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:02/03/2025

  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.

  April 13, 2023 an estimate was given to me for drain issues at my residence. The original estimate was $13,505.00. This was for work to be done inside and outside of residence. May 22, 2023 a new estimate was given to me excluding any inside work and the price was $8,600.00. I do not recall why this was. The work began in June 2023, where as I paid half ($4,300) and once the work was finished I received an invoice for the other half ($4,300) and it was paid. The work that was done, was work outside and inside. I never received another invoice with price difference for inside work. During the next year, after work was completed , water would occasionally, after a hard rain, get in the basement. This was part of the problem that started the whole inside/outside repair. Twice someone from Altatadt came out assessed the situation and suggested different remedies. The last was putting PVC pipe on downspouts to guide water away the house. That worked for a while, until December 2024, we had several hard and steady rains. Water came in the basement again. I again called Altstadt, in which **** came out to look at the situation and suggested a sump pump be installed. I was sent an estimate of $1,995. I questioned why I would be responsible since the original work was not working as promised. I called 2-3 times a week, for 3 weeks and left messages for **** to call me. He never retuned my call. I then received a call from **** the secretary and was treated rudely, as she explained multiple times that it didn’t matter what I thought or said, I would be responsible. Several times she mentioned that the work done inside wasn’t charged the first time. Basically they were not going to do the work needed to keep water out of the basement, which was what originally promised when work first started.

  

  Business Response

  Date: 03/17/2025

  The job we did was done on both inside and outside of Mrs. ****'s home. We mistakenly only billed her for the outside work and as she stated in her complaint, she knows this. We re-worked a drain and sealed it off in her basement. We also put in a sump pump pit on one side of her basement. All the work including the pump itself was done without billing her for it. We then were called back out and she is getting ground water through her foundation on the other side of her basement. Without needed the other $5000 that we never billed her for, we recommended put in another sump pump pit on other side of her basement. This is where she feels this should have been done originally. Her main problem is that she has groundwater not a plumbing problem causing water to come in through her basement. Our assessment is still the same. She needs a sump pit put in on opposite side of her basement.

  

  Business Response

  Date: 03/17/2025

  I have talked with Mrs. **** and have come to a understanding after hearing each other. We are going back out and putting in a sump pit on opposite side of her basement. She is happy with resolution.

  Customer Answer

  Date: 03/18/2025

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

• Initial Complaint

  Date:11/12/2024

  Type:Billing 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.

  Business was called the first part of September to provide warranty repair of water heater. Provider showed up on a Friday and said he couldn't fix it. Said he would have "***" call or stop by on Monday. No call. No show. One month later, I received an invoice for $152.00 which included $122 for "labor". No labor or service was provided. I called another plumber and they fixed the issue within a half hour. I have not paid the invoice and don't believe I should as no service or follow up was provided.

  

  Business Response

  Date: 11/12/2024

  This should never have been sent to the customer. It was a warranty call with water heater company and diagnoses labor should have been sent over to them. Customer invoice has been reversed.

  Customer Answer

  Date: 11/12/2024

  
  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,
  
  *** ******

• Initial Complaint

  Date:02/13/2023

  Type:Billing 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 5/3/22 i had Altstadt come out to replace a dishwasher with a new one and to run a gas line for a gas range and install the gas range they were to remove the electric counter top and put in the gas range the first guy came out and said he was to big to get in the crawl space he would tell them to send out someone smaller to run the gas line for the gas range in the crawl space but he could install the dishwasher so i said okay he took out the old dishwasher and put the new one in and then asked me if the old one worked i said yes but it did not clean very good and he told me he had it hooked up but it would not run i told him it was brand new and he said i would have to get a electrician out to check it that it looked like there was a extension cord that it was hooked up to i later got a electrician out to check it and he found the cord to the old dishwasher had been cut off and left plugged in so it was live and could had caught on fire and the new dishwasher was not even plugged in the second guy came out the next day and ran the gas line then when he got done with that he asked me to sign for the work done and i asked him about taking the electric cook top out and installing my new gas range and he said he didn't know he was suppose to do that and he would need to have another person with to do it he then gave the company a call about it and then told me his boss told him he could not take out the cooktop but if i took it out he could come back and put the gas range in when i called them about the job i was told they could do everything he told them i canceled further work when i didn't so i got someone else to finish the work i had enough of their run around i finally got the bill and it was 1206.91 which is to much for the little work they did and the dishwasher was not even done right so i paid then 406.91 which is what i felt was fair for the work they did but they are still sending me bills wanting the rest of the money or will turn me in to collections

  

  Business Response

  Date: 02/17/2023

  Spoke with customer on February 16, 2023 at 4:00pm.  We discussed all issues surrounding the complaint filed.  We came to an agreement on qualified services rendered and an acceptable final payment that was agreed to by both parties.

  Customer Answer

  Date: 02/20/2023

   
  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,
  
  ****** ******

• Initial Complaint

  Date:01/28/2023

  Type:Billing 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.

