ComplaintsforTipping Hat Plumbing, Heating & Electric

Plumbing and Heating

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Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
purchased a breezair evaporative cooler and had installed at the end of March. asked them to leave the fan to operate so i could get cool air in the house in the evening.after they had taken my old swamp cooler off of the house i was then informed that the could not supply the controller that they promised in the contract. they would supply an alternate controller that would work. I contacted them on Friday may 31 to schedule a start up. they schedled it for monday the 3rd.delay that to later in the day monday, then to 2 different times on tuesday. at 5 pm on tuesday a plumber from their company showed up an appologized that he was not familiar with this unit, but would see what he can do. he told me that it was a part that he could not get that evening. he would be back on thursday first thing.he came today and has deducted that the unit needs to have the breezair controller on it to make it work, and not the simple controlled that was provided.
Business response
06/11/2024
Hello! This issue has since been rectified. Our technicians went out both Friday evening and Saturday morning to rewire the system and install the new controller that is needed for this unit. After following up with the customer this morning, the unit is functioning normally and is providing adequate cooling to the home.
Customer response
06/11/2024

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
10/28/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased a heater from Tipping Hat on 07/20/2023. On Saturday, 10/28/2023 the heater stopped working. I called Tipping Hat as have office hours listed for Saturdays from 8am to 5pm. I reached a technician who told me he had no appointments until Monday. I said we are having a snow storm for the next few days and I need the heater fixed that you just put in and is under warranty and he could not help **** asked to speak with someone in the office and he said he was the only one working today. I said then how do you help customers who have a warranty and need emergency services. He said we are not an emergency service and offered no help to honor their warranty. I ended up calling another company to come out today. I would like Tipping Hat to reimburse me for the emergency call as they have no emergency services to help customers with a warranty.
Business response
10/31/2023
10/31/2023
Tipping Hat Plumbing, Heating and Electric did install a system for *********************** in July of this year which stopped working on 10/28/2023.
Tipping Hat was not able to dispatch a technician out to the home on Saturday afternoon but did agree to reimburse ************** for a couple heaters until we could get a technician out for a repair at the next available appointment first thing Monday.
************** did decide to call another company as well to repair the furnace and has asked for reimbursement for that visit.
Tipping hat did return to replace the control board under warranty on Monday to restore proper function of the furnace.
Tipping Hat has also agreed to reimburse ************** for the after hours visit by another heating and cooling company.
*************************** - Service Manager - Tipping Hat Plumbing, Heating & Electric
Business response
11/10/2023
11/10/2023 (Resent reply from 10/31/203)
Tipping Hat Plumbing, Heating and Electric did install a system for *********************** in July of this year which stopped working on 10/28/2023.
Tipping Hat was not able to dispatch a technician out to the home on Saturday afternoon but did agree to reimburse ************** for a couple heaters until we could get a technician out for a repair at the next available appointment first thing Monday.
************** did decide to call another company as well to repair the furnace and has asked for reimbursement for that visit.
Tipping hat did return to replace the control board under warranty on Monday to restore proper function of the furnace.
Tipping Hat has also agreed to reimburse ************** for the after hours $184 visit by another heating and cooling company.
Thanks,
*************************** - Service Manager - Tipping Hat Plumbing, Heating & Electric

Customer response
11/11/2023

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. Can you please remove the complaint so it does not show up anywhere as I do not want it to negatively effect Tipping Hat.

Sincerely,

***********************
Initial Complaint
10/20/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On August 23, 2023 I paid Tipping Hat (TH) $19,600 for a new boiler with instant hot water.On October 10, 2023 I called TH and requested that someone come out to lower the water temperature because my husband almost burned himself. An appt was set for Oct 19 between 10 am and 2 pm.No show on Oct 19. Finally a text stating that they wished to come out on Dec 2. 2023. I told them no. That was just too long of a wait. I paid someone $60.00 for the 5 minute job of adjusting the water temperature ************ brags about 100 percent satisfaction with their service. I was 100 percent dissatisfied with their service.Pls ask TH to reimburse me the $60 that I had to pay.
Business response
10/23/2023
10/23/2023
Tipping Hat Plumbing, Heating & Electric did install a boiler for ************************* on September 7th and 8th. Mr. and **************** had concerns that the hot water was too hot in the home and wanted to have it adjusted to make sure it was a good safe temperature. An appointment was set for October 19th but we were unable to get a team member out to adjust the temperature on that date or quickly schedule for another appointment with *****************
We fell short in getting the adjustment done in a timely fashion for **************** and her husband. Fortunately, **************** had a family member who is very familiar with the installation and operation of boilers who was able to stop in an make an adjustment to the system. Tipping Hat has sent an appreciation gift card directly to this individual to compensate and thank him for his time and effort in assisting *****************
We have also recommended setting up a follow up appointment if **************** has any further concerns regarding the temperature or operation of the boiler. The boiler seems to be working properly at this time. **************** would like to monitor things and give it a bit of time before setting up any future appointments until she feels an appointment is warranted. I have recommended reaching out to me directly to schedule a future appointment if she so desires.
*************************** - Tipping *********** Manager
Customer response
10/24/2023
TH apologized for the employee's rude behavior. They have told me that in the future they will give me better service. They have advised me that they will send a gift card to my relative.
At this time, I have no further complaints.
Customer response
10/24/2023

