Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Offered Jet Pump 1/2 hp but 3/4 is installed. Two defective pumps installed by Drainworks have been replaced under warranty but work agreed upon not successfully completed. Excessive vibration ( can be felt 2 floors up from pump ), extreme reduced water quality i.e. fine black particles in the water and filter and existing 3rd pump screeches when shuts off. Tech's seem to try their best but materials used are substandard or totally useless. The 3rd pump I have now will not last 20 years either as already has issues. Response Drainworks: Already got 3 pumps: 1-New pump 10/24/22 -2 Replace new pump 11/6/23 loud noise. Per Drainworks / Reps "magnets within unit rattling around" 3- A mth after pump two install a hole was found in the cast iron and was leaking water. Reported "your sending junk ! ". Pump 3 started screeching when shutting off a wk after install 12/16/23. Phoned and emailed Drainworks I researched newest symptoms & confirmed hp increase. Def could cause extreme vibration, silt in water and newest pump to fail. Asked to revert back to 1/2 hp designed with existing system. Concerned could cause total system failure and become a tremendous financial burden. Drainworks says confirmed hp shouldn't matter. Reps opinion "some noises different since motor section of pump coming from a new manufacturer ". No replacement or revert. Per new maintenance contract call if water shuts off. Additional maintenance: Other visits include connection leak fix from initial install, adjustment to ball value between pump and tank and monitoring of degradation without replacement. I've paid thousands of dollars and worked amicably with Drainworks regardless of substandard and useless materials. I'm very unhappy with the pumps used and concerned especially about the vibration and long term integrity of entire system.

  Business Response

  Date: 03/06/2024

  We are reviewing the information provided.  Drainworks does not manufacture the pumps.  We get them from a supplier.  ****** pumps have a history of being the best pumps for the clients situation.  We did have a bad run from the manufacturer that we have replaced at no additional cost to the customer.  we contacted the rep for ***** who said the function of the last pump we installed is functioning wiithin specs outlined my the manufacturer.  We are reaching out again to the manufacturer and the client to come up with a new soulution.  Ultimatly we may switch manufacturers and provide a different pump. 

• Initial Complaint

  Date:10/31/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called this company as my wife believed we had a clog in the sewer line and wanted recommendations from a professional. They charged a 125 Dispatch fee to come and assess the problem. Once on-site the technician gave me only 2 options. Snake or Jet the sewer line, No inspection was actually performed to diagnose the problem. Going off his professional recommendation that jetting the line would solve the problem I agreed to pay 1100 dollars to have the work complete. I asked if a camera inspection would be done before the jetting and he said no we do it after. They arrived with the jetting machine with no water and had to use water from my property to complete the work I had agreed to. After sending their lines into the sewer line with no blockage for approx 150 ft, they then began the jetting and from start to finish only lasted approx 10 min. During this time they ran their hoses covered in sewage all over my basement flood and left sewage water through my basement I had paid to have professionally cleaned after it had already flooded. After using a locator to find where it was stopped, the technician stated it was in the road and to call the town. They then provided a 11000 estimate that I have had multiple estimates for about half of that cost. They made me believe that 1100 dollars would solve my issue which could have been prevented by sending a camera to inspect first.

  Business Response

  Date: 11/15/2022

  After Speaking with the customer we agreed on a partial refund.  

  Customer Answer

  Date: 11/16/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I’m still not satisfied with the response I received.  I accepted a 300 dollar refund as I believed it was the only way to get any of my money back. The person I spoke with seemed to be bribing me to remove my review. I want a full refund. They charged me 800 dollars for a diagnosis. And gave a 11000 dollar estimate for a repair I had done for less than 1000. 
  Sincerely,
  
  **** *******

  Business Response

  Date: 11/17/2022

  We provided a service.  You agreed to it.  You ultimately had a broken pipe which could not be solved by the jetting service. There was no way to know the pipe was broken before attempting to Jett the pipe.  We gave you a partial refund as a good faith gesture on a service you were  quoted and agreed to prior to us attempting to jet.  We consider this matter closed.  Good luck in the future 

  Customer Answer

  Date: 11/17/2022

  
  Complaint: ********
  
  I am rejecting this response because: Agreeing to a service does not mean you can of all short of expectation when it comes to keeping my home clean and providing a reasonable cost for your services when showing up without the proper materials. I would not recommend this company to anyone. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $315 for them to empty the septic in my camper and it was still full when they left, the next day it was over flowing. I called them and asked them to come back and empty it because I paid for a job that wasn’t done and they told me I had to pay again if I wanted them to come back out. I still can’t use my toilet and have to keep the water disconnected

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My sister was house sitting for us while we were away and hired Drainworks Plumbing out of ******** to fix a cracked kitchen sink pipe. The technician came, snaked the pipe and put sealant on the cracks instead of replacing the pipe because he didn’t have the part. They charged us $414. He told my sister the cause of the cracked pipe and clogging was our disposal (which was really old and in need of replacement) and that he could replace the cracked pipe and disposal for $679 the following day. We told my sister to hold off on replacing the disposal until we get home. Once we got home, we called another plumber and they replaced the disposal and pipe for $350. I contacted Drainworks to state how dissatisfied we were with their work and they did not care. We were told by the new plumber that we were way overcharged and the quote was over priced.?

  Business Response

  Date: 08/29/2022

  We understand that prices have risen to a new level across the board for all services and products.  Unfortunately we are not immune to the rising cost of not only materials but labor as well.  This customer was provided with options before any work was started, and they approved us to do this work.  They were not forced to move forward with the recommended repairs.  It is not fair to compare one plumbing service company to another.  We are not commodities, we are individual small business that have unique costs of operation.  To say we over charged someone is not a fair statement.  We charged what Drainworks needs to remain in business and provide a high level of service, to both customer and employee.  Another plumbing company may not have to charge the same because they don't have the same operating cost as us. We provide our employees with a higher than average wage, paid time off, medical benefits, retirement, as well as other job perks.  This is how we keep happy, employees to serve our customers at a high level.  We are not the cheapest, but also not the most expensive either but we did not over charge.  A FAIR PRICE IS FAIR TO BOTH THE BUYER AND THE SELLER.  We offered recommendations with a price we feel is fair to both the customer, and us based on the operating costs we have.  We are glad you were able to get your issues resolved, i think its unfair you chose to drag us through the mud to do so.  Basing your conclusion about our services based on the opinion of another plumbing service company is poor practice.    we strong disagree with this customers statement.  If price was their primary concern they should shopped around to find someone who better fit their budget.  At no point were they forced to work with us.