Complaints

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• Initial Complaint

  Date:06/26/2024

  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.

  June 25,2024 ************** came at approximately 11:04am I was told by Ms. ******* to be ready from 10 am till 12pm and then she tried to give an max ******** of 400 for the repair. When he arrived the job was done by 12:00pm at the latest and was told $195/ hr a plus parts to service. I spoke to Ms. ****** at Aloha Plumbing she told me the repair would be at a as needed basis and was very kind and professional. I spoke to Ms ******* today 8:59am on 6/26/24 and expressed my concerns about the information presented to me was a total of about $260 and was ok with that but I feel I have a right to know the details of the invoice and that was not presented. Also, when I addressed my complaint I am accustomed to being acknowledged and then seeking a compromise and reparation. Maybe there is staffing issues I am not sure but out of courtesy there should be maybe acknowledgement for the issue Also, ************** told me M. Torigoe has retired and Ms.******* told me that he is affiliated and the Contract Manager and his building is upstairs not sure who to trust and if the office is at a PO Box how do I know M. Torigoe still has his office? Invoice attachment and copy shown below Have a great day!HPG LLC / M. Torigoe Plumbing, an HPG Company ************ **************************************** Address When I ****** map it its at a post office IMG US ************** *******************************

  

  Business Response

  Date: 06/26/2024

  06/24/24: ************ had called for service & ******* spoke to ************ for ***** minutes answering all **************** questions and informing ************ on the $195/hr rate (minimum of 1 hr) & cost of any materials used as well as the invoicing & payment processes. ************ was scheduled for 06/24 and ***** arrived at 11am to check a running toilet and toilet parts given the lever "looks broken." ***** performed his service call as any other but called ******* to inform her that ************ made him feel "really uncomfortable" because she made him sit with her to have a snack and got upset with him as he tried to leave to return to his vehicle and told him "May *** have mercy on your soul". ************ contacted ******* to discuss Ms. ********************* & tried to have it sent to a third party. ******* explained to her that she was only being charged for the minimum of 1 hour of service and materials used and was not billed for ***** "sharing a meal" with her, which was one of her complaints. She contacted ***** on his personal line again which again made him feel really uncomfortable, to discuss the price saying she believed the price to be $95 when it was fully explained to her during the 20 minute that the cost was $195/hr. ************ then continued to harass ******* by calling a few different times on 06/26 to inquire on numerous things like why it has M. Torigoe on the bill as a Project Manager if he's retired because ***** said so (which he confirmed he did not) & that she wanted to speak to him to prove he actually works here. ************ continued on by telling ******* to address ************ as "******************" because they were not on casual terms and that ******* needs to go to ******************* to see what real customer service looks like & that she questions the integrity of the Company because ************ didn't get to talk to *******, amongst other belittling statements. ************ would ask a question but interrupted ******* every time ******* tried to answer ************ and went on to insult ******* by saying ******* was "gaslighting" ************ and not considering **************** feelings before ************ said "may *** have mercy on your soul" and hung up on ******* every time. ******* handled these calls with the utmost professionalism and was surrounded by fellow employees and not once did ******* raise her voice or was rude or dismissive  towards ************ and we wish for these accusations to be dismissed and removed for our profile. ************ said she would mail a check in and pay for her invoice but never use us again, then we get this complaint.