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:08/06/2024

  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.

  ***************** came under my home warranty to fix an indoor plumbing issue. They had to take out my dishwasher to fix a main pipe under the house. The came on Thursday and left Thursday evening. Sunday evening my dishwasher fell out from under my cabinet onto my kitchen floor. I called the **** tech. that left me his card. He said it was his partner that must not known what he was doing. I feel the contractor should have checked the assistants work before leaving. He did not. The tech. never showed up and it was 8:00 pm. I called him he said hed come Tuesday, and again he was a no show. My dishwasher is moving when we walk by just barely balanced. Wednesday I called and texted the contractor twice no answer. I called **** main number I got *** and his family. Who told me Id have to put another work order in or they would not come out and put my dishwasher back in my counter. Their shotty work and they wont fix it! I immediately called Home Serve. The lady took a report tried to call **** several times but they would not answer, and would not allow the call to go to voicemail so the Home Serve rep could leave a message. She told me she would put the work order in but was pretty sure home serve would cancel it because it wasnt a covered issue. So its Friday of the next week and my dishwasher is dangerously balanced in the cabinet. I told **** on the phone that I was elderly and injured, and had a TBI with balance issues, Im in a boot due to a fall and Achilles tendon tear, with a severely sprained hand. **** did not care got very defensive when I told him I could get injured catching the dishwasher again, and that I had small grandkids that come over and the dishwasher could really hurt them also if they bump into it and it falls out. **** continued to quote policy and still has not called it Friday, 9 days since they worked on my pipes. Home serve is now fighting with **** Plumbing to fix the damage they caused.

  

  Business Response

  Date: 08/06/2024

  We, ***'s Sewer and Drain Plumbing, were contracted by the home warranty company HomeServe. We went to the customer's home to fix a leaking pipe in the kitchen. Upon arrival the service tech noticed that the dishwasher needed to be moved to fix the plumbing issue with a leaking water line. He also told the customer and contacted HomeServe to let both parties know that the dishwasher was installed improperly. He noted to both the homeowner and HomeServe that a spacer was needed to install the dishwasher back properly. As we are not appliance installers, we let both parties know before starting any work that the dishwasher needs to be addressed by the previous installer. The homeowner agreed and HomeServe stated that that was not a covered service in the homeowner's policy. We stated to the homeowner that they would need to get the company that installed the dishwasher back out to reinstall the appliance. That was agreed upon before we started any work. 

      After the approval was made from the homeowner We continued on with the approved work and fixed the leaking water line, After the work was finished ***'s put the dishwasher back in its original spot the exact way that the service tech found the appliance upon arrival. We have been in contact with the home warranty company serval times about this situation. We were told by HomeServe that this was the homeowners responsibly. As stated before, we are not appliance installers, and the homeowner knew this up front before we started Any of the work.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22082740
  
  I am rejecting this response because: its a total lie. *** is not a very honest person. His contractor who called me and apologized for his partners ****** job came on Saturday and put my dishwasher back in properly. The contractor also reported to me that he never told *** any of that, he had not even talked to *** about the issue at that time, because he was on jobs. Thank you to M. G. the contractor for doing what *** should have, admit your mistakes and fix them in a timely manner. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/24/2022

  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.

  The tech was paid in full and said we would get an e-mailed receipt. A week later I called to require where it was. The office lady said tech never told her to send it, and she verified email address. Then she said "I just sent it". It never came.I should have some manner of receipt when payment is rendered. A week later is not OK. NEVER is completely unacceptable.I request a receipt. Since e-mail is not convenient for the company, US mail should work.

  

  Business Response

  Date: 10/27/2022

  There was a typo in the email which has since been corrected.  Apologies this has taken a couple business days.  We can certainly US Mail a copy which is a delay as well.  ***'s is empathetic we could not accommodate the request sooner.  

• Initial Complaint

  Date:10/03/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  When I called ***'s *********************************************** in ****************, I specifically asked if they charged extra to drive to ******. I was told no. On that basis, I hired them twice for plumbing repairs. Yesterday, I found out that ***'s was lying. They did charge me an extra trip fee of $40 each time. To my utter amazement, the ***** representative admitted that they "...rarely disclose the extra trip charge." I'm blown away. They owe me $80. Deceptive & sleazy.

  

  Business Response

  Date: 10/04/2022

  Greetings,

  We are awaiting a return phone call.  We researched our recorded calls and are unable to find where the customer inquired about a trip fee.  Customers are quoted a price prior to scheduling and are free to accept or not.  We are empathetic the customer feels taken advantage of but that simply is not the case.  *********** ***** Sewer and Drain, **** is not going to spend time disputing $80.  If customer calls back, we can issue that refund.  

   

  Customer Answer

  Date: 10/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  Additionally, how could ***'s "find where I was not told" something? That doesn't even make sense. How do you find an omission? Would it really say in their customer notes "lied about trip fee". Ridiculous logic. Of course it's not in your customer notes that you ripped me off.
  
  Sincerely, ******** Price 
  
  ******** Price