ComplaintsforEcoFirst Plumbing

• Initial Complaint

  08/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Had a new sump pump installed in 2019 by this business. Owner offered me a 10-visit maintenance plan for $500. After visit number 5, starts to be very hard to get a hold of (calls and texts), as well as being late to the appointed date. #7 was supposed to be in may, only to be scheduled for Aug 3. Never showed on aug 3, no call or text with reason. Uploaded photo shows late visits beginning on nov 2022, didn't show until Jan 2023

  

  Business response

  08/08/2023

  Hi, just responding to **** complaint. I have texts that i agreed to show up on Aug 3rd to do maintenance because we agreed to a 5 year 10 visit maintenance plan. So yes I was supposed to be there Aug. 3rd.  *** also knows that I'm extremely busy and maintenance can be done anytime that works. It's only a maintenance. Not sure why hes upset that I couldn't show up on the day of maintenance when he knows I'm busy. He has not contacted me to arrange a time for me to stop by or call me. The value is $350 per visit but because I built ***** ****** in Burnaby for his wife I offered him an incredible deal of $50 per visit because I explained the value. He agreed. Of course because the value is there. I didn't miss a maintenance and wasn't planning on it. Part of the hydroflush maintenance of pipes I also thrown in sump pump cleaning and 2 sump pump inspections. Why he feels he needed to write a complaint about a day that I missed when he knows I'm busy and I said to him "at some point on August" and we agreed. That was the last time we talked. It's in my schedule to go to his house later next week....... Sometimes I can't make all appointments, but I do always let people know if I can or cannot make it. For the most everybody always understands that sometimes appointments need to be re booked. All I do is help people with plumbing issues. I also have texts of conversations to verify what I'm saying. I wonder if I should contact him?, not sure if that will help considering he went to the extent of writing a complaint on the bbb.  Thank you for reading, please contact me if there's any other info that you need to hear. Thank you

  Rob

  Customer response

  08/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  - price of maintenance plan was offered before the bakery was built. Never was it mentioned it's a discounted price because of additional future work being provided

  - main complaint is due to ghosting. If you are too busy to make it, say so. If you have a rescheduled date, say so. Clear lines of communication. 

  - gave the option to cancel the maintenance plan if it's too inconvenient. I understand it's not a big ticket visit. Just refund for services not rendered. 

  Sincerely,
  
  ******** ****

   

  Rob, you have my number and could reach me at any time to discuss this. You were not responding to my calls or texts and that's why I'm writing here. 

  

  Business response

  09/08/2023

  It's pretty easy to get a hold of me ***. I have all the texts back and forth from us. Lines of communication seem very clear. Last text was July 18th so not that long ago........I've done all the maintenances for 3 years now........your last text said you wanted to cancel. That's why I didn't show up. If you want a refund it's no problem. Just pro rate it. $50 x 4 visits remaining= $200. Let me know ***. No problem. Thank you.

  Customer response

  12/08/2023

  
  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.
  
  Sincerely,
  
  ******** ****

*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. ↩