Complaints

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• Initial Complaint

  Date:01/10/2023

  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.

  First visit: On December 13th Mr. ******* came out and checked the well head, under my house and asked questions about my pump and water situation. I explained what was going on and Mr. ******* gave me a few ideas he thought could be the cause of my problem. #1 He stated it could possibly be a leak in my underground PVC pipe leading to my water tank under my house. #2 a problem with my pump, the PVC pipe leaking down in my well or the electrical wiring connected to the pump down in my well. #3. Mr. ******* also stated that he did not think it was the “cut off” switch under my house connected to my water tank. Mr. ******* stated very clearly that I did not have to pay him for that service on the same day. (typically, it is customary to include the diagnostic fee as part of the final price after the job is completed).
  Second visit: On December 17th Mr. ******* returned and cut the underground PVC pipe from my well head and connected another pipe to my well head and ran it on top of the ground to my water tank under my house to see if I could still get water. The water pressure was still week and we could not wash or take showers. I was able to get water from my well head by using my water hose and stretching it into my house to fill up my bath tubs so we could at least operate the toilets. This was the first time he asked for the $310 payment for the diagnostic fee and connecting the pipe he ran over ground and connected to my tank under my house. (I paid him in good faith the first time he asked for payment and provided me an invoice).
  Follow up communications: On Monday December 19th, I texted and called Mr. ******* multiples times about his lack of communication and trying to find out when he would be back. He texted me back that same evening at 8:00 PM and stated that he had another job and it was taking longer than he anticipated. He also stated that he was a “small business” and I could call a bigger company that could get to me faster.
  I texted Mr. ******* back on December 20th and asked if he would give me a phone call so we could talk about the work he had done and what he intended to do going forward since I had already paid him $310 by check which you had already cashed. He texted me back and told me he was almost done with that job and asked if he could call me when he finished with that job and I said “yes, sounds good. (Mr. ******* continued with his pattern of lack of communication and did not call me back).
  Third Visit: On Wednesday, December 21st, I looked out my door and Mr. ******* had pulled up in my driveway with two other gentlemen without making we aware that he was coming over or that he was out there. Since Mr. ******* was with two other men, I assumed he was ready to pull my pump to determine the problem, which he had not completely diagnosed prior. I immediately waved for him to come inside so we could talk. I wanted to talk to Mr. ******* first because his behavior and service had been so erratic and undependable, I wanted to get an idea of what he intended to do. I also explained to Mr. ******* that I did not want to be without any water since the Christmas Holiday weekend was coming up and I did not want him to pull my pump only to find out the problem was the pump and pipe down in the well. Mr. ******* agreed and started to make some calls to see if he could find a submersible pump, he stated to me he wasn’t sure whether he needed a ½ or ¾ inch, referring to the pump and/or pipe. It was clear at that point that Mr. ******* was not “ready or able to complete the job, because he did not have the pump or pipe and was not able to acquire a well pump based on his telephone calls that day.
  
  During our discussion, Mr. ******* stated he would be back on December 27th at 11:00 am. Again, Mr. ******* did not keep his appointment and called me approximately 5:30 pm that evening and stated he had another emergency job of sort. I had not heard from Mr. ******* since December 27th, until I sent him the email on January 3rd, 2023.
  Final note:
  Mr. ******* finally responded on January 5th to an email I had sent him on January 3rd. Mr. ******* stated in his email that he came over on December 28th to do the job, which had confused when he had come over on Wednesday, December 21st, with his helpers which I explained in the “Third Visit” section. After several weeks of trying to work with Mr. *******, I totally lost all confidence in his ability to do the job, his partial guess of the problem and lack of dependability. Unfortunately, I had to get another company which I had to pay another diagnostic fee. I obtained the name of two other small companies on December 29th and 30th. one was booked, the other one on December 30th was available and came over that evening around 5:00pm with a new pump and the pipe needed to fix my water. The entire issue was resolved in 4 to 5 hours and I paid the company in full the same evening.
  
  Below is my written request I sent to Mr. *******. Considering the time frame as well as what was done and the fact that the job was not completed, I feel my request below is reasonable to resolve this issue:
  
  1. Diagnosis charge: $185 for a diagnosis that was not accurate and incomplete. (Typically, it is customary to include this charge as part of the total service once completed. Since Mr. ******* did not complete the service and did not completely diagnose my issue, I feel this fee should be refunded).
  2. A PVC water pipeline for $125.00 was placed on top of the ground which was not necessary because of an incorrect diagnosis of a possible cracked water line under the ground and failing to come back to complete checking my well pump as part of the diagnostic process which is where the problem really was.
  3. Mr. ******* also left the electrical cover off my “cut off switch box” unattached to my water tank pipe under my house.
  4. The service provider I contracted with had to re-attach the underground pipe to the well head and I need Mr. ******* to come and pick up the PVC pipe he left lying in my yard.

  Customer Answer

  Date: 01/20/2023

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 01/30/2023

  Please find the attached communication between myself and Mr. *******. In my response to his email to me I outlined my reasoning as to why he is not entitled to a refund. The fee of $310 he paid me was for services I completed when I went to his home on 12/13/22. In his complaint to your agency he stated “Mr. ******* stated very clearly that I did not have to pay him for that service on that day”. This statement is true however I never told him the services were free. I still was entitled to payment for the services completed. He also stated “typically it is customary to include the diagnostic fee as part of the final price after the job is completed”. This is not typical as he stated. A customer can call other companies to obtain additional estimates. No job is guaranteed at the time a diagnostic fee is given which is why payment for such services are due at the time the diagnostic service is rendered.  Typically, when a plumbing company comes to a home and completes a service they are paid that day for those services rendered at that time. 

