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:02/10/2025

  Type:Customer Service 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 received a notice that a subcontractor for my new construction home may have used an incorrect PVC pipe to vent the water heater. This notice was sent to all homeowners in my community.
  
  The scheduling process for the inspection has been frustrating and inefficient. It takes 1-2 business days to get a response to a single text, leading to days of back-and-forth. There is no option to speak with a representative directly—only a recorded message. Inspections are available only on weekdays within a four-hour window, making it highly inconvenient for those who work outside the home.
  
  I scheduled two separate appointments with 2M for an inspection. For the first, I took time off work and was given an 8 AM - 12 PM window. I texted the scheduling number the day before to confirm, and they verified the appointment. However, I was told inspectors do not call or text before arrival—they simply show up, if they show up at all. By 12 PM, no one arrived, and my text asking for an update was read but ignored.
  
  I rescheduled and was again given a four-hour window. Once again, the inspector never arrived.
  
  This has been one of the most frustrating and unprofessional customer service experiences I have encountered. It is unacceptable that homeowners must determine if a potentially hazardous installation error was made, while the company responsible makes inspections nearly impossible. If this issue remains unresolved, homeowners may only discover improper installations when a serious problem occurs—at which point, they will unfairly be blamed for failing to secure an inspection that was deliberately made inaccessible. Even worse, homeowners will likely bear the financial burden of repairs or damages caused by an issue they had no control over.
  
  At this point, it feels intentional, as though the company is making inspections difficult to avoid accountability for mistakes. I request immediate action to resolve this issue and ensure timely inspections.

  Business Response

  Date: 02/10/2025

  Sorry for the inconvenience.    The technician missed the time frame.    The builder has been made aware of the customers concerns and will contact the customer to schedule one of their employees to complete the review.   This has been related to the customer as well earlier today.

• Initial Complaint

  Date:01/15/2025

  Type:Customer Service 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.

  Inspector was scheduled to come 1/14/25 at 10:30 AM with a window from 8 AM - 12 PM. Inspector never showed up and only finally texted me back after I made multiple calls to **** ***** informing them the inspector had not come. Instead of being apologetic and explaining the reason they didn’t show and didn’t communicate, all they had to offer were new appointment times for a week later. Completely disrespectful of clients’ time, and now I have no guarantee they will even show up for the next appointment. I have to plan and arrange ahead of time to be available and at home for the appointment so this is so disrespectful of clients’ time to not even have excuses for why they did not show and to have no apology for wasting my time.

  Business Response

  Date: 01/15/2025

  The appointment was scheduled for 1/14.   The reviewer was there at 10:47am on 1/14.   No one answered the door.  The reviewer left a door tag for the homeowner to reschedule the appointment.   

  The text conversation with the homeowner shows an appology and offered a new appointment date.  New appointment is set for 1/21.  

  Customer Answer

  Date: 01/15/2025

  2M claims they came on 1/14 but I was home all morning and no one rang the doorbell and there is no flyer on the door from them coming. They also messaged this morning 1/15 claiming that they were able to inspect the water heater, when they have not even actually inspected it! 2M communication has been extremely poor and concerning since they have been untruthful.

  Customer Answer

  Date: 01/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have received conflicting information from the business as of today 1/15 and will maintain this complaint open until the re-scheduled work 1/21 has actually been completed. They claim they came to the house and left a flyer on 1/14, but there is no flyer on the door and I was at home all morning and no one rang the doorbell or knocked on the door. They also texted me today 1/15 saying “it looks like we were able to inspect the water heater” but they have not even inspected it! Given this concerning and conflicting information from 2M themselves, I do not accept this complaint as closed until they have actually completed the work that has now been rescheduled for 1/21. 
  
  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 01/15/2025

  scheduled foe1/21 

• Initial Complaint

  Date:10/31/2024

  Type:Customer Service 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 received a notice from builder ******* stating they let 2M Quality, LLC perform a PVC pipe inspection.
  
  I contacted the number provided. No one answered the phone, but they were only sending text messages. They asked for the home address on October 7th, and I replied. On October 8th, they gave me two available days, and I chose one. They sent a confirmation message to confirm the appointment is on October 29th from 8 a.m. to 12 p.m.
  
  On October 29th, I waited for four hours, but no one showed up. I sent one message while I was waiting and one message after 12 pm. There is no reply.
  
  On October 30th, I called their company number during working hours, but still no one answered.
  
  So until now, there has been no explanation or reply in either phone or text. If they can not come because of any reason, they should inform the customers rather than let them wait for more than 4 hours.

  Business Response

  Date: 11/04/2024

  2M contacted the customer on 11/4 to reschedule the appointment.  We missed the appontment.   Texted with the customer to set up new date.   The new date has not yet been confirmed but 2M is in contact with the customer.

  Customer Answer

  Date: 11/04/2024

  I am rejecting this response because:

  They sent me a message on 11/4, which is six days after the last appointment, providing two available appointment times: 11/12 or 11/14  from 8 am to 12 pm.

  They didn't mention why they missed the last appointment. So I don't know if a no-show will happen again.
  
  Because they still provided a four-hour time window on weekdays, I asked if there were other possible days or time slots. I haven't received a final answer yet, so I can't close the case now and will wait until they finish the job. 
  
  
  
  Sincerely,
  
  
  
  **** ***

  Business Response

  Date: 11/05/2024

  Custimers choice to reject is fine.  The reviewer missed the schedule.  Unfortunately sometimes that happens.   Sorry we are not perfect humans.  If the customer does not like the time frames that is his choice as well.   We will do what we cn to accomidate him but only have certain avaialbilities of the staff.

• Initial Complaint

  Date:07/24/2024

  Type:Customer Service 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.

  This company had come by and said that they needed to do an inspection and left a text number to contact. After contacting the number, I eventually received a response back with a date and time for an inspection. I accepted Sunday between 7/21 between 9 and 2. They were unable to give me a better window, a name of someone who would be by or any contact information of the inspector. I waited all day on the 21st for someone to show and no one did. At 2pm, I sent a text to the number that I had asking if someone would be by, but no response. Finally got a response on Tuesday 7/23 saying that they were sorry they missed me and providing another list of days and 4+ hour time windows. This company has no respect for their customer's time and extremely poor communication. I asked for a phone call, but no response. It is my understanding that they need to take a picture of a pipe on my hot water heater that would take 2 minutes.

  Business Response

  Date: 08/08/2024

  There was an emergency with the person scheduled to review the pipes on the original date.   We appoligize for the inconvenience.  The review was completed on 8/1/24.

• Initial Complaint

  Date:02/13/2024

  Type:Customer Service 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.

  **** ***** hired 2M Quality to perform an inspection on certain PVC components of the hot water heater systems of homes meeting certain criteria, such as mine. I received a notice and scheduled an appointment for this inspection at 9:15am on 2/2. 2M did not show up until around 2pm that day. I was not contacted about their tardiness or offered to reschedule.
  I rescheduled for 2/13 between 8am and 12pm. I reached out at 10:00am asking for an ETA. I did not receive a response. 2M has now failed to show on two separate appointments.
  
  Please reach out to me at ************ to reschedule. 2M will be working around my schedule for the 3rd attempt, not the other way around.

  Business Response

  Date: 02/13/2024

  Sorry for the inconvienence.   The times are a range in bookings not a specific time.      The specific times are place holders for the 9-2 or 8-12 time frames depending on the day of the appointment.  There was a reviewer at the home today about 3 and he left another tag.  He should have been there by 12. I appoligize for the miscommuniation.   We will call by COB tomorrow to schedule another time to do the review.