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:07/02/2025

  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 June 3, 2025, the contractor was hired to perform a hydro-jet wash on 12 lines along with a full camera inspection, as outlined in the service agreement for $5189.00. However, the contractor failed to complete the hydro-jetting and did not use the camera to inspect all lines, as required.Additionally, the contractor failed to provide a written report confirming the condition of the drain lines and the proper flow, an essential deliverable under the contract.A follow-up meeting was scheduled for June 30, 2025, to address the incomplete work. However, the contractor refused to show up, citing a negative ****** review left by a resident. A licensed third-party company confirmed that only part of the pipe had been cleaned and that grease and debris remained in the main lineclear evidence that the original job was not properly completed.

  

  Business Response

  Date: 07/03/2025

  Thank you for the opportunity to respond to this complaint.
  On June 3, 2025, our company was contracted to perform a hydro-jet service and camera inspection on the propertys main sewer lines. This work was completed as outlined in the agreed-upon estimate, which the client authorized on May 28, 2025. Our technician spent a total of 7 hours and 38 minutes on-site performing this work, as verified by our GPS time tracking system. At the time of service, all lines were functioning properly, and there was no indication of any ongoing blockages.
  Shortly after completion, concerns were raised by the Association regarding the quality of the cleaning. In response, and at no additional charge, our team returned on June 11, 2025, to investigate the issue. During that visit, we discovered the concern was related to a separate branch linenot part of the original scope of work. Regardless, we invested further time on-site and even performed a complimentary inspection to be thorough.
  We were later informed that the Association had hired a third-party contractor to evaluate the lines. That company's video footage confirmed that the main line had been cleared and was flowing, which aligns with our original assessment. Any remaining grease or debris identified in branch lines would fall outside the scope of our contracted work and therefore are not a reflection of our performance.
  A meeting was scheduled for June 30, 2025. Our company agreed to attend and televise the main sewer line again in front of the board if necessary. However, after a defamatory and factually inaccurate ****** review was posted by one of the residentsnaming our technician directly and making unsupported claimswe made the decision not to proceed with further unpaid services or meetings. This was clearly communicated in writing.
  To date, we have performed all services as contracted, followed up with a site visit at no charge, and offered further dialogue pending a fair and respectful environment. Given these facts, and the confirmation by an independent party that the main line was cleared, we will not be taking any additional action.
  We remain committed to honest, professional work and believe this matter is now resolved.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23546935
  
  I am rejecting this response because:
  1. Failure to Use Camera as ****************start="306" data-end="309">The company did not use the camera during the hydro-jetting of the vertical lines, and subsequently refused to do so. This is a direct violation of the original contract, which specified camera inspection as part of the service.  
  2. Lack of ****************************start="573" data-end="576"> Intelligent Plumbing failed to provide a report documenting the work, another contractual requirement that remains unmet.
  3. Third-**************************************************start="753" data-end="756"> Due to concerns about the quality of service, the Association hired a separate licensed plumbing company to inspect the lines. Their findings clearly show that Intelligent Plumbing did not complete the hydro-jetting work as claimed.
  4. Refusal to Reperform the Service:
  Despite multiple requests from the Association, Intelligent Plumbing refused to return and properly perform the hydro-jetting service. A formal demand letter was also sent through our management company, which the company initially agreed to acknowledge. However, following a public ****** review posted by a resident, they refused to follow through with any corrective action.
  Due to the reasons outlined above, we cannot accept the work as completed or satisfactory. The Association considers this a breach of contract, and reserves the right to seek appropriate remedies.
  
  Sincerely,
  
  Ion Bucuci

  

