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:21/02/2023

  Type:Product 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.

  We hired and paid Holland Plumbing to install a new dishwasher. Approximately 3 weeks following the installation, the dishwasher stopped working. Believing it was a warranty issue, we contacted the appliance store, who put us in contact with ********* ****** to arrange a time for their technician to come to our home. The ********* technician found that the dishwasher had been installed incorrectly, which forced an overflow to fill and trigger a shutdown of the dishwasher as a safeguard against flooding.As it was not a product issue, but an installation issue, we were subsequently sent an invoice for *********'s time.Prior to reaching out to BBB, i tried to get it resolved directly with Holland Plumbing. We were unable to reach an acceptable resolution. I paid a for a service that was not delivered.I have attached a copy of the email thread for your reference. Further documentation can be provided if required.

  Business Response

  Date: 21/02/2023

  hello BBB,

   

  We have also been trying to get to the bottom of this matter and resolve. 
  Holland plumbing is alarmed as we installed the dishwasher the customer is referring to November 22nd, 2022 and got a ****** ****** review as to how qualified and professional ************** was. We were then not alerted to an issue with this dishwasher until January 24th via email from the customer saying that there was an issue and blaming Holland for installing the dishwasher incorrectly. Our response to that was we wish you had contacted us immediately if you say the dishwasher stopped working weeks later in order for ************** to assess and confirm if it was an installation issue or a appliance issue. Once a third party (*********) has now been involved its impossible for Holland to have resolved and also confirm where the issue started. We offered the customer a credit to their ******************************************* account in good standing but feel we are not responsible for the ********* invoice as we were

  1. Not alerted to an issue until over 2 months AFTER installation

  2. Never given the opportunity to assess and resolve the issue in person

  this customer seems completely unreasonable to demand Holland to pay an invoice without ever looping Holland into the conversation. 
  

  thank you in advance to fairly assessing this matter.

   

  shannon 

  Holland Plumbing Services Inc.

   

  Customer Answer

  Date: 21/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I do not appreciate being called unreasonable.

   

  As detailed in the previous email, the timeline is very clear on when the work was completed. Here it is again:

   

  Nov 22, 2022 - Holland installs dishwasher at ***** ** ***
  Dec 9, 2022 - Dishwasher stops working (as detailed in previous email)
  Dec 10, 2022 - Home owner contacts ***** ********** believing the issue to be Warranty related
  Dec 14, ***************************** sends technician to ***** *** *** to investigate; as per previous email and photos it is discovered that the installation was not done correctly by Holland; ********* technicians reinstalls the dishwasher and it is once again working
  Jan 24, 2023 - invoice received from ********* ****** as the issue was not warranty related

   

  Any person acting reasonably would assume after only 3 weeks if their dishwasher was not working that it was a warranty issue. Unfortunately in this circumstance the issue was in fact incorrect installation by Holland Plumbing (to whom a detailed account and photos were provided after ********* arrived). I am not sure where in this timeline Holland proposes we call them in to fix their error. If they were contacted after ********* arrived, the same invoice from ********* would have been received and we would have been without a dishwasher for even longer. 
  

  The matter is rather simple:

  Holland was paid for installation services $510.30. This work was not done correctly, resulting in additional cost. The additional cost was $167.99 to have it installed correctly. Based on Holland's original invoice, the labour portion was $338 plus a service fee of an additional $70 totaling $408 before tax. Based on these numbers alone, it appears to actually be cheaper for Holland to pay the outstanding invoice to ********* for $167.99 than to send their own technician back to site. 

  I am not asking for a refund of Holland's original cost. I am simply asking that the cover the cost from ********* of $167.99. This does not seem like an "unreasonable" request. A credit for future work that i do not have planned seems inadequate. 

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

  Business Response

  Date: 22/02/2023

  I am saying this is unreasonable because IF Holland was to be blamed after the initial assessment from ********* why was Holland not informed on or immediately after December 14th, 2022? Instead the very first time we are hearing of any issue was the email sent January 24th, 2023. Once again it is assumed that *********s technician is making a correct diagnosis  without Holland plumbing being able to make our own assessment and resolve the issue. Instead we are being sent an invoice after 2+ months after installation without any prior mention of an issue.  
  

  It would have been appropriate and expected that Holland was informed of any issue immediately and certainly after the December 14th appointment. Our company provides quality work and it seems interesting to be alerted to an issue months after an appliance was installed. 

   

  shannon 

  holland plumbing services 

  Customer Answer

  Date: 22/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  There has been no progress made with this last email.

  As a homeowner i do not control *********'s billing cycles.  I have sent Holland the pictures showing the installation was incorrect.

  Holland is failing to take an objective view on this. I have not seen any advancement of this complaint and we continue to go back and forth.

  Can BBB please advise how best to proceed. 

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