ComplaintsforABC Home & Commercial Services

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We decided to purchase a Rodent and Wildlife service program from **** Part of the service included sealing open areas on the roof of our home. On 08/15/2022 *** Home and Commercial did an initial inspection which showed no condusive conditons. Our roof is a roll tile roof. The *** representative told us that if there was any issues they would not get on the roof. Indicating there we not issues *** moved forward with the service. While on the roof the *** technician broke numerous tiles on the roof ,but told us the breakage was minor. Afte the technicianl left we noticed some tiles out of place. We had a roofer that we have previously uses come out take pictures of the damage tiles, left behind work materials and shoddy repair work. These were sent them to **** We attempted to set up a time with *** to come out to inspect. However the only day *** could come back to our property fell on a day when we were leaving the country on a three week vacation. *** being aware of this scehduled a time to come back out upon our return. Due to adverse weather we had our roofer repair the tiles before we left on our vacation. Our roofer had to use all the tiles we had in our inventory plus purchased addtional tiles. Upon returning we met with *** supervisor ***** acknowledge the problem, admitted that the technician did poor work and broke tiles. A week later we got a call from ***************** informing us that they would not refund or pay for any of the costs because they were not able to inspect the roof and damages back on 09/09/2022. *** knew of our siutation before we left on vacation. Finally, on 10/28/2022 *** offered to credit the cost of the service back to our account to use for future services. He did not offer a full refund or to cover any costs associated with labor and tile damage repairs. They also promised us something would be sent in writing, as well as the issue be escalate to upper management. To date *** has done nothing to resolve the issue.

  

  Business response

  11/23/2022

  Thanks for being an *** customer and we're happy to get the matter resolved.

  To that end, we've issued two checks to the customer already and they total $1210.24. We will also issue another check for $464.76 and that will reflect the balance of the full dollar amount requested - $1675. 

• Initial Complaint

  11/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unfortunately, I do not have exact date but, early summer I hired *************************************** ** for HVAC review. Technician said refrigerant needed at $200. I rejected purchase. Thereafter, I arranged a different HVAC company who confirmed the unit works perfectly fine. No suggestion for refrigerant. In the interim, *** Home began billing me (by email) $13.50 monthly for an annual maintenance contract of which I never agreed. On, Oct 12, I contacted ***, spoke to ******** who said though I'd paid $51 for service fee, I owed $50. She proceeded to intimidate me that the difference would be deducted from my pest control payments of which I have a bi-mthly service. I explained this is entirely unfair and was quite upset after the call. I asked her to stop invoices, emails and I do not want to speak further to ***. The next day I received a call from a manager wanting to discuss the matter and asking I return the call which I did not.I am a senior citizen, female, self-supporting who still works and money is tight. Health issues are impending and *** is causing me much anxiety by badgering me. I feel so harassed and yesterday I received a bill for $94.48 with no explanation what it represents. They have done nothing for them to bill me. Its like they are now tacking on dollars to billing me for whatever their reason. I have excellent credit and now I worry they are going to intentionally destroy it. I do not know how more to emphasize that I never agreed to a maintenance program for HVAC.Please help me stop them from pursuing me and harassing me for a service and a balance I never agreed to. They are a big institution and I do not have the capability to dispute them on my own. They are strong-arming me. As a note, in two years I've never had a problem with *** pest control service. But, if I must seek elsewhere to disconnect from ***, I will do so. Greatly appreciate assistance with this matter. Acct #********

  

  Business response

  11/11/2022

  In order to quickly and easily resolve the customer's complaint, all of the money the customer agreed to pay (in writing) for the maintenance agreement has been refunded to her. The ** tune-up she originally requested has been fully performed, and she was not charged for that. At this point, the customer is out no money AND been given a free tune-up in the process. We stand behind the actions of our employees and believe we have done all we can do to resolve the issue the customer believed existed.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  *** cancelled my home pest control service because, as they told me, they were unable to perform the last service as I was not home when they planned an uncoordinated service call. They will not make an appointment anymore, they send an email that says when they will be there and you can take it or leave it. In the summertime I often delete emails from advertisers and/or they go to junk mail and are not seen. Until this summer we were living in a second home 4 months out of the year and unable for them to come. Now they say that due to the price of product the cost of "restarting a program" for my home is too high. This sounds like a very poor business practice. I know I can easily find a new provider but this seems a very strange customer service approach.

