Complaints

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 24, 2023 I had Emergency Drain install a new jet sump pump, plus they snaked the line from the sump pump to the storm sewer for $2000. The following day, I had them return to snake the line from the interior drain to the sump pump. Several weeks later, in September, I had a manager come over to look at the sump pump because, as I told him, it had never turned on after it was installed, even when it rained. The manager said he didn't see an issue. The new sump pump still has never turned on since then, so on January 13, ****, my basement got water. I called Emergency Drain for help, and the president called me. For the first time, he told me they offer no guarantees with that pump. He insisted I was wrong, and that the sump pump had to have been working all this time (even though it never has, and I told them that in September!) and he suggested the storm drain could be backed up (it isn't). He offered to send someone out for $275. Utterly ridiculous! Why would I give my business to a company who refuses to back their own work? They owe me a full refund of $2,000 for a pump that never worked!

  Business response

  01/13/2024

  We replaced a pump for this customer back in August. In September the customer called us to say the pump wasnt working properly, not even since it was installed. We had a master plumber field supervisor go out and make sure everything was working properly even though there wasnt a back up or any other reason to think the pump wasnt working. The homeowner merely felt like it wasnt working. We informed her at the time that the pump was functioning properly, and if it wasnt she wouldve flooded. My field supervisor informed the homeowner during this visit that she should consider installing a traditional style pump system due to the inconsistency of these type of pumps. Since September we havent heard from this customer, even tho weve had multiple heavy rains. The pump has worked all along, otherwise she wouldve flooded before now. Having said that, its unfortunate that she flooded. But I dont even know for certain that its was the pump that caused the problem today. It couldve been her sanitary sewer that caused the issue. I informed the customer that we would come out today and figure out what caused the back up and then offer a reasonable solution. She said she would call someone else. 
  Her request for a $2000 refund is ridiculous. These pumps are inconsistent at best. She needs to change her pump set up to a traditional style pump system. 

  Customer response

  01/20/2024

  Dear Better Business Bureau:
  
  I have reviewed the response made by Emergency Drain and Plumbing in reference to complaint ID ********.  When I called them for help on January 13, ****, the owner, ******************, never offered to resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

  On August 24,2023, I made a bad decision.  I gave my business to Emergency Drain and Plumbing.  I paid them over $2,000 to replace my old jet powered sump pump.  I wasn't warned that the pump would be "inconsistent", as ****************** wrote in his response.  The pump never worked after installation, which is why, in September of 2023, I asked them to look at it.  Their supervisor said there was nothing wrong.  Then he suggested I should have installed a traditional pump -- after I had already spent $2,000. My basement flooded on January 13, ****, so I called Emergency Drain, telling them that the pump they installed had failed.  ******************, for the first time,informed me he doesn't back those kind of pumps.  He refused to believe me that the pump had never worked.  He offered only to send someone out to "look at it" for a $275 charge --  he did not offer to "figure out what caused the back up and then offer a reasonable solution", as he claimed in his response.  I declined, because ****************** informed me he doesn't back those kind of pumps, so it wouldn't have made any sense for me to give this company any more of my money. 

  I hired another plumber on January 15, **** to look at the pump.  The plumber noted that the pump should have been turning on,but it didn't.  He had to adjust the hose and air switch.  Since then, the pump has turned on several times a day. 

  Emergency Drain had an obligation on August 24, 2023 -- before installing the sump pump and taking my money -- to warn me that I should not have a jet powered pump installed, and they should have told me they wouldn't back their job.  Blaming me, the customer, for having the wrong sump pump installed is irresponsible and unethical.

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

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