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:06/21/2023

  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.

  I contacted Snuffys Plumbing Service to install a wifi enabled Sump Pump.***** the owner visited my home on Friday April 21 and verbally quoted $1800 and said it will be wifi enabled.I requested for a proper quotation with detail description several times using text messages to ***** which was never replied and no quote was provided.This all happened during the period from April 21 thru May 1. On May 1 I finally asked him to setup a install date to do the work thinking what can go wrong as he looks doing business for a long time in the community. ***** came and install the sump pump and I asked him about the wifi which he said you will have to do the setup in your phone using the app and I believed.After the work was complete he asked for $1800 to pay now which I did. I asked for a warranty and he said I will have to call the office.,After he left I downloaded the app and trying to connect it said their is no device., I immediately contacted ***** thru text and phone messages but as of today he did not replied to **** contacted his office and every time I was told that he is busy or computer is not working etc.It is very clear to me now that they just put a pump and took my money without any service further. I do not know what the warranty is or how the wifi will work.Later I contacted the manufacturer and they said the warranty will be provided by the installer and they only will tell what else is needed to make it wifi enabled.It appears that I need to buy another device to make it wifi enabled.,I wonder how they do business and says they serve the community for the last 10 years.,

  Business Response

  Date: 06/22/2023

  In response to this complaint, We were contacted by *********************** to give an estimate to replace a battery backup system. During the time that the estimate was conducted we notified ****** that the device is wi-fi and blue-tooth capable however it would require additional components that were not included in the original quote. At the time of installation our service tech was questioned about this matter a second time and he was advised then that the device is capable but need additional equipment which we would not provide due to it not being quoted within the estimate provided. ****** had requested a written copy of the estimate at which time our computer and printing system was in the process of being updated so we could not provide one at the time. Prior to our system being completed ****** asked us to provide work that had been quoted prior. After the work had been completed he reached out to us asking for information on warranty, at the time he was advised that we cover the factory warranty. ******'s Plumbing has been serving the community for over 40 years, and we strive for honest and excellent service to our customers. We apologize for any misunderstandings or any inconveniences that *** have occurred during this business transaction. 

  Customer Answer

  Date: 06/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Well I was never clearly told about any other device except the phone connection with app is to be done by me.

  1. I called the Manufacturer and they clearly told me that the installer will provide the warranty as it is installed by them as of today I do not have any such thing in writing. I had called their office several times to provide me the warranty information and I need that in writing. When I paid the check ***** told me the office will contact you with warranty information or you can contact the office. I am still waiting.

  2.  The manufacturer told me that the installer will tell you what other parts needs to be installed to make the sump pump work with the phone app. As of today I did not hear anything back from them despite my repeated phone calls and text messages. Without knowing what I need to buy and attache how will the phone app work.

  Is this what Snuffys service provided for the last 40 years. So sorry to hear that. Please provide 1 and 2 above.

   Regards,
  
  ***********************

  
  

  Business Response

  Date: 07/18/2023

      I wanted to reach out to you and let you know that as of today 7-17-23, we have sent a copy of all information we had previously discussed in person with the customer prior to and on installation date. Along with information provided by the manufacturer. We as a company here at Snuffy's Plumbing have always stood by all manufacturer warranty. Thank you for reaching out to us on this matter and if there is anything else you need from us please let us know. 

   

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

  Snuffy's Plumbing

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

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [I do not understand why they are so hesitant in providing the warranty information and the additional equipment needed to make it wireless connectivity. I have attached the invoice for $1800. It clearly does not have the information for warranty and other equipment needed for wireless connectivity.

  My previous request was as below. If they claim they are reputed they should provide the below immediately and without any further deceitful answer.

  
  1. I called the Manufacturer and they clearly told me that the installer will provide the warranty as it is installed by them as of today I do not have any such thing in writing. I had called their office several times to provide me the warranty information and I need that in writing. When I paid the check ***** told me the office will contact you with warranty information or you can contact the office. I am still waiting.
  2.  The manufacturer told me that the installer will tell you what other parts needs to be installed to make the sump pump work with the phone app. As of today I did not hear anything back from them despite my repeated phone calls and text messages. Without knowing what I need to buy and attache how will the phone app work.
  Is this what Snuffys service provided for the last 40 years. So sorry to hear that. Please provide 1 and 2 above. Please no more excuses this time.

  AS YOU CLAIMING THE INFORMATION WAS PROVIDED PLEASE POST IT HERE SO THAT ************** EACH OTHER'S TIME.

  SNUFFY PLUMBING WHY DO YOU HATE YOUR CUSTOMERS. I AM NOTICING FROM BEGINNING YOU AVOID PHONE CALLS/MESSAGES. YOUR RECEPTIONIST WILL RESPONSE SOMEONE WILL CALL BACK AND THAT NEVER HAPPENS. WHAT MAKES YOU THINK YOU ARE REPUTED. DO YOU DISCRIMINATE CUSTOMERS ?. WHY ARE YOU HARASSING ME. ]
  
  Regards,
  
  ***********************