Complaints

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This happened on 5-2-2024 at 6:10am. I have filed complaints about the drivers on the north end Driver of truck # *** is the worst driver. He preceded to cut me off while getting on to I-5 going south from exit 199. Then he rolled his window down and cursed me out all while in a company vehicle. I have called sea town on a couple of occasions to complain about there drivers coming from *************. Nothing has change or been done. They drive extremely aggressive and recluse. i WORK WITH MUTIPLUE PEOPLE WHO HAVE HAD ISSUES WITH THE WAY THESE GUYS DRVE. SOMEONE IS HGOING TO GET HURT IF SOMETHING DOIESN'T CHANGE!!!

  

  Business response

  05/03/2024

  We have taken the necessary steps to ensure that such incidents do not occur again in the future. Your safety and satisfaction are our top priorities, and we are committed to addressing this issue promptly. Thank you for bringing it to our attention, and please don't hesitate to reach out if you have any further concerns.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a very bad experience with this company on a water heater installation project on Mar 17th. The staff I have communicated with, from technicians to their managers, are dishonest and arrogant. They charged $4,000 for a regular and simple 2-hr work of installation. The equipment itself is only worth $900, which means they charged almost $3,000 for labor and other miscellaneous. This was actually 2-5x more expensive than other company' quotes. However, their tech made a dishonest statement to me saying theirs is only "a bit more expensive than others". As a result I was misled by him to accept their price. Later when I realized that I called their customer ********************** and their manager shamelessly insisted that "2-5x more" can still be intepreted as "a bit more". Moreover, he groundlessly alleged that their price is fair, and all the other companies are not sustainable or have hidden fees which is obviously not true. When I said I was dissatisfied with their service including bad customer ********************** experience, missing insulation and improper placement of the tank, and wanted to get my money back as promised in their "100% Money Back Guarantee for customers dissatisfaction" policy, they refused that because he thinks their service was good. What is the point of such a policy if it was them but not customers who can define customer dissatisfication?

  

  Business response

  10/05/2023

  Thank you for the feedback ******. Its very hard and unfair to compare bids when they are not apples to apples. Seatown sent a journeymen plumber to your home to look at your project, figure out exactly whats needed to be done and present you with a flat rate onsite estimate with everything included (even tax) and the option to install the work same day same time. Seatown's bid to you was **** after tax and everything required to get the job done. No hidden fees or extras. you opted to proceed, signed the bid, we completed the work and you signed stating you were happy. You signed that you were satisfied and everything was in working order. Then you went out and found some of the lowest rated plumbing companies on the internet and they sent you over the phone estimates that were cheaper. At that point you came back and wanted a full refund claiming your not satisfied because you found cheaper prices. Seatown was fair, honest and as transparent as any company can be. To the extent that before you signed the original bid, ************** even said the words Seatown is typically a bit more expensive then some companies. Its extremely uncommon to get this kind of transparency, honesty and integrity from companies. You mentioned over the phone that one of the water lines needed some more insulation installed and I offered to have a tech come back out and put that on and you declined. Seatown stands behind the work we do and we are the first to admit that although we are not the cheapest company out there, our honesty transparency and integrity is unmatched. -***************** General Manager Seatown ************

  Customer response

  10/06/2023

   
  Complaint: 20694691
  
  I have to say you were misleading people here again. You can always say like "this apple is not from my apple tree so its price is not comparable to those from my apple tree". Actually other companies (like *********** have very similar service to yours but charged much less while still making reasonable profits. I have never seen a company like yours whose managers defame other company's business like "their business is not sustainable", "they have hidden fees" and use these false statements to deal with customers. Also, I tried to provide you with prices randomly sampled from the highest I can find (like *********** to low, and the highest is still much lower than yours. How you misled people here about what I did looks exactly the same as how you made groundless comments on other companies. Other misleading words from your reply include 1) I wanted a full refund (I wanted a partial refund to just close the price gap but you refused, so I had to remind you the return policy because I was not satisfied with your service and how you dealt with your customer, but again you told me that customer's satisfaction can only be justified by you), 2) I signed with my happiness (I had to sign because the work was already complete, and I was misled by your technician about the price using the phrase "a bit more expensive" after I doubted the price). You offer to send your tech back is just a make up to your incomplete work, especially given such a high price I paid. You deliberately misinterpreted what I said, and is this is what you called honesty and integrity? From my experience, how your company runs business is actually not sustainable.
  
   

  Customer response

  10/19/2023

  They charged $4,000 for a regular and simple 2-hr work of installation. The equipment itself is only worth $900, which means they charged almost $3,000 for labor and other miscellaneous. This was actually 2-5x more expensive than other company' quotes. However, their tech made a dishonest statement to me, saying theirs is only "a bit more expensive than others". As a result I was misled by him to accept their price. Later when I realized that I called their customer ********************** and their manager shamelessly insisted that "2-5x more" can still be intepreted as "a bit more". When I said I was dissatisfied with their service including bad customer ********************** experience, missing insulation and improper placement of the tank, and wanted to get my money back as promised in their "100% Money Back Guarantee for customers dissatisfaction" policy, they refused that because they think their service was good.

  

  Business response

  11/20/2023

  Dear ******,
  
  Thank you for providing additional details about your concerns. We understand that your primary dissatisfaction appears to stem from the cost of our services, and we acknowledge your perspective on the pricing. We want to reiterate our commitment to providing transparent and fair pricing to our customers.
  
  While we cannot issue a refund based on the cost alone, we would like to emphasize that our team worked diligently to replace your tank promptly, ensuring that you had a functioning water supply in your home the same day. We take pride in our commitment to quality service and customer satisfaction.
  
  If there are specific issues related to the installation or any other aspects of our service that you would like us to address, please let us know. We are here to work with you to ensure that you are fully satisfied with the overall experience.
  
  Thank you for your understanding.
  
