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:05/25/2023

  Type:Service or Repair 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.

  On March 28 a contractor came out to my house to assess my complaint of my toilet leaking at the base. He remove the toilet and decided that I had needed a “new cast iron flange and it needed rodded.” The technician proceeded to tell me that unfortunately there was nothing that could be done that day because the person who does the snaking was busy all day and that his truck broken down and he was given a loaner vehicle so he didn’t have what he needed in his truck to do the flange work so that I would need to call and reschedule at a later time. He then proceeded to ask me if I wanted my toilet put back on and of course I said yes because I only have one toilet. The technician was sent to my house, completely unprepared to do any work that was needed and completely wasted my time, even though their website specifically states that they come prepared to complete every job in a timely manner none of which was the case for me. I did end up calling them back later letting them know that I would not be calling back to reschedule because at this point I had lost confidence in this company. They then sent me a bill for almost $200 that I don’t believe I owe and I don’t think the work that was completed is sufficient. I have messaged the company and I’m waiting on a response.

  

  Business Response

  Date: 05/25/2023

  I'm surprised this was escalated to BBB without a phone conversation or a response to the customers email within appropriate business hours first. (Email at 1:00 am. BBB complaint by 8:00 am).
  

  A service request was called in for a toilet leaking at the base. This typically is an easy repair that could have been completed with the supplies on the truck that was available that day. Unfortunately, the toilet needed more work than we could have known without pulling the toilet first. Had we known beforehand that the flange needed replaced and the drain snaked we would not have sent the that tech that day. I realize this was an inconvenience although we did diagnose the problem and provide a service.This is a small problem/bill. Do not pay it.
  

  ***********************, Vice President
  

  Customer Answer

  Date: 05/25/2023

   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. However, I dont appreciate the attitude and maybe things wouldnt have been escalated if they would have done the right thing from the beginning. Every truck should be prepared for everything as your promise says and you were unprepared and that was not my fault or problem. You are supposed to be the experts here and judging by a lot of reviews and complaints Ive read after the fact this isnt a one time occurrence. As instructed I wont pay the bill so thank you for making that right and I will definitely never utilize your services again. 

  
  

  Thank you.