Complaints
Customer Complaints Summary
- 27 total complaints in the last 3 years.
- 12 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/10/2025
Type:Billing IssuesStatus: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 May 13, 2025 I received a certified letter from Absolute Services with a Notice of Default & Demand for Payment of Outstanding Indebtedness Owed. The total amount owed per the notice is $49.00. Numerous attempts were made to contact ***** ******** General Manager and the accounting department of Absolute Service in order to get additional information concerning the amount owed in question. Several dates I noted were May 15, May 20 and May 21. There were many other calls made. Each time Absolute Services personnel answering the telephone assured me my request for a return call was being forwarded. I finally received an return call from Dale (?) Hampton who identified himself as Operations Manager. He emailed me a copy of invoice ********* *or service by Absolute Services on January 31, 2025. I could find no record of payment for the service so on May 23, 2025 I mailed check No. 807 to Absolute Service paying the amount in question, $49.00. To date (June 9, 2025) the check has not cleared my bank and Absolute Service continues not to return my calls requesting information concerning receipt of the check. Never in all my years of doing business with any company have I been so rudely treated by a business. Especially when I am trying to resolve a matter in favor of the business. Please see if you can get someone in authority to call me.
This is not part of my original complaint with Absolute Service but since I am writing BBB now I will include this comment. September 21, 2022 Absolute Service did a repair job on my garage door. The cost of service was $914.34. The serviceman stated that because I was veteran I would get a military discount. I looked for the discount on the invoice. There is was, $9.00. A whooping 1%. I immediately call the Etown office and told the GM a 1% military discount is a slap in the face and I would not accept it. The military discount is now (so I am lead to believe) 5%. Well below the 10% offered by other companies.Business Response
Date: 07/25/2025
Thank you for your feedback. After a thorough review of our records, we can confirm that the only appointment scheduled with Absolute Services was canceled prior to any work being performed. As such, there is no outstanding balance, and no invoice should have been issued or pursued for payment.
We sincerely apologize for any confusion or distress this situation may have caused. It is never our intention to inconvenience or frustrate our customers, especially when they are making a good-faith effort to resolve a perceived issue.
We are currently investigating how this miscommunication occurred and will ensure that any incorrect notices are fully retracted. Please rest assured that you do not owe Absolute Services any money, and no further action will be taken.
If you would like to speak directly, I welcome the opportunity to connect and ensure this matter is fully resolved.Sincerely,
***** *******
General Manager, Absolute ServicesCustomer Answer
Date: 07/29/2025
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,
****** * *******If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:06/09/2025
Type:Service or Repair IssuesStatus: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.
When deciding who to have look at my HVAC I called and asked for quotes on services. I phoned Absolute and asked if they provided free estimates for repair (thought I saw it online where they did) or if there was a charge. They informed me at that time there was a $69 fee to dispatch the tech. PERIOD. NO other charges were disclosed. So on the basis of $69 (I have another company I've used that charges $90) I decided to try Absolute and ok, arranged the appointment.
Fast forward for the tech to come out and diagnose (somewhat) the issue, stating could need freon, or could be a blockage and Absolute won't put in freon for my unit, but they would be happy to replace it for $9500. My partner was present, I was not able to be there. When the tech told my partner the charge was nearly $165 he questioned the charge but the service had been provided so he paid it. Which he should not have but he is not confrontational so he did. He swears the tech never once mentioned any fees at all until the very end when presenting for payment!
When I asked if he received a receipt he said he had not. When I asked Absolute why the cost was so much greater I was told the "tech had to do a 'deeper dive' than normal to diagnose" thus the charge.. My partner says there was no deep dive.
Today when I pressed Absolute for a refund of the over charge they informed me via voice mail that the tech had discussed upon arrival with my partner the fee's of $69 and $99. My partner disputes this and says it is 100% NOT TRUE. He would have refused the service as he knows that is too much.
At NO time was there consent to pursue additional charges!
Absolute also told me they did not issue itemized receipts when I asked for one after the fact. This is a clear and blatant undisclosed over charge! I am requesting a full refund for the over charge.Business Response
Date: 07/25/2025
Thank you for your feedback. We’re truly sorry for the frustration and confusion surrounding the charges for your recent HVAC service.
When you scheduled the appointment, our team communicated the standard $69 dispatch fee. Upon arrival, our technician performed a full diagnostic to assess the refrigerant issue, which typically involves an additional $99 fee. According to our technician’s notes, this was discussed on-site; however, we understand that your partner recalls the interaction differently.
We take concerns like this seriously and want to make things right. Because it appears there was a breakdown in communication regarding the additional diagnostic charge, we are issuing a refund of the $99 as a gesture of goodwill. We hope this demonstrates our commitment to transparency and customer satisfaction.