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.

*********************************************************************
Initial Complaint
08/26/2023
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I requested that Tipping Hat come out and determine if my HVAC could be repaired or needed to be replaced. A person came out and told me that they could do a rejuvenation of the system and they would guaranteed the system for a period of time, and the process would take about four hours.Their service person came out and spent less than an hour on the system and explained to me that the cost of repairing the system would be as much as replacing it.They still charged me $359.I call the company to complain, explaining that I was willing to pay $60 but not $359 since they did not do anything like a rejuvenation. They refused to give me any kind of credit.I disputed the charge with my CC company, however Tipping Hat showed the CC company that I had signed the invoice and I had to pay the full amount.It is simply not acceptable for a company to promise to do a rejuvenation, and charge for it, but not perform what I paid for. I am happy to pay for the service visit, but not for the rejuvenation that I did not receive.
Business response
08/31/2023
08/31/2023
Tipping Hat Plumbing, Heating & Electric did visit *********************** at **************************************** in ********* to perform a rejuvenation service on July 21st. The technician did service the unit for **************** though it was determined that repairs to the unit would be too extensive and that a replacement was necessary. **************** did not feel he received the full value of the rejuvenation service. Both Tipping Hat and **************** have agreed on a refund of half of the service charge for the rejuvenation. **************** has received a refund of $180.
***************************
Tipping *********** Manager
Customer response
08/31/2023

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
08/11/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Tipping Hat sized an air conditioning unit incorrectly and benefited financially by installing a cheaper and undersized unit. On warm days it does not cool enough and we are yet to have days at 100 degrees like we do most years. They sent out a service technician who recommended running the fan continuously and using a filter that frankly does not filter anything. The tech told me to try these things and then contact the company if I am still not getting enough cooling. The service department tells me that they are forwarding the request to management, but I am not getting calls from them.
Business response
08/17/2023

08/17/23
Tipping *** Plumbing, Heating & Electric installed a 96% 2 stage furnace and 16 Seer AC system for *********************** in December of 2021. A Tipping *** service technician was out on Ju;y 17th of ************************************************************** corrections to improve performance of the system. The technician did normal system diagnostics to make sure it was performing properly. The technician also found that the current filter in the system had a Merv rating of 13 for superior filtration but is a very thick and restrictive filter. The Merv filter was contributing to the performance and airflow issues of the system and it was recommended to put a less restrictive filter in the system.
**************** believes the system is still not performing properly. A manager is scheduled to meet **************** on Tuesday the 22nd of August to further evaluate the equipment and ductwork to determine what changes or adjustments can be made to improve the comfort and performance of the system for *****************
*******************
Service Manager, Tipping *** Plumbing, Heating & Electric
Initial Complaint
07/25/2023
Complaint Type:
Service or Repair Issues
Status:
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.
On July 19, 2023 I hired Tipping Hat to come out and clean our sewer line from the outside drain to the house. When I made the appointment I informed them what was needed was maintenance due to roots that get in the line. I was at work when they arrived but my boyfriend was home and told me that the minute the employee arrived he stated that Maintenace would be $450 not the quoted price of $135.00. He proceeded to state also that he needed to camera it. My boyfriend left him alone and when he went back outside the employee stated he was done and no problems existed. I called the company and told them I was unhappy with the service call and did not feel that the employee really did the job we hired them to do. I spoke with ***** who offered me a tune up for my furnace or air conditioner. I said no, I wanted another employee to come out and do the job I had hired them to do. Never heard back from the Company. It is infuriating when you hire a company to perform a job. They have a special on the website "main Line ****** Service" Cleared or you don't pay. Called and got this this and no one told me it had to be a sewer back up.I want Tipping Out to come back out and do the job I hired them to do the first time.
Business response
08/04/2023
08/04/2023