  Business Response

  Date: 07/08/2025

  We appreciate the opportunity to provide a final response regarding this matter.
  The complainant continues to claim that our company failed to complete the contracted hydro-jetting and camera inspection. This is simply not supported by the facts.
  On June 3, 2025, our technician completed a full hydro-jetting of the main sewer lines and performed a camera inspection, as outlined in the signed estimate for $5,189. The scope of work did not include televising every vertical stackonly the main lines, which were cleared and verified as flowing at the time of service. GPS time tracking confirms our technician spent over 7 hours on site completing the job.
  In response to concerns raised by the Association, we returned on June 11, 2025, at no charge, and investigated further. That visit revealed a separate issue with a branch line, which was outside the original scope of work. Despite this, we invested additional time helping to identify the problem.
  We were later informed that a third-party contractor was hired to review the drain lines. While we did receive a video from the Association, we have still not been provided with any credentials or licensing information for the contractor involvedincluding their City of ******* plumbing license, ********************** layers license, or classification as required for this type of work. Without that verification, we cannot evaluate the validity of their findings.
  We originally agreed to a June 30 meeting to televise the main line again in front of the board. However, after a resident of the building publicly posted a defamatory ****** review personally attacking our technician and misrepresenting the situation, we made the decision not to proceed with further unpaid work. This was communicated in writing.
  In summary:
  The work was completed per the signed agreement.
  We responded to concerns and performed additional investigation at no charge.
  No formal evidence has been submitted proving the original scope was not fulfilled.
  The environment created by defamatory public statements made it inappropriate for us to continue unpaid involvement.
  No further action will be taken by our company.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23546935
  
  I am rejecting this response because:
  1. Failure to Use Camera as ****************start="306" data-end="309" style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">The company did not use the camera during the hydro-jetting of the vertical lines, and subsequently refused to do so. This is a direct violation of the original contract, which specified camera inspection as part of the service.  
  2. Lack of ****************************start="573" data-end="576" style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">Intelligent Plumbing failed to provide a report documenting the work, another contractual requirement that remains unmet.
  3. Third-**************************************************start="753" data-end="756" style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">Due to concerns about the quality of service, the Association hired a separate licensed plumbing company to inspect the lines. Their findings clearly show that Intelligent Plumbing did not complete the hydro-jetting work as claimed.
  4. Refusal to Reperform the Service:
  Despite multiple requests from the Association, Intelligent Plumbing refused to return and properly perform the hydro-jetting service. A formal demand letter was also sent through our management company, which the company initially agreed to acknowledge. However, following a public ****** review posted by a resident, they refused to follow through with any corrective action.
  Due to the reasons outlined above, we cannot accept the work as completed or satisfactory. The Association considers this a breach of contract, and reserves the right to seek appropriate remedies.
  
  Sincerely,
  
  Ion Bucuci

• Initial Complaint

  Date:06/30/2025

  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 am filing this complaint regarding a service I received from Intelligent Service on May 19, 2025. I paid $549 for power rodding of the main sewer line through an interior wall cleanout, plus $129 for a camera inspection, totaling $678.The technician only performed a single rodding pass and immediately followed it with a camera inspection. Despite clear evidence on camera of remaining tree roots in the pipe, no further effort was made to continue clearing the blockage. The technician stopped the work, declared the job complete, and left. There was no second pass, no hydrojetting, and no chemical treatment. They simply showed me two pictures of the roots still inside and assured me it was fine.However, less than two months later, my main sewer line completely backed up again, and the issue reappeared when I used the washing machine. This indicates the root obstruction was never fully cleared in the first place.The technician briefly mentioned this may be a temporary fix and gave me a $12,000 estimate for a full pipe replacement, but no serious follow-up, warning, or plan was offered at the time. I paid the $678 trusting their professional judgment but clearly the service was rushed and incomplete.Whats more frustrating is that this company has not followed up at all, despite public replies to other complaints promising better communication. I received no calls, no updates, and no support, even after this predictable failure.This experience has caused not only stress and plumbing disruption, but additional financial loss as I now need to seek further inspection and repair from a different provider. I feel I paid a high price for a one-time, partial cleaning that was clearly insufficient.I am extremely dissatisfied and would like this complaint to be formally reviewed by BBB.

  

  Business Response

  Date: 07/02/2025

  We reject this claim.  This customer never reached out to our company outside of leaving defamatory remarks online.  We were alerted of her remarks and WE contacted her, sent the tech back same day 6/30/2025.  *********** performed an additional rod service at no cost and then televised the sewer line again.  This customer does not have adequate access to the sewer line 3" interior opening to service a 6" sewer line.   This has been explained to them multiple times.  It is not the fault of our company that this person has a sewer issue.  We have gone above and beyond to serve them.

