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:07/14/2023

  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.

  I have dealt with Valerie at this company per phone and text since May 22 /23 of this year A repairman came from their company said he knew nothing about my water heater, couldn't get parts, couldn't fix it. Said my husband would have to help him as he could not manage it himself. Spoke with Valerie who intended to contact ***** **** ******** ...they hold my home warranty...and request my credit as per my homeowners policy so I could hire my own replacement. After repeated calls to ***** and Valerie for going on 2 months, ***** says Total Pro hasn't sent intended information to them. Valerie keeps forgetting that I don't need a service call again and sounds repeatedly confused and unable to follow-up or follow through with what is requested. I want Total Pro to notify ***** that I need my cash credit as I had to purchase a water heater out of pocket. I have multiple texts and phone calls to both companies on my phone, a paper history of this entire process.

  Business Response

  Date: 07/24/2023

  Technician attended home to inspect water heater on May 23rd, 2023.  He was on site from 507 PM until 5:24 PM.  We were the second company that the warranty company sent out to this home.  The warranty wanted a second opinion.  My technicians notes are:

  'The water heater would not fire up. It had five blinks which I believe is the heat sensor. I am going to get a hold of Bradford white find out what error code sensor that is.  If they tell me and car supply in Greenville has that sensor I told him (customer)  that I would try to work him in tomorrow or Thursday or Friday to get him hot water before memorial day'

  What Ms ***** say about my technician needing help from her husband is not truthful.  My technician has over 45 years of experience, is a state licensed plumbing contractor.  He certainly would not need help from anybody to service a water heater.  Furthermore, it is a liability for us to ask a customer to help with the job.  It is against our policy.

  Technician was unable to get the part on such short notice.

  Valerie spoke to homeowners on 6/1/23 and was told they didn't want the water heater fixed and wanted a brand new one. We do not have any control over that so Ms. ***** was instructed to contact the warranty to get a claim credit (called a buy out).  Once the customer wants the buy out the contractor, TotalPRO in this case, does not have any more responsibility in the matter. We notified the warranty the customer wanted a buy out and they should have taken over all communications.    If there was no follow up with the warranty company by the customer we were unaware.  

  We received a second work order for the same issue but politely declined as we did not have the time capacity to go on site and also we already knew the issue and tried to fix once before but turned away without any compensation from warranty or customer.  We did not want to get into the same situation again.  We notified the warranty of such and the job was reassiigned .  

  For the record, Valerie, who is my water heater coordinator, has processed hundreds upon hundreds of water heater claims.  She manages the process of many different warranty clients.  She does not get confused and handles many water heater claims on a daily basis.  It is our experience that the homeowners gets confused about their own policy and when they do not like what they hear from the warranty the contractor is their first line of attack.  

   

   

• Initial Complaint

  Date:06/30/2022

  Type:Customer Service 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.

  this is the review i put on the company website....DO NOT USE THIS COMPANY...................ARGH!!!!!!!!.......OK....On June 28 2022 Cole a tech from total pro came to fix my garbage disposal.1st of all.....he and I turned on the switch and confirmed the sound but no grinding ... switch works, disposal not functioning as expected. This guy went out to his truck, brought back a new disposal.....Low and behold.....he proceeded to take the old one out and snap crackle, pop, fire and all........the power went out in my kitchen.....he failed to turn off the power from the switch....this caused 3 wall plugs in my kitchen to be damage...d and not work. It gets worse.....I paid total pro $100. deductible that was not refunded ....He admitted to the mistake....I called home warranty to report, total had already called and lied to them stating my house was "older" I was denied another claim......I had to hire an electrician and pay out of pocket for the repairs that Cole damaged. I am so disappointed and mad and sad and so many feelings right now. DO NOT .......DO NOT.......HIRES THIS COMPANY...THEY LACK INTEGRITY AND TRUTH......ALL I WANTED WAS MY DISPOSAL FIXED.......AND ENDED UP WITH 3 WALLS IN MY KITCHEN OUT OF POWER. EXTENTION CORDS TO THE OTHER SIDE OF MY HOUSE KEEPING MY FOOD COLD. BECAUSE COLE DID NOT TURN OFF POWER TO MY DISPOSAL.......BEFORE HE UNHOOKED IT....ITS BY THE GRACE OF GOD THAT MY HOUSE IS NOT BURNT DOWN......MONEY CAN BE REPLACED BUT.......IM STILL SAD THAT TOTAL PRO DID NOT MAKE AMMENDS....THEY LIED AND TOLD INS. CO A BIG LIE.....BEWARE OF TOTAL PRO...THEY LACK INTEGRITY...AND I WILL CONTACT SMALL CLAIMS COURT JUST BECAUSE THIS WAS WRONG TO HAVE THIS DONE TO ME.... i HAVE NOT CONTACTED THE COURTS YET.

  Business Response

  Date: 07/11/2022

  Although I am not admitting to any negligence in this matter I'd like to come to a help settle the complaint amicably.  I'd like to see the invoice of the electrician that was hired by the complainer to see what was repaired and how much that cost.  Please send a copy of that invoice as attachment to *********************************

   

  Thank you,

  Robert C****

  Customer Answer

  Date: 07/13/2022

  I accept the business's response to resolve this complaint.--------------------

  However, due to the negligence of Total Pro technician, the electrical problem was caused. 

  I wish to be made whole with the additional money I had to spend to restore the electricity in my kitchen because the technician did not turn off power source before he installed the disposal.

  Regards,

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