Complaints

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• Initial Complaint

  Date:02/08/2023

  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 received a service yesterday for an ejector pump for my basement: the service was performed by a gentleman who clearly should not have been doing plumbing. Three torn meniscus surgeries and I thought i was going to have to carry him up the stairs. I could tell it was hard for him to bend. I felt bad. He performed the service and left such a mess behind. It was awful (I have pictures). They said they would contact a carpet cleaner to come clean up the mess and when I didnt hear from them in 24 hours I contacted the gentleman, ****, who was incredibly mean to me on the phone. I asked to speak to the boss and he exclaimed I am the boss and proceeded to ask me if this mess is keeping me from doing my daily routine. He said i will ask to this how about you not use the basement. My child lives down there I said. Is it hurting anything he said. It was clear to me he was not going to contact a carpet cleaner to clean this up. Number one this gentleman who walked through a mess of muck and didnt even know it because he was in such bas health shouldnt even be doing plumbing poor thing. Second i have such a mess in my house that should be addressed and it was only addressed by an incredibly rude and belittling individual names ****: this was the worse service and treatment Ive ever received. He talked over me and down to me. Last thing he said I know I know my wife wouldnt like it but is it keeping toy from living. This is terrible!

  Business Response

  Date: 02/28/2023

  The customer contacted **********************, *** via phone on the late day of 2-6-23. I spoke to customer regarding her lift pump in the basement not working. At this time I politely explained how the lift pump works and that the only thing that goes to that pump is basement water and waste. Nothing from upper house goes here. I informed her I could get out the next day right away but to just not use the basement plumbing at this time. She in no way informed me she had a son living down there, or I would have given her the option to wait till next day or she could contact someone else. She chose to wait. On 2-7-23 a technician arrived at her house and replaced the pump as talked about the evening before. At this time my technician made a mistake and not knowing her had debris and material on his foot walked across the carpet. Honest mistake. He reached out to me to let me know. At this time I spoke with the customer and informed her I would be getting ahold of a carpet cleaner to come resolve the issue. She agreed. She later in day called and said she hadnt heard from anyone. That is correct. The company I reached out to got back to me on the following day to let me know they didnt do carpet cleaning, just more restoration. Okay, no problem. I then called Boldens Carpet Cleaning and a lady called me back to get customer info. All info was given and she informed me she would call. She did, on 2-9-23. Customer and cleaning company agreed on time and it was taken care of I believe the following day. The mess on the carpet was cleaned in the quickest way I could have done. I in no way belittled the customer, if anything she was very rude and not understanding that I HAD called a company and they were to call her. Thats out of my hands. This was not hazardous material, or anything that could danger anyone at all. Was an honest mistake (that happens from time to time).

  What customer did fail to inform in the review is that the pump was changed. She could use her plumbing in basement that same day as replaced and that Schuler Plumbing, Inc. did in fact take care of the bill and the cleaning.
  

  Customer also mentioned the service technician had knee issues etc and getting up the steps. I apologize for the inconvenience, technician has been with our company for years and is always kind and courteous. Is he older? Yes he is. But in this day and age, finding help and workers is a very difficult thing. Technician is here everyday, and completes his work in a professional way. I apologize again to customer that he didnt fit her standards, but she may not understand the difficulty in finding help.
  

  I hope this can resolve the issue, but leaving a review that isnt in the least true isnt fair to a company that has high ratings and many, many happy customers of over 40 years plus!
  

  Thank you,

  ****