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:08/28/2024

  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.

  Nathan came out and replaced our old toilet for a new one we had purchased. Before replacing the old toilet, he also snaked the pipes. Nathan told us that the flange at the base of the toilet would eventually need to be replaced, but that everything else looked good and we should be good to go. The next morning, we woke up to a massive water spot on the ceiling downstairs from where the toilet upstairs had leaked into the ceiling. I reached out to Nathan, and he said that he would just need to add more wax to the seal to keep it from leaking until we were able to get the flange fixed. He said that we would only have to pay for the cost of the additional wax. This all started on August 15 when they first replace the toilet. When I asked Nathan how much it would cost for just the wax, he then sent me a quote that said we would have to pay $125 for them to come add more wax. I reminded him that he only said we needed to pay for the cost of the wax and that wax did not cost that much. He never messaged me back after that. This was on August 19. On August 22, I left a review on Facebook after not hearing from him for several days. He then texted me angrily and asked me to take the review down. He said he had us on the schedule for Saturday, August 24. He said he had emailed me the confirmation. He never emailed me, he never even had my email address. He admitted that this was his mistake and that he had confused us with another client. he demanded that I take the review down and that he would come fix it on Saturday, so I did. Saturday rolled around, and no one came to fix the toilet. So here we are on Monday, August 26, and we are still unable to use our toilet that he supposedly fixed. We are no better off than we started. I would like to either get my money back, or for him to just finish the job like he said he would.

  Business Response

  Date: 10/25/2024

  Yes this is Nathan 

  This job was recommended a replaced section on the 3” pipe in the ceiling. If they want to go back ONLY wax seal I don’t recommend it because this situation will be reoccurring. If we’ve had the issues more than once I would recommended doing what we KNOW will resolve the issue in one take! If they’d like a wax seal no issue I can have someone there Monday morning. 

  Customer Answer

  Date: 10/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and though he is lying in his response, I am choosing not to pursue the case. My father was able to place a wax seal on for $10, so I do not need Nathan coming back to my house and charging $125. I am truly frustrated and feel as though we were scammed us out of about $300. His communication is horrible and I would not recommend this company. 
  
  Regards,
  
  ******* ********