Complaints

This profile includes complaints for The Service Professor LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Service Professor LLC

  4770 50th St SE Grand Rapids, MI 49512-5402

  
• 

  The Service Professor LLC

  7974 W Grand River Hwy Grand Ledge, MI 48837-8212

  
• 

  The Service Professor LLC

  5015 E Michigan Ave Ste D Kalamazoo, MI 49048-2400

  

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:09/17/2024

  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.

  My furnace went out. I call service professor. They came out found the issue. That part was great. We all agreed on the $1300. I am a college student and a single father with a very tight budget. The college is even going to help pay a portion of the $1300. The college and I has tried to get a hold of someone to pay and start the process. None of us can get a hold of a person in the accounting department. I have been trying for 5 days now to get this issue taken care of. Even the Manager ***** doesn't return the phone call I leave as I am just trying to get my furnace fixed. The ********** needs to talk to a human to send the money over, but they can't get anyone that can help. I have done the same and we only get a voice box for the accounting department every time we try to call. I am going on 1 1/2 to 2 weeks without a working furnace. I want to get my furnace fixed. I even tried other **** companies, and they all want well over what Service Professor quoted. If I had the funds, I would definitely go somewhere else to a company that has people to talk to other then a receptionist. I just want someone that the college can talk to so the payment can go through, and I can get my furnace fixed.

  

  Business Response

  Date: 09/25/2024

  Mr. ********,

  We appreciate the feedback that you have provided. We are always striving to better the best resource possible for our customers.  One of our Managers, ******, has reached back out to you, leaving two voicemails.  Please give us a call back at your earliest convenience so that we can fix the issue and ensure that you have gotten what you need from us here at Service Professor.  Thank you and have a great day. 

  Customer Answer

  Date: 09/25/2024

  I found another company with better communication and about $360 cheaper. This new company is on their way today to work on my furnace. This complaint doesn't need to go any further. They have just lost a customer and I will just tell others the headache I got with trying to work with Service Professor. 

   

  This complaint was not fixed by Service Professor. I just found someone more willing to work with my circumstances I am in right now and the new company quoted much cheaper for the same work. So I am going with the new company I am working with. 

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22296631
  
  I am rejecting this response because: I found another company that works more to keep in contact with me and quoted me about $360 cheaper for the same work. They also been working harder to work with me and my circumstances I have going on. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:07/23/2024

  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.

  Transaction: April 2024 I am completing this form for my Mother, *****************************. Service professor was called for an estimate to repair a leaking toilet. The toilet leaked when flushed. My Mother is 97 years old and by the time they finished she was told to pay $3670. She only needed a wax ring which costs about $10. They told her the water supply feed was the cause of the leak and she needed a new water supply feed, new toilet, and new water pressure tank. This is a total rip off of a senior citizen. I priced the toilet they used and the pressure tank. $400 max. The toliet installation was incomplete. The plumber did not clean the soiled tile before seating the toilet. The toilet tank was not level and the toilet creaked while using. I met with *************************** from Service professor and he sent ****** to complete the toilet installation July 11th. He did not understand cleaning before seating the toliet. I asked him to clean the black, sticky substance the toilet was seated on. He did not know how to caulk and caulked the black sticky substance smeared in white caulk. My question was this is how you would complete this job in your home???? I told ************ would talk to him after the toilet repair I have called several times and he had not returned my call. My number is *****************

  

  Business Response

  Date: 08/02/2024

  We have proactively reached out to the customer to discuss potential solutions and are currently awaiting their response.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22031254
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/06/2024

  I have called the company several times. ***** has called once and did not offer any way to communicate except trying catching him at work. I asked for a refund. Send me an email dianenarcisse-****************** or phone/text me a date and time to talk.

