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:06/21/2024

  Type:Order 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 engaged Marines Service Co., located at ************************************* (Phone: ************), on May 23, 2024 for renovations to be completed at my home at ********************************************. My name is ***** ****** and my contact number is ************.The dispute is that I cancelled our contract due to the company's negligence in ensuring the safety and well-being of my property while they had access in renovating it, as well as the ongoing theft that was occurring from my home. I asked under these circumstances, that the 10% non-refundable fee (which is $9,588) if the contract was cancelled be waived due to these extenuating circumstances and they are refusing to do anything... leaving me to bear another $7,800 to correct their work. I attached the details of what occurred with supporting documentation. They should not be allowed to take money from clients after steeling and not performing adequate work that they promised to do. Thank you in advance for your assistance and cooperation in this matter.

  

  Business Response

  Date: 01/17/2025

  Thanks for the follow **** this is not accurate at all. Customer has already filed a grievance with **** and this was dismissed. Im sorry that our technician mistakenly used their cell phone charger and left with it. When questioned about it, it was returned so Im not sure where we continue to keep coming up with this being theft. There are certain times with specific clients that you realize you are better to just walk away then continue to bend over backwards for people that will never be happy, this is one of those clients. She signed a contract that had a nonrefundable 10% deposit, we agreed that we would stop work and walk away from the project, but this was nonrefundable and this is what the client agreed to. She received a full reimbursement for the difference, but then after another contractor/one of our competitors said they didnt agree with the work that we had done. She feels entitled to ask for all of her money back regardless of the time money and effort we had already put into our project. Not sure if theres additional information that you need, but we would really like to just put this client behind us.

  
  Semper Fi,
  *** Toz USMC Veteran

• Initial Complaint

  Date:02/15/2023

  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.

  Complaint: ********
  
  I am rejecting this response because Marines has not followed-up by re-sending the invoice. Further more the original invoice was for a one year's worth of service. Based on the service we are not interested in one year's worth of service nor has ****** on behalf of the company followed-up or sent the invoice back to us. If they want to press the issue, then shouldn't they say "okay, we are willing to send someone else and here's the invoice" again - so far they haven't and thus if that's what the company wants to do, shouldn't they do that in communication with the customer?
  
  Regards,
  
  *******************
  on our sinks - in the past our faucets (which you all installed) have a lifetime warranty covered by the manufacturer. Past plumbers from you noted this lifetime warranty and how we can order as part of the warranty these parts for free and easily install them. However on 01 Feb none of that was mentioned - instead we were presented with pricing to buy a new part and pay to have it installed. Again it felt like we were being taken advantage of here. We know Marine Service Co. can do better - we've been with you from the days you were called Marines Plumbing - but at this point we have a really bad taste in our mouth and respectfully request either (1) the $159 we paid as an annual investment with you be refunded because what we got on 01 Feb was not service nor helpful, or (2) that you send someone better who is more helpful with an annual inspection and who will not treat a loyal customer as a piggy bank but instead will recognize that it is a long-term partnership together.

  

  Business Response

  Date: 07/17/2023

  From: **************** <***********************************>
  Date: Fri, Jul 14, 2023 at 9:54 AM
  Subject: ID # ******** ********* Invoices
  To:  [email protected] <[email protected]>
  
  This is a follow up email with the requested information.   Originally ******************* at ************************* Oakton, VA ********* had Marines Service Co. out for a whole home plumbing inspection.   He was not happy with the inspection results.   He had made a request we refund the $159 membership enlistment or send another technician to preform another inspection.  We spoke with the customer and scheduled a secondary inspection as requested at no additional charge.   The original invoice has been attached with a timestamp date, and the follow up inspection requested by customer has been attached as well.   This meets the desired resolution requested by the customer.   Any follow up questions please reach out directly to me via email or our main line office number ************. 
  
  ****************
  Director of Service
  ************