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:11/02/2023

  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.

  In July 2023 I completed a job for Budget where I was a subcontractor. The job was to remodel a bathroom at a residence. Budget was to complete the plumbing and I was to do all other aspects of the job. I completed the job, the customer was happy ( per my interactions with her) and budget as yet to pay my invoice. I know they were paid for the job (per my conversation with the homeowner).
  
  In Sept. 2023 I was sub contracted to complete a whole home remodel because budget pulled the original contractor from the job to do a different job. I explained it would be done as a time and material job. I completed it with in 4 weeks and budget has not paid my invoice on this job either. They where paid by the property owner via wire transfer, and the property owner was given a full lien waiver stated all contractors on the job have been paid.
  
  All I want is a delivery of my money.

  Business Response

  Date: 11/03/2023

  Dear ****,

  We are still awaiting the information requested by our accounting department to facilitate the payment process. Specifically, we have requested the following documents for our records: proof of estimate, a signed agreement from our company and your business license. We requested these items quite some time ago and have yet to receieve them. 

  We appreciate your prompt attention to this matter and would be delighted to move forward with processing the payment as soon as we receive these requested items.

  Thank you for your cooperation.

   

   

  Customer Answer

  Date: 11/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  None of the information being requested at this time was needed for me to receive payment for the first half of the Dorlac job, or for the other 3 invoices that I have billed Budget for earlier this year. Those paid invoices are attached for reference.
  

  In addition, Missouri is a handshake state. I had a verbal agreement with **** at Budget to perform the work at Moule. It was a Time and Material agreement. There for there was no written estimate able to be provided. When **** brought me the job, it was because Christina had him pull Kevin's crew to complete another job that budget was behind schedule on. If budget paid Kevin for items that his crew did not complete, as it was implied when I first requested payment for that invoice, then Budget needs to go after Kevin for that.

  As a General Contractor in the state of Missouri I am not required to hold a business license.

  This request of information from budget is just the newest in a string of excuses since I started requesting payment on the overdue invoices.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:09/19/2023

  Type:Order 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.

  May 2023 to Sept 2023, I worked directly with the person ****, the general contractor for Budget. The remodel was to start immediately. However, mold has started to grow again in the garage, and some was noted in the kitchen sink area. **** stated that due to the HVAC system being removed due to the water restoration demo, the mold would continue to grow unless the HVAC was put back in to keep the house cool. He suggested that I hire another mold remediation company. **** stated that 1 week after the HVAC system was installed, the mold would be removed, and remodeling could resume. This was in late June. Weeks later during the entire month of July, there were no repairs completed by Budget. During Aug, I was told I would not be able to utilize hardwood floors on my lower level due to it being below grade. I was offered engineered wood flooring as an option or luxury vinyl flooring. I chose engineered and expressed to **** that the cost difference must be noted due to picking out a much cheaper product. This also occurred with my cabinets due to the inability to get the color of choice. **** expressed his concern about placing hardwood on my steps but agreed that it is my choice Budget has unscrupulous business practices. They recently fired ****, the general contractor, and I had a verbal agreement with the changes to the repairs. They have blatantly refused to provide an itemized statement of the material and labor. Their deceptive pricing can be noted in their markup price for the cabinets. The agreement was for products that were more expensive than the items received. They have refused to price the cost of the flooring. The agreement included a 10% misc if there was a need such as the mold removable. There has been no itemized proof that they have utilized over $6,000 in misc other than the $3250.00 for the mold removal.

  Business Response

  Date: 09/29/2023

  Dear Ms. ******,

  We are writing in response to your complaint regarding the repair of your home. We sincerely regret the challenges and delays you have experienced during this process and would like to address your concerns.
  In May 2023, you accepted a bid from **** for the amount of $116,130.05. The bid was presented in a flat-rate format, without itemized breakdowns for individual tasks. This approach is designed to maintain transparency and fairness, ensuring that clients are not charged additional fees for unforeseen circumstances or extended timelines on tasks. On May 25th, you electronically signed the agreement to proceed with the work as detailed in the flat-rate bid. The scope of work outlined in the electronically signed contract served as the foundation for our services.
  It's important to note that the work order explicitly states, "Budget will perform the scope of work as agreed in writing for the agreed upon price," and that any changes to the scope of work must be agreed upon in writing by both parties to become enforceable. We do not have records of any verbal or written amendments to the agreement, made between you ****, or anyone else at Budget. Furthermore, the bid and contract do not mention the installation of new lights, or refurbishing and hanging old cabinets in the laundry room. ********* did offer to provide pricing for these additional items if you desired to include them in the project, but you declined.
  At this point in time, you have expressed your intention to cease all work. As a result, we have removed the following items from your bid at your request, to finalize the invoice:

