ComplaintsforSteve's Plumbing Service

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I did not receive an invoice for the work that was done. The tub and shower installation appears to be well done but it took three weeks,when I was initially told it would be 5 days. I was initially told that my toilet needed to be removed for the job,but it didnt need to be removed. I had a new toilet ready to install and was informed to return it. -I am waiting for an invoice for the toilet/job so I can return toilet to ********** -the job was way overpriced

  Business response

  03/15/2024

  ******************,
  
  We apologize for the inconvenience, and we have already sent you the copy of the invoice to your email address we have on file *********************** I do see that you spoke with our General Manager, ***** last March 11. He told me that you were happy with the service and mentioned that ************** did an amazing job. He always strives to provide the best service and resolution to all customers as he already addressed and rectified the situation. I do appreciate your feedback and Im sorry to hear about your disappointment with our prices. I understand your concerns about our pricing and wanted to take this opportunity to explain. Our prices here are job based and we do not charge hourly, but most importantly we give you the most upfront cost that requires your approval before any work is done, so that there is never a concern. *****'s Plumbing & A/C Services may not be the cheapest option on the market for plumbing, but our prices are accurate for the quality of work our customers receive. Please feel free to reach out to me at *********************************************************** if there's anything we can do to help. Mahalo.
  

  Customer response

  03/15/2024

  Invoice received-please disregard complaint 

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The wax ring under my toilet failed. i called *****'s *************************** Service. The plumber arrived and explained the service policy. I agreed to it. He replaced the wax ring and charged me $582.54. A week later the leak persisted. I called to inform of the continued issue. I was told that there would be additional charges for another service call. A wax ring costs less than $10. I mean he lifted the toilet. Removed the failed ring. Place a new ring on top of a visibly corroded ******. Replaced the toilet and checked for a leak.

  Business response

  02/14/2024

  ****************,
  
  Thank you for bringing this matter to our attention. We do apologize that your experience with us has made you feel this way. Here at *****'s Plumbing and AC, we strive to provide you with the best services while keeping the quality top notch. I tried reaching you out last week but no answer, I left a voicemail. I believe you also spoke with our Service Manager, *****. He always strives to provide the best service and resolution to all customers. He already addressed and rectified the situation. I am glad to say that we came to a resolution and for giving us a second chance to make this right. As promised to you we're refunding your money in full, the request has been sent and processed. Please allow your refund to reflect back to your account within 5-7 business days. We do appreciate all the business that you have done with us and would like to continue doing so. Please feel free to reach out to me if you should have any further questions or concerns.
  
  Sincerely,
  ***********************
  Office Supervisor
  *****'s Plumbing & A/C Service

  Customer response

  02/14/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attached a one page PDF / notes. 1) The tub Surround walls were not secure or glued down, 2) The faucets and pipes moved and were not secured, 3) The drywall repair was done w/some type of putty that was sunk in and was mushy. He didnt use drywall and was a mess. 4) The surround / tub walls were not the ones I sent a picture of from ********** to ****/Steves Plumbing. They are a cheaper flimsy surround / tub walls. 5) Plus, the drain was to be replaced but he lied and just new gaskets were installed. 6) Not all the mold was removed before installing new tub. I am currently talking to contractors on a way to spray bleach in without removing the tub if that is possible?This job their employee **** did was highly unprofessional and not to any plumbing contractor standards. (They easily admitted it). The 2nd attempt to fix this job did secure the pipes and the tub surround somewhat. I am still left with an old drain, cheap tub surround product I did not authorize, and I was stuck paying out another $1116.23 to complete the job and drywall work that they were supposed to do. Due to all of this I also had to reimburse partial rent of $1500 to my Tenant for all her inconvenience, the missed appointments, no shows, incompetence, and all the hassles with the botched job. Steves Plumbing did NOT do what was promised and did not finish the job. As of today, 12/17/23, Steves Plumbing / ***** will not respond to me on this issue. This cost me money and time to hire others to fix the best we could. It is a mess which I still am working on solving. It should be known that Steves Plumbing cannot be trusted. At this point the least they could do is refund me the remaining $2638.50 and fully own up to this mess up.

  Business response

  12/20/2023

  ******************,
  
  I appreciate you bringing this to our attention and we already reviewed the job. We will do our best to see how we can resolve this issue with the best of intentions for both parties. We understand that you may be frustrated, but if you could please give us the opportunity to correct the issue with our service. We would love to make it right. We will get back to you as soon as we find a better resolution on this, give us some time to rectify the issues.
  
