ComplaintsforGordon Mechanical LLC

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Gordon Mechanical's technician, ******, told me that my water heater needed replacing, and that it would be more expensive to fix it (I had no hot water and the heater was making popping noises). I trusted what he said and replaced the water heater. Their installation may have caused other issues in my apartment - flooding of my washer, water damage to my floors, etc. I got put in touch with *********************, who is saying the issue with my old water heater was "cosmetic" and so wasn't covered under warranty. I was NOT told that by *******, the technician. I was told it would be cheaper to get a new one, which I did, and paid close to $1800. I would have repaired it for a cheaper price if I was told the issue could be fixed. I've now also had to have a plumber out ($150) and will need to have appliance people out to inspect the washer that was leaking, perhaps due to the work on the water heater. I'm out close to $2000 now based on misinformation from Gordon Mechanical, with potentially more I will have to pay out of pocket. Very unhappy with the whole situation and the misinformation I was given.

  Customer response

  03/23/2022

  Thanks for allowing me to add to my original complaint.
  
  I was told I needed a new water heater, that it would be more expensive to fix the old one, by ******, from Gordon Mechanical. That turned out to be incorrect information, and I did not need to spend $1800 on a new water heater. Apparently the old one could have been fixed for perhaps $500. That is what I am now being told by ***** from ***************. But this information was never communicated to me at all by ******. Based on the incorrect information, I overpaid for a brand new water heater which I did not need. I would like to be reimbursed for the unnecessary costs to replace my water heater. Also, to date I still have not received warranty information for the new water heater, despite multiple requests. 
  
  I would like to add this to the complaint:
  
  After the water heater was removed and a new one was put in, which required a lot of work and banging around in a small space, right next to my stack washer/dryer, I started having problems with my washing machine leaking. I ended up having to call a plumber ************* Plumbing), who snaked my washer line for $157.07. That did not solve the leak. I had to then have Tunista send out 2 guys to move my washer/dryer out and diagnose the problem. They found that the water line to the washer was dislodged and was not threaded correctly, causing the leak. They thought this was done by the water heater people when they removed the old one and installed the new one. So I had to pay Tunista $256.54 for that service. So I am now out close to $1800 for the water heater and an additional $413.61 for repairs due to the damage done when the water heater was removed and a new one was installed. I am seeking reimbursement for these expenses. The receipts are attached.
  
  Mahalo
  *******
  

  
  

  

  Business response

  04/29/2022

  See attachment

  Customer response

  05/04/2022

   
  Complaint: 16899236
  
  I am rejecting this response because:

  
  Thank you for allowing me the opportunity to respond to the report from Gordon Mechanical. 

  
  I would like to know who wrote the report, since I have been unable to get anyone from Gordon Mechanical to talk to me. Instead, they have referred me to ********************* with *******************. My complaint is against Gordon Mechanical, so I don?t understand why ****, who was not one of the technicians who came to my unit, is involved. I don?t know what he has been told, but the report that has been submitted has a number of inaccuracies that I wish to correct. I also would like to supply additional information:

  
  - The report is incorrect that an inspection on January 31, 2022 showed a leak in my water heater. I never had a leak with my water heater. What happened is that I stopped having hot water in my unit, which prompted me to reach out to Gordon Mechanical.

  
  - The report inaccurately portrays the conversation that I had with *******, the technician who was sent to my unit by Gordon Mechanical, and who I later found out was fairly new on the job. The report says that I was told that my existing water heater was repairable and that parts would be covered under factory warranty. This is absolutely incorrect. ******* told me that it would be more expensive to repair the existing water heater than to get a new one installed. I was never given the option of fixing the existing water heater, neither was I provided an estimate of how much that option would be. 

  
  - Based on the apparently incorrect information I was given by ******* that it would be cheaper to replace the water heater, I agreed to do so. Had I known it would be cheaper to fix the existing water heater and that it was an option, I would have done that. I still dont know how much cheaper it would have been to fix the old water heater and what parts would have been covered. I never got a cost comparison or an estimate for the option to fix the existing water heater. ******* clearly told me that it was better and cheaper to replace the water heater in its entirety. I relied on what was apparently faulty information from ******* to make a decision on replacing the water heater, which cost me $1776.84.

  
  - The report inaccurately states that I have received the warranty on the new water heater. I have repeatedly reached out to ******* (the technician), ****** at Gordon Mechanical, and ********************* - and to date I have not received the warranty. I am getting the runaround from everyone involved in this, and it is very frustrating. 

