ComplaintsforMoon Valley Plumbing & Rooter

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a complete exterior sewer collapse at my residence in ****, **. Luckily I had warranty through the ************. They sent my job to Moon Valley Plumbing who initially were kind, positive, and I was ensured the job would be done.Right after the sewer line was replaced from the stoop to the sidewalk, I noticed the cleanouts were too high. Not only that, they cracked my concrete (at front door) where it appears they used a sledgehammer to break the stoop. No concrete cutters were used on this job.I called ****** (manager) at Moon Valley who was defiant when asked why wasnt the concrete (3 x 3) wasnt just replaced. Instead, they poured concrete in the middle to which made it look like an epoxy live edge table. I said I would had paid extra but she did not care, Thats only whats covered.A week later, the dirt collapsed which shows their quality of work. No dirt was compacted. Underneath the custom live edge stoop there is a den where local stray dogs can now reside. I called ****** who said the owner came out and took photos and will fix the problems. She was rude and made it sound like it was my problem they didnt do the job professionally in the first place.As for the concrete live edge stoop (they made), she said they are absolutely not going to replace the concrete. Her method to packing the hole underneath the concrete is to stuff dirt from the sides.Let the photos speaks for themselves. They will also leave trash and old piping in your yard.

  

  Business response

  12/29/2022

  We are in receipt of the complaint filed by ****************** and regret to learn of his dissatisfaction.HomeServe *** places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are working with ****************** to resolve the issue to his satisfaction.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome ****************** to reach out to us with any further concerns.

  Customer response

  12/30/2022

  *************************** from HomeServe contacted me via telephone on 12/20/2022 and requested photos of the work completed by Moon Valley Plumbing **** i sent the requested email and photos on 12/20/2022. I have yet to hear back from her, HomeServe, or Moon Valley Plumbing **** 

  This matter is NOT resolved nor has any responses been made after my attempt. 

  

  Business response

  01/06/2023

  We are in receipt of the complaint filed by ****************** and regret to learn of his dissatisfaction.HomeServe *** places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are working with ****************** to resolve the issue to his satisfaction.
  
  In response to this complaint a member of ***************** of the ********* reached out to ****************** on January 6, 2023. The member requested documentation from ******************. Once the documentation has been received it will be reviewed and discussed with *****************.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome ****************** to reach out to us with any further concerns.

*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. ↩