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:12/04/2024

  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.

  On November 30th, 2024, Service Legends worker came out to look at/repair heat pump. Upon arrival, he said he was very busy, didnt have tools to fix issue. He spent about 12 minutes on this.He the said he would look at furnace and found water. He offered filters, which I bought and dont expect refund. He said he could fix water issue. I did agree but that is when he started pushing duct cleaning, which I did not purchase. He said I had to pay up front for furnace issues and would be called Monday, December 2nd. He did not leave any sort of receipt or outline of what he was fixing. I believe he was taking advantage of me not knowing much about HVAC. I have still not been called.I called yesterday, December 2nd and an office worker called me back.She took down my notes and I requested refund. She said that this had to go to the service manager. I did not receive a call. I called again December 3rd and still no call. All I want is my money back minus the filters.We have been customers since 2013. They obviously dont care about their customers and just upsell to make money.

  Business Response

  Date: 12/16/2024

  We have spoken with the client to address their concerns and ensure their satisfaction. As part of the resolution, we refunded the client for the service, minus the cost of the filters they purchased, as they requested. Additionally, we confirmed that everything with their system is working properly.
  The client expressed satisfaction with the resolution and mentioned that they intended to remove their comment from the BBB. Regardless, we are pleased to report that the issue has been resolved to their satisfaction.
  We appreciate the client bringing this matter to our attention and remain committed to delivering excellent service to all of our customers.

• Initial Complaint

  Date:11/11/2024

  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.

  In June a/c broke called service legends as I have been a customer for the last 10 years. They came out next day and fixed the unit. At that time I opted to join their club for $275.00 for the year. Suppose to get a furnace tune up in the fall, a/c tune up in the spring, plumbing and electrical evaluation and priority service for the price. Ok not bad. Fast forward to November and crickets they tried to get ahold of me in July for plumbing evaluation other than that nothing. They sent be a email yesterday about something off topic. So I responded and asked what about my furnace tune up. Was told the first available appointment was feb. 7th 2025. WHAT???!! Are you serious? This was supposed to be done in the fall not late winter. Asked for a pro rated refund for the unused months. No answer on that either. Sl responded with since I joined in June my furnace wasnt due till February. How do they figure that?

  Business Response

  Date: 11/11/2024

  We appreciate the opportunity to respond and provide clarity on this matter. First and foremost, we value our long-time clients and are committed to ensuring their satisfaction.
  
  We understand how important timely service is and apologize for any confusion regarding the scheduling of the furnace tune-up. Typically, maintenance schedules are based on the original join date, which is why the customer's furnace maintenance was initially set for February. This has been adjusted so going forward we reach out to the client at his preferred time.
  
  That said, after the client reached out expressing concerns, we made it a priority to find an earlier appointment and successfully scheduled their furnace tune-up for next week. We are committed to making sure our members receive the full benefits of their club membership, including priority service.
  

  Customer Answer

  Date: 11/12/2024

   
  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,
  
  *** ******

• Initial Complaint

  Date:08/12/2024

  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 had an outdoor ** unit with a fan that would periodically stop spinning. With a power cycle, the fan would spin again but only for maybe 30 minutes. During the heat wave, temperatures in the house were rising to 85 F. I scheduled Service Legends to take a look. 7/28/24: Service Legends came by and cleaned the condenser coils, charging $563.89 including diagnostic fee. The fan start spinning so the technician left. Fan stopped working within 30 minutes and the house never cooled down. Called and they said a technician would come tomorrow with diagnostic fee waived. 7/29/24: Service Legends came for diagnosis. The technician said a repair part needs to ordered, est. 2 days shipping. Charged $449.54 to order the part. They originally quoted $548.54, had to remind them that the $99 service fee should be waived. 7/31/24: Called Service Legends to verify part would arrive within the day or tomorrow. They verified it would arrive soon, and a technician could repair the ** either today or the next. Service Legends said they would call with any updates. 8/1/24: Service Legends did not call. Waited until 3 PM to call Service Legends. Said the part was delayed, it should arrive today or tomorrow and will call for updates. 8/2/24: Service Legends did not call. Waited until 2 PM to call Service Legends. Said the part was delayed until Monday. 8/5/24: Service Legends did not call. We called at 3 PM and they said the part was delayed but should arrive tomorrow. They said they would call with updates. 8/6/24: Service Legends did not call. We called at 4 PM and they said the part was delayed until later in the week. 8/7/24: We called at 3 PM, they verified the part arrived. Technician would come tomorrow. 8/8/24: Technician came and installed part, then left. *** still stopped working and the house is warming up. They failed to communicate and we dealt with an 85 F degrees house for almost two weeks, thinking it would end soon. I no longer wish to do business and I want a refund.

