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:03/11/2024

  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.

  Your company cost us over $2800 to repair the work you screwed up on our sewer pump. We had to hire a new plumber and electrician to FIX the work your company messed up!

  

  Business Response

  Date: 04/05/2024

  To the BBB,

  Yes, we installed a pump system for the ****** ** *** who wrote this BBB complaint.  After a couple of trips, we resolved the original complaint. 

  Later, much later they called again about something else concerning the pump system we installed.   We sent my Operation Manager (OM) the same day, while my company was there, *** ** ****** told my (OM) what was going on and added the resent problem was with the circuit breaker that tripped after getting hit a lightning.  When one of them re tripped the breaker, they saw fire and sparks come out from around the breaker.  At that point on July 13, 2023, we called an electrician, a pumping truck and I think my (OM) stayed and corrected the lightning strike issue.  According to my knowledge everything was good to go.  We sent ****** *** *** the bill for what we did that day.  We never heard another word from them.  They never called us back or even attempted to paid that bill we sent for the pumper truck and the electrician.  After many attempts from that day on July 13th 2023 we sent them a letter letting them know that we were going to send their bill to collections.  Then, the next day one of them sent this compliant to the BBB.  My operations manager called them to find out why the negative complaint.  They told him they would go ahead and the complaint and reviews and pay their long over due bill (and the next day they did pay in full).  They never removed this complaint or any of the reviews.

  This is why I am just now replying to this complaint to the BBB.  I thought this matter was resolved.

  Thanks,

  Ken 

  Customer Answer

  Date: 04/12/2024

  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. 
  
  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  
  
  Regards,
  
  
  
  ****** ****

  Ken’s
  Plumbing Compliant
  The members of Ken’s
  Plumbing did install a commercial grade sewage treatment pump system at our
  home which the organization had to hire a third-party electrician who had no
  previous experience with the type of system that Kens Plumbing installed.  The time frame in which the author of the
  reply which I am replying to is not being completely honest about how many
  times they have had to visit our home from the time of installation of 2022 until
  the present date.  My spouse ****** is
  the **** ********* ** ***** ******** which he travels all over the USA for work
  and I work from home and in college full-time.  I had the opportunity to overhear the conversation
  of the third-party electrician, explained what Kens Plumbing needed to do
  versus what they did not do to correct the very costly mistake of not
  installing the sewage breaker system correctly. 
  I startled them all because I was standing on the deck above them as the
  electrician explained the problems, they created which the owner Ken said this electrical
  installation error and the sewage pump draining would be taken care of ASAP at
  no cost to us.  In short, I was unaware
  that the option that was chosen by Ken’s Plumbing would cost us even more money
  to have repaired.  We had to hire a
  certified electrician and in the current stage of hiring a competent sewage
  company to correct the sewage issues caused by this faulty $6,800 installation
  by Kens Pluming, which we now have to invest more than $2,800 to repair the issues
  that we tried to address with Kens Plumbing. 
  I have saved text messages and have tried to get someone on the phone to
  address these problems, but all the office manager wanted was additional money
  for pumping the sewage system due to their negligence to install the system
  correctly the first time at our home.  I
  spoke with my spouse, and he was pretty upset that this organization would tell
  this lie of getting hit by lighting and is grounds for a small claims suite in
  the making for slanderous defamation of factual information exchanged.   It looks like the organization has goggled
  lighting strikes within this area, but I assure you that we did not receive any
  harm from a lightning strike, because with me working from home and all of the electronics
  and 10 outdoor security cameras we have in our home and my office window has a 180-degree
  view of the electrical boxes and back yar and carport.  The complaint is based on what Kens Plumbing
  did not do correctly and that cost us tons of money to get repaired.  We have used this organization numerous times
  and have had minor issues that they did correct, that is why we chose to use
  this organization when sewer pump issues began. 
  The lady in the office decided to scream and raise her voice at me after
  I just simply asked her to get the technicians to come out and repair the issues
  we discovered when the electrical post outside my office exploded like gunfire.  You can ask the lady in the office; we have
  always paid our bills in full at the time of service with no delay in
  payment.  We have paid Ken’s plumbing
  over the years well over $10,000 for service and product up front because we
  trusted them.  That trust has now been broken
  and we seek reimbursement for the electrician and further sewage pump issues
  caused by their lack of knowledge on the first time out to our home.  

  

  Business Response

  Date: 04/29/2024

  Dear BBB,

  These are the words of my Operation Manager, Craig B***** who was in the presents of the home owner when making the following statements.

  We did replace a commercial grade sewer lift station.  During the installation we damaged the system that we provided to install.  Once we realized we damaged the control panel we ordered a new control panel.  At no time did we attemp to hide this fact from the client. It took several days for the new parts to arrive due to the rarity of this system.  During this time we constantly monitored their system and manually activated the pump ifto out clients in service.  This of course was no additional charge to our clients.  Upon arrival of the new panel we acquired the services of a licensed master electrician to perform the work, once the electrician reviewed instructions the install went well.  about 7 to 8 months went by with zero issues until we received a call from ***** and was informed of lightening strike close by. Then the owner stated that he attempted to reset the breaker and told us "sparks went everywhere".  Even one of our other technicians heard this statement..  At this point we called in the original electrician and a pumping company to pump the tank.  Once the electrician checked out everything and found there was nothing wrong.

  6 months passed without the bill being paid.  We sent a letter informing them we were sending this bill to collections.  This is when the derogatory posts began to appear.  Craig personally spoke to ****** on the phone and admitted there was no $2,800 .00 cost to repair our work.  He then stated that he would pay the bill and he did exactly that.

  In regards to *** **** comments about contacting us is not at all accurate, we answered each and every call and responded in a timely fashion to accommodate their needs. 

  Thank you,

  Craig B***** and Ken F*******. 

  Customer Answer

  Date: 05/21/2024

  Better Business Bureau,
  
  
  
  Thank you for the offer to have my complaint hear by an Arbitrator, but at this time I do not wish to pursue this option.
  
  
  
  Regards,
  
  
  
  ****** ****