  Customer response

  10/31/2022

  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

  10/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The company, overbilled me. I cancelled the service on 10/4. I was told I didn't have a balance. Yet, today 10/25 my credit card got charged. I didn't authorize this charge.

  

  Business response

  10/26/2022

  Customer was on an every-other-month pest control service.

  Customer was notified via email on 9/20 and 9/30 that we would be at his home on 10/4 to perform his next service.

  On 10/4, Technician notified customer we were on the way to his home, and sent paperwork to customer when he completed the work at 1:54pm. At 2pm that day, customer called to cancel service, which we did.

   Credit card payment processed on 10/25 was for the October 4th service that was performed, as per standing "auto-charge" agreement. It is our view, there is no money to be refunded because service was rendered.

  Customer response

  10/27/2022

  Complaint: 18314149
  
  I am rejecting this response because:

   

  I have paid ahead in services, not behind. Looking at my bills I paid upfront before services would start not after the services already started. So, no that's not accurate. I informed *** of the canceling of services and they told me I didn't have a balance. 
  
  Regards,
  
  *******************

  

  Business response

  10/31/2022

  Thanks for speaking to our billing representative and we're happy we could reach a satisfactory resolution.

  Customer response

  10/31/2022

  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.

   

  I did in fact, receive a call from the business on this matter. The bank confirms and I see online via the portal, the amount agreed upon to be refunded has been refunded. 
  
  Regards,
  
  *******************

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired *** to install the required components in our offices to add a Kitchen to the ****** City Standards. They were hired based on experience and knowledge on how to complete this task in a timely manner and correct. Both which they further explained when trying to earn the business. 1. They did not connect the correct pipes for the plumbing for appliances and sink 2. They called in the wrong inspections to the city which caused incorrect inspectors to come on sight multiple times. The inspectors got on the phone with *** while standing next to me to explain what they had to do to pass and they ignored it. 3. They cut out over 15 foot by 4 foot holes in my walls (Without telling me this was what would occur) They tried to bill be $3k + to fix them. 4. Did not submit the correct drawing to the city so we could get proper inspection 5. Did not come to fix their mistake and add a duct to the system for exhaust so we could get approved 6. Did not communicate with us and did not respond to calls and emails trying to get them to finish the job 7. It has now been 3 months and I still have two 15ft by 3ft holes in my walls and no approval to finish kitchen

  

  Business response

  09/06/2022

  This is an amazingly complex case, and it did begin with a mistake by the original *** plumber. It has then been greatly amplified by requirements of the ************** plumbing code, and the permitting folks within the City. However, the original mistake is not what is currently causing the inability of *** to complete the job.

  
  Background: The customer originally called to have a sink installed and attached to a wall that had no sink or any existing plumbing. The *** plumber went out, met with the customer, and detailed all necessary parts and supplies to complete the job. Because the space is a commercial business,the plumbing work is subject to the ************** commercial plumbing code.Part of the permitting process requires a drawing and list of the work to be performed. This is where *** made its mistake. The plumber applied for the permit and didnt list the sink within the scope of work. If he had, the City would have been aware of the need for venting for the sinks drain line and ***, the City and the customer could have worked through the particulars of the venting. Its the venting thats at the crux of ***s ability to complete the job. Venting is simply allowing air to escape pipes which are having water poured or drained into them. Venting does NOT mean the release of water or fluids into a space.

