Complaints

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On March 19, my mother, *********************, called to request a technician to come and unclog her bathtub drain at ************************ in ****, **. After many phone calls, someone came on March 20 to give her an estimate. An estimate for unclogging the bathtub drain was not provided. The technician then made an appointment with my mother for 8:30 am the next day to unclog the drain. After many more calls on March 21, two technicians arrived that evening. They poured drain cleaner in the drain. This was the only service provided.My mother was asked to sign for the credit card charge on a screen, on which neither the description of the work nor the amount of the charge was visible. When the charge was posted on my credit card account, the amount was $708.90. My mother has requested and received an invoice, but the service provided is not described on the invoice. $708.90 is an unacceptable amount to pay for pouring drain cleaner into a drain.I am willing to pay, at maximum, 10% of this charge ($70) and I expect an immediate refund of the remaining 90% ($640). I have contacted the company with the above request and have not received a response.

  Business response

  06/06/2022

  This is a separate entity. The BBB that you are contacting is for the Oahu location, which is separate owners from, the Hilo location. You need to reach out to the correct party to have this issue resolved. 

  Customer response

  06/06/2022

  Complaint: 17259801
  
  I am rejecting this response because: The response states that my complaint was addressed to the wrong company. However, he contact information included in this complaint is identical to the contact information listed on the company's website: https://www.epshawaii.com/contact-**/. Their contact page lists a phone number for the **** branch, but not an address. Since both branches are listed on the website, it seems they both belong to the same company. 

  If EPS ******* requires that I address the complaint to their **** branch, they should provide the necessary contact information in order for me to do so.
  
  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. ↩