ComplaintsforClog Master, LLC

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company attempted to claim an extra 8k from my insurance company. They then tried to come after me for my entire claim payout stating it was owed to them. They had the invoice the entire time to review the discrepancies my insurance company and myself pointed out. They attempted to commit insurance fraud.

  Business response

  03/05/2024

  We are working directly with the complainant to rectify the misunderstandings. This claim should be closed out.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/11/2024 Clog Master LLC, work to be done: replace Drum Trap and waste & overflow. This includes cutting sheetrock to have proper access. I disagreed that the company should not be responsible for repairing sheetrock. This has been an issue for the past 8 or 9 months. I have controlled the situation using products like *****, which keeps things under control temporarily. On 1/11/2024, a serviceman from the clog master(who had claimed he had 25 years' experience) came to my home at approximately 6 pm. to ascertain what needed to be done. While taking the mechanism that controls the drain, he could not unscrew it, so he forced the mechanism off. In turn, it broke inside the pipe area, adding to the problem with the drain; before this happened, water was able to drain slowly, but now it cannot drain at all. My first quote when he left my house was $750.00; the company would send the day plumber to work on the job. The new estimate was a $2100 discount to $1800, of which I gave the company $1000. The day the plumber arrived at my home at about 9:30 am, I had left the back door unlocked for him to get the work done; I received a call about an hour later telling me that after he put holes in my ceiling, holes in my bathroom holes in one of the closets he cannot do the job. Old plumbing is unfamiliar, and he can't do the job because he will have his boss contact me. It was at 10:30 am, and I did not hear from anyone from Clog Master. I called the company at about 315pm to determine how the situation would be rectified, and I talked to the office person. She indicated that she had not heard from the person who worked at my house, but she had no information. Around 345pm, a representative from the company called me; he was from another division of the company, restoration. I was at work and could not talk to him about his proposal. As of 1/12/2024, there are very frustrating holes in the kitchen ceiling, bathroom floor, and closet wall hole. 1/15/24 I called Clog Master at 9 am, and I was told that my deposit had been credited to my account and someone at Clog Master would be in touch with me. As of 2 pm on 1/15/24, I am still waiting to hear from someone. Paul from Clog Master was supposed to call me back, according to the person who answered the phone, but there was no call back from Paul(This is the person who contacted me about possible restoration). There is starting to be an unfamiliar smell in the bathroom area; I have COPD, and I am not sure if it is affecting my breathing at night. I left a message for a call back on 1/16/24, but there was no response from Clog Master. At this point, I am left with extensive damage to my home, an issue with the plumbing area that has not been resolved, a possible health issue due to a backed-up drain pipe, and no response from a contractor who was to complete the work required. ******* ***** 7 Martin Terr. Enfield CT. 06082 860 – 543-4127 I have contacted this office several years ago. 1/17, Paul from clog master was supposed to get back to me after a brief conversation on 1/15, but I have not heard back from him; my deposit was supposed to be sent back to me, but it has not been debited to my account as of 1/17; I was told it was sent out 1/15. The bathtub area is starting to have an order, probably from the drain being backed up; it is very unpleasant. I will try another plumber to resolve the issue. Contacted *** *** scheduled for Saturday 1/20/24, HVAC contractor Farmington ct. At this point, I don’t believe that Clog Masster has any true intentions of helping me solve this issue. I feel I have been disrespected as an individual and as a customer. I want to file a formal complaint against Clog Master. ******* ***** ###-###-#### ****************** * ****** ***** ******* *** ***** 1/19/24

  Business response

  02/20/2024

  Mr. ***** reached out to the Department of Consumer Protection. His allegation that he did not receive his money back is false, we have submitted everything to him along with a refund for services that he refused.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contacted Clog Masters Plumbing because there was a series of flash floods in my area and my finished basement flooded around July 7th. The company out to provide water restoration. The carpet was pulled up and the basement was dried. I have no issues with that part. Before the company came out the general manager Eric L**** called and and told me to e-sign documents in order for his people to come out and pull the carpet up. I have two small children so I didn't want mold to build. What Mr. L**** failed to mention is the document that I signed forced me to all Clog Masters to complete the rebuild of my basement. I had to constantly hound the company to get an estimate of their rebuild. I was never consulted on what I wanted. For example, the company wants to tear into my ceilings and walls when the flood came from a side well window that does not have a cover to prevent water from entering. I've tried to reach out to the company to understand why certain decisions have been made without consultating me. Now I'm told I will owe 10% of the $11k estimated project if I don't choose to use their services. All I want is for my walls to be repaired, flooring redone, baseboards and door to be properly replaced. I believe the company over charged me and falsely locked me into a contract. When I try to reach out to the company I'm told I need to wait and relax but pay the 50% deposit on their suggested work.

