Complaints

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Met with the engineer from B&B plumbing and ** in April of 2023 it was decided to have my 30-year-old ductwork removed and replaced with flex hose I handed him a $2,850 check and they started the work that Friday they sent a father and son crew that had a huge language barrier with us didn't explain anything that they were doing they left the home and we had paid the second half of the check when my husband and I discovered that we had zero ** downstairs we called them back immediately company to let them know we have a problem and put a stop payment on the second half of the check since then we feel like we got the runaround with no shows from the engineer he only came back out once the installer came back out one time and supposedly added two 10-in lines to ************* that they got going on in the back. We got a secondary opinion from an accredited better Business bureau ** and plumbing company that showed me all their credentials and was preceded to be told it is one of the worst flex hose jobs that he has ever seen in his 35 plus years. He showed me all of his credentials and licensing and said whoever installed this obviously was most likely not licensed he discovered leaks at every connection point big old rat's nest ball over the ** handler and it pinched point to the ductwork that leads to downstairs he brought up his thermal camera and showed us everything. Took pictures of everything and is going to send me a full report with pictures now I have to have it all removed and all redone from top to bottom it would behoove B and B to refund my **** for the poor workmanship before I have to take them to small claims court and *** them for double and make sure that all the installers show their licenses for heating and air conditioning work let alone to be legal in this country The cherry on the cake was they actually got mad at me for putting a stop payment on the second half of the check and told me that there was going to be a charge to me I don't think so.

  Business response

  05/24/2023

  Dear *************************,
  Thank you for bringing your concerns to our attention. While we do not agree with your comments regarding our professionalism, nor your description of the situation, we do wish things had turned out differently. 
  Our team worked diligently to address the issue you raised regarding the collapsed duct in your home (from the roof damage you had prior to our original visit - which was the reason we were called). We made prompt efforts to rectify the situation, accommodating your initial preference for a weekend schedule. After the install, when you reported a lack of satisfaction, there indeed was a scheduling conflict. Eventually, we agreed on a weekday visit and appreciated your cooperation in granting ** access to your home during a workday.
  During our follow-up visit, we installed damper controls and ensured the correct sizing of the duct. We conducted thorough testing and balanced the airflow throughout your entire home. As a result, we achieved a temperature split of precisely 2 degrees between the upstairs and downstairs areas, which falls within acceptable industry standards (as heat naturally rises while cool air falls in elevation). Please note that factors such as the location of return vents, thermostat placement, and equipment age can influence cooling effectiveness.
  Ultimately, the indisputable fact is you received a completely replaced whole house duct system for 50% less than the originally mutually agreed upon price. As such, we really have nothing further to add, other than the fact that we do, despite our clear differences, wish you and your family the best.
  We tried incredibly hard to make you happy, but per your own admission to our management, in the end it did feel as if you were splitting hairs (your words).  Again, we wish you the best. 

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******** services to repair faucet in shower. Caused water damage and did not repair faucet. Did not return calls to rectify the situation. Sent 3 plumbers that had no idea what they were doing and never got back to me. Unethical business practice, essentially just taking my money.

  Business response

  02/09/2023

  Hi there,

  To whom it may concern, I heard a different story regarding this job (namely that the full scope of work needed to properly fix this problem was not wanted by the customer), but nevertheless I know we already started the process of issuing a refund earlier this week. Our office manager ***** will ensure this gets processed. We are available at ************.

  -*****

  Customer response

  02/10/2023

   
  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.
  
  Sincerely,
  
  *************************

*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. ↩