ComplaintsforMilitary Veteran Plumbing, LLC

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/15/23 Military Veteran Plumbing came to my house to rod a sewer line. The estimate that I received through text to rod a drain was initially $155 for the hour rodding. The servicer who came out was **** who arrived at my house around 12:00p. He brought his tools in to begin to rod the line, he cleared a few tree roots when sewage started to come up through the drain. He then said that he was unable to no longer rod through the floor drain and had to use a main line drain (white pipe). Around 1pm, he called me to the basement and informed me that he had broken his cable inside my sewer line and that I'd have to excavate my front yard in order for him to retrieve it. The estimate that he had given me was $5,000 to do so. I asked him if there were any other solutions or if he'd be able to clear the sewer line for me and he told me no. I asked him to clean up the water and he told me that he would try to but he'd have to charge by the hour and that he wouldn't be able to do much. At this point my house smelled of sewage, my basement floor had been scratched, and he had created a bigger problem for me (a broken cable in my sewer line and damages done to my home). Frustrated, I asked him what he charged and he said $480. I paid him and he left. Shortly after I contacted the owner of the company ****** to see if there were any other options. He immediately became combative with me and said that the only way he'd be able to clear the line were if I were to do the excavation with him. He also asked me to make sure that when I got the work done to call him so that I could give him his tool back. I called another plumber immediately and they came out this morning on 3/16/23. They were able to successfully clear and scope my sewer line (to find his broken cable) and cleared all of the sewage in my basement with a disinfectant. I would like BBB to interfere on my behalf so that Military Veteran Plumbing does not do these shady business practices to another family

  

  Business response

  03/16/2023

  We regret that the customer did not come to us directly as it appears she did not fully understand the issue. We were initially told by the customer when scheduling that *************** was backing up in which we quoted our standard fee for a sink line. When we arrived it was apparent that the floor drain was the issue therefore the rodding required was more complex and a different machine was necessary. The homeowner was not on site when we arrived so it was difficult to explain the complexity of the situation over the phone and through the homeowner representative on site. It is unfortunate that after extreme effort to clear the line, we were unsuccessful due to additional blockage found outside the house from an infestation of tree roots. We even lost our own equipment in the effort due to the severity of the blockage. In no way was the equipment that was lost the cause of the blockage, but a result. Im glad the customer was able to find a short term solution to the issue, however we stand by our expert opinion that in order to correct the issue, the customer requires excavation and repair of the building drain or they will have issues in the future. The customer never contacted us demanding a refund, we did spend hours trying to resolve the issue. The customer did ask for other solutions and in our expert opinion the solution to the actual cause of this issue is excavation. We understand it is difficult when unexpected home issues arise and always do our best to give professional honest service. We are not in the business of deceiving customers and are sorry this issue occurred. We gave the customer an honest quote for the work required to solve her root infestation causing the building drain damage. 

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