Complaints

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our main sewer line replaced in 02/21 for $8,900. In September of this year we started getting water in our basement and it caused us to call Krupp Whitney back out. When they came back out they pointed out another issue to be the cause and quoted us to repair the work. We had the issue repaired but we were still getting water in our basement, so we called them again. They sent someone out to camera our drain and see what the issue is. While running water down various pipes it was pretty obvious our kitchen drain was not emptying into the main drain. The tech left and said someone would be in touch. They came out and rerouted our kitchen drain into the drain for our slop sink, and told us someone would be out to discuss the next steps. On the next visit an owner of the company came out and went over the findings. When asked what his next step was, he told us that he wanted to dig up the concrete (that should've been done originally) and go from there; he believes they picked the kitchen drain up further down the line. We stopped communication at this point with them and reached out to other companies for second opinions. It was discovered and verified with camera that the original kitchen drain was never connected to the new main drain; therefore we have been dumping grey water into the foundation of our house for the past 3 years. So as of now our kitchen drain is being diverted into a laundry sink drain and our old drain is sticking out of the concrete with a cap on it. Below that is a pipe that is an unknown distance with an unknown amount of grey water running along the foundation of our basement, and it is because of the negligence of this company. We have reached out with our request for a refund, but have not had a response.

  Customer response

  11/04/2024

  Good Afternoon,
  

  This is *** *******, I wanted to send you the invoice of the second opinion who came out and inspected the completed work (after the kitchen drain was re-routed). 

  Business response

  12/05/2024

  Thank you for reaching out! 

  
  Recently when ****** called our company about the issue he was having with his kitchen sink drain, our team scheduled a tech to stop out and take a look at it. Upon arrival we discovered that a drain line had been missed in the initial installation. We promptly scheduled a tech to come over the next day and correct the problem, which we did. At this time ****** expressed concerns about possible water leaching underground and causing larger issues that couldn't be seen at the time. Upon hearing of his concern I scheduled for myself to make a site visit to address directly. When I arrived he appeared frustrated, which I understood, but was adamant that we would take the steps to ensure things where good. I scheduled with ****** and the Owner of the property to come over on Monday morning to break open a potion of the basement floor to make sure things where good under the floor. This initial visit was Friday and our company is closed during the weekend. He was ok with us doing the work on Monday. Additionally, this work was being performed at NO COST to the customer. On Monday morning, a half hour before we where to arrive I received an email from the owner saying they didnt want us to come and where going a different direction. We where intent to make things right. Now the customer is requesting a FULL REFUND for the complete project which I think is unfair. Mistakes happen and we are aware of that and are happy to make them right. Asking for a full refund and saying we where in breach of contract is very aggressive. We did not shy away or push off the issue, in fact we addressed directly and tried to make things right. In the end he opted not to want our help, which is his right to do, however we wanted to make things good. We would still stop over if he wanted us to.

  Thank you

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