ComplaintsforThe Drain Guys

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted the Drain Guys early this year to purchase and install a water heater at our late father's house in Bethesda, MD. There was a 75 gallon unit in the house at the time that was failing after over 2 decades. We told the Drain Guys that we wanted to replace it with a similar sized unit. ***** at the Drain Guys said the house "didn't need a 75 gallon unit" and that a "50 gallon unit" was sufficient and cheaper. However, we said we'd rather have the 75 gallon unit to ensure that water stayed hot in the three story house. He said that was no problem. He picked out, purchased, and installed the unit. Later he scheduled a mandatory gas water heater inspection. That's when we found out that it failed the inspection because it was too tall. ***** said we needed to get someone in there to fix the issue, but he couldn't recommend anyone. We had 4 or 5 different people go and try to fix it but none of them said they could do it. I called ***** and that's when he said that if we had installed the 50 gallon unit, it would have passed inspection. I asked him, "Why didn't you tell us that? Why would you install a unit you knew wouldn't pass inspection?" We went back and forth with ***** and then after our last phone call a few months ago, I told ***** I wanted his company to install a smaller unit that would pass inspection and refund the difference to me. ***** said he would talk with the owner of the company and get back to me. He never returned my call and that was months ago. I called him again this morning, and he took zero responsibility for picking out, purchasing, and installing a unit that didn't pass inspection. He acted as though I should have known it wouldn't have passed. How could I have possible known--he is the expert, not me. Now I am $4000 out of pocket for a unit that doesn't pass inspection, and The Drain Guys are taking zero accountability for any of it. I need to buy a new unit from a new company, and request a full refund from the Drain Guys.

  Business response

  08/30/2023

  I believe this has since been resolved. However just to give both sides of this, it failed because the BTU rating for the Gas water Heater combined with the furnace exceeded the maximum BTU's for the size chimney flue that was currently there. The flue needed to be increased in size to pass. That is not something a plumber does. The inspection didn't fail for anything plumbing related. At the time, the customer didn't want to have the flue size increased so the only other option would be to install a smaller sized water heater that has a lower BTU rating. The customer declined that option. We installed the exact size water heater the customer requested and due to the fact that it failed for an issue not related to plumbing, I don't agree that a refund is appropriate. The customer reached out after some time and decided they were interested in increasing the flue size so we sent them the information for someone we like to refer. He was able to do the job (at a discounted price per my request). Once the job was completed on that end, The Drain Guys covered the cost of a new permit and had the job inspected. It passed inspection and the customer was satisfied with all parties at the time of completion. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 1, 2023, I had The Drain Guys come out to **************************, Alexandria, VA, *****. I specifically asked them to come out in order to provide a quote for replacing a sewer line. They informed me when they arrived that in order to provide a quote for the repair they would have to do a camera sewer scope which would cost $475. I had already had another company perform and I knew the issue, but did want a second opinion to compare costs so I agreed. They performed the sewer scope and then told me they were not licensed to perform the work and would not be able to provide a quote which is why I even had them there in the first place. I would have never agreed to this sewer scope if I had known they were not licensed to do the work because that was the only reason I asked them out there was to provide a second quote and compare costs. I did not need a second inspection to know what was going on. I already knew the issue. In addition, I don't know how they could perform an inspection if they are not licensed in that jurisdiction. I looked them up on the Virginia state licensing board and cannot find a record of their license which further tells me they should not have even been doing the sewer scope in the first place. I feel this company is just trying to make a quick buck by scamming customers.

  Business response

  07/03/2023

  I read the complaint, and I have been in communication with the customer. She wanted us to inspect her sewer line and give her a second opinion and that’s what we did. We explained to her that we can’t give a second opinion if we don’t run a camera to see what the problem is. It seems there was miscommunication between the customer and us. She informed me that she was going to dispute her credit card charges. Although we still did exactly what we said we were going to do, in the interest of customer satisfaction and moving past this, I will not fight the dispute and they are welcome to get their money back. I do want to say, however that we have no intention on making anybody feel scammed and that is truly not our goal. We do what we can to go above and beyond and give customers as much information as possible so they can make an educated decision. Sometimes we need to do some diagnostic services in order to provide that information that they are requesting. I am happy to comply. If you need anything else, please let me know.

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