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Complaint Details
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Initial Complaint
12/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
this company built our home with us moving into home 2/12/2021. beginning in December of 2021 we started having issues with our hot water tank going out when it snowed contacted them today because same issue happened and they discovered that the tank has a cracked thermal igniter. they are refusing to fix the problem stating they are out of there warranty even though this issue has been going on since December of 2021. from the beginning of home completion we have had issues with this company and warranty issues. now we have a brand new tank that they are forcing us to take care of eventhough they are reaponcible and will not return phone calls back.
Business response
01/19/2023
Please see the attached email in reference to the above complaint. We went out on site and discovered there was a part that was broken, we are not sure if they tried to reset or do some work to the water heater however we informed them what part was needed and even tried to go purchase this to help them out. They have been out of warranty since February of 2022 however in good faith we decided to try and help them with this issue. They told us they had a problem with the water heater in December 2021 and when we arrived we could not get the water heater to repeat the error code they said they were seeing as they had reset it and seemed to have no issue.
They are also aware that the plumbers did not have a warranty in place as the homeowners did not pay their final balance of $60.00 after completion of the project.
On December 29th after we went out on site and discovered the broken part, our project managers called ****** to inform her and let her know what the next steps needed to be, she then disconnected the call or lost service. I proceeded to follow up with an email to ensure she received the message, that is the email below. She later left a voicemail at our office but as this was before a holiday we closed early and did not return until January 3rd which as you can see I continued to respond.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.