A receipt can be provided upon request, and we are reviewing our internal processes to ensure all fees are clearly communicated and documented moving forward.
Thank you again for bringing this to our attention.
Sincerely,
***** *******
******* ******** ******** ********Customer Answer
Date: 07/25/2025
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 as they are refunding me the overage charged. As the response stated, the tech discussed the charge with my partner is true, however that discussion took place AFTER services were rendered and when presenting the bill. I and my partner maintain and continue to dispute the fact that this fee was shared in advance at ANY time from ANY business representative. I hope this business understands the concept of FULL DISCLOSURE of all charges BEFORE services, as well as the term CONSENT TO all charges PRIOR to services being rendered.I am very glad that I have been able to document this issue with the BBB and truly hope that it serves as a lesson to this business to fill any gaps in their processes, helping to ensure future clients of this business do not go through this as an issue!
Sincerely,
******** *******If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:06/09/2025
Type:Service or Repair IssuesStatus: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.
Late November to early December we paid cash for 2 garage doors from ****** with remote and also paid the installation fees. This company is contracted through ****** for installation. Several months have gone by I have spoke with ***** off and on to get install dates and finally on April 9th a guy shows up to install these doors mid way of installing he says we didn’t pay for full installation and some parts were missing. We made some phone calls and we did pay for the full installation however he still said parts were missing. They order their parts through Wayne dalton doors to my knowledge the parts that are missing is weather stripping and a piece that goes on top of the door. We are still getting the run around waiting on answers as to when this job will be completed that we have paid for months ago. The doors are up however you have to physically move them up and down manually which is not what we paid for and is extremely frustrating. This has been a around 6 month process if we had known it was going to be this stressful we would have done business elsewhere until now when we purchased at ****** and paid for installation we had no problems. I feel like we are getting the run around and feel like we have been extremely patient. Due to inconvenience I have not been able to park in my garage since December. I do not recommend anyone using this company if they want anything done in a timely manner. I have not heard back from anyone for weeks it was always me calling to get updates and I have quit calling to see how long it would take for them to reach out. So here we are around 6 months trying to still get garage doors installed and completely unprofessional to not keep customers informed especially when it has been going on this long any assistance is appreciated however I have already paid for the service but I know I won’t be using this company again if I ever get my garage doors installed.Business Response
Date: 07/25/2025
Thank you for sharing your experience. We understand how frustrating this situation has been, and we sincerely apologize for the inconvenience you've faced.
To clarify, Absolute Services is contracted solely as the installer through ******* All ordering, payment processing, and product delivery—including garage doors and related parts—are managed directly by ****** and their supplier, ***** ******* We do not have control over product availability, delivery timelines, or the completeness of shipments.
Our team was dispatched to install the doors once ****** confirmed delivery. Unfortunately, it appears that some necessary components—such as weather stripping and the top trim—were not included in the shipment. We communicated this to ****** and Wayne Dalton, and we understand that follow-up is still pending.
We truly regret the delay and the lack of communication you’ve experienced. While we are not able to resolve product or payment issues directly, we are committed to completing the installation as soon as all required parts are received. We’ve also escalated this matter internally with Lowe's to ensure better coordination moving forward.
If you’d like, we can help facilitate further communication with ****** to ensure your concerns are addressed.
Sincerely,
***** *******
General Manager, Absolute ServicesInitial Complaint
Date:06/04/2025
Type:Product IssuesStatus: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.
Absolute services put in AC/ heater split units and had no permit! Wasn't done properly! Never came out to fix and has blocked my calls! They lie so much to me and my son who paid them almost 10k and now its not working at all. I told them i was gonna have to take them to court and they said they won't come out because i said that.... it's crazy! I need all my money back absolute services!!!!!!!! Don't abuse others the way you have treated me and the Durastar split units had 10 year warranty,..Im in so much pain from this company.Business Response
Date: 06/04/2025
We’re very sorry to hear about the difficulties you’ve experienced, and we truly understand how upsetting this situation has been for you.
After reviewing your installation and service history, we can confirm that your system was installed properly and in accordance with all applicable industry standards. The issue you’re currently facing appears to be the result of flood damage caused by the recent severe weather in the area—not due to installation errors or equipment failure.
As we discussed, this type of damage is not covered by the manufacturer’s warranty or our workmanship warranty. In these unfortunate situations, we recommend contacting your homeowner’s insurance provider, as they are typically the appropriate party to assist when natural disasters like flooding cause damage to your home systems.