  Mahalo,
  ***********************
  Office Supervisor
  *****'s Plumbing & A/C Service

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11/03/2022 entered into contract and paid in full to *****'s Plumbing & A/C Service(*****'s) for a new residential central AC system. Install was supposed to start on 11/08/2022 and be completed by 11/11/2022. Steves did not complete work as scheduled, did not install agreed upon AC system, installed a poor functioning AC system, and caused damage to property that has not been repaired yet.Owner expressed concern about work not meeting what was agreed upon in the contract. Owner discovered a Steves employee had created an entirely new contract without owner's knowledge and forged owners signature.During prolonged install Steves damaged truss/attic framing. *****'s promised to repair the damaged truss/framing in the attic with engineer stamped plans. Steves has not completed repair as promised, no plans provided, and is no longer responding to the owner.

  Business response

  12/01/2023

  ****************, 

  It saddens us to hear this and I am sorry that we may have missed the ***** but no worries we will be more than happy to make things right. We will take a look into this matter and get back to you. Please feel free to give our office a call at ************ if you should have any questions. 

  Respectfully,

  *************;

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ****NOTE: submitting again -did not sign or date original form***On Nov 1 - Steves Plumbing replaced a kitchen faucet within 1.5 hours. The charge was $1744.66 saying the office would send a copy of the invoice later that day after the job because his e-tablet was not working. On Nov 2 - made a call to the office as the invoice was not received. When received, due to the discrepancies on the invoice, my calls escalated within the office to *Manager (person #1) who on Nov 6 offered to refund $401.05.$1744.66 was an exorbitant rate to pay to replace a faucet. The invoice included a $200 membership fee. The list of membership terms and conditions on the invoice was so detailed and never discussed by the plumber. The second $200 of the refund was due to the plumbers invoice itemizing a more expensive faucet that was not installed at our property. The price difference between the two pieces was $200. The fact that their markup and taxes were based on the higher price was of no relevance to Steves Plumbing.On Nov 17 - I deposited the refund check was only to receive notification from my bank on Nov 22 that the funds were not released from Steves Plumbing for reasons unknown. It is now in the Refer to Maker status which means I need to pursue Steves Plumbing for the monies. On Nov 27 The*Manager (person#2) at Steves Plumbing said she would look into it and return my call that same day.The day has ended and there was no return call from their office. I have lost confidence that this can be resolved by myself without jumping through hoops. In this entire scenario none of the representatives seemed the least bit phased about the over pricing and misleading interaction between their employees and customers.In addition to receiving a check that I cannot cash, I do believe that ultimately a greater adjustment than $401.05 is due as the markups and taxes were based on pricing inflated by the faucet model that was not installed.

  Customer response

  12/04/2023

  I have since received a replacement check in the original amount of $401.05 mailed without explanation.  I will deposit this check and let you know in a week if it has cleared the bank.  Mahalo

  Business response

  12/04/2023

  **************** & ***,
  
  I appreciate you bringing this to our attention and we will review the information again. I tried reaching you out today and left a message. I already brought this issue to our accounting department, I was told that the new check replacement was already mailed out last week, you should be able to receive it this week. We apologize again for all the inconvenience. We will do our best to see how we can resolve this issue with the best of intentions for both parties. We understand that you may be frustrated, but if you could please give us the opportunity to correct the issue with our service. We would love to make it right.
  
  We hope to hear from you soon.
  
  Sincerely,
  ***********************
  Office Supervisor
  *****'s Plumbing & A/C Service
  