  Business Response

  Date: 08/13/2024

  We are sorry to hear about your recent experience with our service and appreciate your feedback. We have attempted to reach you via phone and text to discuss your concerns but have not yet received a response.
  Please know that we take customer feedback seriously and are committed to resolving any issues. If you could provide us with a convenient time to contact you or additional details about your situation, we would be more than happy to address your concerns promptly.
  Thank you for bringing this to our attention, and we hope to resolve this matter to your satisfaction.

• Initial Complaint

  Date:07/08/2024

  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.

  We recently, on June 21, had one of the service legends plumbers out to our house (*************************) regarding a leak we were having in our basement. The diagnosis fee was $100, however, this plumber didnt investigate anything beyond what we (who are not plumbers) were speculating the leak was coming from. He sealed our bathtub drain for another $50 and left.About a day or so after, we went back to check the seal and noticed a crack/small hole in the base of the tub. I am disappointed this was missed when the plumber came out to diagnose the issue and also that he didnt explore any other options beyond what we speculated the issue was at the time (the drain not being sealed all the way). We called the plumber and asked him to come back out to assess the crack/hole and he told us to buy an at-home $15 tub repair kit, which we did. He said hed come back day or night, on the weekends to fix, but he was too busy and sent a friend of his to do a favor (a plumber not associated with the company). This plumber sent by service legends botched the repair kit and the mixture has not cured or dried.We were told that well be refunded the $100 diagnosis fee, which was actually closer to $106, but have not been refunded this money. Wed like to also be refunded for the repair kit that was incorrectly used by the third party plumber sent by the service legends plumber, as were now out $175 for a problem that has never actually been looked at, diagnosed, or fixed.This is our only bathtub and we have a young child whos been having to bathe in a shower and sink. We are very disappointed in how this has all been handled over the last few weeks.

  Business Response

  Date: 07/16/2024

  Thanks so much for your feedback and giving us the opportunity to investigate the issue you are having.Our attempts to reach you have been unsuccessful, leading to voicemail messages. We would love the opportunity to talk about your experience and see if there is something we can do. 

• Initial Complaint

  Date:05/10/2024

  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.

  I am tired of them charging me a member fee each moth and telling me I need to pay additional money to make my AC/ Heating unit to preform better. What am I paying them a monthly fee for if I need to spend more money on improving issues. I pay for monthly maintenance fee which already covers these issues and includes there checking my unit twice a year without expecting me to pay for unneeded charges that are typical wear and do not affect the units proformance.

  Business Response

  Date: 05/10/2024

  Dear BBB,
  
  I am writing to inform you that we had a productive conversation with **** earlier today, May 10, 2024. During our discussion, we were able to clarify any misunderstandings regarding the services offered and provided.
  
  We sincerely apologize for any confusion that *** have arisen, and we are pleased to confirm that the issue has been successfully resolved.
  
  If you have any further questions or concerns, please do not hesitate to contact us.

• Initial Complaint

  Date:02/27/2024

  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 hired Service Legends to run new wiring from thermostat to furnace. After completed the furnace started short cycling and not being an HVAC person had no clue why. It finally shut down and I was without heat two days. I finally called DM ******* who had cleaned the furnace only to be told the wiring was not tidied up and was therefore was causing shorts and they fixed, got it back up running and replaced the thermostat which was damaged. SL installed the new one when wiring. When SL called me I was pretty much told it was my fault for not accepting additional service on the unit WHICH WAS NOT OFFERED and how was I to know they screwed it up in the first place. Insult to injury. Unprofessional and I cant believe he blamed me. Expensive not correctly done and ruined a $100 thermostat. The service supervisor was terrible at his job and since I seemed to have a knowledge of hvac since I knew short cycling totally dumped on me. Could not believe it.

