Complaints

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cox Maintenance Service came out to my 90 year old aunt's home (she lives with with me- I am her caretaker)- The issue was a plumbing problem that the owner , Mike C, fixed and said was resolved. Approximately, a month after his service we went to basement and noticed that we had severe water leakage from 1st floor. We were able to determine that Cox Services had not shut off an important part of valve we have water damage on both the first floor and basement. The owner did stop out and accept responsibility. (We have a number of witnesses to this) and said he would take care of it. My aunt and myself has called him numerous times with no response. We sent a certified letter that included quote and he will not call us back. This involves taking advantage of a 90 year old woman that is only asking for tis man to do what he promised to do. Thanks for any help you can provide.

  Business response

  03/28/2022

  3/10/2022 
   
  **** ******* 
  Via email to info@cincinnati.bbb.org 
  Fax: ###-###-#### 
   
    Re: Response to Complaint ID ******** 
   
  Dear *** *******, 
   
  Thank you for the opportunity to respond to the complaint *** ******.  I tried calling you three times 
  this week and left two messages but did not receive a response.  Unfortunately, *** ****** has not 
  accurately reflected the facts regarding the services provided at Norma Johns’s home, the claimed cause 
  of a water leak problem she experienced, or the response by Cox Maintenance Service when advised of 
  her water leak. 
   
  In July 2020, *** ***** hired Cox Maintenance Service to replace her microwave, dish washer, and to fix 
  a couple of other miscellaneous items around her house.  We replaced her dishwasher without any 
  issues or leaks, which were checked for with a flashlight and by wiping the line connections with a paper 
  towel to ensure they were moisture free.  A valved for an unused copper supply line under her sink was 
  noted and verified as turned off along with verification that the drain, sink trap, and sink supply lines 
  were not leaking.   
   
  After the dishwasher was installed, we left for lunch and returned to finish our work.  No leaks were 
  noted after lunch and after running a test cycle of the dishwasher.  Before leaving the job, I reviewed 
  the work with *** ***** and showed her paper towels placed under the supply line and drain for the 
  dishwasher while recommending that she inspect for leaks after running the dish washers a few times.  
  *** ****** was not present for inspecting the work and *** ***** asked me to set her clock for her right 
  before leaving. 
   
  The next day she called and wanted us to come back to move the dishwasher further back in the 
  installation space.  We returned and moved it back ¼”, verified that she was satisfied, and verified there 
  were no leaks under the sink or dishwasher.  I reminded her to check for leaks after a few cycles and 
  told her to contact me if she needed anything else. 
   
  A little over four months later, *** ******* nephew called me on a Sunday evening and advised that 
  there was a leak that ruined her floor and that he had removed the unused supply line that might have 
  been the cause of the leak.  He asked me to come over the next day to examine the water damage.  He 
  showed me water that leaked in the basement on shelves with Christmas ornaments, I offered to help 
  with clean up in the basement and to find the source of the problem, and he refused to let me help.   
   
  He said I accepted responsibility for the water damages; I did not.  Too much time passed after our 
  installation for it to have caused of her water problem and *** ******* nephew, who couldn’t replace 
  her dishwasher, admitted to altering the plumbing.  Expecting an insurance claim and not being allowed 
  to attempt to make repairs if any were warranted, I asked for two estimates for repairs, which they 
  refused to provide. 
   
  I later learned that *** ******* nephew was trying to buy the house from her.  He made several phone 
  calls to me after not providing estimates or allowing me to inspect or make repairs.  A couple of months 
  later he provided a $9000-$12000 dollar estimate for replacing her entire kitchen floor.  Several more 
  months went by and the nephew began calling again saying that the house would be empty soon to 
  make repairs, but he never provided another estimate.  After several more months, I learned that she 
  was not going to sell the house to her nephew, yet he kept calling and harassing me until I had to block 
  his number in February 2022. 
   
  The bottom line is that I don’t have a problem with taking responsibility for mistakes and insurance is 
  carried for when mistakes happen.  I was called back about a water leak causing damages months after 
  installing the dishwasher, demanded to take responsibility despite not being permitted to examine the 
  problem, being permitted to repair any problems, after her nephew admitted to working on the 
  plumbing, and without being provided proper estimates and an opportunity for an insurance adjuster to 
  examine the damages. I was responsive to *** ***** and *** ****** until he continued to act 
  unreasonably.  I don’t believe Cox Maintenance Service bears any responsibility and I believe that Mr. 
  ******** complaint is unfair and inaccurate. 
   
  Sincerely, 
   
   
  Mike Cox 
   

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