ComplaintsforDiscount Drains

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in July 2021, I spoke to one of the representatives/technicians from Discount drain about getting an Auxiliary water meter installed in my house, I was told it was something they do and requested that I make a deposit of $200 to start the process. The technician came to my home, measurements were taken and an estimate was drafted. My credit card was charged and about two weeks later, I was told that the Auxiliary water meter was on back order due to covid. However, I was not given a duration of how long it would be on back order. I made several calls that year but nothing changed. Then last year, 2022, I called again and left a message with the receptionist who gave me a call back stating they now have part of the meter but not the complete set and they could either come and install it now or I could just wait until the complete set came because installing part of the meter was not going to help me in reducing my water bill which was the main reason I wanted the meter in the first place. So, I told her I would wait, I never got a call back again from them even after I made several attempts at calling until this year in March when I got a hold of them again and this time, I'm being told there is somebody they have to get in contact with first before they can move forward with my order. I've been calling every week since the first week of March, and it's just one story after the next. Last week I was told they will call me back and no one called nor answered my call when I attempted calling again.

  

  Business response

  06/16/2023

  BBB placed a courtesy call to business and spoke to Kristin B*****, who responded to this complaint verbally. She said they are refunding the consumer the money she has paid and she will reach out to her today and get the refund approved.

  Customer response

  06/27/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ******

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/2/22 Discount Drain had two workers come out to replace my standard np shower. Agreement was it would be the same style / size as the old. The cost would be $7,495.00. And finished in 1 day. When they came out and replaced the shower I was advised the door would take a month to get. Then when looking at the shower with them I noticed it was smaller and you could see my sun flooring. I was never told the shower would be smaller and I’d have additional repair to cover with my floors. The employees unasked to use my cleaning supplies and left my house trashed with garbage and fiberglass on the ground. 4/27/22 I never heard anything back about my shower door so I called, was advised the system showed my bathroom was completed. Had the employee and manager call me so we could get my bath finished. Employee called said home depot didn’t have record of them ordering the door but would order another that’s in stock( have texts as well) set up time to come finish. 5/4/22 Spoke to manager and he said he was sorry and said that it was not protocol to do things that way. And would call me back to figure a resolution. 5/17/22 employee came out with shower door, but after an hr said “don’t feel confident we can install this correctly” and gave me a contractors name and number. They advised they will pay for the door and the contractor can do the drywall and floor. Contractor invoice is $1,247.88. Drywall was completed and he was getting ready to install the door but the door is the wrong size. Called the manager, who said it was my responsibility, then advised his employees ordered and brought it to my house. He agreed to replace and refund cost difference. Spoke agin about disappointment and he refused to do anything. Asked to at least cover floor cost, said no that he would pay 200.00. This is how it ended. A 1 day project turned into7 months. 7,500 for a job they didn’t finish and they broke the contract by replacing my shower with a smaller one and failed to disclose.

  

  Business response

  07/21/2022

  Good morning ******,

  We apologize for any frustration we caused. The shower door was delayed due to a manufacturing back order. Our technician is currently at the store finding you a shower door that will fit since we have to find a different option. This issue will be resolved this morning. Based on the complexity of the shower door we could find at the time, we were not specialized to do that type of work. We referred you to a contractor we use often because he would have been able to preform this work for you and also take care of the drywall and trim board repair that we were not responsible for repairing per the agreement. 

  Unfortunately a 30 year old shower is not going to be exact in measurements as a new one, this is based off rough measurements. It is normal to to have slight difference in height and width, we apologize this was not disclosed to you. We have taken $200 off to help with some of the inconvenience. We have record that the $200 refund was an acceptable resolution for you when you spoke to our manager prior.

  Customer response

  07/21/2022

  I am rejecting this response because:The employee called me and said ******** had no record of him order the door, and no one followed up to make sure things were done proper.  I also didn’t special request any shower door, so when I was sent pictures I had no idea it would be a any problems. And even if the door wasn’t complex to put in it couldn’t have been done anyways cause it was the wrong size. Also in prior conversations with the manager on 5/4 I was adv it was not protocol to instal a shower that didn’t fit without talking to the customer first in case I wanted to wait or go with someone else. But then after speaking to him again on7/19 he back pedaled saying that. And lastly I was not satisfied with 200 off when I’m paying 8,700 in total now for a job that should have taken 1 day and we are going into the 8th month, and how now there is an additional charge of flooring that’s 600. my condos are not even 20 years old so the shower isn’t that old to match up in my opinion, especially since they are atill building with the same floor plans around me. I’m not disputing the drywall at all nor asking for any of those funds.
  
  Regards,
  ****** *******

  

  Business response

  07/22/2022

  Good morning ******,

  Once again, we apologize for the inconvenience, we want to work together to find a reasonable resolution for you. When we located the shower door we were told it would fit your shower, when we discovered that it does not fit we worked to find a new door for you. Unfortunately rough measurements can vary over the years and sometimes that can make it difficult to get an exact fit which was the case in this situation. This should have been communicated to you by our technician and we apologize that it wasn't. We are willing to discount an additional $200 making it a total of $400 refunded to resolve this issue. 

