ComplaintsforSewerQuest

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/23/22 we reported a gas leak. Columbia has r***onded and shut off the gas line because they detected leaks. We contacted ***** ******* ********** which was to cover repairs who dispa**hed 3 Aces - however Sewer Quest was the provider that came 6/26/22. ** replaced valves and elbows and showed the others that needed done which would require removing part of a wall, accessing crawl space; sump pumping and carpet removal and draining the hot water tank. 6/29/22 ** came to tell me what he was able to do if I got things ready but that he wouldn’t be available to do it until around 7/18/22 due to vacation and the fact that he would be the one that would have to fo the work. 7/11/22 ******** *** was here to remove the meter due to it being yo long without resolution. 7/11/22 I called Sewer Quest spoke with Melissa who told me they were waiting on ***** ******* **********, I called them spoke with Rudy who submitted a new claim. 8/16/22 Rc’d call from Melissa with Sewer Quest telling me Tom Quest would be out 8/17/22 to take pictures for ***** ******* **********. Tom Quest arrived 8/17/22 at 10:00 am took pictures said everything looked good and he would submit them, he speculated that ******** *** required a new “trunk” line since they were moving the meter. They discussed placing exterior gas lines - which was fine with me. Tom Quest said I should be hearing something by next week. 8/24/22 I called ***** ******* ********** spoke with Mike who tried contacting Sewer Quest as did I with no success one number said the voicemail box was not set up the other number rang about 10-12 times then asked for an access code did not try the fax number. I sent an email to Tom Quest asking for an update. 8/26/22 I called ***** ******* ********** spoke with Ashley who told me they are waiting on the provider operations.

  Business response

  10/12/2022

  10.12.22 BBB received notification from business stating PHS -consumer's warranty company denied the claim.

  Customer response

  10/13/2022

  I am rejecting this r***onse because: I was told by the warranty *** that Sewer Quest had exhausted the amount we were covered for after only replacing 3 valves and then ** from Sewer Quest coming and telling me to excavate my crawl space and remove the raw sewage - it was a leak from the washing machine and ki**hen sink drain NOT SEWAGE,  remove part of a floor for access, remove part of a wall for access, empty and remove hot water tank and make every access point “pristine” with plastic sheeting to be used for when they return which I was told would not be until after August 15 so figure on them coming back around the 20th. ** also said to find out my max coverage amount on my homeowners policy and what they don’t use we could split. I asked how much to just run all new lines on the exterior, he told me where to dig and how deep. He said supplies alone would be around $2,000.00 plus labor for about 2 days which he guesstimated $1,800.00 per employee per day, but he said let us see what we can get out of the warranty company ***. I completed everything on his to do list except for moving the water heater because of the welded lines to it Sewer Quest called and said they were sending out the owner of the business Tom Quest to take pictures for the warranty company ***. Tom Quest came took pictures and said everything looked good and said they were asking for more money from the warranty company *** and they were requesting the pictures so I should know something soon. I have received no communication from Sewer Quest since speaking with Tom Quest the day of the pictures. I called every number I had for Sewer Quest emailed Tom Quest - nothing. I was left a message on my answering machine August 26, 2022 at 2 pm from the warranty company *** Jake said they were denying overage due to flooding. 
  
  Regards,
  
  ******* *******

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