ComplaintsforApplewood Plumbing Heating & Electric

• Initial Complaint

  08/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Applewood always has stellar customer service and provide professional work. I called Applewood on 8-4-2024 to request service for my back patio drain to be jetted out. The customer service rep was rude and clearly did not understand what I was asking for.

  

  Business response

  08/08/2024

  ************, 

  Thank you for the feedback you have provided regarding your interaction with our customer service department. This is not the type of service we want to provide our customers and assure you that we will pull the call recording to verify which representative you spoke with and work with them through further coaching and training as needed. We do not provide jetting services at this time, and it is very possible they were unclear about the service you were requesting, however, that does not excuse poor service. We appreciate our loyal customers and strive for 100% customer satisfaction with all work and employee interactions. If you ever have a future concern regarding an Applewood employee or our work, please do not hesitate to reach out to our office directly to discuss; feedback from our customers is imperative to our continued success.

   

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called to have a breaker replaced which is typically an $80 part. When I received the quote it reflected a price of $943.64. When I asked for a breakdown of the cost the tech said that corporate only gave the total for the replacement. The company on purpose hides the cost breakdown of services and products. Additionally, they charge $29 to come out but it is deceitful to not provide a breakdown of service costs. I would like a reimbursement of my $29 charge.The tech had an explanation of the elevated cost but it wasnt reflected on the work order.

  

  Business response

  07/24/2024

  ********, 

  We apologize that you felt the cost of this repair was too high with our company, and yes, we do charge a $29 service call fee to cover the gas and time of the employee coming out to give you a quote for your specific needs, which is significantly less than many other companies charge. If you had called into our customer service department to express your concerns, they would have offered to refund your $29 service call fee without question, but we were unaware there were any issues prior to this BBB message. At this time, I have filed the paperwork to have our accounting department refund the $29 to your credit card. You should see this refund reflected on your account within 7-10 business days. Thank you for your time and feedback. Please call us directly if you have any further concerns or you do not see the refund in your account after 10 business days so that we can look into things further for you. 

  Customer response

  07/24/2024

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 11, 2024 a hot water pipe above my hot water heater burst and essentially destroyed the unit's insulation and electronics. I have used Applewood Plumbing for several years and they seemed OK, so I phoned them and they said they would come the next day, April 12, to replace it. The technician came at 8 am and left at 5 pm. He said he wanted to be sure the water heated up to 120 degrees.They charged me $12, ******. This is outrageous! A hot water heater costs about $2K and can be installed In 3 hours or less. A local plumber said he charges between $3500 and 4500. State ************** said they would cover this amount under my house insurance because it was a flood -- my kitchen and laundry area was under water. The water drained down to the crawl space. A mess. Applewood claims they include their overhead in the cost, a very hefty overhead....I was in shock, since I was hit on my forehead by a gush of very hot water when I opened the closet where the hot water heater resides. I am almost 80 years old, but I went down to the crawl space to try to turn off the water main. Some neighbors came and helped me. It has taken some time to process this event.....I recently phoned Applewood and asked for a refund. A friend had told me about an Aurora couple who were charged $13K for their replacement of a hot water heater. They talked with Channel9 Denver ************ ************************* and were able to get a refund of $8K -- aired on June 27.Applewood offered a refund of $4,243.11 or about 30% of the total. My brother, a retired banker, said it sounds like a scam, and I should ask for 50% and I will walk away.I sent Applewood an email, but haven't heard back. Any advice or assistance on this would be greatly appreciated.Thank you,***********************

  

  Business response

  07/22/2024

  We have reached out to *********************** yet again to discuss her concerns and are again waiting on her response to the offered solution to her concerns. 

  Customer response

  07/29/2024

  I checked and found that Applewood did send me a voucher for my credit card for $7983.70 on July 26, 2024. 

  So I can't complain further, although I am talking to the *************************** hot water heater people about whether it is legal for Applewood to cancel the warranty on the hot water heater.

