Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5 Years ago I engaged P. G & D to replace 3 storm water drain tile from front of house to curb. During installation issues developed presented by either the contractor or installer that necessitated altering the original plan. Half way thru the project I requested the presence of the contractor-salesman but was informed that he was no longer with the company. The end result was 6-8' tile from each of 6 down spots collected by a main line on each side of the house ending at the curb. This resulted in the distruction of a superior of perfectly functional system of 6" PVC along the foundation all 3 sides of house. this could be called a scam. 4 1/2 years later worker next door noticed during a rain that water was being forced from ground around downspout on west front corner with enough force to kick dirt upon the riser. With 6 months remaining on warranty the "new" management implied this would be resolved. Also informed that the people responsible for the job were no longer with the CO. Following 6 Mo. provided 6 worker visit. The 4th visit discovered water standing in main line & that a regrade of that line necessary. Allan called from office & scheduled a crew to regrade 30' of tile on west side to collect sump pump & 2 down spouts on Aug 22. Aug 22 the sump pump down spout connection was redone with a (INELIGIBLE) rubber changed to and of main line that was NOT REPLACED. (5th visit) 1st rain 10 days later produced same phenomenon at rear connection that was 1st noticed on front 6 mo. earlier. Visual evidence of this sent to company. 6th visit followed with a check of the hook-up determined to be off and left with the comment that the company was not qualified to do more on this. Enclosed letter followed a few days later that apparently is an effort to legitimize denial or ignorance to do more on this. The "now" management had 6 mo. to make things right & failed. The philosophy has not changed. How can these people freely service critical residential info structure with no type of accreditation required of plumber & electrician w/ simpler responsibilities? One aspect of this failure not addressed is the possibility that the 3" tile exiting at the curb is used throughout. this would be violation of the required 4" code & of course reduce conductivity potential of the system.

  Business Response

  Date: 12/14/2022

  There are a multitude of either uninformed or inaccurate accusations presented throughout this incoherent complaint. Firstly, the personnel or staffing that may have been employed at the time of the initial estimate, then installation date, to present day warranty related work, is irrelevant. Our work has been fully guaranteed since the invoice was composed on 12 October 2017. As such, we have returned on numerous occasions to inspect any issues or concerns of which the complainant had previously alluded; all of which, to date, have been unsubstantiated.  They have not been able to provide any evidence of a concern directly correlated to our work.
  
  
  Citing the claim that there was an existing 6" PVC system around the home is also false. Such a system is used for commercial grade properties and would have no use on a residence of this type or size, and did not exist at the time of our installation. It is also standard operating procedure to tie-in the downspout locations into the main line, thus dispensing the flow of water. Per our work scope, we completed a 4" 3000# poly pipe, of which is not "cemented" nor solvent welded via glue. Again, another element that adheres to our estimate. 
  
  
  Per the claim that at the time of the "4th Visit" there was water in the line. It is not atypical for any type of drainage line to have minimal settling. This would have allowed for there to be gradual "bellies" in the line. However, these are insignificant and would play zero bearing in a line back flowing. That said, per request, we did return to dig up at the risers to verify that they were installed properly and connected. Additionally, we camera inspected the lines, water tested and confirmed that they are flowing and clear. 
  
  
  Beyond this, we mobilized our Service Manager to personally inspect the system. Similar to our previous findings, we confirmed that the underground drainage system was functioning as designed. We noted that the downspouts and/or gutter system could be inspected, of which the homeowner vehemently refused.
  
  
  To date, the complainant has yet to prove anything that would warrant another return trip to assess the system. At each turn, we have mobilized and confirmed our work was completed to the proposed scope and functioning. The hearsay of a neighbor is not credible. However, we are Surely bonded and have our Contractor's & Sewer Licenses, despite the claimants statement that there was "no type of accreditation required of a plumber..." We stand by the work we complete, as it is guaranteed within the 5 years of craftsmanship and labor. Our exceptional reputation in the community, reviews and nearly 40 years of business in the Greater Columbus Area has continued to illustrate our professionalism.

  Customer Answer

  Date: 01/04/2023

  This statement confirms the company policy of no responsibility for the actions of employees dispatched to service. 
  
