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:11/15/2023

  Type:Billing 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.

  Not sure how this company has an A+ rating. They are not deserving. We called them on 7/25/2023 to look at a outside downspout that was backing up and not draining at all over our hill where the pipe comes out. They arrived 8/1/2023 and just looked at the downspout visually, that is all they did - they said they needed to go back to office and get a camera. This Is My First Issue - we informed them of the problem when we first called so they should have had the correct equipment when they first arrived. They came back later and put a camera down the downspout and informed us there was a piece of pipe that has come apart and that is why not draining. They then quoted us a ridiculous amount of money to dig down 2 feet and reattach the pipe. We told them we would do it ourselves for the extreme amt of money they quoted.
  
  SECOND ISSUE We then get an invoice in the mail on Sept 7th 2023 that was dated on 8/1/2023 marked past due pay within 30 days to avoid late feeor $325 I have saved the envelope showing they mailed out to us on 9/6/2023. How can it be past due when they just mailed it on 9/6 and we get on 9/7.............
  
  We called them telling them both issues - Price of $325 is wrong - their description of what they did it all wrong and the fraudulent mailing. We told them we would pay 1 service call not two because not our problem they came unprepared. The lady on phone said ok she would call us back. She never has called us back
  
  Instead tdy 11/14/2023 over 2 months later and no return phone call they send us another late notice invoice stating pay or go to collections. This is terrible from a supposed A+ company.
  
  We did pay the $325 today but also informed them we would be going to the BBB over this entire matter. So this is what I am doing. We should not have to pay this high of an invoice - one service call we gladly would have paid so looking for any type of reimbursement for all their wrong doings.
  
  Today w

  Business Response

  Date: 11/28/2023

  We arrived for a service call for a clogged pipe coming off of the downspout that needed cleared. Upon further investigation, which was putting 2 cables down the downspout, our technicians believed this was going into a gravel pit. We had to schedule a second call (for later in the day) for another technician to return with a camera to address the issue. We only have one shared camera, and the camera was already being utilized by a technician in the morning for a scheduled call. We would have no idea that we needed a camera to clear a downspout, as that is usually not the case. After using the camera on the downspout, we followed up with an estimate that was provided to the customer. The total of $325 was for the camera service, as we did not charge her for the two normal service call fees which are $149.00 (each visit). We did inform the customer if they accepted our quote, we would then wave the camera fee and just charge the quoted price after the work was complete. The customer declined the quote, therefore they were charged for a camera and not for two service fees as they have stated previously. The customer did get an invoice when work was first completed, followed by a statement, which is where it discusses payment or collections. We did receive payment from the customer for the work completed.

  Customer Answer

  Date: 11/28/2023

  Better Business Bureau:
  
  
  
  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.
  
  
  
   
  
  Regards,
  
  
  ***** *** **** ********