  Customer response

  08/02/2024

  Yes, I think we can close the complaint as resolved at this time.

   

  Applewood Plumbing sent me a refund of about $8K.  

   

  This is similar to what the couple in ****** received (see the Channel 9 *********** report on June 27, 2024, by *************************, community investigations).

   

  Thank you so much for helping me with the outrageous bill ($13K) I received for a hot water heater replacement. It should have cost $3500 to $4500.

   

  You gave me hope and kept me going on addressing this issue.

   

  Blessings on all of you!!!

   

  Best regards,

   

  ***********************

  ********, *************;

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday, we had major water damage in our walls, floors, and ceilings from a frozen AC air handler that melted after Applewood was here. He changed the filters on our attic air handler and told me to let it thaw and wait 12 hours to turn it back on. Soon after, the leak happened. No foresight, warning, or action was taken to prevent this mess. We have had 4 Applewood servicemen here in the last 2 months to work on our AC. The first did an inspection and didn't say anything about changing a filter. The second did almost nothing and told me to keep the blinds down when it's hot. The third changed the filters and let it melt. The 4th put turkey pans out to help with the leak around the handler and told me I needed a drain pan. The first to say so! When we spoke with *******, their ************** manager, she was rude, disrespectful, and argumentative. She blamed us, the customer, for their expensive mistakes and basically said too bad, call your insurance to deal with this or *** us.

  

  Business response

  07/01/2024

  We are currently working with this customer to find resolution regarding the issues in her home. We have sent a mitigation team and reached out to a contractor to assess any damages at this time. 

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/24/24 an electrician was dispatched to install a 240v service too a mini split inverter. Upon review of my complaint that there were no equipment grounds throughout the house (1950s 2 wire service), ********** From Applewood pointed out that the 3rd wire grounds I installed but did not hook up would have to come out, and every 2 wire socket needed to be replaced with GFCI protection, to include a GFCI where there was already a working GFCI (also replaced a functional 15a toggle switch, where there was already a functional toggle switch. ******** intentionally misrepresented the *** (Code) to achieve commission sales. I looked at his work, and realized that instead of 10 new GFCI outlets all individually priced at hundreds of dollars, *** allows for one at the head of a circuit, and offers protection for downline "load side" receptacles, lights, appliances, what have you. I immediately called Applewood, and *** the electrician stated that the GFCIs were necessary and code demanded them all. I asked that he send me in writing where local or national code requires each and every outlet on a circuit with no equipment ground (2 wire) must be replaced to afford protection from grounding hazards. He could not produce this in writing, and apologized, saying my observation was something new to *** this year. Whether it was deceit for increased commission (likely, as exemplified by the unnecessary replacement of a functional GFCI and a toggle switch, $755 & $355 respectively), or ignorance of national and electrical codes, Applewood took advantage of both me, and my 80yo mother and payor 60 miles away over the phone, the claims made by the electrician were wrong. Applewood offered a $975 refund. In light of the 100% satisfaction guarantee, I am insulted by a 10% refund. Applewood must meet my demand that the 10+ GFCI receptacles be removed, and replaced by 2 prong receptacles by a competent electrician with a full refund issued for the deceptive services we paid in full for.

  

  Business response

  05/02/2024

  This complainant is neither our customer nor the homeowner. We are happy to handle any concerns directly with the customer/homeowner.  Thank you. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was offered a position here and was advised on what locations are good for ******** and what kind of housing I should be able to afford. I spend over $8,000 in moving cost and fees to relocate to this position. I was informed after 4 days of training that I can no longer be employed by Applewood due to "military experiences". Applewood reached out and offered me this position to fire me after 4 days without cause. I have acquired a medium amount of debt in regards to working with this company. I believe Applewood should do that right thing and refund some of the relocation cost i acquired while moving to this location that this company has hired me out of state and supported a relocation. If anything I want the BBB to be aware of this possible violation. Thank you for consideration in this matter.

