ComplaintsforEastlake Plumbing

• Initial Complaint

  08/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a hot water heater installed by them. ***** called me and said it would be $195 for a 4 year extra warranty from the manufacturer. I called her back and said OK, They sent me a **** for $300. I called and asked why. She said her technician said because it was after the install it was going to be a more expensive price. I told her that is bad business practice giving us a price and then sending a more expensive ****. I said they need to do it at the original price I was quoted and they have never replied. This is unacceptable business practice.

  

  Business response

  08/31/2021

  Dear customer. it is unfortunate you feel that way, as We carry ourselves in a high standard when conducting our business. To clarity, Our office did contacted you via phone ( Your conversation was with *****) and she explained to you that Any prices quoted are given for the same service visit, You contact our office one month later after the installation of your water heater. If a customer does not decide at the time of that same service visit, which You turned down the Extended warranty at the time of installation, then that forces us to make a second trip to go purchase the part necessary to extend the water heaters warranty for the manufacturers specifications ( This necessary part, is the manufacturer additional part, Not our parts ) IT would entail for us to go pick up that part from a supplyhouse and then go to your home once again to install that part into your water heater, and that is how the manufacturer extends THEIR warranty, not ours ); this is the reason for that additional fee you mentioned. We do take customer satisfaction very seriously, and it saddens us to know that you were unsatisfied but to run a successful business we do need to follow company policies.

  Customer response

  09/01/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

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