ComplaintsforUpKeepers, Inc.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upkeepers installed our water heater on September 11, 2017. On October 24, 2022 we had our 75 gal *************************** water heater repaired by a Precision Plumbing whose name we found on the manufacturer website as an authorized service provider. They replaced the gas valve assembly that was not operating. The water heater was still under factory warranty, however during the process of further checking the water heater, Precision noted that the existing expansion tank installed by Upkeepers should only be used for a maximum 40 or 50 gallon water heater not 75 gal. Precision also found the existing expansion tank was filled with water that could have contributed to the water heater needing repair. A larger expansion tank was required based *************************** specifications for a 75 gallon water heater. This part was not covered by the warranty because it should have never been installed. On October 24, 2022 I contacted ********************* via email (email trail attached) and attached copies of the repair ticket and video. I requested that Upkeepers refund me $232.46 for installation of the correct size expansion tank. I sent him a second email on November 17, 2017, and he then replied saying I should have contacted Upkeepers. I told him that Upkeepers was not listed as an authorized service provider on the *************************** website. The total repair cost including the expansion tank was $654.01, but the gas valve assembly cost of $421.55 was under warranty so the difference of. $232.46 is for installation of the new expansion tank and that is the amount I requested from Upkeepers.

  Customer response

  03/16/2023

   
  Complaint: 18562091
  
  I am rejecting this response because: As stated in my email, Upkeepers was not listed as an authorized contractor for repairs to the *************************** water heater and that's why we contacted a contractor listed on **************** However, the contractor we hired discovered that the original contractor who installed the water heater also installed an undersized expansion tank that contributed to the failure of the water heater unit. As a result we had to get the expansion tank replaced and that is all the compensation we are asking for. Considering the contractor we used was on the *************************** authorized repairs list (Upkeepers was not listed), it would be fair to assume they were a reputable plumber. Further had we contacted Upkeepers for the repair, the repair cost would have been much higher because they were not listed as an authorized and the parts would not be covered. Also we would have not discovered that the expansion tank was undersized.

  Upkeep's response is typical of contracts that are more concerned about making money than providing good customer service. They did offer us a credit on future work, however why would we use a contractor again that didn't perform the original installation correctly.
  
  Sincerely,
  
  ***************************

  Business response

  04/19/2023

  Please see attached*

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