Complaints

• Initial Complaint

  26/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am a first-time homeowner who hired Mr. Swirl for a bathroom reno. ****** ********, the estimator/business developer was extremely ********* and rude to deal with, and I feel very taken advantage of: - ****** ignored my job description and scheduled the work incorrectly. He "estimated on installing the tub the same day it was disconnected", yet I had specified demo & drywall work needed to be done before installation. (See attached job description .doc) - Day 1 plumber was incompetent and didn't remove the tub regardless. It took 6 hours to remove a standard sink & toilet. He forgot to shut the water off and almost flooded the bathroom. - ****** told me during our first phone call the tub would need to be cut out, then pretended to be surprised and charged more at a later date. - When he did respond to emails, ****** would talk down to me and even condescendingly called me "buddy" - ****** insinuated that I'd purposely called Mr. Swirl back to the job site when the job wasn't ready to waste time and resources. Charged me $452 for a "same-day cancellation", which I paid without question. (See "Mr Swirl - 1" attachment, invoice also attached) My home is my place of business, and I lost a lot of time & resources due to ******** scheduling mistakes. His plumbers would also show up late, and I was even contacted once at 10:02 am to find out my 10:00 am appointment was canceled. This was a standard job that should have been finished in a couple of days, even with the mistakes that were made on my end. I would like Mr. Swirl to make a 25% bill adjustment to accommodate for lost time, and the unacceptable ********* of charging me $452 for a same-day cancellation, then doing a same-day cancellation for my next appointment. Thank you for your time, please let me know if you need any other information. ****** ****

  

  Business response

  04/03/2024

  Hello there, 

  Once our office was made aware of the concern, management reached out by phone to try to reach out and discuss the issue. Unfortunately, management was not able to get a hold of the claimant and left a voicemail to reach out to us at a more accommodating time. We have not heard back at this time to be able to work together to come to a resolution.

  Please reach out to ************ or advise a time that would be best to call you so we can try to better arrange with management. 

  Thank you.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In the morning of 01/09/24 our main floor toilet and laundry sink located in our basement were plugged at 11 AM. I contacted Mr. ********************** your friendly plumber and was quoted $59.00 for service call assessment and additional charges for whatever service would be needed . At 4 PM a plumber arrived and informed us that our sewer line would require auguring and there charge for that service would be $578.00 The technician returned with the machine and was having difficulties gaining access to the existing clean out trap. I authorized the plumber to remove a section of our stack as long as he had appropriate replacement parts he was unsure if he had correct parts and would have to check, he returned with used parts After one and a half hours the machine he had was unable to clear out whatever the blockage was ,repaired our stack, he would have to return the following day with a Hydro jet machine and a camera to do a visual inspection. so we paid a $500.00 deposit to begin the work and an additionional $1,000.00 to continue the work the following day On 01/10/24 they returned, began hydro jetting and camera work, determined the blockage was tree roots located in front yard On 01/11/24 **** with ******* returned to determine how to replace and remove the clog section of pipe. The quote was $6,754.78, the work was completed and still no receipt I only learned about these charges and breakdowns after I finally received the receipt on 01/22/24 I was alarmed, and shocked at some of the charges from the 01/11/24, $543.00 two sheets plywood for shoring (invoice date 10/26/2022) as well as $756.40 for demo digging ( invoice date 5/19/22) Sand, ****** for 2 yards of sand (invoice date 10/26/2022)After finally receiving and reviewing Mr *********************** invoice we fired the company and hired another company to complete the job, and asked for a refund for services paid for but not completed, received a refund of $899.66 on 2024/01/24, the refund is insufficient as the job was never completed

  Customer response

  07/02/2024

  Thanks, you will have the documents by Friday.

  thank you.

