ComplaintsforInspector Drain Inc

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unfinished ************** Rooter plus didnt fix the problem. I feel like I was deceived knowing that I was gonna have to call them back to fix the problem. This is total deception on their part taking advantage of a single lady. This is bait and switch

  Business response

  04/10/2024

  The customer called us out in November of 2022.  We went out and diagnosed a failing septic system drain field and told them it should be replaced and gave them a quote.  We did not do any work at that time.
  
  They called us back in September of 2023.  We went out and gave them a quote to make some repairs to their system including a treatment to see if the drain field could be fixed.  The customer agreed to the price and signed the authorization to Proceed contract.  We did the work and the customer paid us and then signed the Acceptance of Work performed contract.
  
  The customer called us back on 1/9/2024 and was having problems again.  The line item treatment that we did to try to avoid replacing the whole drain field did not work.  We quoted them a price to replace the drain field minus the credit for the failed Oxidizer treatment.  Even though our warranty is not handled this way, if the customer calls the office at ********** and asks for *****, he will be able to cut them a check and credit them for the failed attempt at fixing their drain field.
  
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 12 they came out to do a septic tank inspection and pump. 1. Their crew drove across the yard causing unnecessary damage to the yard. The tracks can be clearly seen in photos following the edge of the pavement. 2. When opening the lid of the septic tank, they did not fully clean the lid before prying it open with unnecessary force. This caused the bevel and lid to be damaged. We were instantly given a price to replace with a new pvc lid. 3. The guys on site admitted the damage was their fault and then gave conflicting information to the two home owner representatives at the home. We were then provided with additional quotes to replace the entire system. The concrete showed fresh damage. 4. At this point we began having difficulty reaching a manager in the office. 5. On Tuesday February 13, I remained on hold for 20 minutes before being connected to a manager who claimed that no damage was their fault and was extremely hostile.

  Business response

  02/19/2024

  There is no way to drive a tractor on wet grass without leaving tracks.  According to our manager, the situation has been resolved and a new lid has been set on the tank.  The concrete baffle was already cracked and showed deterioration.  What repair is the customer looking for us to make if the lid has been replaced?

  Customer response

  02/19/2024

   
  Complaint: 21286080
  
  I am rejecting this response because:

  The damage to the yard was completely unnecessary. The equipment could have been driven down the driveway, six inches from the track damage on the grass. 

  The damage to the tank was repaired by another contractor who confirmed that the damage was new and could have been avoided. The damage caused significant, unnecessary issues with the purchase of the house and resulted in financial impacts on both parties. 
  
  Sincerely,
  
  *********************

  Business response

  02/26/2024

  What compensation are you looking for?

• Initial Complaint

  10/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On behalf of my elderly mother I will disclose what was recorded on camera and in person. My mother was charged ******* to pump out a septic tank. This job is typically no higher than ******* from what I have gathered from numerous companies. She was alone at the time. The company used the bait and switch. Then proceeded to confuse my elderly mother and tell her that there were many services performed. This is all on camera. Also she was never given a receipt. I stopped payment on the check she wrote. She was taken advantage of by these criminals. I will pay for the work that was done. If we cannot come to an agreement I will pursue criminal charges and an attorney. They BBB and AG Office have been notified of the situation.

  Business response

  10/31/2023

  I am sorry that you feel that we "confused" your mother.  Criminal is a very strong word.  We have an A+ rating on this platform, have been in business for 30 years and have more 5-star reviews than any septic company in the state of GA.  I have attached the invoice for the work performed.  As you can see, we did more than just pump the tank.  Per protocol, the tech attached pictures of all the work performed.  Your mother gave us this email, ******************, and the invoice was sent immediately after the work was performed.  Upon receiving this complaint, I asked my technician if he thought your mother was confused.  He said he did not feel that way at all.  Unfortunately, we are not able to make sure that every customer who is "elderly" is represented by a son or daughter while we are onsite.  We stand by the work that was done.  If this was a conversation regarding the pricing being high and your mother on a fixed income or something like that, we can have that conversation and see if there is there is something we can help with.  But to be called criminals and threatened with attorneys, that changes things a little.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an issue with my toilet flooding anytime the shower was running. I called the company and explained the issue. They stated it may be a septic issue. They came out and said that the septic needed to be fixed and that it would be almost $4000 to fix. Im a recently new home owner and had them fix the septic last year so it did not make sense but they stayed it was the only way to stop the flooding. They worked on my septic and I paid the bill. They leave and I turn on the shower and the toilet was still flooding. I called them back and the representative stated that my issue is a plumbing issue and that they would send a plumber to fix the issue. The plumber came and fixed the issue with the toilet . They did not charge me for the plumber to fix the issue bc the issue was never fixed the first time and the issue with the toilet had nothing to do with the septic . The issue was a plumbing issue and they ripped me off. The company is not ethical and I contacted them multiple times to speak with a manager and no one at the company can find the manager. Each time they say the manager is on vacation, sick or some other story they make up. I want some form of credit back for being lied to and taken advantage of .

