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

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

  
• 

  The Service Professor LLC

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

  

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:06/08/2023

  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.

  My furnace wasnt working because of a blown blower motor and when a Service Professor Technician inspected my furnace they missed a huge crack in my heat exchanger. I paid to replace the motor ($1000) and when the 2nd Service Professor came out a month later to work on my AC that wasnt working he inspected the furnace (by luck) and found the crack. I asked him if there was any chance the crack was there when I had the motor replaced and he said based on his knowledge and experience it was. He said they will get me a refund for the motor and it changed to only a refund if I purchase the furnace from Service Professor. After the 1st Technician missing the crack and leaving my family in danger of carbon monoxide poisoning there was no way I was giving Service Professor any more money. I want a refund for the motor install and the missed diagnosis. The company was very uncaring when it came to our complaint on the seriousness my family was left in danger of poisoning, and the *** of the company called me and said he stands behind the first Technician not reporting the crack because it probably wasnt there. I think thats ******** told him then hes telling me both of Technicians dont have a clue because the 2nd one said it was there before. Hes basically telling me his technicians dont have a clue what they are doing then. He wont give a refund. I want a refund because Im not getting any remorse from them and their Technician didnt do their job right. Thanks *****************

  

  Business Response

  Date: 06/14/2023

  ************, thank you for the feedback. As you discussed with our owner on the phone previously, you are asking for a refund for a separate repair than the cracked heat exchanger depicted in your message, a repair that was warranted at the time of service. We did extend an offer to credit that original repair towards the replacement of your system, which we did not have to do. However, you chose to have another contractor replace your system, therefore there is no reason or obligation for ** to extend any sort of reimbursement/credit. Again, as previously discussed in length, the request for a refund is not warranted in any way. As always and previously mentioned, reach back out to us with additional questions. 

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20163710
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/08/2023

  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.

  After finding my basement with standing water on 6/8, I called Service Professor on 6/9 to schedule an emergency visit. It would be a $99 fee. The technician, came out and asked if I wanted a supervisor to scope the lines and discuss options for remediation at no cost. I agreed.Supervisor, **, came out at 12:10pm.JT went outside to confirm where they connected to the city water line. ** told me that I have a ********* material piping and in those cracks/joints is where the roots grow, causing blockage. The camera showed roots starting at about 40 ft out. ** quoted $4,650 to auger out roots as there is no outside access to the water pipes, and a quote of $11,600 to clean out the lines and spray a liner for the pipes for 60 ft. I declined. ** called his supervisor and asked if there was anything that could be done to lower the price. The supervisor replied Lets make it an even $10k stating this job would fill in [their] work for tomorrow so he could lower the cost as a favor for a favor. I replied that I need to speak with my boyfriend and the supervisor said Well call him up now. I declined and JT left.I called the city, and they wanted to do a camera scope.Their camera footage showed about 20 feet away from the property cast iron pipelines (not clay-like material) that was clean and free of roots. At the 27 foot **** roots appeared. They measured and my property line is 26 feet. 6 feet away from that is also a manhole cover that has access to the water lines. The city came out on 6/8 and completed the water line root removal and pipe repair by 11am. This was no cost to me, as it is all city property. Why didn't they contact the city first? This could have left me with a debt of $10k. If they did fill in the water line with 60 ft of liner, as proposed, that would have reached the citys mainline and could have caused serious repercussions. I felt pressured to sign up and pay for services rather than research to see how to best solve my situation.

