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Complaint Details
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Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Good evening,My name is *************************** and I want to file a formal complaint against this company. There was a breach of contract and breech of services. I signed a contract where this company had a 2-year warranty for the work requested/done. I had a leak underground which led me to the decision to re-pipe my house. Work took place Tuesday March 19th 2024. The work was done by Thursday March 28th 2024. City inspector came and new re-pipe system passed inspection. On Saturday 23rd while doing yard work in the morning I notice a constant leak in the water pressure valve. I contacted company owner ***** and sent him a video of the problem. Instead of offering a solution to the problem as stated in the contract of a 2-year warranty. ***** went back and forth via text message blaming water heater installation. At this point he lost complete credibility with me and I did not trust his work or contract. I decided to contact another company to check his work and fix the leak that he refused to come and fix. Besides doing a mediocre job, the leak was a simple fix and had nothing to do with the water heater. Text messages continue from owner, without taken ownership of his mistake. I do not trust this company at all. Now, moving forward, what are my rights if something happens with the new pipes, will they come to fix it for the reminder of the 2-year contract ? Can you please advise on what is the next approach. My contact information ********************* and/or ************. I couldn't download contract but i can forward via email if requested.Best Regards,***************************Business response
04/15/2024
Our goal is always to provide exceptional service and uphold the terms of our contracts, including the warranty period.
Regarding the leak you mentioned, we have reviewed the communication history. Please find attached the text messages exchanged between yourself and our company representative. The video you shared clearly showed a leak outside the home, which was not part of the re-piping work completed by our company. In response to the video, our representative identified the issue as related to the expansion valve for the water heater.
We attempted to ascertain further details about the water heater installation to provide comprehensive assistance. However, when we asked for information about the company that performed the water heater installation, you declined to provide their name. Upon further investigation, we found that no permit was pulled for the water heater work, which raised concerns about the installation's compliance with local regulations.
Despite the lack of information and challenges in identifying the root cause, we offered to send our technician back out to assess and rectify the situation promptly. Unfortunately, we did not receive a response until after you had already engaged another company, *** ********, to address the issue. The invoice from *** ******** for maintenance agreement and an expansion valve leak has been reviewed and noted (see attached invoice).
To mitigate the inconvenience you experienced, we provided a discount of $401, which exceeded the cost of *************************** service call and repair (see attached invoice).
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.