Complaints

• Initial Complaint

  02/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  1/27/2022 I had a technician come to my home to attempt to fix my shower. He seems irritated at having to be here in my home. He had excuses as to why he couldn't get the stripped s**** off of the shower handle. I asked if he could remove the screw off with a drill bit and he snapped at me asking if i had a drill. He should have all tools needed if hes works for a professional company. He then stormed out of my residence while cursing me out-which is on video. Totally unprofessional and he shouldn't be allowed into peoples private homes.

  Business response

  03/18/2022

  3/17/2022
  
  On January 13, 2022 we were contracted through ****** Home Warranty to provide service for *********. On January 14, 2022, *** ****** reached out to the office to inform us that she would have to leave for work by 10am, to accommodate her schedule we scheduled her for the first call of the day. The tech arrived that morning between 8-9am, to diagnosis a leaking/ broken shower faucet.
  
  When he arrived in the home ********* was on her phone during the duration of this visit. She took the tech into the bathroom to show him what was wrong with the faucet, she was persistent on the tech drilling out the screw from the shower handle because it was unable to be removed;  He was trying to explain to her that this was not the proper way to repair this issue. The proper way would be to cut the handle off, make the repairs and then replace with a new handle . She was not willing to listen to the tech who has 14 years of service plumbing experience. Whoever *** ****** had on the phone was telling her what to say and what they thought needed be done for the repair. After the tech explained what he needed to do she kept asking him to drill the screw out and he refused to and she started to get irritated with the tech. She asked several times if he had a drill, which was not what he needed for the job. The tech asked her if she had a drill, for the reason that if she wanted to drill the screw out she could. He was not willing to drill the screw out and cause more damage. The tech was unable to communicate with ********* because she continued to grow more irritated towards the tech. When the tech realized she would not listen to him he decided it was best to leave. He told her he was leaving and would have another company assigned to her work order. At this time she became irate and followed the tech out of the home repeatedly asking him “so your just going to leave!” and he stated yes. When the tech reached the door and had not fully exited the home ********* slammed the door and hit him in the back & elbow, the tech continued to walk to his van and leave. The tech did not cuss ********* out on her **** camera, I feel this is exaggerated. After the tech was assaulted with the door an expletive may have been said but it was not directly at ********* and was not to her face.
  
  I also want to add that when the tech left ********* did call the office to express she was upset and beside herself; she was given an apology. She was told the office would reach out to the tech and get both sides of the story then call her back to sort matters out. ********* called multiple times very upset and we hadn’t spoke to tech in the short amount of time she was giving us. After speaking with the tech and knowing she slammed the door with him not fully out of her home and hitting him; we felt it was best to inform Choice Home Warranty of the issue. Choice Home Warranty is aware of this situation and reassigned her work order to another company.  We were not contacted by Choice Home Warranty of any wrong doing, however ********* went on to file complainants with any business listing she could find under B-N-R Plumbing, LLC.
  
  Also this tech has been in thousands of homes and we never had a complaint to this magnitude. He hasn’t had a bad review from customers in the 2 years hes worked for B-N-R Plumbing, LLC and he is actually our most requested tech. 
  
  I see on the complaint form she would like the company to contact her, but after she went on every site with B-N-R Plumbing, LLC to complain and not having the full details listed we felt it was better to leave her alone. We did what we could to get her service to her home and we were not comfortable going back and forth about what happened at her home that day after she hit the tech with her door and never mentioned this when she called the office. She only addressed how she felt and was poorly treated. I feel the tech did the best he could in the moment and did not allow the situation to escalate by leaving *** ******’s home.  

  Customer response

  03/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  

  I am rejecting this response because: I understand the importance of communication and making certain that work done on ones home is done correctly. As the tech entered my home I was not on the phone with anyone, I later phoned an ex colleague to ask how one would remove a stripped screw As I walked the tech to the bathroom and showed him the faucet he started complaining that he may not be able to remove the stripped crew. He tried a few other allen wrench sizes but was unsuccessful. I did state to the tech that I didn't care how the handle came off I would just like to use my shower that evening and that if he needed to cut it off to get to the valve that was fine again. At no time did I pressure him to just "take a saw" or something to the handle. at no time was i speaking to someone else regarding the repairs-they can't see what needs to be done.  I went downstairs to the lower level of my home to ask an ex colleague if one was able to get a stripped screw off to ensure the tech didn't over hear the conversation. As he was at the top of my stairs he stated that he needed to collect the service fee, I stated that that was  fine and that I need to come up and get my wallet. As he was coming down the stairs I asked if he had a drill and would be able to drill the stripped screw off that way he snarkily replied to me "do you". I then stated to him that I didn't understand what his attitude was about and he quickly and cowardly said " I'm leaving"

  As a professional entering someones personal space to provide a service if you cant't complete the work one should communicate that. Instead of being extremely rude and having a temper tantrum. At no time did I call the business phone line after the incident multiple times, I called initially to complain about what had occurred  and again after realizing that i had been BLOCKED by the co-owner of the business who stated that she didn't want to argue with anyone and that our stories were obviously conflicting and that she just wants to move on from the assignment.( PHONE RECORDS CAN BE PROVIDED)

  I have no monetary gain from this complaint. If someone curses at a ring instead on ones face is that truly acceptable? Being a biggot to a **** camera is acceptable as long as its not to a customers face.

  
  Regards,
  
  *********************
  

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