Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Plumber was hired as a third party contractor for a dishwasher installation. He refused to make a hole to run the water and drain lines for my new dishwasher. This is why I paid extra money to ensure that if there was any additional work to be done, it would be completed. He refused to do the additional work...which was fine as he has the right to refuse work. However, his actions afterwards were uncalled for. He took apart the entire drain line and piping that came with the dishwasher. He had only put a small thin plastic bag with a rubber band over the drain line so that when I would go to use my kitchen sink, all of the dirty water and it's contents would leak into my laundry room below and ruin my washer/dryer. If I had not pulled out the dishwasher to look for the hoses, and drain line and gone to the basement to check; the result could have been disastrous. Do not recommend.

  

  Business Response

  Date: 20/06/2025

  We are aware. The male of the couple was the one who our technician had the the most interaction with. The male was immediately aggressive from the moment we entered the home. We began to hook up the dishwasher(dw). Upon trying to push the dw in the full bottom of the new dishwasher could not clear the piping coming up through floor. At this time our technician explained to the male that pipes would need to be moved in order to allow his new dw to slide into the opening. The tech explained that would be an extra charge,at this point the customer became even more aggressive and physically intimidating. The customer was irate and yelled at our technician saying this was included in his install and demanded the extra work be done for free. Our technician became scared and felt very threatened to be in the home and called the manager who told him to discount what he had connected so as the dishwasher could not be used without being fully installed properly. The technician went back to the door to install a better cap for the drain line but was locked out of the home and customer would not answer the door. There is no extra sold by trail that would include moving of piping. This is printed on their receipt " All extras will be quoted by installer onsite  ." To our knowledge they approached Trail in the same manner and was refused the installation also. This is way they are looking for someone to complete the job still. The female then called our office where she spoke to our company owner. She began telling her situation to her but would not let ******* respond to her at all. She even stated that she knew her husband is aggressive with trades. We unfortunately do not and will not put our employees into situations where they feel threatened or unsafe at anytime. Our commitment to them is that they can come to work in a safe, non aggressive, racist free environment. For this reason we will not be returning to help them.

  Customer Answer

  Date: 20/06/2025

  
  Complaint: ********
  
  I am rejecting this response because: There was no male on site. My husband was at work at his own construction site. The account from the technician is false. The technician was already running more than an hour behind schedule and was frustrated from his previous call. The technician was becoming aggressive with me in my own home, and when I called the company that had contracted them, they didn't know what to do other than refund our money.  I had to call another more qualified plumber to complete the cost; and they did it at a fraction of the cost. This company is unprofessional and unreliable.  I would ask the BBB to not give the rating it does, as they are a sham.  What plumber goes to site without tools?
  
  Sincerely,
  
  J ********