  

  Business Response

  Date: 08/07/2024

  ***********************,

  We have reached out to the customer and are awaiting a response.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22031254
  
  I am rejecting this response because:

  I am not playing telephone tag with you. I want a full refund. If you want to speak to me, set up a date and time and name of the person I should speak with. Please submit conference times/date please email or call/text ************
  Or let me know when the refund will be deposited 

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

  

  Business Response

  Date: 08/12/2024

  This has been resolved with the customer.

• Initial Complaint

  Date:07/17/2024

  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.

  On 4/19/2024 we had a technician come out to our house to open a drain. Upon not being able to successfully open the drain, she called out another individual to use the camera on our system to see if we could locate the issue. ******************* came out to our house within the hour and explained that the pipes were not large enough to access with the camera in the location he believed the issue to be. He then accessed another section of the line and was able to confirm that there were no blockages from his access point to the street/public sewer. At this point, he verbally explained what he believed the issue to be and the suggested repair that needed to be made. We received two proposals from Service Professor: 1) "Do ********************* 2) "Floor *********************** drain Re-pipe". He then walked us through a very detailed work plan, verbally, since my husband was skeptical and we wanted to be comfortable with the work having such a high price tag. He ensured that my husband and I were comfortable and agreeable with the proposed work (will explain suggested work further down). There was a significant cost associated: $10,000, which we had to finance. Formal Proposal (Option 2 listed above) stated the following: "Floor *********************** drain Re-pipe: I was called out today for a failing kitchen and laundry drain line. I also performed camera evaluation and entered thru clean out at front foundation. Sewer is 50' long and the first 30' is cast that has excessive scale, then turns to concrete and looks fine. Unfortunately, more work is required to ensure the laundry and kitchen drain and don't backup.".Through conversation, **** explained to me the suggested plan to break the floor from the laundry/kitchen down pipe, through the two door arches, then through the large children's playroom on the opposite side of the basement. The overall plan being to abandon the existing drain line since it was believed to run undern.. full complaint in attached document.

  

  Business Response

  Date: 07/26/2024

  Our General Manager has reached out to *********************** regarding the recent complaint filed with the Better Business Bureau. A meeting has been scheduled for July 29, 2024, to thoroughly review the details of the complaint and collaboratively develop a satisfactory resolution. We are committed to addressing any concerns and ensuring a positive outcome.

  Customer Answer

  Date: 07/31/2024

   
  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:04/29/2024

  Type:Sales and Advertising 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.

  see Attached document

  

  Business Response

  Date: 05/13/2024

  *****, 

  Thank you for taking the time to provide feedback on your recent experience with us. We take great pride in delivering top-notch service to all our customers, and we are disappointed to learn that we did not meet your expectations on this occasion. We have noted your mention of an attached document in your review, although regrettably, it does not appear to be included. We would appreciate the opportunity to gather more information about your visit and understand where we may have fallen short.

  Your satisfaction is our utmost priority, and we are eager to make things right for you. Please feel free to share further details about your experience so that we can address any concerns and ensure your complete satisfaction. Thank you once again for bringing this matter to our attention. We look forward to the opportunity to serve you better in the future.

  Thank you, 

  The Service Professor Team 

• Initial Complaint

  Date:02/09/2024

  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.

  Service Professor came out on 11/30 after they had cleared my drain to run sewer camera. Found issues with piping, gave me a quote with two options. 1st option was to install one liner in the main line. 2nd option was to install two liners, one on the main line and one on the secondary sewer line for approx. $2,000 more. Txx was pressuring me to make a decision that day since it was the end of the month and he couldnt promise the discounts for next month. I went with the two-liner option for almost $14,000. I had to finance it - did not have the full amount to pay. The financing put a financial strain on me for the next 18 months.On 12/5 the plumbers came out and did the work. During the process they cut my fiber line so I had no internet and could not work from home for a week. They were unable to put a liner through the secondary line since they discovered a hole. They tried putting a PVC pipe through but could not get it past the hole. One week later I started noticing water in my basement in a spot near the secondary line. After dealing with the water for a bit, 1/14 I texted the sewer supervisor ***. He called back and said they believe the water from my kitchen sink, dishwasher, and sump pump is recirculating back through the hole in the secondary pipe and leaking into the basement. He said they could fix the hole for another $7000. I declined and told him I just had spent $14000 and the job was incomplete. I shouldnt have to pay anything with the 20 Year No worries warranty.I've been trying to reach out to Service Professor on 1/19, 1/22, 1/23, 1/30, 1/31 I received one call back with no resolution. Received no response from calls on 2/1, 2/2, 2/5, 2/6, 2/7, 2/8. See full timeline in separate document. The resolution Im looking is A: Service Professor honors the warranty and fixes the problem they created in secondary line since they couldnt finish the job or B: Give me a refund of the approx $2000 difference between the one and two-liners costs.

