Complaints

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• Initial Complaint

  Date:26/07/2024

  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.

  I contacted Lyonridge Property Services to clean up the small awning in my backyard. I have already used this agency in 2023 to clean the roof so this is a repeat order. I paid them a down payment and today Jul 25, 2024, they sent a worker named **** to do the clean up. However, the worker used a wrench to loosened the hose attached to the faucet causing it to be detached from the pipe. Water flowed from the pipe/ opening and the worker blamed the status of the faucet saying it was an old faucet. He said that the faucet is soldered to the pipe. He used force to remove the faucet from the pipe. I've been using the the faucet to water the plants with the hose attached to it. Other agencies before them have used it without a problem. Now the worker said that I have a hire and pay a plumber to repair it. They will not help me pay the plumber for the damage their worker has done. The worker left saying he is not able to do anything about it because the faucet is old. I believe that if he did not use a wrenched to loosen the hose attached to the faucet, it will not be severed be from the pipe. Or maybe he could just refuse to do the work because the hose was tightly attached to the faucet. He just called me when the water was already gushing from the pipe. Now, we have to shut off the water for the entire house and wait for the plumber to come and fix it hopefully by tomorrow. The plumber said it will cost around $500 or so depending on how long the work will be done. I would like them to pay the cost of the plumbing and the damage done. I also asked them to refund my deposit because I do not want any services from them anymore. Hoping for your kind attention and attention to this matter. Kind regards,********************

  Business Response

  Date: 05/08/2024

  I can understand why ****** was so upset with what she believes was an issue caused by our technician. However, we can not be responsible for a maintenance issue at someone's home, especially when proper precautions were not taken care of for the freeze thaw cycles of the winter time. 

  For context I will start at the beginning, our technician *** arrived to clean Edithas patio awning, it is our policy to hook up to the household water via hose spigot. We typically need to remove the customers hose to attach a larger 3'4" diameter hose to supply our very large pressure washers. In the process of doing so it can be necessary to use channel locks to help loosen the hose, we find the use of channel locks helps focus our energy to the hose threads and helps us from not putting undo pressure on the piping system of the spigot. To my knowledge *** had done this and once the hose was loosened he started to undo the hose by hand, while he was loosing the hose by hand the soldered connection broke and the spigot came off allowing for a free flow of water. Right when this happened *** tried to see if it could s**** back on which it couldn't because of it being soldered. He then called me for instruction and helped the residents find a water shut off, not being able to find an isolated shutoff for that line he was able to find a cover and used what tools he had to access behind the panel and found a water shutoff. *** spent two hours of his time helping with this matter, in that time frame I was making my way there to help with what I could. Once *** has shut the water off he apologized the best he could as he had done nothing wrong and was being berated by the customer so I told him to leave and I would go talk to them. While en route I called multiple plumbers to see if they would be available to assist them and ask them how this could have happened, both plumbers agreed that it was an old fitting since the joint was on the outside of an exterior wall the expansion and contraction through the ******* and summer would have damaged the joint and it was just a matter of time before failure occured, thus concluding this was a maintenance issue and no fault of our technicians. Upon arrival by myself at ******* home I inspected the area and tried my best to explain what had happened, it was at this point ****** notified me that she had no understanding of winter maintenance and had not done any of this in the past. Upon trying to explain what happened and help her understand the issue the daughter came out and I was rudely spoken to by her and accused of "mansplaining" which in no way I was trying to do, I was only trying to help pass along the message I had received from multiple plumbers. 

  ****** accused us of leaving her with the problem, I don't believe this to be true. *** spent multiple hours helping to the best of his ability and I went to make sure no further damage would occur from water. I explained multiple times that I am not a plumber and that she would need to call one to fix this issue.

  I believe we did everything to our ability including a refund of her deposit as we were unable to start or complete the job and after the way we were treated by the resident we have no intention on working with them in the future. 

  I am confident that *************** would have explained the same scenario I had to her and if she had waited for the plumber to inspect this complaint would not have been made. It is likely that a lot other units are going to experience the same maintenance issue in the near future and I hope ****** has passed the message along from the plumbers. 

  I hope this clarifies the story.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 22046968
  
  I am rejecting this response because:

  The plumber came to the house to repair the damage done and attached a new faucet.  He was surprised that the worker used a wrenched just to detach the hose from the faucet and wondered why he had to detached the faucet from where it was soldered.  

  Imagine how much force was used to detach/remove the hose from the faucet and to the  faucet soldered to the water pipe. !!! Had *** informed me that he was having a problem , I would have advised him to be diligent and careful.  He said that he is the best worker in the company but I believe that he was careless in doing his job.

  I used Lyonridge Property last year ( 2023)  to do the job and the worker sent to the house did not have a problem cleaning the awning.

  I don't want to waste my time and energy to a company who refused to acknowledge their mistake and instead blame the home owner and the faucet/hose attached to the pipe/hose.  

  Rest assured, I am not going to recommend this company to my friends and relatives.  

  
  
  Sincerely,
  
  ********************