  Business response

  09/18/2023

  ********************** called us and we sent a septic technician out to the house.  The septic tech diagnosed a septic system that was failing.  I have attached the invoice.  The tech did the work that was quoted and collected $3478.39.  It was later determined that there was a plumbing issue as well.  We went out and took care of the plumbing issue at no charge.  My licensed septic tech stated that the septic system needed the work done.  Had we repaired the plumbing issue first, the customer would have still needed the septic work done as well.  My septic manager was out of town for two weeks and came down with COVID on his way back.  He is back in the office today for the first time in over 3 1/2 weeks.  I am sorry that the customer feels like she was ripped off.  I would like offer $1000 to the customer as a customer service gesture, even though I think we did a nice job of fixing her issues.  I can put it back on the CC.

  Customer response

  09/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I spoke to the people who did the septic tank and they said that the septic was not failing. So this email and what I was told by the people who fixed the issue is conflicting. I had the same thing done last year and I looked at the notes as well. I only called asked to fix the the toilet and that was not done until they sent someone out to fix it. I will accept the $1000 back because work was done but I am not happy because what is in your email was not what I was told by anyone who came to fix the toilet that was leaking. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The amount of 773 was paid directly to Rooter Plus! for the service of replacing the showerhead k**** in order to stop a leak. The standard is between 75 - 150 via Home Depots Pro rate.********************************************************************** They charge an extremely high rate and depend on duress. Explaining the price is so high and that the bill would be worse than the fee. It's opportunistic and taking advantage of customers on the spot. =

  Business response

  08/30/2023

  This customer called us at ****** on 8/**.  We had a technician at his property at 1:55pm the same day.  "Duress" is not how I would typically describe the situation with a controlled leaky shower valve, but maybe that is how the customer felt.  Regardless, we presented him the price directly from our price book, the customer accepted, we expertly installed the new shower/tub handle, gave him a 1-year warranty, collected the money and left the property.  Our price is right in line with other licensed and insured plumbing companies in Metro Atlanta.  If the customer thought the price was too high, all he had to do was say, "No thanks."  We would have packed up and left.  

  Even though he left a one-star review on ****** and complained on this site (which is absolutely his right), I have no problem crediting back $50 as a nice customer service gesture.  

  Customer response

  08/30/2023

   
  Complaint: 20537052
  
  After careful consideration of the response provided by RooterPLUS!, I am compelled to reject their explanation for the following reasons:

  1. Misrepresentation of Pricing Model:

  During both telephone conversations with Managers ***** and ********, I was informed that the pricing structure was primarily influenced by factors such as labor time, parts sourced from home improvement stores, and associated costs. It was explicitly communicated that a bundle of items necessary for the service would amount to a range between $450 and $500, inclusive of the required specific part. Additionally, it was conveyed that the company's advantageous partnerships with suppliers contributed to cost savings.

  
  2. Request for Itemization: In light of the substantial discrepancy between the initially quoted price range and the final invoiced amount of $773, I requested a comprehensive breakdown of the expenses incurred. This was particularly pertinent considering the inclusion of a $30 fuel charge and an unexpected $743 charge for a shower k*** replacement and full rebuild. I believe that as a customer, I am *********** transparency regarding the specifics of the tools and materials utilized during the service. An itemized report was requested and not fulfilled.

  
  3. Lack of Communication Regarding Urgency: A significant point of contention arises from the urgency conveyed by the company's staff during the in-person interactions. I was given to understand that immediate action was imperative to prevent further financial implications, leading to a sense of pressure and duress. It was stated that delaying the service would result in additional costs exceeding the $773 quoted. A more accurate portrayal of the situation, such as describing it as a "controlled leaky shower valve," would have allowed me to make a more informed decision without feeling coerced.
  

