ComplaintsforSewer & Water Specialist, Inc.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 29th, 2021, Sewer & Water Specialists Inc came to my home to perform "hydrojetting" as there was a blockage about 25 ft into my sewer line, which we presumed to be a root system. They had noted that I had damage from a previous backup to an iron sewage pipe in my basement that leads out from the house before performing the service & said that they could get me a quote on fixing that properly as it had only been sealed shut, not replaced. After they'd finished their hydrojetting, they packed up. It is then that I went into my basement to find that there was now sewer water, with a lot of solid debris, all over my basement. When I asked them to take a look, they mentioned having another job to get to & said it must have come down from the vent system while they were working because the bathroom floor kept flooding, but those vents aren't anywhere near there. One plumber suggested that maybe it was coming up from cracks in the floor, but that made no sense either with how much sediment was in the water. We established that it wasn't coming from the pipe that had previously had issues as its seal was still intact. They left regardless and made no effort to properly find the source or clean a mess they'd clearly caused. I used some water upstairs & then easily spotted the hole underneath a pipes that had been totally fine before. When I called, they said they'd send someone back & never did. I called in the morning and they were incredibly rude said I was a liar because "hydrojetting could NEVER break a pipe" & said it was probably the previously broken pipe leaking even though I have photos of the damage that wasn't there before their work. They refused to take any responsibility for the destruction. I later noticed a crack in my bathroom tile they'd caused as well which I just wish they'd told me about at least. Even if they didn't intentionally break the pipe, but they should have followed up or noticed the pipes were compromised.

  

  Business response

  01/17/2022

  Business Response /* (1000, 10, 2021/12/28) */ Good morning, We received your letter dated 12/23/21. Please see the email sent on 12/14/21 -------- Original Message -------- ************************************************************************************************************************************************************************************** Thank for for your help in resolving the complaint against our company by Ms. ********. I did attempt to go to the link sent for this compliant by the Better Business Bureau and it said it was no longer valid. Sewer and Water Specialist, Inc. takes every complaint very seriously. Every effort is placed on customer satisfaction as our past complaint record shows. Miss ******** was completely inconsolable. She called our after hours service on Sunday, November 28th but did not want to pay the overtime rate for service. A cable technician was sent to her on Monday and that tech discovered a plugged main drain backing up into her basement. He also discovered that the existing cast iron drains had cracks in it and contacted our service department manager and sent photos so that we could get her an estimate for repair. She declined the estimate and insisted that she wanted a sewer jet on the advise of another company. That tech was unable to do anything satisfactory for her. She insisted on the jet. She was not charged for his time. A jet was dispatched to her and jetted and cleared the drain. She began to berate the jet staff and demanded we replace her pipes. She called the office and made this demand and was told we would be happy to send her an estimate which she declined. We then decided not to do anymore work for her and did not charge her at all. I stand behind that decision for it was obvious there was nothing we could do to make her happy. We are sorry for her experience not only for her but for our technicians and office personnel as well. We wish her luck in dealing with her pipes.

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