ComplaintsforQHR
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Complaint Details
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Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On February 7th, 2024 our home warranty company contracted QHR to replace our leaking water heater. **** (I believe his name is ****************************) at QHR came out and installed the wrong water heater for our house which is a major fire hazard. He installed an atmospheric vent water heater (which has to vent through the roof), in our house which needs a direct vent water heater (which vents through the wall). In the process he charged us $410 for work on the water heater that wasn't covered by the warranty (a TMP modification to the wrong water heater). After our pilot light blew out from the improper venting we were able to get another company to come out and assess the situation. Their plumber pointed out that it was the wrong type of water heater entirely and would have to be replaced. Our home warranty contracted with the new plumber and he was able to install a direct vent water heater properly. I informed **** and QHR of this and requested a refund of my $410. The have so far refused the refund and have refused to take any responsibility for the mistake. They initially said they installed the exact same water heater as we had (they did not), then they said the picture we sent of the information plate was unreadable (it was perfectly clear), and finally they settled on blaming the home warranty company for ordering the incorrect water heater (partially true, but it is the plumber's responsibility to not install the wrong water heater regardless). He left my family with a fire hazard in our house for 5 months while this process played out. The home warranty company has admitted their part of the mistake and replaced our water heater. At this point I would like a refund from QHR for the $410 that we paid for modifications on the incorrect water heater that **** installed. I have text messages and pictures to support everything I am saying.Business response
07/25/2024
this. is qhr we are responding to this coplaint againts us. we were supplied with the wrong equipment from a third party that hired us to go and install a water heater at the home. tech did the installation so plan holder can have hot water . we later found out we were supplied with the wrong unit and had to replace it we tried numerourse times to reach out to the plan holder to set a return appointment and they refused to set one . but as of 7/24 we have came to an agreement and both parties are happy to put this behind us .
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.