Complaints

This profile includes complaints for Pink Rose Home Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pink Rose Home Service

  1115 E Main St Unit 3A Rochester, NY 14609-6155

  
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  Pink Rose Home Service

  3996 Box Car Ln Ste 2 Suite 2 Syracuse, NY 13219-1260

  

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:02/13/2023

  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.

  On 01/17/2022 Pink Rose Home Service came to my home to recaulk my shower for cosmetic appearance. They came, removed, recaulked. Days later, my home office directly underneath the shower developed a leak causing damage internally, ceiling, carpet. I contacted Pink Rose on 2/4/22, talked to a lady & I told her. She said a manager would reach out. The manager, Joe M***** called and made arrangements to have another service tech. come & see the situation on 02/07/22. After hearing what he was telling me about cutting a hole into the ceiling to see the damage, hesitantly even letting Pink Rose back I called a company for a second opinion. On 02/24/22, 17 days later Pink Rose second tech. came & said the wrong caulk was used and created the damage and went to *****/**** ***** & came back with a sanded caulk, & grout and re did the caulk, & removed and grouted in areas he thought may be the problem above and beyond just caulk. On 2/28/22 still leaking, called again, they came back with another tech. on 3/2/22, re did their job for the 3rd time, waited the 2 days per Pink Rose for sealant to hold as they said to on every visit, to only have it leak again. Prior to this company attempts to complete a professional contract, I had no leaks, water issues in the ceiling, etc. They only offered to “sell” me their Pink Rose membership to help save money and would be more than happy to come back and cut a hole into the ceiling to pin point the cause. Any sound, and reasonable person knows this is a sales tactic and I declined on multiple occasions. I personally do believe they do this to other consumers to increase sales & take advantage of “good faith” for people with no other options and personally was harassed by the owner, Joseph Berardi, in multiple emails & phone calls outside of business hours. He would ask for personal information on results from the 2nd co. opinion, after I told him I gave him everything, due to my health and personal privacy he did not need to see more.

  

  Business Response

  Date: 02/15/2023

  This shower has a tiled floor and tiled walls. In these types of showers a cement base is installed and is then covered with a rubber membrane which also overlaps up the wall. The floor and wall tiles are then installed over the membrane. The floor and wall tiles are then grouted, but the point at which the wall tiles meet the floor tiles is the only place that caulk is applied. The caulk is for aesthetics only as the rubber membrane is what prevents water leaking in this area. Even if no caulk is present in this area there would not be a leak if the membrane was installed properly. The caulk is simply for appearance purposes to cover the gap between the floor and wall tiles and does not serve as a leak prevention. On January 17, 2022 we removed old caulk from the shower base and applied new caulk (see attachment 2, number 1). The consumer requested that this be done for aesthetic reason, and as stated above is the only reason for it to be done as it serves no function for leak prevention when a membrane is installed properly. We did not attempt to fix possible causes for a leak because we were not informed that there was a leak. On February 8, 2022 the consumer called another company, **** ***** Emergency Services of East Onondaga, to investigate a leak from the shower that we caulked. The consumer did not inform us of this until February 21, 2022 (see attachment 1). Per the report from the **** ***** company, the shower was leaking due to “cracked grout and insufficient caulk” (see attachment 2, number 4). The consumer also claimed that the **** ***** company used a thermal imaging device to show exactly where the leak was coming from and that they supplied him with pictures of this (see attachment 1). We have asked the consumer for the pictures multiple times but the request is never granted, which leads us to believe that no such imaging was done as claimed. On February 24, 2022 we re-caulked the shower at no additional charge but informed the consumer that we cannot guarantee leak prevention due to the report from the **** ***** company indicating that cracked grout was a factor, and grout was not something that the consumer contracted us to repair. We also repaired the ceiling water damage in the room below the shower for free. We did not ever remove or add grout as the consumer stated. On February 28, 2022 the consumer informed us that there was still a leak. We re-caulked again for no additional charge on March 2, 2022, and again repaired the ceiling water damage in the room below the shower at no cost. On March 4, 2022 the consumer informed us again that there was still a leak. Because the consumer continued to have a leak after three attempts of re-caulking, our assumption was that the leak was most likely coming from one of many other possible sources: the cracked grout as indicated by the **** ***** company, a crack in the shower base, lack of Red Guard or other water penetration prevention products behind the wall tiles, the shower fixtures, faulty supply line connections, worn cartridges in the mixing valve, loose tiles around the shower drain, the drain pipe connections, the shower head pipe, or the seal at the bottom or side of the shower door. We informed the consumer that the proper way to diagnose the leak would be to cut a hole in the ceiling below the shower. This would allow us to see exactly where the leak was coming from. We offered to do this at no charge even though it was not something we were contracted to do originally. The consumer did not want us to do this and therefore we were not able to investigate the cause or do anything further. The next correspondence was 9 months later on November 8, 2022 when the consumer contacted us asking what could be done about the leak (see attachment 2, number 2). We informed him again that we would need to cut a hole in the ceiling in order to determine the cause of the leak. We assured him that if faulty caulk was found to be the cause of the leak we would repair the leak as well as the ceiling at no additional cost; however, if the leak was due to any other reason then there would be a charge for new repairs owing to the fact that caulk was the only task the consumer requested and contracted for us to perform. The consumer again declined to have us investigate the cause of the leak. We also asked for the imaging from the **** ***** company that the consumer stated he had as it would assist us in our investigation. The consumer did not want this and we agreed to refund the total cost of our contracted job as well as, for the sake of diplomacy, the cost that the consumer paid to the **** ***** company. The reimbursement of $775.68 was mailed to the consumer and cleared our account on November 23, 2022 (see attachment 2, number 3). At no point did we attempt to sell the consumer a membership aside from the very first meeting in which we provided a quote showing the member price and non-member price. In every interaction with the consumer we offered to do an investigation at no charge even though it was not what the consumer contracted us to do. The only mention of additional charges related to any work above and beyond what our original contract called for, aside from the investigating which we offered to do for free. We also repaired the ceiling water damage on two separate occasions even though we suspected the leak was coming from a source outside of the work we performed. We suspect that the consumer knew that there was a leak but neglected to inform us of it and knowingly misled our technician by stating that the request for re-caulking was for aesthetic purposes only. The request of $8,000 is arbitrary and capricious, it is completely out of line with the cost of the work that we performed. We suspect that the consumer knows that he needs a new shower, possibly because it was installed improperly, and is trying to get us to pay for it by making it seem like our small job of simple re-caulking has resulted in an incurable leak that allegedly did not exist prior to our work being done. The consumer has also neglected to mention the fact that he contacted the **** ***** company in his complaint, and has also given incorrect dates relating to when he first notified us of the leak. Please find the following attached: Attachment 1: 1.Initial email from the consumer to our company on February 21, 2022. Please note the consumer’s stated timeline of events in this email and how it does not match with the dates detailed in this complaint. Attachment 2: 1.Contract ***** for $482.76 for re-caulking of the shower by our company. 2.Emails between the consumer and the company showing that we offered to investigate for the cause of the leak and agreed to do all work for free if it was determined that our caulk was the cause. 3.Bank Statement showing $775.68 withdrawal on November 23, 2022. 4.Report from **** ***** Emergency Services of East Onondaga with a charge of $292.20 stating that grout is an assumed cause of the leak. Also note that there is no thermal imaging although the consumer claimed that there was.