  

  Business response

  04/23/2024

  Thank you for making us aware of your concerns. Out of respect for you, and to maintain confidentiality, it would be inappropriate to disclose the reasons for employment separation in this setting. However, rest assured those reasons were unrelated to any military history you may have.  We hope the compensation provided to you, beyond what was owed, will help in your transition, and we wish you the best. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Applewood plumbing had performed a maintenance service on my water heater previously. Since that experience was acceptable at the time I thought they were a reputable business. On 2/19/24 my water heater failed and was leaking in my basement. I called Applewood for emergency service and after inspection presented me an estimate for replacement of $16,836.85. I asked if there were any less expensive options and was told no. I felt that the situation was an emergency (retrospectively it was not as severe as I felt at the time) I wasn't thinking clearly and agonized over the ultimate decision to accept their estimate and have the repair work done. After the fact I realized that what I agreed to was complete and outrageous PRICE GOUGING!! They are not the reputable business that they claim to be. Help!

  

  Business response

  02/22/2024

  This is a price only complaint for work that was approved with valid signatures shown on the invoice provided by ****************. 
  
  I would like to address the fact that Applewood APHE is an elite company that provides a service above and beyond most others in the industry.  When you choose Applewood, you get the confidence a company that has been in business 50 years provides as well as:
  
  Because we value your safety/security: 
  All our technicians are state licensed or certified, background checked, and drug tested to ensure we are sending you the best possible technician.
  In fact, our background checks are more thorough than the Denver *** We guarantee a drug-free and experienced technician every time.
  Our customers receive guaranteed up-front pricing and a clean, drug-free, courteous technician in a uniform with a photo ID. 
  We are licensed and insured in every city and town we serve.

  Because we value your time: 
  Our technicians have a fully stocked truck and can complete the work same day in most situations.  
  We are available 7 days a week providing high quality services throughout the ******/******* Metro area.  There are no overtime fees during regular business hours (6AM -10 PM Monday Sunday). 
  We are a large family-owned company and are working 7 days a week to ensure we are available when our customers need us. 

  Because we value your business:  
  Our gold club members enjoy/receive the following benefits: you will not pay a SCF/trip charge during regular operating hours, are *********** a maintenance inspection of one of your systems, (heating or cooling unit, or we also do a plumbing leaks and squeaks inspection and an electrical inspection) and have priority service.  As a member, you also save 15% off our standard rates for all repairs and services.

  Because we respect your home: 
  Our technicians are required to wear protective booties over their shoes and leave your home the same or cleaner than how they found it. 

  Because we want to protect you from any surprises down the road: 
  Instead of a fee for labor and parts, our prices are standardized by the job.  This means the pricing, whether the repair takes 2 hours or 2 days, isnt going to change. And pricing is up front and in writing. 
  We realize that there are cheaper companies in town, however we dont strive to be the cheapest, we deliver on being the best. 
  Our pricing is standardized and by the job, to ensure that all customers pay the same price for the same repair. 

  Because our goal is 100% customer satisfaction: 
  We pride ourselves on doing the job right and up to code or better.
  Weve been providing for customers in the community for 5 decades/for 50 years, and one of our main objectives is to ensure we have exceeded your expectations. 
  
  Because we pride ourselves on being an ethical company: 
  It is our mission to give the best possible service to every customer.
  Weve been in business over 40 years and commitment to honesty and integrity can be confirmed with our A+ rating at the Better Business Bureau.
  
  To Ensure the job is done properly: 
  Our technicians are professionals; they are licensed or certified with experience. To get that type of technician, we offer exceptional benefits and ongoing training.
  We put a great deal of effort into only sending the best technicians to your home.  
  We guarantee our work with better warranties than most manufacturers.
  
  I am glad we were able to help **************** in his time of need in an exceptionally quick and professional way as he noted in his ****** review.  

