Complaints

• Initial Complaint

  17/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2022 our hot tub stopped working and froze. We contacted Urban Life to come out and repair it. A couple months later, late April, a lone employee of the company attended and started to work on our tub. So far no problem. This employee assessed the damage and advised they would have to get parts and return another day. During this time an owner texted us and attempted to sell us a new tub as the cost to repair was going to be high. Our tub is a more expensive one and we advised we would just go with the repair. After a couple of weeks the first employee returned this time with another employee to assist. They worked on the tub but never finished, they advised they would return but did not know when. Being they were taking so long to repair it I was in contact with another company to finish, and tentatively arrange for that company to attend and finish. After a considerable amount of time the first employee returned and advised we could fill the tub, he left. We started to fill the tub but it leaked water out of the repair. The company was contacted and agreed to return and fix. They came out and put drain plugs in the pump, they had removed. Again tried to fill, it’s now late July. While filling the tub I looked in cabinet to ensure no more leaks. On doing so I noted wiring to our sound system had not been hooked back up, again called company. When company was contacted we were told that they would have to come back and finish up. The , believe owner, said we should “pause” at this point and pay the bill. I was very unhappy with the service we had received and told him I did not wish to “pause “ I wanted the tub finished then I would be happy to pay. They have not been back yet to finish. We have not received a bill for the work they did do. In August we received a call from a collection agency to collect. We have to date not received an invoice, they have not returned to finish up. I’m not sure what needs finished. The collection agency has made a report to the credit bureau and is affecting our credit rating. *** *** ******* ** **** **** **** ******* ** * ***** ******* * *** *** ****** ***** *****

  Business response

  17/04/2023

  * **** ***** * *** **** ** ************** *********** *** ****** ******* *** *** **** ** **** ******** ****** Before repairing, we advised that this would be a costly repair with no guarantee of success the first try and may not even be worth attempting. This is documented *** ********* We diagnosed, quoted and fixed the detected leaks. Our parts and labour came out well above what we quoted, but we honoured the quote anyway.

  Upon filling we found even more leaks and offered to requote and continue. We have a policy that before continuing work, we need payment for the work already done especially as the bills start to climb. Mr. ***** did not like this, but he does not get to dictate our policies. It does not make sense for us to dump more resources and time into a customer who will not pay.

  He refused to pay his bill after multiple reminders, so we are forced to send him to collections. If he pays his invoice, then we will remove the request with the collection company.

  Customer response

  17/04/2023

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

  *** ******* ** *****. We have never received an invoice for worked performed only the stated quote. The job has not been completed.  All issues were from the same incident.  The tub worked just fine before it froze.  *** *** **** ************ ** ** ******** ****** ** **** *** ********  I am more than willing to, and always have been willing, to pay this bill, but could not get any satisfaction from them.  The service received from them is sub-standard.  They took forever to get the tub this far.  It was stretched out over weeks, with us calling to see when they were returning, instead of over days.  They then wanted payment to proceed before work was completed.  We tried filling the tub and there were pump plugs missing.  Again was told to go ahead and again plugs missing. He gave us a quote on repairs after seeing the tub and then wanted payment before it was finished.  There was no prior agreement of payment being required before completion.  Have never received an invoice contrary to his statement.  Customer should not have to hound a business for work to be done.  As stated we would have to call, after a week or so, to see when they would be coming back.  Bill went to collections within a month of him requesting payment with work not completed and no invoice.  He was told we would gladly pay when the work was completed.  If the business did not quote accurately, that is their mistake and shouldn’t expect payment on non completed work.

  I need an invoice sent to me then I will pay and be done with this business.  
  * ****** **** *** ******** *** **** 
  ****
  
  Sincerely,
  
  Doug *****

  Business response

  17/04/2023

  The bill was sent July 20th, 2022 and I've included the email as well as the invoice ****.  It was sent again Aug 3 with an explanation of how our process works, again included here.

  Business response

  16/05/2023

  * **** ********* ************* ** *** ************* ** *** *** ***** ********* *********** ** *** ****** ****** ** **** **** ** **** ************ *** **** **** *** *** ***** ** **** ***** We have requested payment several times. I dorecorded phone calls, but we had a phone conversation where we reached an impasse and he outright refused to pay.

   

  If he pays the amount, we will of course cancel the collections.

   

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