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23537616
  
  I am rejecting this response because:

  I would like to respond to the businesss statement regarding my complaint.
  
  It is true that I did not call the company directly. However, immediately after their initial service, I submitted my concerns through their internal website form. The only response I received was a generic email asking me to call them. Im not sure why the responsibility to follow up should fall solely on me, especially after a service that did not resolve the issue. I received no further reply from them after that.
  
  Approximately two weeks later, since there was still no follow-up, I left a ****** review describing my experience. The company responded online and stated they would conduct an internal investigation but once again, I was never contacted after that.
  
  The issue with my sewer line recurred less than 45 days after their service. At that point, I updated my ****** review and submitted a complaint to the BBB. Only then did they send the same technician back to my home on the same day (6/30). While I appreciate the follow-up visit, the technician again did not remove any blockage. Instead, he repeatedly emphasized that I needed to install an exterior cleanout and provided a quote for the work. He also stated that their equipment could not properly access the blockage through my existing interior cleanout, which he said was too small for the main sewer line.
  
  After that technician visit on 6/30 and the additional rodding, the problem was still not resolved. Later that same day, I had to contact another plumbing company to clear the blockage.
  
  To be clear, no technician returned to my home to address the unresolved issue before I filed the BBB complaint. Although the company claims to have gone above and beyond, my experience was quite the opposite: vague communication, lack of follow-through, and no resolution.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  Yuehshih ****

  

  Business Response

  Date: 07/07/2025

  I'm not sure what to say.  Our GPS records as well as recorded phone conversations show that what this person is alleging is not true.  Is it possible that she has us confused with a different company?

• Initial Complaint

  Date:04/24/2025

  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.

  Intelligent Service charged me $13,100 to replace a 15-foot exterior cast iron sewer pipe running from my basement to my septic tank and 5 feet of PVC pipe in my basement, for a total of 20 linear feet. The exterior sewer pipe did not go underneath a sidewalk or road, so no additional digging was required.Intelligent Service charged me $655 per linear foot which is exorbitant. This job should have cost me between $200 to $250 per linear foot. Tidy Tank Septic Service provided me a quote of $200 per linear foot. Modernize, This Old House and Angies List state on their website that replacing a sewer pipe costs between $50 to $250 per linear foot, which includes materials and labor.Intelligent Service will state that I agreed to pay $13,100. However, I really did not have a choice when the clogged sewer pipe caused a leaking toilet to flood my first-floor bathroom and foyer.Monday 1/31/2025:Called Intelligent Service stating I have a leaking toilet and needed to have my sewer line rodded. Plumber A came over and attempted to rod out the exterior sewer line but could not unclog it. He then provided me with the $13,100 quote to replace the exterior and interior sewer lines. He unclogged the exterior sewer line by punching a few holes in it. Plumber A worked 4 hours.Wednesday 2/5/2025:Plumber A came back to my house in the morning to discuss the project with Plumbers B and C. Plumbers B and C dug a 1-2 feet deep trench, replaced the 15-foot exterior cast iron sewer pipe with PVC pipe, installed a clean-out adapter and placed top soil over the new PVC pipe. They also replaced 5 feet of PVC pipe in my basement with new PVC pipe. They worked a total of 17 hours.This project took a total of 21 hours to complete. I was satisfied with Intelligent Services work, but their price is very ******* $250 per linear foot, this project to replace *********************************** $5,000. I would like a refund of $8,100 for the overcharge.

  

