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Complaint Details
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Initial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In April 28,2024, the chamber sensor and control valve on my Rheem&#**;s hot water were broken, we called H32313138**33383733**H, Rheem&#**;s authorized plumbing, to come to replace the parts. I was charged and paid $780 for replacing chamber sensor and gas control valve in 4/29/2024. I later found out from Rheem- manufacturing warranty for the parts were $360. Clearly the plumber took advantage of the emergency situation, over charged the parts by $277. I spoke to H32313138**33383733**H ( ******* & ***), they agreed to issue the overcharged amount of $277 as a credit so I can use for future service. Because of the reckless conduct of the plumber, not long after the replacement, the hot water heater started to leak. I called H32313138**33383733**H again on 6/21 to report the leak, a plumber showed up to look. I requested to have an estimate of using their supplier for a new hot water heater and installation and I was told by the office to wait for the plumber to contact me for the estimate. I waited about a week and I could not received an estimate or service to get the job done. We need a hot water heater, we used other plumber to get a new one in 6/30/2024. The credit that the office issued is useless, they do not provide the service, the credit is just a number to fool people. I now want In ****** H3237313834363035**35H to send me the overcharged amount of $277 to my credit card or mail me a refund check. They refused
Business response
07/26/2024
Dear ***************,
Thank you for sharing your concerns regarding the service you received. We sincerely apologize for any inconvenience you may have experienced. Our goal is always to provide the best possible service, and it appears we did not meet your expectations in this instance.
To clarify, our technician made multiple visits to troubleshoot and order the parts, and a trip to install the parts, which was purchased from *********** We understand that this process can be frustrating, and we appreciate your patience throughout.
We acknowledge that the water heater began leaking two months after our service. This issue was unrelated to the repairs we performed, and we provided an estimate for the necessary work at that time. We are truly sorry that this led to further dissatisfaction.
Please note that ******* is currently out of the office on maternity leave. ***, our new team member, has only been with us for less than two months. Despite our staffing challenges, we are committed to resolving this matter to your satisfaction.
Your feedback is valuable to us, and we are committed to resolving this matter. Please let us know how we can assist you further.I have refunded the $277 in good faith that you will remove the negative reviews you've left us on multiple review platforms.
Best regards,
****
In Demand Plumbing
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.