Complaints

• Initial Complaint

  09/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have emailed this company several times explaining how their plumber never showed up to perform the work after the initial diagnosis, and we had to call another plumber because this company completely ghosted us. My in-laws stayed home to be able to be present when the plumber was scheduled to come, and we called into Courtesy Plumbing's office several times on the day of the appointment to ask about the status. The plumber never rescheduled and so we had to go and find another plumber who would actually show up as promised. I have also called into their office to explain the situation about the errant invoices and asked to have a manager call me back. I continue to receive errant invoices from Courtesy Plumbing (now with late fees added), so I submitted a review on ****** explaining the situation, and I am now submitting a complaint to the BBB as I indicated in my previous email correspondence to their office (which has gone ignored). I have also added them "blocked senders" from my email, so if they need to get a hold of me they'll need to phone or write me in the mail. The initial diagnostic was performed on/around 6/3/24 and they were scheduled to come out in a few days after that, and we had people take the day off work to be home. They didn't show up and after multiple follow-up calls by us, they never called us back to resolve the problem or fix the issue. We called another plumber and chalked them up as just having "ghosted us." They then sent us an invoice for the diagnostic trip which they never actually completed the service for, and I responded indicated I would not be paying it. They've sent invoices several times since then, and I've responded to each. I called into speak with management, but never got a call back. What I need in resolution is to report this company to the BBB and if you can step in and tell them to clear this invoice, that would be great.

  Business response

  10/02/2024

  In Response to ***** ****** regarding Invoice i16221: 

  After we received the initial email from ***** we verified an accounting error on our side of the accounting system. I did try to reach out to ***** Viva Phone calls and text and did not receive a call back. I have it noted on ****** account if for some reason he calls in again or sees another email come in to ignore the Invoice request due to the error with our system. The Customer does not owe anything or has no need to pay any invoice that he is receiving. I will try to contact ***** again.  We do not have late fees attached to our invoices and do not add late fees on any invoice so regarding the timeline of overdue invoice. There does look like there was miscommunication with the tech wanting to get into the second-floor unit to access and check their plumbing and not being able to get into unit at the time of service. Again will try and reach out to *****.

*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. ↩