ComplaintsforA.S.A.P. Sewer & Drain Cleaning LLC

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company refuses to honor a 6 month warranty on work that needed to be redone within 6 weeks. **** cited that their warranty excludes separated pipes, on the original visit, the technician had assured me that my pipe was not separated. When it came time to redo the work, the company put a camera down and discovered that it was separated. Apparently voiding my warranty. I got charged for both visits, despite the first visit resulting in a complete misdiagnosis of the situation.

  Business response

  08/16/2024

  ASAP Sewer and Drain Cleaning was hired by ************************* originally 6/23/2024, which is a Sunday. Technician **** was dispatched to the ****** residence at **************************************************. Technician **** was dispatched regarding a sewer back up. **** went ahead and did his job, relieving the home of its clog. **** had left this home with the line flowing and the homeowner happy.****** was charged $550, $450 for the sewer cleaning, $100 after hour charge,$50 truck charge.
  
  On 8/7/2024, well over a month later ****** booked another appointment with ASAP Sewer and Drain Cleaning because he was having another back up. Technicians ***** and *** were sent to the ****** residence this time.*** and ***** went to clean out the pipe that was backing up and they had come to conclusion the reason of the backup was due to a separation. ****** was charged $550; this charge is based on time spent there. However, *** and ***** spent two hours there which would total $650 but ****** was given $100 discount, bringing total to $550.
  
  ****** was unhappy with being charged the second time so he wrote ASAPs email expressing he would like a refund. ******, from ASAP Sewer and Drain, reached out to ****** in hopes of coming to a solution. ASAP Sewer and Drain offered a FREE camera inspection to ****** to show him the state of his pipes and how bad they actually are and the reason we cannot warranty his pipes.
  
  ****** agreed to this camera inspection, he chose the date and time when given his options. Thursday 8/15/2024 technician **** was dispatched to the ****** residence, upon arrival NO ONE was there. It seems as if ****** does not really care too much about the pipes, only his refund otherwise he wouldve chosen to be there and see for himself. Technician **** found a separation at 37ft and every 2ft after that point, all the way up until 51ft. After that 51ft the piping gets even worse.
  
  ****** from ASAP called ****** to tell him that ASAP Sewer and Drain will not be giving a refund due to the facts we tried everything in our power to help this customer. **** relieved the clog both times upon being hired by ******, **** left nothing behind in his pipes. We cannot help that his pipes are very very old and separated, ****** stated he moved in only three months ago. It seems as if he is projecting his anger onto us about this situation when we were only trying to help. ****** did not like the news of no refund which he then stated he will be leaving bad reviews everywhere and how we are garbage.**** even tried to give ****** a permanent solution to his problem, in which he did not care to listen.
  
  ASAP Sewer and Drain Cleaning believes no refund is due. The work was completed both times when hired by ******. To have the audacity to make a complaint, have a solution offered and not show up to an appointment shows no effort on ******* part. 

  Customer response

  08/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This business is leaving out key information, and acting dishonestly. Technician **** misdiagnosed the problem, indicating that there were no roots or separations in the pipe, and that therefore there was a 6 month guarantee on this work. 
  

  I called ASAP and confirmed that the second appointment would be covered by warranty before scheduling. Only after the work was completed did a camera go down the pipe confirming that **** misdiagnosed my issue, apparently revoking my warranty. If this company were remotely interested in conducting business honestly, they would have sent the camera down before doing any additional work. It seems to me that this business only cares about what is happening at their customers house if it can be used to trick customers into hiring them by offering services for free only to charge them anyway. If the first ********** had inspected the pipe, and done his job correctly, I would not have needed a second appointment. I also, was charged for 2 **********s, when only 1 was necessary. 
  

  Additionally, this business is being blatantly dishonest about my absence for the third appointment. Their ********** showed up 30 minutes late, but I was there all morning and let him in upon his arrival. 
  

  I also thought that the purpose of this second camera inspection was to quote repairs, at a reduced price due to their errors so we could reach a compromise. But I guess they need two camera inspections to figure out that a pipe separated. They also seem to be refusing to share these photos/videos with me. 

  Additionally, throughout my interactions with this company, management actively avoided talking directly to me, I never spoke to the person making decisions at this company, and feel that this company is at best not hearing what I have to say, and at worst, denying any responsibility for ensuring that their **********s know that they are talking about and behaving with professionalism. 
  

  I dont understand how someone can run a business in this way, insulting their customers, and not taking responsibility for their employees mistakes. 
  
