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:01/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 *******, a technician came to our home at our request to service or provide routine maintenance to our ****** (on demand) hot water heater that is right at 3 years old. We asked to have the system cleaned/flushed. The technician came inside and announced he had accidentally broken the water valve while attempting to turn it on after servicing the unit. He left and went to the office to see if they had a replacement. He returned with a replacement valve and stated we would have to pay ($260) for the new valve. My husband and I disagreed on having to pay for it since there wasn't anything wrong with it...and he broke it. He contacted his manager who essentially said if we want the valve replaced, we would have to pay. The technician after another hour of arguing, agreed to only charge $110 and so we felt we had to buy it in order to get hot water. I would like that money refunded since we were not at fault. We have the broken valve and it is clean, no calcium buildup...no reason it should have broken.

  

  Business Response

  Date: 01/31/2023

  On Friday afternoon ********** your husband ******* approved the water heater service and did not want us to move forward with the repair and that he would install the part himself that we were able to provide. I spoke with your husband ******* on Monday ********** after seeing your reviews on ******* ***** and our website. I apologized for any confusion and asked if there was anything we could do or if I needed to follow up with him. He said everything was fine and he was glad to have hot water.  I have tried to contact you and could not reach you. If you feel you need to speak to me directly, please give me a call at *************

  Customer Answer

  Date: 01/31/2023

  
  Complaint: ********
  I am rejecting this response because I spoke with the manager this afternoon and he has agreed to refund the $110 paid for the new valve.

  My husband was asked to explain what happened and he did so but a refund is requested. Manager states he will mail a refund.
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 02/09/2023

  I have mailed your refund and you should receive it shortly. Thank you for working with us and I am sorry for any confusion. Thank you. 

  Customer Answer

  Date: 02/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1******** and find that this resolution is satisfactory to me. I have received the refund.
  
  Sincerely,
  
  ******** *****