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:05/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Back in July 2021, I spoke to one of the representatives/technicians from Discount drain about getting an Auxiliary water meter installed in my house, I was told it was something they do and requested that I make a deposit of $200 to start the process. The technician came to my home, measurements were taken and an estimate was drafted. My credit card was charged and about two weeks later, I was told that the Auxiliary water meter was on back order due to covid. However, I was not given a duration of how long it would be on back order. I made several calls that year but nothing changed. Then last year, 2022, I called again and left a message with the receptionist who gave me a call back stating they now have part of the meter but not the complete set and they could either come and install it now or I could just wait until the complete set came because installing part of the meter was not going to help me in reducing my water bill which was the main reason I wanted the meter in the first place. So, I told her I would wait, I never got a call back again from them even after I made several attempts at calling until this year in March when I got a hold of them again and this time, I'm being told there is somebody they have to get in contact with first before they can move forward with my order. I've been calling every week since the first week of March, and it's just one story after the next. Last week I was told they will call me back and no one called nor answered my call when I attempted calling again.

  Business Response

  Date: 06/16/2023

  BBB placed a courtesy call to business and spoke to Kristin B*****, who responded to this complaint verbally. She said they are refunding the consumer the money she has paid and she will reach out to her today and get the refund approved.

  Customer Answer

  Date: 06/27/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ******

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 2/2/22 Discount Drain had two workers come out to replace my standard np shower. Agreement was it would be the same style / size as the old. The cost would be $7,495.00. And finished in 1 day. When they came out and replaced the shower I was advised the door would take a month to get. Then when looking at the shower with them I noticed it was smaller and you could see my sun flooring. I was never told the shower would be smaller and I’d have additional repair to cover with my floors. The employees unasked to use my cleaning supplies and left my house trashed with garbage and fiberglass on the ground. 4/27/22 I never heard anything back about my shower door so I called, was advised the system showed my bathroom was completed. Had the employee and manager call me so we could get my bath finished. Employee called said home depot didn’t have record of them ordering the door but would order another that’s in stock( have texts as well) set up time to come finish. 5/4/22 Spoke to manager and he said he was sorry and said that it was not protocol to do things that way. And would call me back to figure a resolution. 5/17/22 employee came out with shower door, but after an hr said “don’t feel confident we can install this correctly” and gave me a contractors name and number. They advised they will pay for the door and the contractor can do the drywall and floor. Contractor invoice is $1,247.88. Drywall was completed and he was getting ready to install the door but the door is the wrong size. Called the manager, who said it was my responsibility, then advised his employees ordered and brought it to my house. He agreed to replace and refund cost difference. Spoke agin about disappointment and he refused to do anything. Asked to at least cover floor cost, said no that he would pay 200.00. This is how it ended. A 1 day project turned into7 months. 7,500 for a job they didn’t finish and they broke the contract by replacing my shower with a smaller one and failed to disclose.

  Business Response

  Date: 07/21/2022

  Good morning ******,

  We apologize for any frustration we caused. The shower door was delayed due to a manufacturing back order. Our technician is currently at the store finding you a shower door that will fit since we have to find a different option. This issue will be resolved this morning. Based on the complexity of the shower door we could find at the time, we were not specialized to do that type of work. We referred you to a contractor we use often because he would have been able to preform this work for you and also take care of the drywall and trim board repair that we were not responsible for repairing per the agreement. 

  Unfortunately a 30 year old shower is not going to be exact in measurements as a new one, this is based off rough measurements. It is normal to to have slight difference in height and width, we apologize this was not disclosed to you. We have taken $200 off to help with some of the inconvenience. We have record that the $200 refund was an acceptable resolution for you when you spoke to our manager prior.

  Customer Answer

  Date: 07/21/2022

  I am rejecting this response because:The employee called me and said ******** had no record of him order the door, and no one followed up to make sure things were done proper.  I also didn’t special request any shower door, so when I was sent pictures I had no idea it would be a any problems. And even if the door wasn’t complex to put in it couldn’t have been done anyways cause it was the wrong size. Also in prior conversations with the manager on 5/4 I was adv it was not protocol to instal a shower that didn’t fit without talking to the customer first in case I wanted to wait or go with someone else. But then after speaking to him again on7/19 he back pedaled saying that. And lastly I was not satisfied with 200 off when I’m paying 8,700 in total now for a job that should have taken 1 day and we are going into the 8th month, and how now there is an additional charge of flooring that’s 600. my condos are not even 20 years old so the shower isn’t that old to match up in my opinion, especially since they are atill building with the same floor plans around me. I’m not disputing the drywall at all nor asking for any of those funds.
  
