Complaints

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• Initial Complaint

  Date:07/08/2025

  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.

  Came in to fix a plumbing issue and upon payment statement of the issue been fixed correctly was made and that there business was low they needed customers after payment workers left then went to use the toilet to find the problem was not fixed called the company and got the run around game when workers finally came back ***** stated he need more money to fix the very problem I paid them 600 plus dollars and they didn't fix it over charging the elderly should be a crime now the company is been rude uncooperative dishonest and now my toilet just runs I explained to them that if the issue was not fixed I would contact my back and dispute the charges and also would not give a copy of my receipt but I have my bank statement because I paid with a credit card

  

  Business Response

  Date: 07/09/2025

  Bright Side Plumbing Response to BBB Complaint *********
  Dear BBB Dispute Resolution Team,
  Thank you for the opportunity to respond to Ms. Rowena Greer’s complaint regarding service at **** ***** **** Kansas City, MO.
  
  Summary of Events:
  
  On July 7, 2025, *** ***** contacted us following a referral from the water company due to a significant leak in her basement, which was causing a high water bill.
  Our technician identified a major leak that required excavation of concrete and replacement of a damaged pipe. This is likely related to the city turning water on and off from her main.This repair was completed, and the basement was left dry.
  Additional issues involved a toilet that was running constantly. The shutoff valve for the toilet was broken, and there was no main entry valve as required by code. *** ***** arranged for KC Water to shut off the water at the curb so repairs could be made.
  Our technician replaced the toilet’s flapper and installed new valves. At the time of completion, the toilet was functioning properly, and payment of $679.00 was collected.
  
  Follow-Up and Additional Concerns:
  Shortly after the initial repair, *** ***** reported that an unrelated sink was not working. We attempted to contact her multiple times but did not receive a response. When we did show up there were non-responsive individuals passed out throughout the house and many bottles.
  
  The following day, *** ***** reported that the toilet was again running. Our technician returned at no additional charge and determined that the fill valve had failed and the new flapper was not sealing properly. This is because the flush valve is bad and you cannot seal a bad flush valve. He attempted further repairs for approximately 45 minutes.
  Upon explaining that the toilet would require replacement of both the fill and flush valves (or possibly the entire toilet), *** ***** became extremely upset and verbally abusive, making physical threats and throwing objects and bottles. She was also heavily inebriated. At this point, for the safety of our staff, we discontinued service and left the premises.
  
  Company Position:
  We believe our technicians acted professionally and in good faith, performing the necessary repairs as authorized and paid for by *** *****.
  The initial leak was resolved, and the basement was left dry. The toilet issue was addressed to the best of our ability given the condition of the existing fixtures, which were aged and in need of further replacement.
  We made multiple attempts to resolve *** *****’s concerns, including a return visit at no charge. However, due to the hostile and unsafe environment, we could not continue service.
  As the work performed was completed as agreed and the initial plumbing issue was resolved, we do not believe a refund is warranted.
  
  Resolution:
  While we regret that *** ***** was dissatisfied with her experience, we stand by the quality and integrity of our work. We are willing to provide documentation of the repairs performed and our communications with *** *****, if needed.
  We appreciate the opportunity to clarify this matter and are committed to resolving all customer concerns in a professional manner.
  Sincerely,
  Bright Side Plumbing.