  Sincerely,
  
  *****************
  General Manager
  

  
  

  Customer response

  11/24/2023

  In my initial call with them I was just asking for a quote, and they offered they would come the same day for an on-site quote. At that time I didn't realize it was the start of their play. When they arrived, they said they had a water heater on their vehicle, and misled me of a false impression of the fairness of their price. Actually, the equipment is only worth $900, which means they charged almost $3,000 for labor. That was 3 times more than the equipment itself, and was actually 3-5x more expensive than the average market price. That is an extremely unfair price for such an ordinary work. In their last message they tried to justify the price for their "same-day service", but actually what I was asking is no more than a quote, and they brought the equipment, getting "well prepared". Now the manager shamelessly kept saying that he was pride of themselves when a customer was expressing dissatisfaction and asking for a refund. They are not running their business with integrity, making disproportionately high profit by taking advantage of customers who are less informative than them. So I am requesting BBB to help me this case. Thanks a lot!
  
  

  Customer response

  11/24/2023

   
  Complaint: 20694691
  
  I am rejecting this response because:

  The equipment is only worth $900, which means they charged almost $3,000 for labor. That was 3 times more than the equipment itself, and was actually 3-5x more expensive than the average market price. That is an extremely unfair price for such an ordinary work. In my initial call what I was asking is no more than, but you offered you would come the same day for an on-site quote for free, and you actually brought everything needed and got "well prepared". The "same-day service" shouldn't be a justification for such a high charge (3-5x more expensive than the average market price).
   

  Customer response

  12/01/2023

  They are not transparent with their pricing of the service: they didn't let me know the price was for emergency. Instead, they just said they came for a free quote and intentionally hide the fact that the price was for the so-called "same day service" they claimed afterwards. I think it was a cheat? Honest and transparent communication to customer about pricing should be accounted as part of their service. Also, I was dissatisfied with their installation given such a huge charge: insulation materials for the hose are totally missing, and the tank was placed on the edge of the base. such a huge amount of money. I expressed my dissatisfaction to them and requested a refund based on their advertised "100% Money Back Guarantee for customers dissatisfaction" policy. But their manager did not acknowleged that, told me that they have their own way of intepretating "dissatisfaction", and they are pround of themselves. Therefore, It was a false advertisement of their service, because they will never implement the policy given only they can be the "judge".

  

  Business response

  12/19/2023

  Hello,
  
  Thank you for the feedback. Attached, you will find a copy of the signed estimate. You agreed to have this work completed at your home, and the line item very clearly states the work which was installed. We do not "cheat" or trick our customers into anything, instead we gain approval before starting any work. We are more than happy to come back and correct any mistakes we made with the install. The guarantees that you attached are valid and we stand by them. We understand that you may not be satisfied with the work because of the price, but we are more than happy to make sure that we completed quality work. as the guarantee states. You mentioned 'insulation materials for the hose are totally missing, and the tank was placed on the edge of the base", as you can see from the before photo, your water heater was already off the edge slightly, we installed the new water heater the same way due to the little stool you had us place the water heater on. Regarding the insulation materials, we are more than happy to come back to your home and add these for you, but due to **************** Code, (WAC 51-11C-40406) these insulation materials are not required. This code states:
  "Tubular pipe insulation shall not be required on the following:
  1. The tubing from the connection at the termination of the fixture supply piping to a plumbing fixture or plumbing appliance."
  I have attached a copy of this code as a PDF as well. 
  
  We apologize if this was not explained correctly to you, but we are more than happy to come back and add the insulation free of cost as well as adjust the placement of the water heater to be more centered on the little stool. We hope this was able to provide some clarity on this subject.

  Customer response

  12/24/2023

   
  Complaint: 20694691
  
  I am rejecting this response because:
  

  All ad-hoc excuses. You said you followed the same way how old heater tank was placed on the base. But when it comes to the insulation, you didn't follow the way how the old one was treated. You said you are pround of the quality of your work. But when it was questioned, you said your work meets the lowest standard. So what you were actually saying is: you are pround of charged extraordinarily high price while doing a job that barely meets the lowest standard. You said you stand by the guarantees you made, but never take it in action, right? Whether you had cheated or tricked your customers is also intepreted by yourself.

  
  Sincerely,
  
  Yiming ****

  Customer response

  12/24/2023

  In their last message they tried to justify the price for their "same-day service", Even if it was true (which I don't think so), they didn't let me know this on that day. They tricked me by intentionally hidding the information.  

  

  Business response

  02/05/2024

                  Again, thank you for expressing your concern about the insulation. Again, I will say that I, myself (GM of Seatown) spoke to you months ago after we first installed the unit and expressed how happy I would be to send a plumber back to your home and no cost to slip on that piece of insulation. From the first time you called us here at Seatown we have done everything correct and given you the highest customer ********************** available. You called, we answered. We showed up to your home when we said we would show up. We sent a licensed journeyman plumber to your home. Looked at your concerns, gave you upfront options and pricing.You happily signed for the work and we happily performed the work. The equipment functioned perfect and still is to this day. We performed all worked per **************** code. There is absolutely nothing that was tricky,foolish, secret, shady etc etc. about what we did. We could not possibly do business in a more honest or upfront manner. You speak of us being extraordinarily high priced but I can give you a list of 10 companies that are higher priced then us and a list of 10 companies that are lower priced then us. So this is a personal based opinion, not a fact. All this being said, I am still happy to send a plumber out to your home to install the piece of insulation thats still in discussion. Please call our office and I will have a tech to your home at any time of any day and get you taken care of. Thank you 

  Customer response

  02/08/2024

   
  Complaint: 20694691
  
  You of course cannot be happier to send a plumber "at no cost" because you already got a lot with such an ordinary work. When talking about high price, you said "highest customer ********************** available"; When being pointed out anything unsatisfactory, you said "meet the standard". What a double-standard! Even in your last reply, you were deliberately confusing what was the promised "free service" before the work, and those during work: "you called we answered" was all free as you promised before, and it shouldn't be used to evaluate the paid service you provided. What all you are proud of about your high quality and "my happiness" are just your personal based opinion, not a fact.

  Now that you mentioned the "fact", please list 10 companies (or even 3) that provide comparable service and are higher priced than yours.

