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:03/05/2024

  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.

  Communication is nonexistent. ******* told me dispatch fee of $59 is refundable if work is not completed. They came out and were unable to complete the work. My card was charged the $59 dispatch fee and the receptionist told me it was non refundable even though the plumber told me otherwise. ******* was also unprepared with no tools or parts for my faucet to which he confirmed he has the parts and tools prior to coming out. ******* also tried telling me parts would be multiple hundred dollars. To which I found out later parts were free (under warranty) from ****. This company is a joke and only cares about money and has no communication or customers in mind.

  

  Business Response

  Date: 03/15/2024

  In response to the complaint. Customer called in with a dripping tub shower faucet. Upon booking the call on 2/12/24 at 7:26 AM on a recorded line the customer was informed of our process and that we have a $59 dollar trip charge/ dispatch fee to have the service professional out. Our service Professional arrived on 2/17/24 and spent 1hour and 17 minutes at the customers home assessing the situation. It was determined that the internal components of the faucet had failed. Options were given to the customer and customer decided they wanted to have a new faucet cartidge installed to fix the issue. The cartidge needed to be ordered and a return appoint was set for 2/20. On 2/19/24 at 5:25 PM ******** called in and cancelled the scheduled work no longer wanting to move forward with the work. The dispatch/ trip charge of $59 dollars is still applicable to the first visit on 2/17/2024 in which we spent 1hr and 17 minutes diagnosing the issue and giving the customer repair/ replacement options.  Also attached is a signed invoice from the customer for the $59 dollar dispatch fee and the discussion the service professional had with the customer is documented in the invoice. 

  Customer Answer

  Date: 03/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I was told on the phone by the receptionist the $59 was refundable if the work was not able to be completed. The technician did not come with any tools or the intent to work on my tub even after telling the receptionist prior to the appointment which faucet I have. I never scheduled an appointment to follow up as the technician was being pushy and I knew he was going to rip me off. Trying to charge me $400 in a bathtub cartridge that my new plumber got for me for free due to me being the original homeowner. This company is nothing but a scam and even if I dont get disputed because the manager lied to me AND my bank, i recommend no one do business with them as they will lie to you and rip you off. Pretty s***** business motto if I say so myself. 
  
  Regards,
  
  ****