ComplaintsforBlue Sky Plumbing & Heating, Inc.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Blue Sky came to my home on Friday June 8, 2024. Was promised they could identify and repair the source of a water leak, which was the mixer valve for the shower. I paid them and they replaced a toilet bowl seal, because they mis-diagnosed the source of the leak. A few minutes after they left the restoration contractor arrived and said the source of the leak was the mixer valve on the shower, not the toilet. I immediately called back to say the source of the leak was the shower, not the toilet. They did not identify the problem correctly and did not fix it, but I paid them to re-seal a toilet which was completely unnecessary. When I called back the lady said she would have them turn back around and come back to fix the real source of the problem. They never came back and the operator said they were not available to come back because there were so many new requests for service. They also left a mess with caulking all over the bathroom and used one of my hand towels to wipe a muddy mess they made.

  

  Business response

  06/12/2024

  Hello ****, 

  I am sorry to hear that Blue Sky was unable to complete the repair for you.  I have attached a copy of the invoice which details our technicians findings and the steps he took to attempt to determine the source of the leak.  It was made clear that there could be a couple different possibilities and he made the most common of those by replacing the toilet wax ring and also tightened the shower wand which was leaking badly.  We understand that you called back shortly after he left but due to the schedule, dispatch was unable to get him back same day and scheduled you for our next available.  I do feel that we could have made a better attempt to get back to you sooner, but being that it was a Friday made it difficult.  I am also sorry to hear that a mess was left behind, it is our goal to always leave the space cleaner than it was before.  Because there was no obvious source and a repair was attempted, I would like to meet you half way and offer a refund in the amount of $162.50.  Had we been able to return on the 11th like you had scheduled, we certainly would have taken the cost you had paid into account and it would have been applied to the final repair.  Thank you **** and thank you BBB for assisting in resolving the issue, it is always our intent to leave our customers with a positive experience.

  Customer response

  06/13/2024

   
  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

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Blue Sky Plumbing & Heating installed a hot water heater at our home on 4/26/24. A week later, we noticed a gas leak outside of our home. Reportedly from Xcel, they blew off the regulator when they turned out gas back on, allowing natural gas to exit for 6 days. Additionally, there was a gas leak located inside our house, only several feet away from where our two young children sleep. We have attempted to call to remedy this issue to no avail. Blue Sky has not been responsive in this process. Additionally, we noticed that our hot and cold water lines to our washing machine were reversed, and two weeks after the install, our washing machine stopped working. On 5/10, we called Blue Sky three times to express concern about water being in the drip pan under our new hot water heater, along with the new issues that were noticed (hot and cold water lines reversed and washing machine not working). They still have yet to call back. The negligence we have experienced from this company is deplorable. The gas leak was brushed under the rug. This and the complete lack of acknowledgement of our concerns are the main issues with this company. Additionally, the employees hired for the job willingly stated that hot water heaters were not typically what they were asked to install. We are requesting a refund for our incredible inconvenience and threat to our livelihood.

  Customer response

  05/11/2024

  Please resolve this complaint. The owner of Blue Sky Plumbing and Heating called us early on Saturday morning, May 11th, to talk through our issue. He was understanding and sent a technician to our home within two hours of us speaking with him. ***************** addressed each of our concerns and went above and beyond to help correct the situation. This involved checking out water pressure, installing a washer/dryer box, and replaced our water shut off valve so that it was up to code. The response we received was exceptional and we would like to resolve/close this ticket. Thank you.

  

  Business response

  05/13/2024

  Blue Sky has worked directly with the customer to address and resolve all of their concerns.  The issues related to communication is something Blue Sky takes ownership of and customer service is our number one priority.  The customer has followed up with the ******************** to notify them the complaint has been resolved and they were also kind enough to post a glowing 5 star ****** review.

  "My wife and I had a hot water heater installed two weeks ago with some bumps and hiccups along the road. ***************** came out on a Saturday morning to help diagnose and formalize a plan. His communication was but a cherry on top of the craftsmanship he provided. **** was phenomenal and took such great care of our concerns. He, along with the approval of the owner *****, provided additional work for free on top of the repair. Blue sky went above and beyond the service we needed. **** needs a pay raise and the **************** should call him because they also need a closer for the team. Thanks ***********, and Blue Sky plumbing."

  The team at Blue Sky is grateful to have been able to give our customer the satisfaction they deserved!

