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:04/14/2023

  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.

  I had severe issues with the delivery and installation of several appliances I purchased from ****’s and installed by contractors. In total, the price of the appliances purchased came out to close to $6,000. It has been a **** experience.
  
  I had numerous extra appointments because the installers forgot things. In the 1st incident, the installers forgot to hook up the water to my washer (I purchased installation for all items). Then I had to have more folks come out to hook up the water. Around that time, other installers hooked up my dishwasher and now my garbage disposal doesn’t (connected electrical line).
  
  Later on, I realized my new dryer wasn’t running hot. I contacted ****s and more installers came out.
  
  The new installers let me know that the gas pipe had been leaking from the first install being faulty. So I had been inhaling that gas for weeks until they fixed it.
  
  I had been having headaches and dizziness for several weeks (after my gas stove was installed). At this point, I shut off the gas valve to my gas oven myself and all of my symptoms resolved. I contacted Texas gas and they confirmed a gas leak and attempted to fix it.
  
  I contacted ****s in February and made an appointment but no contractors came out to check it.
  
  I was inhaling toxic fumes for about a month. This situation with the faulty installations was dangerous and potentially fatal so I reached out to ****’s and was connected with UST/98 ventures. A claim was opened months ago but now I am getting no response even after submitting photos & details. I have called and emailed respectfully numerous times but am ignored.
  
  I do feel I should be compensated for this, it has been an ongoing issue for almost 3 months now since I ordered my appliances. I don’t feel safe in my own home and even had to contact the fire department. I still cannot use my gas range and have PTSD from the 2 gas leaks. I later found out that apparently the contractors are not even certified to install gas appliances.

  Customer Answer

  Date: 04/18/2023

  They offered $150 in response to everything.

  
  

  I am not accepting because the offer does not match the grievances at all. I still don’t have an oven that is safe to operate and had 2 gas leaks that caused me breathing problems for a month and interfered with my day to day. It also took 3 months and many trips to get everything delivered. They also have seemingly damaged the line to my garbage disposal while installing my dishwasher.

  
  

  Both gas leaks were confirmed. The first by more contractors who came out to fix it and the second by Texas gas who had to come out due to the risk.

  
  

  **** 

  

  Business Response

  Date: 04/18/2023

  Hello.

  Thanks for your reply. We apologize for any grievances caused that may have been caused by the delivery.

  Do you have a receipt or estimate for the disposal charges? please send it to us for review. 

  If Texas Gas fixed your leak and you feel it is unsafe, you should call them back out to fix it and verify it is safe. 

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  

  Texas Gas will not come back out and asked me to get ****** contractors back out to ensure it is okay. They only make house calls when it is an immediate threat/emergency.

  Overall, I understand that it is unlikely I will receive the necessary compensation.

  I want to make sure that people don’t die from toxic fumes/ gas poisoning because of the corner cutting happening. Installers need to be gas certified. Had I not taken matters into my own hands after seeing my oxygen levels decreasing on my pulse oximeter day by day, I could have died. 
  

  I understand all businesses need to make money but please do better. People need to know the risks of getting installation done by ****** and their contractors before they pay money for it.

  
  
  Regards,
  **** 

• Initial Complaint

  Date:03/03/2023

  Type:Delivery 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.

  Around 2/22/23, UST made a delivery of washer & dryer pedestals from a purchase i made through *****. During this delivery, they damaged my BRAND NEW ** Dryer by dragging the front of it across the pedestal. This resulted in a 10" long scratch down the front of the dryer. They also managed to dent and scratch the side of the dryer. I've made multiple phone calls to UST & to ***** for resolution and no one will return my call to discuss this matter further.
  
  Their driver took pictures and documented their damage once it occurred.
  
  
  Thank you,
  *******

  

  Business Response

  Date: 03/03/2023

  Thank you for your feedback.

  It appears someone has reached out to you regarding this issue today. It appears it is being moved to the correct team for handling. 

• Initial Complaint

  Date:02/06/2023

  Type:Delivery 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.

  Had a ***** Delivery on 20 January 2023 where my home and appliances were both damaged. I had a property insurance claim that was sent to UST I provided pictures and details. I was told on January 27th 2023 that “I will now move your claim forward to be assigned, and you should anticipate contact from your claims specialist within 3 (three) business days.” After the 3 business days I have sent numerous emails and left numerous voice calls for my Intake Specialist, with no response. I also tried to contact UST directly where I left 2 voicemails with no response.