  

  Business Response

  Date: 06/26/2023

  The customer had us out after experiencing sewer and drain issues. Our team discovered they had a compromised pipe and that it would need to be repaired in order for them to be able to use the water in their home again. We know dealing with sewer and drain issues can be frustrating and our team is committed to making sure you have a permanent solution so you have peace of mind in your home. There are some services offered by both the city and Service Professor but we specialize in many solutions that others do not. Our team offers trenchless solutions which the city does not. The city will provide some limited solutions but they are certainly not long term and they will only cover some of the issues depending on how close they are to the road. If the customer is experiencing issues in one spot in the line, the issues will continue, unless all compromised spots in the line are repaired. Our team offered a variety of solutions for the homeowner so they could decide which was best for them, their home, and their finances. We know that sometimes that also is going with another company. We never hide any information from our customers and did provide a breakdown of costs and included all the items that went into the final cost such as labor, materials, etc. 

  Customer Answer

  Date: 07/04/2023

   
  Complaint: 20162281
  
  I am rejecting this response because:

  The business does not address all the concerns initially listed. The fix that they proposed would have been on city property and they knew where the city property began. The Service Professor technician marked on the sidewalk where the property line ended (30 feet) and still quoted me a spray of plastic inner lining to 60 feet. There were no roots found in my pipes, but there were roots on the city property. Also, the city's permanent fix (which is way more permanent than a liner out in the pipes by Service Professor) of removing and replacing the pipes was free to me and was never offered as an option during Service Professor's quote. Also, they have an optional signature agreement for them to take pictures of my appliances so they can notify me and "other businesses such as ********** (who installed my furnace)" to help maintain those appliances. I called ********** and they confirmed they never are contacted by Service Professor, nor do they work with them on recalled parts. 

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

  

  Business Response

  Date: 08/03/2023

  The customer was able to see the camera as ************** scoped her pipes. He found that her pipes inside, and outside of her home, were in bad shape. Our team would have made sure the customer was taken care of and her pipes were in the best possible shape. A liner is the most permanent solution and provides the home owner with peace of mind. If we start a job and discover that we misdiagnosed something we always inform the customer which gives them the option to continue the work and be preventative or to stop the work. The city always maintains their pipes so they would have still needed to possibly clear their side to remove all roots. The customer was provided with 3 options upon her visit; a "do nothing" option, a milling or advanced cleaning, and a liner option. The customer chose to do nothing and did not spend money on a replacement. Our team always provides options so that the customer has the ability to choose what is best for them. Ours team options included doing nothing which would allow her to see how things progressed or if the city would take care of it and more advanced options. The other options offered a complete new liner to update her home's piping, clean out of any roots found, and provide a lifetime warranty on the liner. 

   

  The customer chose not to go with a solution we offered which had a variety of pricing options.

• Initial Complaint

  Date:05/24/2023

  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.

  One of their plumbers tried to fix my bathroom faucets, made a mistake and I'm getting the run-around in correcting it six months later. The plumber left a mess after he left, used my tools and purchased a cheap toilet, then charged me $1500. I've asked to speak to the owner and they won't have owner call me or allow me to speak with them

  

  Business Response

  Date: 06/09/2023

  Our team provided some plumbing work and ran into some issues with the installation of the faucet. Our team assured the customer that we would take care of her and even offered to replace the entire sink if the new faucet wasn't working properly. Our team has tried to schedule multiple appointments with the customer via email and have left multiple voicemails but did not hear back. We have now heard back from the customer via email and our technicians are back to her house to complete the project per her requested resolution. 

• Initial Complaint

  Date:05/16/2023

  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 have asked for nearly a year to be REMOVED FROM ALL DIRECT MAILING LISTS.This company continues to solicit ** by mail.

• Initial Complaint

  Date:03/07/2023

  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.

  Service Professor 03/03/2023 ************ has ************************* come out and run a camera through my sewer pipe and he said this is the worst I have ever seen. He said it would cost $12,000 to fix and if not fixed it could cost up to $25,000 to repair. I had a second company come out today and there was no leak or issue. ************ wanted me to spend $12,000 on an issue that didnt exist.