  
  - Work on removing the old water heater and installing the new water heater was done on February 3, 2022. The water heater is located in a very small closet space right next to the stack washer/dryer. In order for the technician to work, the doors to the closet had to be removed and due to the cramped working space, my washer and dryer were bumped in the process. 

  
  - This bumping of my washer/dryer dislodged the water supply line to the washer, which subsequently caused my washer to leak. This was the diagnosis of Tunista Appliance.

  
  - After getting the new water heater installed, I left on an extended trip off island. That is the reason for the time delay in notifying Gordon Mechanical of the washing machine leak, which I only discovered when I returned to my apartment and did laundry.

  
  - The washer leak was very distressing, as I was worried about water damage, mold, and damage to other units. I paid $157.07 to ************ Plumbing for work on March 15, 2022 to flush the line, which did not solve the problem of leaking water from the washer. I then had to call Tunista Appliance, who on March 17, 2022, had to move out the washer/dryer and diagnose the problem. They found that the water supply line had been dislodged, and they told me that it was most likely due to the bumping of the washer/dryer when the old water heater was removed and the new one was installed. I can think of no other reason for the water supply line to suddenly become dislodged except for the bumping by Gordon Mechanical. The work by Tunista cost me $256.54. 

  
  I am now out of pocket for $2,190.45. I paid for a new water heater that I apparently did not need. Additionally, the removal of the old water heater and installment of the new one by Gordon Mechanical dislodged my water supply line and caused a leak which I then had to have two different companies come out to diagnose and fix the problem.

  
  My unit in ************* is an affordable unit, since I do not make very much money. $2,190.45 is a large amount of money for me to have to pay, especially for work that was not even necessary. Again, ****** told me it would be more expensive to fix the existing water heater, and he recommended getting a new one. I never got the option of fixing the existing heater or an estimate of what that would cost. Neither was I told that parts would be covered under the warranty. This information was clearly not conveyed to me by ******. I dont know why **** is involved when he was never a part of this process to begin with. Needless to say, I am very frustrated by the extreme financial burden, inconvenience and stress that has caused me. 

  
  I also want to point out that **** from ******************* called me on the phone when I first reported the issue, and he said that hed work with me  and would get back to me. Again, I dont know why he is talking to me when it is Gordon Mechanical who did the work. It was never made clear what his role in this is. Needless to say, he never got back in touch, which is why I filed this complaint with the Better Business Bureau. 

  
  I would like Gordon Mechanical to know that I will be reaching out to ************* management and the other residents in the building to inform them of the misinformation and damage I have had as a result of Gordon Mechanical, and I will be asking them to take the company off the preferred list of vendors.

  
  
  Sincerely,
  *********************

  

  Business response

  05/10/2022

  I attached Gordon Mechanicals response to customers complaint.
  Please let me know if this resolves the customers complaint.
  Respectfully,
  
  *************************
  

  
  

  Customer response

  05/10/2022

   
  Complaint: 16899236
  
  I am rejecting this response because:

   