  Painting of the bathrooms - $500.00
  Trench drain - $7,950.00
  Epoxy flooring - $1,246.83

  Additionally, we have completed several items that were not originally included in your bid:
  Hooked up the washer and dryer
  Installed two deadbolt locks
  Repairs to the hall bathroom toilet
  Installed a garbage disposal
  Reconfigured the laundry room plumbing
  Trash removal labor
  Trailer rental
  Trash disposal fees

  These items fall under the miscellaneous category outlined in the bid, along with the mold remediation. We apologize for any delays in this process and recommended moving up the timeline for the installation of your new heating and cooling systems to prevent any further mold growth.
  The installation of the new heating and cooling systems took place in July. Subsequently, kitchen demolition work began, and **** collaborated with you to select and order the necessary flooring and cabinets, with an approximate 6-week lead time due to cabinet orders. We regret that the cabinets you originally wanted were unavailable, but **** worked with you to find a suitable replacement option at no additional cost, honoring the agreed-upon price in the electronic agreement.

  In August, we installed a new water heater in your home. During this time, you began working primarily with *********, as ****, who bid and oversaw the job originally, was no longer with the company. We apologize for any confusion this caused.

  Regarding the flooring, the work agreement specified a bid for 1,162 square feet of flooring. We are waiting for the flooring warranty information from the subcontractors who performed the installation to provide it to you. The bid did not specify about it being purchased from a specific vendor.

  We have been unable to locate any updated electronic agreements, but if you possess any documents notating these agreed upon changes, we would be happy to review them with you.
  Once again, we apologize for the delays you have experienced during this project. Some factors were beyond our control as the contractor, which is why we paid for your extended hotel expenses.
  

  Being that you have denied us any further access to your home, we consider this project to be complete. The total amount of the work agreement was $116,130.05. To date, the only payment we have received was the initial down payment of $40,000. After deducting the items you opted not to proceed with, your new final balance is $106,433.22. Of which, the remaining balance ($66,433.22) is currently owed, minus the 10% ($10,643.33) that will be due after inspections are complete in accordance with our written agreement, leaving a past due amount of $55,789.89.

  We understand the inconveniences this situation may have caused you and want to assure you that Budget is a fully bonded, licensed, and insured company. We obtained the necessary permits for the work in your home and have adhered to the scope of work outlined in the electronic agreement.

  We appreciate your patience and cooperation during this project and remain committed to addressing any outstanding concerns you may have.

  Customer Answer

  Date: 10/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  The company has unscrupulous practices. They fired the staff member that has proof of their practices. They did not  follow through with their end of the agreement. There agreement states that delays of the home owners will be at their cost. What about the deay of Budget? 

  For over 6 weeks, I waited for the project to start. The company cost me over $14,000 in hotel costs due to the delay. I also had to pay for 2 storage PODS. 

  I was told by ****, their General Contractor that he would prefer for the items to remain in the home as he had a "plan" to move itens from one floor to the next. He suggested that I move items that are of value into the POD so another was ordered.

  The bid was to include the entire flooring per the insurance company. It was agreed upon by ****. The flooring was ordered by  **** at *********. The company canceled the order and went to another company. They did not order enough. They then destroyed my steps in order to try to cover the steps without purchasing the correct flooting.

  Per the numerous emails, **** agreed that the installation of lighting was included. I was even told to purchase backsplash for installation.  The smoke detector and even the electrical panel box were not installed correctly. St. Louis County has pulled all permits from Budget. They did not legally request an electrical permit or request an inspection for the plumbing or mechanical prior to moving further in the project. The county is looking into this fraudulent activity.

  The light fixtures that were removed was not put back up. 

  There is a 1 inch gap in my backdoor in the middle and the top of the door because the door is too small. The flooring under the door is missing. 

  The electrical outlet for the island and the microwave was not installed.

  The cabinet next to the stove were broken inside due to someone drilling a hole through the wood.