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/19/22, I hired Blue Sky for a swamp cooler shutdown. On the invoice, the description of services lists "Swamp cooler shut down. Disconnected waterline and electric. Disconnect belt drained basin and install winter cover." I was charged $169.15 for the service that day and was convinced to purchase the Blue Sky ****** Plan for $149. The total payment made to Blue Sky on 10/19/22 was $318.15. Two weeks after the shut-off, water started coming through my ceiling in the dining room, directly below where the swamp cooler is located. I immediately called Blue Sky on 11/2/22, but they would not send a technician to check the leak. It turns out that the servicing technician did not completely turn off the water, and a slow leak accumulated over two weeks in my attic and eventually came through the ceiling. I have reached out to Blue Sky numerous times to report the issue and work with them directly, even sending all backup pics and documentation to ***********************, the **************** Manager., who promised to get back with a resolution and never did. Resolving the situation required water mitigation for many days, holes in my walls, complete removal of insulation resulting in high utility bills, and the inability to stay in my home while the fans were drying out the walls and ceiling. I have submitted the insurance claim but have yet to receive any follow-up from Blue Sky to help mitigate the issue.

  

  Business response

  01/20/2023

  First and foremost, we sincerely apologize for our lack of responsiveness and for proper follow up.  Blue Sky prides itself on providing our cusotmers with the best customer service experience and this situation fell short and has been addressed with our staff internally.  The issue that arose with the water line serving the evaporative cooler is an unfortunate one but is not uncommon and here is why.  When an evaporative cooler is winterized the water line is disconnected at the cooler as well as at the shutoff valve so it can be drained down.  It is common practice to reconnect the water line at the shutoff valve after it has been drained down but there are some instances that due to the age and condition of a shutoff valve, it may not turn off completely and continue to allow a small amount of water to flow through which is what happened in this situation.  It is not enough water for a person to notice at the time of service but would accumulate over time.  Blue Sky would not be responsible if the existing shutoff valve did not fully close.  In a normal situation, the water would drip out the other end onto the roof similar to what occured here and no damage would take place unless there was an existing issue with the roof penetration not being weather tight which is obviously the case.  This is a difficult situation and we certainly empathize with the customer.  Blue Sky was prepared to go to the home to inspect the issue the day after the call was placed but due to weather, we requested to reschedule becuase of the unsafe condition of getting on the roof when there is moisture.  At that time, the customer cancelled the service so Blue Sky was never able to fully inspect the problem.  Our customer service manager offered to send out the restoration company we partner with to assist in the cleanup which was denied.  A message was left with the homeowner this morning requesting a call back.  We would like to help out any way we can within reason and will be happy to work through that with the customer.  The shutoff valve should be replaced if it has not been and Blue Sky is prepared to assist with that in addition to refunding the amount our customer was charged of $318.15.  It is our opinion that Blue Sky is not responsible for the damage due to the existing shutoff valve not working as it should as well as the roof penetration not being water tight which will also create potential problems with rain and snow.  We look forward to hearing back from our customer and assisting in any way we can. 

  

  Business response

  01/24/2023

  Blue Sky takes full responsiblity with regard to the failure of our office personnel and handling the situation appropriately and in a timely manner.  It was unacceptable and has been handled internally.  We pride ourselves on providing our customers with the best possible service and this does not represent who Blue Sky is and the level of professionalism that we require of our people.  Mistakes happen in this line of business, its how we handle those situations when they arise that we feel sets Blue Sky apart from others.  ********************************* (Owner) has spoken to ****** directly and agreed to refunding the money spent in addition to covering the insurance deductible.  ****** agreed to allow our service manager to come out to the home in the spring to startup the cooler for the seaason and ensure no further issues exist.  We look forward to regaining our customers trust in Blue Sky.     

  Customer response

  01/24/2023

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

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called them for excess moisture. An employee named *** comes out to inspect my unit. Without doing much inspection he immediately diagnosed a cracked heat exchange. He didnt even take a carbon monoxide reading let alone a visual inspection of the heat exchange. He told me that my only option was to replace the entire unit! For a little excess moisture lol. This person quoted me 15k. Turns out it was a $3 hose that had split when we changed the humidifier filter. This tech calls up his ***** to try and sell me on a whole new unit. This is a classic scam. As a consumer look out for these guys. They are not even being subtle about ripping you off.

