Complaints

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• Initial Complaint

  Date:01/29/2024

  Type:Product 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.

  This business was called to unclog a kitchen sink. They charged me 100 dollars but didnt unclog the sink. They wrote that they needed a bigger snake to unclear drain and they thought tree roots were the problem (which we as homeowners disagreed with). Because of their assessment (which was incorrect) my home warranty company wouldnt pay for them to do further work to ****** the sink and this company was going to charge me 650 to hydro jet with camera through drain. I called another ******* and they had the correct size snake and cleared the drain in 35 minutes. They also did hydro jet and are sending someone with camera even after drain is now clear and gave 1 yr warranty on the work for 450. This Top Notch Plumbing did not have the right equipment and should not have charged me since with the right equipment the drain would have been cleared and my warranty co would have paid. I want refund and for them to pay what I had to pay a second ******* to clear the drain: 100 I paid top notch and 450 I paid the second ******* (roto rooter) to snake the drain which cleared it.

  Business Response

  Date: 01/30/2024

  Dear Mrs. *********** am surprised to see your complaint here since you have not reached out to our office at all. We strive to provide exceptional customer service and address every customers concern that may arise. There are different things we could have offered if you have contacted us. The lease of which would have been sending another technician to diagnose/ work on the stoppage so you have a second opinion.
  In respond to your complaint, we were sent to your home by your home warranty company on Jan 8th, 2024. Per your home warrantys contract, you have a service call fee of $100 due prior to any work being done.Every time you open a new claim with them you are required to pay that service call fee which is not a payment for any work. Please refer to you contract details for more information. These are the directions provided to us by your warranty company which is our direct client in this case and therefore we must go by what they tell us.
  While at you home the technician diagnosed that you have a stoppage in your kitchen sink. Per standard procedures, when working with warranty companies, he sent them the report and advised the snaking of the drain is needed to be cleared. Immediately after receiving the approval from the warranty to snake the drain, he started working. At approximately 20 feet his cable got stuck and would not go any further. The technician submitted additional notes to your warranty. He explained the situation and requested approval for hydro jet and camera inspection. Not always a drain can be cleared with a cable snake. Kitchen stoppages often required hydro jet to clear it due to build up grease and other dirt accumulated though out time. Since we are not sure what is blocking the drain, the camera inspection would have helped to clarity what is causing the blockage and how to prevent future reoccurrences. Unfortunately,they have denied any further work.
   Your accusation of technician using the wrong equipment is inaccurate as we are fully equipped to work on any type of stoppage. Stoppages are a huge precent of our daily work. Even you are stating that the Roto Rooter did clear the drain by using hydro jet for which no one, you or your warranty, agreed to pay us, therefore was not used.
   In regards to your accusations that if the report was submitted differently the warranty would have paid, I would suggest you reviewing you contract as in general, most of the warranty companies do not approve any other snaking than what have already been done. In addition to this, we have reported what the issue is and what needs to be done.We have not added any other information as it is not available prior to running a camera inspection and finding the exact cause of the blockage. Please understand that things are a bit different when going through your warranty and when hiring someone directly.  
  In cases like this, the customer chooses how to proceed and who to hire for the further required work. Our company does offer to apply the collected service call fee towards the repairs if hired. We also offer warranty on our work. When it comes to pricing there are different companies that provide services at various rates, just as it is in any field. That is why you have the choice to pick who to hire. Yet, you did not reach out to us at all to see what we can offer you.
  As per your $100 service call fee, it is not a fee for service or parts, this is simply a call fee/diagnostic fee/trip fee you have agreed to when you signed you contract with the warranty.
  We apologize for the misunderstanding of the situation and procedures and hope that reviewing and gaining more knowledge on warranty contract details and exclusions would further clarify things.