Complaints

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Clogged drain on 11/23/22. Atomic found hair in drain, less than 2 weeks later bathroom completely flooded again at 2am as softener system was cycling. Didn’t do thorough job, called and no answer. Over 20 shop vacs full of water had to be dumped outside, a refund is necessary at a minimum.

  Business response

  01/09/2023

  In response to ID *********

  First, I would like to offer an apology on behalf of myself and my company. I have always strived to give my customers our best work and value their complete satisfaction. Had I been aware of this situation I would have willingly sent someone to assess and clear any additional blockage.

  This customer states in his complaint that he called and no one answered. I have an answering service that answers my business phone twenty four hours a day three hundred and sixty five days a year. I contacted them and asked them to review my call log. They log every number that comes through my business number whether it be a potential customer, a sales person, spam etc. I have enclosed a copy of that log.

  The only call recorded coming in from this customer is November 22, 2022, the day he called to schedule service on November 23, 2022. If, by chance, he called our technician directly, no, that number would not have been answered.

  Our technicians are provided with a phone to allow me to contact them with their schedule and to allow them to call a customer with an approximate time of arrival. They would not answer a call from an unknown number. However, if the customer would have left a voicemail the technician would have relayed that information to me and I would have returned his call.

  The drain in question is a shower drain that the customer has his water softener draining into when it regenerates. The shower line was snake and hair retrieved. Water was run and the line was open and working properly when my technician left and continued to work properly for 2 weeks.

  We guarantee drain lines remain open 6 months only if roots are the cause of the blockage. We cannot control what residents put down their drains therefore only guaranteeing against roots. The fact that the customers line did not back up for 2 weeks tells me that the line was open and unblocked when my technician completed his work. If not the line would have backed up immediately.

  I have no issue with refunding the customer's money. I have enclosed a copy of the refund check.

  Again, please understand had I been aware of this situation I would have made every attempt to help resolve it with the customer.

  Sincerely,

  Atomic Sewer LLC

  330492-1000

  Customer response

  01/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  **** ******

*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. ↩