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:03/29/2024

  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.

  I have since received the receipt & business cards from this business however I'm still disputing this business never offered much less gave my military discount on their original high hourly service call of ****** which I provided all the material just not the 25 min.labor charge, and then when asked , their answer was. Well we repaired the outdoor faucet that they either broke or had no business touching until the homeowner, myself, was made aware of what might happen if turned on. True. The owner came out and repaired what they broke but had to make two trips not having the 4" instead of the 6" pipe they had. The owner did not charge me the service call of ******, on this trip ,just charged for the parts he asked me to pay for and I did. I offered to pay half of the already ****** bill they insisted on but was not good enough and they thought they had the upper hand @ this point. I have a friend that wanted to maybe use their services, the owner said they don't operate on maybes, so he was not interested in her work needed done, just his bill paid that I was disputing. I'm a Senior & vet. **** never use them again and encourage others not to. 

  Customer Answer

  Date: 04/01/2024

  The business did send me the receipt and business cards I requested, however, the initial service call of ****** was never given it told the option of their either senior discount or military discount. The guys were nice, came out did their job however, uses my parts, worked ************************************************************************************************************************************************* my garage but again they weren't sure they caused? Regardless, had no business turning on until the homeowner was made aware of what might happen. The owner did come out and repaired the outer faucet , having to make two trips since he didn't have the part he needed. He did not charge me the additional high. Service fee of ****** ,just charged for the parts,which I paid, no problem. My issue is when asked, they still refused to offer and credit what would have been the Senior discount because they had to come out and repair what THEY broke. At the point I'm not asking for the ***** plus credit I would be given if they would have applied the vet discount. I'm asking for have the ****** back so we both had what the owner called, " a learning experience!" So ****** back ,they keep ******.Finished. I also was going to recommend and did have a friend of my wife's call them, they're attitude I felt was what the owner told me, they can't go on maybes or potential jobs so, I felt they just wanted their full ****** and that's it! Not acceptable, my opinion. I will not recommend them to anyone else. They are decent folks but charge the highest service fee they say ***** but have you locked in the ****** already. On the other hand, if credited the ****** I will cease the bad advertisement and call this ended if agreed. 

  Customer Answer

  Date: 04/15/2024

  Just wanting to know if any response from Authentic plumbing solutions on resolve of this? Thank you, MDR

  Business Response

  Date: 04/29/2024

  We were called out to a property that is managed by **************** for an elderly family member as we were told. Initial call stated bathroom shower would not turn off and continued to consume water. We arrived on property at ****************** and diagnosed plumbing issue, presented options to repair and received a signed contract to perform repairs on bathroom shower valve ONLY which gave us consent to perform proper repairs. Throughout fixing plumbing repairs we had "small talk" with **************** and he explained how he has to help manage the property for said family member as the home was being neglected. All repairs were complete and we received signed notice of customer satisfaction before we left the property. Within 48 hours of Authentic plumbing solutions leaving to property we received a call about a water leak in the garage which is located in a completely different vicinity of the property from where original agreed repairs were complete. We booked the concern as a warranty with no service charge as standard protocol and returned to the property to address customers concerns. When arrived and addressed concern with Mr.***** our licensed plumber diagnosed an exterior hose bib faucet had froze and busted in the recent freeze we received in *********** and would only leak when the exterior faucet was used. To be cordial we informed **************** of the damages caused by natural disaster and agreed to provided and install new exterior frost proof faucet including additional labor required to perform proper repairs all for the cost of the material itself in addition to the original invoice that was agreed upon and completed days prior. After new exterior faucet was installed we confirmed *************** email address to send invoice with work description details as well as paid invoice for future records. A paper copy of the invoices was requested to be sent via U.S Mail to the service address provided where all work was performed. Since we provided a free labor service for the misunderstanding of the existing plumbing issue at ****************** we notified *************** we only accept one form of discount and since the free plumbing labor repair was a greater value than a standard 10% veterans discount on the original price of the project we would honor that pricing in his best interest in which he agreed. Authentic plumbing solutions went above and beyond and ensured proper due diligence from this customer. Standard business practice was performed for emailing customer paid invoice as we are a paperless business, however we did take the extra step to send a secondary form of paid invoice via U.S ************ in which is out of our control once stamped and sent through drop off box. We have not received any notice via phone call or email regarding customers complain since initial warranty call was booked.