  Business Response

  Date: 04/28/2025

  Thank you for reaching out to share your concerns regarding your sewer replacement project.
  We would like to reiterate that prior to any work being performed, you were provided with a full scope of work and a price, and the project only proceeded after receiving your authorization. While we understand the urgency of your sewer issue, choosing to proceed under those conditions does not change the agreement made before work commenced.
  Regarding your pricing comparison:
  Its important to understand that not all contractors are licensed or qualified to perform the same scope of work. For example, Tidy Tank Septic Service does not appear to hold an Illinois 055 contractors license, which is legally required to perform interior plumbing repairs or any plumbing work within five feet of a buildings foundation wall. Their failure to display an 055 license number on their website is a clear indication of this. By contrast, Intelligent Service employs fully licensed, bonded, and insured plumbing professionals who are authorized to perform both interior and exterior plumbing work protecting your home and ensuring compliance with all applicable regulations.
  Additionally, online cost calculators (such as Modernize, Angies List, and This Old House) are general guides and do not accurately reflect the realities of licensed, insured, and warrantied plumbing work performed to code standards within specific local markets. These resources often exclude costs related to proper licensing, insurance, warranty coverage, and operational requirements.
  The value you received included:
  Full correction of the sewers improper pitch and grade to prevent future issues
  Installation fully compliant with current plumbing code
  A 100-year transferable warranty providing you and any future owners long-term protection
  Oversight, coordination, and logistical support by a professional, licensed, and insured team
  While the visible hours spent on-site are part of the project, they do not account for the many additional resources required to properly plan, execute, and stand behind a project of this nature.
  We respectfully decline your request for a refund. We stand behind the work performed, the price provided, and the exceptional value delivered to you as a homeowner.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23247919
  
  I am rejecting this response because:
  

  On 5/1/2025, S and J Plumbing (IL License #*********** provided me with a quote of $7,667 to replace my sewer line.  Their quote is significantly lower than the $13,100 charged by Intelligent Service.
  
  Intelligent Service touts their use of licensed plumbers to justify their price.  However, on the morning of Wednesday 2/5/2025 plumbers B & C came over and recommended lowering my external sewer pipe from the basement to the septic tank  They suggested drilling a new hole underneath the existing hole in my basement and drilling a new hole underneath the existing hole in my septic tank.  Their recommendation would have placed the sewer pipe below the water level in the septic tank preventing water from properly flowing into the septic tank and damaging my septic tank.  In addition, their recommendation would have caused a major clog in my interior drain pipes resulting in flooding inside my house.  I instructed plumbers B & C to use the existing holes in my basement and septic tank and to NOT lower the sewer pipe. A licensed plumber should NOT have recommended lowering my sewer pipe.  S and J Plumbing also stated the sewer pipe should NOT be lowered.  For $13,100, I should not have to  correct Intelligent Services licensed plumbers.
  
  I respectfully disagree that the pitch was corrected.  The pitch was correct before Intelligent Service installed the new PVC pipe and was not improper as Intelligent Service stated.  A straight PVC pipe was used to replace the old cast iron pipe using the existing holes in my basement and septic tank, so the pitch on the new pipe is the same as the old pipe.
  
  On 11/14/2024, Intelligent Service installed a new water heater but neglected to replace the old gas shut off valve on the water heater.  Nicor inspected the new water heater and stated the old gas shut off valve should have been replaced during the installation.  Intelligent Services licensed plumber should have replaced the old gas shut off valve when installing the new water heater to prevent a gas leak.
  
  I would like a refund of $5,400 for the overcharge based on S and J Plumbings quote and the recommendation from Intelligent Services plumbers to lower the sewer pipe, which would have caused significant damage to my home.  I do not see a reason to pay Intelligent Service a premium for their work on this sewer line project.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/16/2025

  
  
  At Intelligent Service, we are committed to delivering high-quality, safe, and code-compliant plumbing services. We are disappointed by the misrepresentation of our work in Mr. ****** complaint and would like to clarify several important points.
  
  Our licensed plumbers are highly experienced and fully understand the design and operation of septic systems. The recommendation to lower the external sewer pipe was made following proper calculations and with the goal of enhancing long-term durability. By placing the pipe deeper underground, it would be shielded from UV exposure and environmental stressors, which helps extend its lifespan and reliability. At no point would our team recommend a solution that would compromise the safety or functionality of a customers home.
  
  When Mr. ***** raised concerns about this approach, our technicians fully respected his request and completed the installation using the existing entry and exit points. This flexibility is a reflection of our ongoing commitment to customer satisfaction.
  
  Regarding cost, the customer was provided with a detailed quote prior to any work being performed. That estimate was reviewed and approved before the project began. The lower estimate from another company was presented after the work had already been completed, which makes it irrelevant to the decision-making process. If Mr. ***** had obtained and presented that estimate before approving our work, he would have had every opportunity to consider it and pursue an alternative provider. He did not. Pricing after-the-fact does not negate the transparency and fairness of the agreement made at the time of service.
  
