ComplaintsforHome Service Doctors LLC

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05/09/2023 I have called Home Service Doctors to troubleshoot the issue with the gas smell in my house. Their advertisement says $59 Gas Line Repair Evaluation + Immediate Dispatching. ou can expect immediate dispatching when you call now! What you get from the Home Service Doctors: • We'll come to your home • Service includes a visual evaluation from our expert plumbers • Provide an expert diagnosis for your gas line • Present you with trusted solutions on what to do next • The Evaluation for our Plumbing services will be waived if you donate 5 canned goods • 100% satisfaction guarantee Technician arrived on the 05/10/2023 and stated right away that he does smell the gas. He than proceeded that the next test he needs to do will cost $529 regardless of what advertisement says. I was able to discuss with the office and they have removed the charge. No issue found during that test, he than said that that he needs to do another test which cost $666. I have tried to discuss with the office manager but he just shut me down and hang up on me. This is not the way how the business is supposed to be done. I would like them to stop advertising false advertisements, and call me for an official apology!

  Business response

  06/09/2023

  We did indeed book and run a call with this customer on the date of May 9th 2023.  The customer had a concern with a gas smell.  The $59 dollar fee covers our typical dispatch fee (service call fee) and a visual diagnostic of an issue.  Should further diagnostics be needed that require physical labor and the use of tools, an upfront price is provided.  In this customers case, because of his complaint, our technician was approved by our office to perform a leak test at no additional charge.  This test is typically a $524 value which involves bubble testing all joints in the line to identify a leak.  This test showed no leaks.  The next step would have been a pressure and electronic snifter test, which was declined.  Ultimately, the customer did not pay for anything with us on-site and trying to work with him for nearly 2 hours (1 hour and 55 minutes).  As I was convinced that we would not be able to meet his expectations and due to the customers abusive language towards the technician and office staff I let him know it would be best to find someone else.  I sincerely hope he found someone to work with.    

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/17/23 Home Service Doctors of Fairfax, Virginia, said they would send a technician to my house for $59 or five (5) cans of food. Is this a legitimate offer? I

  Business response

  02/27/2023

  It is indeed a real offer. We waive our dispatch fees for the donation of canned food items which we collect and take to local food banks. Currently we donate the food to the ****** ******* Chow Wagon which sends underprivileged students home with food to eat over the weekend. 

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  9/15/22 Plumber came to fix leak in bathroom faucet. He got mastic and scratches on the floor and cabinets, botched the repair, destroyed a second sink and constantly displayed his screen saver with pornographic images to a female home alone. He was kicked out with both sinks taken apart and one not even connected to the pipes. It is not only incompetence, but constitutes sexual harassment. Complaints to the company have gone unanswered. This is outrageous. And he took payment of over $500 in advance.

  Business response

  09/20/2022

  This matter has been turned over to legal due to the nature of the complaint. Customer is aware.

  Customer response

  09/21/2022

  ---------- Forwarded message ---------
  From: ********************* <*********************>
  Date: Tue, Sep 20, 2022 at 12:11 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  Cc: ***************************** <***********************>, <***********************************>
  

  
  

  Please close out this complaint. The business is attempting to resolve my concerns.

  
  

  Sent from my ****

• Initial Complaint

  03/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1-19-22 they said we had leaking from vertical stack from third floor all the way to basement they told us this would cost 6,917 dollars and we had to put a down payment of 3,458.50 but upon farther investing we found no leaking so we ask for our money back and they said no they did no work so we want our money back

  Business response

  03/03/2022

  Good morning.  A check was hand delivered to the customer February 28th at 10:30 in the morning.  

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm writing about Home Services Doctor at *****************, Fairfax, VA also known as ******** ******* at *********************, Manassas, Virginia. We asked them to fix our existing toilet, which is only a few years old and wasn't operating properly. It should have cost $250 at most. The technician had my husband push a button on an **** which apparently gave them authorization to replace the toilet entirely for $1,100 (the toilet itself sells for less than $300). Perhaps we should have been suspicious when my husband asked, "Why am I having to sign so many copies of this form?" and the plumber replied "We'll need those for court." When I contacted the company to complain and ask that they either return our toilet or reduce the price in keeping with what we hired them to do, they were hostile and rude. Both the owner Randy and his employee Bruce hung up on me on different calls. This company is unethical and predatory in their business practices.