  Customer response

  02/23/2024

   
  Complaint: 21325247
  
  I am rejecting this response because: The installation was faulty.  I discovered a significant leak on 2/22/24, in the piping, which covered the entire unit and floor and wetting the adjacent insulation.  I've spoken with a company representative, ********, I believe was her name and explained this situation.  I uploaded a video to my ****** review showing the leak and associated results of the leak.  The leak occurred sometime between Monday (2/19/24) evening and Thursday afternoon (2/22/24).  I recorded the video shortly after I called the company explaining the water emergency and to have them send a technician come immediately to solve the problem.
  
  Sincerely,
  
  ***********************

  

  Business response

  03/04/2024

  Applewood APHE immediately sent a technician out to address the small leak and to make sure everything was taken care of for ****************. We sent a ******************* out at our cost to ensure everything was dry.  We have done everything we can to make sure that our customer is well taken care of.

  

  Business response

  03/07/2024

  We are not offering a refund based on any wrongdoing on our part, but we are willing to speak with **************** outside this platform to address his price concern.

  Customer response

  03/10/2024

   
  Complaint: 21325247
  
  I am rejecting this response because: The job to be performed by a company who states they are an "elite" service does not initially charge a price gouging cost for a job then leave it only to have the installation fail with a leak that lasted for days.  The leak further caused water damage to the insulation adjacent to the water heater.  That required another visit from a restoration company that was obviously Applewood's responsibility to put drying equipment in the area to dry the insulation which lasted for 4 days.  In addition to the failed installation, the job also failed city building inspection with the city of Firestone.  An "elite" company should have a representative that knows the city code and perform the job according to code the first time.  The plumber had to completely replace the exhaust piping because it failed the slope required in the code.  He failed to use the water heater manual that was provided with the overpriced job to read the requirements and apparently used his mistaken tribal knowledge to install it from previous installations.  However, that is also not the "elite" service I was completely overcharged for.  I'm asking for compensation.  I want at least a refund of half the cost of the job.  I will agree that they should be paid but not the price gouged cost they charged me.  They misrepresented their expertise and their representative displayed a level of incompetence that exacerbated my complete dissatisfaction with Applewood plumbing.  To illustrate my point I've attached a previous quote from another plumbing company to show exactly how much I was overcharged for a defective installation and subsequent clean up of their mistakes.  I have supporting pictures of the discrepancies that can be provided upon request.  In summary, Applewood MISREPRESENTED their service and I'm demanding that they live up to their "guarantee" which states "100% Satisfaction" from the warranty page on their public website!
  
  Sincerely,
  
  ***********************

  

  Business response

  03/26/2024

  After diagnosing the situation, ************** provided estimates to the customer up front.  We do not begin work without authorization from the homeowner (or the homeowner's designee).  After seeing the estimates, ***** provided a signature to authorize the technician to move forward and perform the work.  A second signature was provided to acknowledge that the work was completed to satisfaction.  We also have a third signature authorizing Applewood to charge the credit card to pay for the services rendered.   Work was only performed after he authorized us to move forward.

  Customer response

  03/26/2024

   
  Complaint: 21325247
  
  I am rejecting this response because:  The business DID NOT perform the job to my 100% satisfaction PER THEIR GUARANTEE, regardless of my signature, because the installation was DEFECTIVE and subsequently FAILED CITY OF ********* BUILDING INSPECTION!!  I am not satisfied! The signature was provided immediately after the installation because at first observation it "appeared" to be done correctly but this was prior to discovering extremely poor workmanship and ignorance of the city building code.  The "technician" DID NOT reference the installation manual that was provided with the water heater during installation.  The business was disingenuous with both pricing (outrageous) and defective workmanship and must be responsible for their actions.  As I've already said they need to bear the COST of MY TIME involved for the business to remedy their FAULTY installation.  They owe me compensation for their sub par job.  My time is worth more than theirs.  I will agree to mediation.  But they must relent!

  From their own website:

  Others make Claims. We make guarantees.

