Complaints

• Initial Complaint

  04/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  All City Environmental was called out to my unit by my building engineer to resolve an issue with the back flow of system line (category 3) water. They rodded the line but decline to submit their plumbing report to me upon request to include with my insurance claim. Their failure to respond to both call and email requests for this information resulted in delays in insurance and water mitigation handling.

  Business response

  04/24/2023

  We were called out by the building Engineer for ********************. Unit 501 was experiencing a backup in their kitchen sink. We dispatched a Plumber out within one hour. The plumber was able to open the drain and put the sink back together. We tested the sink, and the water was draining properly. In the days to follow the tenant reached out directly to our office at All City. Because the work was performed through the building, we are not a liberty to give out information regarding the call. We asked the tenant to talk with the building as they are the ones who are paying the invoice. All City completed the work in a timely and professional manner. There is no reason for this complaint to be filed. The tenant did not reach out to us for service. She is putting slander on our company name because she is upset with her building. Please do not allow an individual who did not call our company out to damage our reputation. 

   

  Customer response

  04/24/2023

   
  Complaint: 19967034
  
  I am rejecting this response because: the business has not made any attempt in resolution of this issue. As stated previously, I have no issues with the work that was completed on the date of service; the failure of this business was in following up with a completed and detailed report/diagnostics of this plumbing issue. I am the unit owner, not a rental tenant, and as such am entitled to a summary of the work completed in my unit, especially as that information informs the water restoration and insurance claims. Now I understand this business may have different contracts with individuals vs buildings, however I communicated multiple times to this business that neither myself nor the building management nor the building engineer have been provided a copy of the detailed plumbing report, and no solution to that issue was provided to me. I called and emailed this business several times last week, with no proactive response from them. The only time I received direct communication from this business was a harassing angry text this morning in response to this complaint, which I find incredibly unprofessional. 

  I acknowledge that some of my understanding of the situation rests with assuming my building management is being truthful about their access to the plumbing report, that is a separate issue I am taking up with my building and homeowner's association and has not bearing on how ACE has operated in response to my request as the unit owner. 

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

• Initial Complaint

  02/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The company performed service in my unit and created the invoice that i disagree with. I called multiple times requesting to speak with the person that performed the job on site and I was talk that "they are not obligated to speak to me". Service date 9/20/2021. I would like the person that performed the job to call me and discuss the invoice. Wording is money in my case! I was fined $500 for the mistake he made in invoice

*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. ↩