  Customer response

  12/08/2023

   
  Complaint: 20924911
  
  I am rejecting this response because:
  The "replacement" check at the original value was deposited to my bank on Dec 5 and to date seems to be valid.
  Following receipt of my BBB complaint, manager (person 2) called to advise that a replacement check would be received within a week.  I was told by the manager that the original check on November 9 was cancelled. This is a red flag as I only realized this on November 27 when conferring with my bank regarding the banks alert letter.  If Steves Plumbing had cancelled my check, why wasnt I called by them?  If I hadnt taken action, would I have ever received a replacement check?
  On that same call I informed the manager that the mailed replacement check was just received without any explanation and was skeptical that I should cash it.  She said it was a good check and could be cashed.  Further that for the inconvenience they wanted to offer a $150 credit on the next job.  I have no intention of agreeing to a second $1700 job to get a $150 credit!  Asked that if they were sincere about the $150, they should just send the amount to me in the form of another check.
  Manager called the following day saying they would not be issuing an additional check but restated the credit for future job and added a site evaluation service to see if there were any other plumbing problems that could be addressed.  An email followed with request for a signature to agree to the inspection.
  I am declining the offer to increase their profits. I will not sign the site evaluation agreement.  The whole experience has been unsatisfactory and questionable.  At this time, however, it seems that the replacement check is valid and I would like to close the file.
  Thankyou BBB for your quick follow-up.
  Sincerely,
  
  ***** (***) *****

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 27, 2023 I had ***** Plumbing in my home to fix the leak in the shower fixture. Agreed and paid $200. After two hours I was told the problem had been fixed. 15 minutes after the workers left I tested the shower and found it was still leaking. Called ***** Plumbing and asked for refund. After 2 weeks I received a check for $200. Unfortunately, I misplaced the check. Immediately, I called ***** Plumbing and explained the situation to "********" in Customer **********************. She suggested that she would contact their **************** to have the check cancelled and issue a new one. That was on Aug. 28. Since then I have called and left messages for ******** regarding the missing check and the new one. I have yet to hear from her or anyone from ***** Plumbing. Please help!

  Business response

  10/18/2023

  ****************, 

  Thank you for letting us know and I am sorry to hear that you did not receive your refund as promised. Our records indicate that our last attempt to reach you was on 10.12.2023. We were advised via phone to not reach out to you. We will follow up with our accounting team and will be more than happy to get back to you regarding the outcome. 

  Respectfully,

  *************;

  Customer response

  10/20/2023

   
  Complaint: 20742989
  
  I am rejecting this response because:
  The business has not adequately addressed my complaint as to if or when they will send me the refund of $200.
  Sincerely,
  
  *************************

  Business response

  10/27/2023

  Aloha Maj, 

  I apologize for the delay as a new refund check will be sent via mail today. You will receive your refund by Tuesday. 

  Please feel free to give our office a call for any questions or concerns. 

  Respectfully,

  *************;

  Customer response

  11/07/2023

  To whom it may concern,
  
  This is to express my gratitude for your effort to resolve my issue involving  "**********; PLUMING ....".
  
  THANK YOU,
  
  *************************
  

  
  

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 23, 2023 Over $4000.00 Cost to replace Water Heater is almost 3x the average Cost. Called *****'s Plumbing on October 3, 2023 and still waiting for Steves Plumbing to call me back.

  Business response

  10/05/2023

  ******************,
  
  Thank you for bringing this matter to our attention. We do apologize that your experience with us has made you feel this way. Here at *****'s Plumbing and AC Service, we strive to provide you with the best services while keeping the quality top notch. It was a pleasure speaking with you over the phone and I am glad to say that we came to a resolution and for giving us a second chance to make this right. As promised to you we're refunding back your money, the request has been sent and processed. Please allow your check refund after 5-7 business days. We do appreciate all the business that you have done with us and would like to continue doing so. Please feel free to reach out to me if you should have any further questions or concerns.
  
  Sincerely,
  ***********************
  Office Supervisor
  *****'s Plumbing & A/C Service
  

  Business response

  10/18/2023

  Aloha, 

   

  We have spoken with the customer on 10/5/23 and resolved this matter. There was a total refund in the amount of $441.64 in good faith. Customer received and understood. 

   

  Thank you,

  *************;

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Steves plumbing. They sent someone drunk over to work on my shower damaged the shower to now it wont work and they want to charge me again to fix there mistake. Absolutely c*** horrible service and workmanship

  Business response

  08/03/2023

  ******************,
  
  I appreciate you bringing this to our attention and we will review the information again. We do apologize that your experience with us has made you feel this way. I already brought this issue to our Service Manager, *****. We will do our best to see how we can resolve this issue with the best of intentions for both parties. We understand that you may be frustrated, but if you could please give us the opportunity to correct the issue with our service. We would love to make it right.
  
  We hope to hear from you soon.
  
