ComplaintsforDrains By James Inc.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Drains By James to have my basement cleaned and I explained to the receptionist that it was raining and the basement was flooding from the basement stairs. Two service men arrived an hour and a half later and the first thing they said when entering the house was "Hi, you have an issue with a sewer drain?" My grandson said "No" and explained the basement was flooded from the rain, there's a leak somewhere, like I had told the receptionist on the phone before setting up the appointment. Before they even set foot in the basement they admitted "Oh, we don't do that." They took a look anyway, said "we don't do this" again and charged me $100 for a service call, meanwhile, they should have never been sent out in the first place because the receptionist knew full well it wasn't a sewer line issue, I even told her there were no drains in the basement when she had asked. I want a full refund, this should have never happened, there was incompetence all around from the Receptionist who knew nothing about the services the business offered, to the Servicemen who had the gall to ask for a check after being called for the wrong job and doing nothing, and "James" who for some reason never spoke with me, the receptionist just kept referring to him, he never handled the issue personally.

  

  Business response

  02/25/2022

  This message is in response to Ms. ************ complaint.   This was a total misunderstanding - Ms. ********** called around 6:30AM and spoke with our answering service.  Office personel doesn't arrive in the office until about 7-7:30 am.   By the time the message got to the office it was told to us a main line in the basement was pouring water.    Our first thought was to get techs right over to the house - main line back *** can be time sensitive and a big mess as well.  Once we got there and realized it wasn't a drain issue the tech charged a service charge of $100.   

  We get calls to come out all the time for issues that we are not equipped to fix - and we do need to charge for our time.    Ms. ********** called the office with her concerns and after we spoke with the answering service we determined it was a misunderstanding and promptly refunded the service charge.  I would love to say mistakes do not happen but we know they do.   I hope Ms. ********** is happy with the outcome.   

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