Complaints

• Initial Complaint

  06/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On September 16, 2022, Clean Line came to clear the drain at my rental on *** ******* ***. Before the visit, I had a clear understanding on how much it will cost. I was informed it will be $110 and it might take less than an hour or an hour. I agreed to this with a clear message that this will not be more than $110. On the day of visit, I was asked by the receptionist to go to the property and pay the Techinician. I told the receptionist that I have other matters to attend to and I gave her my credit card with emphasis on how much we discussed and what I'm willing to pay for the service. I was assured that it will not exceed that amount. I later found that giving out my credit card was a HUGE mistake. I was charged $179.77 on my ******* *** credit card. I was shocked by this; I only expect $123.20 ($110 + taxes). I called the office to complain and the receptionist promised to call me back. I did not receive that call till today, October 6th, 2022. ** ** ** ********** **** ***** **** **** ********* ** *** ***** ** ****** *** ** ****** ****. If I had gone to the "site" and pay the Technician, this would not have happened to me. I seek refund of $56.57, Thank you.

  

  Business response

  21/10/2022

  To whom it may concern,

  I have reviewed the original phone call with the dispatcher. The customer was told the toilet line would be $110.00 to clear.
  He was also explained there is a standard $10.00 fuel fee as well as $5.50 shop supplies.

  Unfortunately we had to remove the toilet which was an additional $20.00 and a new wax seal was required which was $15.00.

  These charges were not explained properly to the customer.

  Based on this evidence I am prepared to refund the customer $35.00 plus applicable taxes ($39.20)

  Regards,

  Jeromy ****

  
  

  Customer response

  27/10/2022

   
  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.
  
  Sincerely,
  
  Adekunle ******** *********

• Initial Complaint

  12/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  - August 2/22 - 1,751.50 - Installation of battery backup sump pump system - Plumber damaged existing sump pump alarm sensor and could not re-assemble the unit without the house alarm sounding. I had to call the alarm company that I contract with to walk him through a temporary repair, which was very stressful. The repair was poor and the assembly was no longer usable. I had to schedule and pay the alarm company to remove the unit and disconnect from the house alarm. I notified the estimator prior to accepting the quote that I had an alarm sensor and he advised it was no issue. Also, the company over charged the quote by $15.5 (1550 * 1.12 - 1751.5=15.5) - The business has ignored my request for any corrective action - Invoice *****

  

  Business response

  23/08/2022

  Business Response /* (1000, 5, 2022/08/19) */ Hi there, Michael had requested estimated pricing for the sump pump battery backup system by email July.19th/22. On July.20th/22 Michael confirmed that he would like to proceed further with the scope of work for the quoted price of $1550.00 plus applicable Taxes. The installation was scheduled for August.2nd/22, Our plumber arrived at 10:25 AM to commence his work. Associated requirements included temporary removal of the existing sump pump + hardwired alarm to properly install additional battery back up equipment within the pit. Michael had provided photos to reference existing site conditions prior to the installation, along with a brief discussion to inform the client of our necessary requirements for a seamless installation. It was mentioned over the phone prior to the installation date, the possibility the alarm may trip or require temporary monitoring to avoid any trouble as we have experienced this with our other clients in the past.. The photos shared via Michael, indicate the alarm was originally altered, disturbed, or improperly installed prior to Cleanline's attendance which makes it difficult for our plumber to perform his task without accidentally activating the alarm. The sensors are quite sensitive, some are activated by a buoyant float while others would have a water activated node that energizes the alarm. ******************************************************************************************************************************************************************** Common practice, the alarm is either supported using an appropriate bracket/zip ties or sealed directly into the top of the lid built onto a bracket which makes it simple for a plumber to disconnect the alarm safely without tripping the audible alarm. In most cases, the homeowner can walk directly to his alarm panel and isolate/mute the audible alarm until work has been completed without issue, The client may have an older alarm system that doesn't present him with the ability to do such actions. While the alarm was activated, Michael sent us an email on August.2nd/22 at 12:59PM stating "Please note that the installation was today. The float assembly for the alarm was disassembled and the plumber struggled to put it back together without causing the alarm to sound. I called City Alarm to walk the plumber through the fix, the assembly still looks rough and I will have the alarm company remove it next week at my cost. Please follow up, thank you. " Immediately, we contacted our plumber to ensure everything was going ok with this installation, to which he had assured me standing directly next to Michael that everything was going well. "We just accidently activated the alarm" the plumber had mentioned On August.11th/22 we received another email from Michael following up further regarding documentation for his invoice, *** Rewards, and an overcharge that accidently occurred. Our plumber made a mistake as he was initially asked to collect the final total of the quoted pricing on-site from Michael upon completion. Standard residential calls are subjected to additional service fees/fuel charges. Under this circumstance those costs were already included within the reflected quoted pricing offered. We apologize for this inconvenience. We returned our response in August.15/22 informing Michael of the following, - The invoice was automatically sent on August.11th/22 - Email confirmation was sent regarding your *** rewards - The incidental overcharge that occurred of $15.50 was reimbursed to the client already All actions were completed prior to the client opening this claim. In good faith Cleanline plumbing will commit to reimbursing the client the total of $85.00 dollars, as he was already reimbursed the $15.50. We ask that Michael provides proof of receipt from *********** service invoice to verify service technicians' notes/total costs of invoice. Had the alarm been installed correctly in the first place & proactive tips performed to avoid alarm activation, I'm certain this stressful experience Michael references could've been mitigated. ********************************* Thank you for your time, Consumer Response /* (2000, 10, 2022/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I disagree with the narrative provided by the vendor: - Temporary disconnection of the alarm was discussed and I did schedule that with the alarm monitoring company along with disconnecting the power to the system. The issue is the plumber could not reconnect the assembly without triggering the house alarm, meaning the house alarm could not be used. With the assistance of **********, the plumber was able to patch the assembly so that the sump alarm stopped sounding and the remainder of the house alarm could be used. - ********** removed the damaged assembly from the sump pit and disconnected from the control panel, I do not have the expertise to disconnect zones from a wired home alarm system. I contacted the company and confirmed that the service call would not be charged but included with my monthly service package. They advised that new parts would have been charged, but that disconnection was considered maintenance. I have attached images of the pit and the cut wire to prove that the zone was removed. - I was completely transparent with the vendor of the sump pump alarm assembly, including images attached with my formal approval of the quote. ************************************************************************************************ had I been instructed to have the assembly removed prior to their visit or that reassembly was not assured, there would have been no issue. - I have purchased a WIFI water sensor to replace the functionality that I lost, I do not need any further reimbursement or contact from the vendor.

