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Complaint Details
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Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Thursday, April 18th, Junior from Cactus Plumbing and Air visited my home at ********************** to perform a water heater tune-up along with an AC tune-up. Unfortunately, my wife was home alone with our baby at the time, and I was not present.To our dismay, upon my return home, I discovered water leaking from the water heater, causing significant water pooling at our laundry room floor. ****** informed us that the unit was compromised and required immediate replacement. This was perplexing to us as we had never encountered any issues with the water heater before his visit.Reluctantly, we agreed to proceed with the replacement, given the urgent circumstances of having a 2-month-old baby and guests in town. However, the situation quickly escalated when **** arrived for the water heater replacement. **** insisted that all plumbing needed to be replaced at the water heater connections, along with additional components such as a pressure regulator and new valve. Consequently, the initial estimate of $2,200 skyrocketed to an exorbitant $4,000, with unexpected additional charges continuously being added.Understandably, I expressed my dissatisfaction with the escalating costs, only to be informed that Junior was not even specialized in water heater replacements. This lack of transparency and professionalism is deeply concerning and unacceptable. Despite feeling taken advantage of in multiple ways, we were left with no choice but to proceed with the exorbitant charges to ensure the functionality of our water heater. This entire ordeal has left us feeling exploited and deeply dissatisfied with the service provided by Cactus Plumbing and Air. Given the circumstances and the significant inconvenience and financial strain imposed upon us, we kindly request a substantial refund for the overcharged amount. We firmly believe that such a gesture would demonstrate your commitment to customer satisfaction and help rectify the negative experience we have endured.Business response
07/03/2024
Hi *******************,We take our customer complaints very seriously and I want to first off apologize for the negative experience you had with our company, I can understand the stressful situation that occurred in your home and wanted to have it resolved asap.I see the job was done 4/18/2024 I see our tech junior was out for an ac tune up and he had also looked at your water heater even though he explained he was not a plumber but would be happy to have the office send one out. Which we did the same day. **** had shown up and looked over the water heater and recommended replacement along with replacing the main valve and pressure release valve and piping. ***** was discussed with you and the first of 4 signatures took place to approve the work. We give our customers options when it comes to pricing. We had offered an install only if you wanted to buy the water heater and have us just do the install, Or to purchase and install through us. You agreed to the replacement and the price and signed the estimate. This was the 2nd signature. Then when *********;returned the same day with the water heater you then signed a 3rd time approving you have received the water heater. Then upon install you then signed a 4th and final time for the job completion and you were satisfied with the install of the water heater and valves. When **** had left for about 2 hours to pick up the water heater This had given you time to think about the price of the job you were under no obligation to proceed with the work or our company. The first time we heard about your dissatisfaction with the price was on 4/26/2024 that's 8 days later. Why not let us know right away of the issue with price? We have financing options to help our customer as well as numerous other avenues we could have tried to help cut some of the cost. With nothing being said to our technician or to the office the day of or even the next 2 days, we didn't know the cost was an issue till later. I hope you can see our side of this. I truly apologize for any wrong doing on our part. I have attached the 4 signatures and time they were signed so you can see the amount of time you had to think about this purchase. Please let me know if there is anything else I can do for you.Thank you*********************
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