Bigfoot Pumping & Thawing

Hi Ratchanee Munmoha, your review means a lot to us. Thank you for choosing Bigfoot Pumping & Thawing

Michael Darr, thank you so much. Be sure to let us know what we can do to turn your 3-star review into a 5-star one. We appreciate your feedback so we can continually get better. Thank you, Bigfoot Pumping & Thawing

I apologize if you feel you feel you were not treated fairly. You emailed us on 1/27 we tried to call the only phone in the message a 490 number, it would not take a message. We sent you an email on Monday at 8:23am you never replied. In looking the only phone number, we received is the 490 number. You called and schedule Monday and within 30 minutes called back to cancel. We never called you. When you called, we told you we would put you on the list and call when a truck was available as we tell everyone. When it gets cold like this, we can receive over 100 calls, we tell everyone to call around because we know we can't get everyone and some people depending on their problem shouldn't wait too long. We can't tell you when because it could take an hour or several hours depending on the job there is no way to predict how long we will be at someone's job. We tried to explain this as we do with everyone. We hope that you were able to get your problem figured out.

The job request was written as Drain line for washing machine is backed up in laundry room do work during normal working hours. There are two buildings on one main line with no outside cleanout to clean the main sewer line. Started on job at 2:30 with property manager present. Steamed line from washing machine drain line. The line open there was no back up. Ran water property manager was in other building, but never said anything about there being a problem there. Property manager and I ran water in wash sink and other locations in building nothing backed up. Left job, shortly after leaving received radio call that washing machine was backed up again. Returned to job started to steam line, ran water had steam at airvent indicating line not backed up. Property manager showed up we went to other building found tub in unit 2 had food debris in the tub, cleaned up the food and ran the tub until it should have backed up, nothing backed up everything was draining. Tenant was there and hard to understand, but we understood from him that the sink had not been draining for some time. Went behind building to look for cleanout no cleanout found. Only charged for an hour, actually on location for 2 hours. Told tenant not to put grease or food down sink drain, appeared by items in kitchen that he was possibly dumping pots of food debris down line. At 6pm received a call that the tub was plugged again, since customer did not want after hours, we told property manager would go back next day he stated that would be fine. Arrived next day, found water in tub, snaked tub drain everything went down - ran water until it would have backed up checked everything was draining.First problem is callout was for a washing machine drain, which never had anything to do with the actual backup, why this was reported as a washing machine drain we do not know, but that is what the property manager stated in the writing request. Second the owner believes that when the washing machine line was steamed it caused the bathtub in the other building to back up, this is impossible and we tried to explain to him, but he either did not understand or just did not care. We were there three time, they got charged for three times less 2 hours. There is no way to make a steam hose go from a 2 inch washing machine line to a 3 inch to a 4 inch and then make it go up steam all the way to the other building. The main line was always open as indicated by steam at the airvent. It was not until the second callout that the property manager took us to the other building to see what was going on there. This miscommunication could have been by a lack of English from the tenant. We did tell the owner he needed an outside cleanout and that we have been to this building in the past where it took several hours to get the line open. We do not feel that we did anything incorrectly here and that the problem was caused by food debris being put down the sink and a lack of communication from the tenant. As for pricing if the washing machine line had actually been backed up and we had to go back there would have been an adjustment on the bill or no additional bill, either way we only charged for 3 callouts and not the extra time we spent on the job, when we could have been doing another job.