  The island is crooked. The entire island has to be moved and the floor repaired to fix it. 

  Per ****, I was to send the paint color of the fireplace. However, I was slow in my color choosing. 

  The paint job was horrible in all rooms but 2. It will need to be repainted.

  The trench was not done due the misrepresentation from the company. Based upon the fault work, I was fearful that the job would be done correctly. 

  The garage was not completely drywalled. The laundry room as well has holes in the ceiling. 

  The paint is not even all the way on the wall. 

  The brand new floor in the hsllway has scratches from staples. We are sure they are staples because they were found on the floor in the hall closet

  My bathroom floor that needs the subfloor repaired was not done. 

  Yes, I did not allow the return. They destroyed my steps. The HVAC system they installed completely stopped working. I thought it was a lemon. However after I contacted another HVAC, they noted that Budget did not put a cover over the return vent or add the return vent prior to working on tbe kitchen and all of the trash and insulation from my attic was sucked into the HVAC. It wrapped around the blower motor. It is not repairable even after removable of the 5 pounds of insulin and trash. Even Shims wrappers were in my HVAC. The duct work was put in incorrectly. Even after having an entire duct cleaning and sanitation, the HVAC still is malfunctioning. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 10/12/2023

  Dear Ms. ******,
  We genuinely appreciate your ongoing communication and your valid concerns regarding the progress of the project. Our primary objective has always been to address your issues and successfully complete the project, ensuring your utmost satisfaction. It is essential to emphasize that there is an outstanding balance of $66,433.22 remaining on the project.

  
  While we empathize with your frustrations, it's important to reiterate that the delays and complications encountered during the project were not intentional on our part. We take our commitments very seriously and strive to fulfill them to the best of our abilities. Unfortunately, the remaining work is a direct result of your request for us not to return to your home to finalize the project. We did our best with the project, but without access to your home and an overdue balance, we are regrettably unable to conclude any outstanding work.

  
  Addressing your concerns:
  Hotel Costs: We understand that project delays required an extension of your stay in the hotel, and we apologize for any inconvenience this may have caused. We'd also like to clarify that the extension of the hotel stay was covered by the budget due to the project exceeding the expected timeframe.

  
  Moving Items: It's important to note that as a company, we do not assume the responsibility of moving customers' personal belongings. This condition is explicitly outlined in the agreement under the site conditions section, which specifies that "access shall be granted by the Customer or property owner in a manner suitable to allow unhindered access to the work area for the delivery of materials and work by all persons required to perform the work." While we don't have direct knowledge of any verbal discussions that **** may have had with you regarding your belongings, **** conveyed that you wished to manage these matters yourself because your insurance covered the cost. The presence of belongings scattered throughout the home also contributed to delays in the project.

  
  Flooring: **** was responsible for overseeing the flooring, and all purchase orders for your project were meticulously executed according to his instructions. Budget made no alterations to ****'s original order for your project. The doors procured toward the end of the project were among the few significant items that **** had not previously ordered, and ********* was responsible for this particular aspect.

  
  Other Items: If you have any emails from **** explicitly stating that your backsplash and lighting were included in the bid, we would be more than willing to review them. We have not received any correspondence between **** and yourself. However, based on the agreement and all available information, we have not found any evidence to suggest that these items were included in the original scope.

  
  Mechanical and Plumbing Permits: Budget obtained permits for all necessary HVAC and plumbing work. Since we didn't perform the electrical work ourselves and it was outsourced to another company, we did not oversee the electrical permit. Nevertheless, we have been actively collaborating with the company responsible for the electrical work to ensure they have the necessary permits for the work they conducted.

  
  Quality of Work / HVAC: Unfortunately, due to the circumstances of not being granted access to your home, we cannot assess any issues you may have encountered. However, once the outstanding payment has been made, we would be more than willing to address and rectify any concerns related to the work that has been completed.

  
  We firmly believe that a harmonious resolution can be achieved by working together to settle the outstanding balance and schedule any necessary work that remains to be completed. Our unwavering commitment is to resolve this matter to your satisfaction, and we wholeheartedly encourage open and transparent communication to facilitate the achievement of a mutually agreeable solution.
  

  
  

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair 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.

