ComplaintsforWD Plumbing & Heating Ltd.

• Initial Complaint

  27/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am so frustrated with my experience with WD Plumbing. I reached out about having plumbing done for my dishwasher. Arrangements had been made for them to come take a look, only to be rescheduled. Shortly after, my A/C went. I arranged for WD Plumbing and they finally came to the house and charged me $199.80 for the worker to tell me to shut off my A/C and that I needed a new unit entirely. WD quoted that it would be $1760.50 not including labour costs. I decided to have a reputable plumbing company take a look and explained the issues that WD Plumbing identified. Without saying the name, the plumber stated "Please tell me you did not get the estimate from WD Plumbing". The reputable company (as well as another company I reached out to) both said that the items that WD Plumbing was identifying as being issues did not make sense for the problems I was having. They both also said that the verbiage used was meant to instil a sense of urgency, and were not nearly as dire as WD had made it out to be. They proceeded to tell me a myriad of issues they have ran into with WD Plumbing, most notably the unprofessionalism and repeated attempts at getting people to get new units when it is a much smaller fix. The reputable company did not charge me for taking a look, and the repairs cost me $493.95 including labour costs and a new thermostat, and my A/C continues to work as expected over 2 months later. I am a first time home buyer learning as I go - I did not expect one of my first experiences to be such a headache. I have held out on paying the $199.80 hoping that the company would make this right, only to be threatened with legal action. I cannot wrap my head around a business model that relies on extorting people in this way. If I had not gotten a second opinion - I would have paid for a unit without question, which would have been an extra $1466.80 than required. I hope that my terrible experience with this company helps others to know to steer clear from WD Plumbing.

  Business response

  28/09/2023

  This complaint is a very good example of a customer who was manipulated and mislead. I have attached our original Work Request which was completed by our Journeyman and signed by the customer's mother who was at the house that day. Our work request description is very spot on with what was going on with the customer's furnace. There were many different issues that our Journeyman pointed out that was clearly the root cause of the issue. The main issue was that the motor very clearly looked like it was "jimmy-rigged". The brand name of the customer's furnace is **** *****. ** *** ********** is the contractor in Moose Jaw who deals with those furnaces and was the one who installed the furnace back in 2009. The blower motor specifically was clearly not the original and was replaced at least once after installation. Yes, we did tell the customer to keep the furnace off but only because it would have done a lot more damage to the rest of the unit if left on. The sound alone that was coming from the unit was very worrisome. The only option was to replace the blower motor, n-cap and blower wheel. As it shows on our invoice, we priced out those 3 parts that needed replaced with our Suppliers. Comparing ours and ****** **********'s invoice; yes the prices are very different. And there is only one way to explain that. They either used generic parts or used parts from other/older units they may have had on hand. Her specific furnace is a high efficiency model; therefore using generic parts is an absolute no-no in our eyes and we would only install parts that matched her model # on that unit which happen to be more money. We 100% stand by our professional opinion and we strongly believe that you get what you pay for. Yes, generic parts are always going to be cheaper than what the manufacturer recommends but we do not conduct business like that and want little to no call-backs for the same issue and take pride in our work when fixing the issue the correct way the first time.

  Business response

  28/09/2023

  I unfortunately had to remove a few sentences because of the 2000 limit. We feel that these last few sentences help round out the whole complaint and hopefully bring it to a peaceful close. Please share with customer if you are able.

   

  "We predict that the customer will have more issues with this furnace down the road. They had every right to get a second opinion but this business in particular has had a few run ins with us trying to blame us for their original mistakes. We will not be voiding the outstanding invoice and will unfortunately have to get our legal team involved if this does not get resolved. We hope that the customer does their do diligence and questions/confirms with ****** the parts that they installed."

  Customer response

  28/09/2023

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

  They do not offer any resolution for their actions.

  I am satisfied as long as my experience remains present on ****** reviews as well as the BBB site when prospective customers are looking at hiring the company. I hope my experience warns others to make more informed decisions than what I had available to me when I sought out this company.

