Complaints

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• Initial Complaint

  Date:07/15/2023

  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.

   
  Complaint: 20326497
  
  I am rejecting this response because its not clear to me what the bottom line is.  Am I going to receive my $400 or not?
  
  Sincerely,
  
  ** *********************

  

  Business Response

  Date: 08/02/2023

  On June 2022, Two of Sugar Bear Plumbing HVAC technicians installed a system for **************************. Our conversation was back and forth about which system she qualified for to get rebates from Bay Ren. Sugar Bear Plumbing, ***** is certified partner with RSD supplier, my regional rep had advised me {***************************), that all incentives had been placed on hold until future noticed during equipment storages, and new law and regulations was taking effect and we would get noticed by January or February 2023. During the time I had filed my application for Bay Ren but unfortunate, somewhere I dropped the ball in not Completing the training video's and never followed through. **************** continued to follow up regarding the rebate as mentioned. She call Bay Ren and someone told her we wasn't on their list, but failed to disclosed our application was pending but not complete. After going back and forth with ***************, she was able the get clarification from a Bay *** rep stating that Sugar Bear Plumbing had applied but not yet completed the training. So I emailed **************** and apologized, asking her to except my offering to give her $300 cash for not being a Bay Ren Contractor, based on the energy star site up to $300 in rebates based on her system at the time of installation. In her statement **************** said I was un-professional and stated that I told her to file a complaint... But Not True, **************** wrote an email threaten that she was going to write bad reviews on review sites and contact BBB if she didn't get her rebate of $400. I replied **************** you have the right the do as you please, but I'm responding to you every time and I'm owning up to my mistake. She replied with more threats and then I replied to her exactly, Its Saturday morning,"I'm not going to deal with this at this time, I will wait to address this issue next week, I'm going to enjoy the rest of my weekend with my wife and kids". Hours later I received notifications of yelp bad reviews, home advisor bad reviews, and BBB. Did not understand the outrage of when I'm trying to extend my hand the best way I can to prevent any type of customer dispute but *************** got very defensive, we installed her system and given her more than what she paid for plus she enjoying the comfort of her new system. I'm still open to offer her cash for her rebate but I will not give her my hard earned cash until she remove those bad remarks about our company.... I have every emailed saved and those words are not exactly the words that was written in my emails to her. I understand she upset, I would have been too. Thats why I wanted to be the bigger person an Apologize and extend my hand for for mistake. Our Company has a 4.8 - 5.0 star rating across the board on other professional sites, Yelp allows any one to write things about business that has nothing to do with the job or services, Our company has some good employees and we all care about our customers, but you gonna respect us too, we have feelings too as humans, so I hope **************** can except my apology and we can move forward from this, this was truly a ****** to learn from, I'm sorry for my actions as a leader of my brand. I deal with a lot ***** hours a day, i spent a lot of time on phone with **************** trying to make sure we get her the right system, I hate to end it like this......