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:26/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I hired Point Grey Plumbing & Heating Ltd. to install a new sink at my home on March 7, 2025. During the installation, the plumber acted negligently and caused significant damage to the sink, which was brand new at the time. The glass sink was cracked due to careless handling.I attempted to resolve the issue by contacting the company directly. I reached out to the supervisor, but they repeatedly gave excuses such as being too busy and have not taken any responsibility for the damage. Despite my efforts to communicate and find a reasonable solution, the company has not offered any form of compensation or shown any willingness to address the problem.The cost to replace the sink, including parts and labor, is $3,000. This situation has caused considerable inconvenience and unexpected expense, and I am disappointed by the lack of accountability shown by the company.Desired Outcome:Reimbursement of $3,000 for the full cost of replacing the damaged sink (sink and labor)

  

  Business Response

  Date: 04/04/2025

  Hello,

  We reached out to the customer and made arrangements to go back to look at the sink.  There was a small crack near the drain of the sink.  We took pictures of everything and have reached out the supplier which they purchased the sink from.    We believe that the crack was a defect from the manufacturer and are working with the supplier to have it replaced under warranty.  We do a significant amount of work with this supplier so we are confident we can have this resolved and replace the sink for the customer.

  We have informed the customer of the steps we are taking and will continue to update them going forward.

  Thank you.

  Customer Answer

  Date: 13/04/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business regarding complaint ID ******** and find the response satisfactory at this time. However, I expect to see tangible progress in the replacement of my sink before I consider the matter fully resolved and their responsibility fulfilled.
  
  
  Sincerely,
  **** *****
  
  
  

• Initial Complaint

  Date:07/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 July 9, 2024, a plumber unclogged my slow kitchen sink. He was in the house for a total of 1.25 hours. I received a bill for 2.5 hours of work for a total of $504.I asked for the bill to be corrected to reflect 1.25 hours of work. Strangely, they threatened with collections, even though it has been 28 days since the work was done and I am willing to pay. I've never encountered this aggressive customer service and I have owned 2 large homes in ********* (I have hired many trades people peacefully).

  

  Business Response

  Date: 15/08/2024

  To Whom It May ********************** Sales Manager **** has reached out to the customer ***************** and came up with a dollar amount to the invoice that she is satisfied with, original invoice $504 was reduced to $346.50 that has been paid,
  I spoke with **** to hear her issues and she sent me an email that detailed her experience with Point Grey. We are reviewing internally her suggestions that will help us do a better job for future customers.
  
  Regards
  *****************************
  Point Grey Operations Manager

  Customer Answer

  Date: 15/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Hopefully lessons were learned from this so that every future customer is treated with respect, rather than aggressive hounding from the billing office without a manager available to easily solve a billing adjustment. A manager/owner needs to be reachable within a business day, instead of waiting a week, by which point I had contacted the BBB. If a manager is away from work, a back up plan needs to be in place. 
  
  Sincerely,
  
  *******************