  Initially directed to Budget via my home warranty to fix a slab leak. However due to lack of visible water/damage (only persistent running water sound, hot spot on floor, and high water bill), Budget said they could not do anything. Hired American Leak Detection (ALD) to run tests, they identified leak in report to give to Budget. Budget charged $2750 on 7/27/23 to dig a hole as outlined in the report from ALD, did not find leak. Per ALD, debris/calcification had likely temporarily plugged leak, recommended Budget replace entire section of pipe. Budget came back out, ran some tests, finally identified leak further "downstream" from hole, at point where pipe went into wall under sink. Sales rep from Budget came out to give additional quote, $2700 for second hold, reduced to $1800 if I removed cabinet, sink, dishwasher myself. Two men came out 8/23/23 to dig new hole and replace pipe. Came with improper equipment (needed hotter torches due to property on slab--they KNEW it was on a slab as they'd been out already), had to wait for someone to bring proper torches. Did not know how to use torches and left soot all over kitchen and much of living room and loft overlooking kitchen. One resident has severe asthma and was unable to tolerate. Lead worker attempted to wipe down counter, floor, microwave, stove, mostly left gray streaks. He brought in two additional workers to help use the torches properly as he'd "never done anything like this before" and had "only been a lead for a week" (overheard). The two men helped him get sorted even though they did not normally do waterline work. Returned ~1 week later to return hole to rough finish. Concrete around edge of hole was rough with gravel and higher than floor level in a "lip" towards the wall, was unable to put cabinet back in without either grinding down "lip" of hole or shredding the bottom of the cabinet.

  Business Response

  Date: 09/13/2023

  Hello, ********** 
  
  We are sorry to hear that you have not been satisfied with our services. 
  
  ************** clarified that we specialize in specific services and advised you to contact a dedicated leak detection company for further diagnoses before we could proceed with a floor break. Subsequently, upon the assessment by **************************, ************** promptly returned and submitted a floor break request to your home warranty provider.
  
  During the initial floor break attempt, our technicians dug the first five feet but couldn't locate the issue. ************************** advised calling them back if nothing was found within the first five feet, which you did. 
  
  Upon returning, they discovered a collapsed line with a small hole under your cabinets. To complete the repair, ************** removed the cabinets, replaced the compromised line, and ensured the repair's integrity.
  
  We follow strict post-repair inspection protocols for safety and quality standards. After making the repair, we had to wait for your municipality that was performing the inspection to come out and advise us when we can proceed with filling back in the hole that was made. Unfortunately we have no control over any delays in the permit and inspection processes. After we received that approval, we did return and back fill and bring your concrete to a rough finish. 
  
  We empathize with any frustration due to the process's duration and appreciate your patience. We would be happy to review the concrete back fill if you feel it is preventing you from adding your cabinets back in. We will have our plumbing supervisor reach out and set up the best time to walk the job. 

  Customer Answer

  Date: 09/13/2023

  Complaint: 20564159
  
  I am rejecting this response because:
  the business response does not acknowledge my primary complaint, which was the apparent lack of competent or adequate training in the technicians, and the soot that covered my kitchen. I already addressed the concrete issue on my own rather than wait, and I was not confident it would even be properly addressed. Additionally, something I forgot to mention in the original complaint was that the technicians left the damaged pipe they removed just laying in my yard.
  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/21/2023

  Hi ********, 

  We are sorry to hear you are still unhappy with our response. We did have our Plumbing Manager reach out to you to discuss what steps we can take to rectify the situation. During the conversation, you walked him through your issues and he offered to come out and correct the concrete. You informed us that you took a grinder and corrected the problem yourself. Our manager also offered to send out someone to clean up the soot and asked if there is anything we could do and you again communicated that there is no further action needed from Budget. So we are unsure how to help you at this time. 

  
  Once again, we apologize for any frustration or inconvenience this situation may have caused, and we thank you for bringing it to our attention. If you have any additional concerns that need to be addressed please do not hesitate to give us a call.

  Customer Answer

  Date: 09/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and understand the business is unable to help any further.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/23/2023

  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.

  We had a plumbing issue. The tech came out and didn't run any cameras or anything. Our kitchen is built on a concrete slab and the pipe runs through the foundation. They said we had to tear the deck down. We asked them to tear the deck down but it didn't have to come down. All the work is done in the kitchen, the floor had to be jackhammered. They gave us our money back because they couldn't do it. One of their techs, ******, came in and wanted to run a camera. He recommended Pipe Solution and found where the pipe was and it was in the kitchen. It costs us $4300.00. They paid us our money back. We did not need a deck. The plumbing is done in the house. We are $21,000 in the hole and I'm angry about this.
  
