ComplaintsforTwirl Sewer Service

• Initial Complaint

  02/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 12/26/22 twirl sewer service came to my home to clean out the sewer line. At the time *** said he only saw one access point and could only use a 3inch cutting tool. He told me there was a 30 day warranty but hoped this would be his only visit.After *** left the home, i found a 2nd entry point on the same pole he worked on.On 1/9/23 the basement flooded again so i called twirl back and they sent the same guy over. I showed him the new entry point on the same pole, he said that works much better for him, he used a 4inch cutting tool. At the end of the visit he was going to charge me 200 but i reminded him about the warranty, he then called the boss and only gave me a 20% discount. After he left, i called the boss lady and she told me because it was on the same pole she would refund half the bill. I never got the refund. I submitted a dispute to my credit card company and twirl sent them a copy of the bill saying the charges are valid. Im going to resubmit the dispute with pictures and proof to try and get the refund. I tried calling twirl but they wont answer and wont return my call. I left a very detailed message repeating the name and phone number 3 different times. I saw the other dispute on the bbb website about twirl and how *** lied to them and i feel like he lied about my warranty too. If *** would of did his job correctly the first time he would have saw the 2nd point of entry and saved me money and only have one visit. Im asking for a full refund of ****** for the 2nd visit for all hassle i have to go through to get a refund. I also think the company needs to consider that their worker is lying to costumers and may make them lose business. The fact that i have not got a call back also tells me they don't want to refund my money. They have my contact information from the 2 visits and the fact that they denied the credit card company tells me they are not wanting to fix or resolve this issue.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Twirl came on 2/4/22 theres a ****** valve that we cantaccess and some TP mustve been stuck on it. Guy told us there was a thirty day guarantee. Stressed he didnt wanna be back in that time period. My fianc was showering and I heard the toilet doing the same thing it was on the first call. So I called back 3/5/22 spoke to a woman and she told me if its the same line it should be covered. Well because it was a weekend they were going to charge me with a 85 dollar fee so we agreed to wait until Monday. The guy came Monday well same issue he cantaccess this ****** valve because he cant get one s**** off and cant get his grinder in the hole properly to cut the bolt. So my main issue this ****** valve is still not fixed. Guy told me it was not covered I called the lady back which mustve been a different person then I talked to two days prior Im not sure. But she starts yelling at me because I was told that I was going to need to pay which is contrary to what the worker told me and to what the first women told me on the phone. He capped this one cap that he broke off charged me 30 bucks. We have him a 50 dollar **** for the cap and whatever else but sent him on his way. The lady called back after she initially told me Im a f****** douchebag and hung up threatening to call law enforcement which never happened. I never signed anything I have my first review stating ****** valve and my issues still ongoing now plus they sent me a 215$ **** that includes the 30$ cap we paid the guy.

  Business response

  03/14/2022

  I remember this person very well. I was not working on the weekend he called in. The person who was working that day called me for consultation. I reviewed the notes from the previous job in February. The technician removed a toilet paper blockage from the ****** valve. With this kind of blockage we do not give any guarantees on the line. When she spoke to him again she let him know there would be an additional charge. In the notes on this job she wrote a warning to the technician that he would try to say this was a repeat and not want to pay. When he called me to complain about the charges I explained to him that I did remember this job and that the person he spoke to on Saturday told him there would be a charge. After he was extremely rude to me I hung up. I mailed him an invoice for the cap that was replaced and removing another toilet paper blockage from his ****** valve. On Saturday I received another call from his wife/girlfriend telling me that they had paid "cash" for the cap on Monday. The technician denies ever being paid any cash and it was not written on his report. Again she was very rude. I told her she had the option of paying the **** or I would send it to collections after 30 days without payment. 

  Customer response

  03/15/2022

  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.
  
  
  We have a company that is continuously lying. Other then that we paid money to the technician and I never signed anything like I did the first time they came by. I never agreed to anything and he still has not fixed the problem. Thats the main issue the ****** valve is still not working properly because he cant get it off. So no money will be paid because the problem still exists. The technician is lying about fifty bucks too which shouldve been in writing like all of this was and signed by myself but non of that was done. So all in all you guys basically stole fifty bucks now and are charging for work that wasnt done properly because its STILL ongoing.
  
  
  Regards,
  
  ***************************

  Business response

  03/16/2022

  I spoke with *** whos was the technician. He now tells me there was cash paid for the cap. He was handed $50 and told to keep the rest. The cost of the cap is $30. The amount still due is $185. When *** was there he ran the sewer line from the front clean out backwards and cleared heavy toilet paper from the line. We do not repair ****** valves. A ****** valve would need to be repaired by a plumber. I will send a new invoice for the $185 that is still due. The reason that ******* did not sign anything is because he refused to pay the ****. I have sent him a copy of the services completed and what is due. Thank you. 

  Customer response

  03/18/2022

  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.
  
  Thanks ******

   appreciate you guys admitted to lying still doesnt help, you guys have lied about fixing the problem. The problem that they cant still access the ****** valve. We wont be paying thanks for being super rude unprofessional and straight up liar obviously. This womens been super mean to me and my fianc.
  
  Best regards oh thank you so much,
  
  ***************************

  Business response

  03/19/2022

  As I stated before we did the job we were called to do. The customer was told before booking the job that there would be a charge. The fact that he still had us come and then refused to pay his **** would give a good indication of his character. ******* can pay the **** within 30 days or it will be sent to collections. Thank you.

  Customer response

  03/22/2022

  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.
  
  I havent lied once and so you can see this womens and companys character. Im not a liar. Job wasnt finished job wont be paid. I paid for what was done with the fifty that was first stated that wasnt given to them. 
  
  Regards,
  
  ***************************

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