ComplaintsforThe Plumber

• Initial Complaint

  06/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called ***************************** (***) on May 16th, 2022 to assist with a non-working water heater. *** notified me that they choose THE PLUMBER ************************* to address my issue. The Plumber Inc sent a tech named ****** on May 17th 2022 to my house. After looking at the water heater ****** told me that the water heater needed to be replaced. He then told me that there were some zone violations in the current setup of the water heater that he would have to fix and that *** would not likely cover this amount. He calculated an amount $****** for the zone violations. I agreed to pay the cost that was not covered by ***. He then notified me that I had to also pay for the water heater upfront. He told me that *** would reimburse me for the pre-payment through a standard process. The tech refused to replace the water heater unless I paid the entire cost upfront. I called *** to verify they told me that the cost to pay was $*** for the overages and that they had a process to reimburse the costs of the water heater once the contractor verified the expenses. I agreed to pay the full cost and asked for an invoice of the cost of the water heater and the itemized zone violations. the tech finished the work and requested payment of $**** which included for the zone violation work $*** and $*** for the water heater. I paid the tech $**** on May 17th, 2022 to the plumber Inc. The Plumber did not send me an itemized bill and never sent *** the corrected bill so they could reimburse me the cost of the water heater. I called *** on June 6th 9th and 13th to see the status reimbursement and they told me they had no record of the payment of $**** and that they would reach out to the contractor for an updated invoice. *** stated the water heater was supposed to be supplied by *** leaving no need for me to pay the extra $***. The Plumber has not updated the invoice or reimbursed me the cost of the water heater. I would like a $*** refund due to fraud.

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/06/15) */ We went to this call which we are subcontracted through *****************. Customers water heater needed replacement. The process through the home warranty takes a few days to get the water heater through the warranty company and there are non covered items on customers policy that he would have to pay out of pocket. Customer did not want to wait for the home warranty and he decided that he wanted to do it outside of the home warranty so he can have it done immediately. Customer was given price which he accepted and we installed the water heater. Customer was advised that he should call the ************* for a cash in lieu, they will send him money for what they pay for a water heater and basic labor. That amount is determined by the home warranty and the customer will receive funds from them. This water install was not done through the home warranty because customer did not want to wait and knew the rest of the details and that he would be paying us complete as if he did not have the home warranty. We are paid $75 from the home warranty when a customer is going to cash out. Has the customer reached out to the home warranty for the cash in lieu? That should be his next step as it was explained via email to the customer. Every thing was done above board and completed.

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