  

  Business response

  11/14/2022

   Thank you for your assistance in this complaint BBB.  We have credited the customers credit card for the $59 as requested.  We have thoroughly discussed this situation with both ************** and the customer and would like to provide further detail on what took place.  Blue Sky was called out for issues with water leaking into the furnace.  The humidifier was leaking into the ductwork above the furnace which made its way through the heat exchanger and into the blower compartment which rests on the floor.  It was also noted that the concrete slab is deteriorating around the furnace to the point that the furnace has had to be shimmed in order for it to remain level.  Based on the age and condition of furnace in addition to concerns with the ductwork and concrete slab, ************** indicated to the customer that it would be in his best interest to consider replacing the equipment.  After I spoke with the customer, he felt this was outlandish and that ************** was trying to sell him something he did not need.  The customer stated to me that he "went along with what the technician was saying and baited him into continuing down the road of discussing replacement".  He went as far as to schedule an estimate for Saturday morning which we ended up cancelling.  ************** never stated that the heat exchanger was cracked but indicated that water was leaking from it which was an accurate statement.  It is agreed that the water was coming from the humidifier and yes, that was a repair that could be made but the overall condition of the furnace led ************** to initiating the discussion of a new unit.  The customer certainly has an opinion that the furnace is not at the end of its life and once replacement was brought up, he felt that was an attempt to scam him into something he did not need.  The customer mentioned to me that the furnace is 12 years old which is not the case, it is much older than that.  ************** could have done better when it came to the way a repair vs replacement discussion was made and the reasoning behind it.  *** felt the customer was onboard with looking into replacement options and he was doing what he felt was in the customers best interest and at the same time the customer was giving the illusion that he was in agreeance.  Blue Sky does not have "selling technicians" meaning they do not have the ability to provide customers with options to replace equipment, so he did not provide any formal quote to replace the furnace.  We offered to send a supervisor out to the home as a courtesy to verify the findings and to better explain the reasons for recommending replacement, but the customer denied that request. Blue Sky prides itself on always providing our valuable customers with honesty and integrity and will not tolerate any behavior that would indicate otherwise.  We understand the concern and fear that consumers have at times when it comes to companies selling them something they do not need, and we do not fault a customer for having their guard up.  I assure you that Blue Sky is not one of those companies.   

  Customer response

  11/21/2022

   
  Complaint: 18394561
  
  I am rejecting this response because: The business and technician are lying about the discussion. The technician briefly mentioned the foundation, however the technician never mentioned the humidifier issue. The humidifier was discovered by me after the technician left, and then verified by a qualified company. The technician flat out  said the heat exchange was cracked and there was no other way except to replace and install a new unit. There was no gray area in his assessment. This response leads me to believe that the business and technician both knew about the humidifier and didnt inform me, which is actually worse than before. Im sickened to think that these folks are doing this to other people.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was charged $1.235.25 on July 30 for a swamp cooler repair. One week after the service, the swamp cooler stopped working and I called the company back to ask for help. Ultimately I sought resolution on my own, buying a new motor ($150) and learning how to install it myself. I have reached out to the company more than 5 times trying to get in touch with the service manager to discuss our situation, and I have not had my phone calls or messages returned. Im incredibly disappointed not only by the initial service, where we were charged a high price for something that broke again so quickly, plus the state of things that the repairman left (trash on the deck thrown off the roof). This is only made worse by the continued radio silence as I want to discuss with the company. I would not recommend this service provider to anyone, and I want a refund for the quality of service provided.

  