  Respectfully,  
  ***********************
  Office Supervisor
  *****'s Plumbing & A/C Service

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  November 3, 2022 invoiced - $6804.22 - Solar Water Heater System Repair. System not working since repair. *****'s has not responded to fix the problem even though I have called, emailed, and texted them numerous times. I need them to come and replace the solar panels and anything else that needs to be done to make the system work. The **** original system needed upgrading because the 80 gal. tank was leaking and the 26 yr. old solar panels were ready for replacement. The huge price charged indicates that more than just an 80 gal. water tank replacement was to be included but apparently the panels were not. I wasn't able to obtain an invoice until the job was finished and paid in full. I had to request it and have it emailed to me. It contains simply a list with no price breakdown and no explanations. I was not able to get anyone to share any details. The list includes inaccuracies. eg. They did not install the circulation pump. I previously had, had it done. *****'s has a chain of command set up so that you can only talk with the person who answers the phone isolating customers from contacting management. I am 81 yrs. ***** and had real trouble negotiating their company shell game. Every time they showed up it was a different group. I told them up front that I wanted to pay by credit card, but when one of the groups showed up they talked me into going through GreenSky Finance not having been informed by management that, that company did not take credit cards. It was a total debacle of the left hand not knowing what the right hand knew. It had to be worked out before I could get an invoice because at one point I was being charged twice. It took some time and complaining on my part to finally get someone to come and finish the styrofoam covering of the rooftop piping. No one told me that the panels had not been replaced and I am still confused about what was done and not done for almost $7000.00. I just want the working system I paid for.

  Business response

  05/17/2023

  ****************,
  
  I appreciate you bringing this to our attention and we already reviewed the job. This issue was already brought attention to my Office Manager, ******** and she tried to reach out to you but no answer, she left a voicemail and her cell phone number. We will do our best to see how we can resolve this issue with the best of intentions for both parties. We understand that you may be frustrated, but if you could please give ** the opportunity to correct the issue with our service. We would love to make it right.
  
  Looking forward to hearing from you soon.
  
  Sincerely,
  ***********************
  Office Supervisor
  Steve's Plumbing Service  
  

  Customer response

  06/16/2023

  Case # ********. Was not resolved because I was transported to the mainland for surgery and could not follow up because I did not have the info needed until now. CHRONOLOGY:
  As of November 2022, I had 36 panels on my roof, two were dedicated to heating water and 34 to generating electricity. All were working when I called Steves Plumbing onto my property to fix or replace my leaking solar water heater.  Subsequently, Steves plumbing charged me between six and $7000 to replace the 80 gallon solar water tank. The new tank wasnt leaking but it didnt heat water. I had to resort to using my water circulating pump I had installed before they came to heat enough water to wash dishes, shower, or do laundry. I was unable to get a satisfactory response from Steves Plumbing so I filed a complaint with the BBB which prompted them to contact me and send out a technician who found a loose wire. After that service call we have hot water but little or no electricity being generated by the other 34 solar panels.  Since my initial contact with Steves Plumbing my monthly electric bill has gone from $26.18 to $250.67.  Upon receiving my latest electric bill I called Steves Plumbing and got the same response I was receiving before I contacted the Better Business Bureau, that I can only talk to the person answering the phone, that their protocol does not allow customers to talk directly to management, that they could take my information and relay it to management and someone would get back to me next week since no one was available today, Friday, and they dont work on weekends, hence, this continuance of my complaint. Im scared to death to have them back on my property because every time they come things get worse. Since their technician came and connected the wire to make the solar hot water system work my electricity producing solar system stopped producing electricity. Please advise. Aloha, **********************; ************.
  

  Business response

  06/27/2023

  ****************,
  
  I appreciate you bringing this to our attention and we already reviewed the job. I also brought this issue to our Service Manager, ***** and he said he will call you tomorrow. We will do our best to see how we can resolve this issue with the best of intentions for both parties. We understand that you may be frustrated, but if you could please give us the opportunity to correct the issue with our service. We would love to make it right.
  
  Looking forward to hearing from you soon.
  
  Respectfully,
  ***********************
  Office Supervisor
  *****'s Plumbing & A/C Service
  

  Customer response

  06/29/2023

   
  Complaint: 20063219
  
  I am rejecting this response because:
  I am waiting for Provision (representing ******* who installed the solar panels) to come out and inspect my 34 solar panels that ceased working after Steves Plumbings appeared on the scene. ***** called from SP and I told him my plan and rejected his offer to send out SP reps, again, me not trusting their work after so many problems with their poor workmanship and lack of integrity. 
  Sincerely,
  
  ***********************

  Customer response

  07/03/2023

   Update on my claim:

       Waiting for my ************* to come to check out my solar system. Since I first engaged Steves Plumbing November 2022 my monthly electric bill has gone from $26.18 to $250.67. 