   

  Customer response

  02/09/2024

  When they said they value the facts, not the opnion, and said thet can find 10 companies that are more expensive than theirs, I asked them to list even one single company,  then they did not reply. As I previously pointed out, they are not as tranparent at all as what they claimed about the pricing, and everything they claimed about their honest is only endorsed by their own words but no facts. From their communication you can clearly see they never directly answer my questions; instead they kept claiming what they want to claim without any facts.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1)Seatown originally connected our new gas range on 3/15/2022. The gas connector hose from the old gas range should not have been used. It would have been a best practice to have replaced the old connector hose at that time and charge us for that part.2)I paid $208.66 for 20 minutes of work for a service described as cap off existing gas line when he just hooked up an oven.3)On 8/9/2023 my family was exposed to a dangerous gas leak. Puget ************ came out and after extensive testing that included checking the regulator on the oven, found that the original 10-year-old hose which had not been replaced on 3/15/2022 was cracked and leaking.4)As a customer we rely on the knowledge of professional installers such as Seatown to make gas installations as safe as possible. Seatown is fortunate there wasnt an explosion. The gas had filled the house while we were out, and we had a gas fireplace pilot light running.5)On 8/11/2023 Seatown replaced the leaking gas connector hose to my range and charged $330.17 for a service described as 36 inch gas whip for an appliance up to ****** BTU output.6)I called back a few days later and asked to speak to a manager to discuss a refund. Instead of being called by a manager, the installer called back and said "so you don't want to pay for the work". We did not have a further discussion. 7)I called again on 8/25/2023 and asked to have a manager call me to discuss a partial refund. The installer called back again while I was driving and left a voice mail saying Seatown would offer a $50 refund. I am frustrated because a manager did not call after multiple requests, and we should only be charged for the hose.Remedy Refund $295 for the 2nd service call. We expect to pay approximately $35 for the hose.

  

  Business response

  08/29/2023

  Customer refund is being processed

  Customer response

  09/16/2023

  I wanted to add to the case that we appreciate SeaTown doing the right thing in this case and do not have a complaint about the quality of their work.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company provides annual HVAC services which I had in 2022. It will auto renew unless you terminate with notice to them. I order the annual service for 2022 and was invoiced in June 2022, however I did not want to renew for 2023. In order for it not to renew for 2023 I provided them notice by email and by written letter on 10/4/22. Seatown replied to my emails twice con?rming that they received my termination notice and that it would not be renewed in 2023 and would be cancelled. The address listed in the agreement, where I sent the letter, came back undeliverable, so I sent Seatown another email on 10/24/22 noting this and again ****** replied that it would be cancelled. On 5/1/23 they charged me anyway ($685.92). I sent them an email noting this fraudulent charge that appears to be done purposefully as they've had over 6 months to ensure proper cancellation. I've not received a reply to my email, however, **** sent me a text message asking when I cancelled my agreement, I replied and noted that he was one of the people that replied to my termination emails and asked that he look at the email I sent them this morning (the entire chain) with all the details.

  

  Business response

  05/11/2023

  Hello *******, 
   
  Thank you for holding us accountable. You did all the correct steps to cancel your membership with **. After reviewing your account, what happened is that when we set the cancellation date- it was set for after your renewal date, which in turn charged your card. I have taken the proper steps coach our staff on how to do this properly in the future. We started the refund process yesterday for this payment and should receive the funds back into your account within **** business days. This was unacceptable on our part, so we do sincerely apologize for the inconvenience, but it was never our intent to fraudulently charge your card. After this was brought to my attention, I did respond to your email yesterday. I do take responsibility for this as I was a part of the cancellation process and would be more than happy to answer any other questions or concerns.
  
  **********************;
  Customer Service Manager 
  ********************** Services 

  Customer response

  05/11/2023

   
  Better Business Bureau:
  
  I reviewed the response made by the business in reference to complaint ID ********, and find that the resolution proposed, provided the credit is issued in full, would be satisfactory.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Seatown **** ************************************************* 425 366 **** 360 SEA TOWN 253 232 **** 206 602 **** Won't finish and did not the *********** Piping install job for PSE to turn my Gas on! ******************* Said it was complete so I paid them 1-4-2023. Nope, turns out ********************* ************) PSE says very dangerous, NOT complete and so we can't turn your gas on! Seatown Gave me another 1-19-2023 $$3,124.46 scammer estimate Plus $800 for 2 Regulators to complete I was lead to believe (maybe so probably not). What happened to our first contract agreement? So, I had to finish it $213.00 for 3 Regulators from Grainger! and now, Seatown won't refund any of my Money! PSE turned Gas on 2-17-2023 over a month without Hot water and a shower for the two of us.Reference; Plus $1000 to re-connect one Shower drain pipe in crawl space Their best (*******************) gas pipe installer TMI smokes pot but, is trying to quit per court order and told me all about his parental problems with his ex-wife. ***** attributes his problems to his Job problems and apologizes for not completing this job and putting a two inch diameter hole in the side of My House.Talked to **** and ******************* (Said I messed up been having problems not smoking pot and said he was sorry for miss-drilling resulting in an extra 2" dia hole in the side of my house) who said we're sorry and wanna make this right, $3000 Credit towards $4000 job to complete gas pipe to back house, Gave $500 down to start 2-23-2023 ******************* came out and gave another estimate 2/28/2023 for $$6,570.56+$4000=$10,570.56 What happened to our $4000 agreement and My $3000 Credit? Talked to ***** 3-15-2023 who said we'll refund $3000 Credit or whatever **** said if he says he said it.Haven't heard anything since.I want my money back and the hole in the side of My house repaired as new like it never happened before.

  

  Business response

  03/28/2023

  Thank you for taking the time to share your feedback with us. We understand your frustration regarding the *********** Piping install job and the difficulties you faced in getting your gas turned on. We would like to inform you that we met with you on-site yesterday and have processed a $3000 refund to you. We are glad to have resolved this matter and we apologize for any inconvenience caused.
  We take all customer feedback seriously and strive to ensure that our customers are satisfied with the services we provide. We regret that we were unable to meet your expectations in this instance. We appreciate your business and hope that we can continue to serve you in the future.
  If you have any further concerns or questions, please do not hesitate to contact us. We value your feedback and are committed to providing you with the highest level of customer service.
  Thank you for your understanding and cooperation.

