Complaints

• Initial Complaint

  02/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Paid $189 up front for them to come.. They arrived January 28th 2024. Diagnose the problem metal pipe fitting with crack leaking. Water softener off because needed new plastic pipe from softener to drain .here probably 15 minutes. Said problem will be easy quick fix. . 2 weeks later approx, no reply from them. I called them told workers in class. Would get back with me. When they did get back with me.Man gave quote saying the total would be just under $400.. no set time . called me days later needed to charge for the quarter of an hour that the gentleman was there and $7 more for gas. but nobody has come to fix anything I said . They insisted on payment They insisted on more payment so I gave it to them. . Still no appointment to fix. I called back about week or so later, workers in meeting again. Got no call back so went up town to business ... Business closed during regular business hours.. Not sure what was going on felt like it could be a scam. So I called the 586 office number. It gave me somebody in Van wert. Answered a different name not CW service. Said office person in Van wert doing payroll , Celina would be closed today. I asked if they could help me. Said no not until worker gets out of meeting. They called me back a couple hours later. Saying that it would be a few more weeks could make the appointment on February 1st unfortunately that was the only day of the month that I'm totally out with my mother with doctor's appointments from 8:00 a.m. to around 5 pm. They then said .March 14th. I said this has been going on since end January. I would call them back.. got lined up with another contractor here in town. Call them back said cancel. Asked for partial refund after being advised to try that. They said no. Paid them over $220 to just be here 15 minutes and diagnose a problem..

  

  Business response

  03/13/2024

  We do apologize if you feel that you had an unpleasant experience with our company. However, we had a technician at your house on 01/30/24 to complete service, you stopped the technician from completing repair and requested a cost estimate before any repairs were done which you were given. You were given a cost estimate for the repairs that needed to be done at your mother’s home, and you said you would have to do some checking and you would then call us back. You then called back on Thursday 2/22/24 and wanted someone to come do the repairs that day, you also advised that you had another plumbing contractor come to complete repairs, which is why there was a 3 week time lapse in you calling us back. Our scheduling department advised that we were booked up for this week due to it being a Thursday and would be able to schedule you the following week.  You advised us that if we did not come to complete repairs that day 2/22/24 or the following day you would report us to the BBB and give us a bad Google review. The scheduling department again stated we did not have an availability that same day or the following and went through multiple available dates and times with you. You advised you were not available on the days that were offered to you and Due to your scheduling conflicts you advised March 14th was the first available day that would work for you for your repairs. As far as the requested refund yes you asked to be refunded since we did not come to complete repairs the day you requested on such short notice, our service manager advised the payment you made was for the initial service call. 

  Customer response

  03/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: the employees lied to the owner saying they kept trying to give me days to come. Which is very untrue. As I was home the whole month of February off work with sick mother. They could have come anytime as I had lights on the building and door unlocked the entire time. The neighbor had credit card and could come down at any time as he is an army veteran and is at home. The first day they offered me was March the 1st
  
  Sincerely,
  
  ***** *******

  

  Business response

  03/19/2024

  As explained in the prior response our technician was out on 1/30/24 to complete service, you stopped the technician from completing the necessary repairs due to wanting a cost estimate, the repairs could have been done that SAME day. Our service manager contacted you with a cost estimate for the repairs needed at your mothers home, you advised you needed to do some checking and would then call us back. We did not contact you in the meantime because you advised you would call us back, as a business we do not contact every customer that advises they will call us back. Your 1st return phone call was the 3rd week of February when you were advised the service manager was out of the office in training/meeting. You then called back on 2/22/24 and demanded service to be done that day or the next day Friday the 23rd or you would report us to BBB and give us a bad Google review. Our dispatcher advised our schedule was full for the remainder of that day and the following Friday the 23rd, our first available was the following week not March 14th that was YOUR first availability. You said that would not work because you returned to work on the 25th. You were given multiple dated to choose from and you advised due to your schedule and doctor's appointments with your mom you first availability was March 14th. When we offered to schedule you for the 14th since you advised that was your 1st availability and you said you could not wait until then, there was absolutely no reasoning with you on an available date. We work very hard as a business to meet all of our customers needs but sometimes the customer does not allow that it is either your way or no way and unfortunately we can not do that in every case. 

  Customer response

  03/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: technician could not do it 1/30 /23 . office would call back with price and date to fix. easy quick fix he said. Why would I pay all that money up front not to tell them go ahead and finish the job. Someone's lying to you. Call back multiple times. Told in meetings or a class . No one got back until I sat in front of business. That's when scheduling was offered. Get story straight with office personnel
  
  Sincerely,
  
  ***** *******

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