Complaints

• Initial Complaint

  20/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was getting my sewer line snaked, the tech ended up severely hurting himself in the machine. My wife and I had to rescue him from the cable wrapped around him arms and chest. He was too injured to finish the job, so they sent a second tech. After dealing with the injury and moving of equipment and that whole nightmare the company charged me for the entire time they were at my house. The job took 1 hour to complete but they charged for the entire incident. I called them and ask to adjust for the tech getting hurt and they said it was a two man job anyway so the charge will stay the same. Even tho the second tech completed the work in under an hour.

  

  Business response

  21/08/2024

  Good Morning,
  
  I am writing in response to the attached email.  We attended the house as mentioned and the tech did have an incident where the cable and blades got stuck in the line and caused the cable to buckle on his hand or hands.  I am not privy to what actually transpired at the site as I was not there.  Our tech called the office and informed them of the situation, he said that he had gotten the cable free and was unsure what had happened,  he was rattled but said he was ok.  Our dispatcher told him to not do anything and we would have someone right over to help him.  A second tech arrived and checked on him and continued to continue with the job.  If the first tech had any physical injury (which he did not) he could easily have left then to seek attention, but he stayed on site.  The first tech was on site for 3 hrs. and the second tech for 2 hrs.  We had been at this house previously, 3 years prior and in April of this year and the customer had been informed both times that they needed to expose the main clean-out which was apparently floored over.  The second tech had to run out 115 ft. which is more than we carry on an individual van so a second unit would have had to go for extra cable length anyway due to the fact that we were working from a stack clean out because the main clean out was inaccessible. They could not get the line flowing working from there so the customer was told they would need to get that main clean out uncovered and get the city out to check their side of the line.  We had a total of 5 hours into the job and charged only for 2, one for each van and did not charge for any additional time spent due to the situation.  The first tech told us he was fine and actually continued working the rest of the day (Friday) and is in at work Monday without any problem.
  
  The customer did talk to our office and we tried to explain this to him that we were no charging him for the time, just what it would have been if nothing ever happened. 
  
  Thank You
  ******

  Customer response

  21/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The tech was injured on site and could not complete the work. This has been reported wrong, my self and my wife both witness him in great pain and helped him.
  The first tech arrived at 9:30 am. The second arrived at 10:15 and we dealt with the first techs incident on site until 10:45. He worked from about 10:45 to 11:45, then we cleaned up together until shortly after 12:00. Then he sat in his truck and wrote up a bill for 15-20 minutes because it was a big mess which I should be charged for either. 
  
  Sincerely,
  
  **** ******

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