  Customer response

  03/28/2023

   
  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

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business replaced a tankless water heater for ****** dollars. The cost of the heater itself should be about **** dollars. They walked in my home at 9:16am on Feb 14th. Walked out 11:39am. Which means their hourly labor cost is at around **** dollars. In addition, in the brochure they gave me, they promised to handle permitting, however, they fail to schedule an inspection within 48hours of installation, as regulation required. Late told me that what I paid for did not include permit. As a licensed technician, they should be the one scheduling inspection (according to this: ***************************************************************************************************************************)

  

  Business response

  03/08/2023

  Thank you for contacting us regarding your recent water heater replacement. We apologize for any confusion or dissatisfaction you *** have experienced.
  We would like to clarify that the cost of the water heater includes not only the unit itself but also the necessary installation materials, labor, and other related expenses. Our pricing is based on a number of factors, including the specific make and model of the water heater, the complexity of the installation, and any additional services that *** be required.
  We would also like to clarify that we did indeed obtain the necessary permit for your water heater replacement and have already passed the required inspection. However, we apologize for any miscommunication on our part regarding the timing of the inspection and any inconvenience it *** have caused you.
  As a licensed technician, we are committed to providing high-quality services and ensuring that all necessary regulations and procedures are followed. We appreciate your feedback and will use it to improve our processes and communication in the future.
  Please let us know if there is anything else we can do to address your concerns or if you have any further questions or feedback. Thank you for your business and for bringing this issue to our attention.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi,This is *******************. A contractor's negligence (Seatown Electric) caused a leak in my heating oil tank on my property. The total damage (**********) and the contractor is covered up to 1 million in a single incident per their insurance policy. Their insurance company is the *** / AGICS. I would like them to pay for all the damages that they had done on my property.Regards

  

  Business response

  02/20/2023

  Mr ***** We have already been through all this. Last year, you stated there was about 80k in damage and we sent this to our attorney and insurance. They did their process and there is a 45 page, third party inspection, that concluded that you have had corrosion holes in your tank for years that was the issue has caused the all of the damage. All further concerns of your will go directly through our attorney. Thank you for your time.

  Customer response

  02/21/2023

   
  Complaint: 19395597
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

   

  I lost 300 gallon of oil from the tank in two days because of Seatown Electric ground rod, and I attached the all the supporting document to this email.

   

  Regards

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Seatown install a new ductless heating and cooling system in my house. I was told it would operate more efficiently and lower the costs of my oil furnace. After the initial install my utility bills skyrocketed. I had Seatown check the system to make sure it was working correctly and they assured me it was. I was told I needed to adjust the way I used the system. After adjusting my way of using the system I noticed the my bills were still higher than expected and not the savings I had been promised. I again reached out to the company to share my dissatisfaction with system and that it was not coming close to delivering on the promises prior to install. After weeks of phone tag and being passed to someone higher up in the company I finally reached a point where my calls are no longer returned. In the last conversation I had with a project manager about my disappointment in the product I had advised them that if this was a normal appliance I would have been demanding to return it for a refund. I'm also not pleased with the promises made in the sales pitch that later turn out to be false or fleeting. The sales representative pushed the add on sale of the Kumi which they said was the system's equivalent of Nest. It has been nothing but bugs and failed connections. Talking with technicians that were out on follow up calls they all said it's a bad system full of issues. If this is the case then why are their salesmen pushing to add it to the sale. Ultimately I feel taken advantage of. The system is not more efficient than the previous one. It's costing me more in utility costs.

  

  Business response

  01/25/2023

  *************************, I understand your concerns. I spoke to **** our HVAC General manager about this and he said he has reached out to help solve this issue and left you a voicemail awhile ago. Either way I have him reaching out to you again today to get this solved and address any concerns. No time ever does Seatown ignore issues, there is always a solution to be had. Thank you for reaching out through BBB and **** will be calling to you today.

  Customer response

  01/26/2023

   
  Complaint: 18886019
  
  I am rejecting this response because:
  
  **** has called me once and that was on January 3rd. I returned that call and have left him messages the following weeks which have gone unanswered.  
  
  Sincerely,
  
  *************************

  

  Business response

  02/13/2023

  We are sorry to hear that you have not been satisfied with the ductless heating and cooling system that was installed in your home. Our goal is to provide the best possible service and customer satisfaction, and it seems that we have fallen short in your case.
  
  We would like to apologize for the inconvenience and frustration you have experienced. We have tried to reach out to you multiple times in an effort to resolve the issues you have reported, but have been unable to connect with you. We are committed to finding a solution and making it right.
  
  Please accept our sincerest apologies for the poor customer experience you have had thus far.  Please let us know when is a good time to speak with you and we can make it happen on our schedule. We look forward to resolving this for you!
  
  

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid over $75,000 to repipe my house but the shoddy workmanship and complete disorganization of the company has:1. caused multiple lengthy delays to my project because they failed to pass inspection many times 2. caused damages to my property, including new brand new kitchen, vanity, flooring, and drywall due to their gross negligence in plumbing work and gross negligence in failing to test the pipe. All they needed to do was to turn on the water and the problems would have been apparent, given word limit I only include a subset of issues, such defects include: a. leaking shower head joints (2 out of 3), 1 sprays up to the ceiling, would be immediately apparent if they even bothered to turn on water b. defective sump pump, flooded my basement since it never worked in the first place c. plumbing into clogged old drain, immediately flooded my basement AGAIN after I turned on washer d. loose shower head and tub sprout after they plumbed it, and wanted to charge me $700 to fix their own issue e. leaky sink in two places (drain and intake) and flooded my basement bathroom AGAIN 3. had to reopen walls since the company failed to obtain necessary permits for gas piping until PSE came to turn on gas, and the company permit department attempted to cover up their mistake by stating it's a combined gas/plumbing permit 4. broken many promises to fix things, including, among other things: a. to this day not provided access covers for backwater valve despite saying they will b. saying they will bring dehumidifier after flooding my basement but did not c. saying they will make it right, even scheduled me to come to their office for a meeting but only cancelling after I checked in prior to going, with no follow up to this day 5. attempted to blame everything on me for not being onsite, even though none of my other contractors had any issue 6. misled customers through their website that specifically states: "We Do It Right the First Time"

  

  Business response

  12/15/2022

  Seatown has been working with *********** to get this project closed out and finished up. We have had many email, phone calls and onsite meetings/visits regarding this project. We have never ignored nor not resolved any issues that have come up along the way. Myself as General Manager is in direct contact with **** and are setting up an onsite meeting next week to go over everything.