      Waiting for my requested breakdown of the invoice for 12 items charged, $6804.22, by ******* Plumbing for replacing my leaking 80 gal. solar water tank.

       Upon the receipt of the information above I will submit my request for the appropriate action and/or compensation.  

  Business response

  07/18/2023

  ****************,
  
  We apologize for any inconvenience and we already reviewed the job. I also brought this issue to our Service Manager, ***** and he said he offered you for him to come back but you told him that you're still waiting for the solar company to come out first and I believe their next appointment which is in 2 months.

  We will do our best to see how we can resolve this issue with the best of intentions for both parties. We understand that you may be frustrated, but if you could please give us the opportunity to correct the issue with our service. We would love to make it right.

  Looking forward to hearing from you soon.
  
  Sincerely,
  ***********************
  Office Supervisor
  Steve's Plumbing Service  
  

  Customer response

  07/28/2023

  I am still waiting for a copy of my invoice with a breakdown of charges for the items listed on the original invoice. Steves Plumbing will not comply. I called ***** using the personal phone number he gave me. He didnt answer and his mailbox wasnt setup so I could not leave a message  I have requested this itemized invoice from several of SP employees with no results.  *************** has started investigating my solar system problem.  When they are finished and I receive the revised invoice from SP I can put together a monetary claim. 

   

   

  Business response

  08/03/2023

  ****************,
  
  We do apologize that your experience with ** has made you feel this way. Our prices here are job based and we do not charge hourly, but most importantly we give you the most upfront cost that requires your approval before any work is done, so that there is never a concern.
  
  We already reviewed the job. I also brought this issue to our Service Manager, ***** and he said we're waiting for you to get back to us since you were waiting for the solar company. 
  
  We will do our best to see how we can resolve this issue with the best of intentions for both parties. We understand that you may be frustrated, but if you could please give us the opportunity to correct the issue with our service. We would love to make it right.
  
  Looking forward to hearing from you soon.
  
  Sincerely,
  ***********************
  Office Supervisor
  *****'s Plumbing & A/C Services  

  Customer response

  08/07/2023

  I contacted *****'s Plumbing to replace my leaky 80 gal. solar water tank which was the only thing wrong with my system.  I had to sign for the permission for them to do the job on a laptop in the sun and could not read the invoice which I never received until I called weeks later and complained that I needed a copy to apply for the solar rebate.  I was emailed a copy to print out myself.  Upon researching the internet for information on how to apply I found out that it had to be applied for by the company that did the work.  Only after I called SP again did they submit the application for my rebate.

  Next problem:  I researched the cost of a replacement tank and installation costs and the total did not come close to the $6804.22 charged by SP so I requested an explanation of each of the 12 items and the cost listed on the invoice under SPA19E (I submitted a copy to BBB).  I have no idea what I was charged for because of this missing information.  The 6th item, Circulation pumping system installation, I installed myself and was working fine.  They did not finish the job because of the lack of supplies and promised to come back the following Monday.  After escalating electric bills and numerous calls to SP they came out and supposedly finished the job 11/28-29, but my electric bill was still going up every month.  Prior to SP my monthly electric bill was averaging $16.02; post SP the monthly average was $164.63.  I kept calling and complaining that something was wrong because I was having to switch on my fast hot water circulation pump around the clock for hot water.  They finally sent a technician out 5/22/2023.  He found a wire that SP had failed to connect and only then did I get hot water from my hot water solar system.  

  *****'s Plumbing owes me an explanation of charges and costs of the (12) items reflected on my original invoice and $743.07 for extra electricity charges to me because of their negligence in leaving the reinstalled system unconnected.

  Business response

  08/23/2023

  ****************, 

  We will review the information again. I already bought this issues to our Service Manager, ***** and he will reach out to you again today. We will do our best to see how we can resolve this issue with the best of intentions for both parties. We understand that you may be frustrated, but if you could please give us the opportunity to correct the issue with our service.

