ComplaintsforDrain GO Plumbing

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 30 2023, DrainGo was sent by American Home Shield to replace a hot water heater. DrainGo charged me $325.00 for water line modification. They hooked 2 copper pipes up to the new water heater. I discovered that 1 of the pipes is leaking and has been for a while because theres rust on top of the new water heater. They wont come out and fix it without charging me. Obviously this is either a faulty pipe or faulty workmanship. All I want is for DrainGo to repair the problem without charging me

  Business response

  02/01/2024

  I sent a tech out to there wed. This should be resolved. THanks 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May this company was sent to my home to repair a plumbing leakage in my bathroom. The workers came out and actually y cut out a section of my wall to detect the problem. They entered documentation that the problem was solved. It was not. After a second visit, they again submitted documentation that the problem was solved, and still did not repair the cut they made in my wall. Here it is I have the same problem, after having to pay to have my ceiling repaired and repainted after them saying repairs were made. Again I will have to have the water damage to my ceiling repaired and repainted.

  Business response

  08/09/2023

  You have a home warranty american home shield they pay to have the drywall cut repaired. If you are still having a leak you can call them & get them to send a claim for us to come back out but the plumber doesnt fix the drywall they send a company. Thanks 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Draingo left a ditch that they dug open in the middle of our front yard. When asked to finish the job they said that landscaping wasnt included. This is a safety issue.

  Business response

  07/27/2023

  An estimate was sent to this customer on 6-15-23 quoting the price of the job and that this estimate does not include the landscaping of the property. We do not tamp over the top of a newer installed sewer because is jeopardizes the integrity of the install. The earth must naturally settle around the pipe to insure the pipes will remain at the proper grade for correct drainage. This is why the estimate explains we responsible. The customer contacted my technician and requested we return to complete the job. The job is complete as to what they were quoted. Customer was told that we could return for $300 to level the yard, which covers the companies fuel and equipment cost. The customer refused. On 7-26-23 *********************** called my office and requested to speak to me. I called **************** in attempt to reach a resolution to his complaint and he immediately began to cuss and threaten me, physically and legally. He hung up on me. He called me back a few minutes with further threats, before hanging up on me again.  

  If **************** would like to call back to our office or reach out to me again( he obviously has my number) , I would love to speak reasonably with him to reach a solution to his issues. However, I will not respond to threats or aggression, when we completed the task we were contracted to complete entirely. 

  I have attached the estimate sent on 6-15-23, as well as the final invoice on 6-22-23. 

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Drain Go was secured by my warranty company (AHS) and sent out 2 people over the course of 2 days to assess a broken water line. The assessment was wrong and this information was sent to my warranty company resulting in their denial of any payment. The assessment reported that the leak was coming from "outside of the foundation." This is untrue. The leak was contained within the home, is accessible within the home, and was located between the bottom floorboard and foundation of the home (crawlspace). Outside of the foundation is sewage lines etc and not the cause of the issue. There were no pictures taken or showed to me or the warranty company. And the result was to replace the ENTIRE system ($4725.00) rather that the ONE water line.

  Business response

  07/05/2023

  Since the homeowner feels the issue was misdiagnosed by Draingo, we will be issuing a refund check for the cost of the service from the home warranty. We are sorry for any inconvenience.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a warranty on a hot water heater that paid for parts and labor but the company said they made modifications which charged me $225 ok out of pocket charges. I took before and after photos and the only modification was they took off my pipe installation that they did not replace and about a foot of pipe and fittings.

  Business response

  12/15/2022

  The warranty does not pay to make connection on rigid pipes. If the lines going to water heater were where they could be removed & screwed right back into place then the warranty would cover this. But this is not the case it has to be cut & replaced with new pipe, couplings & connections. Thanks 

  Customer response

  12/15/2022

   
  Complaint: 18575635
  
  I am rejecting this response because:
  The pipes were not replaced. Only 1 pipe had a 1ft section replaced and the other was cut close to the connection point. Therefore they charged me $225 for 1ft of copper lines. See attached pictures. 

  Sincerely,
  
  ***************************

  I apologize, I selected them but here they are, the before and after.
  
   Sent from my iPhone

  Customer response

  01/03/2023

   
  Date Sent: 12/15/2022 1:07:19 PM
  

   
  Complaint: 18575635
  
  I am rejecting this response because:
  The pipes were not replaced. Only 1 pipe had a 1ft section replaced and the other was cut close to the connection point. Therefore they charged me $225 for 1ft of copper lines. See attached pictures. 