  Customer response

  12/16/2022

   
  Complaint: 18565117
  
  I am rejecting this response because:

  The underlying issues have not been resolved and Seatown's GM has not actually set up meeting for next week nor returned my text or voice mail.

  
  Sincerely,
  
  *********

  

  Business response

  01/18/2023

  
  In response to Mr. *** complaint about Seatown. A credit of the full amount of the job is not called for and not going to happen. Seatown has done everything we promised and has fixed any hiccup along the way regardless of whos fault it was. A meeting onsite was planned then rescheduled but in that time **** sent me a laundry list of information he wanted provided (including bank statements) and that he wanted a full refund of the job and he was suing Seatown. At that point there was no reason to meet onsite. Below is also the same response we gave to Attorney General.
  
  It was not Seatown that delayed the project for ******************** had Seatown start the project before he was 100% ready to start.  There was no layout with the bathroom downstairs for our technicians to follow.  That forced our technicians to make several phone calls to Mr. *** sometimes he was reachable and other times he was not.  Once we received the layout of the bathroom, we were able to complete the ground work.  Seatown was pushed off again to wait for the framing to go up for that bathroom.  The other delays came when the Local Jurisdiction (inspectors) did not like how the existing plumbing was in the front downstairs bathroom.  The inspector didnt think the bathroom was tied into the main sewer.   All of which was unforeseen on ****** original sight visit (plumbing behind sheetrock and concrete slab) and was not a part of the scope of work in proposal. Therefore, that inspector required Seatown to remove concrete slab to inspect sewer pipe.  Once Seatown opened concrete we found that sewer pipe was installed against code to which we had to correct before inspector would sign off the plumbing permit. It was not Seatown that was delaying the project.
  Seatown technicians tested all our work performed. The shower head did spray water up toward ceiling which we corrected, No damage was done. The sewage pump chamber filled up with water because the float to the pump was pinched between the pump and the wall of the chamber. The sewage pump was tested and worked great. Contractors built a cover made with 2x4s and sheet rock, over the chamber, we are not saying they bumped it which could have caused the issue but it is a very good possibility. However, Mr. ** said there wasnt a lot of water from the chamber and a towel wiped up the little bit that came up. Seatowns technician reinstalled pump so float was free. The old drain that Mr. ** said was clogged was tested. Seatown had to put the drain under test, which is filling up the entire drain system with water. After inspection we release all the water, and it flows through that old drain .There were no issues of that drain at that time. When that drain was clogged, we noticed sheet rock mud covered inside the washing machine box (drain for clothes washer).We put our sewer camera down the main sewer and placed it at the connection of where the wash machine drain, same drain as the old drain, came together. We inspected that connection while Seatowns drain tech was inside snaking the clogged drain .Once the drain cleared, we could see the white chunks of sheet rock going down the drain. The leaky sinks were not floods, they were simple nuts on the p-trap that were loose and easily tightened to solve a couple drips on the bottom of the cabinet .Pictures are provided.
  Seatown did have to re-open up sheet rock to expose some of the gas piping because there was a mistake made when calling in for inspections. Seatown in no way attempted to cover up the mistake. The ******* plumbing permit states on the bottom Gas/Plumbing permit. Permit is included to show the confusion. Once it was brought up Seatown quickly corrected the situation.
  A) The access covers were dropped off at Mr. *** side door. Text messages and pictures prove it was completed. Text and pictures provided. Date & Time was Wednesday December 21st at 10:38am.
  B) Dehumidifier was never brought up by a Seatown employee.  Seatown is not a restoration company therefore we do not have dehumidifiers.
  C) Seatown has corrected any leak made on our behalf.  Seatown has opened sheetrock and patched due to the gas permit confusion.  Seatown has a standard of making it Right for any and all mistakes made on our behalf.
  D) Seatown did send another crew out to look over things. It was ************ & ***** on November 29th.
  Seatown was not pushing blame on Mr. *** we were simply trying to explain why things were delayed.
  No one from Seatown went to Mr. ** in an attempt to have him sign documentation with a release of liability.
  Seatown did not charge Mr. ** with any late fees. Seatown has literature on our invoices that state If payment is not made within a month a 1.5% fee of the balance will be charged ********* standard and again Mr. ** was never charged.
  Again, it was not Seatown that forced the delays. The owner/contractor was not prepared when he scheduled with Seatown to start the project. As well as the Local Jurisdictions that looked beyond the scope of work and questioned the existing plumbing is not Seatowns culpability.
  Seatowns website is not misleading with our phrase We Do It Right the First Time. Our company makes it a priority that we have licensed technicians on the job as well as pulling permits to assure that our work is done right.
  The plumbing at Mr. ** house has been looked at and signed off by Local Jurisdiction. The plumbing was done correctly and tested completely. Mr. ** may get any other company, of course, to look at it but is not needed.

  Customer response

  01/24/2023

   
  Complaint: 18565117
  
  I am rejecting this response because:

  Seatown's continued dispute of basic facts, some of which is written down, is perplexing and frankly speaks volumes to their internal chaos, they clearly don't know what their plumbers are doing and saying in the field.

   

  1. I did not ask for a full refund, I asked for a full refund but will pay them back half after 6 months is nothing else major goes wrong. They flatly refused since they clearly have no confidence in the work they have done.

  2. Seatown in fact has not done everything they promised nor fixed all issues. As of today 1/24/2023, there are still outstanding issues that I have communicated to Seatown but yet they have not come and fixed, including the loose shower faucet which is about to come off (they had already attempted to fix this once but due to their lack of abilities failed again) and a lose kitchen faucet. In the process of that they also admitted to not replacing the valve and drain as was stated in the contract. So they did not even fulfill their contract. 

