Complaints

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• Initial Complaint

  Date:07/10/2024

  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.

  1. November 29, 2023.  Total $7,360.00 2. Condo upgrades, mostly plumbing and some electrical work.  Mr Daryl O***** had access to the condo we went through list of upgrades to complete.  On the list was a bathtub faucet in the upstairs bathroom.  The faucet pipe was protruding out of the wall about 1 to 2 inches. Requested to have the faucet flush with the bathroom wall.  He completed the job on 11/22/2023.  The condo was not used until the first reservation check in on 12/23/2023.   3. 12/2/23 (see PM report image) our guests in our condo called Property Management about a leak over the kitchen counter.  Our Property Management plumber went in and investigated the leak.  The plumber and tenants discussed that they would not be inconvenienced and the plumber would be back the next day to fix the issue. His initial investigation was a leaky drain base but the next morning investigated and it was determined his initial investigation was wrong.  He then made a penetration to the drywall where the leak was indeed the upstairs faucet was installed incorrectly.   He made a very large opening behind the upstairs shower and above the kitchen sink.  He removed the diverter valve, properly soldered the faucet into place and then repaired the drywall openings.  The Property Management plumber said it would be impossible to install the faucet diverter without going through the upstairs bathroom wall/kitchen wall, installing the diverter and solder.  Instead Mr O***** tried to complete the job in the bathroom wall. Received an invoice from ** ***** to replace what Mr O***** installed incorrectly, test water flow and no more leak. 4. Daryl O***** has done everything possible to ignore my requests for payment of the dispute or even discuss the bad faucet installation.  Calls unanswered, texts, email no reply, sent certified mail with pics, issue of leakage.  Mr Daryl O***** refused to accept the Certified mail with pictures and invoice and was eventually returned. 5. No adv

  Business Response

  Date: 07/15/2024

  On November 22, 2023, job was completed by Gary O***** a licensed JPG  “ Journeyman plumber gas fitter” and has been in the trade since 1998 is the co-owner of prompt professional services LLCJPG certificate number 10043, licensed number 372-2342 prompt professional services LLC shower bathtub materials were provided by customer and mailed directly to PPSLLC 30 days later customer says there’s a leak on 12/23/23 when customer advised of a leak, we told her we would go check it out, I was told by *** customer not to go look at it **** Realty. ****** had her plumber look at it. We heard back from *** until March 4, 2024 Submitting us a bill saying, the problem was caused by prompt professional services LLC I sent her a text requesting the plumbers license number and journeyman certificate number. I looked up on the state of New Mexico website. This person is not licensed. How can he be an expert who caused the problem? He is not a professional  and should not be doing work of plumbing without a valid license in the state of New Mexico on July 15, 2024 at 2:56 PM. I spoke with **** ***** at phone number ###-###-#### for a 49 second call , just advised he is not a licensed plumber or journeyman so how would we use his expertise when he’s not an expert or a licensed contractor or journeyman? I feel that if we were allowed to see the leak, we could’ve determined whether we caused it or not if you have any further questions , I can reach at ###-###-####. Thank you Daryl O*****. 

  Customer Answer

  Date: 08/02/2024

  Here is my reply.

  
  

  This the only conversation from Prompt Professional Services (PPS) O*****
   Here is the actual text messages between O***** and ***** ******: Tuesday December 26, 2023;

  From ***** ******

  Good Morning and Merry Christmas.  On the 22nd of December we had our first guests in ***. Yesterday Christmas Day the guests sounded the alarm as the upstairs bathtub was leaking. There is sheet Rock damage through to the Kitchen wall. ******* asked the guests not to use the upstairs bathroom. They are checking out today. ******* main guy and plumber are going over to fix it. Hopefully as their are more guests checking in today. Any thoughts as to why it is leaking?

  Reply: O*****

  Wasn't leaking when we were there end of November 

  Reply: ***** ****** 

  Wasn't used either. No one was in there until Dec 22. Actual use.

