ComplaintsforRudy's Plumbing & Heating

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a free standing gas fireplace heater on 11/10 2022.it was supposed to arrive on 11/28/22. It looks like their bussines is closed. They told me they were getting a new a showroom. They dont answer their phone and in the meantime I have no heat at my house. I took a chance and gave them $4,203.00. The person who helped me is not working there any more. I dont know anyone else who owns this business just ******* office manager and ****** the sales person. I feel they have not cooperated. So I am at a loss of what to do. Hoping you can advise me. As you can understand I am worried and being a single 70 year person dont know what to do. Thank you *************************.

  Business response

  12/27/2022

  We have reviewed the customer complaint above and the following is the exact timeline showing what happened with regard to fireplace installation. The notes below will show that her complaint is not valid or warranted: 
  On 11/11/22 ************************* signed a contract to install a free-standing Enviro Westport Steel Standing Pilot (SIWPSAC820) with Nova blower (SI503621), on a customer-provided non- combustible area. As soon as this contract was signed the fireplace was ordered, but the earliest the unit could be shipped to us was 11/28/22. *************************** called ***** and let her know that the fireplace would not be available until the beginning of December 2022. 
  ********************* (inside sales partner for ***** at AES. ***** is our inside sales rep for all Enviro fireplace products.)- Ph# ********************* 
  i 
  11/18/22 I called ********************* to status ******* fireplace delivery. PO ************************* - the unit is en route to Sac and will be delivered on Monday truck to be delivered on 11/28. However the unit was not available to deliver until 12/1 and it was snowing in Tahoe. 
  11/30 I called ********************* (inside sales partner for ***** at AES) - Ph# *********************, *****'s unit is set for 12/5 delivery. 
  Snorkel and blower were not delivered until the week of 12/10. Both needed for this job. 
  Upon receiving all of the parts for the install, we scheduled her on our 1st available install date of 12/16/22 
  Over the days between contract 11/28/22 and install date of 12/16/22 office manager *************************** spoke to ************************* multiple times as she was worried about her order. Each time ******* would tell ***** that her fireplace was ordered and has not arrived but we will call her as soon as it is in. Each time ***** would be relieved and thank *******. Over this same time, salesman ***************************** also received phone calls from ************************* again, giving her the same information that ************;
  gave above. In addition, ***** also showed up at the ****'s Plumbing and Heating store one day and *******************, ****'s Controller, also told her the same information that ******* told ***** above. 
  The fireplace in question was installed on 12/16/22 and the customer is happy with her purchase. 
  Thank you and please advise if anything else is needed to resolve this issue. 
  Sincerely, 
  

  
  

  Customer response

  12/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, 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. ↩