  3. Seatown first scheduled a meeting for me to go to their office so they can "make things right," but when I asked to confirm the meeting they suddenly said that their ** is busy now so can't meet with me. They should at least communicate that to me proactively before I have to make sure not to waste my time. Then they rescheduled that meeting to meeting at my house, where the ** "wanted to shake my hand" and bring a crew to recheck all the plumbing work. But the day before the ** cancelled the meeting citing weather reasons, even though that day was a clear day (it was raining the day before), but somehow one of their plumbers was able to show up and drop off some covers. They did not attempt to reschedule the complete recheck of all plumbing work which they offered in the first place. After they canceled both meetings when I was ready to meet with them to talk things out that's when I said I'm going to **** They continue to misrepresent the facts.

  4. I asked Seatown to make sure to tell me what they needed before they started work but they sometime do not tell me until a day before and I had to scramble a few times to get things ready for them but between each visits they would have a two week gap.

  5. Seatown technicians clearly did not test all work performed, if they had then they would have known that the showers were spraying up the ceiling (all you need to find out was to turn on the water), if they tested they would have known that the sump pump was not working. 

  6. Seatown's plumbers do not even know the basics of needing hot water before calling in the inspector for a final inspection.

  7. I requested multiple times through many channels to see their plumber's license, as the inspector had advised me that Seatown had complaints that they do not use journeyman level plumber as required by law. Seatown has yet provided any proof.

  8. Seatown did not cover the open plumbing drain for the washer which faces up, all they needed to put a piece of tape on it. Their negligence in an active construction zone probably led to some paint and drywall chips falling into those pipes and cause the flooding.

  9. Seatown continues to understate the damage, the floor was completely wet and my brand new vanity soaked water and deformed, all with photo proof which I sent to Seatown. Yet Seatown claims it was "a couple drips."

  10. Dehumidifier was in fact brought up by ********************* on Nov 24, 2022.

  11. Seatown did in fact try to make me sign a lease of liability form on their iPad after they fixed some issues, the person who asked me to sign was *********************************. Immediately after I refused I texted Seatown employee **** to protest against it.

  12. Seatown claimed that they sent out a crew ***** & ***** to check things, but they were only there to install the fridge waterline which they forgot to put in the first time. They did not do a complete check of all plumbing.

  13. I never claimed Seatown charged me a 1.5% late fee, but I did in fact receive an email asking me to pay that fee and I had to fight with their accounting department to stop that. This is all documented so I don't understand why Seatown continues to dispute something like this.

  14. Seatown continues to claim that they use licensed technicians and pull permits but the fact is they still have not provided proof of those licenses and they did in fact failed to pull the permit.

  15. Seatown now claims that there is no need to look at my plumbing but the fact is that the plumbing is in fact broken and I have told Seatown and they still have not fixed it.

   

   

  
  
  Sincerely,
  
  *********

  

  Business response

  02/07/2023

  In response to Complaint: 18565117 
  
  1.The Plumbing installed by Seatown was tested, inspected, and Passed by an Inspector.   
  2.The shower faucet Mr. ** is referring to was an existing faucet, which Seatown ran hot and cold-water lines too.  The valve (faucet) was originally installed with little support or bracing.  Seatown technicians attempted to secure the valve and quoted Mr. ** a price to secure it the correct way.  ******** Mr. ** did not want to spend anymore money with Seatown,therefore, we were unable to secure the existing valve correctly.  I am not sure what valve and drain Mr. ** is referring to that was not replaced.  I do know that Seatown has fulfilled the contract 100%. 
  3.This meeting was spoke about because you said you were unhappy and just wanted to chat about everything. Then you decided to basically send me court papers,so that was clearly your route of choice. 
  4.Again, it was not Seatown that forced the delays.  The owner/contractor was not prepared when he scheduled with Seatown to start the project.  Mr.*** claiming it was on Seatown to wait 2 weeks to return to his property, was simply the fact that Seatown had to wait until 2x4 walls were constructed for new plumbing to be installed.  Seatown also had to wait for the layout of the bathroom for work to continue.  Another reason was the fact that Mr.** ***** in the State and was sometimes hard to reach by phone.   
  5.If Mr. ** was on-site during the last day of the rough-in plumbing, he would have seen clearly that the plumbing was tested, inspected, and signed off.  The sewage pump was tested and worked great.  After the rest of the construction the sewage pump was not working.  Contractors built a cover made with 2x4 and sheet rock, over the chamber.  The float that turns the pump on was hung up.  We are not saying that the contractors bumped the lines, but it is a very good possibility.  
  6.Seatown plumbers are well trained and all licensed technicians. 
  7.Every plumber that was part of Mr. *** project is a Licensed plumber and meets all LNI, as well as State requirements.  I would provide the technicians names and license number but sense this is not a private document we will not share that information in this letter.  Mr. *** however, could have and still can at any time contact me about those licenses.  I would be glad to share with him. 
  8.Mr. Du is trying to hold Seatown responsible for the paint and drywall chips that were put down the drain, instead of the actual company that caused the issues with the flood. 
  9.We have pictures (provided) of the cabinets with the water leak and pictures a couple days after, once it was dried up. 
  10.Again, Dehumidifier was never brought up by a Seatown employee.  Seatown is not a restoration company therefore we do not have dehumidifiers. 
  11.Mr. Du was presented with documentation on Nov. 24, 2022, to sign a liability disclaimer in regards to the drain being clogged.  It was not a release of liability on any ***** work performed by Seatown. 
  12.Seatown technicians ***** & ****** were on-site November 29, 2022, to install the ice-maker line.  Once ***** & ***** finished up the installation of the icemaker, we had them do a walk through the plumbing downstairs. 
  13.Regarding the late fee.  Mr. ** keeps bringing it up, so Seatown must respond. 
  14.Refer back to answer #7.  Mr. ** has not reached out to Seatown or myself (****** Plumbing Manager) to see our technicians licenses.  We would be glad to prove it. Every re-pipe job, Seatown pulls a permit. 
  15.This is news to Seatown, every customer has a warranty.  ********************** stands behind our plumbing work, that was performed by Seatown.  If there is plumbing that needs to be addressed that Seatown did from the beginning, then we warranty it. Seatown has not heard from Mr. ** in regards to broken plumbing, that was performed by Seatown. 
  