  

  Business Response

  Date: 02/10/2023

  Hello there. Thank you for your feedback.

  Contact has been made, and the claim is in final stages now. You should get another response on that soon. 

  Customer Answer

  Date: 02/10/2023

  Better Business Bureau,
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:01/24/2023

  Type:Delivery 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.

  On December 20th UST(98 Ventures) delivered appliances on behalf of *****. Upon leaving the property 2 construction workers who were in my home heard a loud crash and ran to the door and saw that my fence gate was torn apart and the drivers were pulling away from the accident. I filed a claim with UST for damages and they have denied the claim. They state my construction workers didn't actually see the event happen and therefore are denying the claim. This is dishonesty at its best. Its a shame a company cant do the right thing!

  

  Business Response

  Date: 02/10/2023

  Hello thank you for your feedback.

  This claim was denied because while the photos show damage they do not show anything actually hitting it. the truck that was present for the delivery has no damage to it.

  We would be happy to look at any additional  information that you may have that may have bearing on the outcome of this claim. 

  Customer Answer

  Date: 02/11/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  

  This reply from UST is unacceptable. When speaking with the representatives I explained in detail the events that occurred.  I have 2 people that were on site that heard a loud crackling noise.  They immediately ran to the window to see the fence gate destroyed, and the delivery truck leaving.  I wouldn't expect the delivery truck to have any damage considering a several thousand pound truck against a vinyl fence gate.  The reply from the delivery company is hair splitting so they can share no responsibility in my damaged fence gate. 
  
  
  
  Regards,
  
  
  
  ******* *****

  

  Business Response

  Date: 03/10/2023

  Thank you for the feedback.

  As previously mentioned we are more than happy to look at any additional documentation you may have. We can have the submission re-looked at from a management level but does not guarantee a different outcome. 

  If you have any additional documents that can help us please send them over. 

  Customer Answer

  Date: 03/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  There's no other information I can provide.  Your delivery truck upon leaving my property destroyed my fence gate.  I have two people that heard the noise of viny fencing being destroyed and saw the truck drive off.  I have previously submitted pictures of the damage an an estimate to repair.  Its disturbing that your business is denying this claim.  
  
  
  
  Regards,
  
  
  
  ******* *****

  

  Business Response

  Date: 03/15/2023

  Thank you for you response

  Currently without further proof the denial stands, all we have is a picture of a broken gate. While that does show something happened, it does not prove what did it. Do you have the witnesses that saw this contact information. 

  Customer Answer

  Date: 03/16/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  

  I do...Here is the contractors name and number that was onsite...Call him and he will give testimony to what he saw and heard...  *** ********************   The other gentleman that was there was his father...I assure you, his testimony is the same,  as I spoke with both immediately after this happened.  
  
  
  
  Regards,
  
  
  
  ******* *****

  

  Business Response

  Date: 03/17/2023

  Thank you.

  The management team will review it.  It does not guarantee a reversal of the decision however. But it does mean it will get another review. 

  

  Business Response

  Date: 04/03/2023

  This went under leadership review. There is no conclusive evidence that a delivery truck struck the gate. There is evidence of damage, but no way of telling the object that actually struck the gate. With that said we would be willing to extend in good faith 200.00 for inconvenience. 

  Customer Answer

  Date: 04/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  Would you consider $500?  $500 would be approximately 1/3 of the damage!
  
  
  
  Regards,
  
  
  
  ******* *****

  

  Business Response

  Date: 04/03/2023

  I will consider 500. Look for a settlement to be issues soon. 

  Customer Answer

  Date: 04/04/2023

  Better Business Bureau,
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:12/27/2022

  Type:Delivery 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 delivered to my neighbors house and on their way to his house they ran over all my landscaping, flowers, sidewalk and bricks. Then on there way out they drove up on my bank and landscaping kept spinning until it dug down at least a foot to a foot and a half. I finally figured out who it was and contacted the company. The company sent the claim over to 98 ventures and after me submitting ring footage of this happening along with photos they send me a email saying it was a denied. Clearly I have footage and would be happy to send the footage and pictures to you all or any one else. This is not right especially when you have proof and get denied. Also we have a trash truck that comes every week that is twice as big as there truck. If they thought they couldn't make it then they should have not went on down the road. All I asked them to do is fix what they tore up or reimburse me so I can fix it. This absolutely is not right and I'm not going to let them run over me.

