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:07/29/2024

  Type:Order 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.

  6/6/2024 - $3000.00 for supplies as requested. Signed Mr ****** phone for conversation to up grade water heater priority than to redo shower. Project was not to get started until a contract was sent back over the weekend. Project was set to start on 6/10/2024. Never heard from ************* until a non English speaking person showed up on Tuesday am 6/11/2024 to demolish my shower. I tried to ask the man where was ***************** I was off work to at least get water heater in. Spoke with ************* on mans speaker phone. After receiving no contract and communication broke down I ask ************* to return my funds. He stated he had to look at contract. I said what contract you never sent it, we are done & you leave me no choice but to file a report with local authorities. Received a call left on answering machine from ************* on 6/16/2024 stating that your check is in the mail for $3000 to my current address. As of today I have not received anything. Dont understand why ************* doesnt want the customer to have a contract.

  

  Business Response

  Date: 07/30/2024

  Dear Better Business Bureau,I am writing to formally express my disappointment and concern regarding a recent experience involving ***********************, a customer of ours, and the troubling interactions that occurred during our contractual engagement.From the outset, we believed we had established a clear understanding concerning the scope of work for a bathroom renovation and the replacement of a water heater. We meticulously reviewed the project details and agreed upon a fair price for the extensive work being performed. This arrangement was confirmed several times, and I was confident we were on the same page.However, upon arriving at the job site on the scheduled Tuesday morning, I was met with unexpected challenges. My worker arrived ahead of me, only to find that the customer had blocked my number and was avoiding any form of communication with both myself and my office. This lack of contact was entirely unexpected and uncharacteristic of our interactions thus far.As stipulated in our contract, we included a non-refundable deposit clause, which *********************** signed. Despite this, we believe in maintaining integrity and prioritizing the satisfaction of all our clients. Therefore, in light of the situation, we made the decision to issue a full refund to the customer, even though we are placing her on our do-not-service list due to her unprofessional behavior.It is important to mention that while the customer has requested a refund, I cannot process this until we recover the expenses incurred from purchasing materials for the project. We had already procured a water heater, Duroc sheetrock, paint, tile, and additional materials. As of July 30, 2024, all items have been returned, and we have been reimbursed for those costs. Consequently, I will be issuing a check in the amount of $3,000 to *********************** via mail.Additionally, I must bring to light a more serious concern regarding Miss Valentines conduct during our interactions. Throughout our time working together, there were instances where she exhibited behavior that could be perceived as racially insensitive towards my workers, who are from diverse backgrounds. This behavior is unacceptable and does not reflect the values of our company, which prides itself on inclusivity and respect for all individuals, regardless of their race or background.In closing, I felt it necessary to document this experience not only to provide clarity regarding our actions and commitment to customer service but also to express our concern about the racial implications of Miss Valentines behavior. We are dedicated to fostering a respectful and fair environment for all our clients and employees, and we hope that sharing this experience can contribute to a broader conversation about professional conduct in our industry.Thank you for your attention to this matter. Should you require any additional information or documentation, please do not hesitate to reach out.Sincerely, ***********************, CEO, Plumbing Tricks LLC 

  Customer Answer

  Date: 07/30/2024

   I refuse to go back and forth with different perceptions of what occurred in our communication breakdown.  I just want to be made whole as ************** has for the second time stated that a full refund has/is being sent. The original voice mail on 6/16/2024 and his response today. 

  

  Business Response

  Date: 07/30/2024

  Dear Miss Valentines,
  
  regarding the reimbursement process related to your recent expenses. I understand that this matter has been a point of concern, and I want to assure you that we are committed to resolving it promptly.
  
  I am pleased to inform you that a check will be issued to you either today or tomorrow. This reimbursement will cover the full amount of your expenses, and no further action will be necessary on your part. Our aim is to ensure that you are fully compensated for your expenditures without any additional complications.
  
  In light of this resolution, I kindly ask you to consider this matter settled. Your cooperation in allowing this process to conclude without further follow-up would be greatly appreciated. We value your contributions and the trust you place in us, and we want to ensure that your experience with our reimbursement procedures is as smooth as possible.
  
  If you have any questions or require further clarification, please do not hesitate to reach out to me directly. I am here to assist you and ensure that all your concerns are addressed.
  
  Thank you for your understanding and patience throughout this process. We appreciate your cooperation!
  

  Customer Answer

  Date: 07/30/2024

   
  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,
  
  Twaneesa *********