ComplaintsforClear Pipe

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our residential main sewer was blocked due to damaged external sewer tiles. On 10/27/2023, BBB provided us with a local service Clear Pipe, ******** **.Mr ************************** gave us a quote of $7850.00 plus permit if required. We agreed to his terms.And gave him a deposit of $3925.00 After work was started on our sewer drain, we were advised that Power Rodding would be required; we agreed to this additional work. $295.00 10/3/2023, One of Clear Pipes workers told my wife, that the sewer line running from our house to the street was filled with tree roots and that Hydro Jet should be performed.10/6/2023, Mr ************************* called me and asked if the Hydro Jet should be done, based on Clear Pipe expertise, I agreed. Cost $1350.00 However, upon further investigation, Hydro Jetting is NOT recommended for the clearing of tree roots but that Power Rodding using a cable driven mechanical auger is the best and least expensive way to clear tree roots.Balance as of 10/10,2023 is $5670.00 We are disputing the extra charges for the Hydro Jetting $1350.00 **************** diagnosed this problem earlier and provided a video as proof. ********* never provided ANY video proof of their findings. Based on their Word as professional plumbers which we were lulled into accepting as fact, did we base our acceptance!A point of fact: The ********* contract states any additional work must be done in writing this too was not done.

  

  Business response

  11/26/2023

      ******************, I understand that dealing with unexpected repair costs can be stressful. I want to address concerns you raised regarding the services we provided and hope that you find it to your satisfaction. 

  
  1. Necessity of Hydro Jetting: Given the circumstances, hydro jetting was appropriately recommended and was an effective method to address the level of roots AND sediment in your sewer. A combination of rodding and Hydro jetting was the most effective method for addressing these issues.  I want to further describe the issue in light of the complaint: the condition of your property's sanitary **** piping has deteriorated significantly, with offsets or separation at almost every joint, sewage exfiltration, and root / soil infiltration. The issues are exacerbated by insufficient slope and grading along the entire piping which causes water and sediment retention.

  
  It is highly recommended to perform regular maintenance to help slow down sediment buildup and root growth before and after the summer. The proper and more permanent solution is relining or replacing the entire piping. Replacing the piping has the advantage of repairing the severe slope and grading issues that can't be repaired with relining.

  
  2. Evidence of Work: We have recorded videos of the sanitary piping before and after hydrojetting, which you could have requested via email. These recordings, along with other documents, have been sent to you for review. Our office did not receive a notice or made aware that you were concerned about the work performed or that you would have liked videos.

  
  3. Agreement on Services: The initial contract covered a specific repair using the cut-and-replace method. Additional work, including clearing the remainder of the pipe, was communicated via text messages and agreed as confirmed in your letter. Our industry typically handles such services on an hourly rate basis, as you are aware from your long-term homeownership. We proceeded with the agreed hourly rate services with your approval.

  
  I hope this clarification helps. I believe to have addressed the main concerns expressed in your letter. You mention other issues like feeling 'lulled' (as in deceived) and that is regrettable and unsettling. We are committed to our clients and our priority with your home was to get your sanitary system functioning as it was backing up. It's regrettable that you feel wronged in some way. 

  
  If you have further questions or need assistance, please feel free to contact our office by email at **************************************. 

  
  Best regards,
  Clear Pipe Team

  Customer response

  11/28/2023

   
  Complaint: 20855295
  
  I am rejecting this response because: According to Clear Pipe submitted contract proposal  "no additional work is to be performed without a written and signed contract".

   No written contract to cover the alleged hydro jetting was submitted to us or signed. Please see attached document.

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

  

  Business response

  12/03/2023

  When a contractor and a client reach an agreement for a service, the contractor operates on the trust that they will receive payment for the work. This trust is fundamental in motivating the contractor to undertake the job. Should the client experience regret to their decision afterward, it is not fair for them to withhold payment for services that have been mutually agreed and already carried out. The contract is intended to protect our company from nonpayment.
  
  We have addressed his main reasons for making a dispute: why the services were needed, provided evidence for the work and explain the additional services. He was aware of the pricing before, during and after the repair and service were performed. He agreed to the work being done, and it is reasonable to expect him to fulfill his payment obligations, even if he later experiences buyer's remorse.

  Customer response

  12/04/2023

   
  Complaint: 20855295
  
  I am rejecting this response because: A signed contract is a. signed contract except when the Service Provided decides (on their own) that it doesnt work for them anymore. 

  Did not this vendor also try to sell me another multi thousand dollar service that he said it was the best time to do so?
  
  Sincerely,
  
  *****************************

   

   

  

  Business response

  12/12/2023

  I empathize with your current sentiments of dissatisfaction. However, the charge of $295.00 for the power rodding service was made clear beforehand and is reflective of the industry standards for such work. We believe this charge is fair and justified for the service rendered. You voluntarily paid this amount. 

  Customer response

  12/15/2023

   
  Complaint: 20855295
  
  I am rejecting this response because:

  *****************************
  *********************************************************************************
  ************
  
  December 15, 2023
  
  Mr. *************************, Jr.
  Clear Pipe, Inc.
  ********************************>Suite B
  ********, ** 60026  
  
  ************,
  Prior to commencing work on our property, you expertly required us to sign a Contract specifying the work to be performed AND the limitations of said work; specifically that NO work to be performed without a signed contract. It appears that you adhere to written Contracts when they shield you but disregard a written contract when it suits your purpose, i.e, for monetary gain.
  
  Hydro jetting plumbing professionals maintain that hydro jetting on old sewer lines could cause unseen major damage. Our house is more than 70 years with the original sewer lines. 
  
  This universal plumbing trade principle was not disclosed to me. At this very moment we could have a sewer problem that will cost more than $18,000.00 to repair due to YOUR hydro jetting our sewer line.
  
  You also recommended performing Trenchless Sewer Repair, that costs $1000s of dollars more.
  
  ************, If you had done the work as described in the four corners of your Contract, we would have been generally pleased. 
  
  However, you saw AND took every opportunity to take advantage of aged homeowners in their late 70s to satisfy, it seems, an insatiable greed. 
  
  
  
  *****************************
  
  
  
  Sincerely,
  
  *****************************

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