Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday 12/31/24, Gasmasters sent a technician to provide an estimate. A week later I called several times to get the estimate sent. Once received, I agreed to move forward with this company. The customer service has been the worst I have experienced in years. They gave me a date to have the work done, but then changed it without notifying me. We failed the gas rough in inspection, and when I called to inquire about that, the staff was rude. And finally, the reason for my complaint is the gas line running to the fire feature in my backyard was not buried deep enough (18"). When another crew came to dig 12" for the footers, they broke the gas line. The pool contractor immediately called Gasmasters on 2/4/25. We were told someone would be out the same day. No one came or called. The very next day, 2/5/25, the pool contractor called back and was told they are trying to fit us in. The concern is that we have an inspection for the footers on the way, and I have a ruptured gas line laying in my backyard. I called the local gas company and they can only repair lines run from the street to the house. I called Gasmasters back and asked to speak to the president of the company and was told NO. That person went on to tell me that this is considered an emergency, but it will be ok. She said that there are people that don't have water to bathe, so I should not be concerned. Having an open gas line, holding up construction, and a lack of response and communication is unacceptable with something as important as a gas line! I am now having to see if I can find another gas contractor to come fix this problem since Gasmasters is too busy and unwilling to service my emergency.

  Business Response

  Date: 03/11/2025

   

    Customer states reason for complaint  "the gas line running to the fire feature in my backyard was not buried deep enough (18 inches)"

  (1) Florida Building ************* states piping installed underground must have 12" of cover. Piping was installed per code and passed underground rough-in inspection. 

  (2) Customer chose option to excavate and backfill trench himself and received credit on the invoice for this, yet complained not deep enough. 

  (3) Customer had contractor call us when line was damaged and was told we would we would fit in as soon as possible, as our schedule is (2) weeks in advance. Contractor was not told we would be out there the same day. The line that was damaged did not have gas on line only air pressure from the inspection as the line has not yet been connected to the gas supply. The line repair was "fit-in" 2 days after it was damaged and customer paid for repair and the underground piping.

  (4) The way the customer has portrayed ********************** and the situation has left us uncomfortable with working with this customer. 

  ***** ******

  Operations Manager 

  Gasmasters Inc

   

   

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22902761
  
  I am rejecting this response because:  1.  Gasmasters used the open trench from the plumbing but did not run the lines properly.  NOTE:  The plumbing lines were not affected, just the lines that Gasmasters ran.  

  2.  Gasmasters charged me an additional $237 to fix the issue their own crew caused.

  3.  After charging me the additional money, that I paid in a timely manner, they now refuse to finish the project.  This complicated this project immensely.  Gasmasters has an open permit under my pool permit.  Although the owner called me and said they he would close the permit, that has not happened.  There can only be one open gas permit on the project.  On top of all of that, by Gasmasters walking off the job, it is going to cost me double of what the original estimate indicated because a new company now has to file for the permit, and is not familiar with the work that was done.

  4.  Now I am left high and dry and scrambling to get my project finished.  That doesn't seem right, especially since they charged me additional money to fix their mistake.  

  5.  The owner called and even acknowledged the office/scheduling issues that have received numerous complaints, however, said he did not want to finish my project because I involved the BBB.  That is called retaliation, which is unethical and circumvents the very purpose of the BBB.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company was scheduled to service my on-demand hot water system that they had installed. They installed my system for TECO almost 2 years ago and they had to return the next day to correct the original crew's errors. I had scheduled my service call. I was told originally it would be approximately 2 PM. I called to confirm and I was told it would be later in the day. The tech let my phone ring one and a half times and hung up before I could answer the phone. No messages left. He never showed up. When I called the company, there was no answer so I left repeated voicemails because I had wasted my day and adjusted my schedule to accommodate them and hopefully somebody would contact me. No dice. When I called this morning, **************** started yelling at me and making all kinds of false statements. The woman said, "you're going to make me quit my job today" The business refuses to contact me to correct this. Your intervention is requested.

  Business Response

  Date: 06/19/2024

  Hello, 

  Customer was contacted first thing the next morning. At the time the customer called we were unaware of what happened the previous day. As this was before the start of our day and had not had a chance to speak to service technician who had the order. However, we received toxic messages with laced with profanity that we should have saved. We, still not knowing the situation, changed our schedule so he would be first job. We talked with the customer and proceeded to be ostracized about the day before. Our operations manager spoke with customer on the phone, apologizing for what transpired the day before and made several attempts to get our technician there 1st that morning, unfortunately customer was not interested in solving the issue, just kept complaining about the previous day, after five attempts we kindy declined our service.

  Gasmasters Inc

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21720780
  
  I am rejecting this response because:

  The company is as bad at lying as they are in customer service. One: they never contacted me, I called them. Two: they started yelling at me because I left two messages around 4:38pm and 4:45 the evening before, stating their tech never showed up and I had waited many hours for him. Three: they never apologized, they kept getting nastier and ******* to me. when they refused to make good on the issue, I located another company to service my equipment. These people could have demonstrated even the tiniest bit of decency and they would probably still have a customer. 
  I have and I will continue to file complaints and negative reviews everywhere I possibly can.
  Social media is a wonderful thing.
  

  I will pursue this to the end. What is the next step.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/21/2024

  BBB,

    Not sure how to respond to this, we strongly disagree with the customer. I wish we would not have deleted the messages, so we could send them to you (BBB).  If the customer chooses to slander us on social media, that will become a legal matter. 

   Sorry you have to deal with this, we have been a member of BBB since 2001, and in business since 1998, with only one complaint to you prior to this, and have served over ****** customers through the years. We try to take care of all our customers, but this time it was not possible.

  Sincerely, 

  Gasmasters Inc.