ComplaintsforDrain Go Plumbing

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First got into contact with Draingo through our warranty company as they were the contractors assigned. Reported issue was a stoppage in washer drain line. Draingo came down was unable to clear obstruction with a drain snake(2.21). Came back next day 2.22 to run camera down the line to submit to the warranty company (American Home Shield). Female representative from Draingo office along with techs on the scene stated a $850 charge would be due from us same day of service and that warranty would need the photos. After paying via money order they ran the camera though the line also cleaning pipes and charged $900 with tax. They stated the cost of the service was due to the photos needed to be taken for warranty needs. They took photos via their phones and it doesn’t show any of the damage clearly rendering the service useless and unusable. It didn’t provide what it was supposed to and will have to be redone by a new plumber who will complete the services. Later when reaching back out to the warranty company they stated it was against their contract with Draingo to do so and they would contact their contract team. Quoted work to be completed submitted to homeowners was 23k in repair costs, different document submitted to American home shield reflected different cost and description of repairs. Did not want Draingo to finish the job as they seemed untrustworthy also updated American home shield on events. I understand if I am unable to get a refund I just wanted to make know that the Draingo company was Over charging for their services and charging customers when they weren’t supposed to.

  Business response

  03/08/2023

  I apologize that you feel you received less than great service from our company. I researched your claim to find out how we could get this resolved for you. I started with the estimate given to clear the line to be able to run the camera. The price given was $850 plus tax that comes to a total of $909.50, and that is what a check was written for. The cost did not vary due to pictures needed. That is the standard cost to use picote in the line to be able to clear it. I also have the pictures that the technician sent you as well as the video. It does show the break in the line. I’m not sure why your home warranty company is stating the pictures are useless, as they did authorize us to complete the job. They said that per your contract, they will cover $1000 of the cost to make the repairs, but you, as the homeowner, are responsible for the rest of the costs.  I am also showing that there were 2 quotes sent to you by our company. The first option was the $23k to reline your pipes and install 3 ground level clean outs. We offer this as an option because we do not have to bust up any concrete in your home. It is less invasive but does take longer to complete as the lining has to cure. The 2nd option was for the replacement of drains. This option is where we would have to bust up your concrete to gain access to the lines, with the cost being $16k. We did give your home warranty the 2nd quoted option, as the bust-up job is what they are willing to pay the $1000 toward. Your home warranty company later sent us a message saying not to proceed with the work as you, the homeowner, took their cash-in-lieu option so that you could use that money to hire your own plumber to finish the repairs.  We respect this option for all of our customers, as we know that you may know someone that can do this work at a lesser amount. With this being said, all work that you were charged for was completed and the prices were given to and approved by you prior to the work being started. I apologize for any misunderstanding on Mississippi state taxes being charged that you were not aware of. However due to the work that was paid for was actually completed, we can not offer a refund. 
  
  

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