  On time arrival or you receive a $39 discount
  Guaranteed price up front
  Two year, 100% parts and labor warranty
  Clean, courteous drug-free technician in a uniform with photo identification
  Shoe covers, protective work carpets, clean-up equipment

  100% satisfaction or well come back and re-do it all for FREE

  At Applewood, we fix it right the first time, every time. Give us a call and well fix your problem right, too.  We guarantee it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2-8-24, we had Applewood come out and quote us a new shut off valve for the water to our house. They quoted the unreasonable price of $960.00 to replace it. The justification was that they were licensed plumbers, and all their work was guaranteed. I was unhappy about the price, but we are out of the house, pending its sale to another party, so I agreed to it. After the work was done, there was clearly a new valve there. We left to our new home.We came back on 2-11-24 to check on the house, and observed a leak inside the wall where Applewood did the valve replacement. As the work is supposedly warrenteed, I called them back out. The plumber that came out told us before even examining the problem that it was probably caused by a nail in the wall that was corroding the pipe because they were dissimilar metals, and the fact that this didn't cause a problem the 12 years we have lived here was just lucky.He then cut open the wall to the ceiling to reveal a soldered joint the last tech broke while installing the valve. He blamed the plumbing that was there for decades without a problem, and then quoted me $850.00 to repair the leak they clearly caused. They charged far too much, broke my plumbing, and did not stand behind their work. Another company sent someone out the next day to fix the problem for $450. Now I have to repair the drywall Applewood cut out.

  

  Business response

  02/14/2024

  In response to the accusations made by ********************, Applewood Plumbing Heating & Electric was out on 2/8/24 to replace a valve, invoice attached. Part of our work was to replace the broken valve, so naturally, yes,there was a new valve.  We were called back out on 2/11/24 as the customer discovered a leak in his basement wall, not where the valve was replaced but in the wall.  ************** is unable to address issues behind drywall as it is not see through, he did speak to what the cause may be, but explained that he needed to see behind the drywall to properly diagnose the issue.  With approval, he cut the drywall open to locate the issue, ************** could see that the soldering of the pipe, not done by us, was inadequate which caused the leak.  If a joint is soldered correctly, it will actually be stronger than the pipe.  Per picture provided of actual issue found, it can be seen that the pipe was old and has discoloring that suggests leaking over a period of time.  There is absolutely no wrongdoing here by either technician.

  If ******************** would like to discuss this issue further, he is welcome to call into the office and ask for a Manager.
  

  Customer response

  02/17/2024

   
  Complaint: 21283737
  
  I am rejecting this response because:

  No remedy was proposed by the business.  The response was an assortment of thin excuses.  They indicate that the damage was elsewhere in the plumbing, but don't mention that it was the same pipe that they worked on, and that the damage happened at the first joint in the plumbing from where they were working.  They blame the age of the plumbing, the quality of the soldering, and even the lack of transparency of drywall.  They then go on to say that the junction they broke was leaking before they were there.  There wasn't a leak there for the 12 years we lived there.  Because of the rough handling of their "warrenteed" work, I not only payed them $960, but I had to repair the damage they caused at the price of $450 for a plumber, and $585 for a drywaller.  The BBB should not endorse a plumber that requires other plumbers to fix their work.
  
  Sincerely,
  
  ***** ********

  

  Business response

  02/28/2024

  When can we expect this one to close?

  

  Business response

  02/28/2024

  Can I please ask what you are looking for to close this?  The accusations have been shown by pictures and invoices to be false.

  

  Business response

  02/28/2024

  We have addressed the accusations with facts.  If the customer can provide any factual evidence to the contrary, that isn't based on opinion, we are happy to review it.  Our invoice states clearly that we do not repair drywall and that was covered extensively before work was done.

  Customer response

  02/28/2024

   
  Complaint: 21283737
  
  I am rejecting this response.  It is a fact that the elbow of the pipe they worked on was not leaking, and hadn't been for many years.  It is a fact that our house was empty and on the market for three months, and at no point did anyone viewing the house say the carpet was wet.  It is a fact that immediately after their $960.00 shut off valve replacement, that elbow started leaking.  It is a fact that they then offered to repair their damage for more that $800.00.  They clearly caused the problem, attempted to profit from it, and didn't stand by their own work in any way.
  
