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Complaint Details
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Initial Complaint
12/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We call Aurora Pluming as our water heater was leaking. They said that the water heater needed to be replaced. They suggested that since the water hearer was less than 5 years old it proabably was under warranty. The company technican called the water heater company and said that indeed the water hreater was under warrant. He said that we had to payd for the new water heater and they would reimburse us once the water heater manufacture reimbursed them. Based on this information we decided to go ahead as we were told after the reimbursemtn of the water heater we would only have to for the installation which is about $850. However after a month we had not received our reimbursement. We called and were informed that we would only receive ***** out of the cost of the water heater which is approximately *****. So we made the decision to move forward based on the fact that total out of pocket expoenses would be the installation cost of $850. The owner says well we are out of luck. To mean this is not right as we made the decision based on what they said and and not partial reimbursement. I would like to receive the entire reimbursement as we were promised.Thank you and Best Regards,*************** ***** ************
Business response
12/17/2022
I am sorry for the misunderstanding. My technician clearly explained the process to your wife upon. arrival. We were not the original installer of the water heater. Our only option is once the manufacturer credits us the cost of the water heater which takes a couple of months we credit that back to you the customer. They gave us a credit of ******* we sent that to you. The manufacturer does not pay any labor cost. It clearly states this on your invoice, again we did not install the original water heater and we do not recoup any installation costs from the manufacturer. We feel we went out of our way to help you by letting you know that we might get the cost of the water heater covered by the manufacturer saving you 1400.00.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.