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:28/12/2023

  Type:Billing 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.

  September 10 2023, we had sewage backing up into our bathtub and our toilets werent flushable. We called clearly they send a very inexperienced plumber. He kept saying he didnt know, and couldnt get a camera or snake down the drain. He called his supervisor and eventually after 2 hours, he used the other toilet pulled roots from the drain and left, leaving behind the cracked pipe. We paid **** in emergency fees. Soon after same problem occurs. This time I said I needed someone who knew what they were doing. They sent 2 guys who dug up my yard since damage from the first guy they could no longer access from the house. I talked to the manager and he was very nice saying they would fix it, also saying at most would be ****, which was not the case. Now Im being charged another **** along emergency fees for the spot dig which only happened because the first guy didnt know what he was doing. They were going to charge **** and I said no since I had already paid **** for it to be screwed up. I dont mind paying for some of the labor but more emergency fees when it was their fault to be here the second time isnt right.

  

  Business Response

  Date: 05/02/2024

  Hello 

   

  We have been trying to communicate with this customers many times with no luck.

  The customer had a sewer back up emergency and SIGNED our work authorization form and we started the work to help her get her sewer flowing again. We asked her if she had an insurance coverage call service line coverage and she looked into it and confirmed an allowance of $25,000 so we told her that we would collect from her and she can submit the invoice to insurance.

  Now she files a complaint???

  We have not collected a ***** yet 

  Her sewer is working so he can use the toilet and shower.

  So now we have to spend more time and money dealing with this yet no money has been paid and services are working for her house.

   

  This is the last email we received from her 

   

  ***** * * *******************
  ***** ********** ******* *** **** **** **
  *** ** ********** ****************************************
  ******** *** ******* ****** *** *******************************************************************************
  
  **** ** *** ***** ***** * **** **** ***** *** *** ** ******** *** * ****** ****** *** ***** ** *** **** ** ************* *** ** ***** *********** ** ** ****
  *** ********* ** ***** ***** ****** ********* 
  **** **** ** ******
  
  ** *** *** ***** ** ******** ** ********** **********************************************
  
  ** ******
  
  *** *** *** ******** ** ** ****** *** ** ***** ****** ***** ** ** **************
  
  *** *** ****** **** ** *** *********** ** **** ********* ******* *** ** **** **** **** **** *********
  
  
  *****************************
  
  
  ***** **** 
  
  
  ********** 
  ****************************************************************************
  ** *************** 
  **************************************** * *********************************  ****************************************************
  
  ****************************************************
  
  *******************************************************
  
  
  **************************************************************
  ***** ** **********
  ***** ******* ******** *** **** **** **
  *** * * *******************
  *** *********************** ************************************** ********** ************************************************************** ************************************
  ******** ******* ****** *** *******************************************************************************
  *********** ****
  
  ** ******
  
  * ***** ******* *** *** ** ******** **** *** *** * ****** ***** * ********
  
  **** ******* ******** ***** ** ** **** *** ** * ********* ******** *** *** *** ********** ** *** ********* ********
  
  ** *** *** **** *** ******* ** *** ********* ******* *** ** **** ****** ******* ** ** ******** * ******* *** ******* ** *** ****
  
  ****** *** ** **** ** *** **** *** ********* *** *** *** ***** ****** ** ****
  
  
  *****************************
  
  

   

  We are happy to work with the customer if she communicates and we see an effort was made to make this complaint. 

   

  Yet how can we resolve this if the customer does not talk to us 

   

  I just tried to call again now and no answer and no messages aloud 

   

  I understand the customer has a business running onsite in the guest house which may be a reason she cant get back to us but we would like to sort this out asap.

   

  We are bring pro active but this will only settle if the customer communicates.

  ******************** explain to me how the customer can send this (Our insurance is ***** claim number ********.) and we are to sort this out ???

   

  We need the 

  Adjusters name

  Adjuster phone number 

  Adjusters Email 

  Thank you

   

  ***********;