  
  The City has suggested cutting into the ceiling to run an existing vent pipe. Thats a possibility, but it requires access to someones already existing vent. It also requires going thru the roof/floor of the tenant above, and someone will have to secure their permission. Plumbing code says the tenant can decline they cant be compelled to allow demolition and construction in their space. Thus far, thats the Citys only solution to the issue.
  ***s original plan was to use a device which is commonly used (an AAV) that essentially allows the venting to occur up into empty space in a ceiling. Again, were talking about air, not water. While this is a common solution to this common problem (including in buildings all over ******), the City is declining the solution and not providing an alternative. It is the plan to use an AAV that we proposed and had made plans for.
  Additional background: The City grants plumbing variances frequently. Very frequently. Having plumbing code and a business owners plumbing need intersect (like placing a sink where nones ever existed) is common. Until the City grants the variance or explains what alternatives they see (and havent shared already) were in limbo.

  
  Its worth noting that were not going to bill for the work performed or the supplies that have been delivered and installed on site. Were also prepared to complete the job at no charge when the City allows it. The sink, fixtures, water heater and pipe is all there and is valued at around $3000 and are the customers to keep at no charge. The labor thus far is also several thousand, and we would not bill for that or whatever is required labor-wise to finish.
  Yes, there are holes in the wallboard, but thats the only way to get the venting pipe into the wall. The customer declined having the pipes on the outside of the wall because of cabinets they said they were going to install. Again, we would or will close the wallboard back up at no charge to the customer if they desire. The customer is also invited to find another plumber to complete the task, but they will run into the same dilemma: the City needing to approve a variance to the code or offer a solution. If the customer can secure the permission of the upstairs tenant, then tying into any existing vents they may have, is also an option and appears to be in line with the only method the City will currently discuss. *** plumbers have made 9 trips to the location and *** is definitely losing money on this project but will gladly see it thru til the end at no charge to the customer if anyone can suggest a way to do so.
  We certainly apologize for the difficulties to the customer,but when the City is involved, we nor the customer control the ultimate outcome.

  Customer response

  09/07/2022

  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

  08/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The work happened between Dec. 2020 and Spring of 2021 they had to prepare the beds for planting and that required removal of the red tips and the stumps. They will have to either reimburse me the money so I can have the Japanese Blueberry trees removed including the stumps or they can remove the stumps and the trees themselves.I sent them a letter dated May 22, 2022 with photos and they have not responded. We had multiple landscaping projects with *** and we are not happy with any of it but the trees are our biggest concern since there expert arborist was completely negligent and incompetent.

  

  Business response

  08/16/2022

  Thanks for the inquiry.

  We performed this work in March & April of 2021.  At that time, plants & supplies were in short supply because of the historic freeze in February.  The freeze impacted nurseries and plant inventories for months. We informed the customer some of the plants were smaller than normal size due to the freeze and some were not available at all.  We credited the items in the proposal for plants we could not obtain.  At the time of plant selection and planting, the customer was happy with the Japanese Blueberry.  Additionally, we replaced some of the plants the customer did not like with other plants she liked and approved. We also gave the customer another credit "for customer satisfaction" of more than $400. In September of 2021, the customer made the final payment for all the landscape work.

  Our warranty for all landscape work like this is 90 days. We in effect, guarantee the initial planning of plants for the time it takes them to become established. We replace plants when the customer lets us know of problems, within the ********************************* service in the world,theres a point at which we dont control what happens. Weather events, a customers care of the landscaping, destructive animals or insects, acts of God, etc., all come into play and we cant warranty plants and their care forever. There has to be the end of any warranty period.
  

  In May or June of 2022, the customer contacted us and demanded a full refund for the work because she was having problems with the Japanese Blueberry after the freeze of early 2022. Additionally, we have no idea about watering, general care, other environment elements that *** play a role in any plants survival after almost a year in the ground. For those reasons and because our contracts clearly state we are not responsible acts of God, we will decline the customers request for additional reimbursement and stand by the services we have delivered.