  Customer response

  09/02/2024

  To whom it may concern, please find supporting documents and photographs describing what happened to us dealing with Mr ********************************* As I explained in our  initial letter. Our toilet was backed up on the morning of January 9, 2024, and after trying to unplug our toilet and sink I determined I needed a plumber as this was becoming a rather large issue. I instructed my son to locate and find a company where they can clear our drains as our toilet on the main floor was inoperative , and potentially flooding our basement as our laundry sink was filling with raw sewage.

  2:) After doing some research on line as well as calling a neighbour with knowledge in these types of repairs, the neighbour suggested Mr *********************** with one proviso, careful with their billing, one final check with ********* Better Business bureau, A+ rating.

  3:) On January 9, 2024 made initial contact with Mr. *********************** was told the initial cost was only $59.00, oddly the date indicated on invoice was 04/27/2022, actual date was 01/09/2024

  4:) I was told that the earliest they could attend was 4:00pm, ******* from Mr *********************** and bam! The cost to auger the ***** line was $578.00, with a down payment before work could begin for $500.00, paid immediately on my Master Card.

  5:)  ******* instructed ******* to go ahead with whatever steps needed to clear the Sewer line, which began with the first Auger 'attempt'.Access to our 'clean out' traps is awkward so with the proviso that he had the appropriate spare parts, which I may add are standard size, 4 inch. Very Common. He wasn't sure and would have to check his Van for availability, he returns with 'used' coupling that would have to do!
  So after cutting the Stack, he begins the auger process, after two attempts  and after removing a plastic bag(?), the drain was still blocked and by 5:20 pm,his advice is we needed to have the line cleaned with a Electric Hydro Jet, Cost $718.00, invoice date 02/12/2021, actual date job performed 01/10/2024 as well a Camera/video inspection ****** 01/12/2021, actual date job performed 01/10/2024. Was asked for another deposit in order for him to show up on the following date for the amount of $1000.00, paid on my Master Card. I asked for a receipt and was told that the office will take care of this only when the job is completed, ******* approved this work by signing electronically on a tablet sreen
  He repaired the stack with the old coupling as seen in PHOTO '1'.
  IMG_1466.jpegPHOTO 1.

  6:) At 11:00 on January 11, 2024, Mr. ********************** returns to begin Hydro Jetting and Video Inspection, and additional augering, the results from the Camera were at best judgemental was the resolution was incredibly poor, and operationally the camera itself was in questionable as the operator was unable to even turn the Camera on initially, some power issue, finally he claims that our drain is choked with tree roots, and the only solution is to return the following day and a section of our main Sewer line will need to be replaced, and ******* will need to return the following day with a supervisor from Mr ********************** (****) to determine how to proceed moving forward as well how much it will cost.

  7:) At approx. 9:30 am ******* returned with ****, and they got to work. The purpose this morning was to determine exactly where the blockage was, in order to determine precisely where the blockage was located in the front yard. They used a ground x-ray machine in order to determine the blockage location, which they were able to do successfully. **** explained  to ******* they would hire a HydroVac truck to expedite the excavation required to expose the compromised section quickly and easily in order to replace the compromised section of pipe.

  8:) So using a tablet, **** was inputting the details in order to generate a quotation as to what this job would cost moving forward. He told me $5000.00, I could not see the breakdown as to what the various parts of the project would cost on the Tablet Screen as he scrolled down to the bottom section where you sign and told me the charge with on the card would be for $5000.00 and please sign here in order to authorize the additional work required in order to clear the blockage of our ***** line. I agree to the $5000.00 charge and later found out it actually was not $5000.00 turned out to be $6754.78 he took a photograph of ********************* Master Card in order to process the charge, again requesting a electronic invoice detailing how the $5000.00 would be used, and was told we would receive a final invoice upon completion of all work.

  9:) Approximately 11:30 AM ******* returns with a coworker as they will be working below grade, there needs to be a second set of eyes on the individual who would be approximately 7 feet below ground as well. They went to ********** and purchased two sheets of plywood as well which would appear to be 2 x 8 x 8' long pieces of wood in order to shore the hole to prevent a Cave and possible catastrophic injuries. 