  Business response

  08/23/2023

  Just to be clear this is Eric L**** responding. Mr. **** contacted us July 8, 2023 at or around 4:51pm. Mr. **** stated he had a flooded basement. I sent him the authorization to perform the work through ********. After he contacted his insurance company to start the insurance claim Mr. **** then filled out the paperwork with the insurance information needed for billing the insurance for the work performed and Mr. **** was told that I (Eric L****) will get him the proper financials from his insurance company to do mitigation work (demolition, cleaning and drying) and for the rebuild to put everything back together that needed to be taken apart.  We performed emergency mitigation; drying time was 5 days to dry the structure after mitigation. On July 15, 2023, I submitted Mitigation estimate, drying logs, rebuild estimate etc. to the insurance company. On August 1, 2023, at or around 7:31am **** ******** (Mr. ****s' insurance adjuster) telling me he received the documents for this claim and would be sending them to a third-party reviewer.  On August 2, 2023, at 9:47am a third-party reviewer (******* *****) from ********* for the insurance company emailed me and said, "I have found your estimate/price to be fair and will be returning the file to the adjuster for payment". We received the mitigation payment on 8/15/2023. To date we have not received anything for the rebuild. We require a 50% deposit on the rebuild in order-to-order materials. No one works for free, and we never hound homeowner for payment. We wait until they receive the insurance check and then make deposits. If it is financially feasible Mr. **** is more than welcome to pay out of his own pocket for the deposit and wait for the insurance to reimburse him. As far as the ******** contract nothing is hidden, and important items are highlighted to make them extremely visible and to stand out to a homeowner. The 10% fee of total estimate is to cover administrative costs for writing rebuild estimate and negotiating with insurance on homeowner's behalf if they choose not to use us on the rebuild because homeowners will use our estimates to get paid a high amount from insurance companies and then get a cheap handy man to do repairs or do them themselves and pocket money. As far as the scope of work there is no ceiling repairs within the estimate. It is only wall repairs, carpet and painting. So that statement is completely inaccurate. Once Mr. Makes a deposit of 50% repairs can start or he is liable for the 10% fee of the total claim. Hope this clears up all questions and concerns and satisfies removing this complaint with the better business bureau. We cannot make the insurance company pay any faster than they want to. 

  Customer response

  08/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  My complaint has nothing to do with the payment from the insurance company. On July 8th when I personally spoke with Eric he never mentioned anything about the rebuild. Eric only spoke about the mitigation, which Clog Masters received payment from. My confusion is about the details of the bill. I have made countless efforts to contact Eric regarding the estimate bill that I'm responsible for paying $11k for. Only after numerous calls and emails Eric submitted the bill, but there has been no effort to explanation of the future work done. From my understanding Eric has never stepped foot in my house so before I agree to pay for a bill I should understand exactly what is being done. Also there has been no explanation of how the basement flooded in the first place. I believe the $11K price is very expensive and Clog Masters made efforts to increase the bill for their own personal profits. There has been no effort to cut down on costs
  Sincerely,
  
  ******* ****

• Initial Complaint

  07/25/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Hello - Clog Master is unfair and a rip off!!! Once we began asking questions regarding their findings the owner hung up on me and said she doesn’t want to move forward. They charged us 10 percent of their rebuild fee for a contract they voided and their cost for mitigation instead of negotiating with our insurance company. My email to them: What does this mean, "...If Contract is voided for any reason owner will be responsible to pay for completed work plus 10% of overall estimate for a negotiation fee payable to Clog Master?" (page 2 of your contract). We know that there is a discrepancy between your Mitigation Fee vs ********* of $1718.59, based on your verbiage in your contract regarding the "overall estimate for a Mitigation Fee." Can we negotiate or meet in the middle considering that the difference is quite a bit for the Mitigation? Regarding the rebuild there is another huge price discrepancy. Because the 10% is based on your rebuild number of $16,196.59 rather than the insurance number of $10,939.84, again I have to ask is there room for negotiation based on the statement in your contract as noted above regarding negotiation fee? We'd like to get on the same page ASAP so that we can submit payment to you for the work that has already been done and the voided contract. Lastly, I know that you will be bringing back our personal rugs that were on the basement carpet, along with the tile sample that was being considered for the rebuild portion of the bathroom floor. Please let us know how we move forward based on the above questions so that we may release payment. Thank you, Bobby & Neetra Walker We paid them a total of $8997.72: 07/03/2023 Mitigation Services Breach of Contract $7,378.06 $1,619.66 PRODUCT / SERVICE DESCRIPTION QTY. UNIT TOTAL PRICE Estimates from my insurance: ACV RCV $0.00 $0.00 $5,823.06 $5,823.06 $0.00 $0.00 $12,915.64 $14,444.5 We paid them over $1500.00 more than received for mitigation and also 10 percent. We want a refund

• Initial Complaint

  07/18/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On 7/10/2023 around 8am I called Clog Masters. I was experiencing flooding in my basement. I spoke to their sales representative,Erik, who I thought was going to help me with my incident. I spoke to Erik a few times before his crew arrived around 12:40pm. I had several question as I have never been through this experience before. I stated to Erik that I needed a full service, clean up and the hole fixed to prevent future water from entering. He insured me that this was not just water clean up but they would have a solution for the entry of water. Upon the arrival of the crew at 1240pm, I had myself removed all the water from my basement with a shop vacuum and removed all the flooring that had been contaminated. The crew ripped down half of my wall and bagged the sheet rock and insulation to be thrown out. As described by Erik, the water entering my house is contaminated with bacteria and all surfaces that the water touched would be cleaned with their chemicals. After tearing the wall down and finding a hole at the base of the house, I was informed they were not going to fix the problem on 7/10 and only a 3 foot area on one of my support beams along my wall was sprayed with the microbial solution with a spray bottle. I then called Erik and explained that the $5,000 they quoted me at was not appropriate for the amount of work completed. He took off $1,100 since they were no longer leaving their dehumidifiers. I explained to Erik that if the water was contaminated then why was only a 3 foot area cleaned and asked why the entire cement floor wasn't being cleaned since it is porous and holds bacteria. He informed me if I wanted the hole fixed it would be another quote to do so. 2 hours after they left it continued to rain and I was left with a soaking wet basement and a $4,147.65 bill. I would like the bill to be adjusted to the appropriate amount for the work completed by the companies employees.

  Customer response

  08/10/2023

  When will I hear back? 

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