Complaints

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After moving into our home, we noticed flooding in the garage when it stormed so we hired the company who installed our furnace and air conditioning last year to do some additional projects since we were very satisfied with the work that was previously done. Prior to deciding a solution to the problem, we discussed our options and went with the solution provided by the company since we trusted their professional advice. Company was hired to install a drain and sump pump to the garage to prevent flooding. Originally was finished a day early but incomplete and came the following day to complete the project since the sump pump originally drained in the foundation of the garage. The project was complete but the pipe that was attached to the drain became loose and needed to be repaired. Temporary fix to the pipe came loose after heavy rain and was addressed to the company. After addressing that the repair did not fix the problem, we were accused of attacking them and the issue that was addressed was taken personally. The overall quality of the repair did not provide a long term solution and additional repairs would be needed to be sustainable. We have been accused of taking advantage of the company simply for expecting to have a professional solution to what we originally hired them for. After reaching out back and forth we received no further response with the impression that this will not be resolved. Attached are photos from the detached pipe and the email communication as well as the original contract.

  Business response

  07/20/2023

  **** **** * ****** we are truly sorry that you have been dissatisfied and it has resulted to this situation. Things may have been taken out of context and that was not our intent. We would like to resolve this problem for you asap if you are willing to work with us. We value our customers and try to give them the best possible results in our abilities. Hopefully we can resolve this with you and move on together in the future. Please let us know if this is something you would like us to take care of. Thank you, Jason and Rose

  Customer response

  07/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  Thank you for your response.  We are willing to work together to resolve the issues that were addressed.  We would like for the pipe that was installed to be fixed with a permanent solution to prevent from coming loose in the future and to ensure that we know where the water from the sump pump is draining to.  In addition, we would like to know how to properly clean the drain grate that was installed at the end of the driveway since the grate that was installed does not appear to come out to clean the debris.  
  
  Regards,
  
  ******* ******

*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. ↩