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:02/21/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Correct Address: *** ****** *** ****** **** ******* ** ***** I contracted with PHD services for mold mitigation and water damage from leaking pipes. During the process, workers damaged my dry wall in four rooms of my house, broke my countertop, island cabinet, and water pipe for my kitchen sink. When it came time for them to pay for the repairs, I submitted the invoice for the countertop replacement. The countertop repair for the section of the countertop the workers broke cost around $850. The owner offered $400. I was then instructed by the manager that the owner lowballed me so that I could come back with a counter offer and negotiate. Twelve days later, I receive communication that the original offer stands and it was a take it or leave it offer. This company ruined my kitchen, drywall, and plumbing with their nice, but clearly unskilled labor and now I am left accepting a fraction of the funds to make the necessary repairs to return my home to its former condition. I also have concern of the work that was actually completed if this is the condition my home was left. This is shady, unethical, and poor business practice. I would warn others of using them for their home repairs and recommend using a more reputable company. I feel I have no choice but to accept what I am being offered and left holding the short end of the stick here.

  Business Response

  Date: 03/22/2023

  Just before the original complaint was filed I had been in touch with the client by phone to double check everything and gather as much information as possible. I informed her that we would be reviewing all aspects of the job including case notes and getting statements from all of the workers involved. At that time, there was still a courtesy offer on the table which she had rejected as too low to cover what she spent on a more expensive product. However instead of waiting for us to complete the review she chose to file with the BBB. This was unfortunate as we had been taking every measure to go above and beyond to see what we could do for her but we had to immediately cease direct communication due to the nature of the escalation. She then went on to leave us our first negative review on Google in 10 years of operation (we are a 5-star company with over 40 positive reviews and zero unsatisfied feedback) and in doing so she promised to use other platforms to harm the business. It was very disheartening to see but we understand that there will eventually be certain situations that can't be overcome regardless of the genuine effort put forth. Our commitment to our customers in the community remains as strong as ever and we are confident that our daily work will continue to uphold both our brand and reputation. We wish this client well and request the complaint to be dismissed.

   

  Kind Regards,

  --

  **** ******

  *** ********

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

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

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

  Customer Answer

  Date: 03/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  It is what it is, as they clearly state in their rebuttal statement- they are no longer making the effort to compensate for my damages or have intentions of doing so. It shouldn't matter if I gave a bad review or anything else. It is the company's responsibility to pay for their damages not base the compensation off whether I gave a good or bad review or if I've filed a compliant, or anything else. PAY IN FULL FOR THE DAMAGES THE COMPANY CAUSED OR REPLACE THE DAMAGED ITEMS WITH COMPARABLE  PRODUCTS PERIOD! Hence, the bad review on Google, the complaint with the BBB, and the other outlets I have reviewed them.

  Regarding their statement, I am not sure what information or statements he needed to gather as he had already done this prior and had all documentation from their employees, the insurance company, and myself. Furthermore, it had been 12 days since I spoke to him without any communication back with me. Like I said in my complaints online, they may have a good record over the past 10 years however, this has not been my experience as I am left paying for damages their employees caused and then they tried to nickel and dime me when it came time to pay for repairs. No one is replacing a countertop for $400 or $800.  That is NOT a 5 star company! I'm sorry, but its not. Only 40 reviews in 10 years is not much to stand on either- 4 reviews per year average. Yes, this is what I used to help make my decision to use this company in the first place, but in hindsight, I should have done a little more research. AT the end of the day the facts are simple, PHD Services was hired to do work in my home, there was damage to my home caused by their workers, PHD Services has yet to fully compensate me for those damages and based off their statement, they are not planning on doing so. Again, it is what it is. 
  

  Regards,

  *** *****