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Complaint Details
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Initial Complaint
02/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On November 8, 2022, as we did every year, we had A & J Drain come to our home to clean out our sewer line. They were aware that we had a buried trap, and knew there was no cleanout in our yard. This time, the technician made an error and got his cable stuck in the sewer line. I wrote him a check for $235.00 (Invoice #*****), assuming someone would come and get the cable out and finish the job. Two people did come a few days later. They couldn't remove the cable, which went the length of the sewer line. They cut it off from the machine to which it was attached, and left it --running the length of the line. As a result, we cannot flush paper down our toilets. This is not only a problem for us, but we cannot have company with our toilets in this condition. In addition to that, and because of other complications, we now have to have a major rerouting of our sewer system, which has been estimated to cost as much as $38,000. The A & J Drain company refuses to pay for any part of that even though they claim to be insured, or even to return the $235 we paid for a job they didn't complete, but in fact, made worse. We believe they should return this payment to us.Business response
02/17/2023
A&J Drain has cabled this line several times from the basement stack because there was no cleanout found in the yard, and customer also had told our technician there was no cleanout. We have cabled at this property 6 times between 11/2016-11/2022. It is by the grace of God that we didn’t get stuck the first 5 times because of the unknown buried trap. Our invoice on 11/15/17 recommended a yard cleanout to be installed for proper maintenance. There is no possible way to know there is a buried trap, without running a camera in the line. On 11/8/22, we cabled the line, and the cutter got stuck. We ran a camera to find the issue, and found that there was a buried trap. There is some confusion in understanding this, because we cannot make an error to get our cable/cutter stuck. This is a hidden plumbing issue that we were not aware of until our cable got stuck. Our disclaimer on our invoice states that A&J is not responsible for broken or stuck cables. Please see attached invoice with disclaimer. Tell us why here...Initial Complaint
11/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A&J charged me $95 to come out and snake my drain, and didn’t do the job I paid them to do.Business response
11/18/2021
The washer and dryer are in a VERY tight area in a bathroom, behind a toilet. We do not move washers/dryers to get to pipes. If something were to get scratched or a pipe damaged, we don't have the resources to fix them. We only are there to cable the line.
On 10/7/21 the technician found that the washer hose was broken on an older washer that was in the same tight spot in the bathroom, so couldn't test the washer to see if the water came out of the stack. The water ran onto the floor. The washer was rusted and the hose was broken, so he suggested to them to get a new washer. We charged a service call for our time/gas/etc. We still wouldn't have been able to move the washer to get to the stack.
On 11/17/21 the technician went back. They had bought a new washer/dryer. Still the stack is behind the washer/dryer so unable to move. We didn't charge for this call. Please see picture to see how tight this situation is.
The customer cussed at the technician and on the phone to the office assistant. We wish he understood that we can't take on the responsibility of moving appliances when we are there to do drain cleaning.
Customer response
11/18/2021
Complaint: ********
I am rejecting this response because:
Sincerely,
***** ********the technician stated the barrel of the washing machine was rusted out the 1st time. Nothing about a broken hose, because the hose was NOT broken. Instead of being a washer repair man he should have done the job we hired him to do the 1st time and we wouldn’t be in the situation we are in now. We did NOT hire him to diagnose a washer issue that wasn’t even the issue. We hired him to snake our washer drain which the tech admitted he didn’t do.
Business response
11/19/2021
The washer & dryer needs to be moved for us to be able to cable the laundry stack. If the customer can get them moved out of the area, we can come back to cable the stack. We already have called and offered that and he didn't return the call. The area is way too tight to be able to do any kind of work. Thank you
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Contact Information
3064 Old Highway a
Festus, MO 63028-4741
Business hours
Today,7:30 AM - 5:00 PM
MMonday | 7:30 AM - 5:00 PM |
---|---|
TTuesday | 7:30 AM - 5:00 PM |
WWednesday | 7:30 AM - 5:00 PM |
ThThursday | 7:30 AM - 5:00 PM |
FFriday | 7:30 AM - 5:00 PM |
SaSaturday | 7:30 AM - 5:00 PM |
SuSunday | 7:30 AM - 5:00 PM |
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.