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:23/10/2024

  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 am writing to formally lodge a complaint against Pumbline Mechanical Services due to their ************** conduct, incomplete service, *** **** ** ************ during a recent job at my residence. On 15-Oct-2024, I called Pumbline Mechanical Services to investigate a leak in my bathroom ceiling. They sent a technician who conducted a superficial inspection and charged me approximately $200. Despite this, I was not provided with an invoice, transaction receipt, or even a basic leak investigation report. When I contacted Pumbline multiple times to request more details about the diagnosis, they merely repeated the same information I had already received from my condo contractor. I expected a more thorough and independent assessment. When I pointed out water was still leaking from my floor tiles and asked for the cause, they offered to return for another inspection but insisted on charging me again. **** ** ************* *********** the first diagnosis was incomplete. Upon questioning why I should be charged again for a continuation of the original investigation, the representative hung up on me. **** ******** ** ************** *** *********** *** **** ******** ******* * ************  In summary, Pumbline has: 1. Charged me for an incomplete diagnosis. 2. Failed to provide any formal documentation. 3. Refused to complete the initial inspection without additional fees. 4. Hung up when I sought clarity about the issue. I am seeking the BBB’s help to have Pumbline finish the job without extra charges or issue a refund. I also expect an apology *** ***** ************** ********

  Business Response

  Date: 27/11/2024

  Subject: Detailed Response Regarding complaint ID ********
  
  Dear BBB,
  We are writing in response to the complaint you received about our business. *** *** ********** ******* ** ******* **** ***** *** *** ***** ** ***** ******* *** we  are happy to get the chance to provide you with our side for a successful resolution. 

  This is regarding the leak investigation conducted at the customer's rental unit on October 15, 2024 at ** ******** ****** ***** **** ****. 
  We understand that the customer has raised several issues and we would like to address each of them in detail.
  
  Call Placement and Purpose: 
  The customer  contacted us on October 15, 2024, to request service to investigate the moisture on the washroom ceiling and ensure that there were no issues with the pipes. As per their instruction, we were informed not to create any additional holes in the ceiling or walls during the investigation. We advised the customer of our rates and obtained their payment information along with an email address. Also the tenant information was provided.
  

  Appointment Scheduling: 
  We promptly scheduled an appointment with the tenant after receiving the necessary contact and payment information from the customer.
  
  Leak Investigation: 
  Our technician thoroughly investigated the moisture and checked for condensation or leak on the ceiling as pervtge custimer's request.  The technician found the area to be dry, with no evidence of leaks at the time of the inspection. The technician also examined the unit above the customer's unit to ensure that there was no leak originating from that unit. Upon returning to Unit ***, the technician found the lines running in the ceiling were to be dry, with worn-out insulation. The technician informed the tenant that re-insulating the pipes would require opening the ceiling from one end to the other. The unit owner was not present at the site at the time of the investigation. When the investigation was completed, the tenant informed the technician that the other washroom, when they take a shower they notice water on the floor the technician advised the tenant that the owner only arranged for the investigation of the first washroom where the ceiling is open and not to open any additional holes.  If you would like to have us check the second washroom and what the issue is there please check with the owner and we will be happy to do so. The tenant tried several times to reach the unit owner and there was no response. The technician told the tenant that when they get a hold of the unit owner and if they agree to investigate the additional issue in the second bathroom to give us a call and schedule it.  Once the job was done we provided an invoice to the unit owner via email explaining exactly what we found. Also the investigation took place while the superintendent of the building was present. The unit owner was charged the minimum service charge that she was initially told at the time of scheduling the call. 
  
  Additional Requests: 
  The customer at a later date requested an inspection of wetness on the floor.  This would be a new request which would be chargeable of which customer was advised however did not agree.  Also conducting this new investigation would  have required opening holes. 
  
  Invoice and Charges: 
  The invoice for the agreed-upon minimum charge of $180 + HST was sent to the email address that the customer had provided. The report and receipt were included and are a part of the invoice.  The customer mentioned  water leaking from the condo tiles, however the  investigation we conducted focused on the investigating a leak on the  ceiling, as initially requested. A separate investigation would be required for the issue with the tiles, which would incur additional charges as it involves sending a technician for a separate inspection.
  
  Customer Service: 
  We take pride in providing excellent customer service and maintaining professionalism with all our clients. We believe that the investigation we
  conducted was thorough and completed as agreed upon. If you have any additional questions or concerns, please feel free to contact us. We appreciate your understanding in this matter.
  
  Also we have ******** *** **** ********* the pinky of when the service was requested and a copy of the invoice that was provided to the customer.
  
  Best regards,
  Plumbline Mechanical Services Inc.