  Your tech told us we had to tear the deck down and it didn't need to be torn down. We should be refunded for this mistake.

  Business Response

  Date: 06/30/2023

  We extend our sincerest apologies for the dissatisfaction you experienced during your recent service call, which was arranged through your home warranty company. When our technician visited your home on May 3rd, they identified a slab leak, a term used for a leaking pipe encased in concrete. Given that your home has a slab foundation, accessing the leak required removing a section of your kitchen floor. However, we understand that you expressed your preference to avoid any damage to the floor after learning about our proposed method of repair. In response, our technician suggested an alternative solution involving accessing the leak from outside the home, which might require removing part of the deck. However, we regret to inform you that this type of work is not within our scope of services, and as a result, we were unable to provide you with estimates or recommendations for the deck access.

  
  Following the submission of the slab leak to your home warranty company, they approved our proposed solution of performing a floor break to repair the pipe. On June 7th, 2023, you agreed to proceed with the floor break, which was estimated to not involve removing the deck, and you paid in full for the proposed repairs in advance.

  
  On the scheduled day for the repairs, our technicians discovered that you had already made arrangements with another company to remove and dispose of your deck. Additionally, you informed our technician that you had changed your mind and opted for pipe lining instead of the floor break. Unfortunately, pipe lining is not a service we offer. However, our technician recommended another company that could provide that specific service. As planned, our technicians proceeded with the stack replacement. They used a camera to locate the leak within your kitchen stack and replaced the old cast iron stack with a new PVC one. During this time, our technicians informed you that we would refund the amount allocated for the floor break since you decided not to proceed with that particular repair.

  
  Upon contacting our office and expressing your frustrations regarding the situation, we promptly processed a refund for you. We deeply regret any challenges you encountered throughout this process and want to assure you that providing exceptional service to all our customers is our top priority. However, since we were not responsible for the deck removal and have already refunded the full amount you paid, we regrettably cannot assist you in resolving the deck situation.

  
  If you encounter any further issues with the stack replacement we performed, please do not hesitate to contact your home warranty company for further assistance. They will be able to coordinate with us to address any concerns and ensure that we provide the necessary support to resolve the matter promptly.

  
  Once again, we apologize for any inconvenience caused and appreciate your understanding. Should you have any additional questions or require further clarification, please feel free to reach out to us.

  Customer Answer

  Date: 06/30/2023

  THIS IS NOT TRUE AT ALL WHY WOUID THE DECK BE TORN DONW IF YOU TECH HAD SAID IT  WAS UNSAFE TO WORK ON THE PLUMBING AND NO WORK ON THE DRAIN WAS OUT SIDE AND YOUR TECH DIDN'T RUN A CAMERA UNTIL IT WAS TORN DOWN

  Business Response

  Date: 07/10/2023

  Dear ******* and ******,

  We reiterate that at no time did the technician provide you with a scope of work that required you to remove your deck. It was suggested as a possible alternative only after you expressed your preference to avoid any damage to the floor upon learning about our proposed method of repair. Your decision not to proceed with the floor break repair, which involved breaking up and repairing the slab, led you to choose to have the pipe lined, a service we do not offer, with another company.

  Attached are two documents outlining the agreed-upon scope of work for both the floor break and the stack. The agreement for the stack was sent to you on May 19th, and you signed it on May 22nd at 11:09 AM. The agreement for the floor break was sent on May 31st and signed on June 1st at 10:35 AM. Nowhere in either of the signed agreements does it mention anything about your deck.

  It is explicitly stated in the signed contract, under the "Access to repairs" section, that "Budget is not responsible for making any repairs to wood, tile, fiberglass, plaster, marble, or drywall in the event that access is needed to make a repair or diagnose. It is not uncommon for items to chip, crack, or break during the access process. Homeowner will be responsible for all repairs. Budget is not liable for any damages if the Customer chooses to make their own access."

  We are once again very sorry to hear about your frustration with this situation, but your desired resolution for this complaint was a refund, and we have already refunded all the money that you had paid to us for your recent plumbing work. Regrettably, we are unable to provide further assistance with your deck.