  Business Response

  Date: 02/27/2024

  During our visit, our skilled technician was tasked with installing a thermostat provided by the client, for which a quote was provided and accepted by ***************. Understanding the importance of maintaining a functional system, ************** went above and beyond by waiving the additional charge typically associated with installing new wiring, recognizing the necessity to address existing wiring issues.
  
  Following the installation, ************** conducted a comprehensive evaluation of the system, as is standard practice for our company. During this assessment,it was noted that the system exhibited signs of short cycling, indicative of underlying issues. Subsequently, ************** presented four quotes outlining potential solutions for the identified issues, which unfortunately were declined by ***************, citing her husband's expertise in HVAC matters.
  
  Despite the decline, we remain committed to ensuring customer satisfaction and had *************** contacted us for the new issue that presented itself we would have offered to send a technician back to address any concerns related to our workmanship at no additional cost, should ************** suspect any issues arising from our service. It is important to note that while we acknowledge the possibility of defects in the client-provided thermostat, we are unable to guarantee its functionality as it was not supplied by our company.
  
  It may be important to note as well that while attempting resolve this issue with *************** she opted to end the conversation with our representative by hanging up he the phone.
  
  At Service Legends, we uphold a commitment to delivering exemplary customer ********************** and taking accountability for our work. We regret any misunderstanding or dissatisfaction experienced by *************** and reiterate our willingness to address any unresolved issues to ensure her complete satisfaction.

  We encourage *************** to contact us directly should she require any further information or clarification.

• Initial Complaint

  Date:01/24/2024

  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.

  This complaint is about a water heater installed in January of ****. The water heater was installed as asked with knowledge of price. When asked for a specific breakdown of pricing, labor, parts, etc. the company is unable to provide the details needed. We are filing this replacement with our insurance company and are unable to provide them with the information needed in order to move forward due to the lack of breakdown in pricing. We have called and emailed several times asking for the breakdown and continue to be told they are unable to provide this. The market value for said water heater is well below the price we were charged and we believe that we deserve to know exactly how much the water heater, labor and parts cost. We were simply given a total cost. Our insurance company uses an independent firm to assess the charges and compare pricing. Their assessment is well below the amount charged which is concerning as a consumer. Our insurance has stated that we overpaid for the water heater. We deserve to know what exact services/parts we were charged for beyond one lump sum. How much was the pvc pipe? How much was the exact labor charge or what is the hourly charge for labor? How much was the copper piping? How much was the actual water heater itself? We are trying to ascertain why our final price is so discrepant from market value. I have included the invoice which clearly does not give a breakdown.

  Business Response

  Date: 01/31/2024

  We appreciate your diligence in reaching out regarding the review of your profile and project and apologize for any misunderstanding.
  
  Upon our initial assessment, everything appears to be appropriate and in order. To ensure a comprehensive examination, we will involve all relevant parties within our company in the review process. This collaborative approach ensures that we have a thorough understanding of all aspects involved.
  
  Regarding pricing breakdowns, it is our practice to adopt a holistic view of all job costings when calculating our retail investment price for our clients. Our pricing structure encompasses various components,including but not limited to equipment, labor, materials, warranty,consumables, permits, and other elements that we deem integral to the overall cost of the job.
  
  Rest assured that we are committed to a meticulous review to identify any potential issues on our end. If there are any additional concerns or details you would like us to focus on during this process, please feel free to reach out and share them with us.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21194184
  
  I am rejecting this response because:

  This is not an acceptable response to the amount of money that was paid. We have simply asked for the price of the water heater. Not your cost, what you sell it for to customers. If you believe your services so wonderful, then this is an easily answered question. I have already left a review and will continue to look into other options as well. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/05/2024

  I sincerely apologize for any confusion that *** have arisen. To address your inquiry, the retail investment for the water heater you purchased corresponds to the amount you paid. Our offering includes a comprehensive peace of mind package with supplementary items intended to extend the lifespan of the system and mitigate any potential future inconveniences or frustrations.
  
