Complaints

This profile includes complaints for The Service Professor LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Service Professor LLC

  4770 50th St SE Grand Rapids, MI 49512-5402

  
• 

  The Service Professor LLC

  7974 W Grand River Hwy Grand Ledge, MI 48837-8212

  
• 

  The Service Professor LLC

  5015 E Michigan Ave Ste D Kalamazoo, MI 49048-2400

  

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:03/12/2025

  Type:Product 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.

  03-5-2025 The agreement was to put a new liner in the sewer line for both bathrooms the whole system, good for 20yrs.the cost was 12k.But they only put 30 foot in.and want more money to finish.Did not pay.I contacted them , try to negotiate. Waiting for their call.

  

  Business Response

  Date: 03/20/2025

  Our tech simply missed the fact there was a toilet in the basement, so the customer was originally under quoted. The Sewer & Drain manager contacted the customer, settled on a price to get it all taken care of.

• Initial Complaint

  Date:02/26/2025

  Type:Sales and Advertising 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.

  Company came out in 2022 to line a pipe. Since having it lined we have continued to have water/sewage back up in basement. Reached out and they came out November 2024 and did a camera to determine there is a **** that is covered under warranty. Have been calling every week or two since then to get the manager to come out and fix the **** under warranty and have never received a call to have someone come out to mitigate the problem under warranty. I have called probably around 10 times now and have not had the problem fixed.

  

  Business Response

  Date: 03/19/2025

  We simply handled the issue under warranty. The ** called the next day to ensure everything had gone to plan and that they were satisfied with what was done. 

  Customer Answer

  Date: 03/20/2025

   
  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,
  
  ***** *****

• Initial Complaint

  Date:01/01/2025

  Type:Service or Repair 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.

  On ***** they quoted us 4500$. They changed the circuit breaker box. The electrical problem persisted ( 12-6 installation) 12-4 the 5 sockets went out again- the came on ***** and changed 3 of the 5 sockets per manager and we were told it was fixed, but we would be charged for any additional service. The problem was never fixed. On Dec 28 the same problem happened.I filed a dispute with synchrony credit card service. They said the dispute could take up to 60 days. I was told to pay the minimum regardless of the dispute outcome. I paid 200$. We were given a name to have it looked at again. We will do this 1-2-2025 to get things figured out. Or call these people at service and complain that the electrical problem fixed at no additional charge.

  Customer Answer

  Date: 01/03/2025

  We never received a copy of their bill to us. We only received a bill from synchrony credit card company. We have let them know that we contacted the BBB and keep them updated. 

  

  Business Response

  Date: 01/17/2025

  Ms. ***,

  Thank you for taking the time to reach out to Service Professor with feedback on your experience.  We are sorry to hear that it was not positive.  We pride ourselves on doing the best work for our customers. We depend on customers like you to continue to provide us with information that will help us continue to improve. We will have a member of our management team reach out to you in regard to your electrical issue to ensure that it has been resolved or will be resolved in a timely manner.  Should you not hear form us, please give uasa call at ************.  Thank you for being a Service Professor customer!

  Customer Answer

  Date: 01/22/2025

  They came back a third time. So far its working but when the electricity has a habit of turning off 10 days to 14 days.

  they did indicate if it happens again- wed be responsible for the bill as they would have to come back and change us to fix the same issue.

  very nice and professional.

• Initial Complaint

  Date:12/03/2024

  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.

  October 16, 2024 The gentleman who came to work at the house ***************************** N.E.. Came without a supply feeder. Told the ladies that he did not have one on the truck and were told they needed to go get one. Which they thought he would put it on. But he left before that could happen. Once The lady's grandson installed it. They found that it wasn't flushing quite right. Instead of calling me, the owner decided to call ************************* to have them get it t flush right. They came and told her it was put back wrong, They charged here $200.00 to repair what Service Professor had install incorrectly.I made a phone call to Service Professor to speak to someone in charge, On November 22, 2024. After my wife telling me that owner(****** *****) spending $200.00 extra to have it repaired. After I had spent $171.00to try to solve the issue. I was told at that time of my call that I would receive phone call within a few days. I am still waiting.

  

  Business Response

  Date: 12/11/2024

  *******,

  Thank you for taking the time to leave a review! 
  
  We pride ourselves on providing five-star service and it looks like we fell short here... We pride ourselves on making sure our customers are given the best ********************** that we can provide.  After all, our business depends on and thrives off of customers like you.  Your experience with Service Professor is of our utmost priority and we want to be sure to resolve this issue for you promptly and to your satisfaction. 

