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:21/01/2025

  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.

  On November 1, 2024, I called the office regarding a sump pump. I inquired about general maintenance practices, specifically whether I should clean the sump pump regularly due to the float switch occasionally getting stuck, likely from accumulated grease. I asked if this is something a technician needs to do or if there is general maintenance that needs to be done by the owner. (I have never lived in a house with a sump pump before and was just trying to do my due diligence).
  
  Instead of answering my question, the office suggested sending a technician to inspect the situation, implying that regular maintenance was necessary and should be done by a technician. No potential costs were mentioned.
  
  I expected the plumber to inspect the sump pump, identify the required maintenance, issue me a quote, and complete the task upon my approval. However, this did not happen. Instead, two technicians arrived, confirmed I needed to clean the grease, and left after 15 minutes without performing any cleaning. They stated cleaning isn't something this company does. They did not inform me of the cost beforehand.
  
  The service provided was unsatisfactory. I had to clean the sump pump myself, despite explaining the issue over the phone. ** * ** ** ** ***** ********* ** ********* *** ******* **** ******** ********, this was particularly inconvenient. I would have paid the invoice if the technicians had informed me of the costs upfront and completed the cleaning.
  
  My spouse has had two phone conversations with this office, trying to address these issues. Twice he was advised they would call him back, which they never did. Instead, they kept sending us "invoice reminders." When I finally had the office on the phone on January 20, 2025, to ask why they never called us back, they advised us that we never called them, which is a ***. We have a phone log to prove this. I finally paid the bill on January 21th.