  Customer response

  07/26/2022

  I am accepting the business's response to resolve this complaint, I wish this could have been resolved before this getting to this point, and they valued my time and money more to understand the disappointment I have. I’d like to add that I hope they look at this situation and realize it’s not good customer service and can improve on that in the future. 
  Regards,
  
  ****** *******

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Discount Drains came out to replace a water line that was to be bored under ground coming into my house. The worker was nice and they were on time on day 1/2. This project cost $8k. I heard the techs make comments about throwing trash into the holes in the ground before they cover them up. They left my house, drive way, grass, and garage a mess. Barely cleaned up. There was chunks of concrete that were left in the yard that got ran over with the lawn mower. It has been 3 weeks since they fixed the line. I still have as of right now a hole in my driveway. They threw a board over it that didnt even cover the entire hole. Im shocked people havent hurt themselves whole walking as the hole is part of the sidewalk. Discount drains has not had the work done yet and is not communicating with me. They gave me the number of a construction company (****** ************) to call myself and check on it. They have did nothing at all and also are unresponsive. Its not my responsibilty to call their subcontractors. ****** ************ has been unresponsive as well and 3 weeks later I still have a hole in my driveway/sidewalk with no plan to remedy. I feel like completing this project has not been a priority for either company. I paid $8k for a shoddy job.

  

  Business response

  07/08/2022

  Good morning ********,

  We apologize for any frustration we may have caused. We would be happy to send our manager out to address your concerns about workmanship. In regards to the concrete, there was a delay in the pour due to the weather. The heavy rain caused our contractor to run behind. We provided you their contact information so you would have that as reference since they were the ones taking care of your concrete. They have communicated with us everything is ready to go once the weather is better and we assumed they had communicated this to you as well. We apologize for the miscommunication and will have our manager contact you to resolve any additional issues. We take pride in our work and want to leave you happy as our customer.

  Thank you.

  Customer response

  07/08/2022

  It has not been raining for 3 weeks straight. Only the last couple days. What about the rest of the time ?

  There has been NO COMMUNICATION from Discount or ****** to me. I am calling YOU and still getting nothing done.

  Your employees have told me multiple times that ****** ************ has not been getting back with you. 

  I paid YOU !!! Manage the project.  Get my project done. Use a different concrete company if you need too !!

  I work with construction managers and **** in my professional job. I know how ridiculous this is. I know how you are taking advantage of me. 

  Nobody has followed up to make sure my project was done !!! Even after 3 weeks of calls. 
  
  Regards,
  
  ******** *******

  

  Business response

  07/13/2022

  Good morning ********,

  Our excavation manager has had spoken with you on multiple occasions, as explained we unfortunately have to abide by ******s' schedule. That may not be as quickly as we would always like but they will complete the ones to complete the concrete for you and they will get it done. There are times that it does take a bit longer to get concrete poured due to several different factors. ****** is our subcontractor and we have worked with them a long time. They will complete your project as discussed, all procedures have been followed appropriately on our end. Our excavation manager will also follow back up with you this morning, if you have any additional concerns please bring those to his attention.

  Customer response

  07/13/2022

  The fact is your company has promised to follow up with me and then does not. I have not received a date ever or an update from your company or from ******.

  Yesterday I had to call ****** myself and threatened to call the Better Business Bureau on them. They came right out and poured my concrete. It took 15 mins.

  All I have asked for this whole time was a date and some communication. I had no problem with waiting.

  This has been a disaster. Please close my compliant now that it has been completed.
  
  Regards,
  
  ******** *******

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see the attached letter sent to Discount Drains. Prior to sending the letter my wife, ****, called Discount Drains, to describe the problem with their installation and they did not even try to remedy it. I then sent the attached letter on 4.2.22. They have not responded. We want them to fix the installation or refund our money so that we can hire another plumber to do it correctly. Thank you.

  

  Business response

  04/25/2022

  Thank you for bringing this matter to our attention. We are sorry that the work done did not meet expectations and want to make this right for you and ensure you are completely satisfied. A member of our office staff will be contacting you directly to arrange scheduling. 

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our home warranty company contracted this company to replace our water heater for $1,700. When the sales person was out, he never mentioned a pressure tank needing replaced OR that it was best practice to replace with our water heater. We paid and got water heater installed. After installation, we noticed the pan under the water heater was crooked and the release valve would have leaked all over, not until the pan. I called and they came back and did some hillbilly fix because they didn’t want to do it right. Today, I hear a leak. Luckily I had them come back because water would have been all over my closet. The water heater was leaking. The same tech who installed came back and was very flippant and said he needed to Google what the issue could be. Then says the pressure tank should have been replaced. On the day of installation, I sat right by the tech in my office. For 6 hours he never said it needed replaced. But today now it does for more money. We clearly wanted it fixed correctly as the amount we paid was RIDICULOUS. So we would have approved the additional cost. Now we’re waiting on another quote or manager to come out to resolve. All while it continues to leak. Very frustrating. Will not use them or the home warranty company again. Clearly paying more money doesn’t mean you’ll get good or honest service.