  Its also important to note that our pricing reflects not just materials and labor, but also the expertise of licensed professionals, the use of premium-grade components, and the comprehensive service we offerincluding a 100-year warranty on the sewer line replacement, which speaks to the quality and durability of our work.
  
  For these reasons, we respectfully reject Mr. ****** request for a $5,400 refund. The services provided were performed with care, technical accuracy, and in accordance with the customers approved scope. We stand firmly behind the value and integrity of our work and remain open to addressing any remaining concerns in a professional and constructive manner.
  
  Sincerely,  
  The Intelligent Service Team
  
  
  

  Customer Answer

  Date: 05/26/2025

   
  Complaint: 23247919
  
  I am rejecting this response because:
  

  I am very disappointed in Intelligence Services responses which have no basis in fact.
  
  On Monday 1/31/2025, I discussed replacing the old cast iron sewer pipe with Intelligent Service Plumber A, a senior plumber.  We agreed to keep the existing hole in the basement and the existing hole in the septic tank and install a new PVC pipe.
  
  On Wednesday 2/5/2025, Plumber A came over after Plumbers B and C recommended lowering the new sewer pipe. Plumber A told Plumbers B and C that their recommendation to lower the new sewer pipe would have placed the sewer pipe below the water level in the septic tank preventing water from properly flowing into the septic tank and damaging the septic tank.  In addition, Plumbers B and Cs recommendation would have caused a major clog in my interior drain pipes resulting in flooding inside my house. Plumber A instructed Plumbers B & C to use the existing holes in my basement and septic tank and to NOT lower the sewer pipe.  The respondent to my BBB complaint agreed with Plumbers B and Cs recommendation, which clearly shows they are unaware of the best practices for properly installing a new sewer pipe.
  
  In addition, Intelligent Service did not provide a reasonable and competitive quote for this sewer line replacement project.  On another project, ********* noticed that Intelligent Service failed to replace an old gas shut off valve when installing a new water heater. Intelligent Services negligence could have caused a gas leak resulting in severe injury or death and severe property damage.  

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

• Initial Complaint

  Date:07/17/2023

  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 company came out in May of 2023 and assessed my issue. They quoted me $6085 to make the repair. I attempted to schedule an appointment with ****** 6/1, at which time I was informed I had to make a 30% deposit to secure my appointment and to order parts. I called back later and was told I had to make the deposit with ******. ****** never called me back. I then called back on 6/2 to make the deposit with ******, this is when the issues began with setting a date for my repair. I was told on 6/1 that I could get an appointment for 6/8 and 6/9. I was told by ****** that those dates weren't available anymore because I didn't make the deposit on 6/1. I emailed **** and complained about difficulty scheduling and having to make a deposit. He assured me I needed to make the deposit and they are scheduling the week of 6/12. On 6/2 I made a deposit of $1,825. Set a repair date of 6/16 and 6/17. Since then, my appointments have rescheduled over and over again without warning and by an automated text message. Lastly, ****** informs me ***** that is supposed to be doing the job was injured at work and they don't know when he will be back. I asked to schedule my appointment with another tech and they refused.Eventually ***** is back to work and then I get a random email from ***** on 7/12 stating they can TENATIVELY schedule my repair for 7/31 and 8/1, otherwise you can wait until September in their slower season. I called on 7/14 and 7/17 and asked to speak to **** and ***** tells me he's in the field and he never calls me back. I asked to speak to someone else in management and ***** transfers me to ******'s voicemail which is full. I called back and asked to speak to the *** and for his name and ***** refused to give me full name and email.It has been extremely difficult to get anyone to call you back and I usually do all the follow-up calls. I have spent thousands of dollars with this company and always pay on time and without issue. They refuse to give me a set date

  

  Business Response

  Date: 07/18/2023

  Our company provided the original quote for this work on 5/7/22.  We made several follow up calls to see if the customer would like to move forward with this work.  This job is not imperative for system operation, but is work relating to system optimization.  In May of 2023 we returned for a service call at which point the customer wanted to revisit the quotes from the previous May.  After some discussion with the office our company agreed to honor the outdated pricing set forth in May of 2022, so long as we could perform the work in our slower season.  The customer agreed, however he refused to leave a deposit on the job.  Our companies policy is that no job can be scheduled until such time as a deposit is made.  The customer finally made a deposit with our company on June 2nd.  He was requesting to schedule for June.  As mentioned above the job quote was honored from over a year ago at this point, under the agreement that the work would be performed in the slow season.  June, July and August are not the slow season in ******* regarding HVAC, they represent the busiest season.  We can provide a set date of September 13 & 14 to complete this project (2 day job), or we can refund this customers deposit.  We are happy to assist in whichever way the customer feels best.

