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:02/01/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 told my realtor about my hot water heater issues. He linked me up with a plumber named Richard. On the phone I told Richard that I think the problem is my water heater pump. He came over to my house and looked at the hot water heater and was in agreement with my diagnosis. Then he asked for ****** fee for coming out. He said that he would be back later in the week with a replacement pump and that ****** would go towards the bill. Didn't hear from him for about 5 days. Called him. Then texted him. He said he had a family emergency and will reach out to me on January 22nd. It's now February 1st. I have not heard from him.

  Business Response

  Date: 02/08/2024

  This customers information is completely incorrect. I explained to the customer on the phone when I initially talked to him that there would be a service call fee of ****** for me to show up and the customer was fine with the fee for me to come out. Then when I showed up at the location I spent about an hour roughly making sure and diagnosing the issue and verified that the problem was in fact the circulating pump thats attached to the water heater. I did in fact explain to the customer that I would try and return with the new pump the following week. The week after I wasnt able the show up because of being on a contracted job in the Athens area which was the complete opposite direction which I also explained to the customer as well. The following week after that I did in fact have a family emergency out of town that I had to deal with and a funeral to attend and that once i returned I would let him know. Once I returned back from out of town temperatures where in the teens and we recieved a ton of emergency calls with busted and flooding houses that we had to handle and were not able to return to ************* house. I did attempt to make contact with ************ and was unable so I continued on with my schedule and other work. I also explained that I would not refunding ************ the service fee because of the initial conversation over the phone and was upfront about the service call fees and spent more then ample time at his house to verify his problem. 

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21230247
  
  I am rejecting this response because: Number one he is not telling the truth about advising me that there will be a $175.00 fee just to visit. Secondly he agreed that $150.00 of that visitation fee would go towards the repairs. He never contacted me to schedule an appointment to do any repairs. Third and final point is that *************************** is my relator and associate of mine who introduced Richard to me. ******** even stated that he didn't expect Richard to charge me a visitation fee. And ******** will testify to that.   
  
  Sincerely,
  
  *******************