  

  Business response

  02/09/2022

  We were hired by the home insurance company to give them an estimate on a non-functioning hot water tank. The estimate was given, and subsequently approved. No extras or add ons were given because the insurance company does not appreciate "upsells." Once approved we sent out our technician who replaced the tank and only the tank, as was agreed on by all parties. Within the next week, we were called back out to look over our work, as it seemed it was leaking. The technician arrived and informed the customer that it wasn't the replaced water heater that had malfunctioned but the expansion tank. He informed them that he was able to replace the tank and gave them an estimate on the additional job. This upset the customer who then insisted on the personal number of the general manager. When the technician said that he was going to call the manager to reach a resolution they tried to stop him from leaving and said unpleasant things to the technician. The general manager came out and tried to fix the expansion tank immediately but needed a special tool that he didn't have on him and offered to return the next day. That very next morning, when they were on the gm's schedule for him to come out, they filed with the BBB. We have since completed the second job, at a discount, and they have already paid. 

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 29, 2021, my husband and I signed a contract with Discount Drains (Job#********) to get plumbing work completed in our home that we just bought located at **** ********* **. We were told this would take 4 days to complete. The first plumbers, Jeff and Drew, did not complete their work in that time period. This should've been from November 2 through November 5. Jeff came up with many excuses including others working on the house being in the way but they were not. We would get text messages informing us the plumber was on the way with a quick bio but Jeff did not show up within the hour. In one instance, he showed up 4 hours after we received the text message. After the initial 4 days, we were told that he would finish the job on Monday of the following week. Jeff charged Discount Drains for items he told them he completed during those initial 4 days, which he did not. On November 8, 2021 we were charged $9,635.13 which we paid with good faith that Jeff would complete the job. On Monday, November 15, Discount Drains sent another plumber, Taylor, to finish Jeff's job. He worked through Thursday, November 18 and still did not complete the job correctly. Trevor, our contact for Discount Drains, gave them incorrect direction. After I gave them the correct directions, they still placed the upstairs toilet in the wrong place. On Tuesday, November 23, 2021, Jeff was sent to finish his work on our house since Trevor realized that Jeff didn't finish everything he was paid for completing the first week. The upstairs bathroom now had 3 additional holes in the same area of the floor, compromising the integrity of the floor. I called Trevor to ask him to stop the job and just reimburse our money as it was all still incorrectly done. A gas line in the basement was left open and the upstairs bathroom wasn't even 1/2 way completed. We were reimbursed $1,000 out of $9,635.13 paid and not charged the remainder. GM, Austin, was clueless about the job.

  

  Business response

  11/29/2021

  Good afternoon. 

  In regards to the complaint about **** ********* ****. We did reach out to the customer in the office, and I apologize no one responded to her email sooner, we were out of the office for the holiday. I have spoken with the GM and we have agreed to issue her the refund of half the original amount that she requested. We acknowledge that there were communication issues with all parties involved and apologize for our part of this whole thing. We ensure you that this is not our standard procedure and our techs involved have been educated in their errors. 

  The refund was issued by the office first thing this morning and proof was emailed as well. 

  Customer response

  12/07/2021

  Hello,
  
  The message on the BBB was not clear on what to do if I was satisfied with the resolution so I did not respond. This case is now closed and I am satisfied with the business' response and resolution. Please update that on their file.
  
  Thank you,
  
  ****** ********

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The day the work was set to be done the workers came and asked if I had a shower. I was NEVER told by the office to have fixtures beforehand. I thought our $7,000 included ALL plumbing, that wasn't the case. Come to find out the 7k rough in plumbing doesn't even include all the plumbing only the outflow. I asked the office by phone twice to send me an itemized list before I signed the payment agreement but they actually didn't send it until work was already started when I had to ask a 3rd time. After day 1, and all the miscommunication from the office, I should have told them not to come back tbh. Because now I have spent for outflow plumbing. They won't even out your floor either. So you'll have to still install inflow plumbing and pour concrete on your own. Which is fine if you're handy just make sure you know that you have to finish plumbing yourself. After talking to 13 other plumbers, I have learned it is not normal for rough in plumbing to not include inflow plumbing. I have called and emailed Discount Drains on concerns especially about verification a permit was pulled. I have been told they "have to get back to me." No plumber or contractor will touch the basement now without proof a permit was pulled which I have not received from DD. We have had 5 plumbers out now and all of them won't touch this plumbing because the job is so poor. They have all cited the drains are angled wrong, too close, wrong pvc used, crooked toilet upstairs and many other things. Not being a plumber, I knew it was bad but it's so bad no one will touch our home now to fix it. The county said there is no record that permits were pulled either.

  

  Business response

  11/15/2021

  We are reaching out to the customer in person to correct the matter. The technician that didn't return her calls has been spoken with and we are confident that it won't happen again. 

   

  Customer response

  11/15/2021

  I accept the business's response to resolve this complaint. 
  
  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. ↩