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:05/02/2025

  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.

  Prior to March 31, 2025, the owner of Unit 5008 (located below another condo, not mine) contacted your plumbing company regarding a kitchen leak. Your plumbers began snaking pipes beneath that unit, and the issue was identified as a problem with their kitchen plumbing. Later that day, the owner of Unit 5004 asked if I had a leak, noting a water spot had appeared while she was at the pool. She remarked, I think they poked something, referring to the plumbing work below.On April 1, 2025, after completing work in Unit 5008, a plumber came into my unit and pulled out my dishwasher to locate a possible leak. While he was still working, I heard a drip from my A/C closet and informed him I had found the source. No repairs were performed; the only action taken in my unit was removing the dishwasher.The leak came from a vertical PVC pipe cemented into my floor, which drains to the exterior. The elbow joint had become disconnected in a way that suggested an impact from below. This type of pipe cannot be dislodged by a side hitI demonstrated this. At the same time, Unit 5008 had part of their wall opened and their entire kitchen plumbing redone. The issue in 5004 was unrelated to mine, which began only after work started on 5008.On April 18, I spoke with the plumber who had entered my unit. He stated he recorded the dishwasher removal on Unit 5008s invoice, was not dispatched to my unit, and visited only as a courtesy. He confirmed he did not locate or repair my leak. I called your office and was told no invoice existed for my address and that I could not receive a copy of the ************************************************* my unit and would like written confirmation from the plumber that these charges are mine and not related to work done for Unit 5008. I also request: A detailed breakdown of Unit 5008s charges, written confirmation of the scope and duration of work in my unit, a description of all pipe-snaking activity near my unit when the leak began.

  

  Business Response

  Date: 05/02/2025

  We responded to a service request from this condominium association for a leak in the ceiling of unit 5004. We went to unit 5006 to figure out where the water was coming from. The dishwasher was the closest plumbing, so we pulled and checked for leaks. Later found the A/C condensate drain leaking and repaired. Not sure what the complaint is. We did not work for this unit owner. We only investigated a leak for her condo association and billed them.  The association has paid our invoice and is probably back charging this unit owner because it was her A/C condensate drain pipe that was leaking and caused the damage. The picture of the kitchen drain pipe in the block wall has nothing to do with this invoice or job.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23276018
  
  I am rejecting this response because:
  

  The leak in my unit began on the same day your agency first accessed Unit 5008 to investigate a plumbing issue. Your team was snaking the pipes in an effort to locate the source of a leak. The A/C pipe in my unit is housed in a closet that prior to the week in question, I opened to change the air filter in and there was no water (which I can visit ********** to confirm that purchase).
  
  The leak in my unit coincided precisely with the initial day your plumbers were on-site. Had the leak been present for more than the two days during which your plumbers were working, the extent of the flooding would have been significantly greater in the 5004 unit. Based on my inspection, the elbow connection could only have been dislodged by an impact in that specific corner. For this reason, I respectfully request detailed information regarding the areas in which your plumbers snaked the pipes.
  
  Additionally, I have demonstrated that the pipe, which is cemented into the ground, cannot become disconnected unless it is struck from the inside of the pipe. Notably, the resident of Unit 5004 also reported that a leak in their unit began shortly after your agency conducted pipe-snaking operations related to the issue in Unit 5008. The 5004 owner had gone to the pool, while the plumbers were snaking the pipes, then texted me stating, I think they poked something. To inform me a leak had started. The timeline of that pipe disconnecting, causing the leak, coincides with the work done by your agency prior. If my leak was going longer than the two days your agency was on site, her water spot would have been bigger. Where the elbow connection was disconnected, starting the leak, is not something that can be dislodged from the side of the pipe. In consult with other plumbing agencies, that has been confirmed. 
  

  The charges that I am being charged for all had started from when your agency first came to our units. The leak caused damage below and damage to my unit as well. Your plumber also specifically stated he was doing work on the 5008 unit, to which he charged the labor.

  Sincerely,
  ***** *****

  

  Business Response

  Date: 05/07/2025

  Per your attached invoice, there is no mention or charge for any drain cleaning. We simply investigated a leak and found that the leak was coming from your A?C condensation drain. Everything other than that does not apply to your attached invoice. Your association charged you for this invoice because your A?C condensate drain was leaking.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23276018
  
  I am rejecting this response because:

  The leak issue of 5004 started after your technicians snaked the pipes to locate the source of the leak in the 5008 unit. 
  
  When I initially contacted your office, I was informed that there would be no charges applied to my unit, that the labor charges related exclusively to Unit 5008. According to my understanding, the scope of work in Unit 5008 included snaking the pipes, removing a portion of the exterior concrete wall, and replacing the kitchen plumbing system entirely.
  
  Furthermore, while your plumber was present outside of my unit, I spoke with him directly, while also on the phone with your receptionist. He clearly stated that he did not perform any labor specific to my unit. When he was in my unit, I personally identified and re-attached the dislodged AC drain line from beneath the dishwasher area. Given the location of the disconnection, the drain could only have been dislodged from the underside.
  
  Notably, the leak in my unit began on the same day your team was actively snaking the pipes to diagnose the issue in Unit 5008. It is reasonable to infer that the force of the snaking process had impacted the connection, causing the dislodgment and subsequent leak.
  
  Lastly, I am concerned by what appears to be a reallocation of charges. Despite verbal confirmation from multiple people on your staff that labor costs were specific to Unit 5008s extensive job. It seems odd that the charges were separated for a leak, that coincidentally started while your plumbers began inspecting pipes. 

  Sincerely,
  ***** *****

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair 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.

  I purchased a new toilet, it was installed 7/12/23. It is horrible. Very cheap plastic seat and very small width. I am 87yrs old with several health problems and besides the poor quality of the toilet it is very uncomfortable to use. I have called every day since to get them to replace. They say they will pass the message to the owner, and that is the end of it. They do nothing to acknowledge my complaint. Please help . My age and health problems make this a very difficult situation for me.

  

  Business Response

  Date: 07/18/2023

  The customer requested a comfort height round front toilet.  We supplied and installed a Toto Entrada comfort height round front toilet.  I believe the customer is upset with the toilet seat that came with the toilet.  We can replace the toilet seat at no charge.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20336121
  
  I am rejecting this response because: Yes that true, part of my complaint is the cheap toilet seat. But also it is a small sized toilet in  the width across side to side.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/20/2023

  Again, the customer requested a round front comfort height toilet.  There are very few manufacturers that make these and we installed one of the best toilets on the market in Toto.  We are willing to replace the toilet seat to make it more comfortable, but cannot take the toilet back because it is now used and can't be returned.  If you would like us to bring some different choices of round seats to your house to replace the existing, we are willing to do this free of charge.  Please call the office to schedule.  

  Customer Answer

  Date: 07/25/2023

   
  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.
  
  Sincerely,
  
  *******************************