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:11/21/2023

  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.

  I am resubmitting this because my initial request was sent to *******, **. At present my issue is with the company K &S Plumbing. This complaint is regarding the lack of services rendered by ***** Plumbing after charging additional money outside of the home warranty. The company is located in *******.This will be objective, but I have to say upfront this company is a nasty piece of work. K&S Plumbing (referred to here as KSP) was assigned to my mother's property because of a minor gas leak. ***** identified the leak on November 2, 2023, and subsequentlydisconnected the gas.To be fair, their technician came out as he was scheduled and seemed competent and pleasant. On his initial visit (November 3, 2023), he did not do anything. I guess they have to come and assess the situation first. He stated he would not be able to make it back until November 9. 2023.He arrived on the appointment day within the scheduled window.YES, KSPWAS PAID $450 THE SAME DAY THE REPAIR WAS DONE. THAT AMOUNT IS THEIR FEE OUTSIDE OF THE WARRANTY DEDUCTIBLE. So,payment is not the issue here because they have been paid the fee that they charged.With the repair done on November9, 2023, I was told thecity inspector would need to comeout with KSP before the gas could be restored and that itcould be Monday (November 13) or Tuesday (November 14). I did not hear from KSP. It was not until I CALLED THEM on Tuesday (November 14) that I was told they had not been able to speak with a city inspector. I was asked tobe patient. I called the city inspector on the same day just to get an idea about the typical process for inspection. I was told inspections are done the SAME DAY the contractor calls. I am a civilian, layperson and was able to get the city inspection office on the line on my FIRST ATTEMPT. THIS COMPANY HAS BEEN IN BUSINESS FOR AT LEAST A DECADE THEY COULD NOT GET THE CITY INSPECTIONS DEPARTMENT ON THE ***** OR BY OTHER MEASURES?As a matter of fact, I have held longer each time to speak with someone at KSP than I did for the city inspection office. Go figure.I am left to believe thepeople at KSP (technician excluded) are inefficient and HIGHLY INCOMPETENT. I spoke with the ********** ********* and Mechanical Inspector (****************) on November16 and he stated he did not know why the company was not scheduling as the city willdo same-day inspections but the contractor would have to schedule it. He said that helooked at mymother's address and there hadbeenNO PERMIT PULLED which is supposed to happen BEFORE the work is done. I explained the work HAD ALREADY BEEN DONE and that I was trying to get someone out with the contractor so that I could get the gas restored. **************** (Chief Inspector) said that I would need to advise KSP to get the permit pulled and schedule with them. THE CONTRACTOR HAS TO SET THE INSPECTION APPOINTMENT.After speaking with ****************, with some reservations, I called KSP back and was told it would get done by next week but was not given a specific date. I told Mr. ****** (KSP person) that the city would be closed for the holiday on Thursday and Friday and asked if it would be between Monday and Wednesday. I guess he called himself doubling down by telling me they (KSP) would be in the office all week but there was no exact date. Great they are going to be in the office, but the city won't be and they are the most important players here.*Also, keep in mind that I have no way of knowing if therepair was done properly because they will not schedule the appointment with the city inspector*Their reviews are horrible Yelp (1.5), **** (1.7), and C- on the BBB website. The *** should be paying attention to their ****** reviews which are very high. For the record, it remains terribly unethical and most assuredly illegal for companies to have fake/paid reviews.I've noticed that on occasion the company responds here to counter the horrid service stories/experiences endured from KSP. I would like to offer that before you respond or try to disavow anything here, check with your office people as I have spoken with ********, *******, and *************Better yet, in the time you would take to respond to this, USE IT TO CONTACT THE CITY INSPECTOR TO GET AN INSPECTION SCHEDULED so that my mother's gas can be restored. Thank you.

  Business Response

  Date: 12/07/2023

  The job is finished. Passed inspection. Is there anything else we can help you with?

  Customer Answer

  Date: 12/13/2023

   
  Better Business Bureau:
  

  I accept this response because the job was finally completed and the gas to the property was restored after being off from November 2 Dec 1, 2023 due to sheer disregard and I have to assume some level of incompetence. While I did accept the response, I am in no way satisified with this company. There were other issues regarding this company and I will address them with the home warranty company so as to avoid the need to deal with K&S directly.

  Though I will never use nor would I ever recommend K&S plumbing, I will say their technician (*******) was very helpful and made the situation with this company a bit more palatable. Do better K&S!! Your actions in this situation were reprehensible.