  Sincerely,
  
  ***** ********

  

  Business response

  03/07/2024

  We are not willing to refund the total invoice as the work was done and not as a result of anything we did.

  Customer response

  03/13/2024

   
  Complaint: 21283737
  
  I am rejecting this response.  The continued denial of any responsibility for a leak on a pipe that wasn't there before Applewood did their badly overpriced work, but which was there afterward should serve as a clear warning to anyone looking for a plumber in the future.  They will absolutely not stand behind their work, and they will offer the ridiculous explanation that it was that way before they got there.  Their failure to warranty their work is nothing less than shameful, and is very likely criminal. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a backed up sewer line in our basement. Applewood came out on 9.29.22 (work order #******) and snaked out the line which meant taking off the toilet. The charge was $994. While that seemed like a very high cost, I paid it with the expectation of no more backups.Four days latter we had a second backup and Applewood returned on 10.3.22 (work order # ******). They again cleaned the line filming as they progressed to the end of the pipe. The service person determined that there was a rise in the line preventing the flow of sewage down the line. He gave us ( ***** and *************************) a bid of $28,893 to fix the problem. That "fix" meant jackhammering the basement floor out through the foundation and putting in a new line in the backyard.I questioned this extraordinary price estimate thinking maybe due to our elderliness, that Applewood thought we would be a pushover for an unnecessary solution to the problem.I called another company, ****************. In their camera inspection on October 24, they found no "rise" in the line high enough to prevent the sewage flow.They did a very thorough cleaning of the line and charged us $350.After the work done by **************** resulting in no new backups, I called Applewood on 11.15.22 and asked for a full refund. The next day Kaile me from Applewood and offered only a 25% refund which they sent.ON PURPOSE I HAVE WAITED OVER A YEAR to be certain that Applewood's diagnosis was not correct on 10.3.22 in case we had another instance of sewer line backup. I WANTED TO BE SURE TO GIVE APPLEWOOD THE BENEFIT OF THE DOUBT.I find Applewood wanted to charge almost $29,000 to fix a problem that was resolved for $350 by ****************. To me that is very disturbing issue.We would like a refund of the payment of $994 minus the $250 already sent.

  

  Business response

  12/06/2023

  To Whom it May Concern,

  Applewood cleared the customer's main line twice in 2022 as the job was under warranty the second time fulfilling our contract and obligation to the customer.  On our second visit, we scoped the line to address the reason for the first clearing not holding as well as the long-term issue that appeared to be present.  Our Master Plumber and Camera Technician found a dip in the line as the footage showed puddled water in an area of the pipe that should not be present (video recording can be provided), because of this finding he recommended replacement as a long-term solution.  The choice to do the work was up to the customer.  Items that are flushed down the drain moving forward will determine how long the clearing of the line will be effective.  There is no wrongdoing here but applied a partial refund as a pure courtesy.

  Customer response

  12/08/2023

   
  Complaint: 20955342
  
  I am rejecting this response because subsequent much more thorough cleaning  by ****************  ( and backed up with photo evidence ) showed that Applewood failed to clean out roots etc. even after the second cleaning. After fourteen months and no more backup, I feel strongly that we were given a bid of almost $29,000 to do something that did not need to be done. While Applewood responded that they gave us a choice whether to do the very extensive pipe replacement, I can imagine that someone else might have followed Applewood's advice and unnecessarily  spent a small fortune. To me their recommendation was a scam. Being elderly and living in an affluent neighborhood, I believe that Applewood thought that they had found an easy target. WE STILL DEMAND OUR FULL REFUND. 
  
