ComplaintsforReliable Basement and Drain

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a clog in a pipe from my slop sink to my boiler room. I had Reliable Basement & Drain referred by another company that said they were more equipped with a camera snake to look in the pipes to see if or what was obstructing the way. Thursday February 1st, 2024 - First, they couldn’t come at original time scheduled, then didn’t have a snake with camera, then said they unclogged the pipe but because it was still going down slow & making like a gurgling sound, I needed the kitchen sink vented. He said I would get an email the next day of a quote & I never did. By Saturday the 3rd of February my sinks were all backed up again. For obvious reasons, I did not trust them to come back & hired another company. Within 15 minutes, it was unclogged & he verified that my kitchen sink was indeed vented & would be fine. My sinks go down exactly like they always did & no gurgling at all. They offered to come into my house & put a vent under my kitchen sink, which is already vented, and return $75 or just return $25. I am not comfortable at all with having them back in my house at all & now I just wish to get my money back for a service that was never done, nor was an estimate for a supposed vent ever sent. Extremely poor workmanship & very disappointed.

  

  Business response

  02/12/2024

  1. On 2/1/24 we provided a drain service, the drain was cleared and it had roots in the line. We have pictures of the drain flowing after service.
  2. On that visit it was noted that the drain is improperly installed and will at minimum need an Air admittance valve installed (AAV).
  3. The customer wanted a refund because she had another company come some time later and cleaned the drain ( only because we did not have a camera to inspect the drain) she did not pay for that service...we asked for the copy of the receipt that she had another company camera the drain.. she provided a receipt that does NOT have the DAY of service, and it did not include any type of camera work.
  4. When the customer was asked why she did not call us back days later when the drain allegedly was backed up again she said because we did not do the job properly the first time and camera it. She NEVER called to inform us she had any issue.
  5. We did offer to give a discount on the original service (even knowing it worked properly the day we left, with proof), and we also offered to add the AAV with a large discount.

  Customer response

  02/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ******
  

  
  BBB - I have reviewed what Reliable Drain & Basement had stated and would like to clear up a few false accusations.  First, when the young kid was here on February 1st, he snaked my patio, where my slop sink is, he was only able to go down under my house from that pipe and found a small bit of what appeared to be tree vines, yes.  However, that was not even where my draining issue was.  Then, after snaking from my boiler room to my slop sink or patio, he advised that because my kitchen drain was still gurgling and was draining slow, he believed I needed a vent below my kitchen sink and that it would run me approximately $250 additional dollars but would be consulting with his supervisor on Friday February 2nd and would be sending a quote over on the 2nd as well.   I waited all day Friday to get something from them and aside from getting the annoying text messages to not to forget to give them a review of their service they did at my house, I received nothing.  On Saturday February 3rd, I ran my dishwasher and noticed my sink filling up again.  I went out to the patio and once again, the patio slop sink was halfway filled up and I had to stop my dishwasher.  The reason I did not contact them again, which is what I told Justin from Reliable Drain and Basement, was because I was dissatisfied with their service,  Why was I going to have them back in my house to once again, overcharge me for something they couldn't clearly handle. ****** even admitted to me that they clearly dropped the ball and that he was sorry for that.  Plus, I NEVER told Justin that the other plumber I had out here came with a camera snake.  I am unsure where that false information came from.
  Over the weekend I had a family friend tell me I should've used A1 Dr. Drain & Custom Plumbing and they gave me the phone number to contact them.  Monday February 5th I contacted them and I explained what had happened and because he was already booked for the day, he came over on Tuesday February 6th.  It wasn't like I waited days beyond days to get my drain unclogged as Reliable Drain and Basement is stating.  Plus, I believe this should be noted -  My family remodeled my kitchen in 2012, that was 12 years ago.  If my kitchen sink was not vented properly as a 23 year old employee of Reliable Drain and Basement said to his supervisor, who then told the owner, that is on them.  I have the plumbing connected correctly and vented correctly so they are truly grasping at straws to try and demonstrate I am in the wrong for wanting my money back and they are not in the wrong for charging for a service they did not successfully perform.
  I reattached the invoice from A1 Dr. Drain & Custom Plumbing with the date included.  I believe the one I originally sent BBB was corrected, I didn't see that the day was not on there when I sent over to Reliable Drain and Basement,  and I had to have them resend.
  Thank you,
  ****** *******

  
  
  
   

  

  Business response

  02/26/2024

  We completely disagree with most of this statement. The job was actually completed and we deserved the pay for the work that was done. We can send pictures and documents of a properly vented system, in which case you do not have installed. However, since there is no acceptable solution, we will agree to a refund.

  

  Business response

  02/29/2024

  Good Morning, 

  Complaint ID:

  ********

  Date Filed:

  2/9/2024

  I have attached the proof of us sending her a check of the $198.00 

  
  

  Thanks, 

  
  

  ****** *****

  Reliable Cares Team

  Customer response

  03/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******
  
  
  

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/25/2023 $598.00 Downspout and basement drain clearance and cleaning Services not provided as paid for Business has not made any attempts to resolve lack of services paid for Invoice #***** False advertising regarding services listed to rural areas, within covered listed areas

  

  Business response

  09/18/2023

  Mr. ******,

    Good morning, I am sorry that you feel that we did not service your property as you requested. ******** ******** *** ***** *** sent two of our technicians out to service your property on 8-25-2023. The technicians were onsite for 2 hours and 4 minutes in attempt to Jett your downspout lines as well as your line leading to the back of the property. The technician onsite recommended that we do a follow-up appointment to give you an estimate for a possible outside crock and sump pump to help with the water solution. When I was informed that you were not happy with the job that was done, I did try to schedule an appointment to have the owner of the company visit your property on 9-15-2023 but through email, you declined the offer. We will issue your full refund that you requested today, 9-18-2023. 

  Reliable Basement & Drain takes a lot of pride in doing the best job we can for our customers, and we always try to make our customers happy. Again, I apologize that we were not able to take care of you in the manner that you thought fit. 

  Sincerely,

  ******** ******** * ***** ***

   

   

  Customer response

  09/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