  False & unsupported. 5 people have exposed this 6" tile, myself, my son (who helped me patch a break I made years ago) and the contractor & 2 installers who broke the end to make their new connection! (dippoured from co.) 
  
  Only camera on property was prior to Aug 22 when the 30' of regrounded line was scheduled & not accomplished. 
  
  Enclosed photo sent to Co. at the time. Water is visible ongoing out 2 hrs. after rain passed. I stood in the rain & watched water bubbling out of ground w enough force to kick dirt up out of the riser. This was the 1st rain 10 days after the Aug 22 visit.
  
  These authoritative, unsupported statements are an insult. Reminds me of the Wizard of Oz. This company's action the past 6 months makes further personal communication futile. I would greatly appreciate your professional evaluation of this situation. 

  **** ********

  Business Response

  Date: 01/16/2023

  To date, we have received zero documentation that would prove that there is any issue with the underground drainage system that was installed. At each request, a concerted effort to work with the customer was completed and at the time/money of the company. 
  
  
  The unsubstantiated complaints have not been identified and at each return trip, our technology/labor has confirmed the work was completed correctly and the system functioning properly. We have and continue to uphold our warranty on related installations as is proof with the more than a half dozen occasions we have visited this property without any clear direction/issues observed from the customer. We consider the job completed to the appropriate specs estimated and the issue closed.

  Customer Answer

  Date: 01/23/2023

  I think I will need to find another direction for the disservice we've been dealing with the past few months.

  I'm sure you've administered the BBB protocol well.

  Thank you

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had this company come out to install a new drainage pipe from my gutters to the street in October 2021. The city of Upper Arlington was replacing parts of my sidewalk this week and I noticed that there was no pipe visible in the dirt under the removed sidewalk and no connection to the drain hole on the street. I contacted Dave F******** who said he was the owner. Despite a "5 year warranty", he refused to come to my home to see the issue I was having. He said what I saw was not possible and he did not have time to look at it. I

  Business Response

  Date: 09/02/2022

  Good afternoon, ******.
  
  We have been notified by the BBB of your complaint and want to offer a response.
  
  Firstly, thank you for your review. We encourage and appreciate all of our customer's feedback, whether it be positive or constructive; all of which are shared with our teams during their weekly production meeting. However, to insinuate that we have not completed your project per the estimated scope, nor will we honor our warranty, is not only misguided but slanderous.
  
  As it pertains to your concerns, it was explained to you in depth by our Drain Division Manager, Alan (not Dave, nor our Owner, Kevin), that this situation has zero correlation to the work scope we completed at your property on 4 December, 2021. Our work scope included installing approximately 108 LF of SDR from three downspout locations dispensing at the existing curb hole. All technician notes verify that work was 100% completed. Over the course of the last nine months, we have heard not one request from you to revisit our work and not one concern that the water was not adequately draining as designed. Given the record amounts of storm water we have incurred over the last year, one would assume it be readily apparent that an issue would have presented itself in your yard, should our piping not dispense to the curb - especially given your keen powers of observation. That said, we did recommend you water test from your downspout to verify where that line has been severed -  a suggestion of which you did not seem interested in heeding.
  
  
  You had previously alluded to excavation work that was being completed out front of your residence, specifically, the sidewalk. Thank you for providing the images, as they clearly depict that machinery has not only removed the sidewalk panel, but additionally the piping and soil directly from the curb hole we previously installed. Please note, the pipe was clearly broken/ripped and not a straight cut end as we would have otherwise installed. As it was explained during your phone conversation on 31 August, our warranty does not cover damaged work by another. Simply put, we warranty our craftsmanship and functionality of our installation. Given the type of work being completed in front of your home, the contractors who had removed the piping over the course of their excavation would be responsible for making the repair - something we are most certain will be completed before their project is concluded.  
  
  
  We utilize the camera technology to diagnose the lines, determining their condition and functionality. If the line has been removed by others, it would serve no purpose for either party to mobilize to see your broken pipe. This is standard operating procedure. If the piping has been compromised by another and not adequately taking water away from the home, we can provide an estimate to replace - however they are ultimately responsible. Evidently, there is a disconnect as to the value given and overhead involved in mobilizing a three man crew with 100k dollars worth of equipment. However, I encourage you to attempt to rent either a camera or snake for a day rental, you would be investing ~$750/day to self diagnose your previously known to be broken pipe. 
  
