Business ProfileforThe Waterworks

I called Waterworks for a clogged main line at my rental. Within the hour, technician *** called me and was enroute. He arrived and called me with a $460 quote for 2.5 hours of labor to cable the main line, provide a video and provide a ****** day warrantee. I thought that was high, but was enticed by the warranty. After 1.6 hours *** called and says I ran 60 feet of cable and got your line opened up, but my camera wont fit down this drain so I need to go get a smaller camera. 2.5 hours later *** returns with his Camera and states there were roots in the line but because there was no clean out he could not clean out the line properly with his blades (he only ran a bent piece of steal through the line to open it and removed very few roots.),. *** then stated there would be NO WARRANTY on the job (because there was no clean out), he would send another company out to provide an estimate to install a clean out, and then I could have Waterworks come out again for an additional fee.I was perplexed at this point but soon realized all *** did was open the line up enough to get a camera through.So $460 for a very temporary fix with no warranty and I am still waiting on the actual video from the camera that was supposed to be attached to the invoice along with another estimate to install a clean out in order to properly clean the drain or roots.*** owned this property for 6 years and other companies have been able to snake the entire line with blades properly without new installs.This chain of events feels like I am being gouged (being told they could only guarantee the job if I get a clean out installed and have them come back out afterward for an additional fee - not to mention Dans unprofessional /rude comments.) I filed a complaint and 48 hours later I am still waiting on the video, the estimate for the recommended clean out and manager, *****, to return my call. I truly believe this chain of events reveals an attempt to ***** the consumer. NOT HAPPY

Dear ********************, We recognize your frustration. In reviewing our notes from this project to understand the interaction, we are aware that the technician and our drain manager spoke to you numerous times to outline all of your options upfront prior to starting the work and did communicate that there was no obligation to initiate the work based on the estimate. We do have documentation via phone messaging that you agreed to sign off on the work. You did acknowledge the price and agreed to the amount based on the necessary work to be completed, whether we were able to get the line open or not. Your home was built in 1959. Older homes often have integrity and wear and tear issues with the drain lines. Once we get in the line with a camera, we get a full picture of what is actually happening. It is not possible to provide that information without clearing the drain first and then getting the camera down there. We cannot estimate what we cannot see. Once we did clear the line, and then put the camera down, our technician video-inspected it, noted the issue and recommended a solution for the future and provided a bid for repair at no extra charge. You were informed of the possible outcomes of the service, including how our warranties work/how they are determined. We later learned from you that two other companies had previously been called to rectify the problem, but they did not have success. Our technician did get the line open and did explain the video revealed that there would be ongoing issues until it was fixed as recommended. The video link has been sent to you. You have rejected our recommendations and have declined the latest estimate in writing. We are a member with A+ standing with the BBB and stand behind our work. We hope that you find resolution for your issue.