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:10/19/2024

  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.

  We originally received a estimate from Dick rays on Feb 21st, this was to replace the outside sewer, water lines and shut off on the inside for the main supply line. I received the letter with completed work Feb 26th. I already had issues, as they drilled a 2nd hole into our basement wall instead of using the existing hole and made a horrible looking repair on the wall. They also dug up quite a bit of the dirt around my cats outside pen and I had told them my concerns about the cats being able to get out. They assured me when the work was done, we would not be able to tell the dirt was dug up. But we would need to wait for warm weather for them to add dirt. My 1st email to them about it was May 3rd, as there were huge holes and the front and back yard, and a big portion of my flower garden was ruined. I sent 3 more email 5/14,5/21 & 5/23 before they came with a couple bags of loose dirt they put in the back yard. Did nothing with the front yard and did not pack down what dirt they brought. I sent another letter letting them know how disappointed I was on June 3rd and never received a response. My son came out and put some wood around the cat pen to keep them from getting out. But everything else still needs repair. After paying them $18,000 (through ********) I cannot afford to hire someone to fix correctly. Our yard is a huge mess, and we are very disappointed, but do not want Dick Rays back on our property at this point either. I do not know what else to do, this is very upsetting to me. We are working hard to do upkeep and repairs to our house and yard, but this makes us not want to trust another company. Please help us get at least some money back, so we can try to get our yard flat again like it was. I do not feel like they earned anything personally! How do I know what they did underground is correct at this point? I am worried about future repairs and costs if Dick Rays work was as bad underground as it is above ground and having another Huge bill again!

  Business Response

  Date: 10/24/2024

  Thank you for the opportunity to respond to the **********
  concerns regarding the sewer  project we
  (Dick Ray Heating, Cooling, and Plumbing) completed for their family.
  On January 4, 2024, *** ******** contacted us about our
  sewer lining services, mentioning a prior bid from A-1. After our technician
  conducted an assessment, we identified the need for a diagnostic dig to better
  understand the situation. This assessment revealed that the scope of work was
  larger than initially expected, resulting in a total project cost of $18,000,
  which the ********* agreed to proceed with. Please find the signed estimate
  attached. We would also like to note that landscaping is not mentioned in the
  signed estimate.
  The work was completed on February 26, 2024, effectively
  resolving the sewer issues and allowing the ********* to use their plumbing
  facilities again. We want to clarify that we are not landscapers or handymen.
  However, we recognize that groundwork done in winter can sometimes settle. We
  informed the ********* that we would return to assess any settling issues once
  the ground dried out.
  On May 23, 2024, we returned to address settling issues,
  during which we added 5 yards of dirt, as documented in our invoice. This
  amount exceeds the “few bags” mentioned in the complaint. Our assessment
  indicated that the settling in the backyard was related to the customers'
  downspout (please see the attached photo). We advised the ********* to consult
  a company that specializes in landscaping for any future landscaping needs.
  Attached, you will find multiple pictures from the project,
  along with captions to provide context for each stage. We also passed the city
  inspection, further confirming that our work met all necessary codes. We not
  only fulfilled our obligations to the ********* but went above and beyond to
  accommodate them.
  We are committed to delivering quality service and ensuring
  customer satisfaction. If there are any further questions or concerns, we are
  more than willing to discuss them.

  Business Response

  Date: 10/24/2024

  We appreciate the opportunity to respond to the recent customer rejection.
  We would like to clarify the following points:

  Compliance with City Codes: As confirmed by the City of Raytown, our work was completed in accordance with all applicable codes and regulations. Therefore, it is inaccurate to assert that the job was done poorly.

  Condition of the Flower Garden: The flower garden was left in the same condition as it was found, as evidenced by the photos provided. We did not disturb any flowers or leave debris behind. The current state of the garden, which appears unmaintained, is not a reflection of our work, and we are not responsible for its upkeep.

  Obligations to the *********: We believe we fulfilled our contractual obligations as outlined in the original signed estimate, which does not mention landscaping. Without any written or recorded proof of promises made regarding landscaping, we cannot justify offering compensation.

  Downspout Concerns: In response to the customer's comments about the downspout, we have included additional photos that clearly show the placement of the downspout and gutters on 5/6 and where the work was completed at on 2/26 further substantiating our previous statement about the cause of the erosion.