  Reply:O*****

  Pipes didn't freeze

  Reply: ***** ******

  No had the heat on.  Just the upstairs bath.

  Reply: O*****

  He sent me a ( )

  
  

  The O*****s never asked to come to the Condo, never replied to any other text, email, calls and refused the certificated USPS sent.

  This was an emergency and O****s never asked to help out over Christmas 2023, that was a lie. O*****s only called **** ***** for 49 seconds.  Never me.  PPS O***** is a very dishonest company. Everything they replied to in the complaint is not the truth.

  Since **** ***** fixed the shoddy upstairs bathtub leak there have been no issues with the upstairs plumbing. All the experience that PPS has they still caused the leak and I feel they owe us $1750.00. We are going to take this to small claims court.

  Thank you,

  ***** ******

  *** *** ****

  Customer Answer

  Date: 08/21/2024

  I would like to rephrase my reply and hopefully this will make everyone's life easier and you will post my reply.  Looking forward to hearing from you.
  

  
  

  Prompt Professional Services never contacted me after I texted them with the water leak issue during Christmas 2023.  They never contacted me about going into the unit to check on the leak. They never replied to my emails, my texts or calls.  They refused the USPS Certified Mail which included pictures, affidavits from our Property Management and from the person who fixed the water leak during Christmas weekend.  Unfortunately Prompt Professional Services were paid several thousand dollars to fix and upgrade a few issues and never made a follow up call to see how we were doing after the water leak they caused.    Although they are licensed contractors I am confident we will never see the $1750.00 of damages Prompt Professions Services caused and would never recommend them to anyone.  Thank goodness a non licensed handyman as talented as *****, to see the damage and fix it properly.  We have never had an issue with the plumbing since ***** fixed it.

  This is a lesson learned: never hire a business for upgrades that is not credited by the Better Business Bureau.  If it were not for the BBB we would never have a voice.  Thank you BBB!
  

  Thank you,

  ***** ******

  Business Response

  Date: 08/24/2024

  Here are text messages between my self and ***, she never gave us the opportunity to see the leak or repair it as you can read in her text that the unlicensed, plumbing company and not licensed journey man, would not be qualified to say our company cause the problem, after what they did the day before the repair caused a bigger leak according to *** text! 

  Customer Answer

  Date: 09/04/2024

  Complaint: ********
  
  I am rejecting this response because:
  Mr O*****, Prompt Professional Services.  I never received a text message about backing your work etc.  If I had received your text message I would have replied and you do not show a reply.
  If you are so professional why did you not follow up when I contacted you at Christmas 2023 about the leak, return my call, my email and why did you refuse the Certified USPS envelope I sent to your business address.  If you had read my detailed email or read the certified letter you would have learned that ***** did not fix the problem when first arriving instead our Property Manager asked the vacationing occupants over the Christmas Weekend to not use the upstairs bathroom.  When the occupants checked out ***** went back in there with his son who is a Licensed Plumbing Contractor to fix the leaking damaged faucet replacement you caused. Please do not disparage ***** and his son's work as it was Christmas weekend and we have had no plumbing issues since they fixed your faucet replacement.  Please note that ***** and son mentioned that there was no way you could replace the faucet properly without opening the opposite wall.  I know you keep saying 30 days had passed but no one used our Condo until the first vacationing occupants arrived at Christmas. You are far from Professional. You did nothing until I opened a complaint with the BBB.  We are glad we contacted the BBB as it forced you to finally reply.  Basically Prompt Professional Services completed a terrible bathtub faucet replacement, end of story. Prompt Professional Services received thousands of dollars including over $500 to review the job that we were unaware of until we received our first invoice. We know they will never admit error or back their work. We have asked BBB to close this case but consumer beware of Prompt Professional Services. Only work with the BBB's listed professional companies.
  
  Regards,
  
  ***** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]