Job Stories
Restoring Confidence After a Basement Flood in Mitchell, SD
Service Design Specialist: Steve Howdle
Service Type: TS & XP System Maintenance
Location: Mitchell, South Dakota
Original Install Date: 2013
The Challenge
Steve met with a homeowner in Mitchell to perform routine TS and XP system maintenance. During the visit, he asked if there had been any issues since Blackburn was last on site roughly five years prior. The homeowner explained that she moved into the home three years ago and experienced a major basement flood during heavy rains in 2023.
Both the sump pump and battery backup failed during the storm. Unsure of what to do or who to call, she replaced the pump with a Wayne pump and installed a different basement battery on her own — spending nearly $2,000 in the process. The situation led to a difficult but honest conversation about system warranties, maintenance responsibility, and how Blackburn supports homeowners long-term.
The Solution
Steve took time to reassure the homeowner and explain that now that she knows Blackburn — and knows who to call — she wouldn’t have to navigate future issues alone.
As Steve dug deeper into the system, he discovered the secondary discharge line was improperly connected using only zip ties. This had caused water leakage throughout the basement and contributed to visible mold growth. Steve clearly explained what was happening, what needed to be corrected, and that the repairs would take additional time to do properly.
As trust grew, the homeowner became more comfortable and asked if she could leave for work while Steve completed the repairs. Steve assured her that was no problem and simply asked that she remain reachable by phone if needed.
Before she left, Steve also pointed out water damage along a block foundation wall and explained how a CleanSpace solution could address the issue while improving the appearance of the basement. With part of the basement used as a workout area, the homeowner appreciated the cleaner, more finished look the system would provide.
The Results
By the end of the appointment, the homeowner felt informed, supported, and relieved. Steve walked her through everything that had been corrected, answered her questions, and ensured she understood how Blackburn could support her moving forward.
What began as a routine maintenance visit turned into an opportunity to rebuild confidence after a stressful experience. The homeowner left feeling comfortable, educated, and happy — knowing she now had a trusted team just a phone call away.
That’s how Blackburn redefines the customer experience.