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Complaint Details
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Initial Complaint
11/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had them out to clear my sewer line, found nothing & ran into no roots. A month later backed up again. Called asking what can we do about this? They would call me back. 3 hrs later worker calls & on their way $200. Told no, wasn't discussed & I didn't approve. Called & was told they would come out, if they found anything I pay $200, if nothing was found no cost to me. They said since I'm so far from the sewer main, over 100ft, I might need to put in another clean out half way between my clean out & the sewer main. Found nothing & went out 20ft more than 1st time. Worker called boss & said there was blockage within a few feet of clean out not sure why/what was causing this. Was told I needed my clean out repaired & a camera used to find issue but it wouldn't be a 'freebie'. They installed my clean out & replaced several feet of sewer line, less than 3yrs ago. They argued they didn't install the clean out & would have to dig through yrs of paperwork. I called the company & let them know the exact date this was done & asked how we could resolve this. 3RD time I've had to have my line cleared since they installed the clean out. Told me someone would get back with me. 13 days later I get a call from ******. He was very polite but began this conversation with, "Presumably we MIGHT have installed the clean out several yrs ago." Then went on telling me that, "I had a bad attitude & maybe we should start this conversation over." I said sure, let's do that! He said, "Okay, we installed a clean out & your having issues with it." I said, "Yes, you did this in January of 2021." He then went on saying how rude I was & that I needed to change my attitude or he wasn't going to help me out. (All I had said was they were the ones that installed the clean out & they were acting like they didn't, I even asked if he'd like to see the paper!) He then went on to say he didn't have to be talked to 'this way' and maybe I should be nicer if I wanted his help. Then hung up on me.
Business response
12/04/2023
October 26th our company cleared and obstruction from this customers sewer line free of charge. This obstruction was in a different location than her previous obstruction in September. We left the residence in October with her open and functioning. ****** made a follow up phone call a few weeks later to check on her and communications did not go well, even after he requested to restart the conversation. At this time, we believe she is still open and working with no issues. If this is not the case, we encourage the customer to reach back out via phone call or email, with her requests. Brights is more than willing to help resolve any and all issues this customer may still be having. We would like to apologize for any miscommunication on our part. We, as a company, strive to make our customers happy. We do value our customers and take their feedback very seriously as we strive to ensure all customers are satisfied with their service.
Customer response
12/05/2023
I am rejecting this response because:
They aren't addressing the issue at hand. They stated there is fault in the clean out, which they installed, as well as the portion of sewer line they replaced. They were the ones that refused service to me and abruptly hung up on me.I feel they should reach out to me with an apology and resolution to this issue. Their actions were extremely unprofessional. I'm willing to let them fix this issue but other than that, I will never do business with them again.
Business response
12/06/2023
Our stance on this subject remains the same.Customer response
12/06/2023
I am rejecting this response because:
As does mine. This wouldn't have happened with a good reputable business, ****** learned on my part. I will continue to voice my opinion about this company w/friends, family, co-workers & social media as I see fit.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.