  

  Business Response

  Date: 03/09/2023

  The customer called us on March 2, 2023 to seek help with his homes drains. During the call the customer states that his home is experiencing issues with multiple drains, on multiple floors, and in multiple rooms. Our team went to his home later that day to attempt to restore flow to the drain he was the most concerned with. Our team was able to restore flow to his drain and charged him $99 for the work. Issues with backups in multiple drains often indicates there is an issue with the mainline which effects the entire house. Our team had a supervisor go to the customer's home to do a camera evaluation of the mainline to try and further diagnose the cause of the issues. There was no charge for this additional appointment or technician or camera evaluation that the customer requested when we told him we were happy to do.

  Our team diagnosed an issue with the home's mainline and offered a few options for repair. We always provide upfront pricing to ensure the customer is well informed and able to make the best decision for their home, family, and finances. This allows the customer to choose whether they want to have any work completed before it starts. Pricing varies depending on quality of materials, scope of work, warranties, etc. Our team provided an estimate with all of this laid out so the customer knew exactly what the work would include. 

  Our options include trench-less installations that require no digging, and come with a 20 year warranty. We are one of the only contractors that are able to provide a trench-less solution. Other companies offer different solutions at different pricing. We have guarantees that state, if another company offers exactly what we do in writing, we'll not only match it, but beat it by $100. This customer ************************ chose other options, which we respect and wish him well. We have done all we can to rectify the situation, as nothing past the $99 drain opening was completed and charged. 

• Initial Complaint

  Date:02/21/2023

  Type:Sales and Advertising 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 hired Service Professor to install a tankless water heater and to install a P-trap for a handicapped pet shower. When the technicians arrived, they cut up the **************** and removed the shower strainer and then mentioned they had the wrong parts and had no idea how to fix the issue. They left and I have had no luck getting in contact with someone to schedule the repairs. Currently there are open plumbing drain pipes which have been pouring sewage smell throughout our home and it seems like there is no intention of repairing them in a timely manner.

  

  Business Response

  Date: 02/25/2023

  Hi *****, 

   

  We always strive for five-star service to ensure you have an excellent experience with our team. It looks like there were some issues that prevented this from being a five-star experience which our team quickly jumped into action to correct. When our team ran into issues with the project we were called out for, the plumbing manager let you know that they would work quickly to get the supplies necessary to finish the job and get back to your home in a timely manner since this was on a Saturday there would be a bit of a delay. When our staff received a call that you were unhappy, our plumbing manager got back in contact with you in about thirty minutes after he received the message from our customer ********************** team. 

  Our team quickly set up an appointment for our team to come back and you stated during that call that you were satisfied with that solution. Our team returned back to your home and complete all the work that was to be done. The team completed the original work and then tiled and regrouted your drain to ensure it was working properly. Our team offered to send a technician back out to your home after the second appointment to check on the tile to ensure you were satisfied with that part of the job. Our team has completed all the work that you had requested and has offered to send another technician out. 

  Please let us know if there are any remaining parts of this job that are not completed that you had originally requested or asked to be included on an estimate. We want to ensure that we were able to improve your experience and we hope to have earned five-stars from you. During your calls you mentioned that you were satisfied but if that is not the case we would love to learn more about what we could have changed and how we can work on this going forward as we continue to always improve as a team and a company. 

  Customer Answer

  Date: 03/05/2023

   
  Complaint: 19442131
  
  I am rejecting this response because:

  The completion of the job was only a portion of my issue.  First, when I was originally quoted for the job, I was told it would take two days and that the workers would come and they wont leave until the job is done or it gets exceptionally late. The first day scheduled for work, no one showed up nor even called.  The second day, the workers left by 3pm with the job not just unfinished, but open sewage pipes dumping odor into our house.  I specifically asked that they at least seal off the pipe and they left without doing so- leaving me to have to seal it myself.  
  

  Additionally, the original quote included an air intake that would run to outside the house.  I was charged for parts and labor for this.  When the job was performed, this intake was not installed and instead, a short stubby piece of PVC was put in to bring in air from within the basement.  So I was charged for parts and labor that were not necessary.