  Sincerely,
  
  ***************************

  I apologize, I selected them but here they are, the before and after.
  
   Sent from my iPhone

  Business response

  01/03/2023

  If the warranty doesnt cover it you are paying for labor & material. So there will be no refund. Thanks 

  Customer response

  01/03/2023

   
  Complaint: 18575635
  
  I am rejecting this response because: this company is falsely charging for parts that were not installed. They are frauds and unethical. Never would I have thought a business would treat their customers this way.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We originally had an 80 gal. hot water heater that was leaking around the threads where the pop off valve screwed into the side of the tank. We filed a claim with First American Home Warranty on May 4. Drain Go was the contractor sent by the warranty company to inspect. The tech came and told us that it would need to be replaced. From May until Nov we had been going back and forth to get it replaced. We were given excuses that they could not get an 80 gal., its not made anymore, they don't have it available, its the suppliers fault, only available in 3phase not single phase, etc. Finally on Nov 3, 2022 we were called by Drain Go and told specifically that they cannot get an 80 gal. but could install a 50 gal. with a mixing valve and A BOOSTER. They came to install the new *** on Nov. 7 they broke our door frame by installing the 50 gal. They had just stuck the Romex into the knockout with no connector and wire free hanging STILL WIRED TO A 50 AMP BREAKER WHEN *** PROTECTED CIRCUIT CAPACITY IS 30 AMPS ON NEW ***. THERE WAS ONLY A MIXING VALVE AND NO BOOSTER. This is FIRE HAZARD. We called Drain Go on Nov. 8 to report issue with their work. On Nov. 9 they installed a Romex connector around the actual wires and their insulation, not the outer sheath insulation. This caused our lights to flicker and our breaker to trip. We now had NO working ***. They could not fix the electrical issue. FAHW was then called and told us an electrician had to come thru the warranty with availability Nov 15. So we had to fix out of our pocket if we wanted hot water between Nov ****. We had ****** Electric run a new feed to *** and NEW 30 amp breaker to have hot water on Nov 9. Since Drain Go installation on Nov 8, we do not have the supply of hot water we had before the work was preformed. We cannot shower in our master bath upstairs. We contacted FAHW and started a recall process. Drain Go inspected Nov 16 said everything was fine. We do not have equivalent 80 gal *** or hot water supply.

  Business response

  11/17/2022

  Unfortunately we work for the warranty & they arder the water heater. We went three times to pick it up & they ordered the wrong thing. They finally said the 80 is now commercial & got the 50 with mixing valve ordered. I hate that you had to wait so long but I work for them & cant just go out & buy one. We have been back out & corrected the issues with the door & wires on top. See pictures. There was a little scratch on the frame but there was no way to get the 80 out of there that would not have caused damage. Thanks 

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Worked with Draingo to run all new plumbing (8k)and drains (8.5k) in our home and was told they were not finished and they would be back to hook up all our fixtures later they wouldn't install them. was told unless they did it all at once on the plumbers timeline they wouldn't install them. Meanwhile we had no working plumbing in the house for months. When we asked to at least hookup the toilet we were told no and that they charge $450 a fixture to install when they had told us it was included. No contract of course. So we hired 2 other plumbers to hook up the fixtures, took a day. They both attest that all the drains that were installed were in the wrong locations such as toilet drain 2 ft from the wall etc.. vanity drains at the wrong height. shower drains in the wrong locations, the showers and dishwasher did not have lines run to them, needed to buy all new stuff to get them installed. We spent over 4k to have it all corrected and when trying to contact the plumber he told me to stop calling him and call the office and I called the office to speak to the owner and he doesn't return my calls. Furthermore, they did not replace all the plumbing, the old degraded plumbing was still connected into their new stuff and of course the pipe broke as it was 25 years old and we were without water for 4 days. We were way overcharged and the quality of the work was poor and we were lied to with no clear contact, I will never do business with Draingo again. They should pay for all the costs we had to incur that they said were covered.

  Business response

  09/21/2022

  We installed the plumbing in this home, as per direction from the homeowner as to where fixtures would be located. The plumbing was installed to plumbing code. We did inform the homeowner that we would return to set fixtures when ALL fixtures were ready to be set. We cannot go out and install a few fixtures at a time. I personally visited this job. everything thing was installed properly that I observed. We did not get a phone call, prior to the 2nd company, allegedly removing and reinstalling the plumbing we has installed. Had I been given the opportunity been available to me, I could have inspected and made any correction necessary. I was not given this opportunity and will not be issuing a refund. I held a check for this customer after work completed for well over a month in an attempt to help him. Draingo Plumbing have trained professionals and we have our work inspected by unbiased inspectors when available, to prevent this type of thing from occurring. Unfortunately, this is not an option in the area the work was performed. We stand behind out work and always have. NO ONE at my company was notified prior to customer paid someone else. 

