Additional Information for Gillece Services, LP

On August 14, 2020, BBB of Western Pennsylvania requested that Gillece Services, LP substantiate, modify or discontinue multiple advertising claims on their company website. While some issues have been resolved, below are the outstanding challenges which can be found at http://www.gillece.com; and each challenge below is referenced by its corresponding BBB Code of Advertising principle.

- “For just $93, your drain or sewer clog is crushed and cleared away. If for any reason we are unable to open the drain and clear the clog, the service is FREE. “

1. Basic Principle of the Code - https://www.bbb.org/code-of-advertising#Basic_Principles_Of_The_Code
14. “Free”— https://www.bbb.org/code-of-advertising#Free

-“Please review the website in its entirety as there are multiple locations where “Asterisks” are being misrepresented. i.e. *Restrictions & Special Guidelines”

22. Asterisks— https://www.bbb.org/code-of-advertising#Asterisks

-““$93 or Free Clog Crusher”
For all paying customers, this special includes a five (5) year warranty which provides one (1) return service visit within five (5) years of original service call to attempt to clear original drain with a conventional cable machine. Any additional work results in additional costs.
 
“We Get to You ASAP!”
We schedule your service immediately and work around your schedule. A Gillece Customer Service Representative expedites your emergency call by swiftly getting your service request to our Operations Department who then quickly lines up and dispatches the right Clog-Crushing Technician.

“You Can Afford Quality!”
For just $93, your drain or sewer clog is crushed and cleared away. If for any reason we are unable to open the drain and clear the clog, the service is FREE. Gillece’s trained and skill-certified Gillece Plumbers are the area’s experts at clearing your clog with quick assessment, professional service and top notch equipment.”

1. Basic Principle of the Code - https://www.bbb.org/code-of-advertising#Basic_Principles_Of_The_Code
14. “Free”— https://www.bbb.org/code-of-advertising#Free
21. Layout and Illustrations— https://www.bbb.org/code-of-advertising#Layout_And_Illustrations

“Gillece’s trained and skill-certified Gillece Plumbers are the area’s experts at clearing your clog with quick assessment, professional service and top notch equipment.

1. Basic Principle of the Code - https://www.bbb.org/code-of-advertising#Basic_Principles_Of_The_Code

“In regards to the wording the Satisfaction Guarantee, anywhere this phrase is present on the website it should link to your exclusions every time.”

20. Warranties or Guarantees – https://www.bbb.org/code-of-advertising#Warranties_Or_Guarantees

As of November 6, 2020, the above issues remain outstanding in the BBB’s request for revision, clarification or modification. For more information regarding BBB AdTruths please visit: https://www.bbb.org/ad-truth/.

On August 10, 2020 BBB corresponded with Gillece Services regarding a pattern of BBB complaints: 

BBB files indicate this business has a pattern of complaints concerning consumers alleging issues with Customer Service, Service, and Sales. Consumers claim that they felt high pressure sales tactics were used to get them to agree to expensive repairs. Several customers state they were told they had terra cotta pipes that needed to be replaced, only to find out they actually had PVC pipes. Consumers allege that employees caused damage while attempting to do repairs. Customers state that they tried to schedule appointments for repairs, but that the appointments were repeatedly rescheduled, or that no one showed up. Consumers state that they tried to contact the company about their concerns, but that their calls were not returned.

On August 31, 2020 the company responded:

Gillece Services considers complaints very serious and is actively making changes to eliminate them. We have recently onboarded a customer liaison who is responsible for updating customers throughout the day and doing follow-up calls after services performed to ensure the customer is satisfied. 
When a customer has to be rescheduled we are now offering anywhere from $50-$150 credit towards any future work with Gillece Services. 
If a customer isn't satisfied with our work, or any damages that may have occurred during our visit, we send someone else out to correct the issue within a reasonable time frame.
If a customer calls in with a concern the company will return their call within 24 hours and will take the necessary course of action to correct the issue. 
Gillece Services is now both members and certified with NASSCO (The National Association of Sewer Service Companies). It is a privately-held for-profit North American trade organization, established in 1976 "to increase the awareness of aging underground infrastructure and to provide viable solutions through education, technical resources and industry advocacy". NASSCO's intent is to research, train and educate members and non-members on rehabilitation of underground utilities using trenchless technology. Ultimately, NASSCO is committed to set the "industry standards for the rehabilitation of underground pipelines, and to assure the continued acceptance and growth of trenchless technologies". Included in the NASSCO training and inspection standards is the NASSCO scoring scales regarding the structural integrity of the pipe, which is comprised of the Structural, Operations and Maintenance of the pipeline itself. So far we have multiple sewer technicians that have completed the training and certification.

BBB will continue to monitor any incoming complaints.