  

  Business Response

  Date: 01/18/2023

  January 18, 2023
  

   

  RE: BBB Complaint# ********
  

  
  To Whom It May Concern,

  
  
  The claims specialist investigating the claim has been communicating
  with the claimant and a settlement offer has been made.  The claimant has until 1/24/23 to accept the offer after which time the offer will be revoked. 

   

  Please continue to communicate with the claims specialist for further assistance.
  

  
  Sincerely,

   

  UST Claims

  Customer Answer

  Date: 01/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  Regards,
  
  
  ****** ****** 

  They sent me a offer for 150 dollars my plants that got ran over cost about that. Plus I would have to pay someone to come out and fix the hole they spun up on my bank and replace the dirt in the spots they ran over my landscaping and sunk it in the ground. Also what about the stuff that got broke. All this stuff adds up and anyone knows just to have someone come out it's going to cost way more than that. I'm asking that they consider the price I'll have to pay someone to come out plus the materials of everything. I don't know where they got there price from but that's not what it will cost to fix. 

  

  Business Response

  Date: 02/09/2023

  To whom it may concern,

   

  UST is reviewing the matter further and we are set to review estimates as they are provided. A notice to provide estimates for review was issued on Monday following a discussion on current state of the claim. Estimates will be reviewed upon receipt, and further communication will occur following. 

  Customer Answer

  Date: 02/09/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  They are wanting me to call and have people come out and do a estimate on fixing my property they tore up. Everyone I've called so far wants to charge to come out. I don't understand why I'm the one calling trying to get a estimate whenever they should be the ones doing this. I told the lady a rough estimate for what I thought it would cost to fix it and she came back with a offer no where close to what it would be. This has been going on for quite some time now and I just want it resolved. I shouldn't have to keep going back and forth with them. Could someone at the BBB please reach out to me on how I would proceed with small claims court if this cannot be resolved. Sorry but I just can't take a offer that feels like I'm getting ran over. I even sent more pictures with measurements and what stuff I had in the front of where they destroyed. 
  
  Regards,
  
  
  
  ****** ******

  

  Business Response

  Date: 02/13/2023

  Hello there.

  Thank you for the feedback. 

  We are not an insurance company so we do not employ adjusters to go out to make estimates. We are willing to look at any estimates provided to us though, and if you have some we will certainly take them under consideration. 

• Initial Complaint

  Date:11/09/2022

  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.

  Delivery is a 3rd party to ***** and stole my existing refrigerator which should have been left in the garage. they could not locate the item in their warehouse on the next morning and several attempts and complaints have led me to no resolve at this point. This company has a very poor review, and I am more disappointed but not surprised who ***** contracts to do business with.

  

  Business Response

  Date: 01/20/2023

  To whom it may concern, 

   

  UST respectfully stands by the determination offered with the support of ****'s. This case remains closed. 

• Initial Complaint

  Date:11/02/2022

  Type:Delivery 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.

  On September 3rd, a delivery team from a company ****** ********* contracts with, attempted to delivery a heavy, marble table top at our home. The team had a very difficult time handling the top and attempted to move the top down a winding stairway to our basement. After my husband witnessed the damage they were doing to our freshly painted walls and ceiling, he instructed them to stop and remove the top. Damage was reported immediately, and we were told we had to file our claim and work with a company titled 98 Ventures. After submitting photos, we were offered $78, after submitting one estimate totalling $700, from the contractor who painted this entire area the second week of August, our offer was increased to $200. We then submitted a second estimate from another contractor, again over $700, and our "final" offer now stands at $350. Repeated attempts to correspond with 98 Ventures and seek monies to cover our repair costs have gone unanswered in a timely manner, if at all. As the homeowner, I should not be required to have out of pocket expense to repair damage done by UST (the delivery team) who is represented by 98 Ventures.

  

  Business Response

  Date: 11/28/2022

  To whom it may concern

  This matter was resolved in the full amount of $700 requested on November 3rd, 2022. UST's file is resolved at this time. 

  Sincerely,

  -Lacrisha H*******