Complaints

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• Initial Complaint

  Date:19/12/2024

  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.

  I contacted them and asked a plumber to come. I specifically asked if the plumber would be able to find the reason for leaking. The answer was yes.
  The plumber could not find the reason. In two hours he made 2 big holes, one in the ceiling, and another on the wall. He waited for someone one hour in our home and left.
  After 50 days they charged my credit card by $475.81.
  I called them. They said he was there for 3.75 hours, and that I should have not allowed him staying in our place for waiting. Security cameras show that he stayed for 3 hours in total.
  The business didn't accept anything and threatened to file ** ****** against me.
  They could not find the problem for leaking, charged higher amount than was advertised even if it is 3.75 hours.
  I feel they are scammers. Unfortunately, I gave my credit card information, which was a requirement from them to send a plumber.
  They didn't provide any invoice or receipt.

  

  Business Response

  Date: 20/12/2024

  Our plumber was asked to locate and find a leak through the ceiling on Oct. 31st.  He investigated extensively and confirmed that the leak was not from the plumbing system.  He met with the customers insurance restoration company, when they arrived, and showed them what he found.  He waited for the insurance restoration company at the customers request.  Our plumber was on site for 3.5 hours and charged 15 mins for travel time. 

  The plumber kept the work order open as the insurance restoration company was going to complete their own investigation and get back to us with their findings.

  I spoke to the customer yesterday and he would not provide an email for the invoice or the receipt when I requested it and he hung up on me.

  The time spent on site was legitimate and is their will be no refund.

  Customer Answer

  Date: 20/12/2024

   I am rejecting this response because:
  
  
  1. I requested a plumber to find the reason for leaking. He was unable to find it. Basically he could not do his job. If he was just a plumber, then why he went to the attic? No, he came to find the reason, and he failed doing that.

  2. While he was sure that the leak is not because of plumbing system, he made the second hole on the wall, unreasonably damaging our property. The company should also cover this expense.

  3. I did not request him to wait for the insurance company. That is not true, and my wife can witness on that.

  4. The plumber was on our place for 3 hours. 3.75, which they now changed to 3.5 is incorrect. There is video recordings about this.

  5. There should not be charge for travel time according to my phone conversation with the company when I requested a plumber.

  6. While I refused to provide any other personal information to this company, I did not hang up on them.

  7. Doing 2 holes should not take more than 3 hours, no matter how slow the plumber is. The time spent on site is not reasonable.

  8. Even if the charge is for 3.75 hours, it ends up to $454.25. So, money taken from my account is higher even if they are correct on the other things.

  

  Business Response

  Date: 20/12/2024

  We will send a copy of the invoice and paid receipt via email.  We sent a copy by mail yesterday.

  1. The plumber investigated the issue and determined that the leak was likely from the HVAC system.  

  2.The plumber only cut holes after discussing it with the home owner.  He did not take upon himself to cut holes.  

  3. The plumber was requested to wait by the homeowner.  The plumber would testify to that.

  4. We have phone records and GPS information showing the plumber was on site for 3.5 hours.

  5. The plumber took 15 mins to arrive on site after being dispatched the call and that time is billable time to the customer.

  6. The customer was very angry on the phone with my staff and myself.  He yelled the entire phone call and would not settle down.  I requested numerous times that he calm down and provide an email address.  He finally hung up on me.  

  7. The plumber did not only cut holes.  He checked all the plumbing in the area of house for leaks and checked the attic for leaks. He had to remove the clothes washer, with the homeowners assistance, and cut a hole there to check for leaks, as well.  He completed a through inspection of the house to try and determine the issue.  He did this in the presence of the homeowners with their help. He kept them up to speed on his findings as he made his way through the house.

  8. The invoice is broken down as such.  3.75 hours @ $100 = $375.00 plus $20 truck fee = $395.00 plus HST= $454.25  total.  After looking at the invoice there was math error.  We charged $393.75 for labour plus $20 truck fee.  The labour was calculated incorrectly at 393.75.  We will issue a credit on the customers credit card for $21.56 for the overcharge on labour.