On 07/19/2023 one of the Tipping Hat Plumbing, Heating and Electric drain supervisors did visit ***************************** to assist her with her sewer line in her yard. He did explain to her boyfriend that a normal maintenance would be more expensive than what was quoted over the phone but he did honor the $135 price to auger the drain line for **********************. The supervisor did confirm that he had run the auger cable with cutting blades in both directions toward the street and towards Ms. ********** home prior to leaving. No major blockages were found in either direction.
Tipping Hat does try set appropriate pricing expectations for customers over the phone. There was some confusion on this particular call due to the original estimate being not properly quoted over the phone though the discounted pricing was honored. A free service diagnostic has been added to the account for any upcoming future visit should she need one due to this confusion and frustration it caused for ***********************
*******************
Tipping Hat Plumbing, Heating & Electric
Initial Complaint
07/02/2023
Complaint Type:
Service or Repair Issues
Status:
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.
We paid Tipping Hat over $1,000 over 2 separate transactions in April 2023 and they not only didn't fix the problem, they actually created the problem and tried to charge us for it. Additionally, they inappropriately diagnosed multiple issues and we finally had 2 separate companies come out and diagnose the actual problem and we have one of them fix it (for an additional $1K+). Desired solution is to receive a refund for the funds we paid to Tipping Hat for a boiler that was never fixed.
Business response
07/11/2023

07/11/2023
Tipping Hat did provide maintenance services on a boiler for ***********************; in April of 2023 and returned for additional performance issues with the boiler after the original maintenance on the unit was performed. Tipping Hat technicians did perform multiple repairs on the unit to resolve the performance issues of the unit but a different contractor was brought in after Tipping Hat that did ultimately get the unit back up and running. Tipping Hat does work hard to provide a 5 star service to our customers which includes thorough diagnosis, options for repair and great warrantees on those repairs and service. Tipping Hat fell short on creating a great 5 star service and happy customer with *********************** and have agreed to refund the repairs charges that have been requested in the amount of the $1,031 for both the repair and cleaning of the unit.
Regards,
***************************
Service Manager - Tipping Hat Plumbing, Heating & Electric
Customer response
07/17/2023

Complaint: 20266102

I am rejecting this response because it has been a week and I still have yet to receive the refund promised to me, neither in the form of a CC refund or a check. I have called the business and left a message, which I have yet to receive a return phone call. I would appreciate this claim be left open until I have received the refund promised otherwise, my claim is still valid.
Sincerely,

***********************
Business response
07/26/2023

07/26/2023
The refund check for *********************** was sent on July 14th and was expected to arrive on the 24th of July. Tipping Hat did receive notification that the check for *********************** was cashed on 07/25/2023.
Regards,
*******************
Tipping Hat Plumbing, Heating & Electric
Initial Complaint
05/01/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Installed new furnace but we're unable to find a stack that fit. We were told 4 times a new stack was on its way but somehow never arrived? Refused to run a line for a dedicated circuit for new furnace. Have been trying for 3 weeks to get them to come remove their furnace since it's unsafe without the proper stack. They are refusing to come take the furnace out.
Business response
05/15/2023
05/15/2023
Tipping Hat Plumbing, Heating & Electric technicians installed an 80% single stage ECM Furnace for ****** and *********************** on 03/15/2023 after customer was having problems keeping furnace lit and working.

Part of the installation of this furnace was an included vent stack that was on back order and would need to be installed at a later date when the vent stack was available. The new furnace was connected to the existing stack till the new part was scheduled to arrive. This replacement part has had multiple delays in arriving to ****** but several attempts at finding another vent stack in the ****** area have been unsuccessful. The replacement of the vent stack in not a required item for the furnace installation to pass city inspection and has been safe to operate since the installation of the unit. It is standard practice for Tipping Hat to replace this item for the long term performance of the heating system but it is not required by code or a safety issue at this time to run the furnace.