  Customer response

  02/13/2023

   
  Complaint: 18565117
  
  I am rejecting this response because:
  1. The Plumbing installed by Seatown was tested, inspected, and Passed by an Inspector.
   **** response: they did not test everything and the fact is that there were many things that went wrong, why does Seatown keep trying to deny facts?
  
  2. The shower faucet Mr. ** is referring to was an existing faucet, which Seatown ran hot and cold-water lines too.  The valve (faucet) was originally installed with little support or bracing.  Seatown technicians attempted to secure the valve and quoted Mr. ** a price to secure it the correct way.  ******** Mr. ** did not want to spend anymore money with Seatown, therefore, we were unable to secure the existing valve correctly.  I am not sure what valve and drain Mr. ** is referring to that was not replaced.  I do know that Seatown has fulfilled the contract 100%. 
  **** response: At least bother to read your own quote before you dispute this, I asked for repiping of bathrooms and that is what you quoted. I'm attaching a screenshot of the quote.
  
  3. This meeting was spoke about because you said you were unhappy and just wanted to chat about everything. Then you decided to basically send me court papers, so that was clearly your route of choice. 
  **** response: Again, you canceled the meeting first before I said I was suing you. All I did was ask for information which I rightfully deserve. After you decide to cancel the first meeting because you "had a conflict" and the second meeting for "weather" that's when I told you I was going to *** you because you have no interest in making things right. The info I requested included your plumber's license. I literally asked this and you still say below that you never saw me ask this. I dont know how many times I have to ask.
  
  4. Again, it was not Seatown that forced the delays.  The owner/contractor was not prepared when he scheduled with Seatown to start the project.  Mr. *** claiming it was on Seatown to wait 2 weeks to return to his property, was simply the fact that Seatown had to wait until 2x4 walls were constructed for new plumbing to be installed.  Seatown also had to wait for the layout of the bathroom for work to continue.  Another reason was the fact that Mr. ** wasnt in the State and was sometimes hard to reach by phone.   
  Before we started I asked Seatown to tell me everything you needed to do. I hired a professional company to do plumbing not someone I had a babysit. But let's not discuss this any further here because Seatown does not admit anything (even when I have written proof), so my only regret is I didn't record every conversation with Seatown.
  
  5. If Mr. ** was on-site during the last day of the rough-in plumbing, he would have seen clearly that the plumbing was tested, inspected, and signed off.  The sewage pump was tested and worked great.  After the rest of the construction the sewage pump was not working.  Contractors built a cover made with 2x4 and sheet rock, over the chamber.  The float that turns the pump on was hung up.  We are not saying that the contractors bumped the lines, but it is a very good possibility.  
  **** response: Please, Seatown wasn't even onsite for the (repeated failed) inspections. There were so many things wrong with your shoddy work yet you blame my other contractors (none of which had any problems with me not babysitting them) because there is a "possibility".
  
  6. Seatown plumbers are well trained and all licensed technicians. 
  **** response: Please prove it, as I had repeated asked. I have already complained to King ****** L&I so hopefully you can prove to them too and are really not lying.
  
  7. Every plumber that was part of Mr. *** project is a Licensed plumber and meets all LNI, as well as State requirements.  I would provide the technicians names and license number but sense this is not a private document we will not share that information in this letter.  Mr. *** however, could have and still can at any time contact me about those licenses.  I would be glad to share with him. 
  **** response: Still have not received anything from Seatown despite me asking many times, including verbally to manager **** (which Seatown will deny), I also asked Seatown's normal service folks and ** in a letter (somehow they also deny even though they are written), but I'm providing screenshot here.
  
  8. Mr. ** is trying to hold Seatown responsible for the paint and drywall chips that were put down the drain, instead of the actual company that caused the is***s with the flood. 
  **** response:Yes I am blaming Seatown because Seatown should know better to cover the upward facing pipe with a simple piece of tape, no one else even knows what those pipes were for how is the blame on anyone else? Seatown has zero ownership in their work and this is just another piece of evidence.
  
  9. We have pictures (provided) of the cabinets with the water leak and pictures a couple days after, once it was dried up. 
  **** response:ok?
  
  10. Again, Dehumidifier was never brought up by a Seatown employee.  Seatown is not a restoration company therefore we do not have dehumidifiers. 
  **** response: Again, it was verbal by ***** so of course Seatown will deny and I can't prove that.
  
  11. Mr. ** was presented with documentation on Nov. 24, 2022, to sign a liability disclaimer in regards to the drain being clogged.  It was not a release of liability on any ***** work performed by Seatown. 
  **** response: Never claimed it was anything else. Glad Seatown finally admitted something (even though they decided this completely before).
  
  12. Seatown technicians ***** & ****** were on-site November 29, 2022, to install the ice-maker line.  Once ***** & ***** finished up the installation of the icemaker, we had them do a walk through the plumbing downstairs. 
  **** response: In your last round of comment you said they checked everything, glad you came to your senses suddenly and only say they checked downstairs. Obviously I did not babysit them so I did not check that they checked downstairs so Ill take your words for it.
  
  13. Regarding the late fee.  Mr. ** keeps bringing it up, so Seatown must respond. 
  **** response: All I said was that we needed to fight with your accountant to get them to admit their mistake, similar to what we are doing here. Seatown should consider not being so defense when mistakes are pointed out and actually try to fix things rather than a knee jerk reaction to denial. Their ** really sets a bad tone for the whole organization.
  
  14. Refer back to answer #7.  Mr. ** has not reached out to Seatown or myself (****** Plumbing Manager) to see our technicians licenses.  We would be glad to prove it. Every re-pipe job, Seatown pulls a permit. 
  **** response: I reached out to ** and many others before, yet they still deny it. They do not read and refuse to communicate and try to blame me as "unreachable"? Again Im providing screenshots.
  
