Complaints

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Lexrotor was called to my house on 5/20 for a main drain blockage, so I assumed. We had sewage coming up out of our basement toilet and a drain in our laundry room. When the two employees arrived. ****** *** ****** confirmed our suspicions of it being a main drain back up. They quoted me a price of 299 to remove the blockage. Marcus stated that the blockage was at 25 feet which included female products, hair and tree roots. I ask if he could go any further, he went an extra 2 feet and There’s no need to go any further because it’s clear those additional 2 feet. I paid $300 cash they gave me a receipt and left. They seated the toilet back, but it wasn’t done properly. Contacted them to see about having them come back out and do it properly as there was water coming from underneath the toilet. Fast-forward to June 14 came home to a flooded basement again due to the same mainline being backed up. Contacted Lex rotor received after hours dispatch that said there would be a fee for them coming out because it was after hours and that if the blockage were before the 25 feet I would be responsible to pay for that which is totally understandable, but if it was further than the 25 feet I would only be responsible for the after hours fee which is not OK. Mark had said that if there were any issues within a month we could contact them back as long as it was further than 25 feet would open it for free once they were going to charge me again I contacted another plumber, which came out and unclogged my drain and the blockage was at 30 feet. I asked for management to contact me. They said they were unable to get in contact with their managers and they would leave a message. I have yet to hear from them and more than likely, I probably won’t because , the girl who took my phone call didn’t ask for any of my information. I would like to be reimbursed my amount that I paid to have my drain unclogged, which obviously was not properly done.

  Business response

  07/24/2024

  Thank you for your feedback. I see where the tech was there on 5/20 and opened your line at about 25 feet into the line but we always run the line at least double the amount of feet of where the blockage is. In this case, he ran a total of 75 feet but got the line open at 25 feet (Hand written ticket from technician is attached for record). On this ticket, you will also see where the homeowner pulled their own commode and we did not charge to reset the commode, which we normally do charge, if we put it back. 

  On Friday, 6/14/24, when the 2nd occurrence happened we were on the way to the home at 1:40 PM and the job was cancelled by the homeowners, at that time, the service would have been at no additional cost. When you called back, the same night, on 6/14/24 at 10:30 PM we were into overtime service and did have additional cost for the after hour services part but the drain cleaning service is still in warranty.
  
  I do understand you were upset that the office staff could not tell you over the phone if it would be an additional cost on Friday at 1:40 PM but every situation is different. Most often it does lead to a 'recall' situation but the tech does have to determine this on site. That is the reason we always offer free estimates to all customers for the tech to decide that on site but you canceled the service during the day before the technician was able to determine this by looking at it himself. I do believe you would be extremely satisfied with our service if you did not cancel your service during the day. We do not usually offer guarantees on work with tampons in the line but do with roots. 
  
  We pride ourselves on being 100% up front and honest with every customer both on the phone or on site. I am refunding your money by a check sent to your address.

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