  It's important to note that we don't specifically differentiate between a peace of mind package water heater and a standard water heater. What you were presented with aligns with the same presentation given to our other valued clients.
  
  If you have any further questions or require additional clarification, please don't hesitate to reach out. We are here to ensure your satisfaction and address any concerns you *** have.
  
  Thank you for your understanding.

• Initial Complaint

  Date:01/22/2024

  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.

  On Monday Jan. 15th we called Service Legends to fix a condensate pump which had stopped working on our natural gas boiler. ****************** was shown the problem and diagnosed it as a unfixable part. He installed a new pump and I paid the bill we agreed upon. He advised it was working and took the old pump as he advised it had a blown motor. Tuesday Jan 16th we arrived home at 5:30 in the evening to the boiler not running. We immediately called Service Legends who said they would call us back and had us on an emergency call list. 90 minutes later I called them back and they said they would not have anyone to contact us that night. I went to the basement and saw that the breaker for the boiler was tripped. I reset the breaker and when I did a ball of flames came out from the boiler and a loud bang was felt in the breaker box - an explosion of sorts. There was no gas leak in the basement but at this point I felt in fear of my and my daughter's life who was in the home with me. We called a neighbor who has HVAC experience who helped us determine how to gain heat. Service Legends sent a technician (not ******************) on the morning of the 16th. That technician found that the Condensate pump had been wired incorrectly and found where the arc had blown a hole through the sheet metal housing on the side of the boiler. That technician made proper repairs. Service Legends has paid advertisements on television, radio, etc. with a tune stating "we fix it right or it's free....service legends". I have reached out to the company numerous times since the 16th and was told we would receive a call back which we have not - They have not honored their mission, and I fear additional damage *** have been caused to the boiler due to the explosion caused by their technician.

  Business Response

  Date: 01/24/2024

  On Monday, January 15th, our dedicated technician visited the *******' home, to address an issue with their condensate pump motor. Following a thorough diagnosis, the client agreed to the necessary repair and pricing.Subsequently, ************** promptly returned to ********** to acquire the required part and efficiently installed it upon his return.
  
  The boiler was operational upon completion of the repair; however, on January 16th, the client reported a subsequent issue with the boiler not working.Unfortunately, due to colder temperatures and the timing of the call, we were unable to attend to the matter that evening but prioritized the earliest available slot the next morning.
  
  Upon investigation, our returning technician confirmed that the initial repair had been performed correctly. The issue causing the breaker to trip was traced back to pre-existing wiring that had worn through its outer casing over the course of 13 years, contacting the metal and causing a short. Recognizing the short turnaround time after the initial repair and acknowledging the possibility that our work *** have triggered an underlying issue, we decided to uphold our commitment to customer **********************. We addressed the new problem at no additional cost to the client.
  
  While the second issue was not directly our fault, we took responsibility and worked swiftly to resolve it without imposing any financial burden on the client. Pictures uploaded to the job by our returning technician demonstrate a burn **** on the where the short occurred but no structural damage.
  
  It's important to note that, as part of our standard procedure, ************** thoroughly inspected the system a second time after completing the repair to ensure there were no further damages.
  
  Our "*********** or It's Free" guarantee, as prominently advertised in our commercials, paperwork, and website, states that if an issue is not diagnosed correctly the first time, the client does not pay our diagnostic charge. Despite correctly diagnosing the initial problem, we offered the client a refund of the service charge ($99) as a gesture of goodwill. Regrettably,this offer was declined, and the client indicated their intention to pursue the matter through the BBB and claims court.
  
  At Service Legends, customer satisfaction is our utmost priority, and we sincerely apologize for any inconveniences experienced by the client. We provided prompt service within our earliest available timeslots on both occasions and made a good-faith effort to address their concerns.
  
  If you require any further information or clarification, please do not hesitate to contact us.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21179924
  
  I am rejecting this response because: they are misrepresenting the incorrect work their technician did. He had to wire in the new pump and his work caused the secondary malfunction. His work caused an explosion in my basement as well as a day without heat. It caused us to have to make numerous calls to service Legends as well as take the day off to supervise the new technician inspection of the reason for the wiring failure. Nothing wore through metal over 13 years of no moving parts. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/01/2024

  We wish to reiterate that the offer to reimburse the service fee remains open should the ******** choose to accept it.
  
