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:01/10/2024

  Type:Customer Service 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.

  A complaint against the kelco plumbing being rude to its customers
  
  11/24/23 They fixed our well circuit and replaced the pressure tank. The two people worked good. The only pity is that our barn still has no water coming out. We told them about it. but No one came to fix it.
  12/04/23 They installed a water softener. and fixed the flipped pipes that time.
  12/19/23 We paid the bill of $1285.00.
  01/05/24 We went to the office and going to pay another bill of $1225.00 and asked a woman a few questions about the bill:
  1. What is the $900.00 (service call) in the bill? She said it is the labor cost of two people. We told her the plumber worked well, but the young man who came along didn't do anything. He's not a plumber, so why charge? She said the bill include answer the phone, round trip transportation, charge for any one.
  2. We proposed that the bill should not include their worked fault in the first time and the cost of materials for re-fixed.
  Unexpectedly. The woman sudden change of her face against us and celled two people coming. If they try to resolve the problem, we pay the bill, all done. But the woman rude action forced us out. So, the second bill was not paid yet.

  Customer Answer

  Date: 01/10/2024

  We forgave the woman for her rudeness. She told us to leave immediately and two men were over called by her. Cause my friend referral them, and we all in the same city, so we decided won't pursue them. They adjusted the bill of $300.00, we paid it off yesterday. it's all over.

  Thank BBB for your quick response and timely help to solve customers' problems.

  *** *****

  Business Response

  Date: 01/12/2024

  Response to
  complaint from *** ***** **** ***** ***** ***** ******** ***
  Thank you for
  your review. At KelCo Plumbing and Backhoe Service LLC we provide quality work
  at a fair price. Our employees are known for their friendly professional
  service. We value both our customers and our employees. Our office is a family
  friendly environment where we engage with each other and our customers with
  mutual respect. Our pricing structure is set up the same/similar to other
  construction service businesses.
  11/24/23:  we performed work at **** ***** ***** **** for no water.  We removed old pressure
  tank and installed customer supplied tank. 
  New wire had to be ran down the well to the pump due to damage on
  existing wire. Invoice was sent on 12/12/23 and paid on 12/19/23 in
  person.  They thanked us for our
  excellent work and wished us “a holiday”. 
  12/4/23 they
  scheduled for us to come back and install their supplied house filter.  We removed old and installed new.  They mentioned no water to the barn and the
  technician investigated and resolved the issue. We invoice for this on
  12/18/23.
  1/5/24:  Both *** and ***** arrived at the office and
  wanted their invoice reduced. Our employee reviewed it with them looking for
  errors and answering their questions and complaints, repeating the same thing
  multiple times, as they continued to stand over her at her desk demanding she
  adjust the invoice.  She offered them a
  seat several times, they declined. She explained that she was the only one in
  the office and not authorized to make an adjustment at that time, and that she
  would have someone get back with them. As the hostility toward her continued,
  she eventually stood up and walked around her desk walking behind them and out
  of her office, to walk them out, as she explained to them that someone would
  get back with them soon regarding the possibility of reducing your invoice. She
  did not call anyone over, as nobody else was there. However, as they followed
  her out of the office area and out the visitor entrance, two of our workers
  coincidentally were just arriving back from a job. She held the outside door
  for them and again explained that someone would get back with them regarding
  the invoice.
  1/10/24: The
  invoice was adjusted and our office employee called them and explained that an
  adjustment had been made and what the new balance was.  They came at the end of the day and paid
  their invoice.
  We also provide
  on-the-job training for our Plumber’s Helpers/Apprentices, therefore when you
  see them on the job, it may appear to you they’re “not working,” though they
  are. Our billing starts when the customer is notified, automatically through
  our system, that we are on our way. It also ends when we log out at the end of
  the job onsite.  Then we notify next
  customer we are on our way. 
  I believe they
  are satisfied with the adjustment in their invoice.
  

• Initial Complaint

  Date:03/21/2023

  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.

  see Attached document

  Business Response

  Date: 03/29/2023

  Good morning:

  We received the letter 3/28/23 by ****. And we received second notice the same day by email. THe response is attached.