  Thank you for allowing me the opportunity to respond to the report from Gordon Mechanical. 
  I would like to know who wrote the report, since I have been unable to get anyone from Gordon Mechanical to talk to me. Instead, they have referred me to ********************* with *******************. My complaint is against Gordon Mechanical, so I don?t understand why ****, who was not one of the technicians who came to my unit, is involved. I don?t know what he has been told, but the report that has been submitted has a number of inaccuracies that I wish to correct. I also would like to supply additional information:
  The report is incorrect that an inspection on January 31, 2022 showed a leak in my water heater. I never had a leak with my water heater. What happened is that I stopped having hot water in my unit, which prompted me to reach out to Gordon Mechanical.
  The report inaccurately portrays the conversation that I had with *******, the technician who was sent to my unit by Gordon Mechanical, and who I later found out was fairly new on the job. The report says that I was told that my existing water heater was repairable and that parts would be covered under factory warranty. This is absolutely incorrect. ******* told me that it would be more expensive to repair the existing water heater than to get a new one installed. I was never given the option of fixing the existing water heater, neither was I provided an estimate of how much that option would be. 
  Based on the apparently incorrect information I was given by ******* that it would be cheaper to replace the water heater, I agreed to do so. Had I known it would be cheaper to fix the existing water heater and that it was an option, I would have done that. I still dont know how much cheaper it would have been to fix the old water heater and what parts would have been covered. I never got a cost comparison or an estimate for the option to fix the existing water heater. ******* clearly told me that it was better and cheaper to replace the water heater in its entirety. I relied on what was apparently faulty information from ******* to make a decision on replacing the water heater, which cost me $1776.84.
  The report inaccurately states that I have received the warranty on the new water heater. I have repeatedly reached out to ******* (the technician), ****** at Gordon Mechanical, and ********************* - and to date I have not received the warranty. I am getting the runaround from everyone involved in this, and it is very frustrating. 
  Work on removing the old water heater and installing the new water heater was done on February 3, 2022. The water heater is located in a very small closet space right next to the stack washer/dryer. In order for the technician to work, the doors to the closet had to be removed and due to the cramped working space, my washer and dryer were bumped in the process. 
  This bumping of my washer/dryer dislodged the water supply line to the washer, which subsequently caused my washer to leak. This was the diagnosis of Tunista Appliance.
  After getting the new water heater installed, I left on an extended trip off island. That is the reason for the time delay in notifying Gordon Mechanical of the washing machine leak, which I only discovered when I returned to my apartment and did laundry.
  The washer leak was very distressing, as I was worried about water damage, mold, and damage to other units. I paid $157.07 to ************ Plumbing for work on March 15, 2022 to flush the line, which did not solve the problem of leaking water from the washer. I then had to call Tunista Appliance, who on March 17, 2022, had to move out the washer/dryer and diagnose the problem. They found that the water supply line had been dislodged, and they told me that it was most likely due to the bumping of the washer/dryer when the old water heater was removed and the new one was installed. I can think of no other reason for the water supply line to suddenly become dislodged except for the bumping by Gordon Mechanical. The work by Tunista cost me $256.54. 
  I am now out of pocket for $2,190.45. I paid for a new water heater that I apparently did not need. Additionally, the removal of the old water heater and installment of the new one by Gordon Mechanical dislodged my water supply line and caused a leak which I then had to have two different companies come out to diagnose and fix the problem.
  My unit in ************* is an affordable unit, since I do not make very much money. $2,190.45 is a large amount of money for me to have to pay, especially for work that was not even necessary. Again, ****** told me it would be more expensive to fix the existing water heater, and he recommended getting a new one. I never got the option of fixing the existing heater or an estimate of what that would cost. Neither was I told that parts would be covered under the warranty. This information was clearly not conveyed to me by ******. I dont know why **** is involved when he was never a part of this process to begin with. Needless to say, I am very frustrated by the extreme financial burden, inconvenience and stress that has caused me. 
  I also want to point out that **** from ******************* called me on the phone when I first reported the issue, and he said that hed work with me  and would get back to me. Again, I dont know why he is talking to me when it is Gordon Mechanical who did the work. It was never made clear what his role in this is. Needless to say, he never got back in touch, which is why I filed this complaint with the Better Business Bureau. 
  I would like Gordon Mechanical to know that I will be reaching out to ************* management and the other residents in the building to inform them of the misinformation and damage I have had as a result of Gordon Mechanical, and I will be asking them to take the company off the preferred list of vendors.
  Thank you for your attention to this matter,
  *******
  
  
  
  Sincerely,
  
  *********************

  

  Business response

  05/11/2022

  Attached is the manufactures warranty information. We registered the customers water heater on the ***************** web site when we installed the customers heater. The customer can go onto Hotwater.com and go scroll to the bottom of the page in black writing it says verify warranty and she can look up the parts/warranty information on her ***************** I looked up her information there and it says that her warranty expires in 2023, but I have notified ***************** about the error and they said that her warranty is good tell ****, plus she has our invoice so her warranty date is from the date of that invoice. Please if she has any more questions she can contact us or *****************.

  Respectfully,

  **************************

  Customer response

  05/18/2022

   
  Complaint: 16899236
  
  I am rejecting this response because:

  
  

  It does not address the issues raised in my complaint or my response: 

  • the incorrect information in the response by Gordon Mechanical and my question of who wrote the report
  • the incorrect information I was given by ******* from Gordon Mechanical that a new water heater would be less expensive than fixing the old one
  • the bumping of my washer/dryer which caused the leak and required a plumber and appliance people to fix
  • the $2190.45 I have now had to unnecessarily pay for a new water heater I apparently did not need and damage to my washer 

  
  

  I would like a response from Gordon Mechanical that addresses the issues I have raised. Therefore, I am repeating my response below:

  
  

  • The report is incorrect that an inspection on January 31, 2022 showed a leak in my water heater. I never had a leak with my water heater. What happened is that I stopped having hot water in my unit, which prompted me to reach out to Gordon Mechanical.