  Given these points, I firmly believe that the response provided by RooterPLUS! fails to adequately address the concerns outlined above. I am seeking a resolution that aligns with principles of fair pricing, transparent communication, and ethical business conduct.

  
  I kindly request that the Better Business Bureau intervenes to mediate this situation and facilitate a resolution that is fair to both parties. I anticipate a comprehensive review of the pricing breakdown, a clarification of the urgency surrounding the service, and a reconsideration of the final billed amount.

  
  Sincerely,
  
  ***********************

  Business response

  08/31/2023

  I have no intention of taking the time to explain how I came up with my pricing.  To be honest, it is really none of your business.  As an exercise, I walked into the local Longhorn's Steakhouse last night.  I ordered steak and a potato and broccoli.  The price was $24.  After the meal, I asked the waiter to get the manager and I asked her to please breakdown what she paid for each portion of my meal from their costs, the labor for each chef to prepare the steak and the sides, and everything else that went into the pricing of that meal.  She laughed at me.  My offer stands.  My reasoning stands that if the cost was too high or you were not comfortable with that price while you had water dripping from your shower into the tub, you should have said "No" and called a handyman.

  Customer response

  08/31/2023

   
  Complaint: 20537052
  
  I am rejecting this response because:
  
  It is my business for the sole fact that as a customer, you're providing a service in my home. I requested an itemized breakdown and how services are broke down.

  With your example, if you order an item at Longhorn's Steakhouse, they break down the costs of each individual item of the menu at least provide some form upon request.

  It's extremely unprofessional based on your reply and speaks volumes on RooterPLUS! policies, pricing, and how you are replying to this situation.

  Some level of transparency is deserved to a customer and as previously stated in my last message about lack of communication regarding urgency.

  You shouldn't have to use a sense of pressure and coercion to get your sales. I did communicate that the price was high, and was communicated with your staff that if I don't provide said fee, I will pay more to find someone else just not having it handled now.

  In post, when requesting the itemization, I heard that an itemized list will be searched for and would possibly be given by both your managment. Nothing was received.

  Now in hearing from you, I'm assuming either the same management or higher brass "I have no intention of taking the time to explain how I came up with my pricing."

  The lack of professionalism show, use of bad practices for sales. There's no consistency from how you did your pricing. I've heard it's a flat rate, I've also  heard it's based on the time, labor and cost of items it would cost me, and now I've heard you have no intentions of sharing the pricing model at all to any of your customers.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Monday May 22. Could not flush or run water and sewage was backing up into shower close to septic tank. Called company that service our septic they could not come until Friday May 26 Desperate for service found Rooter Plus Was quoted a price of $250 to pump **** gallon tank would be out May 23. On arrival I told ***** we needed our tank pumped He lifted the white cap part of our system and said you have quite a buildup, looks like your lines to drain field are clogged Looking at $11,000 to repair but hold on I can help with discounts I can do it for $3500 I asked for what he says for treating drain field with Oxidizer Jettison the lines for clogs I asked about the excessive rains impact on drainage he said nothing to do with drain field He lifted the lids and said the sewage/water was 4 to 6 inches above where they should be and if not addressed could end up costing $15,000+ I said just pump the tank He Refused said all are none due to liability to company My husband is 85 I am 78 not knowing how soon we could get someone out Our house with sewage in shower and could not live in our home until tank was pumped and not knowing the seriousness of a drain field was to much so we agreed to the work After work was done we received itemized email and knew we had been taken The Oxidizer their product was $1,517.71 on the bottle says used for Maintenance. We don't know what was actually done the Jettison was a total of $640 the filter was $467 Talked To *********************** Manager and asked why ***** refused to pump our tank as that what we called and asked for He says because we don't want you spending your money when it's not going to fix the problem I asked about the maintenance description on the oxidizer bottle vs a treatment to rejuvenate the drain field and treat bio-mat as they claim **** says it works because it's our product. We were led to believe they would just pump then came fear of drain field and costs Preyed upon due to our urgent situation and lack of knowledge

  Business response

  06/22/2023

  Customer called us 5/22/23 at ****** and booked a call for 5/23/23 8am-12pm.  We sent a technician out to the house. He arrived at the property the next day at 9am as scheduled.
  He opened the tank, and the tank was overfilled and coming up into the riser.  
  