  Sincerely,
  
  ******** and *******************

   

• Initial Complaint

  10/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Sept 13,2023, resin from water softener was released into water system. Aurora water said to hire plumber, close access to softener system then flush water system to regain water flow to house outlets. Applewood first said they would close off system but they didn't do flush, but would recommend a plumber who would. Sent tech, *********************, who closed off water main w change of water line. Then said he would tell me how to flush system myself. Charged me $817.76. After he left, I went through process he described. I discovered he had already tried to flush water heater, plugging the utility room drain to sewer, so water was pulling in that area from discharge of AC. He left water to faucet on in basement laundry room, aerator removed, also water valve to washing machine left on. 2 days later the dripping resulted in flooding of basement, laundry room, bathroom, finished room of basement, utility room. Pilot light was out on water heater. I recalled Applewood numerous times to request a repair to damages.I stopped water flow by closing all water valves. Applewood referred my calls to supervisor. ******** finally called on Sept 19, 2023 . She said Applewood does flush system and would never refer me to another plumbing service. She said she would listen to recorded calls. She called back to deny what I had been told by the plumbing tech, the calls to scheduling staff, the numerous calls to dispatch staff. ******** refused to send out someone to relight water heater(I couldn't do it myself), she refused to send out technicians to correct damages caused by incomplete flush that ***** the tech had started, or for damages due delayed flushing and to flooding.She basically left me to find someone else to correct the damages Applewood caused and hung up. My 90 yr old ********** have not been able to hire anyone, was without hot water for one week. one faucet in the upstairs tub gives water, hot and cold, 1 toilet works. I haul water to kitchen, nothing else works.

  

  Business response

  10/12/2023

  To Whom it May ****************** response to the above complaint, I would like to address the discrepancies and attach our invoice that clearly shows the work we did and the anticipated repair of clearing the debris out of the water line, that ***************** chose to complete herself.  The complaint is written in the first person by her son, as he states in its conclusion, who was not present at the appointment, nor did he make any of the calls to Applewood.
  
  We were called out on 9/13/23 because Ms. ******** water filter system/resin reservoir system stopped working.  Two of our Dispatchers, ***** and *****, spoke with ****************** to confirm ************** was on the way, on recorded lines (recordings can be provided). ****************** later stated to us that we never let her know he was on the way and that he just showed up.  When ************** *********** arrived, he accessed the situation and went out to his truck to write up options for repair.  While *********** was working on writing the options, ****************** called into our dispatch department to cancel her appointment with us.  They then contacted *********** to give him the update.  Extremely confused,*********** left and proceeded to his next call due to the odd request to cancel the appointment. 
  
  ****************** soon after called our ******************* once again and stated that she contacted the wrong company and that she would like *********** to return and complete the appointment.  *********** then returned soon thereafter, at which time, as stated on the invoice, which the customer has a copy of, that the proposed solution was a 3/4inch water line repair.  ****************** chose to move forward with the water line repair but not the removal of the damaged softener.
  
  *********** then completed the repair and advised ***************** that the system needed to have the water run for a while to flush out all of the sediment that had built up.  He did state that if he stayed for the rest of the day to run the water himself there would be a charge for that service and ****************** then refused and stated she would run the water herself.  Before he left, he did run a significant amount of water through every fixture he could access and made sure that all water was turned off.There were fixtures that were inaccessible due to excessive items scattered throughout the home, leaving only a small path to navigate to the fixtures he was able to access. At no point did *********** touch anything on the water heater and we are not sure how this came into question.
  
  ********,our Service Experience Manager reached out to ****************** after her call into us on a Sunday as we do state that we will return calls within 24 business hours. Two of our dispatchers had escalated the issue, stating that ***************** was very confused and difficult to communicate with each time they had spoken with her.  During Jennifers attempt to understand the situation,****************** stated many times that she called several companies and could not keep them straight.  She stated repeatedly that she is having a hard time because she has long covid and that she had spoken to too many people.  We are not sure why ****************** feels we did anything wrong, but I did suggest that should she go through her insurance company for any damages cause by her leaving the water running when choosing to flush the system herself and they found us at fault in any way, we would accept that outcome and take care of it.  We however do not see how any issue could have possibly been a result of our visit.

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