  15. This is news to Seatown, every customer has a warranty.  ********************** stands behind our plumbing work, that was performed by Seatown.  If there is plumbing that needs to be addressed that Seatown did from the beginning, then we warranty it. Seatown has not heard from Mr. ** in regards to broken plumbing, that was performed by Seatown. 
  **** response: Is your companys name news to you too? How many times do I have to tell you something before it's no longer news? Im again providing screenshots for telling both the ** and *************
  

  Sincerely,
  
  *********

  

  Business response

  03/01/2023

  1. Once again, plumbing doesnt get signed off by the local jurisdictions unless everything is under test.  We included the signed plumbing permit. That means all the water lines are pressurized and the drain lines are full of water.  Once the inspection is signed off, we release the plugs that are holding the water in the drains.  That water (which is gallons) goes down the drains.  All the drains and sewage pump was working at that time. 
  2. Exactly, Mr. ** asked for a re-pipe in the bathroom upstairs.  That does not include a new tub/shower valve.  Seatown re-piped to the existing tub/shower valve and Mr. ** did not want to pay for Seatown to correct the valve.  
  3. The meeting didnt work out. 
  4. Its clear Mr. ** realizes that he wasnt prepared 100% for the plumbing.  Seatown, however, was moving the project along the best we could, with the limitations that we were faced with, on Mr. ** behalf.   
  5. Seatown was on-site for all the inspections other than the last one because the inspector didnt give Seatown an eta of arrival. 
  6. & 7 & 14.   *******************************# SHELDAP805PM, ***************************** Lic# BALL*JM796LC, ************************* Lic# COMPTJB863K9. 
  8.   Why would you not hold other companies responsible for their own action.  We must remove the plug to take it off test.  Other trades should prep their own work sites when doing work.  You cant hold a company responsible for the actions taken by another trade.   
  9.    The pictures show there was no damage done by the leak. 
  10.  ***** is adamant that he never mentioned Dehumidifiers with Mr. ********************** Dont know why the release of liability was even brought up then. 
  12.  Ok, this line item is solved. Thank you. 
  13.  Another line item thats been resolved. 
  15.  Again, the tub/shower that is loose is in the upstairs bathroom that was not part of the re-pipe and if he wanted it fixed it was an additional fee. 

  Customer response

  03/08/2023

   
  Complaint: 18565117
  
  I am rejecting this response because:

  Seatown refuses to acknowledge their faults and continues to make up facts that I have to correct.

   

  1. once again, all the issues I have pointed out were discovered within a couple of days after I moved in. At this point they were not inspected yet but Seatown called it final and done and ready for inspection. I had to move in before inspector even passed inspection (Seatown laughably called in inspector when gas/hot water wasn't even connected), how can seatown keep lying through their teeth to say all the issues were inspected? When you lie at least get your timeline right to make it plausible.

  2. I asked for repiping of the whole house and I called out Seatown's lies so now they want to make a new word game. What repiping wouldn't including fixing those pipes to some framing so they don't wobble? I paid nearly $80k for your shoddy work and you continue to ****** and dime everything that doesn't even make sense.

  3. I called out Seatown's lie again and all you have to say now is that "meeting didn't work out"? At least bother to admit your fault and apologies for lying.

  4. Please leave a bit of dignity to yourself and stop blaming everything on everyone else.

  5. Seatown was actually not at any of the inspections until they repeated failed those inspections.Seatown claims they only didn't show up for the final, that's laughable because they didn't show up for the (repeated failed) rough in either. If you had bothered to show up when the inspector is here maybe you wouldn't have failed so many times.

  6. Thank you for finally providing license after me asking you many times (and you denying that I had asked). None of these plumbers are journey-level as your team had claimed.

  7. it's your responsibility to mark your work and cover holes that are facing to prevent things from inadvertently falling in. When you decide to walk on the train track do you blame trains for hitting you?

  8. the pictures in fact show damage, please feel free to share your photos where you claim it doesn't show damage. You have also ignored the fact that my kitchen cabinets were flooded and my floor has been damaged from the flooding. Typical seatown just ignore things that I had proven you wrong.

  9. I didn't bring up the release of liability, your people did.

  10. nothing is resolved, you simply denied your own words and unfortunately I can only provide evidence for some of your lies (still plenty).

   

   

  
  
  Sincerely,
  
  *********

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After multiple issues with the install and function of an hvac system installed by Seatown less than two years ago, In July 2022 I discovered water damage to my home. Seatown admitted that they installed my HVAC unit incorrectly, which caused the water damage to my home. Their chosen water remediation contractor did more damage, and when they finally acquiesced to mold testing and remediation, their mold contractor recommended unsafe/outdated practices. Now they have agreed to pull the unit so I'm not reliant on their services for warrantee work, and give me a full refund. I am now arranging remediation and restoration myself, with them agreeing to compensate me. Mold remediation and home restoration is on hold, and I'm living with a huge hole in my kitchen ceiling, until they get this unit out (mold remediation recommends clearing the space before mold treatment). Their GM ***************** has accepted my comp settlement amount, and is now 'ghosting me' on the final step of the resolution: scheduling the equipment pull, and getting me a check.

  

  Business response

  10/05/2022

  Seatown indeed caused a water leak damaging this house. We have over a hundred emails and texts back and forth with ****** about this situation and we have done everything in our power to move things along and make the best of the situation. there have been many complications along the way with outsourced contractors of different variations, gaps in communication from ****** and ourselves, coming to agreements along the way and then all the sudden they are not good enough so back to square one every time. Seatown has 100% been standing behind our work and what we did the entire time with hours and hours and hours invested into making this right within reason. The latest offer from ****** included Seatown writing her a $40k check and tearing out the entire system that works perfectly. I (GM) spoke to ****** on the phone about this and told her I'm not going to argue with her latest offer to settle things but that I would bring it to the Owner of Seatown for a decision (this is where the *** of Seatown agreed to my offer and has ghosted me" comes into play). Seatown has never ghosted this issue. From there it was in the owners hands. he spoke to ****** on the phone the following week, him and ****** had a long honest conversation. This conversation took place last week. ******, we appreciate the feedback and our company 100% made the mistake and we feel horrible about it. Hopefully you find value in how we handled the situation. Jobs go bad sometime in our industry No matter how much we try to prevent it. And just like any other job that has went bad, when the chips are stacked up against us we always do what's right. As described in our emails you will receive a full refund of the entire job by 10/15/2022. We have used this as training for future jobs and we appreciate your patients as we remedied all the issues.

  Customer response

  10/06/2022

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

*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. ↩