  IMG_1395.jpegPhoto '2' beginning HydroVac. As well as 'some' demo hand digging to tell the hydro vac operator where to excavate, invoice charge for HydroVac $1781.36, invoice date, 5/19/22, actual work performed on 01/11/24
  

  IMG_1394.jpeg Photo '3' lumber purchase on blvd. For Shoring-level 1 invoice date 11/23/2022! $543.81, actual date purchased and delivered, 01/11/24.
  

  IMG_1407.jpegPhoto '4' Clearly you can see the exposed clay ***** line after successful HydroVac excavation as well. Please note there is no evidence of large rocks or additional soil that would require any additional hand at this point there were several stones that really aren't that big.
  

  IMG_1443.jpegPhoto '5' a few stones that had to be removed before repair began. As well, the caution, tape warning, people of the exposed hole, hardly legible.
  
  IMG_1445.jpeg photo '6' clearly shows the repaired section of pipe, as well as the shoring to prevent possible cave in. This is also the last and final piece of work Mr. ********************** performed on January 11, 2024 at approximately 8:30 PM.
  

  10:) As it was snowing at the completion on January 11 at 8:30 PM and continued snowing throughout the evening preventing any additional work to commence until the snow melted which took approximately 10 days on January 22 we still had not received a proper invoice outlining what these charges were since finding out instead of $5000.00 on my MasterCard, the charge was actually $6754.78, I called Mr. ********************** and asked for a copy of the invoice.
  After careful review of the invoice I became very alarmed as some of the charges were absolutely exorbitant, case in point the sand at $278 a yard $543 for two half-inch sheets of plywood as well as the $789.00 for  additional digging that never occurred. I consider these charges flagrantly excessive and the charges I would consider predatory and inappropriate. The dates were all inappropriate and incorrect on the invoice and according to their document, the work began 07/08/2000, in other words, it took over 24 years to complete this project!
  

  11:) I hired Mr ********************** thinking they were an equitable, ethical company as it clearly stated in the ****** Review A+ rating, as shown by a recent screen shot, photo ,'7'.
  IMG_1502.pngPhoto '7'
  

  12:) Assuming any Company with an A+ rating would be good to go, and I was comfortable hiring this company as I consider the Better Business Bureau gold standard for hiring a service for maintenance needs in matter I am not familiar with like major plumbing, which, as we all know, can't get very expensive. It was not till later after I had some spare time and began reviewing the reviews I became even more alarmed, as some of the complaints were very egregious, and not positive at all. The review I am forwarding from a recent screenshot from the Better Business Bureau website clearly indicates this client was not happy and circumstances very similar to ours. How is it this company with reviews such as that can still maintain an A+ rating please see photo 8.
  Photo '8'
  IMG_1503.pngThe last line was especially concerning, clearly an unhappy client.
  

  13:)  after receipt of the final invoice on January 22, 2024 and careful review as mentioned I contacted Mr. **********************'s office and asked to speak to ****, the supervisor who created the invoice with these egregious predatory charges, in our conversation, he claimed he explained each and every item such as the cost of shoring the cost of sand cost of excavating, and that is not true, as well he was extremely confrontational and intimidating.
  

  After talking to my son, after he told me of the conversation, we decided that we will go in another direction, and I would contact Mr. ********************** and stop all further work done and ask for a refund for services not completed.
  

  We hired another company to complete the work, I have included a copy of their invoice as well as a comparison.
  

  I am asking for a full and complete refund as this work was not done to my satisfaction at any point.
  

  Thank you 
  

  ***** and *********************.
  Phone # ************.

  

  Business response

  23/02/2024

  Good afternoon, 
  
  Please find attached the documents noting that services were provided appropriately to the sale authorized by the claimant. A refund was processed for the portion of work that was unfulfilled. The same information has been provided to MasterCard for Claim Number ********** as they have reached out to their credit card provider to obtain full refund. Attachments have been split into two (2) segments to be able to upload.
  
