ComplaintsforH2O Equipment Company, Inc.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company installed my water filtration system, hot water heater, and water storage tank when I recently bought my house. Since then, they left a pipe with condensation dripping over the panel on the hot water heater which caused a fire in my house. The filtration system has leaked since installation and now the water storage tank has burst leaving us with a flood in the basement and no water AT ALL!! I called them and spoke to the owner MIKE to request a service call and was told "to call a plumber, they couldn't fix it. PLEASE DON'T USE THIS COMPANY TO FIX EVEN YOUR DOG HOUSE! I HAVE LITERALLY SPENT THOUSANDS, APPROXIMATELY $6,000 WITH THEM AND THEY WON'T SERVICE THE EQUIPMENT THEY INSTALLED! WORST COMPANY I HAVE EVER DEALT WITH!!!

  

  Business response

  08/24/2022

  Hello ****. I am sorry for your experience but I want to be sure that the proper facts are outlined before you give us your one star rating.
  H2O Equipment did not install your hot water heater as that is not part of our licensing from the State of **. We installed a water softener and acid neutralizer on 11/29/2012, which is not recent but almost 10 years ago.
  We replaced your pressure tank on 2/3/2014 when the original one began leaking, an event which occurred almost 8 years ago.
  The incident with the condensation also occurred in 2014 and was unrelated to services rendered (which was the replacement of your pressure tank). The piece of plumbing in question was not related to work we did. We also did not receive any notice of a leak until June of 2014, months after the pressure tank installation!
  On July 26, 2022, our On Call technician received an emergency call from you indicating the pressure tank had broken. He was ready to come to your house that evening to address it, but after several conversations you indicated you were willing to wait until the following day so concerns over charges could be addressed. Upon review of your account it was determined the pressure tank was well outside of manufacturer warranty, so any work would be billable to you. The warranties on these tanks are 5 years. Your tank is 8.
  You did speak with Mike, who is the General Manager of H2O. It was at this point you proceeded to tell him that you have never been happy with our services and brought up issues experienced 8 years ago. Mike, after listening to your numerous criticisms, suggested it would be in the best interest of both parties that you form a new and positive experience with another company. He did not say we couldn’t fix your issue; we just would not perform services you requested, for free, 3 years outside of warranty expiration.
  Furthermore, we had been reaching out to you since your last contact in 2014 to follow up with services provided. We log all outgoing (and ingoing) communications, the most recent attempt being on 2/7/2020 where we listed your account as inactive due to non-contact. Prior to that, our last verbal conversation took place on 10/11/2019 where you told our scheduler you were not interested in any kind of preventative maintenance or service on your equipment due to financial constraints.
  We at H2O strive to provide the best service we can, but understand that we cannot always meet everyone’s expectations. All we ask is that if you are to leave us the negative review that the facts are accurate so we can learn and grow from them.

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