  Our team stands behind all of our work, so if there is something our team could not deliver five-star service on, we want to make it right for you. We always strive to provide each customer with a few options for repairs, ranging from doing nothing to going beyond the current problem to prevent future issues. This gives YOU the power to choose the best option for you, your home, and your finances. We are happy to assist with whatever option you choose. No pressure to pick any option that isn't the best fit for your comfort! 
  

  Please give us a call at ************ to reach a member of our management team.  Thank you!

   

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22633987
  
  I am rejecting this response because: The lady of the house had to have a competition come to her house to repair the messed up work. When they called her and because she a Widow up in age. She told them that the problem has been solve. That's because ******** had fixed what the technician had put in wrong. Your person on the line said that have a good day and proceed to hang-up. She is on a fixed income barely making it and because of your help's poor workmanship she is out of another extra $200.00 dollars. Which with Service Professor and ******** making it a grand total of $ ****** dollars to clean a drain.
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 12/23/2024

  Mr. *****,

  We sincerely apologize for the inconvenience that you have encountered working with Service Professor.  We pride ourselves on making sure that we have great relationships with our former and potential customers.  We are glad that your issue is resolved, and we hope that moving forward, we can help you in a more efficient manner.  If you need further assistance, please call us at ************.  Please let us know how else we can better serve you in the future. Thank you! 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22633987
  
  I am rejecting this response because: You in your mind seem to think that the issue is resolved. Sorry your employee left it in a state of kaos for widow to issue more money to resolve the issue.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/30/2024

  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.

  Date of the transaction: 10/18/24 The amount of money you paid the business:I am being charged $4,345 by the bank they use to finance customer's projects, *************** through Service Professor of ************, ***On 11/6 ************** changed the disputed amount to *****. They dismissed $4,345 charge, then dismissed $***** charge, and as of 11/29, they are charging me $4,345 again. The bank is working with Service Professor against me.What the Business committed to provide you: A Sterling brand ************ walls installation in my bathroom, the only bathroom in the house. To replace the old tub and shower walls.What the nature of the dispute is: Service Professor showed up with the wrong size tub and shower walls, and later told me they could not provide the correct size for my bathroom. They had failed to measure my bathroom first before tearing out the old one, therefore leaving me without a place to shower or bathe. Now they want to be paid in full for the project, yet they have not provided a tub/shower, and only partially ripped out the tub area before leaving early and telling me they couldn't install a tub/shower because they don't have the product and couldn't get one at ********** that they would install. They never called me and I never authorized a $4,345 charge to my credit card. I don't believe I owe them $4,345 because they promised to have a new tub/shower on 10/18 and didn't deliver and there was no follow up. There is also the extra hardship of not having a place to bathe, and the manager claiming that I terminated the project. I did not, the manager abandoned the project by never offering to fix the problem.Whether or not the business has tried to resolve the problem:No, they never called to apologize or offer a way to fix the situation. Instead they charged me without my authorization, and seem to be punishing me for their mistake.I've been a good customer, and they made a mistake, but please don't charge me $4,345 for it.

  

  Business Response

  Date: 12/11/2024

  ***, Thank you for taking the time to leave a review! 
  

  We pride ourselves on providing five-star service and it looks like we fell short here... We pride ourselves on making sure our customers are given the best ********************** that we can provide.  After all, our business depends on and thrives off of customers like you.

  Our team stands behind all of our work, so if there is something our team could not deliver five-star service on, we want to make it right for you. We always strive to provide each customer with a few options for repairs, ranging from doing nothing to going beyond the current problem to prevent future issues. This gives YOU the power to choose the best option for you, your home, and your finances. We are happy to assist with whatever option you choose. No pressure to pick any option that isn't the best fit for your comfort! 

  Please give us a call at ************ to reach a member of our management team.  Thank you!

• Initial Complaint

  Date:11/16/2024

  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.

