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:28/02/2023

  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 inquired about getting a quote to fix broken plumbing pipe in basement floor (water coming up through concrete when tap is used). Company came in while I was at work and partner was at home to let them in. They starting trying to clear pipe without even though I only request a quote. Then was sent bill for close $**** I did not authorize or sign for any work to be done. Due date on invoice was feb 1/2023. It is now Feb 28 and I received a collection notice from a collection agency and given 10days to pay.

  Business Response

  Date: 29/03/2023

  Good afternoon,

  This customer called our office on Dec. 14, 2022, and our office staff logged the customer information and booked a service call for a clogged drainage pipe. Every day, our office staff receives numerous calls and either records the information for our plumber dispatch system or sets up an appointment if a quote is requested. Quotes are only attended by the owner, general manager, and, on occasion, the plumbing supervisor.

   

  Therefore, we dispatched a plumber to the residence on Dec. 15, 2022 for the first service call of the day. The plumber arrived on site with the goal of clearing the blockage in the pipe. The plumber brought with him tools and equipment typically used to clear the line and was directed to the basement by the homeowner. The plumber spent the morning trying to clear the line, even leaving the home briefly to get a different, larger piece of equipment in his effort to fix the problem. Not once did the homeowner question the plumber as to why equipment was brought into the home and work was taking place throughout the morning, nor did they bring up that only a quote was needed.

   

  Once it was clear the line could not be cleared, our plumbing supervisor reached out to discuss options with the customer. The customer then sent a text to the supervisor at 1:03 pm on Dec. 15, 2022 which described the scope of work for the quote, which included additional work while the floor was broken up.

   

  We provided a quote the next day on Dec. 16, 2022 at the customer's request. The customer wanted a price not just to replace the plugged section of the pipe, but to add a partial washroom in the basement as well. After reviewing the quote, the customer mentioned they needed to sort out finance options for the work and they would reach out soon. We kept this work order open, and thus delayed our billing of this work, in the event the customer wanted to fix the pipe only. When we were eventually told by the customer that they were not moving forward with the repair, we issued an invoice for the work.

   

  After the invoice was sent to the customer, a number of phone calls were made between the customer, office staff and management. We ultimately reached out via email on Feb. 23, 2023 explaining our position and the validity of the invoice. We also noted that we were interested in finding a resolution and wanted to discuss further but the customer did not want to respond. 

   

  Please let us know if there is anything else you require regarding this matter.

  Thank you,

   

  Customer Answer

  Date: 29/03/2023

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

  **** ** * **** *** **** I called this company and my exact words were “I have water coming out of my concrete floor when I use my kitchen sink”. The woman on the phone then repeated what I said and said “oh no, that’s not good”. Not once did I mention a clogged pipe. From the start of the conversation I requested a quote to repair. It is not my fault that the lady on the phone made a ***** mistake. It is also not my fault that the Plumber could CLEARLY see water coming out of the floor and thought clearing a pipe was going to fix that.  **** ** ********** *** ****** *** ******* *** ** ** ***** **** I was at work that day and had my fiancé home to answer the door. She is a nurse, not a plumber. She does not know how your company comes across quotes or inspects plumbing to her. This was all normal. No one made an attempt to come upstairs and speak with my fiancé about work being done my fiancé, and I never signed or approved any work to be done. 
  

  I have paid the bill with the collection agency because I did not want this to affect my credit. At this point, I am requesting a full refund within the next seven days or a full lawsuit will be filed.

  
  Sincerely,
  
  Shawn ******

  Business Response

  Date: 06/04/2023

  **** ** ********* 
  

  B Gibson Mechanical maintains our position outlined in our previous response, however, we were still willing to work with this customer on the bill. As a gesture of goodwill, we are willing to issue a $*** refund which reduces our invoice to costs incurred. If acceptable to the customer, we can issue a cheque and mail it to their home address.

  Thank you

  John *******

  Customer Answer

  Date: 06/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Although I feel like a full refund is more than fair based on the situation *** ****** ***** ***** ***** ********* ** ** **** *******  I also want this whole thing to be dealt with and done.  Would you be willing to refund $*** as there was nothing actually repaired and I did not benefit from this encounter with your company in any way ***** **** ******** *** ** ***** ******* 

  Sincerely,
  
  Shawn ******