ComplaintsforBerck's Old Time Plumbing Heating & Air

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday august 12, 2024, a service call was made, family plumbing sent out a repair man and diagnosed the problem with my air conditioning system. The repair man found the problem and quoted me $650 for repair. My unit is still under manufacturer warranty. Family plumbing installed my whole house system in 2017. The company said I have no maintenance records there for my warranty is voided. Under ca law this is incorrect due to the fact that the issue is an internal parts failure no maintenance could have prevented the electrical parts that went out. Further more they told me if I paid cash $500 my bill would be less, probably another one of the companies schemes to avoid paying taxes. I tried to explain this to the receptionist in order to resolve this at the lowest level possible but got no response. Best regards, ***************

  Business response

  08/13/2024

  The unit has parts Warranty not labor so he has to pay for labor. We are going back out there today to do put the part in and its not for $ ****** by cash he only paid $ ***** by check. But we are going out today for $ ****** labor only.

  Customer response

  08/13/2024

   I am rejecting this response because:
  
  After reviewing Whirlpool corporations (Amana) warranty policy, as a consumer I am not liable for labor cost. This is according to the the companys website under warranty policy which states in part. Amana brand of ********************* or Whirlpool Canada LP (hereafter Amana) will pay for factory specified parts and repair labor to correct defects in materials or workmanship. Service must be provided by a Amana designated service company. All services must be submitted within 45 calendar days of repair. When Family plumbing heating and air, repair man ***** arrived he informed me I was to pay a fee of $78 for diagnostic work, thereafter ***** would cover the rest of the repair. According to my 16 sear units warranty I have 10 years limited warranty and lifetime for the compressor, no were does it state under the policy that I have to pay labor, or that my warranty is voided. I feel that these are very unfair practices by family plumbing due to the fact that not only will I be paying as a consumer but also the corporation, because after they submit the work order to Whirlpool, they family plumbing will be paid again.

  Business response

  08/13/2024

  We offer a 1 Year labor wty on all work we do. ***** does not cover labor wty unless he bought a extended 10 year labor wty plan. If he did he needs to send us the certificate that he would have gotten when he signed up. We give back the defective parts to the supply house and they give us new parts for the truck. The install was done in 2017. The home owner agreed to pay $ ****** to have the parts replaced today 8-13-2024 after 4pm
  

  Our ************* Warranty Protection
  Amana brand's legacy continues by providing outstanding standard warranty coverage on all products which include 10-Year ************* Warranties*.
  Our air conditioners and heat pumps feature our most comprehensive limited warranty coverage of any on the market. Our most efficient air conditioning and heat pump units offer **************** Warranty* protection for the compressor to the original, registered*, single-family, homeowner of a properly matched system. Additionally, our most efficient furnace units offer a **************** Warranty* protection on the heat exchanger to the original, registered*, single-family homeowner of a properly matched system. If the original owner should have a compressor or heat exchanger failure, we will replace the unit with a comparable Amana brand product at no cost.
  Full details on warranties are available from your local Amana brand dealer or on each products web page. To view the warranty certificate for a specific product, click on that product's page, and then click on the warranty link in the blue bar under the product image.
  * Complete warranty details available from your local dealer or at www.amana-hac.com. To receive the Lifetime ************************ Warranty, *************************** Warranty, Lifetime ********************** Warranty (in each case, good for as long as you own your home), and the 10-Year ************* Warranty, online registration must be completed within 60 days of installation. Online registration is not required in ********** or ******* The duration of warranty coverages in ***** differs in some cases.

  Customer response

  08/13/2024

   I am rejecting this response because:
  
  We offer a 1 Year labor wty on all work we do. ***** does not cover labor wty unless he bought a extended 10 year labor wty plan. According to ***** I do have a 10 year warranty. The proof has been attached.
  

  Business response

  08/13/2024

  The wty states in the picture 10 year parts, lifetime compressor, and 99 years unit replacement wty. Says has nothing to do with labor. But this is taking up my time plus his time and the BBB time. We are  willing to help the customer out and do it for him and ill cover labor cause its eating up everyone's time. I can do it for him on 8-15-2024 in the morning. Sorry for the inconvenience this has caused to all parties. He did send a text mesg stating he would be back in town in a couple of days then he will figure it out. He said he probably will just do it himself and save a couple of bucks. But we are willing to help.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an appt for 5/31/2024 and the Tech ***** showed up and promptly made it clear he was "Just a Plumber" and then pointed to the Water Heater and said "I don't know anything about this", but I can flush the system. Which he did. The water started what they call "sandwiching" which means you get hot water for a while, then you don't. He did flush the system but that was all.....NO DIAGNOSTIC SELF TESTS THROUGH THE BUILT-IN KEYBOARD. THEN HE CHARGED ME $275 DOLLARS.Still having a problem, I made another appt for 6/3/2024 and a different Tech showed up and again indicated that he couldn't attempt to run diagnostics or otherwise and I HAD TO ASK HIM TO REMOVE THE COVER, WHICH HE DID....AND I POINTED OUT A LEAK EXISTS. He then said there are no "Trouble Codes"; and therefore did not want to touch the keyboard to even do any diagnostic self tests. Then he charged me $98 dollars and stated he was "giving me a break?"I feel that these technicians are NOT the people the company says they are and just send them out and then CHARGE YOU FOR SERVICES NOT PERFORMED.I ASKED FOR THE SERVICING OF THE DEVICE.....NOT WHAT THE **** FEELS HE CAN DO.I FEEL THAT FAMILY HEATING AND AIR NEEDS TO REFUND PART OF WHAT THEY HAVE CHARGED **** ACCEPT THE $275 DOLLAR CHARGE BECAUSE OF THE FLUSHING BEING PERFORMED.BUT I DO NOT ACCEPT THE $98 DOLLAR CHARGE FOR JUST SHOWING UP AND TELLING ME THEY DON'T REPAIR THE DEVICE. WHERE IS THE DIAGNOSTICS WHERE ARE RUN FROM THE BUILT-IN KEYBOARD THE MANUFACTURER PROVIDES??????????AS FAR AS I'M CONCERNED, THIS COMPANY IS A FRAUD!.

  Business response

  06/09/2024

  ****************. We are sorry to hear that we didnt meet your expectation. We have very high expectations at Family plumbing Heating & Air and would love the opportunity to improve. Things have been hectic at the shop we have had people sickout with the flu. I did credit back the $ ***** and sent it to him via phone mesg. If you have any question please give us a call.

  Customer response

  06/10/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

*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. ↩