Complaints
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Initial Complaint
Date:01/05/2024
Type: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 12/11/2023 Scott **** came to my house to troubleshoot and resolved an issue I was having where hot water was recirculating through my cold water lines and water softener.- After about 30 minutes of "troubleshooting", the technician told me he believed the issues was due to 2 check valves not functioning correctly.- The total charge to replace the 2 check valves and thermal expansion tank was $715.00 (which included a $50 discount that I asked for)- The following day, I found the issue was not resolved and hot water again was running though the water softener and cold water lines. - A senior Scott **** technician came out and spend over an hour troubleshooting. He asked me several questions and was much more thorough. It was determined that he issue was due to a new kitchen faucet I installed that did not have a check valve on the cold water line, so it allowed hot water to enter the cold water line. And, since my house has a water recirculator, the hot water circulated through all cold lines.- Scott **** charged me $80 for this second visit, for a total of 715 + 80 = $795, when the problem was due to a kitchen faucet and not any of the work the prior technician did. - I replaced the faucet myself and the issue was resolved.- I contacted Scott **** numerous times to ask for a refund of the charges and was told numerous times that a supervisor/manager would call me back. After nearly 2 weeks of calling, a manager by the name of ****** finally returned my call. ****** told me he would refund $280, meaning I would still have paid over $500 for work that did not fix the issue.- It has now been almost a month (today is 1/5/2024) since Scott **** charged me nearly $900 for work that did not resolve my issue, and several weeks since being promised a partial refund, and I have not seen any refund. I've contacted Scott **** multiple times to ask when the refund would be applied and have not received a call back.
Business Response
Date: 01/09/2024
*************,
Please accept my sincere apology for your delayed refund. We had a few employees off due to the holidays, and unfortunately the paperwork on this was delayed. Upon looking into this complaint, I see a note in your customer file that a credit of $280 was issued on 1/8/2024. This usually with appear on your credit card statement within 3-5 business days. Please let me know if there was something outside of the agreed amount of $280.00 and I will do my best to resolve this matter.
Kindly,
***************************
Customer Answer
Date: 01/09/2024
Complaint: 21104030
*******,Thank you for your response. I am rejecting this response because the refund has not been issued. While I did originally see the $280 credit show up in my pending transactions on Jan 8 on my credit card, the pending credit/refund has since been removed and has not been applied. I do not know if the refund was reversed by Scott **** in error or on purpose, but at this point the refund has not been issued. Once it has been issued and fully processed, I will mark this complaint as resolved.
Sincerely,
*******************
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