We sincerely regret the stress this has caused you. While warranty coverage does not apply in this case, we’re happy to support you however we can—whether by providing documentation for your insurance claim or helping you explore repair or replacement options.
If you would like to discuss next steps, please don’t hesitate to contact our office and ask to speak with a manager. We’re here to help in any way we can.Customer Answer
Date: 06/05/2025
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,
***** **********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:06/02/2025
Type:Service or Repair IssuesStatus: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.
Okay, we called Absolute about our AC not working right. This guy charged 168.00 for a visit and completely misdiagnosed the problem as being a faulty furnace control board, as well as the disconnect switch outside. He also put forth a couple of laughable estimates, which I have saved on my phone if necessary. One was a laughable price for an entirely new HVAC system of nearly $14,000. The other was a "band-aid" solution with the control board, disconnect, and other warranty and cleaning silliness and totally about $4300. After these ludicrous estimates I told this fool to leave.
The actual problem turned out to be little more than a faulty **** box installed a few years ago for power saving purposes to lower the bill. Another, more reputable, company came out, noted the control board was okay, then cut the **** box off from the unit and now the AC works fine again. In short, we dodged a bullet here. But either Absolute is incompetent or crooked, and possibly both.Business Response
Date: 06/02/2025
Thank you for taking the time to share your experience. We’re truly sorry to hear that you were dissatisfied with our visit and the recommendations provided. That’s never the experience we want our clients to have.
Our technicians are trained to diagnose based on the symptoms and performance of the system at the time of service. While we strive to be as accurate as possible during our assessments, there are rare occasions where underlying issues—like external equipment installed by third parties—can complicate a diagnosis. We’re glad to hear your AC is working again, and that the issue was ultimately identified.
We take accusations of incompetence or dishonesty very seriously. Our pricing reflects the quality of our service, the caliber of our team, and the warranties we stand behind. That said, we never want a client to feel pressured or misled, and we’re always open to reviewing any experience that falls short of expectations.
If you're open to it, we’d appreciate the opportunity to discuss this further and review the details of your service. Please feel free to reach out to our management team directly at ************* Our Service Manager will be reaching out of 6/3/25.Customer Answer
Date: 06/03/2025
Complaint: ********
I am rejecting this response because:
When I looked up online to call your buisness it said that you all did free estimates. Then when you all came out it was over $100 to diagnosis something that wasn't even actually wrong with the system. The board was not fried or anything. I would like my money back. Even the guy from the other company that actually fixed the issue said that the money should be returned.
Sincerely,
****** *********** *****Initial Complaint
Date:05/13/2025
Type:Service or Repair IssuesStatus: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.
They say they use flat rate pricing which is another term for price gouging! They came out to replace some springs on my garage door which cost about $60 dollars each which totaled $120. There were a few other parts two brackets, two ball bearing wheels and two cables. The additional parts couldn't have cost more than $150. Why was the bill over $1,200!!!! They refused to to provide an itemized bill showing what the charges were!!! To add insult to injury they signed me up for a membership I did not ask for!!! 100% Total scam!!!!!Business Response
Date: 05/13/2025
Thank you for taking the time to share your feedback. We’re sorry to hear you were dissatisfied with your recent service and appreciate the opportunity to respond.
At Absolute Services, we use flat-rate pricing to provide clear, consistent, and upfront pricing to all our clients—regardless of how long a job takes or which technician performs the work. This model is common in the service industry and is designed to eliminate surprises and ensure transparency before work begins. Our technicians are trained to present pricing before any repairs are made, and we do not proceed without client approval.
In this case, the repair involved not only spring replacement but also critical components such as brackets, cables, and rollers. The service level selected included a lifetime warranty on the springs, drums, center bearing, end bearing, cables, and rollers—providing long-term peace of mind. In addition, all parts installed are high-cycle upgrades, not standard 10,000-cycle components. This means significantly extended lifespan and durability for your garage door system.
While the parts themselves have a cost, the pricing also reflects warranty coverage, labor, travel, insurance, training, and operational expenses that ensure the job is done correctly and safely the first time.
Regarding the membership concern, we apologize if there was any confusion. Our membership program is typically offered as a value-added option to help clients save on future service. It should never be added without a client's consent. We are happy to remove the membership and issue a refund if it was added in error.Customer Answer
Date: 05/19/2025
Complaint: ********
I am rejecting this response because: they refuse to provide an itemized list of what the parts and labor cost. If you are a reputable business why would be afraid of showing your customers an itemized breakdown of the cost? If you had your car repaired they tell you what parts and labor cost. Not to mention the sales representative lied about the price of the springs. I don't expect a refund, however, I would like to know what the parts and labor cost and don't think that's too much to ask.