  Sincerely,
  ***********************
  Office Supervisor
  *****'s Plumbing & A/C Service
  
  

  Customer response

  08/29/2023

   
  Complaint: 20063219
  
  I am rejecting this response because:
  Steves Plumbing has not given me an invoice with a breakdown of their charges nor reimbursed me for the cost of electricity used caused by their negligence in not connecting a wire so the solar hot water heater system could work. It took five months. 
  Sincerely,
  
  ***********************

  Customer response

  09/08/2023

  I received this yesterday from ***** representing Steves Plumbing. My response is my honesty, integrity, and right to freedom of speech is not for sale.  My opinion is that they are blackmailing me into silence about their shady and incompetent business practices by offering to pay for the electricity they rightfully owe. 
  
  Steves integrity .docx
  ************************************************************************************
  

  
  

  Customer response

  09/13/2023

  
  Sent this to Steves Plumbing rep *********************** this morning:
  
  
  Just talked with ******** and priced the tank your company put in, $1234.00, so what was the additional fee of $5570.00 for?  I called your company in good faith to simply replace my leaking tank. At the price charged I thought the two solar panels were replaced. There is no way I am going to sell my voice for what you owe me for electricity as a result of your so-called expert technicians incompetence. You cant even be truthful about that. According to **** the wire was never connected; it did not just come loose, proof, my system never worked after your install. Blackmail, also, is not a viable business practice. ************************;
  
  
  

  
  

  Business response

  11/03/2023

  ****************, 

  We are doing our absolute best to make things right by you. In good faith and as promised a refund will be made in the amount of $700. As far as pricing, as stated before, here at *****'s Plumbing & A/C Service we are a flat rate company. All pricing is provided upfront to our customer's with no hidden fees. ************** will not proceed with the repair without your signature and consent. Please confirm the name and address for your refund to be sent to. 

   

  Respectuflly,

  *************;

  Customer response

  11/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, to reimburse me $700.00 for the electricity use increase because of the neglect to reconnect my solar water heating system after repairs and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Steves A/C installed a brand new central a/c unit in our home on September 2022. On March 2023, the unit located in our attic began leaking, causing damage to a bedroom closet wall on the second floor & damage to our kitchen ceiling on the first floor. Steves had a remediation company come in and repaired everything.Heres the problem: Steves A/C was also going to hire a cleaning company to clean the upstairs from all the demo/construction that was done. Was communicating with ******** over 2 weeks ago. She heat saying that someone will call us to schedule an appointment. No call from cleaning company at all!Also, requested a refund on an Ohana membership that we paid 5 years in advance. All I was asking for was a refund for 4 years. No refund had been issued for over a month!

  Business response

  04/19/2023

  ********************,
  
  Thank you for sharing your feedback and Im sorry to hear you had a frustrating experience, but I appreciate you bringing this issue to our attention. We do apologize if this was not communicated in the way it should have been. We will use the feedback to make us better and to ensure this doesnt happen again. We always aim to deliver a great experience and strive to provide the best quality of service. We understand that you may be frustrated, but if you could please give us the opportunity to correct the issue with our service. We would love to make it right! I've tried to reach out to you today and left a voicemail. ******** is out this whole week but I will reach out to her and confirm who's cleaning company she reached out to. Also, I did see that she sent the refund request already to our accounting department, no worries I will follow up with them. Feel free to reach me out, I left my work cell number as well. Mahalo. 
  
  Respectfully,
  ***********************
  Office Supervisor
  *****'s Plumbing & A/C Service
  

  Customer response

  04/24/2023

   
  Complaint: 19948512
  
  I am rejecting this response because:
  The check in question was still not received and per the response we received on April 18, 2022, we never got a phone call from the cleaning company or any follow up call from the office manager, ********. Tried calling office supervisor, *****, several times and every time her line was busy.
  Sincerely,
  
  *****************************

  Business response

  04/28/2023

  ********************,
  
  Thank you for working with us to resolve the issues you experienced. Providing a great customer experience is very important to us, and we are sorry that your initial experience did not meet that standard. It was a pleasure speaking with you over the phone and I am glad to say that we came to a resolution and for giving us a second chance to make this right. As we promised, we already mailed out the check refund and scheduled our cleaning company to come out next week. Please feel free to reach out to me if you should have any further questions or concerns.
  
  Sincerely,
  ***********************
  Office Supervisor
  *****'s Plumbing & A/C Service
  

  Customer response

  05/02/2023

   
  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.
  
  Sincerely,
  
  *****************************

*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. ↩