ComplaintsforApex Sewer & Drain Cleaning

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Chris came and stated he snaked the line about 20 ft and cleared the clog and went an additional 20 ft for good measure so a total of 40 ft. I was charged $401.25 with a onetime visit within 30 days warranty. The following night 3/25 the sink backed up again around 10:24 pm this company is supposed to be a 24 hr service so I called their main number. I was sent to the answering service that sent me to voicemail, so I left a message 3 times requesting someone call me back. At 10:54 pm I texted Chris to let him know what was going on. 8 hours after the clog and text at 6:56am (3/26) Chris responded via text to let me know he would have someone out to look at the issue. I never received a call back from the office. 3/26 Brian came to my house to inspect what was going on, after running water for 45 mins he told me it was a soft clog that must have given way. I asked about having the line camara inspected or potentially clear it with a hydro jet and was advised Brian did not have either unit on his truck and I was told I could not get the service. When Brian was leaving, I inquired if this visit was my one time call back and was advised it was and if I had to call back there would be a charge. I was under the impression that everything was ok. 20 days went by with a strange smell in the basement that seemed like it wouldn’t clear, the night of 4/15 we found out what the smell was, our French drains were overflowing with sewage. 4/16 we had another company come to inspect the line because it didn’t seem like APEX could figure the issue out. Come to find out there was a massive ball of roots in my line that have been there for years this company said. If APEX inspected the line properly, we would have potentially avoided the mess or having to redo our finished basement and throw out our sentimental items that got ruined with sewer water.

  Customer response

  06/18/2024

  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.  I received the reimbursement form APEX. Please let me know if you need any additional information. Thank you, **** ****** Regards, **** ******

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