  Our technicians are very knowledgeable and believe in solving customers issues at the root of the problem.  We try to get all our technicians to do this and not just put a band aid on something for a cheap price and have them deal with the same issue in 30 days.  That is why my technician did not think it was wise to only pump the tank.  It would not have solved the problem and the customer might be looking at a bigger mess in the house when it backs up next time.
  
  So, he gave the customer three options:
  
  The first option included pumping the tank and making other repairs that were needed.  This quote was for $2092.
  
  The second option included everything in the first option and a treatment for the failing drainfield.  We have used this product for almost 20 years and have had tremendous success with it and it has saved customers hundreds of thousands of dollars by not having to install a whole new drainfield.  This option was $3600.92.  It also comes with a one-year warranty on the treatment of the drainfield.
  
  The third option was for a whole new drainfield at a cost of $11k+ for their four-bedroom house. 
  
  The customer chose the second option.  We performed the work and collected for the job performed.
  
  The customer called us back 6/2/23 stating there was sewage and debris in the yard. We sent the technician back out 6/3/23.  He opened front and rear riser lids. Levels were below operating levels.  The tank wasn't even full yet. If there was a mainline blockage it cleared itself before we arrived. We pulled out a chunk of grease and showed her this will clog drains up. We did not charge for the trip.
  
  The customer claims we preyed on them due to their urgent situation.  We came out immediately when there was sewage in their house.  We thought we were doing everything in our power to help this couple.  Most homeowners are lacking knowledge with regards to their septic tank, and we always try to educate them.  I am not sure why we are being portrayed as a bad company for doing the work that the customer agreed to and solving all their problems.
  
  What resolution is the customer looking for?

  Customer response

  06/27/2023

   
  Complaint: 20211915
  
  I am rejecting this response because: As stated in my original complaint, The technician lifted the white cap and said you have quite a buildup. Lines to drain field are clogged. You are looking at $11,000 to repair. He then said he could work on a few discounts to lower the price. Came back with $3,500.00. Tech refused my request to just pump the tank, as he put it due to liability to company. ****, manager, explanation was he didn't want you to spend money etc.

  The only options given were $11,000 and discounted $3,500. The written statement that three options were given and the order in which they were given in are blatant lies. Never discussed an amount of $2,092 for pumping tank and making other repairs. What Repairs? The $11,000 cost was the first option not the last.

  Rooter Plus Oxidizer bottle containers says for maintenance, not rejuvenate and treat bio-mat as claimed at price of $1,517.71. See Exhibit #1 Invoice and picture of oxidizer containers at price of $1,517.71. See Exhibit #2 ******* of ****** Health article Additives and your on-site ***************** System. Now there is concern that my drain field has been compromised with the application of this oxidizer.

  Our 4 bedroom home is occupied by three (3) people

  The septic tank is located approximately 50 ft from shower that had the backup sewage. There was a substantial amount of rain during the days prior to backup, the ground was saturated, it would stand to reason that a saturated drain field from heavy rains and the need to pump our tank would cause a backup into the nearest outlet, that being the shower in the guest suite. See Exhibit #3 Article/Rain can cause Septic backup or Septic drain field failure. Exhibit #4 Picture of Septic tank in proximity to our house. 

  We have a **** gallon septic tank but was charged additional $100.00 for additional 500 gallons of septic overfill. See Exhibit #1 Task A7802. System brought back up to GA Code. Approval Code *******, could not find please provide.

  Symptoms of Failed System

  Wastewater backing up into household drains - Guest Suite Shower

  Bright green, spongy grass on the drain field, even during dry weather - None, tech did not know where drain field was and didn't look

  pooling water or muddy soil around septic system or in your basement - None

  A Strong odor around the septic tank and drain field - None

  Yet we were told it would cost $11,000.00 to repair

  The call on 6/2/23 stating the white cap had blown off and there was sewage and debris in the yard. See Exhibit #5 picture of blown white cap and debris

  Tech insinuated I put grease down the drains and that would be the cause of a blockage. this after the so-called hydro jet main line on 5/23/23 that comes with 1 year warranty good for 1 free stoppage clearing on mainline at cost of $320.83 See Exhibit #1 invoice dated 5/23/23 and Exhibit #5 picture of blown white cap and Exhibit #7 invoice dated 6/3/23

  We were out of town from 5/27 until 5/30/23 and I did not nor do I pour grease down the drain. See Exhibit #6 of grease clog which caused the blown white cap off our system.