  Next, when I checked out the completed job, I noticed that exhaust seal was not put in properly and was crooked and unsealed.  It was unsettling to see that such an obvious mistake was not already identified.  
  

  Lastly, when the job was left incomplete, I was told I would be contacted the next day to schedule the job completion.  Instead, after 3 calendar days, I had to call myself and again, was told I had to wait another ***** hours just to talk to someone to schedule.  Meanwhile, our handicapped pet shower that we use daily was unable to be utilized.  Had I known this timeline originally, I never would have agreed to the job.  I had to take two additional days off work as a result of these delays, which essentially increased the overall cost of the job to our family due to lost income. 

   

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

  

  Business Response

  Date: 03/20/2023

  Our team was able to talk to the customer and find the root of the issue with a portion of the job that was unfinished. Our team has issued a refund for that portion and doubled it for his troubles. The customer stated this would be more than sufficient and he would be happy with that resolution. 

   

  At this time the customer told us there was nothing else he needed or wanted from us now that he was refunded for the part of the job that was not completed.

  Customer Answer

  Date: 03/21/2023

   
  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:11/27/2022

  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 to my house on November 14th of 2022 as I request a ***** sewer service advertised on all there vehicles! *** and behold,they send some dumpy looking guy who sat in his vehicle for the first 15 minutes here and I had to go get him or he would still be sitting there today probably,he comes in,looks at the line in basement goes gets his machine but has NO blade on it which I requested prior to making the appointment! He tells me they don't use blades,so I say well,drain companies are supposed too yes? He states,well we are not a drain company. So why do you advertise that you are? Long story short,after opening my line he drags up roots then puts them back down the drain and says" oh,***** float back out to main city line,now you and I both know better than that,this company I called and spoke to a *****,*****,and yet they were going to supposed manager call me,he never did until Sunday when drain ba ked up all over house again! ****,class a moron calls and states they will not help me but will get someone back out there Monday,and charge me another *****!!!!!? This company failed on ALL levels and is a disgrace to the plumbing community,folks DO NOT USE this company,they are crooked all day,they fall on the excuse" we only Temporary restore flow,b.s! They also make you sign a waiver before entering premised if their moron falls on your property,breaks ANYTHING in your home,or they break their equipment they are not responsible but you are responsible for their negligence! Don't walk from these crooks, RUN!!!!!!!!!it's false and very misleading advertising ,

  

  Business Response

  Date: 12/12/2022

  Thanks for taking the time to bring this to our attention ****. Above all, we value our customers and their experience with us. We always strive for five-star service and it looks like we fell short here. When it comes to our $99 Anytime Sewer and Drain Opening special, it will restore flow to your home. This is a temporary solution since roots continue to grow in your main line once it is compromised. Even if all the roots were cleared, they will continue to grow back if the line is not replaced and sealed. When you spoke with our Sewer Manager, Rich, he informed you that our company focuses on permanent solutions. This ensures you do not continue to waste your money on quick fixes and gives you peace of mind knowing your sewer is replaced and has a warranty. Most sewers are only 4 inches and when you requested a 6 inch blade our team informed you of plan to use a cable which will fit in all sewers.
  
  When it comes to cabling and clearing roots there are large risks since the line is broken and weakened due to years or roots filling it and continuing to grow. As a company we want our customers to know that there is a possibility of damage to the line. We let you know this upfront so there are no surprises. If you were to choose to have ************** use a camera to evaluate the line, which allows us to clearly see what is going on to the full extent, the drain opening is warrantied and we would be happy to fix it.
  