  Sincerely,
  *****

  Business response

  28/09/2023

  Hello there,

  Our response was perfect and for her to still not be satisfied is ridiculous. I am curious if you shared with her the last few sentences that were cut off? Because we will be seeking legal action if the invoice is not paid and possibly defammation. Also, I really hope our response is posted seeing that we have to defend ourselves against other corrupt contractors. You can blur out the other company name if that is the issue but if the answer is not posted her claims look true.

  Please advise. Thanks.

   

• Initial Complaint

  23/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on December 16 2022 WD plumbing came to inspect our furnace. he stated that it was an issue with heat exchangers and that all the parts would be under warranty and completely covered. we inquired what would happen if we decided to go with a new furnace instead of putting new heat exchangers in ours. the owner of the company informed us there would be no repercussions if we decided to upgrade furnaces and there would be no cost to us. he ordered the parts and informed us they wouldn't be in till march of 2023. we didn't sign anything in regards to ordering parts and the work order that we have has no mention of parts whatsoever. we decided to purchase a new furnace and have it installed by a different company. i proceeded to send **** a message and inform him that we purchased a new one instead. he replied that the the parts came in 3 months early the day before i messaged him. (January 12 2023) he then went on to say that there is over $900 in shipping and restock fees after swearing there would be no such thing if we decided to go with the new furnace. he then proceeded to lie and state the work order was signed stating to order part. i still have my carbon copy of it. furthermore when the furnace was removed there weren't any signs of damage to my heat exchangers. (can provide signed statements from plumbers). he is threatening to send it to collections if not paid. thanks

  Business response

  06/02/2023

  Mr.***** has acquired our services dated back in  December 16th 2022 to come and take a look at thermostat, taken a look at the furnace to uncover minor issues with the heat exchangers. These issues were indicated with visual inspections and a test with a carbon monoxide detector. Heat exchangers had rust build up on top which was a minor concern and as well with having  up to 3PPM on my personal carbon monoxide detector. With this being it was suggested to replace the exchangers if they are under warranty which was clarified they were December 17/2022. Now Mr.***** is correct, there was nothing majorly wrong with the heat exchangers, due to the circumstances replacing them under warranty  would have been the cheaper route to take. Under Gas regulation law it is required as a gas contractor to "red Tag" a unsafe gas appliance In Mr.*****s case this furnace was not deemed to follow under that umbrella. As you can see in one of the attachments which is Invoice #**** it clearly states a 1 hour charge of me being there with the same date December 20/2022 of the approved order of the new heat exchangers. With confirmation of the second attachment he had clearly read the invoice the same day. The conversation that Mr.***** has claimed that there would be no repercussions of him installing a new furnace, restocking fees and a time expectancy of the new heat exchangers do not exist. Mr.***** was told verbally that the expectancy of the exchangers **** be in the new year with no exact date from time of order. Mr.***** was not forced to buy a new furnace and had all the time in the world to replace these exchangers. The exchangers were ordered straight from manufacturer out of the states. Mr. ***** had informed me via txt January 12/22 the exact day the exchangers were in my supply house ready to be shipped to my shop that he went ahead and got another company to install a new furnace "thanks for looking though" he had claimed

  Customer response

  07/02/2023

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

  As far as I can gather an email doesn't constitute a signature to order parts or an OK with repercussions of canceling order. I never agreed to the terms of the order or for the fees that you decided to tack on after. I never signed stating I would. I specifically asked if there would be repercussions and you stated no. 
  
  Sincerely,
  
  ******** *****

  Business response

  07/02/2023

  Thank you for your response. Business stands by their original response.