  Customer response

  08/17/2022

  Complaint: ********
  
  
  I am rejecting this response because: *** obviously did not read the complaint nor did the review my information attached in the complain. Japanese Blueberry trees will never thrive in soil that sits on top of limestone. The town where I live sits on top of limestone. This is not an act of God, a maintenance issue etc. This is a failure of ***'s landscape decision to recommend trees that will never thrive where I live. Your company was beyond negligent and your arborist was incompetent. This had nothing what so ever to do with care of the trees
  Do your research - I certainly have.
  
  
  Disgruntled,
  
  
  ***************************

  

  Business response

  08/24/2022

  This plant is commonly sold and used in *************. Below is ***** A&M site listing this plant as suitable for the soil type (alkaline) and the **** hardiness zone. 

  http://ekps.********/details?id=118

   

  Customer response

  08/24/2022

  Complaint: 17694501
  
  I am rejecting this response because: your company recommended a tree on my property that sits in top of limestone.  Your arborist never bothered to test the ph of my soil to determine if trees that really prefer more acidic soil would work.  Your company supposedly are experts and either with a bit of research or simply suggesting trees that you knew thrived in ******** would have saved all these problems.  These trees do well in ******* not ******** go talk to ******************** as they know what they are doing.  I've talked with other arborists as well.  Your arborist made a big mistake  and you know it as well.
  
  Regards,
  
  ***************************

  Customer response

  08/29/2022

  I am rejecting this response because: your company recommended a tree on my property that sits in top of limestone.  Your arborist never bothered to test the ph of my soil to determine if trees that really prefer more acidic soil would work.  Your company supposedly are experts and either with a bit of research or simply suggesting trees that you knew thrived in ******** would have saved all these problems.  These trees do well in ******* not ******** go talk to ******************** as they know what they are doing.  I've talked with other arborists as well.  Your arborist made a big mistake  and you know it as well.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ******************************* **** division was scheduled to come out to the above property, as part of a real estate transaction. We requested an inspection of the a/c system, in addition to repair of damaged ducting. At the time of the appointment we presented a copy of the home inspection showing what ducting repair we wanted completed. The **** rep conducted the testing, made recommendations for repair, which we had completed. I also requested pics of the repairs in the attic, I was told this wasn't possible, which rang a little odd being that an Ipad is used throughout the transaction. Fast forward a few months and the new homeowner went into the attic to try and figure out why the system wasn't functioning properly and low and behold the ducting was not repaired. I contacted *** by email and let them know our issue. The response was that this was not part of the service, leaving the new homeowner to believe we had not had the agreed upon work completed. The invoice clearly lists it, so whomever responded did not do their due diligence to even look. They went back out to the property and now want $400 to complete the work that we were advised was already completed and I paid for and now claim they never saw photos, which is untrue. And if they did not see photos and there was multiple duct areas needing repair would you not ask what the client wanted repaired?? No clue what duct repair work I did pay for. I have always felt confident in recommending *** to clients, this is extremely disappointing. As a little icing on the cake the new homeowner (who was not involved in the *** transaction) received a service contract that she never signed up for. Attached are the pics presented at the time of the initial service, as well as a new pic of the duct work still not repaired. Requesting a refund for supposed duct repair that was never completed.

  

  Business response

  12/09/2021

  We appreciate the customers choice of *** for their service work, but there is an area or two where we have a different interpretation of the events of the service call. 
   
  The call was booked as an ** Tune-**. ** a tune-up, we examine the unit to the best of our ability things like refrigerant levels, furnace operation, electrical connections, etc. However, that does not include all of the ductwork involved in the system. A tune-up will normally only inspect & service the ductwork immediately attached to the ** system itself. To follow all the duct-runs across an attic is not something normally included in a tune-up. A visual inspection from a distance - of visible ductwork - is what is normally included. A complete duct inspection/repair is not normally an inclusion on tune-*** from most ** companies we are not unique in that regard. Only when theres reason to suspect a duct problem on the duct runs, will the entirety of the duct system be inspected and things like leaks or missing insulation noted. That is a separately priced service.
   