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20332106
  
  I am rejecting this response because:

  This response is partially incorrect. It is true that you honored a quote from last May, but I was never informed that if you honored this quote, I would have to wait until September for the repair. I was never told I had to wait until September. In fact, ****** email (attached) states scheduling could happen as soon as the week of June 12th. I have also attached text messages from ***** stating my appointment from June 15th & 16th have to be cancelled and within those text, there is an automated one confirming another appointment I had June 28th & 29th. ******* text also prove that you started delaying my repair because ***** injured himself a work. This all goes to prove that you never stated I would have to wait until September. I also never refused to make a deposit, I didn't make the deposit in May, because I wasn't ready to schedule in May and I needed to speak with **** more regarding finance options, because I didn't understand why I was being charged more for the job if I used your financing. When I was ready to schedule, I was blindsided with the request of a 30% to secure my appointment and allegedly materials. I made a deposit on the assurance that the work could have been done in June, as offered by **** in his email. Based your dishonest response, rescheduling me multiple times, and lack of communication, I would rather not have you do the repair and would like a full refund of my deposit the following business day after you receive this reponse.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/11/2023

  Deposit was refunded in full.

• Initial Complaint

  Date:10/26/2022

  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 think I was overcharged. I had a plumbing issue and it was resolved. However Intelligent services charged me $4500 for 6 hours of work and 3 pieces of PVC pipe, that works out to @ $375/hr for a plumber.

  

  Business Response

  Date: 10/27/2022

  We are intelligent services *** We strictly service appliances and hvac. Must have us confused with intelligent plumbing. They are a plumbing service provider. Plumbing is out of our work scope. Please file complaint  correctly, Addressed to the right company. Good day!  

  Customer Answer

  Date: 10/28/2022

   
  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. please apologize for my mistake
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/29/2022

  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.

  Hi BBB - I've repeatedly tried to contact to speak with the manager at Intelligent Services but no one ever calls me back. This is regarding invoice ******** for work completed on 8/4/2022. I reached out to Intelligent Services given my central ** was not cooling. The technician came out and changed a part to see if it works but acknowledged that it may in fact be the freon gas which is low. The technician said to wait to see if it was in fact the part that was switched to get the ** working again. However, that didn't work and and Intelligent Services does not carry freon gas. I acknowledge the technician came out and am willing to pay the diagnostic fee of $30 + tax. However, regarding the part, given I do not need it, I can uninstall it and drop it off at Intelligent Service's location in **************.

  

  Business Response

  Date: 08/29/2022

  Dear Sirs,  I would like to explain the nature of the repairs made at this customers home.  Although it is unfortunate that this antiquated system uses a refrigerant that is no longer available,  we were only able to come to the diagnostic that this is the case after repairing the electrical fault (capacitor) and making the unit function mechanically.  This customer was offered a permanent solution for his issue, but has declined that solution.   With that being said our company has fulfilled its obligation to the customer by delivering the signed for and agreed upon services.  We can not accept a return of electrical parts and our labor was needed to even be able to continue the diagnostic process.  There will be no refund of any sort as we have delivered the services which we were contracted to deliver.

   

   

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17789015
  
  I am rejecting this response because: See response below.
  
