ComplaintsforCarter's My Plumber

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 3, 2022 we purchased a gas water heater from carter my plumber. It's was $2685. This included a warranty and service annually. The unit was making a weird noise so we called them out on May 15, ************************************************************** the flue which caused the unit not to vent properly and overheat, scorching the top of the unit. At this time they told us the unit we bought was wrong and we needed to come up.with at least **** more dollars for a power vent or even more for a tankless. The unit they replaced never had an issue until it leaked. Ever since they messed with our house we have had issues. We should not be required to pay for another new unit when we had to finance the one we already had to buy. I would like them to come remove this unit, prorate a refund for the damaged unit that keeps getting worse and I would like to find another company to put a unit in for me as they clearly do not know what they are doing and are trying to now get more money out of us and in the meantime we have a damaged water heater that they won't replace.

  Business response

  01/12/2024

  Hello;  This customer complained on Yelp in November 2023. I have attached the complaint. I responded to the complaint on Yelp as well as having our Service Manager contact the customer to explain the circumstance. The water heater ventilation system was improperly installed in the initial building of the home, in which we did not do the work. We were hired by this customer to install a standard water heater, which, we completed. The water heater we installed lacked a baffle mechanism from the manufacturer, which, we installed under warranty and at no charge.

  When our manager was out at this customer's home he looked into the ventilation system further getting his ladder out and studying the path of venting. This is where he discovered the initial construction was not done to plumbing code. The water heater will not work properly because there is no vent. We have explained this to the customer. We offered to replace the water heater we installed crediting the entire amount they paid our company towards a power-vent application or a tankless water heater that will work based on the way their house was built. We have not heard back from the customer since this time. 

  Our offer to install the power-vent or tankless water heater and credit back the standard water heater installation is still available. Please let me know. 

  Thank you,  **** Carter

  Business response

  01/16/2024

  Hello; 

  This customer complained on Yelp in November 2023. I have attached the complaint. I responded to the complaint on Yelp as well as having our Service Manager contact the customer to explain the circumstance. The water heater ventilation system was improperly installed in the initial building of the home, in which we did not do the work. We were hired by this customer to install a standard water heater, which, we completed. The water heater we installed lacked a baffle mechanism from the manufacturer, which, we installed under warranty and at no charge.

  When our manager was out at this customer's home he looked into the ventilation system further getting his ladder out and studying the path of venting. This is where he discovered the initial construction was not done to plumbing code. The water heater will not work properly because there is no vent. We have explained this to the customer. We offered to replace the water heater we installed crediting the entire amount they paid our company towards a power-vent application or a tankless water heater that will work based on the way their house was built. We have not heard back from the customer since this time. 

  Our offer to install the power-vent or tankless water heater and credit back the standard water heater installation is still available. Please let me know. 

  Thank you,  **** Carter

  Customer response

  01/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  *** plumbing they say is not to code worked perfectly fine on an identical unit until they came in and made adjustments according to what they say is code.  *** credit they are offering to install a vented unit or tankless is basically $0 since I have had other companies offer me the same or better price without the so called adjustment.  *** company are scam artists and I now have a damaged water heater due to them not properly installing it the first time.  ***ir offer requires me coming up with a minimum of almost $3000. For that money I could have any other company install the same new unit they are offering but I am still out the original over $2000 I already paid them. After their repeated errors I do not trust them to complete any further work on my home and would like a prorated refund for the price of the unit and the warranty they sold me. I was also told by them on their second visit that it would vent properly as is documented in their paperwork when they installed the baffle.  Now they are saying it won't vent and it's a building code error. 
  Regards,
  
  *************************
  

  Business response

  01/17/2024

  Dear BBB;

  To clarify the customer states we did not install a baffle on the water heater unit, however, that is the manufacturer's responsibility - it is part of the water heater manufacturing. Once it was identified that it was missing, we installed one under warranty and at no charge.

  Nonetheless, no standard atmospheric water heater will draft properly because of the home's venting which I detailed in my prior communication.

  We will come out and remove this water heater and refund the customer $2,309.96 as per their request with a pro-rate of use. We will require this to be done no later than 1/25/24. Otherwise, we will replace this current unit with a 50 ************ Vent Water Heater for an additional $1394.00 with a 6 year warranty. 

  Please let me know how to proceed.

  thank you,

  ****

  Customer response

  01/19/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  Please come and remove the unit and refund the amount you agreed to in this complaint 
  
  

  Regards,

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

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called for a plumber 8/4/23. A worker from this company came at 1 PM. He briefly looked at the toilet and then looked up prices on his tablet which he showed me. It was $1000 for a replacement toilet or $300 for a repair of the present toilet, he told me., I chose the repair and asked when it could be done. He told me he couldn't do the work but someone named ***** would come at 3 PM. When ***** came I showed him two coupons. He chose the one enclosed ($100 off) and then did the repair. When he finished the repair he asked for $310 as his fee. I questioned why only $50 from coupon and $10 more than I was quoted by previous worker. ***** did not respond. I paid. On 8/7/23 I called to speak to the owner and resolve the issue. A woman named *** answered the business' phone. I asked to speak to the owner. She claimed she didn't know anyone''s name except her own. I am owed $60.

  Business response

  08/09/2023

  We are so sorry for the confusion. The coupon presented is from Mr. *********************** which, is another company. Our standard coupon is $50 off for repairs. The estimate that was presented was $310 for the toilet rebuild repair. The estimate for the toilet replacement was $960 which included a handicap toilet - elongated. **************'s that were at ************************ home, were ***** & ***. So, not sure about the names he used in the complaint. Also, we don't have a "Pat" who answers our phones. ***** was the representative on call if he did call our business. I tried to trace any incoming calls from his phone number, but I don't find it on Friday, Aug. 4th evening. 

  We have issued ******************** the $60.00 he is expecting on the **** he used to pay for his service. Please see the refund attached.

  Please let me know if there is anything further.

  thank you!

  ****

*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. ↩