Complaints

• Initial Complaint

  05/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In November of 2022 I requested permits on a job quote. I currently have to wait **** weeks for the ***************** Inspector because the company did not have appropriate paperwork in place to complete the inspection timely. I have been without a kitchen sink since January 2023. I would like immediate resolution as I have paid IN FULL for the job completion which was billed to me and paid several (March 2023) months ago. Thank you for your assistance with this accountability.

  

  Business response

  05/09/2023

  Good Morning!  Through the *****************, there is an additional required license, Home Improvement Contractor, which is in addition to the standard contractor's licesnes.  RWS has never been asked for this addtional license or even know about it; we went through the steps of applying for (additional paperwork, documentation, payment, required fingerprinting @ ********* Police Deptartment, etc.).

  On 4/25/2023, we were granted this additional license.  On the SAME day, I went ahead and applied for a building permit within the *****************'s website.  I wasn't able to even apply for a building permit before hand without having this addtional Home Improvement Contractor license.  

  On 5/1/2023, I reached out to the ***************** regarding the permit application I filled out the week prior.  In the response I received, I was told it would be **** weeks to process & receive approval on the permit application.  I immediately notified the homeowner of the status.  

  Unfortneatly, I can't make the permitting process go any faster.  We'd be happy to refund the cost of the plumbing aspect of the contract and the homeowner is free to move to a different plumber/contractor.  

   

  Customer response

  05/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We are in a contract. Back in November of **************************** writing for permits. I am my mothers COURT APPOINTED GUARDIAN and must follow the process of OBTAINING PERMITS for work performed. How would I achieve this with another contractor?  I want my permits and the plumbing I paid for to be completed as stated in the contract. I have been without a kitchen sink or water since January of 2023 and I have paid for this work in full. 
  
  Regards,
  
  ***************************

  

  Business response

  05/15/2023

  Good afternoon!  We don't have a lot of options here . . . we forced to wait for the permit application to proceed within the *****************.  I am unable to make the process go any faster;  I have reached out to the ***************** asking for an update on the status on the permit application.  

  Once I have an update from the ***************** on the status of the permit, we can move forward with securing the plumbing permit & hooking up the sink drain & faucet.  Again, we'd be happy to refund the plumbing portion and have the homeowner work with another area plumber. 

  Customer response

  05/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

  Customer response

  05/19/2023

  I am not satisfied with the ************* response because of several reasons. 

  The obvious elephant in the room is that I submitted in writing I wanted a permit back on November 22, 2022,  I am my mom's court appointed guardian. As a condition of my guardianship I am required to abide by the rules and obtain the required permits. This is not unreasonable request. So if ************* is an accountable contractor, why are they submitting the paperwork for permits in March when my project is ready to proceed with a plumber and causing us, the paid in full customer, to wait on lack of accountability by ************* when this paperwork for permits could have been filed in November when it was requested. What company is unaware of what permits they can pull? This is an UNREASONABLE AMOUNT OF TIME we are made to wait on FAULT THAT IS NOT MY OWN. yet I have paid for services and am without a functional kitchen for months.

  Second, and most notably, ************* is attempting to resolve this issue by getting out of the contract and refunding me my money, which again is lack of accountability and a cowardly way out of this situation. I want a more compensated and accountable resolution. What is missing here is in addition to accountability is total lack of CUSTOMER SERVICE RECOVERY. I have done nothing wrong except paid in full. I want ************* to finish the job, be accountable for this severe delay and my lack of a functional kitchen for months, acknowledge and apologize for their lack of professional accountability. I want ************* TO COMPLETE THE WORK. UPON COMPLETION OF THEIR CONTRACT, I want the plumbing portion of the job to be refunded to me as a customer service recovery compensation. 

  The above is a fair and reasonable resolution for complete lack of trust, inability to fulfill the contractual obligation and another contractor that would rather weasel out rather than stand up and own up. What is not being resolved at this time is service, honesty, trust and resolution. Otherwise we wouldn't be here. 

  ***************************

  

  Business response

  05/24/2023

  Good Morning!  We are in the home stretch of getting the permit requirements from the ***************** . . . our permit application was approved yesterday, 5/24/2023.  *********** can now pull his necessary permits & requirements that the ***************** requires.  

  There will be no refund given for the plumbing portion of the contract; if RWS is performing the service, the service will be completely paid for in full.  There is also the outstanding permit fees that will be required before I schedule/comfirm *********** for hookup. 

  *Building Permit ~ $105.00
  *Home Improvement Contractor Permit (required by the *****************) ~ $260.00
  *Plumbing Permit ~ $150.00
  *Processing fee ~ $175.00

  Once I have the go-ahead from the plumber that he has his permit in hand, we can go ahead and schedule the hookup.  All necessary materials (sink, faucet, garbage disposal, dishwasher, etc.) will need to be on site, ready for hookup.  Email will be sent to the customer to schedule plumbing hookup. 

  Thank you! 

  Customer response

  05/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please type your response here.

  The problem with ************* is complete disregard for the customer. I have had to suffer with a non-functioning kitchen since March THROUGH NO FAULT OF MY OWN. This is COMPLETE lack of accountability by them with zero attempt for service recovery. I am asking for compensation plumbing refund due to your neglect and lack of responsibility. I paid my bill in full months ago. So you bill me $690.00 for permits on the BBB website??? Hahahhahaha.  Shameful and a disgrace. Why didnt you email or communicate this to me on my invoice when I requested it in writing in November? What reputable company doesnt have the proper permits in a city the size of *********? This is why we are here on the BBB page. ***** texted while I was at work, I responded 3 hours later with my availability. Nothing. I will take this as high as I can with IKEA. IKEA customers dont deserve to be jagged around and played like the fool. This has been so painful. 
  
  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. ↩