  Please note that the phone call recordings noted can be provided upon request. 
  
  Thank you

  Customer response

  25/02/2024

   
  Complaint: 21233674
  
  I am rejecting this response because:

  Complaint: 21233674
  
  I am rejecting this response based on the following reasons:

  
  1. In reviewing the documents provided by the BBB included in Mr. *********************** response (page 12 of 40) INVOICE #***** was an altered INVOICE which I had never received.  The job numbers did not match my copy of INVOICE received, the dates were incorrect on both invoices and amounts.   
  T51010604/27/2022 (?) Incorrect Date
  BEST Camera/Video Inspection-Residential$738.00 (?)
  I received Mr. *********************** INVOICE #*****on January 22, 2024 VIA EMAIL.  This is the first time I had seen anything in writing. It read:
  T510109 (?)02/12/2021 (?) Incorrect Date  
  BEST Camera/Video Inspection-Residential$587.00 (?)

  
  2. Upon perusing INVOICE(s) # ***** that I DID NOT receive until January 22, 2024 with so many discrepancies my confidence in Mr. *********************** ability to complete said work fairly/honestly was shattered.  I had no choice but to hire another company to complete the work.  I was concerned about the companys arbitrary, escalating costs without supporting written documentation.

  
  3. When hiring Mr. Swirl the Friendly Plumber after reviewing the BBBs  reviews I assumed the technicians would be properly equipped to complete the work.   *********** installed used parts.  I acknowledge a different style but maintain the coupling was used prior and not new.  Re: parts, no reflection on *******, however I assume the company would ensure that their technicians would be properly equipped.
  

  Please refer to their first paragraph which states "The claimant states that we installed an old coupling, our documents for the work done show the coupling that was installed is a different style.
  

  Complaints Report reads: 5): "******* instructed ******* to go ahead with whatever steps needed to clear the sewer line, which began with the first auger attempt.  Access to our clean out traps is awkward so with the proviso that he had the appropriate spare parts, which I may add are standard size, 4 inch.  Very common, he wasn't sure and would check his van for availability.  He returned with 'used' coupling that would have to do.  ******* conveyed this information to my son at the time.  ******* appeared to be embarrassed.  The used coupling is illustrated in photograph 1. (Provided in my report.) Their response was "the coupling  installed was a different style. 
  

  The most grievous omission of parts was not having a 4 **** to *** coupling.  This omission resulted in an unnecessary trip to ************* which in ideal weather is a ****************** a distance of 9.8 kms.  However because of the snow event, this became a 5 hour trip returning to the job site at 8:00 pm.  It was snowing and dark.  My son asked if they had flashlights.  Their response was no, flashlights were provided and my son offered to cut the new *** pipe to size (42 on his saw) as the plumbers had no equipment to cut the pipe accurately.  After cutting the *** pipe it took approximately 15 minutes to install.  After installation ******* & *** installed a used, compromised blue tarp to prevent the snow from filling the hole and minimizing the change of frost damage to the pipe.  The following day, January 12, 2024 at 5:55 pm ******* returned with caution tape which he affixed round the stakes holding the tarp.
  

  No further contact with Mr. ********************** until January 19, 2024 at 1:06 pm *** (office) informed the job would be completed January 25, 2024 9:00-11:00 am-soil and sand.  This was never completed because I terminated the contract.
  

  Another plumber was hired to complete the work for the sum of $2,817.51.  Invoice #********.  This copy of invoice was included in my initial report to the Better Business Bureau (BBB).  
  

  My son was of considerable assistance to ******* & *** while on site throughout this process.  
  

  If alone, I would have been at Mr. *********************** mercy.  
  
  
  

  
  
  Sincerely,
  
  ********************

  

  Business response

  28/02/2024

  Referred to on page 1 of Complaint ID ******** Part 1 of 2, under exhibit 2; what is being described as incorrect dates are the dates that are instilled as part of the specific program used. The dates are solely in connection to the specific task/code as that is the date noting the last time the company would have revised or created a code in the system. 