Mr. and ************** have been very upset at the delay of the vent stack installation. Tipping Hat had offered a reduction in price to the contract in resolution for the customers complaints and continued delay of the back order. Mr. and ************** were not willing to resolve their complaints with a discount to the system and have continued to ask for a removal of the system.
Tipping Hat has agreed to resolve the customer complaint with a full refund once the furnace has been removed by a Tipping Hat installation team. The details and scheduling of the removal of the unit and refund back to the customer are currently being worked out with Mr. and ***************
*******************
Tipping *********** Manager
Initial Complaint
04/04/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I had Tipping Hat fix a sewer pipe in my crawlspace in 02/22. On 04/01/23 all my drains overflowed and flooded a bathroom and my laundry room. They came out on 04/03/23 and found that their job done in 02/02 had failed and straps broke which caused the plumbing system to become unlevel and water not flow correctly. Due to the overflow in the laundry room, the outlet got wet for my dryer. I did allow it to dry out and also used a blow dryer to help dry it out. As of today 04/04/23 the outlet and possibly the dryer does not work still. They had an electrician come out and found that it did get wet from the flooding. Due to the age of the outlet they are saying that they are not responsible for the repair and quoted me $2000.00 plus to fix the issue. This was a working outlet and has never had a problem, nor got wet or even had a trip in the panel box until their straps broke causing the flood. I have lived in this house since **** and have never had a problem with this outlet. The dryer is also fairly new and I have never had an issue with that as well. I also had the electrical and panel updated in 2017. I am only asking that they fix the issue of my outlet and replace it the way it was before the job they did caused the outlet to stop working, and once I have a working outlet for my dryer to have that replaced as well if we find that is also damaged.
Business response
04/10/2023
04/09/23
A Tipping Hat Technician did visit the ******************************* residence on 04/03/23 and found that some prior plumbing work in the crawlspace had become dislodged which resulted in water on the floor in the laundry room area. The water shorted out an outlet for the laundry machine that had been mounted to the floor. An electrician was dispatched to the home on 04/04/23 to repair the damaged outlet for *******************************. The electrician felt it would be necessary to run a new dedicated circuit to make sure the outlet was safely mounted higher up the wall and would pass current safety codes. Pricing was given to update the circuit for the customer.
Upon review with the management team at Tipping Hat and the electrician, it was decided that Tipping Hat would return to replace the outlet that was mounted to the floor and again recommend a future repair to raise the outlet higher off the floor.
A message was left with the customer explaining that ********************** Hat would return to replace the outlet on the floor for the customer under warranty instead of running a new circuit.
After the Tipping Hat Electricians visit, ****************** decided to have a second company come out to get a second opinion on repairing the outlet. The second company determined that there was enough slack in the existing line to move the outlet off the floor and replace the outlet without running a new circuit. The other company completed the work for the customer at that time.
********************** Hat has since reached out to the customer and has agreed to compensate the customer for the work the second ************************* did to move and replace the outlet.
****************** said she was happy with the resolution and compensation for the completed work.

*******************
Tipping Hat Plumbing, Heating & Electric
Initial Complaint
03/30/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We had numerous electrical problems, including flickering lights and the range tripping. An electrician from Tipping Hat came to diagnose and said we had too much draw on several circuits. He said the fix would be $1,800. We were reluctant, but the surges had fried the processing board in a new TV, so we had him complete the work. This made no difference, so we scheduled a follow-up. Three times, TH called at the end of the availability window they had given us to tell us that no one would be coming. When their Master Electrician did finally come, he essentially said it was a problem with bulbs and our appliances, and left without completing any work. We replaced every bulb with those he recommended, but all problems continued, so we scheduled another follow-up. After several *******-schedules, a third electrician came and within five minutes, concluded we needed to replace our entire panel, which would cost $10,000. He assured us this was the only fix, and we had just moved in, so we thought it best. We completed the financing process and set a date. Two days before the scheduled day, we received a call saying their inspector determined the panel could not be replaced where it was, so theyd have to re-quote the job. The new bid was $13,000 and didnt include cosmetic repairs once the panel was moved. We decided to get a second opinion (which we shouldve done much earlier). An electrician from a different company spent 30 minutes troubleshooting, and determined the issue was on Xcels end. We called Xcel and within an hour their technicians arrived, and fixed the problem in less than 20 minutes, FREE OF CHARGE. We are incredibly relieved the problem was resolved for free when we could have potentially paid $13,000 for work that did not need to be completed, and still would not have addressed the issues. We just wish we had not spent $1,800 on the initial ineffective work, and roughly $100 in unnecessary bulb replacements.
Business response
04/12/2023
04/12/2023

A Tipping Hat electrician was out to the ******* residence on 12/20/22 to diagnose several electrical issues that were happening at the home. The electrician had identified that circuits were overloaded and that the Laundry line needed to be on its own dedicated circuit. The electrician returned on 12/21/22 to correct the electrical issue for the laundry that was not on a dedicated line and also rewired electrical in basement. The electrical work was completed on that day.
The needed work did not however resolve the flickering light issue that did get resolved when Xcel was able to adjust the wiring into the home that they are responsible for.
Tipping has come to an agreement with ****************** and will reimburse him $500 to resolve his concerns with the completed work.

*******************
Tipping *********** Manager
Customer response
04/12/2023

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,

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

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