Sincerely,
**** ******Initial Complaint
Date:01/24/2025
Type:Service or Repair IssuesStatus: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 January 10th, a technician from Absolute Services came to our home to assess our heater. We were informed that the blower motor needed to be replaced. While the part was covered under warranty, the labor cost was quoted at over $1,600. The technician stated they did not have the part on hand but could order it and have it by the 13th or 14th. A $500 deposit was required to secure the part and schedule the service. On the 14th, after not hearing from the company, I called for a status update. On the 15th, I was informed there was still no part and that I would receive an update the next day. On the 16th, I called again and was told there was still no ETA for the part. I requested the exact part number to explore alternative options, but the company did not provide it. Additionally, I asked for an itemized bill to understand the charges, but it was not provided. On the 17th, I was told the part would not be available for pickup until the 20th. I again requested an itemized bill but never received one. After consulting with three other companies in the area, I learned that the labor cost quoted by Absolute Services was significantly higher—approximately five times more than the local average. All three companies and Absolute services confirmed that the part should have been covered under warranty so we want to understand why the charge was so high. I contacted Absolute Services again to request a cost breakdown and still received no response. At this point, I requested a refund of $443 leaving the remaining $57 to cover the service call fee Absolute Services requires . The company refused, stating that the deposit was nonrefundable, despite no documentation or prior communication indicating this. We have attempted to resolve the matter by requesting to speak with a manager, but we have yet to receive a callback. The company’s lack of communication, failure to provide an itemized bill, and excessive labor charges are unacceptable. We are requesting your help.Business Response
Date: 03/08/2025
Thank you for bringing your concerns to our attention, and I’m truly sorry for the frustration and confusion caused by this situation. We deeply value transparency and customer satisfaction, and it’s clear that we missed the mark during this process.
I understand the frustration regarding the delay in obtaining the required part and the lack of communication on our end. We should have provided you with a timely update and clear information about the status of the part and the charges involved.
Additionally, I acknowledge the concerns with the labor costs quoted and the difficulty in obtaining an itemized bill. After reviewing your case, I’ve authorized the refund of $443, as requested, leaving the $57 to cover the service call fee. This refund was processed on February 13th, as agreed.
We appreciate your feedback and are committed to improving our communication and billing procedures to prevent this kind of issue in the future. If you have any further questions or need assistance, please don’t hesitate to reach out to me directly.
Again, I apologize for the inconvenience, and thank you for bringing this to our attention.Business Response
Date: 03/08/2025
Thank you for bringing your concerns to our attention, and I’m truly sorry for the frustration and confusion caused by this situation. We deeply value transparency and customer satisfaction, and it’s clear that we missed the mark during this process.
I understand the frustration regarding the delay in obtaining the required part and the lack of communication on our end. We should have provided you with a timely update and clear information about the status of the part and the charges involved.
Additionally, I acknowledge the concerns with the labor costs quoted and the difficulty in obtaining an itemized bill. After reviewing your case, I’ve authorized the refund of $443, as requested, leaving the $57 to cover the service call fee. This refund was processed on February 13th, as agreed.
We appreciate your feedback and are committed to improving our communication and billing procedures to prevent this kind of issue in the future. If you have any further questions or need assistance, please don’t hesitate to reach out to me directly.
Again, I apologize for the inconvenience, and thank you for bringing this to our attention.Customer Answer
Date: 03/10/2025
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. I hope other do not experience what we did but firmly believe Absolute Services is not taking the best interest in customers, over pricing services. I was able to resolve this with another company for 1/5th the price quoted by Absolute services (not even the original disputed amount).Thank you for you help on this matter.
Sincerely,
******* *********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:10/23/2024
Type:Product IssuesStatus: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.
We purchased a a/c heater unit and also a service contract. Every since the first service the company dropped the ball and didn’t bring the correct size of the filter, I had to call numerous times and talk to numerous different people to get it corrected and by the next service visit the same issue not the correct filter size. The filters are included in the service contract…. I have spent several hours trying to talk to a manager in the department and get people that are unable to help. I am very frustrated with the situation and have tried to talk to the general manager or higher up and not successful.. even today a girl named ****** told me that she was a manager and not able to help. At this time I just want to be reimbursed for a service that was paid in full and not completely providedCustomer Answer
Date: 10/23/2024
Here’s the most recent invoiceBusiness Response
Date: 10/24/2024
Thank you for bringing this matter to our attention, and I sincerely apologize for the frustration and inconvenience you’ve experienced regarding your service contract. We take full responsibility for the issues with the incorrect filter sizes and the difficulties you’ve faced in reaching our team.