  

  Business Response

  Date: 02/20/2024

  Our team assisted the customer with a new liner when he was dealing with back up issues. His line was compromised and needed to be repaired either through a patch, a liner, or years of cleaning until that would no longer be an issue. The customer was presented with all options that ranged from doing nothing and letting the sewer line continue to stay "as-is", options for a full replacement/liner, and various options in between. This customer chose to do a liner so they wouldn't need to worry about future issues or backups. Our team completed the job and made sure flow was restored to the home. 

  Previously, there was ground water leaking into the line, which caused more backups. Our team repaired the line, which restored the integrity of the line and made sure no water was leaking into the line and causing backups into the home. The customer is now experiencing water in his basement which is an issue with his basement. Our company does not service basements or basements that struggle with wetness so our team would not have assessed this. Our team was hired to fix the sewer line which we did and our team has explained to the customer that his basement is likely in need of attention and water proofing now that he has fixed his main line in order to be able to use his home's plumbing. There water is now not able to enter the line, as the line is functioning perfectly like it should be. 

  The water in the basement is not something our team caused and it is not something we are able to fix since it is outside our scope of work. We know how frustrating it can be to experience issues with your home and costly issues like water in a basement. Our team has tried to walk the customer through some other options and tried to explain how the two are unrelated but has not succeeded. 

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21273478
  
  I am rejecting this response because:

  For clarification, I did not have backup issues. I had one clog the entire time I have lived in the house. It was caused by roots and debris in the main sewer line due to the clay **** separating/cracking which service professor recorded on camera. I decided to go with the two liner option so both of my sewer lines were repaired. I did not have a history of backups as they stated.
  Service Professor fails to mention that there were two liners they were supposed to install. The main sewer line connection is repaired, Im not arguing that. In my complaint, I am referring to the SECOND sewer line connection that they were unable to put a liner into after milling and finding a hole. They attempted to put *** pipe through it and connect it on the other end but were unable to do it completely due to a hole in the line. I dont know why they could not push the *** past the hole in the second sewer line but they were unable to. Now, I am getting water in my basement in the location of second sewer line where previously I was not. I spoke to *** who talked to a plumber ***** and confirmed the water was recirculating through the sewer pipe and out that hole down to my foundation.
  I already have paid $13700 for this project, and now that I am having issues the only option they walked me through was a rough estimate of an additional $7000 repair that should have been done in the first place and is something they caused and should be covered under their 20 yr No Worrieswarranty.
  Service Professor did not install the two liners I paid for.They put in one liner and a partial on the second line with a hole now that is causing water to come into my basement. If I had done one liner, I would not be having this issue. At this point I do not want service professor to do any more work on my house and request they refund me the difference between the 1 liner and 2 liners price which is approximately $2000.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/12/2024

  Our team takes five-star service seriously and wants to ensure each customer feels like they were well taken care of and received the best care. We do want this to be a 20 year no worries sewer solution for the customer. Our team will refund the $2,000 to the customer to help bridge this gap. We hope this customer understands we want them to have a great experience and can rely on us as a company. This refund will be processed and may take up to 7-10 day to appear (starting tomorrow).