  As stated earlier, we apologize for any inconvenience experienced by the *******. We remain committed to addressing customer concerns promptly and ensuring the satisfaction and safety of all our clients. We feel at this point our second complete and thorough service visit, our ownership of the second repair at no additional cost, our client service team being able to move other clients in need to put the ******* on the top of our priority list for our earliest appointment, and offering to refund their service fee is a fair outcome.

• Initial Complaint

  Date:06/12/2023

  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 HVAC package over 1 year ago. There is a guarantee that energy use will be reduced 25% or they will pay back double the difference. After the year passed, I assembled utility bills and found gas use stayed the same; electric use went up. I called the company to find out how to make a claim regarding the energy use guarantee. Suffice it to say, I have been getting the run around ever since! I provided all the information requested and still no result. I offered to send all 24 monthly utility bills; still no response. I did an on line chat to complain and mentioned my next step was to contact BBB. I received an email the very next day stating the results would be available that day (June 6). No response as of today. Service Legends has a zero say-do ratio! I talked to another customer who said SL delays hoping you will just let it go or forget. Thats not me. Im attaching a photo of the energy use table I provided.

  Business Response

  Date: 06/12/2023

  Thanks for sending this over - I apologize for your experience on this.  We do have the 25% utility savings guarantee and I will follow up with the appropriate parties to get this reviewed/addressed.  Will update with my findings/next steps.  Thanks!

  Customer Answer

  Date: 06/12/2023

   
  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,
  
  *******************************

• Initial Complaint

  Date:05/23/2023

  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.

  4.25.23 $3,407.95 The drain from the kitchen sink was clogged underneath the cement in my basement. This was an exposed cast iron pipe in my fully finished basement. I called and scheduled Service Legends to come out. They charge a $100 consultation fee. It was determined by them that it was a corroded pipe above cement that needed replacing. Despite asking if this could be coming from below the concrete. Insurance is ready to replace the flooring and we are unable to use water without it backing up onto our floor causing further damage to the area the pipe hits concrete in the basement. The plumbers were out at 11A and worked until 8:30P. When they finished replacing the pipe, he ran water and determined it was still clogged and left us with half a bottle of drain cleaner (A preventative maintenance - NOT a fix) and gave instructions on how to use it. The following day the drain was still clogged and backing up in the basement. It took many tries to finally get ahold of plumbing management. finally got a call back and I had a long talk with **** and he apologized for the trouble but insisted they did what needed to be done. He informed me many times of his 14 years of experience in the field and that plumbing and drain cleaning are two separate trades. He acted as though I should've known this. I told him that I do NOT have this experience and should have been told this from the get go. They should have taken their $100 for the consultation fee and told me this was outside of their scope of work. My options for all this trouble and the made up issue that they created to rip off a customer were as follows: A) a discount on future service B) new instillation of a sink C) a measly $200. They also had **** come back out to scrub the *** and run water down to make sure it was unclogged. They have no images of a "cracked pipe" behind the sink. Only pictures after the work was done. I feel like I was scammed for this amount as this would have been resolved by unclogging.

  Business Response

  Date: 06/02/2023

  After reviewing this incident with the involved teams, it appears that there was a clogged drain that was needing to be addressed along with a break/crack in the draining line.  *********** replaced the exposed piping that had a clog in it along with the break.  After performing the repair, the draining was better, but not as smooth as it should have been exposing that there were further clogs beyond the exposed piping, which we do not service.  At no additional cost to the client, we subcontracted a clog cleaning company to come assist with the project.  Due to the additional time that this caused the client, we did reduce the overall cost of the repair for her frustrations of the unforeseen issues.  After all of this was done, the client agreed that the matter was settled.  Later on, the client called back and expressed further concerns that the issue was not resolved, in her eyes.  After further conversations, we issued an additional refund to the project due to unforeseen issues on our end that cause client frustrations.  We have marked this issue as resolved on our end.