  Regards,
  
  *************************

  Business response

  08/29/2024

  ASAP Sewer and Drain was called out twice to **************** resident upon his request. ASAP Sewer and Drain got the sewer line clear and flowing both times. It is possible that a separation happened in the time **** had first been to the residence and the time *** was there. A separation could easily be caused by someone driving on the grass, a shift in the ground, an abundance of tree roots, there are so many more possibilities. Tree roots grow fast and are very strong, once they penetrate a pipe they can do some serious damage. We cannot help that **************** owns an old home; we simply were called to free him of a clog in his sewer line. We did not cause the separation; they are just old pipes.  I am also not sure why **************** is under the assumption that he was charged for two technicians when he was not. ASAP Sewer and Drain is not refusing to give any photos, pictures were not requested beforehand. Our technicians do not record every single camera inspection they do, thatd be too many a week to keep track of. Per ASAP and **************** email conversation, **** clearly states the camera inspection was to determine the state of his pipes, NOT a plan to get a quote done. This camera inspection was set up as a compromise to show ****** how bad his pipes are and how ASAPs charges are valid. Management has talked with ****** directly, ************************** wants to speak to the business owner which there is no need. The owner of the business is more than aware of the details of this situation and how we are going about handling it. In conclusion, ASAP Sewer and Drain had cleared the clog in the sewer line BOTH times when called out at **************** request. We do not believe a refund is satisfactory. 

  Customer response

  08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My complaint was never that you caused this separation. My complaint was that your ********** misdiagnosed my issue, assured me that I had a warranty, and then when it came time to honor that warranty, your company then decided to stick a camera down to find a reason not to honor the warranty. 
  

  Your **********s were made aware that I believed this work was covered by warranty upon their arrival. Additionally, it was made clear when I called to bring your guys back I believed I had a warranty. They did not verify the conditions of the pipe until after the work was completed, and demanded payment as a result. There are multiple better ways to handle this situation. 
  

  Firstly, your original ********** should have put a camera down and confirmed the condition of the pipe BEFORE offering the warranty. Otherwise, If you are h*** bent on not honoring your warranties and refuse to stand behind your **********s diagnosis your second ********** should have communicated that he would expect compensation if the pipe was separated and sent the camera down before the work was done. 

  But really, any decent company would say sorry our first ********** misdiagnosed your issue and prevented you from getting it fixed properly until the same issue reoccurred, we will honor our warranty and help make this situation right. 

  The way that this situation was handled was dishonest, unprofessional, and shameful. 
  

  In fact, you continue to be dishonest even in these messages. I never asked to speak to the owner of this company. I asked to speak with whoever was making these decisions, since the woman I spoke to on the phone indicated that she does not. Additionally, your **********s told me that they were saving the footage taken in my pipe so that I could show the city of *******. And lastly, we all know that this seperation didnt occur in the 6 weeks between your visits. My pipe is separated in a dozen places, and has significant root infiltration. Trying to convince anyone that this was a brand new issue that didnt cause the first back-up is an insult to my intelligence. 
  

  I want to be clear, I do not normally get upset with contractors, in fact, this is my first time ever complaining to someone I hired about the work that they did. However, your company has left me feeling taken advantage of and scammed.  At this point it is clear that you guys are shameless and that I will not be getting a refund that any self respecting business would give. But, I will do everything I can to spread the word of just how horribly you do business. 

  Regards,
  
  *************************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** had two different plumbers come over to work on my clogged pipe in April. The first one told me he stuck a snake in it, which didn't work and that it would need to be jetted. The invoice he gave for this me was $465. So they sent a 2nd tech out who had the jet. Turns out his jet ended up getting stuck, at which point he said there was nothing else he could do. The drain was still clogged and I would have to hire someone else to get his jet out and finish unclogging it. He gave me an invoice of ****, with a promise of reimbursing me 250 for the jet once I gave it back to them. I ended up hiring wolf underground plumbing company, who were great. They came over and put their camera down the pipe, got asaps jet out within minutes and unclogged the pipe with their own jet with no problems. I do believe that if people do work, they should get paid. But certainly not full price for a job they didn't complete, ultimately causing me more problems and having to hire someone else. We did return their jet, but that still left me with a bill of 750...(I was only charged 275 from wolf underground to do the same work and complete the job)We had called asap 50+ times over several weeks trying to speak with a manager to discuss this and they either wouldnt answer the phones, or the receptionist told us she would speak to him and give us a call back. Despite our continuous calls, she did not and she refused to let us speak with her supervisor ourselves. After 3 weeks, she finally reached out and said the most she could take off for the incomplete job was $50. So our total for the "work" they did still came to nearly ****, which is a complete joke.Dealing with **** has been a complete nightmare. Worst customer service we've ever experienced from a maintenance company and they left us feeling completely scammed

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