  We engaged this service to replace a faucet. Through unscrupulous tactics, he convinced me he needed to look at our HVAC system and even started performing diagnostic tests on it, that were not requested. He spent an hour in our basement not addressing the faucet, then tried to hard sell me a new water heater, saying a discount would be applied but only if I bought it while he was there that day. I finally insisted that he only replace the faucet and leave, as I had work to do. He calls me back ten minutes later asking me to pay $520 for the work, before he performed it. I had to forcefully insist that he leave. I refused the service call charge and said I would take it up with the main office after the weekend. The experience was distressful, deceitful and a waste of two hours of my time. Upon investigation *** found that many trade service providers with decent reputations are being bought up by private equity firms that employ this kind of deceitful behavior. I am concerned about the possibility that he might have purposefully caused damage to our HVAC system while unattended. I imagine less savvy consumers could easily be duped, as this guy was a talented scammer with an answer for everything and would only leave the house when explicitly and forcefully told to leave. As I can see from the other complaints here, they have multi-paragraph excuses for their duplicitous behavior, which customers respond to as not an honest assessment from the experience. I fully expect to see the same. November 16th 2024, and this occurred today.

  

  Business Response

  Date: 11/20/2024

  Mr. ******,

  Thank you for taking the time to provide us with feedback on your experience with Service Professor.  We are sorry that we did not meet your expectations and strive to be better.  We always want to keep improving and ensuring that our customers get the best ********************** that we can provide. I believe that you have contacted by a manager and have resolved your issue.  If you have any further questions or concerns, please contact us, and we will work to ensure your satisfaction.  Thank you! 

• Initial Complaint

  Date:11/04/2024

  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.

  Monday October 28th, 2024 my Fianc had scheduled Service Professor to have a technician come take a look at our furnace as it was not working. Will ****** is the technician that came to our home and looked at our furnace. All he did was take a little camera out and look inside of the furnace. After that he told us the seal was broke on the motor and to not run our furnace. He said it was a safety issue. And that we would need a whole new furnace put in. I explained to him that we just bought the house a few months ago and the furnace was working. He ended up giving us a rough estimate as to how much a new furnace would cost. Anywhere from 7k to 10k. While the price sounds outrageous that wasnt our issue with the company. Will sent pictures to my fiance of our furnace to show what was wrong with it. The pictures that were sent were not even pictures of our homes furnace. It was all a lie. We paid 79 dollars for service professor to come lie to use and try to take advantage of new home owners. On Wednesday October 30th we had a different company come look at our furnace and they were able to fix it for 700$. And they also checked to make sure it everything was safe. We asked the technician from the new company to look at the photos we were sent and they stated that those photos werent even our furnace. I believe service professor was trying to take advantage of new home owners and make a good commission for themselves. I would never recommend using service professor. I think we should get our money back from service professor but most of all I just want more people to be aware of this business and the scams they are trying to run. I attached the invoice we received however when I tried to attach photos those were too big to attach.

  

  Business Response

  Date: 11/04/2024

  Good afternoon,

  We at Service Professor want to thank you for taking the time to make us aware of your concern. We apologize for the inconvenience caused by your experience. 
  

  We pride ourselves on providing five-star service and it looks like we fell short here... We'd love to learn more about your experience so we can improve and make this right for you. Our team stands behind all of our work, so if there is something our team could not deliver five-star service on, we want to make it right for you. We always strive to provide each customer with a few options for repairs, ranging from doing nothing to going beyond the current problem to prevent future issues.  Sharing images that are not accurate to your home's system, is not something that falls within out core values as a company.  I can assure you that we are actively investigating this concern.  Our customers deserve and expect honest, dependable service.  We have escalated this to leadership, and someone will be in contact with you with both a solution and an explanation. 

  
  Please give us a call at ************ to reach a member of our management team.

• Initial Complaint

  Date:10/21/2024

  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.

  On June 28, 2024, they reconstructed my main drain. They were here for approximately ***** hours. A team of 2 returned on July 1st to move appliances back into place, etc. I expressed my concern regarding very little water pressure from the kitchen faucet, which the crew turned on and off several times during the job on 6/28. They looked at it and gave me a possible resolution. They said if that didn't work call them back. After they left, I discovered a dent in my new dryer and a damaged piece of exterior trim on the door they used to bring in and out heavy equipment they needed for the job. Periodically, I have noticed the water coming up the drain, which I don't think is supposed to happen. I have not received the paperwork or warranty that was supposed to have been mailed to me. My account was overcharged, and accounting never returned my call. I have questions about the finishing work that was done, or not done, to the concrete they had to replace. I have called and texted several times. I did talk with 2 different people 2 different times, both promising they would have someone get back to me right away. To date, that has not happened. I do not know how they stay in business with such poor customer ********************** and lack of job follow-up! I am extremely disappointed and would never recommend this company. The job was very expensive but I trusted their experience with such an invasive repair project.

  

  Business Response

  Date: 10/24/2024

  Ms. ****, thank you for taking the time to leave a review! 
  