  Customer Answer

  Date: 07/10/2023

  all i am saying that ******* said the deck had to come down because of lie ability  of work but the work was done on the inside in the kitchen and i don't have to pay extras to have deck taken down .i think we should be considered  a little for the deck that didnt have to come down at all i didnt state nothing ask ******* and the other person with  him and i am very bitter about this 

  Business Response

  Date: 07/13/2023

  Dear ******* and ******,

  We sincerely apologize for the dissatisfaction you have experienced. As we mentioned in our previous response and as documented in the scope of the work detailed in the contract that you signed, there was no requirement for you to remove your deck, nor did we agree to assist in its disassembly or reassembly. Regrettably, we are unable to offer any assistance in rebuilding your deck.
  
  We understand that you have requested a refund, and we want to assure you that we have already promptly processed your request. All the money you paid to us has been refunded in full to you. 
  
  Once again, we apologize for the inconvenience and disappointment caused. Our aim has always been to provide excellent customer service, and we regret that we fell short of your expectations in this instance. But once again we have already fulfilled your refund request and wish you all the best.

  Customer Answer

  Date: 07/18/2023

  JUST LIKE I SAID YOU AND YOUR TACH ARE LIEING  I KNOW YOU REFUNDED MY MAKE BUT HERE IS THE POINT OF WHAT BRANDO SAID THAT DECK HAD COME DOWN BECAUSE OF A HAZZARD TO WORK AND NONE OF THE WORK WAS DONE OUT SIDE BUT I AM NOT DONE WITH THIS 

• Initial Complaint

  Date:06/19/2023

  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.

  They have come out 3 times and still have not fixed the problem.We have gone 5 mnths without air.The ordered the wrong part that was already brand new in the unit.They said there was a leak and replaced the wrong part worst service I have ever had.aRge techs have no clue what there doing it’s a absolute joke.

  Business Response

  Date: 06/23/2023

  Hello ****,
  
  
  We are sorry  to hear you are unhappy with the service you have received with us in regards to your air conditioning unit.
  
  
  You first reached out to us on Thursday May 18th 2023 to report that you were having issues with your unit that was installed in 2017. Our office got you scheduled for a technician to come out Saturday May 20th. 
  
  
  The day of the service call, we reached out to let you know you were the next stop; however, you canceled the service saying that you had found someone to come out sooner to take a look at your unit and no longer needed service.
  
  
  You then called back on May 25th, to see if your unit was still under warranty. We informed you that your unit had a parts warranty, but there was no longer a labor warranty and a dispatch fee would be charged. You decided to try to reach out to the manufacturer directly to try and find the part that another company had advised you was wrong. Our office let you know that we could not go off of the diagnosis of another company and we would have to come out and make our own diagnosis of the issue before ordering any parts. 
  
  
  On May 30th, you called once again to schedule an appointment and informed us that you needed to set up that appointment for us to come out and make our own diagnosis. Our technician went out on June 1st and found that your condenser was not running. The technician charged you a $69 dispatch fee and put in a warranty parts claim for a fan motor to be replaced. We then returned to the home on June 15th after receiving the warranty parts from the manufacturer to install them and collected for labor of the warranty part swap.
  
  
  Once the parts were installed and the condenser came on, the technician attempted to cycle on your system and found that it would not come on due to it being out of refrigerant. After the tech provided you our price on adding refrigerant, you stated that you were going to contact the original company who had serviced your unit back in May and had added refrigerant to the system once already. 
  
  
  Then on June 16th, you called our office back to say that the previous company was back out at your home and they stated there was a leak in the system. We sent another technician back out to the home on June 17th to confirm the leak. We found that it was in fact leaking and submitted another warranty claim to your manufacturer for a warranty condenser. 
  
  
  We are working with the manufacturer to get a warranty condenser to us and we have discounted 100% of the labor charges you paid for the fan motor installation. However, since this is more labor intensive and refrigerant is not covered by the manufacturer’s warranty there were additional out of pockets. Since we were not the original company out there to add refrigerant to your system we were not able to discount that from the condenser coil installation. 
  
  
  You have since agreed to these terms and signed an electronic agreement to move forward with the replacement of the warranty condenser coil. We again apologize for any inconvenience this may have caused and are working with the manufacturer to get you an update on when we can get this part installed for you. As soon as we have it from the manufacturer, we can get you scheduled for an installation. 