  Customer Answer

  Date: 03/19/2024

   
  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:01/11/2024

  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.

  Service Professor said they could clear my sewer line. They took the toilet off and augered through the toilet. That was not successful. The next day a crew came out, and could not find the city's sanitary clean out line, so they made their own. They snaked out the line and said it the clog was on the city's side by the street. Supervisor ******************* was called at the *****************. **** discussed with Service Professor that what they were trying to do was wrong. They wanted to line my pvc piping but **** told them the only reason to do that was if it was **** piping and it was not. **** told them if they had contacted him originally none of this would have been done. They originally wanted to charge me $12,789.00 but **** told them since they didn't the job, they shouldn't be charging me at all. Service Professor said based on the work they had done they ended up charging me $5,186.19. At this point, Supervisor ***** called Roto Rooter and once they got there they had the line cleared in around 15 minutes. They charged the city $273.95. This is a huge difference in pricing. This is definitely price gouging. I am currently making monthly payments to Synchrony through the contract I had to sign with Service Professor. I do not think I should have to pay this amount, when they didn't complete the job.

  

  Business Response

  Date: 01/25/2024

  The customer called us to her home for some plumbing work and then again when she was experiencing backups of sewage into her home. The customer calls and states that when she runs a load of laundry there is sewage that backs up into her bath tub. Our team advised her that this is likely due to a blockage in her mainline. 

  Our team went out to her home to inspect the backups per her request. While our team was there, **** from the ***************** was present during the entire camera inspection. While our team used a camera to inspect her home's mainline **** can be heard as the first voice in the video asking for certain parts of the line to be marked when he noticed extreme damage. **** can also be heard saying the pipe is made of **** and not PVC. Part of the line may be PVC coming right out of her home but the remainder is **** which can be lined and can be broken by roots. 

  The customer decided to go with a maxi clean out after receiving information from our team and ****. This clean out removed roots and restored flow to her home but does not eliminate all of the roots. Since this is a repair, it is not a permanent solution which the customer was made aware of. The only way to have a permanent solution is a complete replacement or a lining which she was offered as a solution but she ultimately decided on a clean out. Our team worked with her to come up with a solution that was tuned into her needs, home's need, and her finances since she was presented with multiple options to choose from when it came to work being completed. The customer stated in her first phone call about the backup that she was concerned with pricing and would likely not be able to secure financing so our team worked with her to find a solution she felt comfortable with.

  **** from the ***************** spoke with the customer regarding what parts of the line were the city's responsibility and which were hers. Based on their discussions, she went forward with the milling option that Service Professor could provide. When our team left we had completed the requested work and flow to the home had been restored. Without further information we are unsure of why Roto-Rooter would have needed to be called and the customer had been informed on any possible warrantees we could provide if she wanted them. 

  To see the video our team was able to capture of the main line, please follow this link. **********************************************************************************

• Initial Complaint

  Date:09/24/2023

  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 paid off a bill of ****** to Service Professor on September 9, 2023 and am still receiving bills and notices from this company saying my account is on hold and that I still owe this balance when I do not. I have also asked this company numerous times to provide the 10 year warranty I paid for on my new water heater and they have not complied. I have sold my property in ********* and there is a new owner there now at **************************** ********* *****. Please stop billing me. The balance has been paid.

  

  Business Response

  Date: 09/27/2023

  The customer received electrical ********************** from ** and paid with a check. The check was unable to be deposited due to NSF. We did not charge the customer an additional $25 fee for NSF and we allowed her to call us a pay the invoice with a card over the phone. Once this was paid, which was after she received the first email saying she was past due with payment, she received an email with the a subject line that included "paid in full". She also received emails that confirmed her payment once it was processed. 

   

  The customer does not have a balance with us and the photos she attached to her complaint show that the confirmation she received from Service Professor showed her $0.00 balance. 

  Customer Answer

  Date: 09/27/2023

   
  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:07/05/2023

  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.

