ComplaintsforDrain Solvers The Pros

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted Drain Solvers to replace our sewage line. The agreement was a gravity line, for $42,500 with half due upfront and had due upon completion of the work. A few issues arose; after the first day of work we returned to our home to find improper installation of protective screening, which resulted in cement dust damages throughout our home (it was uninhabitable). The following day, we received a call from Bob stating that we needed to pay an additional $8000 for a pump or they would walk away with the job half done. We told his team we'd get a third party in to review what had been completed so far and to get a second opinion regarding this pump; his team member agreed, though later that night Bob called to tell us he was "done with us" and the job was "50% complete" and we'd paid 50% so we were square. I have a recording of this phone call. Things deteriorated further as Bob later claimed the work was 75% complete, and then 90% complete, despite no further work being done. Furthermore, the 3rd party that we had come in documented numerous errors due to them rushing the job (which is why they were trying to push the pump on us). We then had to pay this third party an additional $26k to fix what Bob messed up, and to complete the gravity line that we'd initially contracted for. Bob has now placed a lien on our property for $17,000 and claims that we owe this and all attorney fees. (We have attached the report from the third party, as well as an email thread in which we repeatedly ask Bob to finish the job as initially agreed - in other words, we did not fire them as he now claims).

  

  Business response

  05/10/2022

  The customer contracted the company to replace her sewer line both inside and outside to the city tap.  We gave her an estimate for the repairs. She agreed and paid the 50% deposit up front, and we began our work.  During the course of our work (outside, in the yard) it was discovered she would need a pump station in order to have proper flow to the city main.  We were able to get proper grade on the inside of the house where there was no grade originally.
  

  The pump station was not included in the initial estimate. Homes that originally do not have a pump station usually do not require a pump station.  She said she wanted to get other estimates for the pump installation.  At that point we packed up our equipment, backfilled the trench in the street and our crew vacated the job. The trench in the yard was left open (with covering) because the needed pump station would need to be tied onto the line. After this it became apparent the customer did not believe she needed a pump station and insisted we "get grade" on the new piping.  It was explained to her that was not possible.  
  

  During the course of our work on the inside of the house, there was minor dust that migrated upstairs from the basement.  We warned her in advance that there would be dust.  But never the less we offered to pay for a hotel plus meals and pay for a commercial cleaning crew to come in to dust, clean furniture and duct cleaning.  We even had one company scheduled twice.  She declined our offer. 
  We offered her a 50% discount on the pump station.  She declined that offer.
  

  She states she had to pay another company to come in and “fix” the line.  But did not provide the other company’s invoice nor pictures or documentation of any kind to us. We do not know what the other company did and why they charged her $5000.00 more then we would have charged her to put the pump in.
  

  The 3rd party she hired to camera the line that made comments as to our errors does not know what they are talking about (incompetent).  And did not account for the floor drain in the basement.
  

  We completed 90% of the work if not more on the original estimate.  The lien amount on her property reflects that.
  

  At this point we did everything we could do to accommodate and work with her.  She decided to get an attorney which cuts off any further direct or public communication.   

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