Complaints

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.

• Initial Complaint

  Date:05/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  How it started...I had a clog in my sewer line. I called **** Mechanical to ask if they can snake a sewer line. The office said yes it will be min. of $195 for appt. The tech showed up and advised me he did not have the equipment to snake my line. I had an active water leak which we had to continually bale the water. The tech reached out to their drain person who showed up to snake my drain. He Camera'd my line and showed me a crack in my pipe leading to the street. He told me I also have a crack in my pipe under my house which didnt make sense because he did not camera the line going toward the house. He explained they would need to jackhammer my laundry ************* room floors and rip up my carpet to access the pipe. Additionally, my expensive ornamental trees would be destroyed when they trench through my landscaping. I was informed it would be $20,000 (quote attached). I paid them $805 for them to snake my line. The following **************** called me and told me they dont have to do the section under the house (No one at ***** ever looked at the pipe under the house). He said he could 10 of pipe outside for $13,500. **** proceeded to call me daily even today on a Saturday morning **** called again to secure this fake job. Meanwhile I called a reputable company who came out and Camera'd my line from the trap to the street and patiently showed me there were no cracks in the pipe. To be sure there were no additional issues, they pulled my toilet and snaked my drain back to the trap. Again, no cracks. This REPUTABLE company told me they see this over and over again. **** Mechanical attempted a money grab by telling me if I do not address my damaged pipes, I will experience p*** throughout my first floor and will need to hire a restoration company if I wait on this repair. I am outraged! How it ended...$120 spent to find out I was being scammed using fear-based sales tactics! Buyer Beware!!Photo 1 of 1

  

  Business Response

  Date: 07/12/2024

  Hi, ****!
   
  We appreciate the opportunity to respond to the complaint from *********************************** regarding her experience with **** Mechanical.
  
  At **** Mechanical, we pride ourselves on operating with transparency, honesty, and a commitment to serving our community with the highest standards of integrity. Our records indicate that we did everything within our capabilities to assist *********************************** with her sewer line issue.
  
  Upon arrival, our initial technician assessed the situation and determined that specialized equipment was needed to clear the internal root blockage which caused sewage to overflow into the home.Our drain specialist then performed a camera inspection, which revealed a crack/separation with heavy root intrusion. It is important to note that the assessment and recommendations were based on our professional evaluation of the situation, utilizing the best available equipment and expertise.
  
  The quote provided for the necessary repairs reflected the extensive work required to address the identified issues. Our intention was to prevent potential significant damage and inconvenience to *********************************** by offering a comprehensive solution.
  
  We understand that *********************************** sought a second opinion, which differed from our findings. It is essential to recognize that differing opinions can occur in any field, including HVAC and plumbing services. However, we stand by the thoroughness and accuracy of our assessment.
  
  Regarding the daily follow-up calls, our objective was to ensure that *********************************** had all the information needed to make an informed decision and to offer our support during a potentially distressing situation.
  
  We regret that *********************************** feels dissatisfied with our services and her perception of our intentions. We assure you that our goal is never to employ fear-based tactics but to provide honest and professional recommendations based on our findings.
  
  **** Mechanical remains a trusted HVAC and plumbing company in our community, dedicated to providing reliable and ethical services. We hope this response clarifies our position and reaffirms our commitment to transparency and customer satisfaction.
  
  Thanks!
  
  *****************************

  Customer Answer

  Date: 07/15/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************************
  
  Good morning ****,
  RE: case ******** **** Mechanical
  
  I respectfully disagree with **** Mechanical's response. I had 3 Drain companies check my main sewer pipe and the drain from the house to the trap. Roto Rooter & Advanced Drain both confirmed that I did not have a broken sewer main nor a clog under my home. **** Mechanical told me my sewer pipe was leaking sewage underground and would very soon be backing up into my home covering my first floor is raw sewage. They told me they had to ********************* my floor and rip up my carpets along with tearing out my gardens to replace the pipe for $20,000. They spent more time discussing financing than actually investigating the cause of my clog. When I hesitated on paying $20,000, **** called me every day for a week trying to talk me into $13,500 to tear up my lawn and replace the pipe outside but not rip up my floor even though the day prior they were convinced I had a clog under my house. They never checked to see if there was a clog under my house they just "assumed" and then the following day decided I didn't have a clog under my house? BIG RED FLAG when price dropped $6,500 overnight and clog magically disappeared. The other two contractors pulled the toilet and ran a camera down the pipe to prove that there was no clog from the house to the trap outside. **** Mechanical went for a fear based, money grab. I ended up paying $120 to resolve the issue that **** Mechanical wanted $20,000! The worst part of the ordeal was the fact that their 2 technicians were laughing about an elderly woman in *********** who they had to rip up her entire first floor while she was crying. They said she had it worse than me and had to finance the very expensive "repair". When I heard them joke about this woman I decided this is not a company I want near my home, ever!
  
  Thank you for your assistance!
  Kind regards,
  ***********************************
  
  
  
  
  
  

  

  Business Response

  Date: 07/16/2024

  Dear, ****.
  
  RE: Case ******** **** Mechanical
  
  Thank you for the opportunity to respond further to ********** concerns.
  
  We appreciate ********* seeking clarification on our services and findings. Our commitment to transparency, honesty, and serving our community remains unwavering, and we stand by the actions and assessments of our technicians.
  
  When ********* contacted us regarding a clogged toilet with water on the floor, our plumber identified a blocked sewer line. Due to the severity, a second technician and larger equipment were required. Upon inspection, our plumbers found and removed roots that had infiltrated the sewer line through a separation in the existing terra cotta pipe. This was confirmed with a camera inspection, which showed the separation where the roots had entered.
  
  The options provided for replacing the sewer line were based on the root intrusion and the separation observed. The costs reflected the necessary work to address the main issue and the potential for additional problems under the concrete floor.
  
  We understand that ********* sought second opinions, which differed from our findings. It's important to note that the clog had already been cleared by the time other companies inspected the line.Roots do not appear without a source of water, indicating a leak underground,which was the cause of the initial blockage.
  
  Regarding the follow-up estimate, there *** have been some confusion. Our team performed a thorough inspection from the cleanout into the house but encountered difficulty beyond the trap due to its condition. The price adjustment was a result of breaking down the cost of inside versus outside work, not an indication of a change in our findings.
  
  We regret that ********* feels dissatisfied with our services. Our intention was to provide a comprehensive solution to prevent future issues and ensure the proper functioning of her sewer system. We maintain our commitment to professionalism and customer satisfaction and regret any miscommunication that *** have occurred.
  
  We hope this clarifies our position and actions taken during our service call. We did everything possible to address the issue transparently and thoroughly. To further provide insight on the situation, I have attached images of said service call where you can see the state of her residence upon our arrival and also the work that we performed. It is clear, we entered the residence with a clog which resulted in water which overflowed onto her floor (image titled: ******** 1). Also attached you will find an image of the actual blockage which was cleared and caused by roots; which was removed by our team (image titled: ******** 2).   
  
  If there are any further questions or concerns, we are available to discuss them.