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:08/05/2024

  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.

  On June 27, 2024, I hired this local business to perform two tasks, 1-replace existing water line with a PEX line, and 2-install three awning brackets on the side of my home. I had all the parts required, yet they went out and purchased new PEX line, connectors. The first task took over an hour and they ended up re-using some of existing connectors, and quickly covered everything with insulation so I did not have a chance to review their work. The second task took over four hours, as they spent most of the time trying to determine where the joists were to mount the brackets.
  
  I eventually assisted as they were taking far too long. They were certainly nice enough, but they clearly had limited experience or confidence to perform the necessary work. I ended up paying $691.42.
  
  Now, just over a month later, on August 3, 2024, I received my first water bill since their work was completed. It shows usage of 2,100 gallons. My normal usage averages 300 gallons. I removed the insulation and discovered water leaking at the connectors they installed.
  
  I contacted the company on August 3, 2024 via email to report this and their replay was "...We did advise on the day of installation that a water pressure regulator with a max of 55 PSI is necessary for PEX clamps and the plastic fittings, as any spike in water pressure can cause leakage. Without a pressure regulator, water pressure can be unpredictable and can spike at random. We would be more than happy to replace those fittings as long as a pressure regulator is added so this does not occur again..."
  
  They did not advise any such regulator was necessary. They should have checked the new water lines with a regulator to insure it was installed properly.
  
  Do they even have a plumbing license?
  
  Also. the credit card I used for payment was then subsequently used for fraudulent online.
  
  I would like the to be reimbursed for the water line installed, or to have it repaired by a professional, licensed plumber.

  Business Response

  Date: 08/15/2024

  This customer has been informed multiple times to contact us and we will fix this issue, even though this customer did not take our advice to get a water pressure regulator. Multiple false statements are also provided in this complaint. New PEX lines were previously bought and installed (with no charge to the customer on the parts), as the customer had purchased the wrong fittings, and did not have the necessary PEX line for their requested water line repair. They were then showed the PEX line replacement, with the water turned on, to show that there were no water leaks present. The customer did not want to do a thorough inspection of their own, and foam insulation was added on afterwards to the PEX line. The foam insulation could have been easily removed if the customer had changed their mind and wanted to inspect the new PEX line thoroughly, but again, the customer had expressed no desire to. The water line was then turned on with no leaks. The customer was instructed to purchase a water pressure regulator, as fluxuating water pressure in their park is known to happen, and can cause PEX fitting bursts or leaks. I instruct every one of my customers to purchase and install a water pressure regulator on recreational vehicles or mobile homes with PEX fittings. The customer now states that I should have checked the new lines with a regulator, but that statement does not make sense, as a regulator is installed to restrict water flow and not as a means of checking water lines. This customer is also willingly stating false information that we were hired to just install three awning brackets. We were hired to install an entire manual crank awning into the side of the customer’s mobile home. The manual awning was halfway assembled incorrectly upon arrival by the customer. The awning purchased was intended for concrete walls, not for the sides of mobile homes with few studs to secure the awning into. Special mounting screws and bolts had to be purchased, which the customer was not charged for the time or the expensive materials needed to mount the brackets to their exterior wooden wall. As the mobile home had a light fixture and doorway in the way, it could only be mounted in one specific location. In order to prevent exterior damage and to take proper safety precautions not to create an electrical hazard with the 120vAC wires, the mounting locations had to be tested safely. The customer was informed of all of this throughout the process and was okay with it. The awning then had to be reassembled correctly, lifted, and installed properly as well. The customer was then informed not to use the awning extended in heavy rains or high winds as per the awning manufacturer’s warnings. When payment was due, the customer now complained about the work and time, even as the customer was steadily informed throughout each step of the entire process of the install. The customer was even given the 10% military discount, despite having never served in the military, and we docked an hour of work that we performed as a show of good faith from us that we are willing to work with customers on the price. The customer was satisfied with the outcome and was satisfied with the work performed. The water lines were checked on the exterior for any visible leakage afterwards and no leaks were present. In regards to the customer’s complaints, our business offered to fix the PEX fittings issue if the customer called us to get scheduled in, as we cannot just show up at people’s doors unannounced at random times. The customer has refused to call for us to get him scheduled in for free service, and instead has been leaving false information in multiple reviews. The customer’s credit card information is also not stored by us, and the customer needs to talk to their bank about such actions. We are reviewing all of the customer’s false statements posted online to give to our legal team to pursue possible legal action in regards to libel defamation, as these statements are not accurate and harmful to the business. No money will be returned, as the customer was heavily discounted to begin with, and not charged for $100+ worth of parts.

  Business Response

  Date: 08/16/2024

  The customer has still refused to respond to us or get in contact with us so that we can present a solution to their issue. I believe the customer is not acting in good faith and is trying to seek free labor out of us.