  Service professor was hired in 2020 to install a furnace and air conditioner. The installers did a bad job. They were actually fired later that year. We had issues with the A/C and they sent people out to fix it but they never got it working and did this until it wasnt under warranty instead of replacing the system like they are supposed to. They also knew the system was installed incorrectly and refused to offer us an extended warranty. We paid over 9000$ for the new HVAC system and half of it hasnt worked at all, and it is barely 3 years old. I have tried reaching out to them and they just hang up the phone and refuse to address the issue.

  

  Business Response

  Date: 07/14/2023

  Our team installed a new system for the customer in 2020. The customer let us know 6 months after the install that they were experiencing some small issues with the system. Our team returned and fixed the issue at no charge. The customer reached back out 2 years later about another small issue. Our team returned and repaired that which was covered under his warranty. During this time the customer did not have any annual system maintenance done on the system, which is also covered by Service Professor and is at no charge to the customer. The most recent issue was based around an capacitor which is not covered under warrantees since no maintenance was not completed. Once again, our team returned and fixed the issue at no charge to the customer, even when this issue was not covered by a warranty. The system has been heating and cooling their home for over 3 years and working properly and our team has fixed the small issues that came about to ensure they got the longest life span possible out of this furnace. During this time, after the complaint was filed, our team reached out to the customer and had the call dropped. Our team did not hang up on the customer and was unable to have the call go through after the call was dropped. Our team has now fixed the latest repair for free and the customer stated he was satisfied during his phone call. 

  Customer Answer

  Date: 07/18/2023

   
  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. Although I believe they arent telling the truth about the phone call. Also, it states the maintenance was free but that is not what we were told and I did have to pay for them to come out and fix it.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/21/2023

  Type:Order 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.

  A neighbors tree fell and tore the electrical meter off my house in the ice storm. I called consumer but they said it was my responsibility. I am on disability for cancer and have minimal Income. I was very concerned about Service Professors extremely high prices compared to online estimates on Angies list etc. i was crying when I told the sales person I cannot afford the thousands of dollars it would cost but given that it was a national emergency ice storm, no one else was available to help me for days out. I had no power and animals at risk of dying from cold (aviary). He then told me they had a payment plan. It was an emergency and I dont have the money to pay it, so I signed up and gave him my bank info. When he later explained how much it would cost each month, I cried and said I could not afford it and canceled it. He told me he could get me 10 year financing for $30 per month. This made it affordable so I agreed to the 10 year plan because it was an emergency. He sat at my table and listened to him talk to his office to change to 10 year term. Later, I got a call from synchrony bank saying I owed over $100 per month and it was not a 10 year plan. Only SP could change it. When I called SP three people told me to talk to the bank and expressed no concern that I was told and agreed to something completely different. The owner SP **** questioned my integrity and offered no responsibility or remedy. He told me to tell the bank and I cant afford it. He showed no concern about the salesman telling me a completely different plan than the one I got. He made no No offer to take responsibility or remedy the situation in any way. I am honoring paying their off the charts prices but only did so because of the monthly plan they told me I would have. When I told him I was afraid I was going to lose my home because of the financial duress, **** said, well it sounds like you were going to lose your house anyway.I was utterly speechless.

  

