Complaints

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• Initial Complaint

  Date:08/01/2022

  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.

  I had Roland do two jobs for me, The first time, everything went well and that was because Armando did most of the work. Instead, one day I had a severe leak that was occurring in both bathrooms. I contacted Roland to see if he could help. He told me to call the city and have the water turned off and he would call some guy named Alex. Roland and Alex arrived later that day. Alex and Roland were looking in my front yard for the clean outs and advised my I did not have any. They even checked my neighbors to see if they had clean outs which both came to the conclusion, my neighborhood did not have clean outs. I actually do have clean outs as well as all my neighbors. Alex and Roland looked right at them and stated they were for the sprinkler system. They determined I had a blockage. Roland advised it would cost $400 for the work and they would come by the next morning. The next morning they both arrived with a snake and climbed onto my roof. Again, they did nothing with my clean outs. After about 20 minutes, Hthe blockage seemed to be taken care of and my bathrooms were no longer backed up/leaking. I paid Roland $400 cash in which he gave $200 to Alex and $200 for himself. I did not ask for a receipt because I had a future job for him and would ask for it then. 3 days later, the exact same situation with the blockage and leaking occurred. I contacted Roland and told him. He stated he was in Austin until the following Tuesday, Needless to say, I has someone else fix the issue by fixing the blockage in the clean outs. No problems since then. I started to ask Roland for a receipt for the work that was done the previous Wednesday. He ignored my texts until I called from a different number. When I told him I wanted a receipt he said "what for?, I do not want to stress out Alex." He continued to ignore my request for a receipt and it still has not been received. He stated I should contact Alex but I want a breakdown of both their charges.

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/08/16) */ Re: Complaint Activity Report Case #XXXXXXXX This statement is in response to Case # XXXXXXXX filed by A. ****. What the claimant did not state in her complaint is that we were outside with her looking for the cleanout all around the home. (She knows it, because she was outside with us looking for the cleanouts.) All we found were the sprinkler system in the front of the house. Alex told her we will be back in the morning to run the snakes through the 2 roof vents on top of the home. He also told her it would cost $400.00, which she approved! The next morning around 8am, we were at her home like we told her we would be. It took over 1 hour and 30 minutes (that's with 2 men), after running the snake though the 2 vents, checking the 2 bathrooms and sinks in both bathrooms, cleaning out all the hair in both stoppers and removing the pivot rods at both sinks, checking both tubs, and removing the hair in the stoppers at both tubs, before we got her drains at all locations running without and blockage. It did not take us 20 minutes as she stated. So after we got her drains unblocked, she paid the $400. She never asked for a receipt. She then stated to us that her friend paid $500 for the same work to be done on her friend's home. Alex also stressed to her that if it plugged up again, then you had other blockage or you could have roots from the trees in front of her home and that he was heading out of town to do another job and would not be back for a week or two. 3 days later, she did call me and I told her I was in Austin and would not be back in town until the following Tuesday. Her drain system had blockage again. Most of the time when you get a plugged drain, they will drain very slowly, but it will drain. She told me the whole system was backed up again. Alex stated to her that if it plugged up again, then you had other blockage or you could have roots there from the trees in the front of her home. Just because we did not find the cleanout, this was not the problem with her drainage system. This is the part which she did not state in her complaint was the fact that she was harassing me by calling everyday and texting me everyday. At first, I would talk with her and tell her the same thing Alex explained to her, but when she told me "I'm gonna do whatever I have to do to get a receipt or refund," I was done communicating with her. She also does not mention that before her drain system backed up, we remodeled her parents master bathroom. Their tub was plugged up and its been about maybe 4-5 months ago and they've never had any problems or callbacks from them. We wish her the very best in having her drain system repaired. Consumer Response /* (3000, 7, 2022/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated, those were the clean outs they were looking at not the sprinkler system. The sprinkler system is housed in a different part of the yard. Those are the clean outs that they were both looking at. As far as the length of time they were there, that is false. Alex had made it very clear the previous day that he has to be in Frisco at 9:00 AM. I also had a meeting at 9:00 AM that I was present for. If they showed up at 8:00 AM, that means they would have left at 9:30 AM according to Roland's estimate meaning I would have missed my meeting due to the noise and Alex would have missed his appointment. They were gone by 8:30 AM. As far as his claims of harassment, when a customer reaches out and does not receive a response when asking for a receipt and getting a different answer every time, there will be repeated contact until the matter is resolved. First, it was "I have been so busy," or "I don't want to stress Alex out" or "I have nothing to do with this, you should have asked Alex for a receipt." Please provide Alex's company and contact information so that I may inquire about a receipt. Actually, I want a receipt from both Alex and Roland. Your response of it was two men for 90 minutes is invalid. I want a breakdown for the 30 minutes of work done by both Roland and Alex. I want to see a physical receipt. You provided one for your last job, why is it so hard to get one now? In regard to my parents' remodel, that was a referral I provided to him. I inquired to my parents if there was a backup with their bathroom. They stated the bathtub was draining slow but not blocked. They said their remodel has nothing to do with this situation. They also stated Roland attempted to swindle them out of additional money. Although Roland had provided a quote that my parents accepted, Roland attempted to charge them an additional $25 each to install a toilet paper holder and towel holders for a total of $75. When my father inquired about it, Roland took the charge off. They also made it clear that they would never use his services again based on that action. The work was performed on the 6/8/2022 and I gave him until 6/20/22 for a receipt. Did not receive one. Filed this complaint on 8.1.2022, almost 2 months later and still have not received a receipt. I want a receipt from both Alex and *******. I have attached a copy of the receipt that Roland provided for previous work. He obviously is capable of it so why the difficulty now? Let's recap: Roland and Alex were looking at the cleanouts not the sprinkler system. Your timeline of how long you were at my house are false as listed above Your claims of harassment are also false. Roland spoke to me once and that was it. He did not offer any solutions. He acts like he was attempting to help me, but he was actually trying to avoid me. I want a detailed receipt from both Alex and Roland detailing work. Your attempt to explain charges and timeline are false. I will continue to pursue this matter through all legal channels until my request is satisfied. A receipt from both Alex and Roland. Business Response /* (4000, 12, 2022/09/05) */ Re: Complaint Activity Report Case #91673769 (2nd rebuttal) Ms. ****'s receipt is in the first rebuttal. We explained that we could not find the clean-out to the house already and it happens, but the clean-outs were not causing the blockage to all her plumbing issues. That was caused by other plumbing issues. With that being said, we are done with this complaint of hers, asking for a receipt or any other issue. We wish her the very best in having her plumbing system repaired. Thank you DRR Properties Inc ******* *****. Consumer Response /* (4200, 14, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept verbal or written receipts. This is not over until I receive a receipt from both companies. You have provided a receipt in the past and I want one from you and Alex from this job. It was the clean outs that were causing the blockages. If a receipt is not received, legal action will be taken.