BINDER PLUMBING & HEATING INC

"We had originally scheduled our appointment with the client for April 28th. We called to verify someone was home when our technician was on his way from his previous appointment. We had to leave a message. We had blocked off 2 hours of time for the service call. We finally got a call back from (Members name removed), stating that he would have to reschedule. What about our time lost? We reschedule to Friday, May 8th. When our technician arrived (Members name removed) took him around the house to show him the various drains that were clogged. Our technician explained to the customer that the drain issue he was having at the various locations was consistent to the main sewer line being backed up or compromised. The customer decided he did not want a drain clean done that day, but wanted to find the source of all the issues and elected to have camera & locate done the Following Monday, May 11th. Our office called (Members name removed) and spoke with him about the charge for Monday being $525.00. He said ok, and wanted to know if there would be a charge for today’s visit. We told him since he is having the cameraings done on Monday there would be no charge for Friday’s visit. He again, we did not charge the customer for our time on site on Friday May 8th. On May 11th, Our technician arrived with the camera and locator. (Members name removed) agreed that he wanted the main line camera’d from the clean out in the basement to the street. We camera’d as far as we could and then could not camera any further. There was a blockage or compromise in the pipe. Our technician camera’d from the outside clean out and ran into a blockage, meaning there was something inside the pipes or the pipes were compromised. The homeowner wanted David to camera again from inside the house to the street. Typically we charge for each cameraing. We did 3 separate locate and cameraings that day and only charged for one. We were trying to help the homeowner understand what was going on. Our technician was told that the county was coming out to look into the outside clean out to the street. The customer paid the service fee of $525.00 as quoted. We told the customer that they would need to get a quote for replacing the sewer line. That was the last we spoke to the customer. We have tried to be accommodating with this customer, by explaining all of our steps and results. We feel their lack of understanding as to how the draining of the house fixtures work, led to their misunderstanding. Even after two different plumbers tried to clean the lines unsuccessfully, they agreed that the line was compromised and needed to be replaced. We will not be refunding their cost for the service. Our cost for the service an rental fees equated to the fee that was billed. We have forwarded the video of the camering to (Members name removed) home address by fed ex home delivery – adult signature required for delivery. The file was too big to send by email. It was over 160,00KB."