business Response /* (1000, 8, 2021/11/28) */ When London Drain Service looked at the job for an estimate, their basement had already flooded twice because of the volume of water around the house the 1 sump pump could not handle that volume of water and had to run constantly. We suggested installing another sump pit and pump. Now they have two sump pumps to keep up with that amount of water. The only warranty on a pump is the manufactures warranty. Until about a week ago I was unaware they were having issues with a pump, or even what pump they had issues with. These people are exaggerating on what they say we did and did not do. At this job we also dug in the backyard when doing the yard drainage, It settled as we told them it would. They called about 2 months after the job was complete saying the trench in the backyard settled, We went over and repaired any settling issues. We showed *** the homeowner when we were done, he said he was happy with it. As for pile of dirt left anywhere that is 100% incorrect. Originally when doing the job, after fixing the yard drainage issue, we went over it all and cleaned the backyard we even raked it with fan rakes. There was no dirt left anywhere, there was no mess of any kind left. As for digging around the house that was to do the yard drainage, that is why there is pop-ups installed, it was part of the job as it would have been explain in estimated. As for the 25 year guarantee they keep mentioning, and we do offer a 25 year guarantee on basement waterproofing, new sewers, and yard drainage. The guarantee is for any yard drainage we did. They are not having issues with their yard drainage. The guarantee is not on sump pumps. I would also like to state they had never called about their sump pump, I only just found out because they called us about dirt for the front yard as it settled and this was only just about a week ago before they filed this complaint. I told them than I'd come back in the spring to add topsoil to the area that settled in the front yard, Then this was when they mention the sump pump, It was the first time I was hearing about any problem with one. If they were having issues, they say they had to call another contractor to come in for a sump pump. I am not responsible for that. Again as a sump pump wares out or malfunctions it is a manufactures warranty only. As I told them I will go there in the spring to add soil on the front yard. When we originally did the job we had to dig up approximately 5'X 6' ft. length and 6" inches deep in the front yard, We left a little extra dirt on top of this area as it will settle, at that time the home owner *** came out and said "no" he didn't want extra dirt left like that there. I explained to him about settling afterward and he still choose to have me level it. I removed any extra soil and leveled the area. It now settled as I said it would and now they are mad. It may take me 1 yard of top soil to level it up again. As for putting extra dirt over the drain pipes in the back yard making it a (tripping) hazard, that seems very unlikely as you try to put a minimum amount needed over drain pipes so they work properly. The homeowners even came out and inspected all work completed before we left, and they said it all looked great. Again they have never called about this if they had an issue I most certainly would have went right back over and ensured everything was safe. As I said before after completing the job we went over the yard, we cleaned everything up and did the yard with fan rakes to collect any dirt clumps left and to smooth out the area for a clean finish. We did not leave piles of dirt in the rear yard or leave to much or a high amounts of dirt over the new pipes installed, and we did not leave a unsafe area in the front. We never left the home without making sure the homeowners were happy and made sure we let them know about settling in some areas. In closing we will only agree to returning this spring to add approximately a yard of topsoil and to level the area that is around 5x6 feet and 6 inches deep that settled as I told them it would. We stand by our work and everything we did there was done in only a professional manner and of the most professional standards. It is all working as it was installed to do. Consumer Response /* (3000, 10, 2021/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept his response as London Drain has fabricated the truth. The truth is that we reached out to London Drain at least 3 times to complain about the back yard for starters and the front as well. He never came out to look at the uneven grounds, so my husband and I levelled the back yard on our own and seeded the rear yard as it was a hazard for my grandchildren and the younger child tripped and hit his mouth and caused bleeding. As the front yard, yes it did settle, into a concave hollow and he has never come out to take a look after my husband called and spoke to *****. We called again and he finally returned our call and he said to my husband quote "what is wrong with you people". I could hear ***** yelling at my husband over the phone and my husband couldn't get a word in edgewise. We want the front restored to it's original condition. Since the work was supposedly completed, the water still settles where he dug next to our back deck. The water raised so high, that both pumps could not handle the excess water. In the mean time, we called another company to come take a look and they had to add another pipe that is connected to the sump pumps and when it rains, the water is directed outside and not into our basement and the water settles in the front concave area.I have taken a video as to how much water is flowing out of the extended pipe) ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** **************************************************************** If ***** had come out to take a look in the first place, we would not be dealing with this mess. Also, we did NOT get any written guarantee as to what was covered and what was not, as their website states they guarantee their work. In our opinion, the job was not successful!!! and the cost being in the Thousands of dollars.

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