   

   

   

   

   

  Customer Answer

  Date: 06/01/2025

   I am rejecting this response because:
  
  
  

  1. I requested a plumber to find the reason for leaking. He was unable to find it. Basically he could not do his job. If he was just a plumber, then why he went to the attic? No, he came to find the reason, and he failed doing that.

  1. The plumber investigated the issue and determined that the leak was likely from the HVAC system.  

  1. With your response you basically accept that he failed to do his job. You contradict yourself many times, and most of your statements are incorrect, including this one. I will ask an open question: if the plumber "determined that the leak was likely from the HVAC system" and both ****** and the owner "think its condensation from air handler" (according to your invoice), then why was our next step inviting a roofer? 

   

  2. While he was sure that the leak is not because of plumbing system, he made the second hole on the wall, unreasonably damaging our property. The company should also cover this expense.

  2.The plumber only cut holes after discussing it with the home owner.  He did not take upon himself to cut holes.   

  2. What do you think if I call a plumber and he tells me that he needs to cut a hole, what can I say? You provided incorrect information in your invoice and mixed the order. At the beginning he cut the hole in the kitchen, and only then in the upper level. All I am saying is that the second hole was unnecessary, and the plumber was also positive about that. He did it to be 100% sure. I don't think that is a fair business. At that time I contacted the insurance, and they advised that the plumber should do whatever he believes needs to be done.

   

  3. I did not request him to wait for the insurance company. That is not true, and my wife can witness on that.

  3. The plumber was requested to wait by the homeowner.  The plumber would testify to that.

  3. We both know that your statement is not true. As that was a verbal conversation, obviously none of us can prove.

   

  4. The plumber was on our place for 3 hours. 3.75, which they now changed to 3.5 is incorrect. There is video recordings about this.

  4. We have phone records and GPS information showing the plumber was on site for 3.5 hours.

  4. According to my security camera the plumber came at 12:06pm and left at 3:04pm. This is 3 hours, not 3.5. I can certainly provide the video recordings. However, you already mentioned that you "will not be entertaining". This means you avoid seeing any proof of my accounts. I can certainly share those videos.

   

  5. There should not be charge for travel time according to my phone conversation with the company when I requested a plumber.

  5. The plumber took 15 mins to arrive on site after being dispatched the call and that time is billable time to the customer.

  5. If you record phone calls, please check the recording when I requested a plumber. In that I clarified what you are going to charge. 

   

  6. While I refused to provide any other personal information to this company, I did not hang up on them.

  6. The customer was very angry on the phone with my staff and myself.  He yelled the entire phone call and would not settle down.  I requested numerous times that he calm down and provide an email address.  He finally hung up on me.  

  6. If I trust you with the keys of my house and then notice that some cash is missing, and there is proof that you took it, I may become angry and I may contact the police as well. So, why are you surprised that I was angry? You took money from my account without communicating with me.

   

  7. Doing 2 holes should not take more than 3 hours, no matter how slow the plumber is. The time spent on site is not reasonable.

  7. The plumber did not only cut holes.  He checked all the plumbing in the area of house for leaks and checked the attic for leaks. He had to remove the clothes washer, with the homeowners assistance, and cut a hole there to check for leaks, as well.  He completed a through inspection of the house to try and determine the issue.  He did this in the presence of the homeowners with their help. He kept them up to speed on his findings as he made his way through the house.

  7. Was he able to find the reason for leaking? This was the reason we called a plumber. Check the initial phone call recording, where your representative assured that the plumber will find the reason.

   

  8. Even if the charge is for 3.75 hours, it ends up to $454.25. So, money taken from my account is higher even if they are correct on the other things.

  8. The invoice is broken down as such.  3.75 hours @ $100 = $375.00 plus $20 truck fee = $395.00 plus HST= $454.25  total.  After looking at the invoice there was math error.  We charged $393.75 for labour plus $20 truck fee.  The labour was calculated incorrectly at 393.75.  We will issue a credit on the customers credit card for $21.56 for the overcharge on labour.

   

  8. Interestingly you believe that you do me a favor returning part of the money taken unreasonably. No apologies, nothing. Secondly, now we have a new charge: "truck fee". Guys, your invoice does not say anything about truck fee (before it was "total material", now "truck fee"). With this approach you can charge for the fuel, clothes, cell phone, etc. Please return the money.