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:08/22/2024

  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.

  I had hired this plumbing company. They came over and it quickly fell apart. They were supposed to be done in a day or two. I was left without no toilet for several days. I had to call them to beg them to fix my toilet. They did some repairs, but someone was always running somewhere else for something more important then my project. And different people were coming in and no one was communicated or agreeing with what the other had said before. And they broke my brand new faucet by dropping something on it and then just put the handle back on. However it was broken inside. So I only have hot water now. They didnt finish what they told me that they were going to do. They didnt remove the old water softener (or really anything else that they took out). Ive called multiple times. And I finally got a guy named *** to come over and look at the things that werent done. It sounded like he was going to arrange to get it done that following Monday afterwards. I waited and waited for someone to call me back. Weeks went by. And now its been over 4 months since the start and I still cant even take a shower at my own place because they never got that done. And Ive called again and again. This last time, it sounded like they wanted the payment but there was no guarantee that they were going to fix anything. At this point, *** had enough of calling and begging them to come out and fix anything. They dont return calls, etc. *** spent so much time in simply trying to get them out and finish. Since Im going to have to get someone else out to finish the repairs that they wont do, along with fixing the faucet that they broke) and for all the time that Ive been without a shower, Im suggesting that they wipe out my remaining bill for half of the estimate of $6490.00.

  Business Response

  Date: 08/29/2024

  We contacted the customer by phone to try to resolve the complaint they have.  We are at fault for leaving behind the old water softener.  We thought we were coming back for more work above and beyond this job and were going to grab it then.  Since this did not happen we will be trying to schedule a time for next week to come and grab this.

  In regards to some of the other issues that were brought up, we were under the impression the customer was not staying there while we were performing the work.  The total days we were there were 7. 

  *While we were doing the plumbing work the toilet was not operable.  When the call came in requesting the toilet to be usable we did send a plumber there the next day and got that working.

  *We did have an incident with the faucet but when that happened our plumber fixed it and made sure there was both hot and cold water.

  *As for the shower, our estimate which is attached says that our work was to include re-piping the water lines to the fixtures.  We did this.  The issue with the shower is that the fixtures that were there are not operational.  Our estimate was not for any fixtures or additional work outside of running the lines to the fixtures.  

  So other than not grabbing the old water softener, which we will do next week if the customer has a time that we can get there, we have completed everything in the scope of our attached estimate.  Our estimator *** was there in July to look at additional work the customer wanted which included repair or replacement of the shower/fixtures.  It was stated then that we needed the first portion of work to be paid in full before we would provide another estimate or other services.  We don't feel that this is unreasonable as there is a $6,490.00 balance due.

• Initial Complaint

  Date:03/10/2023

  Type:Billing 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.

  In the fall of 2019, Schaus installed a new boiler in our home for around $7000, paid up front. The inspector came to our home to inspect their work and told us Schaus needed to come back to our home to replace something they should have during the boiler install. On the day they were supposed to come out, they showed up to the appointment late and said they couldnt do the work because the employee who was supposed to do the work broke an arm or leg. They never contacted us again with a time that the work could be done.In the fall of 2022, when we turned our heat on for the first time, we realized the boiler wasnt working. We called Schaus who was not helpful at all, and just tried cleaning our unit the first couple times they came out. They left each time without our boiler working. They came out 8 or 9 times over the course of a month while we had NO heat whatsoever and spent a minimal amount of time on it before giving up and leaving without offering any more help or solutions. Finally, they got sick of us calling so much they deemed it a faulty unit and told us they are getting multiple calls about this unit failing. They ripped out our old unit and stood around waiting for our new unit to arrive from another city before it could be installed. The unit has 5 year warranty but they sent us a bill for labor. A call to Schaus wondering why we were even being charged since they sold us a faulty unit which was under warranty and had left our family of 5 without heat for a month led them to basically say Too bad, so sad. Youre just lucky we cant charge you for all the times we had to come to your houseMy issues are this:-No one has come out to fix the work they were originally supposed to fix back in 2019 -We were charged $544 for labor. A lot of that time was the tech waiting around for the Unit to arrive before he could install it. We spent a lot of money on a brand new boiler for it to fail and be without heat for a month

  Business Response

  Date: 03/13/2023

  In response to the customer complaint, it is a fact that we had numerous calls for repair on the boiler. The error with the boiler was a flame failure error and is not easily diagnosed. We did work with the factory to rectify this continual error and several times the procedures we followed appeared to work only to find out later that it become prevalent again. The failure was intermittent and found to be very difficult to pinpoint even with factory instruction. After exhausting the factory procedures, The boiler supplier decided to provide a replacement boiler for the customer. as soon as the paperwork came through, we drove to the supplier and picked up the new unit. It is true the technicians had to wait for the unit to get there and it was replaced as soon as possible that day. The boiler itself was covered under warranty but our labor warranty is a standard one year that was expired. We did charge the customer for the labor to replace the boiler but no charge for 13 hours of trouble shooting. We assumed the cost of this due to the inconvenience to the customer. We understand the major inconvenience to the customer and  therefore on 3 / 10 / 23 called the customer and told her to disregard the bill of $544.82. and the amount will be credited. As to the initial inspection required repair; we will be in contact with the customer to take care of this when we revisit this with the Inspector. We do regret the way it worked out and admittedly it could have been handled better on our end. 

  Customer Answer

  Date: 03/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************