Complaints

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Non-working toilet going on six days. I reside at ***************** in *********** and Property Management Services of Burlington *** is the manager/maintainer for these rental apartments. On Jan 5, I called their office on several occasions (left a telephonic message on the third attempt) to report a clogged toilet. I did not hear back from them and on Jan 8, I called the office again around 10:55am (I guess no one reviews telephone messages). This time I spoke to an associate, and she stated she was going to call the maintenance team. I did not receive any calls from the maintenance team and the maintenance did not show up on Jan 8. It is Jan 10 and I still do not have a working toilet.

  Business response

  01/22/2024

  Please be advised that ******************** called my office on Jan 5th and left a message which was not picked up until January 8th.  In speaking with ******************** on January 10th he advised me of that call via another phone call to my office.  He informed me about a clogged toilet and I stated to ******************** that we are not in on weekends but if he called in on January 5th which was a Friday I leave my direct cell number for emergencies which he could have called as I take calls all the time after hours and on weekends from tenants.  His response to me was well on the 5th it wasn't an emergency because it was only going down slow! My response to him was yes but you are just informing me that you have gone 6 days without operable plumbing and that you contacted the BBB to lodge a complaint against my company but you're telling me then it wasn't an emergency but it is an emergency now because now it won't flush at all is that correct? His response was yes that's correct.  That was on the 10th of January so I told him that I will call a plumber to come out.  He stated that he had to leave in the afternoon and my response was I cannot guarantee a plumber is going to come out directly but I will try.  As it turns out A-Anthony's ******** went out around Noon-1pm on the 10th and low and behold ******************** informed him that he threw cooked rice down the toilet! My plumber told him that under no circumstances should anything other then your waste be flushed down the toilet and ******************** said yes but it was cooked.  I personally don't understand that logic but this was a self inflicted circumstance and ******************** is extremely lucky that the landlord chose this time not to charge him the $375 plumbing bill.  So with all of this said I find it incredible that this tenant would lodge a complaint against my company for not being responsive with his particular need of plumbing assistance when it was 1/ by his own words initially was not an emergency 2/ he had my emergency number to call all thru the week if he is claiming he had not plumbing for 6 days and failed to do so and lastly but most importantly 3/ it was his own doing that the clog happened in the first place.  I would like this complain stricken from my record with the BBB as it is entirely non-founded, Respectfully submitted, ************************************, ************ direct number

  Customer response

  01/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  I have reviewed the response made by the business in reference to complaint ID ******** and even though there are timeline errors from the business (I called on Jan 8, spoke to an associate, and stayed at the apartment most of the day waiting on a response from the plumber - which did not happen), I find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************

*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. ↩