ComplaintsforZoom Drain

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 5, 2023 Zoom Drain came to my residence to take care of a drain and backup in the kitchen sink and laundry sink In my garage. I was called and told there was grease in the line causing this issue and the could solve it. It was quoted $1000 to fix the problem. I gave the go ahead to solve my problem. I was called later that day and was told they had taken three buckets of grease out of the line and were running hot water thru the kitchen sink and the laundry sink in the garage for thirty minutes at the time of the call for payment and it was clearly running and they monitored that was the case by looking into the clean out as it flowed to the septic tank. My problem was solved or so I thought. I was also pitched their branded liquid drain cleaner and I purchase that as well for 60 dollars. I was also given verbally of how to use it and the frequency to use it. I asked about if I had a warranty and was told 30 days. January the 21, **** the problem reoccurred. I called them on the 22nd and got the same 2 guys back out that afternoon. I received a call saying that the line was packed with grease and it would cost another $1000 to correct it. They said they had pictures they could give me , but I never received them. My complaint is that that their 1st visit to fix my problem was a hussle. They apparently did not get the line cleaned all the way out for the first thousand they fleeced me for. They gave me a short warranty so they could come back and get me again. I did not get the service I was expecting for the price charged. I used their liquid drain cleaner on schedule till I ran out Saturday the 20th. H*** I was gonna call and get some more of that product, I was sure they had fixed the drain problem.

  Business response

  02/14/2024

  The issue has been resolved. We are a fairly new company and did not know it was an issue until they submitted a complaint on social media. There was no contact with us that there was even an issue. We went through our customer recovery investigation process on February 1rst. Since then we have been out to their property twice. We were also back out a third time yesterday and provided free service to make sure everything was to their liking. We also received a message thanking us for coming out. 

  Customer response

  02/16/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  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. ↩