ComplaintsforNorth Shore Plumbing & Heating Co. Ltd.

• Initial Complaint

  28/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October 2021 I paid North Shore Plumbing and Heating $1600 to install a hot water heater. The next day I emailed with two concerns. Their plumber called me and I said I had a 5 gallon pail under the pressure relief discharge. He said to put a yogurt container under it instead, so I did. It was several days before I went back down the basement and in that time several gallons of water had come out of the pressure relief valve. I had to lift, dry, and refit the laminate flooring near the tank. I asked North Shore to come out and install the tank properly. They came and did not rectify the installation. They changed the house pressure valve and invoiced me $345 for this work. This was not the issue and the tank kept discharging litres of water a day. Fortunately, I now had the 5 gallon pail under the discharge pipe. I asked North Shore to come out again to rectify the installation. They came and replaced the brand new pressure relief valve on the tank. This did nothing to solve the problem. I called a plumber, described what was happening, and he fixed the problem for $310. North Shore did not install the tank properly. It cost me a lot of time and effort and $310 to complete the installation. I am now going to get the second plumber to come back and replace the house pressure valve that North Shore installed because I can’t trust their work. They had 3 attempts to install the hot water tank properly and were not capable of it. I would like North Shore Plumbing and Heating to reimburse me $200 for my time in repairing my floor, the $310 I had to pay to get the tank installed properly after their 3 attempts, whatever it costs to get the house pressure valve replaced, (I would assume it would be near their $345 charge) and to stop asking me to pay the $345 invoice for the house pressure valve that did not in any way rectify their their faulty installation.

  Customer response

  28/03/2022

  I guess all I can do is change my resolution request to a billing adjustment and have North Shore Plumbing and Heating discard their invoice of $345 for the work that did not rectify their faulty installation.

  Thanks,

  ******

  

  Business response

  31/03/2022

  As per this complaint by “the customer”, the Owner of our company has called “the customer” to discuss the processes of diagnosing the problem with the hot water tank for his understanding, and possibly come to some resolution. 

  
  Contact was not made and a voicemail was left.  We are currently waiting for “the customer” to return our call.

  
  “The customer” has made allegations our company installed the hot water tank incorrectly.  The subsequent work performed by our company, as well as the other plumber “the customer” had hired, is not related to the actual “installation” of the hot water tank. 

  
  At this point in time, “the customer” was asked by our company to submit a paid receipt from the plumber he hired to complete the subsequent work.  He submitted a hand written receipt, potentially from a store bought receipt book, with no name or company name, etc. thus lacking validity and has made no attempt to provide otherwise.

  
  That being said, we cannot attest to what another plumber has explained to “the customer”, or if he has come to his own conclusions, it seems apparent “the customer” does not understand the technical processes of the subsequent work.  If “the customer” had allowed our company to continue with the work instead of making the decision of hiring a different plumber, the process of diagnostics and the technical reasoning would have been explained to him at that time. 

  
  We will provide an update to this response once the owner of our company has directly made contact with “the customer”. why here...

  Customer response

  31/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I have called back 6 times and not made contact. They have not called again.

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

  

  Business response

  14/04/2022

  To date the customer has not returned telephone calls nor voicemails from the owner of our company to discuss resolution despite the customer stating he has called our office 6 times.  We have diligently checked all of our phone records with our dispatcher and have not received any calls or voicemails from the customer.  

  Additionally, the customer has made no attempt to submit a legitimate receipt for which he was asked to provide to us in attempt of resolution.

  The owner of our company has tried to make contact again on April 12, 2022 by telephone and received no answer and again left a voicemail to return his call to discuss resolution.

  To date the owner of our company's voicemail still has not been returned.

  Customer response

  19/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: I call them repeatedly and only get voicemail. They did a faulty installation that I paid full price for and when i asked them to come back and fix it, they didn't fix it and sent me an invoice for $363 for not fixing it. This can be resolved if they just cancel their second invoice.
  
  Sincerely,
  
  ****** ******

  

  Business response

  25/04/2022

  In response to the customer’s recent comment regarding the hot water tank not being installed correctly, this statement is false, and without proof or merit.  Additionally, the invoice for the installation of the hot water tank was paid by the customer.

  The invoice the customer wants cancelled refers to the installation of a pressure reducing valve that was required because the pressure to his house was too high.

  
  The owner of our company has called the customer 3 separate times and left voicemails for the customer to return his call to have a conversation about his situation.  The customer states in his last response he only gets voicemail when he calls our company.  Our company has a full time dispatcher 8:00am-4:00pm, Mon through Fri answering a tremendous number of telephone calls per day and has not received even one call from the customer through this entire review process.

  
  Our hands are tied at this point in time. The customer seems to prefer utilizing this platform to make inflammatory and false statements rather than having the conversation about his situation.

  
  Without a conversation with the customer our company will settle the issue of payment with our collection agency rather goes back and forth on this platform without resolution.

  Customer response

  27/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I paid the company $1600 to install a hot water tank. Their full quote. They did a faulty installation. The tank flooded my basement. I asked them to fix it. They didn't fix it, but are demanding an extra $363 and threatening a collection agency. I trusted their quote and trusted their work 3 times, but still had a tank that overflowed every time it heated up. There are no false or inflammatory statements. Just facts. I paid full price and they didn't install the tank properly. They have invoiced me $363 more for not fixing their faulty installation.  I call them every day on my lunch hour and get to Ron's voicemail (Ron called me) and leave my name to say I've called. If they have a full time person on the phone, they can call me between 1:00 and 1:30 any day except Tuesday.

  The facts are: I paid in full and they didn't install the tank. They didn't fix their install, but invoiced me another $363 over their quote for coming out to fix it.
  
  Sincerely,
  
  ****** ******

  Customer response

  03/05/2022

  Hi, I filed Complaint ID: ******** and the business (North Shore Plumbing and Heating) contacted me and generously resolved the complaint. Can you please tell me how I withdraw the complaint or mark it as resolved. Thanks, ****** ******

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