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Complaint Details
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Initial Complaint
08/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
***************** came under my home warranty to fix an indoor plumbing issue. They had to take out my dishwasher to fix a main pipe under the house. The came on Thursday and left Thursday evening. Sunday evening my dishwasher fell out from under my cabinet onto my kitchen floor. I called the **** tech. that left me his card. He said it was his partner that must not known what he was doing. I feel the contractor should have checked the assistants work before leaving. He did not. The tech. never showed up and it was 8:00 pm. I called him he said hed come Tuesday, and again he was a no show. My dishwasher is moving when we walk by just barely balanced. Wednesday I called and texted the contractor twice no answer. I called **** main number I got *** and his family. Who told me Id have to put another work order in or they would not come out and put my dishwasher back in my counter. Their shotty work and they wont fix it! I immediately called Home Serve. The lady took a report tried to call **** several times but they would not answer, and would not allow the call to go to voicemail so the Home Serve rep could leave a message. She told me she would put the work order in but was pretty sure home serve would cancel it because it wasnt a covered issue. So its Friday of the next week and my dishwasher is dangerously balanced in the cabinet. I told **** on the phone that I was elderly and injured, and had a TBI with balance issues, Im in a boot due to a fall and Achilles tendon tear, with a severely sprained hand. **** did not care got very defensive when I told him I could get injured catching the dishwasher again, and that I had small grandkids that come over and the dishwasher could really hurt them also if they bump into it and it falls out. **** continued to quote policy and still has not called it Friday, 9 days since they worked on my pipes. Home serve is now fighting with **** Plumbing to fix the damage they caused.
Business response
08/06/2024
We, ***'s Sewer and Drain Plumbing, were contracted by the home warranty company HomeServe. We went to the customer's home to fix a leaking pipe in the kitchen. Upon arrival the service tech noticed that the dishwasher needed to be moved to fix the plumbing issue with a leaking water line. He also told the customer and contacted HomeServe to let both parties know that the dishwasher was installed improperly. He noted to both the homeowner and HomeServe that a spacer was needed to install the dishwasher back properly. As we are not appliance installers, we let both parties know before starting any work that the dishwasher needs to be addressed by the previous installer. The homeowner agreed and HomeServe stated that that was not a covered service in the homeowner's policy. We stated to the homeowner that they would need to get the company that installed the dishwasher back out to reinstall the appliance. That was agreed upon before we started any work.
After the approval was made from the homeowner We continued on with the approved work and fixed the leaking water line, After the work was finished ***'s put the dishwasher back in its original spot the exact way that the service tech found the appliance upon arrival. We have been in contact with the home warranty company serval times about this situation. We were told by HomeServe that this was the homeowners responsibly. As stated before, we are not appliance installers, and the homeowner knew this up front before we started Any of the work.
Customer response
08/07/2024
Complaint: 22082740
I am rejecting this response because: its a total lie. *** is not a very honest person. His contractor who called me and apologized for his partners ****** job came on Saturday and put my dishwasher back in properly. The contractor also reported to me that he never told *** any of that, he had not even talked to *** about the issue at that time, because he was on jobs. Thank you to M. G. the contractor for doing what *** should have, admit your mistakes and fix them in a timely manner.
Sincerely,
***************************Initial Complaint
10/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The tech was paid in full and said we would get an e-mailed receipt. A week later I called to require where it was. The office lady said tech never told her to send it, and she verified email address. Then she said "I just sent it". It never came.I should have some manner of receipt when payment is rendered. A week later is not OK. NEVER is completely unacceptable.I request a receipt. Since e-mail is not convenient for the company, US mail should work.Business response
10/27/2022
There was a typo in the email which has since been corrected. Apologies this has taken a couple business days. We can certainly US Mail a copy which is a delay as well. ***'s is empathetic we could not accommodate the request sooner.Initial Complaint
10/03/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
When I called ***'s *********************************************** in ****************, I specifically asked if they charged extra to drive to ******. I was told no. On that basis, I hired them twice for plumbing repairs. Yesterday, I found out that ***'s was lying. They did charge me an extra trip fee of $40 each time. To my utter amazement, the ***** representative admitted that they "...rarely disclose the extra trip charge." I'm blown away. They owe me $80. Deceptive & sleazy.Business response
10/04/2022
Greetings,
We are awaiting a return phone call. We researched our recorded calls and are unable to find where the customer inquired about a trip fee. Customers are quoted a price prior to scheduling and are free to accept or not. We are empathetic the customer feels taken advantage of but that simply is not the case. *********** ***** Sewer and Drain, **** is not going to spend time disputing $80. If customer calls back, we can issue that refund.
Customer response
10/04/2022
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.Additionally, how could ***'s "find where I was not told" something? That doesn't even make sense. How do you find an omission? Would it really say in their customer notes "lied about trip fee". Ridiculous logic. Of course it's not in your customer notes that you ripped me off.
Sincerely, ******** Price
******** PriceInitial Complaint
05/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 4/29/22 **** *********************************************** sent a plumber to fix a leak in the basement just below the water meter. They placed a then clamp on it covered it with cement and it seemed fixed. On 5/22/22 a leak resulted again from where it was repaired. They were contacted this was a return job to fix the issue and no one will give us a time or date when they will return. Meanwhile there has been a leak since 5/22 & its now 5/31. When contacted their receptionist was rude and could not give information. I asked for the operations manager who was in a meeting and was told he was busy and when get back to me at sometime.Clearly this is not an emergency and its work they need to fix immediately but it seems like its not a priority to fix it. I want this fixed immediately and for them to do the job correctlyBusiness response
05/31/2022
Complaint is from a tenant. There has been contact with property manager regarding level of emergency and scheduling. Water is draining into a floor drain not posing immediate damage to property. Water line is galvanized metal beyond life expectancy and advised to replace prior to this correspondence. ******************* has been/currently exercising due diligence to acquire long term solution including immediate, yet short term costly fixes. This is an inconvenience to the tenant. All parties involved are expending reasonable efforts and resources to resolve. Not a valid complaint to be published or acknowledged.Customer response
06/01/2022
Complaint: 17294424
I am rejecting this response because:it is a valid complaint I live there and no one from **** contacted me to fix the issue. I had to call to try after 10 days to get help only to be treated rudely. All I was trying to do was get answer from management who could not return a call. Property manager or not I the tenant was living with a running leak for 10 days. I asked **** plumbing for a time and date and get treated like I did something wrong. I waited on phone calls that never came telling me when it would be resolved . This was bad customer ********************** from **** , not an apology just expect the tenant to accept it the bad customer **********************. The work was not done core to begin with not my fault and yet they refuse to admit they could have been a bit more professional. This is a job that should have been fixed immediately and had management spoken to me about what was going on I would not have complained. I filed the complaint because when I reached out to **** for answers they would not give to me. They should not treat customers like that at least an apology would have been fine. They did the work how they believe they should be more professional or apologize is beyond me. Their response is not ok , all I wanted is an apology from a business that I was trying to get answers from. I did nothing wrong but was left with this problem for 10 days and then treated like Im the bad guy for trying to get answers.
Sincerely,
*********************Business response
06/01/2022
Water line was leaking and draining into a floor drain not posing an immediate threat to property damage. We were granted access today 6/1/2022 to repair. The leak was not from our repair. THIS IS A SEPARATE BREAK IN WATER LINE. It has been recommended to property management to replace rusted galvanized water line ASAP. This water line will continue to cause problems at no fault of anyone simply beyond lifespan of the pipe.
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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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