ComplaintsforDrain Masters

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called these guys out as repeat business. We had a drain backup and were able to narrow it down to what was causing the backup. The very inexperienced technician could not unclog the pipe even though we had the same company, a different technician, who successfully unclogged the pipe on a prior visit last year. The technician was not able to get his snake even past the pea trap and even stated "Maybe the pipes have shifted". I ended up having to pay $400 for no results. The technician noted that the next step was to have another technician come out who could send a camera down the drain. However, the technician was unavailable for days, so this was not viable. The technician also stated he was able to get his snake 4 feet down the drain, however this was inaccurate as he was not able to proceed past the peat trap. We got another company to come out and unclog the drain. They snaked the same drain, but the technician sent out was much more knowledgeable and experiencedsuch a vast difference in results. The company responded to our review, offering to make it right with us. We called the company back and left a message. They never returned the phone call. It seems once they get your money, even if they cannot provide the service, they will have no interest in further contact, which is very disappointing.

  

  Business response

  08/15/2024

  I did receive word that you had called. I was out and did not get right on the issue. I am truly sorry for the delay. I refunded the full service charge a couple of weeks after your call. You also put in a review with BBB as is certainly your right and something I support in order to make sure businesses are held to account not only for their service at the time but for their word and promises to resolve. I was unaware you had not received word of the refund as it was processed two weeks ago-it should have hit your account by now.
  You should know that the service, while it seemed the same, was different. I am still glad you were able to get taken care of and am sorry we were not the ones to have done right by you. It is very disappointing to us when we have the rare miss on a call, especially when it means a customer's discomfort was extended for even an extra hour.

  I am sure as a business owner you regret any time a customer isn't served at the level your company expects. We carry that burden with us and strive to be better in the future.

  Customer response

  08/19/2024

   
  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.
  
  Sincerely,
  
  ***************************

*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. ↩