  In this case, contrary to what the filing states, the Specialist was NOT shown the home inspectors documentation with photos of the duct. So, when the ** Specialist went into the attic, he went in without knowing about the particular section of duct featured in the photo. He did find leaks in the duct immediately around the unit (called the plenum) and did repair those and those are the leaks referred to in the service paperwork he left. At this point, its worth noting, the duct in the photo is not in fact broken or separated or even leaking. Its simply a lack of insulation on that section of duct. It helps to have duct insulated, but the fact its not insulated in that spot is not automatically indicative of a leak.
   
  Lastly, because all of this was done in good faith on the part of both sets of homeowners, *** and the real-estate agent filing the complaint, we are happy to come back and wrap that spot of duct at no charge. Our hope is we can retain the homeowner as a customer for any future home service needs.
  
  

  Customer response

  12/13/2021

  Complaint: 16159018
  
  I am rejecting this response because: Whether or not the homeowner properly scheduled the appointment, I am unsure. I myself met the tech there. Let him know of a leaking drain we believed was due to a a/c backup(which was not), and told him the duct repair work we needed done, as well as the basic tune up. We in no way said this was included in an a/c tune up AND paid for the incorrect duct repair that was done, so no idea where you are trying to go with that. For you to tell me I did not show him the inspection picture, when I absolutely did is baffling. Weve since had it repaired by a company I hope I can use and trust going forward. I have brought *** a fair amount of work and this response with blatant lies is embarrassing on your companies behalf. If the appointment was not properly scheduled the tech could have let us know he could only do the work specified in his service call, that was not the case. Instead I paid for work I did not request to have done. I had absolutely no problem paying for work to be done and did agree to pay for additional repairs, other than this. I was told this was the repair I asked for, not that additional leaks were found in the ducting.
  
  Regards,
  
  *********************************

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Overview: An outdoor water heater was installed without proper insulation and *** is not covering repair cost as contracted. - We paid $6,115 paid on Nov 30th, 2020 with a multiple warranties.- The contract lists all exclusions from warranty, but nowhere is it indicated that weather of any kind would be excluded. Nor acts of God nor Mother Nature. - The installation is outside. Had it been expressed that an outdoor installation would not be covered under warranty due to exposure to weather: we would have chosen a different company. - We were told initially it was under warranty and there would be no charge. Then the appointment was cancelled. When they rescheduled days later, after days without water, that we were informed that we would be charged but we clarified that we were under warranty and would address with the manager. They sent someone out. The insulation was different than the first time. We're asking that they be responsible for their warrantied installation.

  

  Business response

  09/21/2021

  The assertion that the water heater was installed without proper insulation is absolutely false and untrue. The correct insulation was fully installed per the plumbing code and *** has photos of the completed job that demonstrate the proper black foam insulation was placed around the copper pipe in exposed areas. The February winter storm was an EXTREME weather event and the sustained low temperatures placed almost all homes and pipes in some kind of potential jeopardy. All public guidance from area news organizations and meteorologists was to drip pipes inside and outside of all homes. Additionally, *** included that at the top of a list of recommendations we sent via email to all customers, other than customers that request no emails. In short, there was no lack of guidance to all citizens in ****** and surrounding areas about the danger of the temperatures and ways to mitigate potential damage to homes.
   
  However, in a show of good ****** *** will credit half of the outstanding balance due on the account. The total due before the credit is approximately $840 and we will credit half of that amount and seek full payment of the other half approximately $420.
  
  
  

  Customer response

  09/27/2021

  Complaint: 15878268
  
  I am rejecting this response because:

  
  While we appreciate the "good faith" adjustment, the explanation still negates two facts. 

