ComplaintsforDrainworks Plumbing & Septic LLC

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  11/15/2022

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

  Customer response

  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

  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 response

  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

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.  

• Initial Complaint

  04/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had contacted this company for work to be done February 8th 2022 about a frozen drain. I had informed them over the phone call that the line was frozen and informed the employee it was frozen before signing any paperwork. The employee then took approximately 10 min worth of actual work before stating they won't work on frozen lines and apparently that's a policy for them from the beginning. They charged me $392 for them making an attempt. They had entrapped me since they charge a $70 fee just to show up even though they were informed from the start that the line had been frozen and they knew they couldn't work on it. They wouldn't tell me that over the phone but instead they showed up knowing that it would force me to have to pay then something no matter what. I tried contacting the owner who didn't want anything to do with me or work out something to settle the fact that they did nothing for work and tried charging me the full amount. I would have been willing to pay the $70 fee but she kept saying their price is what it is and then refused to call me back the next day like she had stated she would. The company hasn't worked with me from that time since and I can't get them to even come up with a reasonable solution. I do not feel I got what I paid for due to the fact that they did nothing and misinformed me from the start knowing I would have to pay them knowing that the line was frozen and they weren't going to work on it from the start. I have tried resolving the issue with them and my credit card company but nothing has come from it so far. The company also has never sent me a receipt for my payment or a quote or bill on what was done for the job. I only have the statement from the credit card company on what I was charged.

  Business response

  04/28/2022

  I would like to state thought this call was recorded. When *********** ( the homeowner) called in he spoke with our CSR and asked for someone to come out to assist with his completely blocked drain. He asked that someone come clean it out. The way he explained it was it was "coated with crap" he stated he thought it was ice a but broke through the ice and the blockage remains. Our CSR explained it would be a $69 dispatch fee for out tech to come out with was agreed on. Our company policy is do state the dispatch fee and that our technician determines the pricing once on site and sees the situation.  Our technician explained what his plan of action was and got approval from the homeowner before performing any services. Our technician provided a written estimate and hold harmless that were both signed with the homeowner.  He then tried snaking out the line but explained to the customer that the blockage was ice or the line was broken with could damage the snake or the line further.  He provided other options which were declined by the homeowner. The dispatch fee was waived as well as other discounts. Our technical was upfront and transparent about the situation. I have attached the documents and am happy to provide the recorded phone call. The homeowner has also disputed this with his credit card company and was declined the charge back. Our records show that these documents were sent to the homeowners email of* *********************

  Customer response

  04/28/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  when I initially called the company for services they were told from the start that the line was frozen since my entire back yard was 4 inches of ice and there was extreme cold weather for the past couple weeks. They knew this and knew they can't work on frozen lines yet wouldn't inform me this information until they had sent the technician out which would force me to pay a minimum of $69 just for being there. When signing the paperwork which was all digital the technician would swipe to the bottom of the page to where the signature was required on his tablet and would state a brief summary of each page I was signing which was nothing more then "this page says we can start the work", so I didn't even get the chance to read anything. I was told I would receive and email with all the I paperwork I signed digitally yet I never received anything except the 1 page that stated the part where they say they will make an "attempt" but can't guarantee anything. I didn't get this paperwork until after I called and talked to the owner about the issue. I even attempt to see if they would send the technician back out when it was warmer out since they didn't inform me about the lack of ability to work on the line if it's frozen. There was no attempt to make any compromises or even offer to cut the price in half or anything. They entrapped me and their customer in general with false information over the phone and then I get different information when they arrive. I still have yet to be sent the billing receipt and all the paperwork for their "work" on my home so I don't have any forms from then to even attach in my defense or as proof.
  Sincerely,
  
  *********** ******

*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. ↩