ComplaintsforRite Way Heating, Cooling & Plumbing

• Initial Complaint

  07/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife & I had an issue we called Rite Way (RW) about, which was a sewer gas smell in the master bath. RW sent a tech and resealed the toilet. Before the tech left, my wife said she could still smell the sewer gas. The tech responded with, "Oh, I don't know if I seated it right but the smell will go away," and left. Over the weekend, the smell got worse. We called RW back to address the issue and they sent the same tech out again and recommended an older and no longer used diagnostic. He gave a verbal quote of $300-400 but then sent a quote for almost $1K. We called RW back and they sent another tech and said the smoke test was the way to go. We called around and got different opinions to include replacing the toilet or a sewer line cleaning. We presented those options to RW and they changed the story to offer the sewer cleaning (a $2K job). The issue was resolved with a toilet replacement (not with RW). We have tried to get a refund w/merchant but they keep giving excuses on a delay.

  

  Business response

  07/27/2021

  We have investigated this issue, communicated with Mr ****** and have refunded the customer. It is our understanding that the customer is satisfied with this outcome, and we apologize for this process being more difficult than it should have been.

  Customer response

  08/02/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15684697, and find that this resolution would be satisfactory to me. As they stated, a refund has been provided for the issue presented.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  07/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an A/C system through COSTCO, which was installed by Riteway and it came with a one year contract for two maintenance visits from Riteway. On the second visit (September 2018) the service technician signed me up for a three year maintenance contract which included two A/C Maintenance visit per year, and a free Water Heater flush once per year. The plumber would also provide a free water test and could work on any plumbing issues without charging the $45 "Call/Visit" fee. In 2019 I had the Riteway plumber and A/C Tech at my house on the same day. I called a couple of times in 2020 and was told, "...we're not scheduling those at the moment", and was told to call next year. I called in January 2021 and got the same, "...we're not scheduling those...". I asked when they would be, and was told they don't perform this service for free anymore. I mentioned that this was part of a pre-paid contract, and was told said she knew that, and would call me back - heard nothing!

  

  Business response

  07/16/2021

  ** ********

  We're so sorry to hear about this. Our Customer Service Manager just left a message for you to set up this service for you. Please give Allie a call on 520-745-0660 so that we can resolve this and take care of you properly.

*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. ↩