  
  Certainly, we regret that you believe there was inadequate work performed at your property. As a company, we pride ourselves on the customer experience and with all certainty, I can attest that the work was completed per the adequate scope and a deliberate act to harm a customers home or do them poorly simply does not exist in our culture.
  
  
  We are always available to answer any of your questions or concerns and wholeheartedly regret that we could not live up to your expectations.
  
  
  That said, given the facts as we know them, we strongly ask you to reconsider your factually inaccurate and slanderous comments made across numerous platforms.
  
  
  Team PGD

• Initial Complaint

  Date:05/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Professional Gutter and Drain (PGD) in November of 2020 to replace our gutters and  inspect/clean our drains. In March of 2021, the gutters were replaced and the drains were  inspected. After PGD inspected the drains, they determined the drains needed to be replaced.  Attached is an estimate and a description of what services they recommended for the drains. In  May of 2021, the drains were replaced. We paid for all services in full.  

  
  In winter/early spring of 2022, low spots and areas of soil erosion developed in our front and  back yard in areas that were standing in pools of water when it rained. The walkway to the front  door began to flood and the concrete walkway sunk down and away from the front porch. The  driveway has also sunk away from the garage floor and is rapidly cracking. The flooding areas  and water continue today to affect the landscapes and hardscapes on the property. Pictures of the  damage so far are attached.  

  
  I called PGD in May of this year, 2022, and asked them to come look at the property to see why  these things were happening. I explained we had no issues with these things before we had the  drains and gutters replaced. The PGD representative I spoke to asked if we have a sump pump  and I confirmed we did. He said they missed the fact that we have a sump pump- he didn't see it  in our history and said it could be because they didn't tie in the sump pump to the drain work  they completed in 2021. He said he has seen this happen once every couple of years where the  sump pump is missed and it can create some problems. He said they should have asked if we had  a sump pump when they first completed their assessment of the home. He offered to scope the  new drains with a camera to make sure there were no blockages that could be causing the  water/damage. He offered to ensure our sump pump was connected to the drain system.  

  
  He sent a PGD employee to our home on Friday 5/13/22 to assess these two things. We could not  be there because we were at work. We provided no consent to have any work completed. We  only asked them to evaluate the situation- by scoping the drains with a camera and assessing the  sump pump situation. We received a voice mail from a different employee (named Mike) on  Friday 5/13/22 letting us know he was leaving our home and that he had "just completed the  work that needed to be done on the back right corner of the home. We dug up and rebuilt the riser  and sump riser so everything is attached and flowing well there now". I left a message at the  main office asking for a detailed account of what they found during the assessment and to clarify  what work they completed. A representative from the office left a voice mail to let us know they  would call by the following Monday after they reviewed the reports by the field worker to let us  know what they found and what work they completed.  

  
  PGD never called us back and never provided a written or verbal report of the findings/work  completed. I have since reached out to PGD numerous times by phone and email to get answers  and they have completely stopped responding. We have obtained estimates for replacing the  driveway and walkway and to repair the landscaping and are looking at approximately $25,000- $30,000 in repairs for these damaged items. We would like PGD to cover these repairs and also  cover the cost of having our home's foundation inspected and repaired in the event that any other  water damage has occurred.
  
  

  Business Response

  Date: 06/10/2022

  Good Morning,

   

  The work scope completed was as estimated. During our initial onsite drain service, we identified that the underground drainage lines at the front entry area of the home were compromised and recommended replacement. Additionally, we camera inspected from the rear downspout and "saw sump connection." The sump is clearly identified on our schematic from the onsite report and technician notes.
  
  The low spots of soil erosion have no correlation with the new lines installed nor the sump. The lines we installed are taking storm water from the roof/gutter system and dispensing at the curb. Water gathering at the sidewalk/landscape would be an issue with grade - something Professional Gutter & Drain is not responsible, nor do we offer that type of work. There simply is not enough head pressure through these lines to cause that type of damage. Unfortunately, the complainant is misinformed.
  Given images we have obtained via Google circa 2019, the driveway and sidewalk in question, looks identical to the condition it is in today. Please reference the attached