ComplaintsforKay Plumbing, Heating & Cooling

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I hired Kay Plumbing to do a job unclogging a drain line. They did the job mistakenly at first but still got it done. When they finished they pressured me to buy a $100 yearly guarantee. I contacted them to cancel it later and they never responded. I also then contacted them to take advantage of the service several weeks later and they never responded. They never contacted me. Two full years later they charged me $100 out of the blue without any communication. They have a direct deposit to ACH withdraw from my bank and they will not respond to me.

  

  Business response

  08/01/2024

  *** ******* *** , 
  Upon investigation you signed an agreement that states it auto renews every year . Unless a written notification is sent to the business 15 days prior to renewal every year . There was no written notice until today when we spoke . I do understand that you stated that you spoke to someone two years ago but there is no record or notes of this happening . I did resend the contract to you. I have now canceled the contract for you because I have received written notice. There is a signed agreement stating that the agreement auto renews unless a written cancelation is provided. Nevertheless you have paid for the year so you will have all of your agreement benefits until 7-25-2025 .  
  
  

  Customer response

  08/01/2024

  
  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

  05/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called for an appointment for some plumbing work. I was told it would be later in the day. In the meantime my daughter became ill and needed to go to the doctor. I called the office and was told the technician was 20 minutes away so I canceled the appointment. Kay Plumbing is trying to charge me $299.00 for their truck turning around in my driveway.

  

  Business response

  05/26/2023

  Tell us why We are sorry that the customer is not satisfied with our service. Ms. ********* called on a Saturday, which for us is after hours, needing emergency service. Our trip charge was provided to her before the call was scheduled. The customer was informed of the plumber's estimated time of arrival, as we do not dispatch until we communicate this information to the customer. She agreed to send our plumber to her home. Our plumber was in her driveway when she called to cancel the service. We have photos of the truck at her home and gps on our trucks which both show we went to her home. Once the okay is given by the customer the trip charge is due. Ms. ********* refused to pay our plumber for the trip to her home after hours. We verified the details as all of the phone conversations are recorded. The customer called at 10:20am and booked the call and was told we could have a plumber to her within an hour, then she was called and notified at 10:49am of the plumber's estimated time of arrival of about 20 minutes. The customer called at 11:19am to cancel. The customer was kindly informed at the time of booking the service that our after hours trip charge was only to get the plumber to her location, and all other pricing would be discussed once the plumber had assessed the emergency situation....

*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. ↩