Complaints

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:06/10/2024

  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.

  *************************** came to my house on April 8th to discuss drawing plans for a new cesspool system through the Suffolk County Septic Improvement Program. I paid him $2500. He walked out front with me, and we discussed putting the system in the front. I would then have to find a vendor to do the job. He told me that I would have the plans no later than 2 weeks. On April 26th, I asked where the plans were and he said his team sent them already. They did not. He then sent them. When I looked at them, I noticed that he placed the system on the side of my house, precisely where I plan to put a fence!! I immediately called him and said that they are not supposed to be on the side of the house, and he said. "We can move it up a few feet, it's not a big deal." This is the moment I knew I was in trouble. He did not put the system where it was supposed to go! One of the vendors came to my house and she said she could not do the plumbing. I said, "well I don't want to waste your time, but I need plumbing." So she left. When I spoke to **** about my issue, he said "You kicked her out of your house!" This man is supposed to oversee this 30-thousand-dollar project, and look out for my best interest, however I cannot trust him now. He thinks his mistake is no big deal and treats me like an enemy. When he accused me of kicking the vendor out of my house, I yelled at him, because at this point I knew I could not work with this man. I asked him to give me money back so that I can proceed with the project and he said "no, you got the plans." Mind you, this was approved by the county as an emergency because my cesspool is collapsing as we speak. I have smells and gurgles coming out of my sink and I have to wait for another $2500 to roll around. It is not fair that he took my money and didn't do the job right. I am stuck now.

  Business Response

  Date: 06/14/2024

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

  Re:    Response to ************************************************************************************************************ Services for Sanitary System Replacement
  
  To Whom it May ****************** have been informed that ***************************** of ******************************************* has filed a complaint for the Engineering Services that we provided.  Please be advised of the facts of this case:
  

  -****************** engaged us for the design of a replacement sanitary system for her home, located at ******************************************* on April 5, 2024.  She provided a check in the amount of $500.00 and requested that charge the outstanding balance of $2,000.00 to her credit card provided by her.  With her permission, we charged her credit card on April 5, 2024 for the $2,000.00 balance of her retainer for the work to be performed.
  -We received soil boring information (background data) from the Suffolk ***************** of ****** Services (SCDHS) on April 10, 2024 and began our work for the design.
  -On April 12, 2024, ****************** sent an email informing us that she would like to go forward under the emergency replacement rules of the ****** since her existing sanitary system was in danger of collapsing.  We continued with our design under this instruction from her.  A copy of that email has been uploaded for your records and information.
  -On April 12, 2024, we also received a copy of the floor plans for *** ******** home from her via email.
  -Also, on April 12, 2024, we provided a copy of the design that we prepared, along with a note that we contacted a contractor of our recommendation, who could quote her the emergency replacement installation.  Please note, as engineers, we do not perform the installations, only the design and permitting of the system.  A copy of this email has also been uploaded for your records and information.
  -From the date that she engaged us and paid her retainer (April 4, 2024) to the date that we provided her with a copy of the design that we prepared (April 12, 2024) was 8 calendar days or 6 working days.
  -On April 26, 2024, ****************** reached out looking for a status of the project, and we responded with another copy of the plans, and in the same response asked if she had a chance to review the quote from the contractor that we recommended.  Her response to that email is attached hereto, as well, for your records and information.  Please note that her tone had completely changed and she began to dispute that we conducted our business in a proper manner.
  -On April 26, 2024, we responded to ****************** relative to her concerns.  A copy of our response email has also been uploaded hereto for your records and information.
  -****************** was not pleased with the apparent lack of communication with her, however we believe that we have shown that we provided the contracted services, including providing her with the design documents six business days after being engaged.  At all times, throughout the process, we responded to her emails or phone calls within 24 hours of every email or call.  Regardless, ****************** was not pleased for her own reasons.  Ultimately, we could not come to an agreement with ******************, and she decided to let us go and asked for a refund.  We understand that not every client can be satisfied in the same way, however we did complete the contracted services in good faith, and refused to provide her with a refund.  As such, she disputed the charges on her credit card and has now filed a complaint with your office.  Please note that these charges were reinstated by her credit card company, given the information that we provided to show that the charges were warranted.
  

  We believe the above summary coupled with the documents attached prove that the work was performed in good faith, and a refund is not warranted.  We are happy to discuss with you further, as needed, to prove that these charges are appropriate.  Please let us know if you require any additional information.
  
  If you have any questions or would like to discuss the above further, please do not hesitate to contact me.
  
  
  Respectfully submitted,
  R&M Engineering
  **************************************
  Partner