ComplaintsforGasmasters, Inc.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Contract: 8.9.21 Money Paid: $2490 to date. Total is $4980 Provide: Gas Line run in house and exterior to a water heater and install of water heater and gas meter hookup. Nature of dispute: Delaying of completion, this process has been delayed through the whole process. Starting out they had to come out three times to complete the interior install. Due to the poor workmanship of the install. This was a delay of about 3 weeks. Once the install was complete it took Gasmasters six times of trying to get the interior gas line to hold pressure before they got it. Over this time Gasmasters stopped taking my calls or returning calls. Clearwater Gas has had the meter set for over a month at time of having the meter set my contractor called and scheduled an appointment that was 5 weeks away being the first available time which was April 4 2022. Called that morning after several attempts they gave a time of between 1300 and 1700. Gasmasters never showed or called to say they would or would not be there. Called on April 5th to ask what happened and they gave a date of April 14th. At this time I fear they will never complete. Resolution I would like is for the job to be complete per the contract and drawing provided by Gasmasters that were provided for permit.

  Business response

  08/12/2022

  Business Response /* (1000, 14, 2022/08/09) */ This response was taken verbally by BBB: This job was done under Carter Improvements, LLC. We were the sub-contractor. The customer kept changing the scope of the job. Our jobs and proposals are based on 2 trips - the Rough In and the Final. Every time the customer wanted to change the job, it changed the drawing. We were out to the job approximately 7 times due to changes and not everything being ready. We did not invoice for these additional trips, even though our proposal allows for it. We also did not charge for plans that were required for the permitting. This job was completed on or about April 13th and we invoiced the customer. The drawing was also turned over. Since then, the customer has not paid the balance due. Consumer Response /* (3000, 16, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Scope of work never changed from the original scope that is attached to this compliant. They are correct they did quote two trips one to rough-in and one for final. 1st trip: The installers ran the indoor pipe to the location of stove and dryer on the outside of the drywall. Not sure how anyone would think this would be a proper install.2nd trip one week later came out to fix the issue with the interior piping being on the outside of the drywall. On this trip Gasmasters pressured up the system for testing. Next three trips came out due to the system not holding pressure per code. Keep in mind there was at least a week or two between these trips. Finally they figured out the issue was the fitting they installed to charge the system. Once that was complete Clearwater Gas had to come out and set the meter. Then Gasmasters came out to finish. Trip number 6 they arrived and realized that they didn't have the correct fitting on the service truck to connect to a Clearwater Gas, gas meter since it is different from Tampa.Thinking they would just run get one the installer notified me that it would be at least a week before they would be back out. They also reran the exterior pipe they had installed going to poll heater because Gasmasters lead installer couldn't believe how poorly it was ran. When he asked the other installers that were there who originally ran it, it was his nephew. Trip 7 final hookup they had the correct fitting and finished installing the hot water heater. As of 8.11.22 they are paid in full with no discount. The only reason I filed this compliant was to educate the public how bad this company is.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a hot water heater from Gasmasters Inc. 12/29/2020. We were having problems with the pilot light staying on. When they came out to check it they stated that it was because it was getting wet (we never had that issue with the 2 previous hot water heaters). My husband told them that he did not think that was the issue and that there was a problem with the hot water heater. The insisted that it was water. We decided to give them the benefit of the doubt and paid them $300 to put the hot water on blocks. The pilot light has continued to be an issue. It finally. stopped working again and we contacted Gasmasters. At first we were told it would be 2 weeks before they could fix it. They seem to know what the problem is (a control device). It is under warranty for the part. If that was the issue why wasn't it fixed the first time? Why did we gave to pay $300 for something we did not need? My husband spoke to Frank W., the manager, on Tuesday and was told he would try get someone there that day. When my husband called because no one showed, he was told the best they could do was Thursday. We have been without hot water since Sunday. What happened to the service we were promised by Gasmasters also stated on their website. It seems that if it they can't charge us for something then we are not important. We are very disappointed and have made arrangements for someone to be here tomorrow. We would have contacted someone else already if Mr. W. had not told us someone would be here today. We won't be using or recommending Gasmasters Inc.

  Business response

  03/30/2022

  Business Response /* (1000, 13, 2022/03/08) */ This response was taken verbally by BBB: The customer was charged to raise the water heater, not because of the pilot light not staying lit, but because it was in an area that floods. The unit was installed in December 2020, in the winter. The customer called in July 2021 with an issue of the pilot light out. When the tech arrived he noted evidence of flooding in the shed where the water heater is located as well as a waterline on the water heater itself. The issue in July was caused by flooding not a defective part. The customer was only charged $180 ($150 for labor and $30 for materials.) This was not a warranty issue and we did not charge the customer a service fee to go out for the diagnosis. The unit was raised to protect it from a future flooding. The current issue which wasn't reported until 2022 almost 6 months later sounds like it is an issue with the control valve; it is a know issue from Rheem as of October/November 2021, that is being covered out of warranty by the manufacturer, however the customer was upset because we could not get out as quickly as possible. We advised the customer they can contact other Rheem service providers as this is covered by Rheem. The original charge to raise the water heater was valid and is not refundable.

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