ComplaintsforHerrington's Drain Cleaning & Backflow Masters LLC

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of incident: ******** Plumber/owner of company (who claimed to be licensed) was called regarding a clogged toilet. ****** stated that his company has a flat rate (non-hourly fee), went to the house to assess the situation. After doing go, ****** stated that he could clear the line and make the plumbing operational for $563.00 fee which inlcuded emergency dispatch even though he claimed that the line was collapsed (he did not scope the line). He said that for this fee, he could get the plumbing back to working order however eventually (in the next 3 months or so), I would need to pay $3500 to replace a collapsed line. ****** sent a few pictures and left the property assuring the residents that they would now be able to use the bathroom's facilities. Soon after ****** left, the tenants reported the exact same issue. I called and texted ****** and he replied hours later stating that he was in church and could not speak. Only after requesting that a return payment through ***** did ****** anser the phone on ******. I told him about the issue of the drain not being fixed. He NEVER offered to come back out to review his work. I asked him why would I pay $563.00 for something to be in the same condition as prior to paying him. I asked for a reduction of his fee as he charged for nothing. ****** was agumentative (I never raised my voice and have a recording of the call). He hung up on me and never called back. Another licensed blumbing company came out the following week (after the tenants had to check out that ****** because of the toilet not working), and said the the line was not collapsed and it was only a clogged toilet and fixed the issue. I made multiple attempts to reach ****** and he seems to have blocked my number. I am seeking a refund for false claims, and failure to do the work promised, minus the $99 emergency weekend call fee. ****** never has contacted me again and only sent me a statement of work after I complained. Recording can be provided upon req

  Business response

  08/03/2023

  When we arrived to the property knowone was at the house, this was an emergency dispatch after hours $99.00. Notified ***** ******** we were at the address and she responded she was out of the state and this a property that she's just starting to do ****** at. She specifically said these are her 1st clients and she haven't been to the house in a while and they called about the house flooding. After gaining access we discovered there was only one full bathroom and one Clean out in crawl space which was 4" cast iron & 72 yrs old. After seeing Clean out in crawl space with bad corrosion and oozing puddles around 4" cast Iron main line I called ***** ******** and told her that it's a possibility that the line is collapsed and broken throughout the grond. She stated the plumbing was brand new and there's no way, I told her that I don't want to be responsible for trying to take the clean out top off, because due to the age it's a high possibility it will break off and the only other access point is through the toilet flange. Informed ***** ******** that a pull and Reset is $99.00 wax ring and Johnny bolts included. She agreed, pulled toilet and ran cable machine for two hours straight, know relief. By this time the guess had arrived back to the unit, I asked was there any thing flushed down the toilet that wouldn't deteriorate like tissue. He stated no sir, ***** ******** informed me that there might be a toy in the line from the kids. We didn't see any kids, just three adults and I informed her of that as well. After tempting to run cable machine a few more times, we were unsuccessful due to cable machine bounding up and coming to a complete hault. Cable came back shiny grey and was black before going into line indicating broken or collapsed line. After several attempts failed with cable machine, we brought in small jetter and ran it the times 1500psi and line was relieved. After setting back toilet and flushing it three times in front of guess, we ran tub as well to show them it was draining now but slower than normal. This was a strong sign of the line being collapsed as well, the jetter pushed out all the tissue and debri which was piled up restricting all flow at the collapsed section. I informed ***** ******** of the line draining now but not in normal condition due to potential collapsed line and the only way to be 100% is to scope line with camera. Informed her price is $465.00 to scope line and you get a copy of the USB, she stated she'll hold off on that. After setting toilet back and disinfecting bathroom I informed guess that it's a strong possibility that line is collapsed and to be precise with water, not to shower and wash clothes at the same time because that's way to much water for a collapsed line to take at one time. Made it clear  on the phone with ***** ********, with the guess and on the invoice that maine is draining, but not normal. When we arrived it wasn't draining at all. Pictures are added as well.

  Business response

  08/03/2023

  Plumbing is 72 years old and is cast iron (dinosaur). It's posted on numerous Housing Markets that plumbing is new. Out of 5yrs being in business this is the only bad review I've had. Customer also tried to send me a ***** request dictating what she was willing to pay for her home issues. We normally charge $225.00 per hr. After talking with customer over a hr on the phone we gave her a deal of a flat rate price $99.00 emergency dispatch, $99.00 for pull and reset and $365.00 for jet and cable and we did a thrift treatment in all lines free of charge. Customer still ungrateful and trying to scam businesses. I'm sure we weren't the first.

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