  Additional Dirt work- We have included another photograph after we added dirt further disproving the claims that we only put a “couple loose bags of dirt” down. The photo also clearly shows evidence of leveling and compaction of dirt. We have also included the receipt from the purchase of that dirt in our previous response. (We would also like to clarify, we went to * *** * ******* ****** and purchased exactly 5 yards of dirt as shown in the receipt we have provided) 

  We stand by the quality of our work and our adherence to the agreement with
  the *********. We are committed to resolving this matter fairly and appreciate
  your assistance.

  Customer Answer

  Date: 10/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Re flower garden: You sent a photo of the flower garden from Feb so no it was not in good condition during the winter. I do need to point out also if not clear from the photos I am referring to the damage to the edge borders that were moved, sunken in, broken also were the garden hose was there was decorative white rock that is no longer there. As to the conditions I sent a photo from this summer where you can see it was weeded, mulch was in place and there was flowers (sorry I did not have better photos). But I can also get a statement or call from the person who mows and maintains our lawn stating that the flower garden was Not in the same condition once you left. 

  Re Your obligations: you are absolutely correct I do Not have any proof that we were told our yard would look like nothing ever happened to it. I was depending on the word of a business to do what they had promised. I am sorry you can sleep at night knowing what you told us, knowing you left our yard a complete mess and because it is not in writing you can walk away. Good for you I guess... sad to me that people do that to others that are just trying to get what they paid for and are struggling to do their best.

  Re downspouts: I have attached a photo of the agreement with Leaf filter showing work was done in April 2024. So how is it you have photos of the old gutters in May?? They are photos from Feb not May, so you're lying again, and I have proof. I also have photos of the new gutters from today. I circled the hole that is still in the front yard on the right side of the house where they did the work not left. Also, the downspout they showed was on the left side of the house and on the back of the house, NOT anywhere near where they did any work so not relevant anyways. 
  

  Re dirt work: The photos that were sent showing dirt work, are from Feb not May! Are they dated? As far as the receipt for dirt, who is to say where that dirt went? I see it was purchased in Shawnee, KS and there are dirt places much closer to Raytown, MO. I took photos after you were here in May and you only put a small amount of dirt in the back yard and none in the front, unfortunately I have lost the photos. The dirt that was put in the backyard in May was so loose when I went out to see it and the dogs followed me (65# dogs) the paw prints could be seen in the loose dirt. So obviously that dirt got packed in and now there are still issues. If nothing else you can physically see the huge hole still currently in the front yard and the damage done to the border of my flower garden, you can see it with your own eyes clearly. I took the photos I sent (except for the flower) today and there should be dates on the photos.  

  I hope someone from BBB checks the dates on your photos (if you did not alter them) and my receipt from Leaf Filter to show at that very least you are lying about things. I guess my biggest disappointment of all of this, is not only can you not take anyone for their word anymore, and quality customer service is almost nonexistent, but you did not once even attempt to say I am sorry you are not satisfied, only that I cannot prove what your employee told us! I work in customer service and have for over 30 years, and I always try to do my best for my clients and my employees because without them you have nothing. I have no idea how we are going to pay someone to fix what you destroyed, and at least something returned to us to help with that would be great, but I realize now that unless someone makes you do the right thing you will not. I just wish businesses cared about their customers!

  
  
  Sincerely
  
  ****** ********

• Initial Complaint

  Date:08/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 was disappointed in the service call that I received from Dick Ray Plumbing & HVAC on Jan. 8, 2024.
  
  Invoice # ********
  Date of invoice-- January 8, 2024
  
  I requested a service call which was advertised at $59.00. I was suppose to be given the opportunity to accept or decline any work prior to it be performed.
  I was never given the choice to decline any work above and beyond the diagnostic check.
  Thus, Dick Ray's employee did not represent your service as advertised.
  
  During a 20 minute service call my issue was diagnosed as my thermostat needed the batteries replaced. Instead of giving me the option to replace the batteries myself. It was performed as part of the technical diagnostic check and I was changed $128.00 for the service call. Please note that I provided Dick Ray's technician with the batteries.
  
  I didn't like the way and the amount that I was charged for the repair so I called their office and spoke to Heather and she informed me that I would receive a $60.00 refund on my credit card. However, I only received a $49.00 refund. This oversight haven't been corrected even after calling Dick Ray's office twice to report the oversight. It is my belief that Dick Ray's is now refusing to refund me the additional $11.00 dollars.
  
  Additionally, the technician attempted to sell me a thermostat that I didn't need. My thermostat was in working condition, it only needed a change of batteries.

