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:28/03/2024

  Type:Service or Repair 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.

  Two years ago, our septic tank froze. We have called PlumbRX *** to look into the problem.Upon arriving - the plumbers went under the house thru a crawl space and attempted to unfreeze the lines. They informed us that the tank is full and we have to get it emptied. We thanked them and started looking for septic tank service. About on hour later our hot water tank stopped working. Because the water lines shut offs are all in the crawl space we deduced that perhaps something was not turned back on. We tried calling the service men at PlumbRX with no answer, we texted them as well and no answer. We waited a day and decided to obtain another plumbing service. Now we have no septic and no hot water. The new plumber went under the house to the crawl space and found that the water line to the hot water tank was shut off and not turned back on, this in turn fried the elements in the hot water tank. We had to pay 600 dollars to fix the issue. Two years later PlumbRX resurfaced and threaten to send us to collection agency if their bill is not paid. We had a discussion with PlumbRX this week (March 26, 2024) and outlined the issue and how much money their oversight cost us. We suggested that we would pay 250 or 300 dollars as it would not be fair to pay the full price - as their representatives were at fault for the water tank breaking, and have taken no responsibility, did not return any phone calls asking them to come back due to the tank problem, nor did they answer any of our text messages. They simply disappear. Our proposal was not accepted by PlumbRx. We now have paid their bill in full, but we believe that this is not the right or fair approach on their side.We would like in good faith receive a refund for 300 dollars - which will be satisfactory and fair.

  Business Response

  Date: 23/04/2024

  See attached document;

  Customer Answer

  Date: 24/04/2024

   
  Complaint: 21499698
  
  I am rejecting this response because:

  The person responding to my complaint is out right lying. The service call was for a septic tank not working and water getting stuck in the toilet as I mentioned in my original message. Upon completion of their service call in our house we discovered the issue with water tank - we called and texted and there was NO response whatsoever. The statement that we did not try to contact them is a COMPLETE lie. Further - yes I did offer 300 dollars as a settlement - as I felt threatened by the person who spoke with me on the telephone. To which I was told no and threats were uttered towards my person yet again over the telephone. I did not hang the phone up we finished the conversation with proper conduct. Further upon reading this completely untrue response. I change my mind - I now wish for all the funds to be returned to me. Further, I have taken an advise of my attorney. If this matter is not resolved within 10 business days - whereby all my funds are returned to me via e-transfer - I will explore my legal alternatives and will contact Skill Trades Ontario and will request a revocation of this businesses licensing.

   

  
  Sincerely,
  
  ********** (********) *******

  Business Response

  Date: 01/05/2024

  My Response to complaint # ********

   

  First of all I am not a liar.

   

  We did the job. We told her to call us when she located the septic and we would be right back. No call.

   

  We sent several emails the first one on March 15/22 and the last being March 28/24.

   

  Our A/R department sent a final invoice stating the balance and that it must be paid by March 29/24

   

  We received a call March 26/24 stating that the job was not done and she had to get another company in to complete.

   

  She feels she should only have to pay $300.00 for a $598.90 invoice.

   

  I told her I will check with the boss but no the invoice stays at $598.90

   

  She was getting upset and started to raise her voice. I told her to calm down,

   

  I asked again are you going to pay and she said no.

   

  I told her I am sorry but I will have to send you in for collections then.

   

  She then hung up.

   

  She emailed and I called her back and the balance is still $598.90.

   

  She then asked me to send the invoice to her again and she paid the invoice.

   

  Furthermore I did not threaten her. I just stated a fact if you do not want to pay I will have to send you in for collections.

   

   Record of all the invoices we have sent as per Quick Books.

   

  • Sent 11 times

  2022-03-15, 8:08:51 a.m.

   

  2022-04-15, 8:37:43 a.m.

   

  2022-04-17, 11:32:21 p.m.

   

  2022-04-21, 9:15:51 a.m.

   

  2022-04-26, 9:35:37 p.m.

   

  2022-05-06, 8:51:12 p.m.

   

  2022-05-29, 1:31:19 p.m.

   

  2022-07-15, 8:39:59 p.m.

   

  2023-06-20, 2:13:08 p.m.

   

  2024-03-04, 11:49:05 a.m.

