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:06/16/2024

  Type:Delivery 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.

  Inferior work, work not completed and had to be corrected by another plumber, forged signatures,did not go through my contractor that had ordered the job project and therefore I was clueless as to what he had contracted, coerced to sign a blank electronic pad, invoice not sent to me as promised.Subcontractor received the invoice but did not share with my contractor for 6 months and then I finally received a copy

  

  Business Response

  Date: 06/17/2024

  This matter has been ongoing for well over a year. The reality is this customer had a general contractor who we were working with. She dismissed him from her employ. At that point communication was altered and we performed the work as we had originally agreed to. She had previously used our services and was very happy with our work and company. The issue began when the general contractor was changed and the scope of work was changed. She expected us to do the additional work for free. She disputed the credit card charges twice and lost both times. We maintain that we did exactly what we were hired to do. She has a warranty from us and we will honor it. We charged for the services we provided as agreed to by her and evidenced on the invoice she signed. We do not intend to refund money we rightfully earned. 

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21858285
  
  I am rejecting this response because:

  Please review by attached statement.  They would not even honor one of the many $50 off any plumbing coupons that they continued to send to my text and mail.  Just as I stated in my rebuttal, they are okay when they do the proper job correctly but beware of when an error occurs you will not get a positive resolution from them.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/17/2024

  When we make a mistake we accept responsibility. There are many aspects to this job and a myriad of details. All the blame cannot be ours and ours alone yet no responsibility is assumed by this customer. She lost a credit card dispute and retaliated by leaving this review. 

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21858285
  
  I am rejecting this response because:
  I did not order this project.  I lost the credit card dispute because I signed your blank electronic payment pad.  American Express tried but was bound by the signature.  If you had been as prompt to respond to my many calls this would not be happening.  This is not retaliation just facts.  Your employee is gone, my contractors subcontractor formed his own company and I still have my contractor.  I am sorry that you cannot accept criticism after you did this injustice to me.  I have not ever had another situation such as this. I am moving on and this is the end of my communication 

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

• Initial Complaint

  Date:06/24/2023

  Type:Sales and Advertising 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.

  ******* met w/ ***** and provided the attached quote on 4/4/2023. She asked for apples to apples quote including panel upgrade, redevice, properly wired junction boxes where all splices existed (previous owner seems to have done his own work). The document clearly states system upgrade and 85' feet of SER. Their estimate was vague, but ***** assured ******* that we were getting what we asked for. We did not. The electricians took two weeks to complete the work. Couldn't complete some work. Left us with torn out drywall in one closet (***** assumed we were gutting laundry closet). Left us with a breaker turned off because it was wired to a wire that went nowhere. Why not remove that? Also noticed recessed outlets, torqued switches, switches that didn't match, many missed outlets invisible microwave and crawl space. One ceiling fan had exposed blue wires. They have come back multiple times. ***** couldnt figure out bathroom vent fans, and we needed a new circuit to replace a gas cooktop w/ electric so we had another electrician come out from another could on 6/21. He took one look at the panel and said it was messy and full. We had available circuits before KS put in new panel "upgrade." He said KS had done a replacement not upgrade. We had SEU not SER and the panel was such a mess that he refused to do anything but swap the vent fans and rewire the outlet for the dishwasher now that we'd also removed the old dishwasher.KS returned 6/23 to fix some items including fan wiring. They found more that had been missed by ***** including splices.Today, we discovered the fan doesn't work. I lowered the canopy to find they did not properly wire fan. They just shoved wiring out of the way and caused hot wire from the fan to come loose. Wiring is supposed to be in junction box. Checked other ceiling fan in LR. Same incorrect installation. Waiting for manager to come back from vacation to answer questions about why we didn't receive the service upgrade we requested.

  

  Business Response

  Date: 06/29/2023

  We pulled a permit as required by the local jurisdiction. We passed inspection. We have returned on two separate occasions in an attempt to satisfy this homeowners concerns. We have completed all work that we agreed to perform. Unfortunately the existing wiring is older and in need of additional repairs. This additional work is not, and was never, part of the job we were hired to perform. We have gone above and beyond to make this right by the homeowner. 

  Customer Answer

  Date: 07/05/2023

  The response from the business is somewhat misleading. At no point did they suggest we should consider new wiring or offer to quote us new wiring. In fact, the electricians only suggested we one repair might cost additional money,, and we said that would be fine.  We had two separate inspections before buying the house and have had estimates by four different electricians. No one has suggested we need new wiring.

  Old wiring doesn't explain outlets and junction boxes that push into the walls or ceilings nor does it explain the outlet with the open ground or another installed upside-down. 

  One of the issues here is that the electricians are young and when the lead left the company in the middle of our project, no one senior followed up to inspect *****'s work. They did come out two days ago and correct multiple items. The head electrcian came, but the head electrician did not stay and did come to see us before he left to verify that there was nothing else we wanted him to check. He also didn't come back to check *****'s additional work.

  Most items have been fixed.  We can't drywall around the panel (the original panel sat properly with the lip over the drywall). This one is too recessed into the wall. At this point, we are waiting for them to obtain the fan receiver (they broke the fan receiver while trying to fix the fan which is still not wired per manufacturer instructions). The first receiver they put in did not give us the same functionality as our previous receiver. It was on/off only. No fan speeds. They will fix this, but they claim it can't be installed with the wiring in the junction box.  We've received an estimate from another electrician to fix the issue and will end up paying someone else because Keep Smiling says it can't be installed per the manufacturer instructions. 

  At this point, we would like two things: for the case to remain open until the work is complete and an apology from the owner for the misleading response. They know full well that they did not tell us we need new wiring. The house is less than 50 years old. 

  They manager and lead electrician appear to be making a good faith effort, but we're still fairly frustrated. 

  

  Business Response

  Date: 07/07/2023

  We are very sorry for the outcome. We never intended to offend anyone. We have made, and are making, effort in good faith to resolve this to the customers satisfaction. *************************** is an owner and personally came onsite to ensure this matter has our personal attention. Our only goal is to make certain this is handled properly.