  Business Response

  Date: 08/26/2024

  We sincerely apologize for any inconvenience ** ******* may have experienced due to this oversight. While we do not have any documented calls on file regarding this issue other than the original complaint, we are committed to resolving it promptly. We are more than happy to refund ** ******* the additional $11 he is owed. 

  Customer Answer

  Date: 09/02/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:05/11/2024

  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.

  Dick Ray came to bid a job for our sewer line repair. They told us that the repair would cost 4,615. Within 1 hour of arriving on the job site, Dick Ray blew a major gas line in our yard, digging in the wrong area. Dick Ray could not find the sewer line because they failed to locate it before starting the job. The job went on and on for a total of over a month without completing the job. They left a 9 ft hole 15 ft wide open without barriers, as well as leaving our sewer service emptying into the environment when it could have been reconnected. After a few days, Dick Ray came back and told us that the job would now cost us 21,415 without informing us of any change orders. Dick Ray rushed to “finish” the job, connecting our sewer line in a ramshackle fashion, improperly backfill the giant hole covering almost our whole backyard. Dick Ray also caused very extensive damage to our entire property. Landscaping was damaged, downspouts shattered, plants destroyed, huge ruts from machinery. Cracks in our foundation. They almost hit our air conditioning unit trying to drive a gravel truck into our backyard. When they couldn’t complete this, they put only 5 scoops of gravel surrounding our sewer pipe before filling the hole back in. We have had to endure so much stress and unnecessary time and annoyance from hiring Dick Ray for our sewer work. It has been nothing short of a nightmare, and we hope no one else ever had to go through the stress of Dick Ray stepping foot on their property of they want to hire someone who will do a job without ineptitude and with respect for customers. Classic bait and switch in a horrific and unacceptable way. Utterly disgraceful. This company should not be allowed to continue to do business in Kansas City without some major changes.

  Business Response

  Date: 05/17/2024

  We appreciate you bringing your concerns to our attention regarding the recent services provided by our company. We have thoroughly reviewed the details of your complaint and would like to provide clarification on the matter.As outlined in the initial quote of $4,615 provided by employee C.F. the scope of work included a diagnostic dig with the understanding that additional charges may apply depending on the findings during the excavation process. Upon commencing the dig, our crew discovered a significant complication with your line, necessitating the use of specialized equipment and additional labor.
  
  Employee C.F. promptly communicated these unforeseen circumstances to *** ********* verbally over the phone on 1/02/2024 and discussed the need for an increased budget to cover the expenses associated with the required equipment rental and extended labor. While *** ********* acknowledges this conversation, there seems to have been a misunderstanding regarding who would bear the additional costs.
  In an effort to reach an amicable resolution, our General Manager, H.H, personally intervened to negotiate a revised price with **** *********. Despite the absence of a formal signature on the revised agreement, both parties verbally agreed to proceed with the adjusted price of $7,615  which includes an agreed upon discount of  ***. ********* acknowledged by signing off on the agreement.
  We understand **** *********** dissatisfaction with the condition of her yard following the completion of the job. However, it's important to note that the scope of our services primarily pertains to plumbing and excavation work, and while we strive to minimize disruption, some disturbance to the surrounding area is unavoidable during such projects.
  In an effort to accommodate **** *********** concerns, General Manager H.H. offered a compromise by accepting a reduced payment of $6,515, while also informing her of her responsibility for any further maintenance of her yard, *** ********* agreed and wrote a check to pay the balance in full. Our Company agreed that this satisfied the signed agreement for $7,615 for our work replacing the sewer from middle of the yard to the city main, installing an outside cleanout in this section of yard for possible future work. And this includes a 10 year warranty on the underground sewer portion of the work we completed.
  However, despite our best efforts to address the situation and accommodate the *********** concerns, it appears that we have been unable to meet their expectations. Regrettably, it is not possible to reach a mutually satisfactory resolution, we believe it is in the best interest of both parties to discontinue our business relationship.
  Therefore, effective immediately, we will cease all current and future dealings with the *********** and wish them the best in finding a service provider who can hopefully meet their needs.
  
  

  Business Response

  Date: 05/20/2024

  I would also like to include, the original warranty only covered work completed as of 1/08/24. The cleanout wasn't installed until 02/09/24 . Therefore only the underground portion of the work completed is under the documented warranty. Please see documents attached. I have also included the inspection from the city that shows the work completed has past all inspections.