  Since we have been assisting you with this line our team let you know your sewer needed a permanent solution since each time you cable it, more damage is created. Our team specializes in permanent solutions which our team offered you. If you are more interested in short-term and temporary solutions, our team would not be able to assist you long term.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18468221
  
  I am rejecting this response because: 1st,blades do NO such thing,2nd you morons used a tiny little spade bit,NOT A BLADE! 3rd,your guy,****,dropped the roots back down the drain! ****,is a liar,a poor excuse for a company professional and again,wanted to re charge for the same,poor,excuse if temporary flow to my drain! As I called your office the very day,while he was still here texting his girlfriend in my basement! 4th,you need to remove your ***** drain special from ALL your vehicles because in it,it states your $***** drain special!!!! It says Nothing,zilch,at all that this is a 1) temporary,fix no where's!!!!!
  2) when I spoke with ****, **** on the phone they assured me they would use the 6 inch root blade,3rd,I know for fact this is NOT what **** used as your so called manager,(my snobs we ll call him),told me when finally returning my call on a Sunday nite after trying to reach him for 6 days prior to NO avail! Your company is crooked,it's not worthy to be called anything other than shyster company that does not care what happens to the customer after you run your tiny cable through the drain other than,we ll come back and steal money out of your pocket and say" well,fine print,temp flow,liars!!!!! Shysters!!! Charlotins!!! Crooks! I demand a refund,if course I have roots you morons,why else would you be here!
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/05/2023

  Hi ******, 
  
  It seems you were not satisfied with our response. We are happy to refund you the $99. Please note that the $99 Anytime restores flow to any drain. We always let our customers know this is not a long term solution and in no way advertise it as such. Your $99 will be restored to your original payment method. If you paid in cash, a check will be mailed to your home address. We wish you all the best in your future home service needs and hope you find a company that is the right fit for you. 
  
  Best, 
  
  Service Professor

  Customer Answer

  Date: 01/06/2023

   
  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:08/29/2022

  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.

  On Aug 18 I receive an email from Service Professor offering to clear a drain for $99 or pay nothing. I call on Aug 23 and am told they will ONLY come and snake my drain, clear the obstruction if I have had my septic tanks cleaned in the last 6 mos. FACT is I have a NEW system, ie two tanks with a lift station that were installed, approved by KCHD on Aug 18, 2021. I am a 75YO single male so burden on system is minimal. I have NO alarm, NO standing water so my septic system is working. /When ****** refused to yield her position I asked the owner call me. A manager responded, stating he was the ONE who created that requirement. ****** had tried to tell me a single person fills tanks FASTER than a family And they did not want their auger getting hung up. Hung up on what? Bottom line, the manager would not yield either. I have the email that says NOTHING about pumping tanks before they'd come. I view this a potential scam so they get advertising credit for a cheap snake job where I pay $99 if successful and NOTHING if unable to clear, BUT I need to pay $300 to have my tanks pumped within the last 6 months.

  

  Business Response

  Date: 09/01/2022

  *****, 
  
  Thanks for taking the time to leave us feedback. The $99 Anytime Sewer and Drain opening states that we will restore flow to a sewer or drain for $99. The $99 Anytime Sewer and Drain Opening promotion does have a list of terms and conditions that must be met in order for the deal to qualify. Unfortunately, with septic tanks, your system did not qualify due to it being a large liability risk for you and simply not one that our company is willing to put on you, or any one of our valued customers, in regardless of you telling us it's okay verbally. ****, our sewer manager, explained all of this to you on the phone call, which is attached here for BBB's reference. While we can appreciate you have a different plumbing opinion, attempting to restore flow to your system simply did not meet our safety standards that we require be in place. We reserve the right to protect our customer's homes and our staff with the safety policies and procedures we have in place for everyone's well being. As Rich mentioned to you, if you have the septic tanks pumped, we are happy to service you. Please let us know if you need further clarification on this situation. We feel that it has been explained multiple times and should come to a close. Call us anytime for further conversation. Phone call attached for BBB reference. 
  
  Thank you. 
  
  Service Professor

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

• Initial Complaint

  Date:08/16/2022

  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.

