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:06/28/2023

  Type:Billing 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.

  I called Colin the Plumber on 6/21/23 and scheduled a service call for 6/22/23 2pm for a leak under the utility sink in my basement. Nick came out and gave me three quotes ranging from $200-$689. to replace a piece of galvanized and PVC pipe under the sink with all PVC to the main line (approx 4/5 feet long). I went with the most expensive quote of $689, to complete thoroughly and to avoid future calls. Prior Nick's departure he stated that if I paid cash there would be a savings (he didn't have an exact number) and also if I left a review on the ** page before he left, I would in addition receive a $25.00 savings. As expensive as it was I chose to earn the savings by paying cash and by leaving a review before he left. As he finished up, I had $700 in 50's and not the exact change, he did not have change either. I paid the $700 in cash (without receiving the savings) and I was told that Colin would send me a receipt either vis text or email the next day. Today is 6/27 and I have not received my receipt. I have called, sent text and ** messages requesting an itemized receipt, without any responses. I have also since then changed my rating privacy, so only I can view it.
  Nick was very nice and seemed trustworthy throughout his visit and it seemed like a reputable business, so I though his word would be good. I'm very discouraged as I spent a lot of money, and opted in for the savings and now I'm thinking I was overcharged for the services provided.
  Since my service, the ** message has been read and activity has been posted on their page.
  Time of arrival for service 1:39pm-4:30pm. He left from 1:55pm-2:37 to get parts. From 3:27pm-3:41pm he was outside on a call with another customer.

  

  Business Response

  Date: 07/08/2023

  Good morning.  I wanted to go over a couple things regarding this complaint.  The customer did message us twice on ********. The second time i did respond asking for contact information. We do not have a PR team or anyone manning social media 24/7. As a small company our main means of communication are via phone call, email, and texting.  We did respond to the customers message requesting the receipt and asked for a valid email address to send it to. The customer responded with the valid email on 6/28 at 6:31am. The customer filed this complained before sending us a valid email, therefore we were unable to send a receipt before this complaint was filed due to lack of contact information.  As far as the ****** review goes, we never received a notification from ****** of a review from this customer. ****** often filters reviews for a couple of days before releasing them to ensure the reviews are legitimate. This is due to the ****** algorithm, and is completely out of control of any business that is listed on google. The customer stated she made her reviews private so only she can see them as well, which means we would not have been able to see the review posted - which would not qualify her to receive the discount discussed.  I have reached out to discuss the situation further with the customer, but have not received a response or phone call from the customer. I pride myself on customer service as you can see based on all of the other reviews left on my page. 

  Customer Answer

  Date: 07/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  The information was not accurate.  I called, text and sent ** messages.  My review was on the company’s ******** page which was public until I didn’t receive any responses.  A receipt was finally sent after I submitted to BBB.  The discounts for paying cash and leaving the review were not applied. This case can be closed, because my main focus was obtaining a receipt for a large cash payment.  
  
  Regards, 
  ******* *******