  Business response

  09/19/2022

  We are sorry to hear about the concerns and would like to work towards a fair and equitable resolution.  We visited the clients home for an emergency/weekend appointment on 7/30/2022.  Our technician found the blower motor was seized and removed and replaced the motor that day.  We are confused that the complaint states that the client replaced the motor herself being that it was infact replaced by our technician.  **** called us on 8/9/2022 and stated the unit was not working so we scheduled a return visit for 8/10/2022 to provide a warranty visit.  **** contacted us the evening of 8/9/2022 and stated that the neighbor looked at it and was able to fix it.  Blue Sky backs all of our work with a 100% guarantee and if there was something that was missed or done improperly than we absolutely would have taken care of it.  Unfortunately, we were never given the opportunity to do so.  We are confused by the complaint being that **** claims she replaced the motor herself, is her complaint that the motor we installed was faulty or does she feel that we didn't in fact replace it?  Secondly, her phone call to cancel the return visit stated that a neighbor got it working again.  My question is what did the neighbor find and what kind of documentation does she have to confirm this?  Our standpoint is that we have to be given the opportunity to correct a mistake if there is one.  It seems as though the concerns are related primarily to the cost of the repair.  We have record of a phone call being made to the client on 8/15/22 to discuss her concerns and a voicemail was left.  We do show that **** attempted to call back on 9/1/2022 and apologize that we have not been able to follow up on that.  If **** would please reply back with further detail on what was found to be the problem after our repairs, the parts that needed to be replaced and why than we would be happy to revisit the charge and see what adjustments can be made.  At this point, we can confirm that Blue Sky made an emergency/weekend visit and supplied and installed a new evaporative cooler blower motor.  If that motor was deemed defective, we would need it back so that it could be inspected and returned to the manufacturer for warranty.  If the cost of repairs is ****'s primary complaint, our offer as a good faith gesture would be to provide a refund in the amount of $200.00.  We stand behind the price that was charged to replace the blower motor as an emergency visit. 

  Customer response

  09/28/2022

   
  Complaint: 18038444
  
  I am rejecting this response because:

  I have called repeatedly, even beyond 9/1/2022 and made additional requests to talk to someone about this issue. If I'd been contacted and able to get in touch with Blue Sky, I would have been able to report the details. 

  
  

  The motor that the technician replaced stopped working after one week (after which I called on 8/9). While waiting for resolution, as it was hot out and we were hoping for respite, I had a neighbor come over and diagnose the issue. We together replaced the motor that the technician had put in and I did that work myself - I purchased the new motor and installed it myself with the help of the neighbor. 

  
  

  My complaint is that the motor that was replaced did not fix the issue - the horsepower was too low and would not kick the swamp cooler on. Both the original motor and the one replaced by Blue Sky was 1/2 horsepower - and not able to power the belt to move. I installed a 3/4 horsepower motor on recommendation from my neighbor who works in HVAC, and that has solved the issue. The unit has been working fine since then. 

  
  

  I still have the motor that was installed, and I'm happy to return it back to Blue Sky for troubleshooting or warranty investigation - or even just for money back on the part. However, it seems to me that the call to replace the motor with that horsepower was incorrect - and then what was I paying for if it ultimately did not solve the issue?

  
  

  For the trouble caused, and issue that I ultimately fixed myself, I am not happy to be charged this amount. I find it fair to pay the emergency dispatch charge, as he did in fact come out to our house and on short notice - but the amount for the replacement of a part that ultimately failed as did the original, plus the additional diagnostic fee, I do not find fair to pay.

  
  

  
  Sincerely,
  
  **** Wave

  

  Business response

  10/05/2022

  We are sorry to hear that the customer has rejected our initial offer/response.  Blue Sky installed the identical motor that was in the customers unit which had functioned appropriately for quite some time.  The unit was designed and intended by the manufacturer to have a 1/2hp blower motor in it.  Putting a larger motor into the unit which was not originally designed that way is never a good idea and Blue Sky will not alter the original intent of a piece of equipment.  I have attached a picture which shows the faulty motor on the right and the new motor that Blue Sky installed on the left, they were like for like.  ************* simply do not go bad within 7 days of being installed, if that was the case than there were other factors that would have caused it and we wish we could have helped uncover that.  Our stance is going to remain the same as it pertains to the fact that the customer did not provide us the ability to inspect the unit after the claim of it not working and therefore had no opportunity to warranty our work or fix any issues that might have existed.  Our customer contacted us after normal business hours on 8/9 to schedule the warranty visit which was expedited and booked for the following day less than 24 hours after the request was made.  The best offer we can provide in hopes of resolving this situation is to refund a total of $400.  We certainly hope this will be satisfactory and truly wish that our customer would have given us the opportunity to stand behind the work she paid for.  ****, we wish you the best and certainly never like seeing things get to this point.  Please feel free to also reach out to myself, ***** Lanyon (Owner) if you would like.  

   

  Thank you for your assistnace BBB.

  Customer response

  10/25/2022

  Hello there,
  
  I missed the latest reply from the business regarding complaint ********. Id like to respond and accept their offer of a refund, but it looks like it has been closed. Can you please assist me?
  
  Thanks,
  ****
  

  
  

*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. ↩