Complaints

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• Initial Complaint

  Date:04/18/2024

  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.

  Please utilize abilities to solve dispute positively.Dispute against A.G. Guinner Plumbing Company, **********************************************Phone: ************ Fax: ************ Currently (more than two months) there has been no progress towards settlement.Requested a refund of money paid ($3,170.00) or hole patched within one week. Copy of contract with parts used is furnished.Promise was made to patch hole if paid in full on date plumbing was completed provided it passed inspection. Inspection was completed on February 22, 2024. Results of inspection was that plumbing passed. A lien waiver would follow next signaling conclusion.Still remaining for contract fulfillment is hole patching with plywood and furnishing a lien waiver.Thank you for giving my complaint your attention in effort to settle favorably with a refund or patching hole within a week with plywood and providing a lien waiver for parts used to complete contract.

  Business Response

  Date: 04/22/2024

  Hello, we are more than happy to install the plywood on the hole as the customer requested and furnish a replacement lien waiver.  A lien waiver was sent via **** the day after the payment was processed. If the customer did not receive it or needs a copy, we are happy to send that out immediately.  We have made several attempts to set up a time with the customer, however when the customer returns our calls or calls into the office she informs the office staff that she "does not want anyone in" her home and refuses to schedule. We are unsure of how to move forward without clear communication from the customer.  If the customer would like to call the office and speak directly with me, I would be happy to schedule the appointment for the patch as she has requested.  If she still feels strongly that she does not want anyone in her home, we would be happy to reimburse the $150.00 included for plywood patch on the hole made for plumbing access.

  We apologize for any misunderstandings. We feel very strongly about providing the best customer service possible and sincerely wish to settle this matter as quickly as possible. 

   

  Thank you, 

  Customer Answer

  Date: 05/01/2024

  I will call them because I want my issues repaired. 

  Business Response

  Date: 05/01/2024

  Hello, the customer contacted us 04/30/2024. We verified that she was willing to allow us to enter the home to complete the patch and she agreed. We offered to schedule the next day and the customer declined stating that her schedule did not allow that.  The patch is scheduled for Tuesday May 7, 2024. We sincerely hope this is satisfactory and will resolve any issues. 

  Business Response

  Date: 05/09/2024

  The patch work was completed as the customer requested on Tuesday, May 7th, 2024. 

   

  Customer Answer

  Date: 05/10/2024

  I am waiting for my lein waiver. They did patch the hole. 

  Customer Answer

  Date: 06/27/2024

  This letter is a follow up to the case previously filed about R.A. Guinner Plumbing Company, **********************************************

  Originally complaint was for failure to patch hole in closet and issue a lien waiver.  The total cost was $3,1700.00 and credit card company was notified and asked to drop charges because *********** was promised.

  A conditional lien waiver was issued.  I marked it with a yellow X and returned it because asked was that it be in owner's name and not mine as agent.  I have not heard by phone or email from company.

  It would be appreciated if a lien waiver title properly could be obtained so this issue can permanently be settled as it has lingered since February.

   

   

  Business Response

  Date: 07/01/2024

  We are very sorry that this has caused the customer so much confusion.  We spoke to the customer and informed her that the credit card company had not received information that she was no longer disputing the charges and that they had not released the funds into our account.  We contacted the customer and informed her that we would be sending a conditional lien waiver and once the funds were credited back to the account we would issue the full and final lien waiver.  The customer agreed.  We mailed the lien waiver, 8 days later we received the lien waiver back thorugh the mail crossed out with a note that she contacted the credit card company and was now requesting the lein waiver be issued in a different name.  To avoid any further time delay and confusion, we immediately issued the full and final lien waiver as the customer had requested.  Customer satisfaction is our number one priority. We always encourage customers to phone the office any time to get immediate assistance as sometimes mail can delay the process. We appreciate all of our customers and hope this settles this matter.   

  Customer Answer

  Date: 07/29/2024

  In response to letter dated July 2, 2024 and received today, please note that case has been closed according to me. 

  I have inferred credit card company that I no longer dispute terms of contract and have paid by billing statement of credit card.

  Plumbing company has finally completed it's term of patching hole in wall with plywood and issuing a lien waiver in property owner's name and not mine acting as agent.

  Thank you for acting as buffer between both parties to settle issue.