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:04/01/2024

  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.

  I have repeatedly tried to contact the business via phone, left voice mails and have received no response. In December, I was told over the phone that they would get back to me about fixing up the drainage tile ends to increase flow rate. This hasn't happened yet, and I cannot get a hold of a person to talk with about resolution.

  Business Response

  Date: 04/12/2024

  Dear BBB, 

  We went out and installed the drain tile in October of 2023. In November 2023 we replaced the grates with mesh wiring as was requested. At no charge. We also didnt charge him when he called us out multiple other times to clarify other specifics that he failed to mention at the initial install time. The amount he is requesting back is the cost of the drain tile install, which we completed and worked with him on over the course of 3 months. RainKing Also made multiple trips to the residence at no charge (5). He wanted extra work done with no payment. The work was done and now the homeowner wants everything for free. The complaint is unfounded and clearly an attempt to use the BBB to defame RainKing. RainKing is a member of the BBB and to date has one unfounded complaint since 2021 out of over hundreds and hundreds of customers.
  

  Sincerely,

  **********************

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 21508330
  
  I am rejecting this response because:

  My requested outcome is to talk with someone at the business to resolve the issue.

  I do NOT want a refund. I did not know what amount the repair will cost me to have fixed by a different contractor so used the total amount for the work for the disputed amount.

  After install, there was a heavy rain and it became apparent that the ends of the tile did not allow for enough outflow of water. At that point, I called Rain King and asked if they could make a change to increase the flow of water out of the drainage tiles. They agreed and sent workers out to fix. However, when the crew was here, I tried to communicate to them what the issue was -- that flow needed to be increased. I suggested opening the ends of the drainage tile up to allow for as much flow as possible, but mentioned, if that's done then be sure to include a critter guard (the mesh). At this point the crew didn't have the parts they needed or something and came back again a second time. Again they wanted my input but communication was again a challenge due to language barriers. There was no resolution and the crew wanted to try something else. I was confused as to why they didn't have a plan to increase the flow rate. From the beginning I consistently communicated to multiple different people at RainKing that increasing the flow rate at the drainage tiles ends looked like it was necessary.

  I understood that there were communication challenges and the lady I spoke to in the office assured me that they wanted to get things fixed up. Sounded good to me. She told me they would try to come up with a solution and get back to me. I waited several weeks (maybe RainKing's busy winterizing). Xmas happened. It was cold and winter time so I figured no work would be happening. Once the weather warmed back up I figured it would be a good time to follow up with RainKing and pick up where we left off. (At this point, there's no problem.) I called multiple times but no one answered. I left multiple voicemails with my call back number; none of my calls were returned. To me, this is the problem, communication (poor or lack there of). I tried a few more times then submitted my complaint to BBB.

  If the ends of the drainage tile are too limited and large amounts of water cannot exit the system during heavy rains, then the work/money/effort may be wasted as the point of the system is to move water away from a building. Effectively, this is the cost of the project. Again, given my last verbal, over the phone communication with a lady in the office, I was of the understanding that RainKing wanted to fix things up.

  To reiterate: My requested outcome is to talk with someone at the business to resolve the issue.

  I think I spoke to *** on the phone before and after the project and would be happy to speak with him again to resolve the issue.
  

   Sincerely,

  *************************

  Business Response

  Date: 09/17/2024

  In response to your letter, it is RainKing's position that we have in good faith responded to the customer's complaints. If the customer chooses to do more work on his house then that's his choice. RainKing through the years has done hundreds of tile jobs with zero complaints. We feel reimbursement is not in order. 

  
  

  Sincerely, 

  
  

  RainKing