   

  2024-03-28, 12:43:51 p.m.

   

  •  

   

  Viewed 28 times

  2022-03-15, 8:58:10 a.m.

   

  2022-03-15, 11:39:28 a.m.

   

  2022-03-19, 12:42:29 p.m.

   

  2022-04-15, 10:47:56 a.m.

   

  2022-04-18, 12:41:38 a.m.

   

  2022-04-18, 8:00:53 a.m.

   

  2022-04-18, 2:23:19 p.m.

   

  2022-04-18, 2:45:18 p.m.

   

  2022-04-18, 3:27:22 p.m.

   

  2022-04-19, 11:18:59 a.m.

   

  2022-04-21, 9:28:02 a.m.

   

  2022-04-21, 11:05:06 a.m.

   

  2022-04-27, 9:29:03 a.m.

   

  2022-05-06, 9:10:26 p.m.

   

  2022-05-29, 6:59:16 p.m.

   

  2022-05-29, 11:40:12 p.m.

   

  2022-07-18, 12:47:55 a.m.

   

  2022-07-19, 10:47:34 p.m.

   

  2023-06-20, 2:39:48 p.m.

   

  2023-06-20, 11:24:38 p.m.

   

  2024-03-04, 11:52:06 a.m.

   

  2024-03-23, 1:23:38 p.m.

   

  2024-03-26, 12:10:50 p.m.

   

  2024-03-28, 12:43:34 p.m.

   

  2024-03-28, 12:46:18 p.m.

   

  2024-03-28, 12:53:16 p.m.

   

  2024-03-28, 1:10:42 p.m.

   

  2024-03-28, 1:12:26 p.m.

   

  •  

   

  Paid

  2024-03-28Visa *2391

  $598.90

  View payment #*****

  •  

  Deposited

  2024-04-01Royal ************** 1882

  $598.90

  View deposit

  
  Thank you,

  ****** PlumbRx

  Accounting

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21499698
  
  I am rejecting this response because:

  Please see the original complaint for details.

  For the record I paid the full amount only AFTER being threatened. And decided to purse other alternatives to obtain justice in this incident.

  The fact that I paid does not represent my agreement with this situation.

  I uphold my decision as per my previous statements.

  Further:

  "First of all I am not a liar." - Unfortunately this statement is incorrect - given what we have talked on the phone about and what you stated in your response - as you can see those are two entirely different statements.
  
  "We did the job. We told her to call us when she located the septic and we would be right back. No call." Again that is not true at all. The techs came over and went under the house and tried to solve the problem but said that it is temporary. When they left we lost hot water tank as the water was no longer coming into it - when we called and texted (we have text copies) there was ZERO response. Please refer to my original statement.

  
  
  "We sent several emails the first one on March 15/22 and the last being March 28/24." - the fact that this business followed up for payment has nothing to do with my complaint or  integrity of this business - it is irrelevant - These people were not responding to our calls/texts and you never returned back - we had to hire another plumbing service to finish the job and also due to your errors we had additional expense regarding water tank. These people were not able to answer our calls or texts when they become aware of the serious error on their part - but, had all the time in the world to send us invoices over two years starting over a MONTH after the events.
  
  
  "She feels she should only have to pay $300.00 for a $598.90 invoice". YES I offered that amount in good faith.
  
  
  
  "She was getting upset and started to raise her voice. I told her to calm down," - I am sorry but I should have recorded the conversation - which I did not unfortunately. This is an absurd - in fact - for the record - this lady started yelling at me when I mentioned that her repair man did not do a good job and caused me extra expenses - in fact I was the one who managed to calm her down. 
  
  
  
  "I told her I am sorry but I will have to send you in for collections then." - AND THAT IS WHY I PAID - not because this was a right thing to do in my mind, but because I had no choice.
  
  There is nothing else to be said at this time as obviously the representative of that business has zero integrity and is willing to lie at  all costs instead of trying to resolve the matter. As you can see - as a customer - even though it was unfair - I paid the entire amount, However, accountability has to prevail, and this business conduct can not go unchecked. 

  I uphold my previous note and if this is not resolved to my satisfaction in the timeframe I provided in my previous email. I will proceed further.

  Regards,

   

  *******************************.