Complaints

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• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair 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.

  We called PBCI-Allen a week ago to fix a water leaking problem they left about 2.5 years ago. At that time, they claimed that the water pipes needed to be replaced and we did pay them ~$7500 for the work. A week ago, we had water leaking in the front yard, we requested the company to come back and check the issue but they refused to fix it without paying another few thousand dollars upfront. Another company did fix the issue for us, it turned out that PBCI-Allen did not replace the old valve when they replaced the old water pipes 2.5 years ago, apparently the valve was not in a good shape at that time - there is an hole. Work number: *********. Another work that PBCI-Allen did for us about two months ago is for our Heat Pump/AC unit, they claimed that we needed a new motor. We paid ~$700 for the new motor, but it did not solve the problem. It turned out that it was because the coolant level was low, once it was brought up the problem was fixed. We are looking for a refund for the motor ($700, they also took away our old one that was still functioning), and partial refund $ (2500) for the water pipes work they did for us 2.5 years ago since it was not complete - the valve should be replaced at that time, we have to pay a few thousands dollars to excavate the yard to replace the valve this time. Thanks!

  Business Response

  Date: 10/19/2022

  The complaint is completely false.  First I have attached the proposal where PBCI-Allen Clearly states we only guarantee the water line repair for one year.  The failure occurred 2.5 years after the installation this is 1.5 times longer than the warranty.  The second fact is if the valve was defective this is the responsibility of the water authority not PBCI-Allen.  The home owner is only responsible from the curb stop into the home.  Not the curb stop valve itself.

  
  The second complaint has no merit to it what so ever.  We were called out to her home for a no heat situation and found the blower motor to be defective the bearings were seized up and we had to order a new motor.  We then came back out to install the new motor and the unit was operating properly after the motor was installed.  It wasn't until several months later her unit was not cooling properly is when we returned and found it to be low on charge.  We added refrigerant and the system was back up and operational.  In no way were the two items related, these were two completely different problems.   

  Customer Answer

  Date: 10/21/2022

  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.
  
  [1. We checked with Water Authority twice, they said the valve was on our side and it was our responsibility, and it should have been fixed when the company was replacing the water pipes since clearly the valve was in a poor shape at that time. 2. For the AC unit, after the new motor was installed, it did not solve the problem - bring the temperature down. We observed the issue for a week then decided to contact the company to let them know. It was fixed the second time when a different technician was here and mentioned that the coolant level was too low and that was where the problem was , not the motor. Still we paid ~$700 for the motor that did not solve the problem at all. 3. We hope the company has some work ethics.]
  
  Regards,
  
  ***** 

  Business Response

  Date: 11/03/2022

  As I showed and stated in my first response the water line repair was guaranteed for one year.  The problem occurred two and half years after the repair.  It is no longer covered under warranty.  As far as the motor repair I have attached my techs notes to this as well.  The original repair was made on 6/24/2022 and she did not call us back for the no cooling call until 8/1/2022 this is five weeks after the motor was replaced.  Not the one week as she lied about I have documentation to prove it. During the hottest summer in many years.  It is a fact the unit was operating for five full weeks.  Then she returned a call that the home was cooling but not able to keep up.  We then discovered the unit to be low on refrigerant at that time.   

   

  When I arrived homeowner owner explained how condenser fan motor would spin but not right. Took cover off and turned power on condenser fan barely spins can hear bearings grinding. Sprayed with WD4D to try and loosen and see if I could get to spin. Got it somewhat loose but it’s not spinning as fast as it should and squealing really bad. Condenser fan motor needs replaced called air con to order new motor special has molex plug and module. Air con had one in stock could send it to us right away. Should have it by 6/21/22 talked to office and scheduled 6/23 between 2-4. Also said could pay everything at once.$119 service call $553.66 motor and install total $672.66 to be collected upon completion of job. Return visit required. ********************* ******************** homeowner email pictures of fan motor.