  Sincerely,
  
  *********************

  A couple of points here:
  

  1) the business clearly advertises a $29 A/C diagnostic fee. The fact that certain electrical parts and our labor was needed to continue the diagnostic processis not my problem and it should be as evident that further payment is required for the diagnostic prior to commingling of diagnostic and actual repair services which is misleading - what exactly is the purpose of offering a diagnostic if you continue performing repair work without fixing the issue at hand and/or are incapable.
  2) I have no way of confirming whether the unit is functioning mechanically since it did not blow cold air prior and does not now either
  3) I dont recall what permanent solution was ever offered except for replacing the entire furnace which would be a massive undertaking and cannot be taken lightly,
  4) the technician indicated only $200 for the work prior to continuing with the work,not $250 which I was presented with AFTER everything was completed so I was obliged to pay. The technician should have provided me with a more accurate estimate in writing describing the work to be performed so I understand and can evaluate my options first.
  5) the technician took my old capacitor part which I find to be strange as this was my property and now I have no way of testing myself.
  
  Overall,I would have agreed to pay the invoice if the problem was fixed. However, given that it is not another contractor had to come out, this is very inconvenient.  As soon as this work was performed on 8/4, I tested whether the unit was working overnight as suggested by the technician and as soon as it didnt, I called the business back the following day. After being told repeatedly that the manager would call me back within 24 hours for 2 weeks,that never happened. I also was also told the business had a meeting about my case and never received a call back after that either. This was frustrating.
  
  Further, ******** Law Requires the following provisions which I do not see in the invoice:
  You are required to be given a three day right to cancel a home repair contract if:
  -- the sale of services or merchandise involves $25 or more, and
  -- the contract is signed when the salesperson or contractor is physically present in your residence.
  
  Under ******** law, when you make an agreement for home repair that meets the criteria for a three day right to cancel, the seller must furnish you with a fully completed written receipt or contract that reflects the terms of the oral agreement and states the date of the transaction. The receipt or contract must also contain a "Notice of Cancellation" stating that you *** cancel the transaction at any time within three days. Next to the space where you sign the contractor on the front page of the receipt, if a contract isn't usedthe following statement must appear, in bold face, 10-point type:
  YOU,THE CONSUMER, MAY CANCEL THIS TRANSACTION AT ANY TIME PRIOR TO MIDNIGHT OF THE THIRD BUSINESS DAY AFTER THE DATE OF THIS TRANSACTION.

  
  I understand if my visit *** have required some more time / labor to diagnose than normal, so am willing to pay up to $60 (double the diagnostic fee).However, I do not have a need for the part replaced and can be taken back by the business which I am willing to deliver back. I am looking to come to an agreement prior to escalating my issue with the ******** Attorney General, Small Claims Court and/or ************* FTC.

  

  Business Response

  Date: 09/07/2022

  We reject this response based on the following.  This customer clearly signed and agreed to our ********************, furthermore he acknowledged and authorized the work to be performed.  Our technician outlined the issue, and made the needed repair.  The diagnosis which did cost $29 was that the dual run capacitor was faulty.  The first repair needed was to replace the capacitor which made the A/C unit run mechanically.  The fact that it was low on freon was only able to be discovered after the unit was mechanically repaired.  If this customer had any objections to our ******************** he had ample opportunities to express them prior to rendering payment.  The simple fact that the customer has attached a copy of the invoice where he had signed 3 times (authorizing the work, accepting the work, & payment via CC) shows that his new allegations are completely unfounded and he is simply upset that his home needs to have a system upgrade, or at a minimum find a contractor that is willing to provide and install outdated and outlawed freon.  As stated prior our stance on this issue has not changed and there will be no refunds.

  Customer Answer

  Date: 09/16/2022

  Complaint: 17789015
  
  I am rejecting this response because: see response below.
  
  Sincerely,
  
  *********************

  Yes, I do not dispute that I signed for the services.However, the three times that I signed the invoice happened simultaneously after the technician completed all the work and was about to leave. Both the diagnostic and repairs happened fairly quickly within half an hour. I dont have the incident recorded, but the facts are that I was not provided with a statement of work describing what exactly needed to be replaced (e.g. dual run capacitor was faulty) nor the cost prior to the work being performed. Perhaps you think it was clear, but I do not and nothing written was provided before the services was performed. Regardless, this does not change the fact that the technician took the old part and the invoice did not contain the ******** Three Day Right to Cancel Home Repair provisions. Again, I am being reasonable showing good faith by trying to pay for the labor services for your technician coming out, but I do not need the part installed which I can return it to your office if you can provide my old part back.