  Customer response

  09/21/2022

   
  Complaint: 17808817
  
  I am rejecting this response because:

  I have ample proof of communications attempting to contact them and resolve the issue before I had to hire someone else that would actually do the work the were hired to do. The plumbing was incorrectly installed and 2 licensed plumbers are willing to attest to that. It cost over $4,000 to fix the mistakes, as for them bot wanting to install the fixtures unless it was an easy job they could do in an hr that's absolutely ridiculous, we had to live without working plumbing for over 2 months because of that and we still to this day do not have the whirlpool tub yet. Thank God we atleast have toilets and showers and a sink hooked up though. Furthermore I also have text communication from their main plumber saying they would not install any fixtures as per the agreement unless they charged us even more.. also the amount we were charged for the work is roughly 3 times what it normally costs and we did not know that. As for the quality of the new plumbing, well it's not all new they didn't do all new plumbing and drains like they said they had, we had a pipe blow and lost all water for several days because it is still attached to the old plumbing. 

   

  we want to be refunded for all the money we had to spend to fix their unprofessional, overpriced work and will not be a victem of their scams. Apparently everybody that lives in this town knows not to do business with them but unfortunately we didnt so it cost us a lot. 
  
  Sincerely,
  
  *************************

  Business response

  10/18/2022

  The drains and service lines were installed to code as per the homeowner providing information to where fixtures were to be located, without a drawing. Drains and service lines do need to be modified sometimes  after initial installation, even if drawings are provided. Draingo warranties all work performed and the work was completed properly to accommodate all fixtures per information provided by homeowner. Draingo was contacted after said existing work was torn out and repaired by another company and not before. Therefore, no warranty was attempted to be used. As to the complaint about not setting partial fixtures... We do not complete setting final fixtures, unless all are able to be set. The main purpose for this is not only a time restraint, because of several visits vs one, but we can not fully test the entire home. If all fixtures are not set and some are being used, a stoppage of any sort could cause a flood of the home, which could damage property. We will not and do not partially final homes. The estimate to replace all drains was given and approved for $9200. Homeowner paid $8400. The additional cost for setting fixtures was the remaining balance of the $9200, which was never performed. We would have set the remaining $800 owed. If any modifications were required, this work would have been performed at no additional cost to homeowner. 

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It's unfortunate that companies like this have management that clearly does not care about their customers, I'm not sure if it's a racial thing or they are just doing bad business. I calmly called this company on 5/26/22 and asked the receptionist if they pull permits from the County *********************** and she said sometimes, and I asked why wasn't one pulled for my install...unfortunately she did not have an answer, but said it would be $100.00, and she stalled and said she would call me back. For over an hour I did not hear from Draingo, so I call them back again, and to my surprise, they submitted a permit without asking me to pay for it...so that is admitting they were wrong.So called back to speak with a Supervisor and **** came on the phone, and unfortunately she was not at all concerned that her Tech could've done something wrong to the gas line or anything and put me and my daughter's life in jeopardy...while speaking with her I said no one apologized...for this mistake and she said I did not asked for one...**** proceeded to blame me and I just decided to end the call, because she was becoming agitated and unconcerned even more.I'm still trying to find out, why is it my fault a permit was requested. I shared with her that I am a first-time homeowner and I called the Owner of Draingo before the install and asked him if it was anything I needed to know and I was a first time homeowner and he never mentioned anything about a permit...NEVER.I paid them for a job that was not complete and therefore I am asking for a refund of my $850.00 payment and an apology.I called them in good faith as I am a single mother with an 8yr old and I trusted them to come into my home to perform a job that required Code Enforcement to ensure was done properly. Lastly, she was not concerned at all that I was filing a BBB complaint, she offered the correct address to file it against.

  Business response

  05/31/2022

  I do apologize for any inconvenience but a permit has been pulled & this water heater will be inspected & up to code. We will not be issuing a refund for the work we did. The work was completed & code will inspect. Again I apologize for the miscommunication.