  • The report inaccurately portrays the conversation that I had with *******, the technician who was sent to my unit by Gordon Mechanical, and who I later found out was fairly new on the job. The report says that I was told that my existing water heater was repairable and that parts would be covered under factory warranty. This is absolutely incorrect. ******* told me that it would be more expensive to repair the existing water heater than to get a new one installed. I was never given the option of fixing the existing water heater, neither was I provided an estimate of how much that option would be. 

  • Based on the apparently incorrect information I was given by ******* that it would be cheaper to replace the water heater, I agreed to do so. Had I known it would be cheaper to fix the existing water heater and that it was an option, I would have done that. I still dont know how much cheaper it would have been to fix the old water heater and what parts would have been covered. I never got a cost comparison or an estimate for the option to fix the existing water heater. ******* clearly told me that it was better and cheaper to replace the water heater in its entirety. I relied on what was apparently faulty information from ******* to make a decision on replacing the water heater, which cost me $1776.84.

  • The report inaccurately states that I have received the warranty on the new water heater. I have repeatedly reached out to ******* (the technician), ****** at Gordon Mechanical, and ********************* - and to date I have not received the warranty. I am getting the runaround from everyone involved in this, and it is very frustrating. 

  • Work on removing the old water heater and installing the new water heater was done on February 3, 2022. The water heater is located in a very small closet space right next to the stack washer/dryer. In order for the technician to work, the doors to the closet had to be removed and due to the cramped working space, my washer and dryer were bumped in the process. 

  • This bumping of my washer/dryer dislodged the water supply line to the washer, which subsequently caused my washer to leak. This was the diagnosis of Tunista Appliance.

  • After getting the new water heater installed, I left on an extended trip off island. That is the reason for the time delay in notifying Gordon Mechanical of the washing machine leak, which I only discovered when I returned to my apartment and did laundry.

  • The washer leak was very distressing, as I was worried about water damage, mold, and damage to other units. I paid $157.07 to ************ Plumbing for work on March 15, 2022 to flush the line, which did not solve the problem of leaking water from the washer. I then had to call Tunista Appliance, who on March 17, 2022, had to move out the washer/dryer and diagnose the problem. They found that the water supply line had been dislodged, and they told me that it was most likely due to the bumping of the washer/dryer when the old water heater was removed and the new one was installed. I can think of no other reason for the water supply line to suddenly become dislodged except for the bumping by Gordon Mechanical. The work by Tunista cost me $256.54. 

  • I am now out of pocket for $2,190.45. I paid for a new water heater that I apparently did not need. Additionally, the removal of the old water heater and installment of the new one by Gordon Mechanical dislodged my water supply line and caused a leak which I then had to have two different companies come out to diagnose and fix the problem.

  My unit in ************* is an affordable unit, since I do not make very much money. $2,190.45 is a large amount of money for me to have to pay, especially for work that was not even necessary. Again, ****** told me it would be more expensive to fix the existing water heater, and he recommended getting a new one. I never got the option of fixing the existing heater or an estimate of what that would cost. Neither was I told that parts would be covered under the warranty. This information was clearly not conveyed to me by ******. I dont know why **** is involved when he was never a part of this process to begin with. Needless to say, I am very frustrated by the extreme financial burden, inconvenience and stress that has caused me. 

  I also want to point out that **** from ******************* called me on the phone when I first reported the issue, and he said that hed work with me  and would get back to me. Again, I dont know why he is talking to me when it is Gordon Mechanical who did the work. It was never made clear what his role in this is. Needless to say, he never got back in touch, which is why I filed this complaint with the Better Business Bureau. 

  I would like Gordon Mechanical to know that I will be reaching out to ************* management and the other residents in the building to inform them of the misinformation and damage I have had as a result of Gordon Mechanical, and I will be asking them to take the company off the preferred list of vendors.

  Thank you for your attention to this matter,

  *******

  
  

  
  Sincerely,
  
  *********************

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