  Regards,
  ****** *******

  Business Response

  Date: 07/22/2022

  Good morning ******,

  Once again, we apologize for the inconvenience, we want to work together to find a reasonable resolution for you. When we located the shower door we were told it would fit your shower, when we discovered that it does not fit we worked to find a new door for you. Unfortunately rough measurements can vary over the years and sometimes that can make it difficult to get an exact fit which was the case in this situation. This should have been communicated to you by our technician and we apologize that it wasn't. We are willing to discount an additional $200 making it a total of $400 refunded to resolve this issue. 

  Customer Answer

  Date: 07/26/2022

  I am accepting the business's response to resolve this complaint, I wish this could have been resolved before this getting to this point, and they valued my time and money more to understand the disappointment I have. I’d like to add that I hope they look at this situation and realize it’s not good customer service and can improve on that in the future. 
  Regards,
  
  ****** *******

• Initial Complaint

  Date:07/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Discount Drains came out to replace a water line that was to be bored under ground coming into my house. The worker was nice and they were on time on day 1/2. This project cost $8k. I heard the techs make comments about throwing trash into the holes in the ground before they cover them up. They left my house, drive way, grass, and garage a mess. Barely cleaned up. There was chunks of concrete that were left in the yard that got ran over with the lawn mower. It has been 3 weeks since they fixed the line. I still have as of right now a hole in my driveway. They threw a board over it that didnt even cover the entire hole. Im shocked people havent hurt themselves whole walking as the hole is part of the sidewalk. Discount drains has not had the work done yet and is not communicating with me. They gave me the number of a construction company (****** ************) to call myself and check on it. They have did nothing at all and also are unresponsive. Its not my responsibilty to call their subcontractors. ****** ************ has been unresponsive as well and 3 weeks later I still have a hole in my driveway/sidewalk with no plan to remedy. I feel like completing this project has not been a priority for either company. I paid $8k for a shoddy job.

  Business Response

  Date: 07/08/2022

  Good morning ********,

  We apologize for any frustration we may have caused. We would be happy to send our manager out to address your concerns about workmanship. In regards to the concrete, there was a delay in the pour due to the weather. The heavy rain caused our contractor to run behind. We provided you their contact information so you would have that as reference since they were the ones taking care of your concrete. They have communicated with us everything is ready to go once the weather is better and we assumed they had communicated this to you as well. We apologize for the miscommunication and will have our manager contact you to resolve any additional issues. We take pride in our work and want to leave you happy as our customer.

  Thank you.

  Customer Answer

  Date: 07/08/2022

  It has not been raining for 3 weeks straight. Only the last couple days. What about the rest of the time ?

  There has been NO COMMUNICATION from Discount or ****** to me. I am calling YOU and still getting nothing done.

  Your employees have told me multiple times that ****** ************ has not been getting back with you. 

  I paid YOU !!! Manage the project.  Get my project done. Use a different concrete company if you need too !!

  I work with construction managers and **** in my professional job. I know how ridiculous this is. I know how you are taking advantage of me. 

  Nobody has followed up to make sure my project was done !!! Even after 3 weeks of calls. 
  
  Regards,
  
  ******** *******

  Business Response

  Date: 07/13/2022

  Good morning ********,

  Our excavation manager has had spoken with you on multiple occasions, as explained we unfortunately have to abide by ******s' schedule. That may not be as quickly as we would always like but they will complete the ones to complete the concrete for you and they will get it done. There are times that it does take a bit longer to get concrete poured due to several different factors. ****** is our subcontractor and we have worked with them a long time. They will complete your project as discussed, all procedures have been followed appropriately on our end. Our excavation manager will also follow back up with you this morning, if you have any additional concerns please bring those to his attention.

  Customer Answer

  Date: 07/13/2022

  The fact is your company has promised to follow up with me and then does not. I have not received a date ever or an update from your company or from ******.

  Yesterday I had to call ****** myself and threatened to call the Better Business Bureau on them. They came right out and poured my concrete. It took 15 mins.

  All I have asked for this whole time was a date and some communication. I had no problem with waiting.

  This has been a disaster. Please close my compliant now that it has been completed.
  
  Regards,
  
  ******** *******