• Initial Complaint

  Date:06/14/2023

  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.

  Here we go again ??????, Hasn’t even been fixed for a year and my 2 yr old A/C unit is broken…..for the FOURTH time. Took 2 weeks to get someone out to even diagnose the problem. Have to wait to make an appointment until after they get the part in which should “hopefully” be Friday…..3 weeks with no A/C….again, with a young child and disabled veteran with asthma in the house.
  Turns out it’s a manufacturing defect, 4th time was the charm I guess….a brand new system I paid over $6,000 for, the 4th time in a little over 2 years it has needed fixing because of a manufacturing defect…..and I was still charged a dispatch fee. I bought the unit February 2021 and my brand new system has been a paperweight for at least 2 1/2 months since it was installed. This is beyond ridiculous at this point, every time it breaks it takes weeks to get it fixed, I have never had this much of an issue with a brand new item before.

  Business Response

  Date: 06/20/2023

  Dear *****,

  We deeply regret and apologize for the significant inconvenience you have encountered with your air conditioning unit. We genuinely understand and empathize with the frustrations you have experienced, and we want to assure you that we are wholeheartedly committed to resolving the issue promptly and restoring your system to its proper functioning.
  
  In an effort to make amends, we have refunded the $69.00 dispatch fee you paid, which will be promptly returned to the original card used for payment. Additionally, we arranged for our installation team to be present yesterday to install your new system, without any extra charges to you. After the installation, everything was in working order and your home is once again cooling. 
  
  Once again, we sincerely apologize for the inconvenience caused and express our heartfelt gratitude for your patience throughout this unfortunate situation.

• Initial Complaint

  Date:03/14/2023

  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.

  The furnace wasn't installed correctly according to the *** ***** ****** ****** *****. For three years I have been losing air because something is not connected properly. I started with a leak in my flue and now it is building up condensation. I have three floors in my house and it's not venting out like it's supposed to.

  Business Response

  Date: 03/20/2023

  Hello *****,
  We are sorry to hear that you have been experiencing issues with your furnace. As a licensed and insured company, we must take all necessary steps to ensure that installations are done correctly and are up to code. This includes obtaining the proper permits, documenting all necessary information, and performing required tests to ensure that the system is operating correctly.
  
  It looks like when you had the inspection done, it failed due to 2023 inspection standards. Due to Covid-19, there was a pause on all inspections and it unfortunately created a back log and for this we apologize. 
  
  We have arranged to have our installation manager come out to your home to fix the failed inspection, at your earliest convenience. We are sorry for the inconvenience and will work with you to make sure your installation is able to pass inspection.

• Initial Complaint

  Date:02/28/2023

  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.

  My experience with company is below;
  
  I called Budget heating, cooling & plumbing to set up an appt for the next day to get HVAC unit fixed.
  The tech came out the next day, he said it was the circuit board needing replaced. He quoted me around $800 price to get this fixed. I approved and he replaced the circuit board, had one on the truck. I PAID $800*
  
  This repair did not fix the unit. He did some more testing & said it was the gas valve now. Quoting it another $800 to replace gas valve. I was amazed two parts could go out at same time, but he assured me the gas valve was bad. He said they will call next morning with firm estimate on part and ETA.
  
  Did not hear from them by noon next day,
  
  So I had the gas valve replaced. Which again, did not solve the issue.
  
  I called Budget back & told them what I did, Budget resent a technician out, the tech confirmed that the wrong circuit board was installed.
  
  The tech said he’d relay this information & they’d get back to me first thing in morning. I asked for mngrs info & he gave the name ****.
  I called all morning for **** & every time an excuse was given & I never received a call back from ****.
  
  Finally, a lady called back who said she was the ****** *******, saying it would be another $500 to come out & replace the right circuit board. She said she was the *******.
  
  This was unacceptable as I already paid the original $900 for circuit board & now they are wanting to charge again because the tech put the wrong one in? They should’ve came out free of charge since their tech put the wrong part in. This wasn’t my fault.
  ** Not to mention it was freezing temps the current week & due to their techs mistake I was going to be without heat in -10 degree temps **
  
  I reached out to new company, who repaired it, paying again for something I already paid for.
  
  I verbally expressed my frustration with ****** ******* & didn’t receive any refund for the part I purchased that was incorrect or call. I would like a refund.