  In later review of comments/complaints of other victims there is a definite pattern of changing the story - lies, overcharges, jettison need, being told you have failing drain fields costing substantial amounts of money, requiring application of Rooter Plus Oxidizer. All adding up to thousands of dollars charged when the need/request was for the pumping of a septic tank.

  *** All Exhibits referenced are being Submitted by E-Mail***

  
  
  Sincerely,
  
  *************************

  Business response

  07/05/2023

  I did not say that the technician gave you the three options in that order, I merely said three options were given and then numbered them from lowest to highest.  

  It does not matter how many people are living in the house.  The price for a new drainfield is based on the number of bathrooms in the house.  That replacement cost is the easiest and quickest to give should there not be other options to fix the drainfield.

  Our Oxidizer product has been working to rejuvenate drain fields for over 15 years.  The first sentence on the bottle says, "...where it will dissolve clogging materials."  That is exactly how to rejuvenate, or revitalize or give new energy to a drainfield.

  Yes your tank is **** gallons and cannot hold more than **** gallons, but your drainfield holds hundreds of gallons of sewage if your drainfield is not working properly, which yours was not.  As we pump down the tank, more sewage pours back into the tank because it has nowhere to go because the lines are not doing their job.  That is where the extra volume comes from.

  Lastly, we have more 5 star reviews than any other septic company in the state.  I stand by our team. 

  As I stated in my first response, what is it that you are looking for as far as a resolution?

  Customer response

  07/08/2023

   
  Complaint: 20211915
  
  I am rejecting this response because:

  The three (3) options supposedly given, regardless of order placed, is a blatant lie.

  $11,000.00 "Discounted" to $3,500.00. That was it.

  Replacement costs being quickest and easiest to give should there Not be other options to fix the drain field.  Drain Field according to technician was it, no alternatives to the cause like pumping the tank were considered, in fact he stated he would Not pump nor were there steps taken to confirm the drain field was the problem.

  The appointment was to pump the ****-gallon tank for $250.00. 

  Please read the rest of your Preventative Maintenance directions on back of bottle including Toxicity warnings, Precautionary Statements, Directions for more information on web page.

  I went to your web page to find more information - Nothing on your page about Oxidizer Plus though you claim it has been rejuvenating drain fields for over 15 years.

  The ***** Environmental ***************** and The ****************** of ****** Health advises AGAINST the use of additives as they are not beneficial to on-site sewage management systems and, in fact can be Detrimental.

  Resolution:  The Reimbursement of $1,517.71 invoiced T7842 - Treat drain field with Oxidizer treatment due to bio-mat build up in drain (filed) field
  
  Sincerely,
  
  *************************

  Business response

  07/10/2023

  Rather than continue to go back and forth, I will credit $1517.71 to the CC that you paid with.  This will obviously void the 1-year warranty that comes with that line item.

  For all contractors out there working hard to help customers, please just say "No thanks" next time you are given an option that you just don't feel comfortable with.  It would have saved us both a lot of time and effort.

  Thank you

  Customer response

  07/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me once the credit of $1,517.71 reflects in my credit card account.
  
  
  *************************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Toilet stoppage on my main floor bathroom I called Rooter Plus for an evaluation and possible repairs. ******* cleared the line with a "snake" and camera upon doing so my lines became separated which caused raw sewage to spill out. The plumber ***************************** stated he would not be able to fix my plumbing due to the sewage along with ants and spiders being in the crawl space. He gave me a number to call his friend to come clean up the spill and stated for me to call him once the clean up was done. ****** left my pipes open along with a raw sewage spill. I've tried to speak with a couple of managers to report the issue (*********************************** and *****) I haven't been able to speak with either of them I'm being told there not available. I also didn't receive an invoice of the work that was done and paid for or any pictures of which this company usually supplies via email once any job has or hasn't been completed.This indecent happen on January 16, 2023

  Business response

  01/23/2023

  On 1/16 our plumbing team received a call from our septic team to inform that ******************* had plumbing issues that needed to be addressed.  After the septic work was complete there was an interior blockage.  We used our standard cable machine and cleared the blockage.  ******************* paid $756.53 for this service.  After the blockage was cleared we ran a sewer camera to do an inspection of the sewer lines going from the house to the septic tank.  ***************************** was the technician and the inspection showed a separated pipe which was located in a crawl space under the house.  We informed the home owner that the separation was due to improper installation.  All piping should be fitted and secured with primer and glue.  This was not done.  The pipe was just pushed together.  Unknown at the time we entered the crawl space even with active sewage to correct the one pipe that was shown in the camera inspection.  Once we started work it was discovered all the piping was done incorrectly.  We explained it would cost $5,232 to repair and bring to code.  A water restoration company was sent to give a quote to clean waste in the crawl space so our tech could work in a safe environment.  ***************************** returned ******************* call at 1:28pm of 1/17 and she did not answer. He left a voicemail with his name, title, and number.  The pictures and invoice were emailed to ****************** on 1/23.  I 

