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Central Virginia

BBB Accredited Business since

R. J. Tilley Plumbing & Heating

Phone: (804) 798-7702 Fax: (804) 798-0049 View Additional Phone Numbers 11058 Washington Hwy Ste 1, Glen Allen, VA 23059 http://www.rjtilley.com View Additional Web Addresses

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that R. J. Tilley Plumbing & Heating meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for R. J. Tilley Plumbing & Heating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on R. J. Tilley Plumbing & Heating
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: December 10, 1993 Business started: 01/01/1976 Business incorporated: 04/01/1976 in VA
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Board for Contractors
9960 Mayland Drive, Suite 400, Richmond VA 23230
http://www.dpor.virginia.gov
Phone Number: 804-367-8511
Fax Number: 804-527-4401
contractor@dpor.virginia.gov

Type of Entity

Corporation

Business Management
Mrs. Judith L. Tilley, President
Contact Information
Principal: Mrs. Judith L. Tilley, President
Business Category

Plumbers Kitchen Cabinets & Equipment - Household Plumbing Fixtures, Parts, Supplies - Retail Kitchen & Bath - Design & Remodeling Plumbing, Heating, and Air-Conditioning Contractors (NAICS: 238220)


Additional Locations

  • 11058 Washington Hwy Ste 1

    Glen Allen, VA 23059 (804) 798-7702 (804) 355-7110

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB reports on known significant government actions involving business' marketplace conduct.

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Additional Phone Numbers

  • (804) 355-7110(Phone)
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Additional Web Addresses

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Complaint Detail(s)

5/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There was a real big communication problem with this company. On at least two different occasions, I had to call to see when/if they were coming to my house The job had been started but not yet finished. The final lack of communication came with the input of the shower door. Only after it had been installed, was I told that the shower couldn't be used for approximately 48 hours. When the bill was paid, I wrote them a letter expressing my frustration with their lack of communication. I have heard nothing from them and it has been over a week. Went to their web site to write a review, and this feature on their web site does not work.

Desired Settlement: At the very least, I should receive an apology in writinh. It would also be great to get a refund of some amount because of all the inconveniences they caused me and my family.

Business Response:  This project was on a very tight timeline due to her son's work schedule.  We had one week to have a tile shower in usable condition for the following Monday morning.

  During the course of the week we dealt with plumbing and framing issues that were not detected until the wall was exposed.  We did not charge the customer anything additional for moving the plumbing in the wall or using a more time involved tile method to accommodate out of square framing in order to line up with existing tile.  The delays added an extra day and a half to the project.  We had two of our employees who gave up their holiday weekend working both Saturday and Sunday to make sure the shower was usable on Monday morning.  We should have explained to the customer the issues causing the delay. 

 Later, when the shower door was installed on Wednesday we should have explained before installation that it would require a 48 hour cure period.  We could have rescheduled it to a Friday if we had realized it would be a problem. 

 We work very hard to keep to our schedule and communicate with the homeowner.  We are very sorry for the lack of communication and misunderstanding in this instance.  We have sent a letter of explanation and apology to her as well.  This is the second project we have done for this customer and we value her business.


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Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, and find that this resolution would be satisfactory to me. I will wait for the letter.  All of this could have simply been resolved with some communication to begin with. If the company does not perform as promised I can get back to you at: ****************************

Regards,

************* *******


BBB's Final Determination: Consumer accepted resolution offered by the business.

8/1/2012 Problems with Product/Service
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