  Customer response

  06/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Draingo BBB Rebuttal
  You have a very important business that relates to a customer's health, safety and wellbeing. You also have licensed contractors that vow to uphold the legalities and safety measures of every job they perform. However, in your case your licensed plumber failed to maintain a safe place for my family. The violations were detrimental to our health. Furthermore, you never would've pulled a permit if I never called your office. 21 days passed and not once did Code Enforcement come to my home.
  
  Before installation May 4th I called Drain GO to speak with a Manager and they put **** on the phone. I emphatically asked him what the procedures are for installing a water heater, please give me the details, unfortunately he NEVER mentioned a permit. I shared with him I did not know about this process and to please be honest. I have a home warranty via FAHW and some companies, just don't' bother with these warranty companies, or they do bother with them, and give horrible service. For some reason Draingo just don't care for these type of jobs, or it could be my neighborhood, I just don't know why DrainGO would have multiple violations after installing a water heater in my home and then failed to pull a permit
  After 21 days and a permit was pulled...May 31st Code Enforcement arrived and noticed immediately violations that were not up to code.
  Start collar needs three screws
  Vent piping was cut and need to be replaced
  Draft hood is not connected to the water heater
  May 31st ******* called from Draingo to tell me the plumber is coming back out to s**** in those 3 screws. I told her it was more violations than 3 screws and she became very aggressive or aggitated, and I told her I know what the violations are and the conversation was just bad to begin with.
  At this point I told her I would call her back when I got home.
  While I was at work, I made some phone calls, one was to my fellow plumbing company, that I use outside of my warranty. I shared with him my experience with Draingo, and he was appalled. He knows the owner and he can't imagine they left this type of work undone. The violations are harmful if they were not done properly to my household, and I've been in my home for an additional 26 days without proper repair.
  He suggested I contact the ** State licensing board and the MS ******** General. It's my only recourse for this type of behavior. Draingo has people working for them that are rude and unconscious of how to be respectful to their customers, I spoke with ****, who was also shroud and uncaring, she NEVER apologize once when I first spoke to her and it's devastating that there are people in this world caring on like this.
  We are dealing with inflation, high cost of gas, people are dying at the hands of mental illness, and I'm unemployed paying for a service and still get bad service. I had to file a police report because when people like me are being mistreated and file these type of complaints, there's a chance they might try to hurt you, all because I am being truthful.
  Lastly, I might live in a low income zip code, but it's a historical community and I purchased my first home here, and my career background is an Analyst for a pharmaceutical company, I know my rights and if you did not perform the job right the first time, then I deserve a refund, for dealing with such foolishness.
  

  Customer response

  06/02/2022

  ***Document Attached***
  Why not just do the right thing and pull a permit, why do you think your tech is so perfect that he does not need a permit to check his work the images is proof that it is more than 3 screws, and when I told your receptionist it was me on the phone she went from you're not in the office to she's out for a week, why can't you just have a good business and do good business
  See Attachment/File: IMG_5653

  Business response

  06/08/2022

  Code enforcement meet us at the ***************** is now up to code. We have apologized verbally & in this thread. We are not perfect but try our best. We will not be issuing a refund because the repairs have been made & everything is up to code.

  Customer response

  06/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Unfortunately, I do not accept your apology, because it's not sincere. You could've met me 1/2 way offered half of my money back due to the negligence of your company and wasting my time from taking off work and just the aggravation. I lost a lot of money staying home 6 times, due to your lack of respect to me as a customer.
  
  However, the violations could've been done correctly the first time, so I will proceed with my complaint to the ms ******** general and state contractors board

• Initial Complaint

  03/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid for 3 home warranty service requests through American Home Shield. $75.00 each time a technician is sent out. First technician (Greenway Homeserv) did not fix problem, but charged $700.00 out of pocket expense for me to pay because they had to dig. This turned out to be unnecessary work and charged me $700.00. Second technician (Draingo), all they did was snake the drain and said it's fixed but that didn't fix problem. Third technician (Draingo) put a scope down pipe and found a rock in pipe. Because the rock is considered a foreign object, its not covered under my warranty, but technician moved forward without notifying me of what was to happen next (i.e. A BROKEN PIPE AND A MAJOR OUT OF POCKET EXPENSE THAT COULD HAVE BEEN AVOIDED). Technician broke the pipe in order to get the rock out. However, he said he's not fixing the pipe HE BROKE because foreign objects aren't covered under my home warranty. But HE caused a problem that'll cost $1,150.00 to fix. He did not inform me of what was in the pipe beforehand. He did not tell me how he would remove the rock. he did not tell me that he would not fix the pipe after breaking it. He did not tell me how much it would cost to fix the pipe after breaking it. If he'd given me the information before breaking the pipe, I would have never allowed it. At least not that day. I would've waited until I had the money to get it all done at once or I would've gotten a second opinion to see if there was an alternative way to get the rock out instead of breaking the pipe. I just want my pipe fixed. At this point, I have a retired *************** plumber who can fix the pipe for almost half the price of what Draingo invoiced me. My desired resolution would be for Draingo to pay my plumber the $650.00 needed to fix the pipe. If not, I'd need Draingo to come fix the pipe their technician broke.

