ComplaintsforGene's Sewer Service

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 5th Genes came out to fix , my toilet that wouldn't work abd overflowed from the bottom. . They ran their line cleaner thru the toilet drain. Said they found g*** at 25' but they went out 100'. On Sunday March 10th , the toilet had the same problem. I called and left a message the morning of March 11th. Two days later I got a call back saying they all had covid. **** said he would contact me when they returned to work. I texted him a couple weeks later asking when I would hear from them. On Monday April 1st my neighbor a retired plumber came over to look at toilet and see if it could be anything other than a line problem. He said IT IS DEFINITELY a line problem and they obviously didn't get it all cleaned out.. I called right then, left a message for ****. I called again yesterday and left a message. NO RESPONSE to any of my messages. They got there money the day they were here and evidently don't plan to make it right. I have a call into another sewer company so I will see what they say. I have worked for ****** insulation over 50 years and customer satisfaction has always been a priority, evidently not at Genes. I lost my husband 18 months ago so this is my first time having to handle a household problem and this has been so frustrating!

  Customer response

  04/04/2024

  I would like to include the ****** invoice and the invoice for ****'s sewer who just left after clearing the line.   He stated the plug was at 25 feet and that they should have went back thru it a few times to be sure they had cleared it all.   If they would have left the sink run for awhile, they would have seen it bubbling up in the toilet drain when the water hit the 25' mark.    

  Business response

  04/15/2024

  On 3-5-2024 we went to a call at *****************. We snaked the line in the half bath from the toilet ****** which is not a proper cleanout. Sewer mains going out of the house are 6 in and going through the toilet ****** you can only get a 4-in knife. This was all explained before the procedure was completed. We also inquired when the last time the drain was ran or cleaned out and customer was unsure. We explained to the customer that the line was sludged up. (That is what she is referring to as gook.)The line was ran through several times while water was running in the sink. (Always a common practice when running a line) We recommended power jetting to clear the problem but she was not interested in the higher cost of jetting. Sludge builds up in a line when it has not had proper maintenance. I notice in her complaint she does not mention that we were the second company out. She said the same things about another local sewer company not doing the job to her satisfaction. I spoke with the service technician with ****'s Sewer service who also noted the sludge started out at about 25 ft as noted in our invoice. As far as the retired neighbor, without cameraing the line there's no way he could diagnose it. Unfortunately we only have a crew of two and became quite backed up after ***** struck out company. I don't know who she is referring to as ***** since **** passed away in 2020. I'd like to apologize for the time it took to get back to her but since she had other facilities available we had to take care of our customers that had true sewer emergencies first.  All of our work is explained by our technicians before services are performed and she was aware that it was not a guaranteed situation.

  Customer response

  04/26/2024

  I just read,Genes response from your notification I received today.  If this was sent previously, this is the first I saw it.
  None of what he is saying is true.  I had,Golden Rule out in August and I have the bill.  I told his men that.  His men did not explain ANY of his statements to me.  The ONLY thing they told me was they found sludge at 25 feet.  When I talked to him, I assumed **** as all he said on the phone was Genes sewer calling(off sick with covid) he told me he would talk to the crew and get back to me.  HE NEVER did this and that is why I filed complaint.  I texted and left two messages and he was never respectful enough to take 5 minutes to call and tell me this no matter how busy he was .  A customer desires that after paying for a **********************.  
  

  
  

  
  I just reread his response again and as I previously stated his men did not explain anything to me except they found sludge at 25 feet.  I have no idea what he is talking about with jetting as THIS was NEVER mentioned to me nor was any cost ever discussed.  

  Business response

  05/01/2024

  Unfortunately we have to stand behind our original response. Without a proper clean out, this particular instance was not guaranteed because it's not a proper clean out. We certainly could not have made it 50 years in the *************** and surrounding areas by misleading or lying to our customers. 

   

  Thanks 

  **************************;

  Gene's Sewer Service 

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