  
  As expressed on page 1 of Complaint ID ******** Part 1 of 2, under exhibit 3; the photos on page 6 to 10 illustrate the access point that was used and shows the fitting that was installed to reconnect the line. The fitting in question does not match the image provided by the claimant. 

  
  We respect personal choices as no job is forced upon a client. As such we respected the claimants personal decision to terminate the remainder of the work and our company reimbursed the claimant for the unfinished portion of the project. 
  

  Thank you,

   Mr Swirl the Friendly Plumber

• Initial Complaint

  23/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Work done May 18th Had them replace my Hot Water Tank. The quality of work was bad and the customer service is worse. The pan under the tank was not aligned with the drain, so any leak will go directly into the apartment below. The electrical conduit was touching a copper pipe and the Temperature and Pressure hose. Most fittings and hoses not connect straight, looks like an amature did the install.Sent 2 emails and called twice and have heard nothing back

  

  Business response

  27/06/2023

  Our Business Developer has tried to reach out to arrange for another technician to go out to site to review and correct deficiencies. Please call our office and we will be able to schedule a time for a different technician to come out to site.

  Customer response

  10/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  13/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1. Happy came to unclog main sewage drain: July 30, 2022 - $1098.30. 2. clogged January 28, 2022, called again. Unclogged- no charge under 6 month warranty. Said we should Hydrojet, set date for Feb 1, 2022. 3. Clogged, Jan. 29, 2022. Job wasn't done properly. Another guy from Mr.Swirl came on Jan.29. Wanted him to do the hydrojetting job instead of Happy 4. Happy came, Feb.1, 2022 to Hydrojet- extremely upset: water overflowed and damaged our floors. *** **** *** told us company will take care of the damages. Finished hydrojetting. cost -$1283.10 and clearly stated 1yr warranty. 5. Sent email Feb.2, 2022 in regards to the **** *** experience and to get compensation for damages on Jan.29 6. No response, so sent another Feb. 8, 2022. No response even to this day. 7. May 8, 2022 our pipe clogged again. Called Mr.Swirl at 6:19pm to have them come. Sherry, said she will notify dispatcher. 8. Coincidentally, it was Happy who called back at 6:44pm to work. We stated we will use warranty for costs 9. Told we have no warranty for the hydrojet because apparently he didnt charge us for the camera work that was done when he did the hydrojetting* *** **** ** *** All 3 family member present when he stated on Feb.1 about warranty 10. ** ********** **. Happy said he will ask someone higher in the company. Hung up at 7:38pm. NEVER CALLED BACK. 11. Called Sherry (front desk) again at 8:43pm, she said she will send a message to Happy. No response. 12. called again at 9:13pm, this time employee changed to Christian, explained everything to him and he said he will leave a message for Happy, again. Still no response. 13. Called again 10:07pm, Christian said he will leave a note AGAIN. After, NEVER HEARD BACK FROM THEM. Was left unanswered to this day. 14. Called them again the next day May 9 2022 at 7:53am. Was told the only person who is able to deal with those issues is sick. Said will leave a note for call back. Never got a call to this day. Issue ongoing/cannot fit everythinghere

  

  Business response

  21/06/2022

  Hi there, 

  Reviewing the work on February 1, 2022, the line was cleared and the toilet was reinstalled and operational by 1:08PM. When our technician left site there were no visible signs of reoccurring issues. When our office was contacted during office hours on May 9th 8:52AM, our office did express how we could get a representative back out to site to access the work for a better resolution, as a couple months had already passed since the work was completed. During that phone call our office was then informed that they did not wish for us to return and wanted to look at getting a different company out for the work. We respectfully accepted that the customer requested that we do not schedule a representative to return, but allowing our representative to come to site to access the work would have allowed us to determine the issue and rectify it. The return would have been free and depending on the work, further charges may have been implemented dependent on the circumstances. 