  Business Response

  Date: 06/26/2023

  The customer called us out when their mast was ripped down from their house in an ice storm. This repair was essential for the home to have electricity and the customer was adamant that she needed power restored for her health and her animals'. We offer financing for all projects, no matter their size or cost, through a third-party financial institution. The customer said that was the only way she was going to be able to afford it and wanted our team to assist her with getting this set up. The customer knew and agreed to the entire price of the job which we later gave a large discount on to help her out while she was in a tough spot. The customer agreed to all of the pricing and the adjustments before any of the work began and she agreed to the terms of her financing with the third-party company. After the work was completed, the customer claimed her payments were much higher than she expected because was thought ************** told her what the monthly payments would be. She states that ************** quoted her a lesser monthly amount, he states he did not. We aren't saying she is correct or incorrect as nobody else witnessed the conversation, we simply tried to find a solution, hence the price reduction to assist her. Also, our team has tried to help her with the pricing, but all financing information is private once they submit it and we are unable to make changes which protects the customer. In one of the initial calls, the customer stated that she was very stressed about the money and not being able to keep her house because of all her bills building up before this work. She then told our team that her insurance company had paid for the job of $6,000 and instead of using the money from her mast down repair, and paying the loan off, she used it to pay her past due mortgage payments. The insurance payment would have cleared the debt she had through the financing agency, thus, erasing any future payments. This is what the insurance company paid for, and she chose to use the money elsewhere which could be insurance fraud. Our team works hard to be able to provide a professional and five-star service, but we cannot be involved with changing a customer's financing once they have agreed to it, processed it, and then used the insurance money intended to eliminate this debt on other items. Our team has tried to reach a resolution, but the customer has not fully understood the financing she signed up for based on the terms she requested. She mentioned that she needed the longest payment structure possible, and we were able to get her that and more. Originally, she wanted 10-year repayment and now her loan is for closer to 11 years. Our team has worked through all these items and details with the customer, and we have done all that we can with the financing company but since her allotted insurance money was used on other items, we cannot adjust her debt or provide money back since we have already given a very generous discount to try and help her from the beginning of this process. 

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20217744
  
  I am rejecting this response because:

  I am being charged 3 times more than I agreed to and I do not have a 10 year financing plan. I only agreed to having the work done due to the offer of $30 payment over 10 years BEFORE I agreed to have the work done. The company misrepresented what I would pay and has done nothing to remedy the situation.

  When Service Professional first came to my house I signed up for financing because I had no money to pay for it, and the insurance company told me to find a repair person on my own. He called a manager to get the price reduced from the original price. After I signed the financing agreement I realized the monthly payment was way higher than I could afford.  I told him (in tears) there was no way i could afford it and that I needed to CANCEL the financing agreement. He then stated that he could get it spread out over 10 years and the payment would come down to $30 per month. I agreed to that, amount and he called the office to make the adjustment to the financing agreement while in my presence, and I agreed to move forward with the work based on our agreement.

  The work was completed for a huge fee of $6000 (which is way above market rates), but I had an emergency and agreed to pay the full amount based on the $30 per month rate. I am willing to honor that agreement as long as the $30 per month payment plan is honored.  

  Misleading misinformation in response:

  The owner has done nothing to remedy this situation in any way. The owner falsely presented the reduction in price as a remedy when in fact it was "reduced" to the amount to $6000 BEFORE SERVICE WAS EVEN DONE because there is no way I could ever afford the amount they were first trying to get me to pay. I only agreed based on the clear and absolute understanding that I had 10 year financing and was paying $30 per month. 

  Owner provided false information:

  INSURANCE:

  My insurance money did not pay the full amount as he stated.

  Owner stated that I may have done insurance fraud which is a significant accusation. I followed my insurance company protocol completely and contacted them even before I called the electrician. They only paid me what I had to pay for the services.

  Service Professional refused to bill me and required payment or financing on day of work. My insurance company told me to go ahead and get services completed on my own. I of course did not have $6000 so I had to sign up for financing, which I did agreed to, at $30 per month over 10 years.

   

  There is no such thing as a ten year financing plan: ************** manager told me that they DO NOT EVEN HAVE A TEN YEAR PLAN and said, "We don't even have a ten year plan.". My loan is not for 10 years, or even 11 as he falsely stated.

   

  What I want:

  I want these damaging comments regarding insurance fraud to be removed from the BBB website.

  I just want them to honor their word and our agreement with integrity and in a professional way.