  Business Response

  Date: 03/02/2023

  Hello *******, we are sorry to hear about your recent experience with our company. We understand your frustration with the issue you encountered with your furnace, and we apologize for any inconvenience this may have caused you.
  We take all customer feedback seriously and appreciate the opportunity to address your concerns. Upon our technician's visit, we found that the control board had failed and our technician replaced it with a universal board. However, the furnace was still not operating properly, and upon further diagnosis, our technician found that the gas valve was also bad which we replaced as well. 

  
  You reached out again to let us know something was still not operating correctly with the furnace and we sent out one of our lead technicians to review the issue. He found that your furnace needed a board from the manufacturer, not a universal board. We agreed to apply what you had already spent on the universal board towards the price difference of the new board, but we understand that this did not meet your expectations.

  
  Our ****** ******* followed up with you and let you know that we could refund the cost of the universal board, but we would need to send someone out there to collect it. We did try and follow up with you, but were unsuccessful at reaching you. 

  
  We will happily still honor this agreement and send someone out to pick up the incompatible control board and process your refund for the cost of the board. If you no longer have the board, we can refund you for everything but the cost of the board. Please give us a call at ************ so we may initiate that process.

• Initial Complaint

  Date:01/26/2023

  Type:Order 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.

  We were serviced by ****** who came out to my home on Jan 9 and I was under the impression they we would pay $69 They installed the water heater in my home but when he got here he told me there would be an additional 170 to repair our heater. I told him I did not need the service and he just stood there staring at me. I told him I thought the price was $69. He said ok well I will go ahead and do it for less than $100. He came back up in 15 minutes and left. So he still came back and said the exact same price. He then told his supervisor he was there longer than the 15 minutes I know he was there. The woman who claimed was extremely rude.

  Business Response

  Date: 02/01/2023

  Hello ******** we are sorry to hear that you were not satisfied with your service experience. 

  
  To be as thorough as possible, we have reviewed your account and found that your water heater was installed through your home warranty in November of 2021. When we came to your home on January 9th for your home's furnace, it was not through the home warranty company.  

  
  We always provide the following information over the phone to our customers; it is a $69 dispatch fee to get us to door and once on site, our technician will diagnose and provide exact pricing after looking at the issue. This was communicated on the phone and was confirmed by our service technician. Our technician was at the home for almost an hour and found that your system's problem was caused by a dirty flame sensor. A dirty flame sensor commonly results in failure due to lack of maintenance on the equipment. You were charged a total $248, $179 for the labor to diagnose and clean the flame sensor plus the $69 dispatch fee. The technician then provided you an estimate for a maintenance plan for the unit.

  
  If you have any questions regarding any of this information, please don’t hesitate to reach out to us at ************* Thank you. 

• Initial Complaint

  Date:01/03/2023

  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.

  This business came to my home, referred through my home warranty company ***, on Dec 28, 2022 to look at my gas furnace, which stopped working and was no longer heating my house. I was told I needed a new inductor and it would take 1-2 days for them to get the part in. I was told by **** on Dec 29 and ***** on Dec 30, that the part was ordered and once it arrived I would be contacted to schedule a follow up appointment to replace the part. On Jan 2, 2023 I called *** and asked them about the status of the part. They called Budget and was told that the part was not ordered because the place was closed that they needed to order from. On Jan 3, 2023 I called and spoke to **** and asked to speak to a manager and I did not receive a call back from anyone. Why would they lie and say the part was ordered and it really wasn't? Tomorrow will be a week since they looked and my furnace and I still have no idea on what is going on. Someone clearly dropped the ball. This company obviously doesn't care about their customers and they need to quit lying to their customers.

  Business Response

  Date: 01/06/2023

  Hello *********,
  
  
  We are sorry to hear you are unhappy with the service you have received. When the tech went to your home on December 28th he found that you needed a draft inducer motor replacement. The part was ordered the next day on December 29th and we were told it would arrive in 1-2 business days. However due to it being a holiday weekend, the supply houses were closed Friday December 30th - Monday January 1st. So the first business day for the part to be processed was Tuesday January 2nd. Your part arrived late in the day on January 3rd and we were out the next day January 4th to install.
  
  
  We are sorry for the inconvenience and any confusion when talking to our customer service representatives or that the holiday hours caused.