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Business Profile

Plumber

The Drain Team
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for The Drain Team's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

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    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    • Initial Complaint

      Date:06/19/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 6, 2025, I had The Drain Team come over to clear a kitchen sink drain. An initial attempt to snake the drain appeared to have failed. The plumber then went on roof and used a camera on the vents. That wasn't the problem. He then cut the Vent pipe off under the sink to see if that was the problem. It wasn't. Then he ran a camera in my pipe and used a second device with GPS sound to locate the leak in the wall. He used a cutoff tool to open my wall leaving a gaping hole that needs drywall repair and paint. I stopped him and asked him what he was doing, He told me he found the leak and was going to cut that section of PVC pipe out for $650. I said no. He then made a call to his boss and the price lowered to $500. I said no, stop, and asked him how much I owed? He said I owed nothing because he didn't clear it. I immediately told him, you're done, I don't want you to do it. I'll do it myself. He said, let me try one more thing. He snaked it a second time and it was cleared out immediately. On the way out my chair was stained by the plumber's equipment. I suffered damages in the amount of $600 for drywall repair and paint. and an additional $69 for furniture cleaning. This was all for a pipe that never needed to be replaced. I have photographs of the damage.

      Business Response

      Date: 06/24/2025

      Dear Mr. **************** name is ****, and I am the executive director of The Drain Team. I'm truly sorry that our technician did not handle this situation properly or meet our expectations on this project. I have been with this company for 20 years and I take quality service very seriously. During our site visit, the technician called me stating that he was having difficulty clearing your drain line and that he thought he needed to cut open the wall for access. I disagreed with the technician and advised him to snake it again with different equipment. He was able to clear the drain line and proceeded to pack up his equipment and close out the work order with our office. Please accept my apology, I should have contacted you directly after the technician left to ensure that you were satisfied and prevented further escalation. We require our staff to provide excellent service and quality craftsmanship, but it is clear to me that we failed to meet that expectation. There will be no charge for the service, and the check you gave us for $300.00 will be shredded. In addition, we will send you a $369.00 refund for damages. If given the opportunity to re-earn your business in the future, I will personally ensure that you receive the highest quality service possible. 

       

       

      Customer Answer

      Date: 06/24/2025

       
      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,

      ****** Allowe

    The Drain Team is BBB Accredited.

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