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:03/06/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  They installed broken toilet that leaked. They didn't repair it but charged me almost $300. It still leaked and when I tried to get them to return to repair it correctly I was told to "shut up" on the phone for no reason. Plus they were going to charge me another $300 to return again to repair it.

  

  Business Response

  Date: 03/06/2023

  We want to make sure you know that ************************* had purchased a toilet from Amazon in the summer of 2021 and we installed it for her.  We do not warranty parts that are supplied by a customer and therefore we would not be warrantying any part of the toilet.  We also only have a 30 day warranty on our labor.  The toilet was good for about 18 months and then she called us on 2/22/23 and said it was leaking and had been for about 4 days.  We went out the same day and replaced the wax ring as this is what she insisted was the problem.  

  She was very difficult to work with. Upon arrival she told my technicians that she knew what the problem was and to just replace the wax ring on the toilet. The work was completed and she paid for the service. A day or so later she called and was very indignant to our staff and requested a competent plumber to come and make the repair as it was still leaking. We sent ****, our lead plumber with nearly 30 years experience. ****** proceeded to tell **** that she has a plumber friend and he informed her to have us install a wax ring with a horn.**** informed her that was not the correct repair for her situation. **** continued to investigate the problem and discovered the base of the toilet bowl was cracked. She accused us of installing a cracked toilet. I did some additional searching in our system and she provided the toilet, a year or so ago,  and we installed it. We do not warranty items we do not provide.**** quoted her for a replacement toilet bowl. and she did not like that.

  
  She called the office and was upset that we would not credit for the original repair of the wax ring even though she was the one who insisted that was the issue.. **** called her and tried to explain. She was very rude, talking over **** as he tried to explain our position. At no point did he tell her to shut up. **** owned his own business and understands the value of patience when dealing with an upset customer. **** tried several times to explain and was continuously over run. ********************* up on him
  
  I personally called and left a message for ******. I also sent an email explaining that I was sorry for the experience and that if she would call me back I was sure we could come to an acceptable conclusion. She emailed me back that she felt she would just be told to shut up. I emailed one last time assuring her that would not happen. She has never called back.

  ******************* and *****************, two of the people in the office that deal with customer complaints, have reached out to *************************** and tried to discuss the issue she had with the toilet and with her conversation with our employee.  She will not return our phone calls and has not responded for us to help resolve this issue.  We would be more than happy to work with her if she would call us back.  We can make sure not to send the plumber she had a problem with but know that he is the best person for the job.  Please have her call at ************* and talk to ************************** or ******************

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19531329
  The response from this business was all untruthful and I paid them $271.53 on February 22.  I verified that that amount was deducted from my ***************** checking account.  Since the toilet is not leaking at this time I wish to close this without seeking a refund but will never use this business again.  
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:02/13/2023

  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.

  Date of service February 2nd and February 3rd. Two techs came to my home first day to work on plumbing for clogged toilet that cause backup to come out of shower. 1st tech informs me of options for services they could provide. 1) Have them only do snake auger for a set price but get charged additional pricing if that didnt end up working and more work needed done or agree to second option. 2) Have them do snake, and if that failed then move on to ****** and then finally run camera through line to find cause of back up. The gentlemen that came the first day reset the line for the day and said their boss would be in the next day to run camera through. Following day techs boss and one of the other techs from first day arrive and run camera through, explaining that pipe is broken somewhere underneath house and give an estimate of price to fix problem. I pay for the service on February 3rd for the service provided of both days which included dispatch fee, the snake auger service, the ******, and the camera service. The price I paid included all these services described but werent all listed on invoice. A few days later I called to request footage of camera recording only to find out, that the recording never happened as per one of the businesses secretaries. I feel the right thing to do was to send someone over again and run camera with recording without charge since I had already paid for that service to be done and the business failed to do so. I called and spoke to owner over the phone and he sounded very defensive and not letting me really explain the situation as he had already heard his employees side of story. All I wanted to request was for business to do the right thing and send a tech out again, this time actually recording footage of the camera so I can locate the ruptured pipe and fix it. I felt the owner lacked professionalism and decided I didnt want to deal with that business again and would just like a refund so it can be done by different business.

  

  Business Response

  Date: 02/23/2023

  We did go out to ******************** house and used a ****** to try and clear her drain.  When we could not clear her line we told her we would have our Plumbing Supervisor **** come out and camera the line and see what was going on and give her a bid to repair her line.  We charged her for the ****** service but never charged her for the camera service, which was an additional $451.94.  When she called and talked to the owner he research the information and found that we had never charged her for the camera service even when she had approved it.  We did camera the line and after talking to both her and our employee the owner decided we should at least go back and **** where the broken pipe was and to camera again and record it so we could give it to her.  When we contacted her on 2/7 & 2/10 to go back and camera the line with a recording she said she would be there and then would not answer the phone or talk to us.  We do not feel we should refund her the full amount as we did the work that we charged her for and more.  If she would be willing to let us come back and camera the line and provide her with a recording at no charge we would be happy to do that.  The amount that I would be willing to refund is the amount for the **************** agreement in the amount of $ ******, which is for a plumbing inspection in the future which I believe she will not want us to do.

   

  I have attached a copy of her invoice and the two estimate she recieved and you can see the amounts she was billed and quoted.

   

  If *************** would like to contact us at ************* and ask for *********************** I would be able to help her with this information.