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Inspector Drain d.b.a. RootetPlus and was quoted $250. to drain a **** gallon septic tank. With digging no more than 18 inch deep. The tech came out and could not locate the tank. I found it 20 minutes after he left. It took me 15 minutes to make a probing tool similar to the one he used. So I found it right away. It was Friday and we had to wait til Monday for them to come out and drain the septic tank. During the weekend I dug out the cover, by hand, and had it ready to go (only14" deep). When the tech arrived he told me there were two tanks and that would be $1050, that included clearing to line. I said just to pump it, because I had my own snake to clear the line. He said $650. After he cleared the one septic tank, we asked about the second tank. He said that would cost me more. I couldn't pay anything more, since my credit card was already at the limit. I'm retired and live on a fixed income. After reading many complaints here and on ****'s list, I know I have been cheated and lied to. As long with many other innocent homeowners. I want my $400 they charged me extra refunded to me.

  Business response

  11/09/2022

  The customer has two tanks.  There would be two separate charges.  The technician diagnosed the situation and gave the customer a price before performing any work.  The customer signed the Authorization to Proceed contract.  The technician did the work.  The customer did not want to pay for other work that needed to be done.  So we did not perform that work.  When the work was completed, the customer paid and signed the Acceptance of Work Performed contract.  All the work we did needed to be done.  He was not lied to.  In good faith, I can refund $200 as a nice customer service gesture.  The money would be put back on the original CC that the customer used to pay for the service.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is ad on internet Our add doesn't say basic $150 our price to pump a **** gallon septic tank is $150 this price includes 18" of digging and 60' of hose. If anything out of the ordinary is found we will quote you before we do any work. They parked close and used 2 lengths of hose. Dropped into septic tank and pumped for only 5 minites..they didnt do any work to break up sludge and solids as they said...but charged me $425.00. Thats 300. Over the ad price I was expecting to pay ****** as the ad says for just a basic pump out.I was taken advantage of

  Business response

  10/31/2022

  The customer called needing service.  The call taker stuck with her script and described exactly how our pricing works.  She was very clear.  I have attached the recording of the call to this response.  A technician went out.  You can tell by the picture that I have also attached that the tank had not been pumped in a while.  The solids in the septic tank made it impossible to put a hose into the tank and pump the sewage.  It was too thick.  It needed to be broken up.  The technician explained that to the customer.  The technician then provided the customer with an estimate to complete the work.  The customer agreed and signed the Authorization to Proceed contract.  I have attached that as well.  The technician then proceeded to complete the work that customer wanted done.  The customer paid and the job was complete.  There were no surprises.  Just as the call taker stated on the phone, "any additional work will be quoted up front before doing the work."  I am not sure how to rectify this.  We performed the exact work that the customer signed for and needed.  The customer was not taken advantage of.  If he didn't want the work done after the additional work was quoted, he could have just said, "No thanks."

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 17th 2022, I called this company to address fixing a Rheem 40 gallon hot water heater. I asked for pictures of the repairs and did not receive them. The job was completed as promised for $375.11. I thought this was a bit pricey as the whole unit brand new cost $399. The issue is not the cost. I called the office and asked for an itemized receipt to breakdown the labor, parts, fees and taxes. I need this to file a warranty issue with *****. When I called in the first time I was sent by email an invoice for the $375.11, with no breakdown. I called in two more times to ask for an itemized breakdown and each time I was told they could not/would not provide this as they are (In their own words) a flat rate billing business. I called in a third time and asked to talk to a manager/owner. When this man picked up the phone I asked him the same question. He told he could not provide an itemized bill as they are a flat rate billing business. He also told me they do not charge for labor. I do not know what that means. They are hiding something. I just need the breakdown of the bill. I have read other complaints with them and their are similar complaints. It is unfortunate that ownership of this business has such suspicious business practices. When will the consumer get the satisfaction of being treated with respect and dignity?

  Business response

  08/25/2022

  New invoice was created with breakdown of parts and labor and sent to customer.

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