  We pride ourselves on providing five-star service and it looks like we fell short here. We are sorry to hear that you have had a less than satisfying experience with Service Professor. We always strive to ensure that you are receiving the quality experience and expertise that we aim to provide to our customers. Our team stands behind all of our work, so if there is something our team could not deliver five-star service on, we want to make it right for you. We have escalated your concerns to the team Lead and you should expect a call to address both the customer ********************** and repair issues. You can also call us a call at ************ to reach a member of our management team.
  

  Thanks! 

  
  

  Customer Answer

  Date: 10/29/2024

  I am not ready for this case to be closed. Today I  talked with them on the phone. We have an app't scheduled for Thursday 10/31 mid-afternoon for an assessment of work/repair that needs to be completed. I appreciate your help in this matter. It was evident they weren't interested in taking care of my customer ********************** issues until the BBB stepped in, so thank you! ~Carolyn 

• Initial Complaint

  Date:10/11/2024

  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.

  9/11/24. The contract for work was signed, and a down payment was made. Contract attached below 9/17/24. Initial plumbing work completed.9/17/24. the remainder of the payment was withdrawn. Note that according to their contract, the final payment is not due until the work is completed. I called several times to inquire about the inspection and completion date and was told the person who handles permits was on vacation. Upon her return to the office, it was discovered that the permit had not been properly filed. It took several more phone calls to get the permit filed and the inspection scheduled. 10/7/24. Inspection completed and approved. 10/7/24. I notified **** of approval and was told they would escalate the job so that it would get completed within the week. As of 10/11/24 at 1 PM, the job is still incomplete. The picture below shows the current state of the job.

  

  Business Response

  Date: 10/18/2024

  ***** and *****, t**** you for taking the time to leave a review! 

  We pride ourselves on providing five-star service and it looks like we fell short here.  We apologize that the delay in the work in your basement is causing you an inconvenience and certainly can understand your frustration. Our team stands behind all of our work, so if there is something our team could not deliver five-star service on, we want to make it right for you. We always strive to provide each customer with a few options for repairs, ranging from doing nothing to going beyond the current problem to prevent future issues. This gives YOU the power to choose the best option for you, your home, and your finances.  We can assure you that this issue is being taken seriously and has been escalated so that we can resolve it in a timely manner.  Again, we do apologize for any disruption this is causing in your daily lives. 
  

  Please give us a call at ************ to reach a member of our management team.

   

   

• Initial Complaint

  Date:09/17/2024

  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.

  My furnace went out. I call service professor. They came out found the issue. That part was great. We all agreed on the $1300. I am a college student and a single father with a very tight budget. The college is even going to help pay a portion of the $1300. The college and I has tried to get a hold of someone to pay and start the process. None of us can get a hold of a person in the accounting department. I have been trying for 5 days now to get this issue taken care of. Even the Manager ***** doesn't return the phone call I leave as I am just trying to get my furnace fixed. The ********** needs to talk to a human to send the money over, but they can't get anyone that can help. I have done the same and we only get a voice box for the accounting department every time we try to call. I am going on 1 1/2 to 2 weeks without a working furnace. I want to get my furnace fixed. I even tried other **** companies, and they all want well over what Service Professor quoted. If I had the funds, I would definitely go somewhere else to a company that has people to talk to other then a receptionist. I just want someone that the college can talk to so the payment can go through, and I can get my furnace fixed.

  

  Business Response

  Date: 09/25/2024

  Mr. ********,

  We appreciate the feedback that you have provided. We are always striving to better the best resource possible for our customers.  One of our Managers, ******, has reached back out to you, leaving two voicemails.  Please give us a call back at your earliest convenience so that we can fix the issue and ensure that you have gotten what you need from us here at Service Professor.  Thank you and have a great day. 

  Customer Answer

  Date: 09/25/2024

  I found another company with better communication and about $360 cheaper. This new company is on their way today to work on my furnace. This complaint doesn't need to go any further. They have just lost a customer and I will just tell others the headache I got with trying to work with Service Professor. 

   

  This complaint was not fixed by Service Professor. I just found someone more willing to work with my circumstances I am in right now and the new company quoted much cheaper for the same work. So I am going with the new company I am working with. 

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22296631
  
  I am rejecting this response because: I found another company that works more to keep in contact with me and quoted me about $360 cheaper for the same work. They also been working harder to work with me and my circumstances I have going on. 
  
  Sincerely,
  
  ******* ********