  Business response

  03/29/2022

  From: ***************************** <[email protected]>
  Sent: Tuesday, March 22, 2022 11:39 AM
  To: ********************************* <****************************>
  Subject: ****** response

  ****************,

  Hello.  I am responding to the complaint files against us by **. ******* ***** None of our employees ever hung up on **. *****. During the conversations with her she repeatedly changed her story as to what her concerns were from the price, that *** *********** did not have his glasses on to know what he was signing and even that the old toilet was an antique.  As you can see the invoice she sent you ** ********** signed for the work to be done and I have attached statements from the plumbers that were in the home providing the service.  Please let me know if you have any further questions.  

  
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  we have requested service from vendor to come and snack the kitchen sink the cost was $89, which was performed. At the time they were performing the job they went over some services they can provide which to re-pipe the kitchen sink, and jetting to eliminate the issue. the cost was about $1,700 for total service, they said they get half the amount at the beginning and then rest when the services provided. they asked us to sign a paper which was electronically supposed to sign, I asked then what I am singing and they sated " services which requested and detail of services we will provide". I did some research and found out they are overcharging me, therefore I change my mind to do repiping and I am asking for refund of $800 which I paid in advance for work to be done . However they stating that" the amount is non-refundable. you have signed the invoice which stated amount is non-refundable" however this is absolute is cheating, steeling, crime, and flaw " as they did not disclose the amount is non-refundable otherwise I never would sign and or use their services. this is crazy statement!! Therefore, I am requesting refund of the $800. I would like BBB to assist me to get my refund. Thanks

  Business response

  01/12/2022

  January 10, 2022 
  
  Dear *** ******, 
  

  In regards to **** *******'s complaint I have attached a copy of the digital invoice the customer signed that states the deposit is nonrefundable. Please also be aware that she has disputed the charge with the credit card company and they have back charged us for the deposit even though the customer signed stating the deposit is nonrefundable.

  Please let me know if you have any further questions. 
  

  Sincerely, 
  

  Jennifer R*****

  Home Service Doctors

  Customer response

  01/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  1- I disagree with their response as the company did not disclose the deposit nonrefundable when we agreed with services based on original discussion we had- please see attached handwritten pricing provided.. 

  After we agreed with services to be provided they asked us to sign a small tablet. I asked what I am signing as I cannot see, sales rep stated " is the services we agreed and invoice" DID NOT disclose the deposit is nonrefundable.

  They did not provide us a copy of invoice at that time.  *********** did not call until week later to schedule a service date, which I told them I do not need their service.  Then they said deposit is not refundable- I was not aware until then!! I asked for a copy of invoice I signed - a copy was not provided to us until 12/31/2021, despite calling and asking for invoice  5 times !!  This is Frauding consumer! 

  
  

  I spoke with ***************************- manager that this is not right as I was not aware of nonrefunded his response was "this is how we do business, and we are doing fine!!"" I also told them I will submit complain and will call credit card company-- he stated " you can do whatever you want""  They are bold!  They are cheating consumers!!  

  
  

  As a consumer, they should get paid for services provided not to get deposit and they should not withhold the deposit if service not provided-- As a plumbing company they are not require or need any special tooling specific to my need or incurring cost due to service that need to be provided, therefore I do not see any justification for withholding the deposit.    

  
  

  2- Please visit their web site comment and you will see that I am not only one complain about this business practice!! However, I perhaps am only one bring the issue with BBB, and would like to see this to be stop!!

  Again, they should only get paid for what service they provide, not what do not provide!! (Please see attached for some comment from their web page)

  
  

  3- I called credit card company and dispute the amount- the credit company withhold the money- subject to their rule of verification-- which is pending!

  
  

  4-  I also complained to VA office of Attorney General- which is under investigation!

  
  

  5- Therefore, I disagree with the company business practice- as this should NOT be allowed to keep the consumer deposit if service is not provided.  

  
  

  6- Please note I found out that their pricing is three time higher than all other companies which they provide same and similar service.

  
  

  I greatly appreciate BBB to listen and take an action for illegal business practice- and taking care of consumer!!

  
  

  with Regard,

  *******
  
  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. ↩