Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called ASI for water heater ventilation issue per SDGE inspection. The guy came charged me $200 and didn't fix the problem and said he couldn't fix the problem. I have to have someone else to come to fix the issue. I want my money back. The company advertised on TV all the time stating if they cant fix the problem there will be no charge They are so dishonest and false advertising!

  

  Business Response

  Date: 08/08/2022

  Hello Fiona, 

  I was able to review the work done on 8/3/2022 and determined the Plumber DID do work to determine the cause of the issue found by SDG&E.  The issues was, "Smoke fails to flow inside water heater vent piping. Client will need to have vent piping cleaned. Possibly chimney sweeper.  Plumber undid venting after ceiling to see if issue was an easy resolve. Issue still showing. Client to have vent cleaned and have SDG&E back out." 

  Our technician used his time and knowledge to effectively test the venting of your water heater.  ASI does not do duct or vent cleaning.  The cost of cleaning the flue vent would be much lest expensive than having the venting repaired or replaced.  I am willing to meet you Half way with a refund of $102.00.  Without ******** visit, time, and testing the issues would persist without a solution. 

  Please let us know if you accept this offer and we will process your refund immediately. 

  Customer Answer

  Date: 08/08/2022

  
  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,
  
  ***************
  
   
  

• Initial Complaint

  Date:07/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ASI employee promised to email an invoice with cost breakdown. He did not. I requested from business and received an invoice that lacked any cost breakdown, simply a lump sum. Moreover, the employee charged my credit card more than $1,000 over the stated lump sum. That's either an accident or a crime and I'm guessing if you were to survey customers it's a pattern and practice not a one-time error. Finally, the product is defective and dangerously so, according to the labeling on the product itself. I have an appointment to fix it so hopefully at the very least I did not get a defective product.

  

  Business Response

  Date: 08/01/2022

  On July 20th, ASI Hastings was called out to provide a proposal for replacing a water heater, due to the client's current water heater at the time showing signs of age. The client was provided a proposal for a 50 gallon water heater, along with a pressure regulator. The client was provided the cost of work within the proposal, and acknowledged he agreed to the price, and signed the proposal for the work to be done, as well as the final invoice, acknowledging the price and the work that was done. 

  On July 30th, the client called into the office, stating the water temperature reaches 150 degrees, and even with him making some adjustments, cold water needs to be mixed in, due to the temperature of the hot water coming from the water heater. We are scheduled to make a return visit today, to address the issue. In addition to the issue with the water heater's performance, the client also stated he has called around to other plumbing companies, and they are informing him he "overpaid".

  As a lump sum contractor, our invoice has one final price, that includes and encompasses the total scope of the job, and is not broken down, or limited to, a parts and labor template. We will also address this in a phone conversation, as well.