  I am willing to honor paying the $6000 even though it is extremely expensive because that is what we agreed upon, but only if they honor the payment plan they told me I would have.  If they cannot honor the agreement as stated by the salesperson, then it needs to be resolved by reducing the total amount owed down to meet the $30 per month payment plan as agreed to.

  I would like an apology for the very insensitive and hurtful comment "sounds like you were going to lose your house anyway". Having terminal cancer and trying to manage my significant loss of income has been extremely stressful to me and my family. ****'s lack of compassion and cruel comments were astounding and left me speechless. No one should be treated this way. Even if they don't have terminal cancer.

  Poor professionalism. No one at the office apologized for the error, or suggested any ways to remedy it.

   

   

   

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

  

  Business Response

  Date: 07/24/2023

  Service Professor has done all that we can for the customer and her financing issues. Once a customer finances a certain amount and signs with their chosen financing agency, the payments are solely between them. Our company receives the payment upfront and the customer is responsible for paying their monthly payments to the agency, not Service Professor. We cannot adjust or change the payments they signed up for. The $6,000 the customer received from the insurance agency would have had to go directly to Syncrony, their chosen financing. The customer signed up for plan 943, which is 132 months. This comes to 11 years (132 months/ 12=11 years). This is the longest payment plan offered and we are unable to change that since that information becomes confidential. 

   

  Even if the customer wanted monthly payments of $30, for 10 years, that would only be payment for $3,600 when the services rendered were $6,000. We have provided all documentation for this customer and she has been paid by her insurance company so we are unable to further assist her as her insurance company has already reimbursed her for these services which should have gone to pay off her balance with her financing company. 

• Initial Complaint

  Date:06/16/2023

  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.

  We had our furnace/HVAC system placed by this company 2019. Fall 2022 when we were having issues, we called for them to look into this (it was still under warranty). When they came out they informed us that something wasn't done when they installed it four years ago. And that was causing the problems we were having. They didn't have the part, but gave me a business card and told me to call and check to see when the part was available. My husband also signed up for their "MVP" home protection plan, because we knew the unit was reaching it's warranty expiration. We have been charged $14.99 each month. One benefit of having this is, priority scheduling, meaning we would be bumped in front of the line when we called for service. Well, when we called to have this part put on the furnace we were scheduled for April 14th. I waited around all day until after 6pm and NO ONE called, NO ONE showed up. That was a Friday, it wasn't an emergency, we called the following week to find out what happened. With apologies, they rescheduled this appt again. That day (I don't have the date of this) someone called, my husband's phone to inform him they could not make it and told us again to call the main number to reschedule. The problem there was I was the one at home waiting around all day for someone to show up. My husband does not have access to his phone while at work and that was told to them at scheduling. And now today, I am waiting around again for someone to come fix my unit. I am so upset with the level of concern they show for paying customer. I have called them 2 times so far today, and still they cannot give me a time for anyone to show up. I asked if the tech would have the part to fix the furnace and they didn't know. They said they'd have to call us back. Still, no call back. It is almost 3pm on June 16, 2023. Oct 2022 was when the part was discovered to be missing.

  

  Business Response

  Date: 06/26/2023

  The customer had us out originally to complete work for them. There was an aftermarket part they wanted installed and our technician told them we could easily do that for them when we returned to their AC tune up in the Spring. There was a miscommunication where the customer thought we would make a separate appointment for it. Once we knew their expectations we put them on the schedule. The first appointment was unable to be completed due to not being able to get in touch with them. From there we were told we needed to call ***** and not ***** since he is unable to answer at work. When we had their second appointment rescheduled we unfortunately did have an emergency come up and had to reschedule them again. We know how frustrating that can be so we always try to ensure we take care of them after the inconvenience in a few different ways. We have now returned and installed the part that they wanted. Our team has reached out multiple times to try to get more information and learn how we can further make this right but we have not heard back. All the work that was supposed to be completed has now been finished. 

  Customer Answer

  Date: 07/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  I still do not recommend this company to anyone.

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