  Point one is that the second installation was different in that it encased the entirety of the piping UNDERNEATH the brackets whereas initially the foam insulation was cut on either side of the brackets.  If you do actually have the photos that will be apparent, as is the need for them to use larger brackets to hold the foam-cased piping the second installation.  

  Point two is that the piping for an outdoor installation burst approximately two months into a warranty.  The contract states all the reasons that warranty is not enforceable and nowhere does it mention ANY weather conditions as a reason that the warranty will not be valid.  Even if the company claims 'EXTREME' weather conditions are a reason not to stand by their work then they should update their contracts to state that. 
  
  Very clearly: The installation of an outdoor water heater is outside. Had it been expressed that an outdoor installation would not be covered under warranty due to exposure to weather: we would have chosen a different company. Even suggesting that *** doesnt stand by an exterior installation is bad business sense.

  For your convenience, I'm share the language of the contract that was delivered to us at the time we agreed to purchase THE MOST EXPENSIVE installation option here: "*** Home and Commercial Services does not warrant against, nor is it responsible for rust, rot, mold, or other fungi existing at customer's structure or in any way related to work performed by ***. Warranties do not cover circuit breakers, existing duct work, circuit boxes, fuses, existing electrical supply, dirty filters, clogged drains, dirty coils, rust, corrosion, or normal maintenance.  *** shall use reasonable care in performing all work, but shall not be liable for incidental or consequential damages (including, but not limited to injuries to persons or pets, or property damages including normal wear and tear) except those caused by negligent acts of *** employees. Our workers are fully covered by ********* Compensation insurance."

  I'm also sharing a photo of the 'new' installation bracket compared to the initial installation.  

  An ancillary note is that we called that same day after the initial installation because the manual says that the remote control should be installed inside where it is accessible and it was installed inside the unit itself, outside.  The technician said they would return to move it but they never did. Only after being pursued to pay for this repair under warranty did the company say they would send someone out to move the box. 

  We hope to see that *** stands by its work and considers this repair part of its contracted warranty.

  Regards,
  
  *************************

  

  Business response

  10/04/2021

  *** stands by the original work as performed as well as our most recent offer of reducing the **** by 50%. No change to the existing offer is forthcoming.

• Initial Complaint

  07/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/28/2021 I had ABC Home & Commercial Services treat my residence for a scorpion issue. It was noted and the tech was aware of me not allowing ANY spraying in my vegetable garden area or the herbs on my patio. When he was finishing I noticed he was in my garden area and I asked him if he had sprayed in there and he told me that he had. He also sprayed the herbs on my patio. I asked what product he sprayed and he at first told me it was a mixture of products. Then when I asked what chemicals were in it he told me it was Alpine WSG. Alpine WSG is NOT safe for vegetable plants or anything edible. It has a warning that it is not to be sprayed in food prep areas. My garden was ORGANIC and had NEVER had any chemicals used on any of the herbs or vegetables.

  

  Business response

  07/30/2021

  Based on the address, this is not an *** ****** customer. ****** is listed as the city and that is north of *******. There is an *** Home & Commercial Services operation in *******, but it is unrelated to ****** - different corporation, different ownership. Please forward this complaint to the ******* area BBB.

   

   

  L

  Customer response

  07/30/2021

  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

  07/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 10th I paid my July 2021 invoice from ABC in full ($131.34). On July 15 I called to cancel service because yet again they had not shown up that day but had re-scheduled without contacting me. On July 16 they billed me $101.02 for mowing they DID NOT perform. I mowed the entire lawn myself on July 16 (and nearly had a heat stroke ;-)). I request a refund of $101.02 from ABC, for a service not performed. Companies should not be allowed to get away with these antics.

  

  Business response

  07/26/2021

  We have spoken to the customer and have processed a full refund for the customer.

  Customer response

  07/26/2021

  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,
  
  *************************

*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. ↩