ComplaintsforA & W Plumbing & Heating Inc.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted A and W plumbing the first week of November 2023 to fix two clogged faucets. 178$ for the first diagnosis visit where I was told I need entirely new bath tub faucets. I asked about an estimate and was giving betwen 350-500$. 10 days later a plumber came out to work on them. He didnt have the work order and had to ask me what needed to be done and that he would be to go to Lowes and get the faucets. When I informed him that the faucets had already been ordered and were at the murphsyboro office he seemed genuinely confused. An hour later he called and said he found them and was Coming out. He fixed them on a Monday I believe. less than 24 hours later one of them was leaking. He came out the same day and fixed the leak. The other faucet he installed began leaking four days later on Thursday. When I called to report the new leak I was told no one was free for about ten more days to come back out and fix their mistake. When the next plumber came out he fixed the leak but in the process some how stripped the faucet and a new leak appeared. He apologized and told me they would get me another new faucet and let the office know what was Going on with my faucets. Its been another 12 days or so I havent heard back from them. I have called twice and left a message on the answering service. I talked to one secretary who told me it wasnt her job to sort all this out and that the person I needed to talk with wasnt around. But I would be called back ASAP. They never called me back. I sent a series of emails to their customer service department and havent heard back either. They are refusing to speak with me or even reply to my emails. Id like either half my money back or have them finish the work correctly. I spent 645$. On the main job and 178$ for the diagnosis. I was also billed 75$ because the 2nd plumber had to return faucets to ***** because the 1st plumber didnt tell him they already got them

  Business response

  06/17/2024

  We apologize for the delay in responding.  After reviewing the complaint, we have sent ********************** a letter and have enclosed a check for the full amount of his last invoice.  We hope this resolves the complaint.  Thank you.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a 72 year old Senior Citizen. On July 17th, I called A & W Plumbing to request having a new waterline trenched. I explained that I am experiencing a water leak for which my water has to be either turned off or costs $100 a day. In preparation for the service, I had "*****" assess and **** electrical lines. A technician named ***** was sent out on July 21st. He confirmed that they could provide the service and scheduled for it to be completed on July 24th. He quoted me $3,200 for the service and stated that I was required to pay half up front. I wrote him a check for $1,600, which was cashed on July 28th. ***** and another technician arrived on July 24th and dug a small hole near my ****ed waterline. Though the "*****" lines had been ****ed, ***** stopped work after 45 minutes, stating that "things are more complicated" than he expected. He claimed that the cost would now be an extra $1,000 and that he would need to return around July 27th.No one has returned to complete the work, called to schedule an alternate service time, nor returned my phone calls. I wrote a letter, detailing my experience and request for a refund, to A & W's manager. I received no response or resolution. On November 3rd, A & ********** Associate reported that the service notes for my request do not include notations that the work was not completed and was to be rescheduled.The company I hired to complete a necessary service left me, a Senior Citizen, with only a hole in my yard and without an affordable means to water. The technician engaged in deceptive business practices and the company has engaged in consumer fraud by not refunding payment for a service that was not completed.

  Business response

  12/04/2023

  Thank you for being our valued customer. We are grateful for the pleasure of serving you and your plumbing needs in the spring of 2023.  In recent months, you contacted our office requesting additional services needing completed to address the water leak identified by ******************* Department.  Our initial review and evaluation of the situation recommended replacing the domestic waterline from the meter and extending into the customers residence approximately 80 feet. As stated, you provided a deposit towards estimate in the amount of $1600.00 of the work to be completed.  A & W returned 7/24/2023 with anticipated equipment necessary, manpower, and supplied materials to complete new waterline installation as per originally quoted.  Upon, A & Ws arrival it was visually obvious the original means and method quoted for installation including trench excavation would not be an option due to excessive underground utilities directly obscuring the pathway needed to execute original estimate provided.
  
  Your service request was not handled promptly or thoroughly and for that we apologize.  We would like the opportunity to explain this time lapse, as a previous employee of ours was originally involved in your service and unfortunately upon his departure from A & W, we were informed this job had been completed and executed as quoted.  Upon further investigations of this account and details as you provided in your complaint(s) we discovered to our surprise it, however, was not completed just as you have outlined. 
  
  I sincerely apologize for the inconvenience we have caused you, as Id like to further explain this problem has been resolved within our business and should not be a hinderance or risk for future customers to experience this unfortunate experience moving forward.  We pride ourselves on being a professional, locally and family owned business.  It is our utmost intention to exceed your expectations and repair any/all problems you have called us concerning.  Please keep in mind our facility does warranty and guarantee all our services rendered.  We appreciate your valued business. 
  
  We have attached a check reimbursing you and returning your deposit of $1600.00 that was paid to A & W on 7/21/2023.  Well wishes for a Happy New Year! 

  Customer response

  12/06/2023

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

   

  Thank You !

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