ComplaintsforHydro-Flo Plumbing & Heating Ltd

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 13, our tankless water tank was having issues that the hot water is not hot enough, so I called Hydro-Flo Plumbing & Heating Ltd. They sent the first technician on the same day, after diagnostic, she decided to replace the first part. After the repair, we paid the balance of ****** dollars and found the issue has not been fixed. On Feb 14, we called Hydro-Flo Plumbing & Heating Ltd back, they sent the same technician and decided to replace the second part, we ended up paying ****** dollars for the second-time repair, and the issue still had not been fixed. We called Hydro-Flo Plumbing & Heating Ltd back for the third time and they sent the second technician who was more specialized on tankless water tanks, he flushed the tank, disconnected the control panel, we finally got hot water but it took long time to get hot waters from the bathrooms upstairs. He stated it is normally to take long to get hot water and it would fine to get the control panel disconnected. Since then, it would take about 40 to 50 seconds to get hot water from our bathrooms upstairs, we thought it is normal until I talked to a friend who has tankless water tank. He said it should not take that long to get hot water even it is tankless. I called Hydro-Flo Plumbing & Heating Ltd again this morning, the technician called me back and offered me two options: one is to keep the way it is and live with it, second is to send somebody back which is billable and connect the control panel back and there will be no hot water.

  

  Business response

  06/05/2024

  Have **** call our office to discuss.

  First Ive seen of it.

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

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

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

  **************** 

  

  Business response

  06/05/2024

  We were originally called to site on February 13 2024. They were having issues with the tankless system which is 14 years old. We replaced parts which were no longer under warranty and parts the customer approved, this original job was done over a couple of days and the customer received fair value for parts installed and labor to do it. The second call for the same unit was made April 18 2024. Which you can see is over 2 months later. At this point we gave them 2 different options to remedy their situation. ****** was the brand and they were willing to give **** a brand new unit on the the condition that they change some of their piping and the set up of the unit because according to them it was never installed properly. The second option was for us to source and supply a new control board for the unit which they would only have to pay for the board itself and we would provide the labor at no cost due to the fact that it would be a quick job and we were trying to keep them happy and thought it would be a fair trade. **** never returned to ** with an answer on which way he would like to go. The next thing we received was the email from you that we let them down and wanted their money back. We have done everything we could from our side to make them happy. Also to be noted is that they have always had hot water and the only issue is that it takes a little longer to get to certain fixtures. As we explained to them this is because the they are running without the control board and off the internal board only.

  Hope this clarifies the situation.

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

  Customer response

  06/05/2024

  
  Complaint: 21546474
  
  Recently, a technician from another company inspected our ******* unit and identified a recirculating pump, explaining the delay in hot water delivery. The replacement of this component was apparently approved by me, although I must admit I'm not well-versed in the intricacies of the unit. I had assumed the technicians were aware of what they were doing, but they never mentioned the existence of the pump during their service. As for the control unit, I had to independently contact various suppliers and source the part myself.

  During my conversation with the business owner, he did not mention anything about the improper installation, and their technician said there was no way to get the control panel for our unit.

  Sincerely,
  
  *************

  

  Business response

  07/05/2024

  We originally were called for not enough hot water. Our tech diagnosed that there was a stuck check valve. Which was replaced. we were then called back with the issue persisting. we contacted ****** support and were walked through some trouble shooting with the support team. after further diagnosis ****** themselves told us to replace the flow sensor which we did. this was all apart of the original call. we returned again and did a full flush on the system as the customer said it was never done. we also removed the faulty control board to allow the unit to operate on internal control. at this point the customer was walked through the operation. the fourth interaction was through phone only and the customer was offered to pay for new control and we would instal at no labor cost. keep in mind all this work was done on original fee. everything was covered by us after that initial charge. now a second contractor has proposed that the recirculation  pump could be the issue and it very well maybe the fact. this particular unit is ********************************************************************************************* this case there was obviously a multitude of issues stem**** from the lack of cleaning and care. 

  Customer response

  07/05/2024

  
  Complaint: 21546474
  
  

  The purpose of this call is to address our ongoing issue. I appreciate the effort you've put in so far. However, despite your team's work, our problem remains unresolved. Surprisingly, it seems your technicians were unaware of a crucial detail: there's a pump installed for our unit. Bringing this to ******* support's attention could lead to a different approach to troubleshooting. While it's easy to attribute the issue to the age of the unit, competent technicians should be able to resolve it regardless.

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