Business ProfileforDrain Surgeons

Disputing: In response to the review given by the owner of the property - please note that the owner has not exchanged any funds with Drain Surgeons for the services rendered at the service location. 

Drain Surgeons was contacted by the potential buyer to cable and camera inspect the main line to the yard vent for the inspection of the property for sale on May 15th, 2024. The buyer, upon completion of the service, paid Drain Surgeons in the amount of $290.00.

Our technician arrived at location on May 15th, 2024 to perform a camera inspection and cable of the line. When our technician arrived at the property was directed to the basement to perform the inspection. Our technician removed the 4" *** cap on the cast iron main stack and started to perform the camera inspection. Our technician was only able to proceed about 4' to 5' into the line due to obstructions of scale, grease, extremely heavy build up in the cast iron line. At that time, our technician did take a photo of the line with his phone to show the buildup and the line that is not in good condition. Our technician then tried to cable the line but was only able to get approximately 2'-3' and was unable to proceed any further with risk of damaging equipment or possibility of the cable becoming stuck due to the buildup. He then pulled his cable out and called the Drain Surgeons office of his findings. He then called the potential buyer of the property and explained to him that the line is not in good condition and would need to be cleaned out before a proper camera inspection could take place. He explained the line would need to be Renzii'd, but if that was approved, there would not be availability until the following week to which the potential buyer agreed to pay for and approve to be able to see a correct and proper camera inspection of the line. Then our technician called into the office and relayed the information on an approval for that service. He then cleaned up his work area and reinstalled the *** 4" cap to the stack. He took pictures before leaving the property. The photo does show the area clean and *** cap in place on the main stack line.

At 8:41 p.m. on May 15th, 2024 the realtor for the owner called our afterhours service line stating, "A Technician Of Yours Came Out To My Seller's Property For A Clean-Out Today And They Forgot To Put The Sewer Cap Back On. Flooding All Through The Basement And They Cannot Use The Plumbing." Our Dispatch Manager, *****, did call the realtor back and stated that the clean out cap had come off and gave the owners name and number to contact her. ***** did call the owner and offered to have someone come out that night and to reinstall the cap to the stack for her, but she declined that she did not want a technician out that late and to come the next day. 

The next morning at the beginning of the business day, our Dispatch Manager did call the owner and stated that we would be able to get her on the schedule to reinstall the cap that day, but she was then stating that the line was clogged. He explained to her that if we need to cable the line upon arrival, that it would be a charge for service, and she refused to pay for said service and declined for us to come out. 

Then the realtor for the owner called our office and stated it was just the cap needing to be put back on and for us to call the owner again to set up. The realtor then also stated that she had pictures that the cap was cast iron, not *** that was on the stack when our technician arrived. We then asked for the photos to be sent and then we called the owner of the property and she again stated to not arrive because she did not want to pay for the service. She then told us on a recorded phone line that she did not know who put the *** cap after many discussions that the cap was cast iron. 

We then received the photos from the owner's real estate agent from another company that was out on May 13th, 2024, to inspect the line as well. The picture does clearly show a broken cast iron cap inside of the line. The other company's report does show the findings as ours of the line being in unsatisfactory condition being full of grease, sludge, and scale. 

Dispatch Manager did respond to the email pointing out the previous findings and the broken cap. No response was given by either the owner or the real estate agent. 

Our findings after receiving the report from the other company that was out previously, is that the original cast iron cap was broken by said company and replaced with the *** cap at that time by that company. 

We do have documentation via photos, email, and phone recordings if needed to dispute this review upon request. 

We would again like to note that the owner did not have funds exchanged for the service with us at Drain Surgeons. Also, we are not liable for lines that are in faulty conditions. The owner did not request the service for camera, the potential buyer did. The owner turned down multiple offers to reinstall *** cap. Potential buyer did offer to pay for the service on getting the line cleaned out for inspection.