Complaints

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction - 10/23/2023.I worked with **** (the owner) to set up a time for an inspection of a gas line he installed for a gas fireplace install. He mentioned that I did not need to be home for the inspection but I clearly communicated (in writing) that I was not comfortable with anyone in the home without an owner present. As a result, we scheduled a 9 am appt time so I had time to drop off my son at preschool. I arrived home at 9:04 am, and **** and the inspector were already in my home and just about finished with the inspection. I did not receive any call notifying me that they were going to enter my home. I asked why they were in my home and **** confirmed he knew not to enter my home without me present. Instead of being apologetic, he blamed me for leaving the door unlocked (I had raced out of my house to be back in time and forgot to lock it). I said I was very upset he was in my home unattended and he again yelled at me then just took off, not even confirming if the inspection was approved or apologetic for trespassing. He left all the lights on in the basement, including in rooms he did not need to enter, items moved around and the door to the garage open. I am filing a complaint based on the grounds he trespassed into my home illegally and accessed items within my home without permission or supervision.Note he did require me to pay in full prior to install and did require it to be a check.

  Customer response

  11/03/2023

  I have not heard from the business in response to my complaint. What should the next steps be? Many thanks 

  Business response

  11/10/2023

  With regards to complaint #********:

  At approximately 9:00 on the morning of inspection, both myself and the plumbing inspector for the town of ******* were at the side door of the address in question. Ringing the doorbell, which set off dog barking. We waited a few minutes and before leaving I thought maybe **** is home and cannot hear us over the dogs, so I opened the door, which was unlocked, and yelled out for her. When we got no answer, instead of leaving and having this drag on, we made a judgement call as two professional servicemen, that it made more sense for EVERYONE involved to just get it done. The window of time for inspection was made very clear , between **** am. Assumed the homeowner was running late, or knew she was going to be a little late and left the door open for us. If I, in fact committed this offense in concert with a city official, why is it that I alone acted non-business like? I am named as if I acted alone. Why is the remedy money ?! (Refund?!)  

  A very difficult and unreasonable customer to say the least. Im over ************************************************************************************* and my company. 
  We did everything we said we were going to do. Arriving on time for all visits involved, an explanation given as to the breakdown of our figure and how we operate with payments and terms. If at any point you felt uncomfortable with myself or the company why did you move forward with us? A $100 discount was given as well to help move this along. 
  

  with respect to yelling at you we were in a confined room in the basement with you dog incessantly barking. So I may have increased the decibel of my voice to attempt communicating over the hysterical barking. But by no means was I yelling or reprimanding another adult especially in front of City official good luck to all the contractors who have to deal with you in the future. Phew !

  Customer response

  11/14/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  
  

  CUSTOMER RESPONSE:

  
  The response for the plumber's decision to enter our home based on the fact we may have not heard him is erroneous. You cannot enter a home and complete an entire inspection under the assumption we did not hear you come in. While we do not need to explain ourselves, we will say we have never had an issue with hearing a doorbell or a door open over a dog bark on the main floor.  In this instance, the dog was located in a bedroom on the second floor, making any barking even more muted. We have a home security system that clearly indicated he entered our home prior to 9 am. He was clearly made aware an owner would not be home prior to 9 am. 

  The $100 discount is a fabrication. As his son explained, the cost varied based on each home's specific set-up. Thus, he required a facetime call to determine the cost. His son clearly stated our cost was based on the grounds our basement was only partially finished and had dropped ceilings. Nothing else. 
  

  We are confused by the accusation that we were difficult customers but this is not relevant to the case; however, we do feel like we should defend our character. When his son came for the initial install, we spoke friendly about his child on the way and was appreciative. While our contract stated that a plumber would be on site to connect the line when the fireplace was installed, we agreed their team did not need to be on site and instead, let the fireplace ***************** the line on their behalf (not sure if that is legal but that is a mute point). The son did offer to leave his job, if need be, (we have a text message as evidence), but we did not want to trouble him. 
  
  Specific to his reason behind yelling, that is outright false. Our dog was excited but not barking at any point. Myself and the inspector spoke in normal decibels the entire time and the plumber heard us fine. I did speak to **********************, who referred him, and they apologized on his behalf and said they have spoken to him multiple times about how he speaks to customers. 

  With all that said, we did not file a complaint based on the plumber's lack of professionalism that was demonstrated by yelling. Our main complaint is trespassing and leaving the job without confirming where the job stood.  While we understand the plumber believes we should be comfortable with him in our home alone, he does not have the right to authorize entry. We have text messages (now entered into evidence) that clearly stated an owner must be present. After speaking with a lawyer, unless there is consent of the owner, entering without permission is trespassing and evasion of privacy. The plumber and inspector have a cloth of legal authority as licensed with the state of ************* to act under the laws of the state. There was a clear violation and we have a right to prosecute. 

  We feel at this point it has been made clear that the plumber is taking no accountability for his actions and unless that changes in his follow-up response, we will raise this issue to a higher platform. 
  

  END CUSTOMER RESPONSE

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  
  FAQ
  
  Regards,

  ******

   

   

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