   

  As I noted in my email to Mr. ******* I arrived at his home on Wednesday December 28,2022  ready and able to complete his job. However, he explained that he had not received the funds from his insurance company and he asked if I could still go ahead and start the job. Due to me being a small business, I am not able to operate in this manner. At this time we agreed that I would come back on January 3,2023 to complete the services for him. Mr. ******* did send me a text message on January 2nd at 7:31 pm not on January 1st as he mentioned. I admit that I was not able to get back with Mr. ******* immediately when he sent the text to me, as I mentioned in my email response to him noted below, I had a sudden death in my family. This I will take responsibility for. As far as the services completed at his home which he in fact admits to being completed on 12/13/22, this payment was due to me for my services. 

   

  Sent from *******'s iPad

  
  Begin forwarded message:

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

  Dear Mr. *******,

   

  I received your message with your noted concerns and request. First, I would like to start by apologizing for not being able to get back with you as I had death in my family and had to go out of town at short notice. However, if you recall I came to your home ready and able to complete your work on Wednesday, December 28, 2022 but was unable to do so due to you stating the funds were not available at that time. You stated that you would contact me once the funds were available in a few days. 

   

  As it relates to the $310 that you paid me, this was for the services I completed when I came to your home on December 13,2022. These services as stated on the invoice I sent you on December 17,2022 included a diagnostic performed on your well pump, as well as the temporary line I completed for you on December 13,2022. I was not paid for these services on this date and therefore requested you pay for these services on December 17, 2022 when I came back to your home. The invoice I provided you outlines all of these details so you will see the detailed account that verifies my statements as noted above. 

   

  I will take responsibility for not reaching back out to you in a timely fashion. As I mentioned I had death in my family which was an unexpected occurrence. 

   

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

   

  Sent from *******'s iPad

  
  
  

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

  Dear ******* *******,

   

  I have tried multiple times to contact you by phone and text messages without success. Therefore I’m reaching out to you via email in regards to the incomplete service you started on repairing my well pump on December 13^th. As of January 3, 2023 you have not completed repairing my well pump or attempted to contact me since Tuesday, December 27^th, 2022. I had to initiate the calls and text messages to you each time in an effort to find out what you intended to do about bringing this situation to closure, after more than four weeks. I also sent you a recent text message on Monday, January 1^st, 2023 requesting a call back and the only response you texted was a “thumbs up” and no communication since. On Friday, December 30^th 2022, I contacted another “small business” that came out that same day and completed the diagnosis and repair of my well pump in 4 and ½ hours.

   

   

                  Therefore I’m requesting that you refund me the entire $310.00 I paid you up front no later than Friday January 5^th, 2023.

   

  1.       Diagnosis charge: $185 for a diagnosis that was not accurate and incomplete. (Typically it is customary to include this charge as part of the total service once completed. Since you did not complete the service and did not completely diagnose my issue, this fee must be refunded).

  2.       A PVC water pipe line for $125.00 you placed on top of the ground which was not necessary because of your incorrect diagnosis of a possible cracked water line under the ground and failing to come back to complete checking my well pump as part of the diagnostic process.

  3.       Your service also included leaving the top of my “cut off switch box” unattached to my water tank pipe under my house.

  4.       The service provider I contracted re-attached the underground pipe to the well head and I need you to come and pick up the PVC pipe you left laying in my yard.

   

   

  Unfortunately, due to your unwillingness to respond to my multiple phone calls and text messages in a reasonable time frame over the past several weeks, I will not make any additional attempts to contact you. Although, I’m considering other options to resolve this issue, I would prefer that you refund all the money that I have already paid you.

   

  Mr. ******* *******

  Phone:  ***** *** ****

  Cell: ***** *** ****

  Customer Answer

  Date: 01/31/2023

   I am rejecting this response because: Based on my experience working with Mr. *******, he does not operate a credible and organized business. I spent several weeks making phone calls of which several were not returned at all  and I had to contact him via text. Mr. ******* did respond to my text messages more consistently. However, he continued to be sporadic and inconsistent with his communication. After several weeks of not knowing if or when he would contact me, I had no other choice but to find someone else to do a job that only took about 4 hours and I had been trying to work with Mr. ******* for over 3 weeks. I gave Mr. ******* a check list from my Warranty company and asked if he could provide me with an itemized estimate, so I could send to my Warranty company to start the reimbursement process. He never provided me an itemize receipt. Clarification, and this was not due to a lack of funds. Mr. *******s statement that I told him I was waiting for my insurance company to pay. This is not accurate or possible because any warranty company would require proof of the job being completed before they would reimburse anyone. My funds were always available because I was using my retire funds which only takes 2 to 3 days to send to my personal account. I explained this to Mr. ******* and I also communicated to him that I did not want to request the funds for two reasons, tax implications and I wasn't sure if I could trust him to complete the job because of how he had prolonged fixing my water issue over a 3 week period.    
  

  My last effort to resolve this issue was letting Mr. ******* know, I would be willing to except $150 and he come back and pick up that 40 feet of PVC pipe he left in my yard. He has not and my suggestion is to make other customers aware that he has been reported to the BBB for the reasons listed in this complaint.