I want to assure you that this is not the level of service we strive to provide. Your concerns about the repeated mistakes and the challenges in getting the right support have been noted, and we are actively working to improve our communication and service processes.
Our HVAC service manager has attempted to reach you, but it seems we've been unable to connect on the numbers we have on file. We truly want to make this right and provide you with the service you paid for. Please let us know the best time and number to reach you, and we will ensure that this issue is resolved to your satisfaction as quickly as possible.In the meantime, if you'd prefer a refund for the portion of the service that wasn’t completed correctly, we’re happy to discuss that as well. Your satisfaction is important to us, and we will do whatever it takes to make this right.
Thank you for your patience, and we look forward to resolving this matter for you.Customer Answer
Date: 10/25/2024
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,
***** *********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Customer Answer
Date: 10/29/2024
Complaint: ********
I am rejecting this response because:I still haven’t as of yet received any response from absolute company, they do have my contact information and have contacted me in the past, really don’t understand why they said they are having issues contacting me, they can email me the number and name of whom I need to speak with to get this resolved as soon as possible
Sincerely,
***** ******Initial Complaint
Date:10/17/2024
Type:Product IssuesStatus: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 called and canceled the services the end of August, beginning of September. However, auto payment was taken at the end of September. Which should never happen. I have been attempting to get refund several tries. No success and today I was told i've done all can do to get help to resolve this. They never did services during the time I had them. This company refuses to help.Business Response
Date: 10/27/2024
*** ****,
The refund for $29.97 was processed on 9/30/24 and accepted/applied by the bank on 10/18/24. The last call that we have on file was from 10/17/24, if you have any additional questions or would like more assistance, please give us a call at ************ Our office opens at 7:30am until 5pm, Monday through Friday.
Initial Complaint
Date:10/14/2024
Type:Billing IssuesStatus: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.
May/June: company replaced 10’ of pipe. Cost around 5000.
Within a week, issue returned. It was decided to replace another 10’. I was told the jackhammering is a big expense. I was quoted over 16000.
The day of the second project. The techs only spent a couple of hrs on the site. They had traveled 1.5 one way to get a machine to remove the concrete. No jackhammering was done.
During this time, my neighbor was unhappy with the project bc the concrete was her property.
The company offered to replace the concrete after the project is complete at no cost to myself or the neighbor. Due to turnover at the company and the neighbor’s lack of timely communication, this ordeal stretched out over a couple of months. Final the company came to the site to complete the work. The work that was done was not what I agreed to.
I agreed techs jackhammering to dig and replace 10 feet of pipe.
What was done, a machine was used to remove concrete. They removed my clean-out and they did an internal seal of the pipes.
I actually had a different plumbing company come out to see if I was a candidate for the internal seal and they told me no because my pipes are actually laying at an angle that will still hold water.
I called the company and it took 3 weeks of calling before I was able to talk to a tech who was on site and the project manager.
I requested a review of my invoice. He would not do that. The change for jackhammering is almost 900 dollars for one hour. The invoice is quoted for 9 hours.
I also wanted my clean out back. He said they will not replace the clean out.
The project manager then told me that the work they did, I was actually being under charged.
Based on a couple of company’s’ site that prefer similar services, The sealing of pipes runs between 5,000 and 8,000
I was told nothing will be reviewed and they are considering the project complete.Business Response
Date: 10/24/2024
Thank you for sharing your experience with us. We truly value your feedback and deeply regret that the project didn't meet your expectations.
I'd like to take this opportunity to address your concerns and provide some clarification.
Regarding the jackhammering hours: I understand your frustration with the quoted time for jackhammering. The time included in the quote factored in the complexities of the job, including time spent mobilizing equipment to and from the site. We apologize if this was not clearly communicated, and we will review how we explain the breakdown of such costs in the future.
Cleanout replacement: I hear your concerns about the removal of your cleanout. While it was necessary to remove the previous cleanout to perform the work, we ensured you still had a functional cleanout installed at the sidewalk. We understand this is important to you, and I’m sorry if this part of the process wasn’t explained clearly at the time.
Suitability for the pipe sealing: I want to assure you that the work performed on your sewer line was completed following careful assessment and met all required standards. In fact, the final inspection was confirmed and certified by the state. We are confident the solution we implemented was appropriate for your situation.
We appreciate your patience as we work to replace the concrete as previously discussed. The concrete replacement is currently scheduled for November 4-5, and we’re committed to completing this at no additional cost to you or your neighbor.
Once again, we apologize for any miscommunication along the way. Please feel free to reach out to us if you have any further concerns. We aim to close this project in a way that ensures your satisfaction.
Thank you for your business, and we hope to resolve this matter soon.
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