I love the Internet. It's like a great equalizer. I sent an email to an address on their website and really didn't expect a reply at all. I thought I'd follow up with a phone call today, but instead, I received a reply directly from the President of the company:

Dear Mr. Sheppard,

I want you to know as the owner of The Drain Surgeon I am very embarrassed by the actions of my service techs. I have been in business for 29 years and pride myself in giving my customers top quality service. In addition., I am a very strong advocate of education and training. Each week we hold some sort of training class whether it be technical or regarding customer service. We even bring in factory reps to talk about their products including the Flushmate toilet systems. They even give the techs troubleshooting literature to keep with them to handle all their challenges. I know that there is nothing that I can do at this point, but I do hope that in the future that you allow us the opportunity to make this unfortunate experience up to you. I have advised my dispatcher, Julio to call you and inform you that your $49.00 will be returned to you. Please feel free to call me at anytime if I can some way make this situation up to you. I truly care about my clients!!!

Sincerely,

Eddie Edwards

President