ComplaintsforElite Plumbing & Drains
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/08/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
This is a complaint between myself, *** ****** owner of Drain Solutions, Llc, and Choice Home Warranty. My water heater went out, and I contacted Choice Home Warranty to seek coverage through my home warranty. They chose Drain Solutions as the technician. I waited 8 days for acceptance or denial of my claim, and *** ****** said he submitted the information to Choice Home Warranty and they said he did not. I finally got a new water heater installed after 8 days with no hot water. Choice Home Warranty asked for the serial and model #s of my old unit, and *** ****** said he submitted them twice, then he said that they wouldn't answer his calls yet Choice Home Warranty said he wouldn't answer his phone or emails. There is no honesty between the two businesses and myself, and as a result I went ahead and had the new unit installed, hoping to seek reimbursement afterwards. I would still be without hot water now as I wait for submission to the portal by the plumber who stopped responding, and I have a denial from CHW based on having the unit installed without approval, yet I couldn't get approval from CHW or get the information submitted to CHW by the plumber. I had to pay $1520 that should have been covered by my warranty. I have a detailed list of my communications and phone calls between the 2 companies, and I seem to be out of my $1520 in spite of having a home warranty for this type of issue.Initial Complaint
03/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My main drainage to the alley was backing up into my basement. I hire *** ****** and he said it was totaling cleaned out he heard it gush out. 1 day later it was backing up in the basement again. I called him back bit he was a no show. I paid 789.02 for his work. So i called *** they came out and went all the way to the alley. Paid them 950.00. So far so good. Please help me get my refund. *** said they put a camera down there and did notice *** went 25ft where as *** went to alley 85ft. And after being down in that slug he walked right thru my living quarters with no protection on his shoes.Initial Complaint
03/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a tankless water heater installed on 2/1/2022. 1. Rob ****** failed to take the old water heater as stated in the contract. I had to pay someone else to come and get it. 2. Since installment, tankless water heater has not worked properly, citing many error codes 3. I am not getting hot water, which tells me it was not properly installed, electrical issues, and the reservoir leaks all over my basement floorBusiness response
04/21/2022
[BBB transcribed phone call with business]
Business stated the consumer can schedule a warranty repair via phone: ************ and the business will take care of the issue as soon as possible.
Customer response
04/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me when the installer sticks to his schedule, which he has not done yet.
Sincerely,
**** ********Customer response
08/27/2022
[Consumer submitted a duplicate complaint regarding the same issue]
1. Installed a stove and did not ground the gas line per code. Had to contact a contractor to fix the issue 2. Installed tankless water heater not to code and had to contact contractor out to fix the issue 3. Used some of my items to complete his project which cost money. I would like a $1,706 refund. I have proof of the phone records and text messages of us trying to give him a chance to fix, but he's all about excuses, never comes out, but responds like he's going to. He responds to his first BBB complaint as if it's not an issue. Very unprofessional!!!
Business response
09/12/2022
[BBB transcription via phone call]
The business stated the issue was handled in small claims court. Anything further can be addressed/ handled through their attorney.
Customer response
09/12/2022
Complaint: ********
I am rejecting this response because: *** NEVER REFUNDED ME OR FIXED THE ISSUE PRIOR TO SMALL CLAIMS SUBMISSION. I WILL PROCEED FURTHER ACTION.
Sincerely,
**** ********Initial Complaint
12/03/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
In April of this year I hired Drain Solutions to install a toilet in my bathroom , simple job take existing one out replace with new one . *** the owner said he would buy a toilet and install it for $500 , which I thought was hi but still decided to let him do it . After about 6 months the back of the toilet started to leak . I called *** and told him about this he said he would come out to fix it Saturday the and we made an appointment to fix this at 9 am on 11-27-2021, he never showed up and didn't call . I waited until 11-29-2021 and called again , he said he would be out that day between 4-6 I waited until 7 and called again he said they work until 11 pm and he would be out , I thought this was odd but agreed , he did not call nor did he show up . I waited 2 days to hear from him , nothing ! So I waited for him to communicate with me and he never did . I called again on 12-02-2021 he never answered the phone , I left a message that I would have to file a complaint with the BBB and I really didn't want to . All I wanted was for him to come out and fix issue .Business response
02/08/2022
Business Response /* (1000, 10, 2022/01/04) */ The business owner asked BBB to have the consumer confirm that she contacted his business. The business' files do show that he did the original installation of the toilet, but there has not been any correspondence since then. The business owner was physically out of state for the months of November and December. He did not speak with the consumer during that time. The business owner said that he would be happy to service the consumer. She just needs to contact him at *************
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Customer Complaints Summary
5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.