  Please send over the other companies invoice with the scope of work completed with photos of the work showing what the problem was so we may further proceed. 

   

  Thank you

  Customer response

  26/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  1. Mr.Swirl fails to get back to us in regards to the issue of how the pipe got clogged again on Jan.29, 2022 after auger work was done the day before as well as the damages that have occurred because of that. Happy clearly told us that the company would take care of the damaged floors when we reach out to them. However, when we did so through the email Happy provided, we got NO RESPONSE.
  
  
  2. Also, the company fails to respond on the issue how they NEVER got back to us on May 8, 2022 when we initially made the call. Happy just left us hanging, said he will call back after asking his manager regarding the job but never did. We even called the office several times, and they left messages to the dispatch team several times as well but still unresponsive. We waited for HOURS and ended up with no call back.
  
  
  3. On May 9, 2022, we were already extremely unhappy about the service and treatment we have received from the company. Also, the reasons why we did not want them back was because A) they did not give us the promised warranty we had for the hydrojetting (1 year warranty). We were clearly informed we have warranty when the job was done back in Feb.1 2022, but over the phone they said we did not have one *** ********** * ****** **** ** **** *** ******** *** B) Mr.Swirl said they will charge us for just having someone come over to have a look - ***** ** **** ******* ********* ** *** *** ******* **** ** ***** ******** *** *********** *** ******** ******** Also, in the mail, they mention about "return being free", they never mentioned it to us over the phone call on May 9, 2022 but only confirmed there will be a "dispatch fee". If we were going to pay a fee, we definitely did not want to pay them and much preferred to have a different company to come and do the job. It's funny how the other companies we reached out to afterwards, none of them charged us for a dispatch fee. They all came by and gave us a free quote. 
  
  
  4. Once again, we paid a lot of money for the hydrojetting job Mr. Swirl has performed on our pipes, just to only have those pipes blocked again and have another plumbing company tell us we need another hydrojetting job done on our pipes a few months later. *** ******* **** *** ********** **** **** ** ******* *** *** ************ *** *** * **** **** ***. This situation itself is self-explanatory on the **** **** performance Mr.Swirl has done on our pipes and the reason why we wish for our money to be refunded as well as compensate for the damages caused by their poor work performance. ***** **** ****** ******* ** ******* **** ******** *** ********* ********** ** ****** ****** ****** *** **** *** ******** ***** ******** ******* *** ** **** ** ***** ******* ** **** ************ 
  
  
  **** ** **** ********** *** we have to pay for hydrojetting again within such a short period of time as well as having to go through the same trouble of repairing the brand new floors that were installed last year in August due to the same reason that should have been resolved when Mr. Swirl came ** ** ***** ****
  
  Sincerely,
  
  ******* ***

  

  Business response

  29/06/2022

  Mr Swirl offered to send other technicians/representative out to site to further assess the work. The return visit would have been free, but there was the possibility of further cost depending on the extent of the situation. Mr swirl cannot be held responsible for customers choice of action to pursue alternative methods on resolving the situation at hand. Mr Swirl’s scope of work does not state a warranty on the work provided at that time. There is no documentation stating a warranty provided for the work that was completed. 

  Photos of the claimed damage to the flooring were not provided at the time to our company and the photos taken by our technician on site show no damage.

  
  We do require the other company's scope of work, invoice, and photos of the work so we are able to further review and understand the other work that was completed.