  Purchased a product from them that failed prematurely. Called to check on a warranty and was told the machine had a parts and labor warranty that was still valid. They came out, couldnt figure out what was wrong with it Around december 10th 2022. Replaced a part on December 14th 2022 that did not fully resolve the issue. I had several conversations with the repair technician between December 15th 2022 and December 20th 2022 regarding troubleshooting steps that I had to carry out. Once I was able to diagnose the machine the technician came back out and made the repairs. I have since received 2 bills from the company when I was told it was under warranty. I have reached out several times to dispute and resolve the bill but have not been able to reach anyone that can help me. Their managment refuses to call me back to resolve the issue. Original bill was received on 1-4-23 and I contacted them on 1-5-23 to dispute it. I was told someone would have to call me back. Waited until 1-12-23 and had not heard anything so I called back and was met with the same response. It is now 1-28-23 and all i have received is yet another bill for the technicians return trip. No contact has been made from Altstadt Hoffman in regards to the bills.

  

  Business Response

  Date: 02/13/2023

  I apologize, I did not realize this was the second request from the BBB on this.  It could be possible that the first one was caught in my spam filter.  Nevertheless, we are more than willing to work to get this resolved and behind us.  There is a lot more to this situation than can be explained in an email so I am going to keep it as simple as possible.  We are very aware of a negative post that was made about our company on Facebook.  I also personally reached out and left a message for ****** assuming his number is ************.  Given everything that has gone on here I believe the simplest thing to do here is to no charge the two existing invoices and agree that our company will no longer be willing to come out and work on this unit in the future.  If this is acceptable please let us know and we will remove the charges on this account, thanks!

  Customer Answer

  Date: 02/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  We appreciate finally receiving a response, however, the proposed resolution is not acceptable. When Altstadt was initially contacted on this issue, our account was reviewed and we were told that our water heater had a 3-year labor, 6-year parts, and 10-year heat exchanger warranty. If we had been told that we were not covered under warranty, we would not have engaged Altstadt’s services in the first place. We have confirmed that the warranty described is available through the manufacturer (Triangle Tube). That said, the warranty is not transferable. If Altstadt is not willing to work on this unit in the future, we would be negating over 8 years’ worth of warranty for a unit that has already had a failure. Removing $587.05 worth of invoices is not an appropriate offset if we ended up having to replace the heat exchanger outside of warranty. Whether or not a negative Facebook post exists has no bearing on warranty obligations. We would just like the warranty to be honored as it was initially described to us, and we do not intend to use Altstadt’s services for anything other than such warranty issues (if any arise, of course).
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/10/2023

  Sorry for the delay on the response but we had reached out to ****** a couple of times and were unable to connect.  I do show now that the account has a zero balance so I believe it has been resolved, thanks.

  Customer Answer

  Date: 03/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  We have not received any phone calls or messages from Altstadt since initiating this matter. Not sure what phone number they are using but it is not the one listed on this complaint. Also, just because the invoices related to this matter were paid does not automatically mean it has been resolved. Altstadt continued to mail us invoices, knowing this matter was under discussion, and also began adding late fees and interest charges thereto. To avoid stacking up any additional fees or risk Altstadt filing a lien against our home, we elected to pay the invoices in good faith while this discussion continued. That said, we have discussed this matter with the supplier and the manufacturer of our water heater. They have agreed to honor our desired warranty directly, without the involvement of Altstadt. Therefore, we are agreeable to Altstadt's previous offer of refunding the fees incurred related to the recent warranty work (totaling $588.29) and waiving any future warranty obligations of Altstadt, as well as terminating our relationship with Altstadt entirely. We look forward to receiving Altstadt's approval of the same. 
  

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

  

  Business Response

  Date: 03/17/2023

  Yes, I have spoken to both the manufacturer and the supplier as well to try and help get this resolved for them.  It does sound like they were able to get things worked out so we will agree to refund them for the two invoices with the understanding that we will no longer be working on this unit.  We will get a check out in the mail sometime next week, thanks!

  Customer Answer

  Date: 03/20/2023

  
  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,
  
  ****** ******

• Initial Complaint

  Date:11/01/2022

  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 August 17th a technician from Altstadt Hoffman came to our home to install a new toilet. For this they charged us $189.89. Not even two months later on August 7th we had to have a different company come back to fix the toilet install because it was rocking back and forth. This new plumbing company (***'* ********) told us the original tech from Altstadt Hoffman had just used as much wax as he could and not properly leveled the toilet, therefore the original install never would have lasted. We contacted Altstadt Hoffman explaining their technician had done the job incorrectly and we would like a refund. This began what has now been a three week back and forth with someone named **** ******* and an endless list of excuses, dodged emails, and unreturned phone calls on why he could not refund the money. First he claimed he could not read the invoices he asked us to mail to him in the mail. I emailed him the invoices and had to follow up multiple times before him saying now he needs ME to contact the other plumber for a written reason on why the toilet needed to be reinstalled. All I want is the invoice I had to pay to fix Altstadt Hoffman's technician's poor work. Instead I am getting the run around and having to spend a lot of my time to get this resolved, I'm assuming with him hoping I will just give up instead of actually doing his job and helping me.

  

  Business Response

  Date: 11/23/2022

  Consumer Response I have heard from the business and the issue has been resolved.