ComplaintsforAce Plumbing & Sewer Service Co.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sewer stoppage since Dec. 2022. Paid ACE through AHS home warranty insurance to fix problem. ACE reported that the problem was a collapsed pipe in our property and that was not going to be covered by AHS nor the City of Lawrence. ACE stated they could fix the collapsed pipe for approx. $4,000. The stoppage resolved by itself then happened again April 2023. AHS assigned ACE, ACE refused to come to fix it unless we agreed to them fixing collapsed pipe and also refused to confirm diagnosis using a camera (unless we'd pay for camera). After much back and forth problem was fixed then happened again Aug. 2023. By then, we agreed to pay ACE for fixing pipe since it was not going to be covered by AHS. They sent a general contract in Oct. 2023 for us to sign before agreeing to come. Came on 10/5/23 (over a month after flood), digged backyard to then find out the problem was in the city's side so they said City will fix it. ACE charged us $1,667 for the 2 hours (9am to 11am) to dig and cover hole (without fixing anything). Problem still not fixed. City came and told us they're not responsible. ACE told us to keep paying them (through AHS) to clean the line every 3-6 months when it floods... Problem not fixed, have flood damages, and we've paid ACE approx. $2,042 ($1667 plus $200 for camera, plus $175 for multiple visits). We'd like BBB to investigate to determine if fraud was committed and if we're entitled to reimbursement.

  

  Business response

  12/11/2023

  We have responded to this message. We have a signed contract of what was to be done on this job and we followed it. Once uncovered we found out how the customers line was connected to the city sewer line. We were in contact with the city of Lawrence and there were permits pulled. Ace does not make the rules on what the city will or will not pay for. 

  Ace did all it could along with the city sewer jetting crew to at least get the area of line that is bad, cracked and allowing tree roots in. Ace had time on the job and phone calls into the city to address this problem with the sewer, line was camera twice, drain cleaning equipment used to get out as many roots as possible. Customer was not over charged. 

  Customers need to budget for repairing the sewer as the city requires, get estimate from the city's contractor to dig down to the city sewer main and have new wye connection made in order to tie onto city main properly. 

  Ace Plumbing will not be providing any refunds as work was provided, I say again the customers sewer would not be working today if it weren't for the services Ace provided.

  Thank You 
  **** *

  Customer response

  12/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Dear Better Business Bureau,

  As stated in the previous response, there are multiple areas of concern. The basis for our dissatisfaction stems from the day of the project and incident, during which ACE Plumbing representatives Bob, provided information that we now understand to be inaccurate and misleading. Specifically, we were incorrectly informed that the damage to our sewer line was on the city's side, leading to ACE Plumbing advising us to contact the city for resolution at their expense. Subsequently, it was revealed by the city supervisor that the damage was, in fact, on our side of the line.
  Furthermore, we were charged an amount exceeding $2000 for sewer line repair & replacement services that were not completed. The project was left unresolved, contrary to our expectations based on the initial agreement with ACE Plumbing. It is our belief that ACE Plumbing had a responsibility to provide accurate information and complete the project, and we did not consent to incurring charges without the work being finished.
  Additionally, we would like to bring to your attention the discrepancy in the information provided regarding the duration of work on two different occasions by ACE Plumbing. The message received from ACE Plumbing and the payment receipt indicate conflicting durations, contributing to the overall confusion and dissatisfaction with the services.
  We are hopeful that the Better Business Bureau can assist in facilitating a resolution to this matter. We request an investigation into the accuracy of the information provided by ACE Plumbing and seek your guidance on ensuring a fair and satisfactory resolution. We believe that the principles of transparency and clear communication in service transactions should be upheld by ACE Plumbing, and your intervention will help address these concerns.
  We appreciate your attention to this matter and look forward to your assistance in achieving a resolution.
  
  Sincerely,
  
  ****** *************

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