  Customer response

  03/10/2022

  Ypdated Desired Resolution: I no longer wish for Draingo to fix my pipe using their own technician. My plumber is fixing the pipe. I need Draingo to reimburse me the $650.00 for having the pipe fixed myself. That is my desired resolution.

  Business response

  04/12/2022

  This homeowner has a home warranty. DrainGo does not decide what is covered and what is not. A diagnosis is made and the findings reported to the home warranty, who makes a decision whether repairs are covered or not. I'm this particular situation, the homeowner had foreign objects in the drain from a previous remodel of the home. The diagnosis was sent to the home warranty, who refused to pay for the repairs. A very fair price was given to the homeowner to make the needed repairs.

  Customer response

  04/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Draingo is skipping over very important information to fit whatever narrative they're trying to convey. The bottom line is simple. Their tech performed work he shouldn't have.
  
  1. Tech came and put scope down drain and found, what we all (my warranty company, draingo and Il all understand and agree to be a foreign object inside the pipe.
  
  2. At this point, the tech SHOULD HAVE stopped working and notified me that there's a foreign object in the pipe and according to my home warranty, HE IS NOT ALLOWED TO RETRIEVE FOREIGN OBJECTS.
  
  3. The draingo tech retrieved it anyway.
  
  4. It wasn't until AFTER he retrieved the FOREIGN OBJECT that he told me I'd have to pay out of pocket to fix a problem that HE CREATED and he simply WASN'T SUPPOSED TO DO IN THE FIRST PLACE.
  
  If the drqingo tech had communicated the out of pocket expense that he was forcing me to pay beforehand, this wouldn't have been an issue because I would have stopped him from breaking my pipe open. If he would have communicated with me that my warranty wouldn't cover the cost of him retrieving the foreign object I would have stopped him for moving forward. The tech did what he did without taking into consideration the financial burden he put on me, my family and my household. And draingo IS responsible for their tech and their tech's error. So I'm asking that draingo rectify their error.

  Business response

  04/25/2022

  This is a warranty call that the warranty denied. This was going to have to be paid to be repaired whether it was paid to draingo or another company. We will not be reimbursing this. We did not collect a dime from this homeowner. I am willing to reimburse the service fee she paid to the warranty but do not accept any fault in this. The warranty is who she should be taking this up with if she wanted them to pay for it. If they tell me it isnt covered I am not allowed to repair it.

  Customer response

  04/26/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand draingo is not allowed to repair the pipe under the warranty. But what they refuse to understand and admit is that they also weren't allowed to retrieve/break the pipe in the first place. The pipe wouldn't have needed to be fixed (right then) if it was broken by the draingo tech (right then). Yhe ONLY reason draingo is responsible (according to my home warranty conpany), is because they went AHEAD and RETRIEVED the rock and theyvwerent supposed to. I'm talking about the BREAKING OF THE ***** The warranty does not cover the RETRIEVAL/BREAKING THE ***** It's the RETRIEVAl. The tech's RETRIEVAL was not warranted, allowed, approved by the home warranty or the home owner. It's the breaking of the pipe and the RETRIEVAL. Of course draingo didnt get paid for this. I'm very sure they didn't. Because it's a RETRIEVAL. THE RETRIEVAL. I don't know how else to explain this. They broke it(and wasn't supposed to). They fix it. That's extremely simple and should be common sense. I know it's common practice for companies to fix their mistake. That's why they don't want to admit fault. But there's a reason draingo wasn't paid. It's because you made a mistake. I'm just asking for a COMMON SENSE response to your mistake.
  
  BBB NOTE TO BUSINESS:
  
  Please address the following:
  
  Why did Drain Go Plumbing try to fix the pipe?
  Please address allegation the consumer makes in which she alleges Drain Go Plumbing broke the pipe.

*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. ↩