• Initial Complaint

  19/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We contacted WD about our heating oil furnace not working. They sent out an air conditioning specialist that said right to us "I have no idea what I'm doing, I'm in air conditioning." He charged us $489.51 on February 26th to come out here and it did start working before he left but he said "I don't know what I did." He pressed the reset button. On March 18th a furnace inspection was done. $614.18 later he told us we needed a CAD light but that we would have to drive to Regina to save mileage, get it and install it ourselves. The 24th, we were charged $489.51. The CAD light didn't fix the problem. Two men were here trying to diagnose electrical wire problems with a multi use tool. We were told to purchase a contractor's tool so we would know what was wrong. We were also told we needed a new thermostat and combustible air vent. They ordered the contractor's tool. In total we had about a week with no heat as they didn't know what was wrong. On the 29th he came out and installed the contractor's tool and it didn't fit so the 30 Gen was left hanging. He ordered parts totalling $55 (a new nozzle and two ignition rods) He tried to take the contractor's tool back with him. We were charged $775.08. On April 12th they phoned to set up another appointment to install a new thermostat and combustible air vent and we told him it would have to wait as there was a storm coming and to wait until next week. The next day he sent another invoice totalling $472.75 apparently the "rest" of the invoice we received and paid earlier for a second person being here on March 24th. Over the next couple days I spoke with contractors and other plumbers and found that I didn't need the thermostat or the air vent (for which I was told would take a whole day) and that I was getting severely overcharged. April 13th we went to Moose Jaw, picked up the parts and installed them myself. Messaged WD today (the 19th) and they aren't willing to absolve the last invoice.

  Business response

  25/04/2022

  Business Response /* (1000, 5, 2022/04/21) */ -February 26th, WD Plumbing was called to check on an oil furnace that wasn't working. A check was completed where a technician noticed that the electrodes were dirty, cleaned electrodes, ensured that gas was getting through filters, and the furnace was reset. Technician was told that no maintenance has been performed on the furnace since it was installed six years prior. Upon completion, a recommendation was given to replace the oil filter, as filters are generally recommended to be replaced annually. Furnace was working as it should when the technician left. The work request of labor performed on February 26th was signed by one of the owners. Inv **** was sent and paid. -Owners ordered a filter and cartridge through us and installed themselves, Inv **** is for those parts. -Technician went back out Saturday March 26th, noticed the Cad Cells were not reading flame. Owners were given the option for the technician to drive and get parts or they could. Owners opted to do it themselves, and installed the Cad Cells themselves. Owners were NOT charged after hours labor or afterhours warehouse access fees or for the Cad Cells. Work request for labor performed on March 26th was signed by one of the owners. -WD came out and did another furnace inspection on Sunday March 27th, WITHOUT charge, due to the furnace continuing to not function properly. Found that the Cad Cells weren't reading properly due to a smudge on the sensor that appeared to be a fingerprint. Cleaned and in full operation upon departure. On the 27th as well WD found in the furnace manual, it specifically recommended that a Contractor's Tool was needed to diagnose this type of furnace. This was also shown to the owner, it also said in the manual that it ran better with a new thermostat wire and new thermostat. This Work was recommended to the owner based off the models manual. Again, no labour was charged for March 27th. -March 28th Estimate **** was sent for two options for receiving the Contractors Tool, Owners chose the fastest option and WD sent Inv **** for the cost as well as labor for diagnosing the furnace. Contractor tool was received by WD March 31st, due to scheduling we were unable to make it in until the 4th of April. -April 4th, Technician went out with the Contractors tool, and the diagnostics said that there were issues with the burner nozzle. Took the nozzle apart and it was plugged, and they had a spare that was a 0.65 and used it to replace the .50 nozzle. .50 is the recommended nozzle size for furnace, but .65 works temporarily. Diagnostics also said that there were issues with the electrodes, electrodes were cleaned and reinstalled and recommendations to replace both nozzle and electrodes were given. Fixed some wiring issues with the thermostat wires in the furnace as well. After work was completed, they agreed to the work recommended on March 27th of replacing the thermostat, thermostat wire as well as adding combustion air. This work was not mandatory, and was not stated to be mandatory. This work was a clear recommendation based off of the manual for the model. This work was approved and then canceled by owners. The work request for April 4th of labor performed was signed by one of the owners. WD ordered electrodes and nozzles for owners, owners picked up parts and installed themselves. Inv **** is for these parts. -The invoice for March 26th and April 4th is Inv 1996, which is a combined invoice for both separate dates. It shows two separate labor charges, one for the work on March 26th and then one for the work on April 4th. As well as two separate travel charges, for each date respectfully. We feel that all items were billed out accordingly and fairly, including not charging overtime for the weekends worked as well as March 27th being completely free of charge, with no afterhours warehouse access fee (which is charged to WD by the supplier), no travel charge and the Cad Cell parts that were picked up by the owner. ********************************************************************************************************************************************************************************************************************************** Consumer Response /* (2000, 8, 2022/04/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