  Customer response

  08/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   - Again stressing out once more, return visit being free was NEVER mentioned to us, was only informed there will be a dispatch fee

   - The company claims that there are no documentations for warranty, **** *** *** ******** ******* *** ** *** He clearly told us there was a one year warranty, we have it written down on our receipt

   - We would have provided photos of the damgaged floors if they responded to our emails back in February which they never did. We reached out to them twice and still no response so its their responsibility. I even called them several times only to hear that their manager was not available or in a meeting

   - Im not sure what photo happy too back then but the laminate floors were lifted so there may be a possibility the photos werent taken properly. Also, Happy saw the damaged floors himself and then instructed us to reach out to the company for compensation

   - For clarity:

   -*** ****** **** *** ***** ***** ******* *** ********** ******* *** ****** ***** **** ** *** **** **** ***** **** ** *** ***** ** ***** *** ******* *** ****** ** **** ********* *** *** ****** **** ** *** *** ********** *** ******* *** **** ****** **** ******** ****** *** ************* *** *** **** *********
   - There was a communication issue, this is another reason why retrieval of the photos were delayed, we constantly contacted them for the photos, *** *** ******* ***** *****.
   - Another report was made again today, indicating hydrojetting job was not done properly and another hydrojetting job is recommended.

  I am not able to send all the files with the photos of the drain pipes, which I do due to the fact that this platform only allows me to select 4 files. I will attach them on the next response, or since there are more than 5 photos (files) I cannot send them all. Is there another email address or somewhere I can send all the evidence? 
  
  Sincerely,
  
  ******* ***

   

   

  

  Business response

  13/07/2022

  Thank you for providing the further information for us to better review the situation. With the other company’s description, it illustrates the difficulties of the drainage that our technician also experienced.  

  
  As the additional camera work was not granted while our technician was there, he only used his camera so he could review his work. If the camera work was approved, a full inspection service with the camera would have been provided which would have allowed our technician the time to fully run the camera and inspect the line. The camera work is what would have also provided the warranty as that allows us to see the condition of the line.

  
  The main factor of the issue is that the line itself has a T fitting that is collecting debris. That will be the cause as to why we had to return approximately 6 months after the initial occurrence. As the other company also states it will “be the problematic area that is responsible for the reoccurring backup”. We can have an estimator out to review the problematic area and provide an estimate to correct the reoccurring issue.

• Initial Complaint

  22/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mr Swirl attended at my request to fix a clogged standpipe used for my washing machine. Visited 2x (jan 7 and jan 12, 2022) due to not having parts available. I paid approx $1105.00. Plumber cut into drywall, installed new pipe and cleanout (beside an existing cleanout that I have) and flushed with water auger. When I did laundry jan 13, same problem started again in same spot. I called Mr Swirl. A different plumber attended Jan 29 but said he couldnt fix the problem and wanted to charge additional $400 to use a camera to look into pipe. I declined, wondering how much more this job was going to continue costing me as they attempt to keep diagnosing and charging me more. I was told a manager would contact me. Waited until Feb 11 with no response. I phoned Mr Swirl and carefully explained to the office person that they left a job unfinished and didnt call me back and that I wanted some kind of refund. They agreed and acknowledged this and said they would speak with manager to make it right. I had since contacted a different company who attended, swiftly identified the problem by placing a camera into the old existing cleanout and finding the clog, and fixed the problem. They said the work performed by Mr Swirl seemed unnecessary and couldnt believe how much I paid. They used my existing cleanout and said there was no reason to install a new one. They didnt know why a new pipe was installed. Today is Feb 21 and still no contact from Mr Swirl. I respectfully request a full refund at this point, due to work that was clearly unnecessary as it did not fix the problem. I even contacted Mr Swirl to try to give them an opportunity to make things right before escalating to BBB for assistance… I feel they took my money and ran. I chose them due to ** rating in BBB and had never heard of them before. I am shocked and very disappointed by this unethical behaviour.

  

  Business response

  11/03/2022

  Our office has been in contact with ********* *** and have processed a full refund of the work as it did not resolve the plumbing situation that had happened. 

  Customer response

  18/03/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I wondered if the complaint I filed would still show up when others search for the company information on BBB?

  I ask because I feel they would have continued to ignore me if I had not bothered to contact you for assistance.  I dont feel this is a business worthy of an ** rating.

   

  
  Sincerely,
  ********* ***

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