• Initial Complaint

  10/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On April 11, 2022 we had clean water backing up in our basement. We called service people who came within the hour to suck up and pump the water out. Because the sewer wasn't working we called Clean Line to solve the problem. They sent a service person the following day who wasn't able to solve the problem as he couldn't find the sewer clean out and almost succeeded in breaking open the back flow valve. He charged us $297.37 and said he would be back the next day. I didn't feel very confident with this person as he opened a floor valve which allowed sewage onto the floor which to this point was clean water. My husband is in a wheelchair and we had no sewer service. Clean Line came back the second day, spent a lot of time lifting carpets till I finally put an end to his bumbling. He charged me $599.77. We called a plumber who within ten minutes assessed the situation, cut in a new clean out on one of the stacks, called Matt at *** ***** who came within the hour and fixed the problem. No messing up the basement. That cost us $400. The Clean Line person should have immediately on the first day said he couldn't solve the problem and to call someone else. We are prepared to honor the $297.37 for the first day but request a refund for the $599.77 we paid for the second visit. We should have a reasonable expectation of results when calling a service person. * **** ******** *** ******* *** *** ******** *** ******** I have no invoice for day two from Clean Line.

  

  Business response

  05/09/2022

  I have no record of this work site.

  Please have the customer call me direct and we can review.

  Jeromy ****

  Clean Line

  **********

  

  Business response

  06/09/2022

  Please give me a call so I can track it in the system.

   

  Jeromy ****

  **********

  Customer response

  07/09/2022

   
  Complaint: ********  
  I am rejecting this response because: They appear to have no knowledge of the services I paid for in spite of the fact I have an invoice and visa pay slips that show Clean Line as the provider. 
  
  Sincerely,
  
  Margaret *******

• Initial Complaint

  30/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called clean line to unclogged our upstairs washroom toilet and bath drain. *********************************************************************************** 1. They miss quoted me. On the phone they said $150 with tax. After they said they were complete, he charge me $170 instead. 2. They temporarily cleared the upstairs toilet and bath drain. The tech stated he couldn't find what was causing the clogged. But failed to check downstairs toilet. As he have push the clogged to the downstairs toilet. Which now is not flushing properly. Then the downstairs toilet got really clogged which cause the upstairs toilet to be clogged again. 3. I called to get the issues checked with clean line company. But they failed to send anyone down to check their work. 4. Manager ends up calling me to state he will not come down to check, as he states the work is completed. As get frustrated as I state that now all the toilets are clogged, so the problem is not fixed, it is now worse than before! 5. I asked for a full refund, the manager refuse to refund, and instead got into an argument with me ************************* 6. I manage to call a different company to come down and fix the problem. They unclogged all the toilets, and found the cause to be a toy ball and phone charger. 7. I am happy to pay the new drain company as they found and fix the problem. 8. I am asking for a full refund from clean line, as they failed to find the cause, and made the problem worse for two days, we had no toilet to use!

  

  Business response

  17/08/2022

  Business Response /* (1000, 8, 2022/07/18) */ I have reviewed the phone calls from the original call in and the subsequent call in 8 days later. Initially he was quoted $140 for the service and $10 for the fuel surcharge. The receptionist at no time said the taxes were included. The technician attended site and removed the toilet, cable cleaned the line at which time he tested heavily with no sign of back up. The technician took videos and pictures while on site. Eight days later Chan called into the office and demanded we return for free as the toilet was backing up again. It was explained to the customer that we will charge a service call if the new blockage is unrelated to the original call. Chan then began ******* accusing us of not even doing the job and or pulling the toilet. Employee explained if it was not cleared during the initial visit that they would have seen back up almost immediately. Chan continued to **** stating we never did the job. Employee asked Chan for his email address, we then sent Chan the pictures and videos of the service being completed. Chans response by email was that his tenants don't flush things down the toilet. Which has now been proven false as another company pulled a toy ball and charger as he has stated in his complaint. It was explained to Chan multiple times that we cannot be responsible for his tenants actions after we leave, in this case flushing objects down the toilet. Based on my review the service was provided and no refund will be provided. ************************************************************************* Consumer Response /* (3000, 10, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am shocked to still hear this company Clean line refuse accept responsibility on not following up on their on previous work done. They assume my tenant push more things down the toilet, when the first time they came they claim they didn't find anything. If they found nothing then why was the toilet clog? ************************************************************************ I find this company failed to live up to their reputation, **************************************** *****************************************************************************************************************************************************************************************************************************************

*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. ↩