  In March of this year my mother *************************** had to have her sewer lines redone. We decided on Service Professor. They did the job in the house just fine. Unfortunately it was really wet and cold the day they were to complete the outside portion of the sewer line. They were able to dig the trench and hook up sewer line, but said they were unable to properly fill in the 3ft wide ****ft long trench that they had to dig due to the wet muddy conditions, but that someone would return once the weather dried out in late spring to properly fill the trench in. He also said if she didnt hear from him to call and remind him. So when June rolled around and it still was not filled in I reached out to them. I am now being told by a gentleman named **** that the filling of this huge trench will cost extra! My mother and I have both explained over and over that the job was NEVER COMPLETED! Yet **** said according the the contract she is responsible for the filling of this trench. Thats NOT what was said to her. She was specifically told they would return because job wasnt complete. She is a 73 old who just wants them to finish the job she paid over $13,000 for them to do. Thats all. Yet they refuse to come finish and now want more money!!

  

  Business Response

  Date: 09/01/2022

  Dear ***, 
  
  We appreciate you sharing your concern. As mentioned during the phone conversation you had with our sewer manager, the upfront pricing work that you received and paid for was completed. The invoice also states that additional work, specifically landscaping work, will be an extra charge should you choose to utilize that service. Your service agreement states that the trench would be filled to grade, which was completed. Should you want additional landscape work completed, that would have to be done later in the Spring or Summer due to the ground conditions. At the time of completion, **** - the homeowner, did not want the landscaping work completed. We understand you feel that the job was not finished and that it should not be considered landscaping. We apologize for any misunderstanding and are happy to complete a landscaping service at our standard rate should you choose to utilize that. We also invite you to call us back, but ask that you refrain from foul language or utilizing disrespectful language with our staff. They are informed to end the conversation if that happens, which is what happened the most recent time you called us. We are always happy to discuss any matter further and do our best to make a situation right, but it must be a respectful conversation. Please let us know if we can be of additional service. 
  
  Thank you. 

   

  Service Professor

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

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17725042
  
  I am rejecting this response because:

  
  The day they claim to have finished the filling of the trench my mother was informed by the gentleman in charge that day that the weather was causing problems with the heavy **** and that he would return when the weather had dried out to complete the filling of the trench.  These were the words of the employee so clearly the job was NOT COMPLETED!!  Speak to him and have him pay for the SO CALLED LANDSCAPING THAT YOUR COMPANY IS TRYING TO GET MY 73yr old mother to pay.  He knows he said and the job WAS NOT PROPERLY FINISHED!!!  Stop running us around and do what your employee promised my mother.  Thats all we are asking and I will not let you get away with lying to her and refusing to do what was the job your crew DID NOT FINISH!!!
  Sincerely,
  
  *****************

  

  Business Response

  Date: 09/07/2022

  **************, 

  We understand that it is frustrating to have possibly been miscommunicated with on a certain aspect of the job. If that was truly the case, we certainly apologize. As **** mentioned on the phone call, what likely occurred is that he mentioned having to come back to do the additional landscaping work should you want that completed. I understand that is not your opinion of the conversation and that is what is causing you frustration. If you would like to further discuss this issue with Rich, we are happy to setup that phone call, but again, the call will come to an immediate end should you use disrespectful language toward our staff. 
  
  We look forward to finding a resolution here. 
  
  Best,
  
  Service Professor 

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

  Customer Answer

  Date: 09/09/2022

   
  Better Business Bureau:
  Service Professor sent someone to my mothers on 9-8-2022 and finally filled in the large trench they left back in March, thus completing the job after 6 months.  I had to call 4 times to request this be done, was disregarded and treated as like a lier, and told they would do nothing to fix this trench/hole without more money!  My language was direct result of the treatment I received over the many months and phone calls.  I am satisfied that the job is now completed.  I only wish they had owned up to their wrong doings in the response I received today.  Thank you BBB.  They would have NEVER finished this job without your help!

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************