Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called this company on Tuesday, 1/14/25 in the evening to set an appointment for a plumbing issue in the bathroom for the following day. The scheduler informed me that the technician would provide a price in the beginning of the job and the price would not change regardless of what the technician finds while fixing the issue. I found that to be rare in today's world, so I confirmed with her that the price given in the beginning would be honored and be the final price and she stated yes. I reserved the appointment for the following day wednesday, 1/15. The technician presented me with 3 different quotes, ranging from $1400 to $266 to replace a tub spout. We agreed on the price of $266 and the technician offered to also replace the shower handle since the nickel finish was peeling off and because I had an extra handle close by at no extra charge. I graciously agreed. When he finished installing the new tub spout and handle, he informed me that when he removed the old handle, a piece on the inside 'crumbled' and broke, so he had to replace it. This was not discussed during the job. It was told to me after he finished, along with that I would be charged only half of what it normally costs to replace this particular piece ($5-600). It sounded strange in the moment, but without thinking, I paid for the service. I then called the office and explained that it seemed like false advertising to tell a customer that the quoted price is the final price No matter what else they run into, when that's not the case. The service manager said that is not their policy, and the call center manager would review the call. I think it's dishonest work and not 'done right'. I was not shown this crumbled piece either. I would like a refund of the $279 that I was charged to replace this piece, that for all I know, could have been broken by accident or roughness. I shouldn't have to absorb the cost of a tech/company's mistake, and the policy that I was given on the phone should be upheld.

  

  Business Response

  Date: 01/23/2025

  Good morning ******, I'm sorry that you have had this experience with our company. You are 100% correct, all of our quotes are upfront and once we quote you a price for the job there is no reason we should be charging customers additional. I do see pictures (also attached) of the older tub and shower faucet handle that looks to be in a very corroded state. Knowing this up front our technician should have let you know its potential of it breaking before starting this work. And if this was not done, then we are in the wrong and would love to make it right for you. I have reached out to you via phone call and also a text here this morning and am eager to make the situation right with you. Please give us a call back at our office at 302-317-1000. Thank you 

  Customer Answer

  Date: 01/28/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 22846311
  

   

   

   

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Done Right Today Plumbing re-piped my home in 12/21. After they finished, I had the dry wall they cut out replaced and painted. Months later it was discovered the plumbing lines in the guest bathroom had been crossed (hot water connected to the toilet). I contacted them in 12/22. They stated they would correct the problem and would replace and paint any dry wall. They sent someone out in 12/22 who confirmed the toilet line was crossed but also all the lines in that bathroom were crossed (toilet, tub and sink). That technician stated they could not fix the problem that day and had to reschedule and also stated the company would replace and paint the dry wall as they would have to cut into the walls again to fix the problem. They rescheduled for 1/9/23. A different technician came and corrected the crossed lines. This technician stated someone would contact me to schedule replacing and painting the dry wall. After 3 weeks not hearing from the company, I called them on 1/30. The person (a female) I spoke with stated she had not knowledge of this repair. She then told me to contact the person the company uses to make these repairs. She gave me the contact info and assured me the company would pay the fees. I contacted the repair person the same day. He came on 2/3 and replaced the dry wall. He returned on 2/8 to apply the dry wall compound. On 2/17 after not hearing from him I contacted him. As he requested, I told him my availability but have not heard back from him since. As of this date, the repair is not complete. In addition, I have never gotten a call from the company to see if the issue was resolved.

  

  Business Response

  Date: 03/29/2023

  The concern has been resolved.. Also we have been trying to contact her for weeks now. 

  Done Right Today
  

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

   

   

   

  Complaint ID: 19500668

   

  The company's comment that they tried for several weeks to reach me is a lie. They did not contact me until 3/9/23, which is after I filed this complaint. I was able to speak with them on 3/10/23. They finally repaired the area on 3/13/23. Will never do business with this company again nor recommend them to anyone.

   

• Initial Complaint

  Date:09/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Plumbing Repiping completed on August 10, 2022. Need invoice for the completed work - $8889.00 so I can submit claim to my insurance co. Done Right Today Plumbing keeps promising an invoice at the close of business and no invoice is sent to me.

  

  Business Response

  Date: 09/20/2022

  Good Morning Mrs. ***,
  
  Thank you for using our services. After every job is completed, we email invoices over to our customers; which includes the scope of the work and any warranty information. We have tried reaching out multiple times in reference to your request. Unfortunately this information posted on the BBB site does conflict with what information you are requesting from Done Right Today. You have requested we change the payment type on your invoice, subtract discounts that were added, and break down an invoice so you can submit it to your insurance company. Legally, and morally for Done Right Today, this is not something that we are willing to do. We have sent you over your invoice multiple times with the correct scope of work, and correct payment information. I would be more than happy to re-send you over the invoice for the repipe for the submitted amount with the correct payment method on it. Also, please feel free to reach out to my at ************ ** ** ***** ** ***************************

  Customer Answer

  Date: 10/21/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  

  I had my pipes redone and finished on Aug 10, 2022 due to a plumbing leak - At the same time I had my hot water heater replaced - I requested an invoice only for the piping job done so I could submit to my insurance co for a re-imbursement claim. The replaced hot water heater had nothing to do with the piping part of the job. Co refused to itemize my transactions and said they don't separate work transactions - I told them a hand written invoice for the piping job was totally acceptable if their computer system could not break up the transactions - They still refused to give me a hand written invoice for the piping job - I suspect I got ripped off in the pricing as apparently they have something to hide - Please follow up more aggressively in this matter as I need it for insurance claim purposes - To say the least I would never deal with or recommend this co to anyone -

  
  

  Desired Resolution / Outcome

  Desired Resolution:

  Explanation of Charges

  
  
  
  Regards,

  Complaint ID: 18047592