ComplaintsforN.E.W. Plumbing, Heating and Cooling

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had some issue with our well which caused our water to go out. We decided to call. We spoke to ***** in the office and were assured they did well. We played in advance for the visit. On Dec. 8th a contractor came out. He then walked down looked at the pump then informed us that they did not work on a well and left within a few minutes. I called back and once again spoke with ***** who explained she was new and misinformed. She said she would speak to her boss. Nothing got done. I then called to speak to ***** who refused to refund us despite us explaining that we hired for the well. If their receptionist informed us properly then we never would have hired their service to begin with. We tried to resolve this a few times but ***** was incredibly rude and raised her voice and ***** was just dismissive of the fact this was all because their employee did not do her job.

  Business response

  12/14/2022

  We go out on no water calls quite a bit.  There are several things that could cause someone not to have water.  A bad pressure switch, a tripped electrical breaker, a loose wire etc.   We went to the job site and checked for power to the pressure switch and for power leaving the pressure switch.  We had power at both locations.  Unfortunately, in this case, we could not resolve the "no water issue".  We did provide a service by checking the pressure switch and power, so we sent them an invoice for our minimum charge. In the ****************" we are not allowed to remove the well cap and work on the submersible well pump unless we are a licensed well driller.

  Customer response

  12/15/2022

   I am rejecting this response because:

  We explained that it was the well in our call.  When we agreed to the service it was to have our well looked at not the inside things.  If the receptionist did her job and informed us properly we would have hired someone else all together. This company mislead us to what they could actually do. 

  
  

  Business response

  12/16/2022

  Many times we have been able to restore water to the house by replacing the pressure switch, resetting the breaker or some other item not related to replacing the actual well pump.  Our receptionist knows nothing about well pumps, furnaces, water heaters or any other item we service.  She just enters the work order for the technician to repair the problem.

  Customer response

  12/16/2022

   I am rejecting this response because:
  As I said multiple times we stressed it was the well not inside.  If your receptionist had explain this we would not have used your service at all. You mislead us as to what you would do for us. We were scammed by your company.  Your receptionist is at fault not ours. 
  
  

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In August 2021 I called NEW Plumbing to have a ** unit repaired, that led to a new unit being installed. In April 2022 the unit had stopped cooling. I called to have it serviced and The tech that came to service the unit stated it was low on freon and needed to have more added. July 2022 the unit had stopped cooling again. I called NEW Plumbing again and a tech came out to repair the unit. This tech again said it needed freon. He also stated it was strange it needed freon twice in less than a year of installation and it possibly had a leak and would need a dye test. Again in July 2022 I had to call due the unit not cooling and suggested a dye test be done due to what the previous tech had said. NEW Plumbing came out and administered a dye test and the results were inconclusive for a freon leak. I was then billed for this service call with a ** unit that still wasnt operational. August 2022 I called again to have the unit serviced as it still hasnt worked yet this season of 2022. I asked to speak to a manager during this call to explain how I hadnt yet had my unit in working order and its been months. He promised movement to get it taken care of that week. A week later I still hadnt heard back. I called again and spoke to someone in the office asking why I havent heard back. Eventually, a different tech was sent. The ** unit again needed freon. There was no sign of a freon leak. Another week passed and the salesman and a handful of techs came and replaced a pipe that they believed was the problem. My complaint with this company is the lack of communication to fix the problem. They added freon twice in one year and it still wasnt working. I dont believe I should have to pay for the service to a unit that was under warranty and still hadnt worked. This business has very poor customer service which is extremely disappointing considering my family has used this business for years. It took way too many calls, ****** and begging to get a resolution.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  they came to fix my mother's clogged sewer line that is 60 ft long. fist machine they went 100ft and didn't fix it then brought 1 that went 150 ft didn't fix it. charged me 5 hours labor . didn't fix it came back after leaving my mom with no working sewer for 5 days finaly came back with ****** and that fixed it. Sent me a $1000 **** . I believe they r taking advantage of an old lady. I called them 2 discuss the **** and owner isn't man enuf 2 talk 2 me on phone ************

  Business response

  02/15/2022

  Due to sickness and scheduling issues i was finally was able to set down with the plumber that was at the job for your mother and review what transpired.  We came out on 1/25/22 and used our sewer machine in an attempt to clear the sewer line.  We were pulling roots out of the sewer line but the cable on the machine continued to wind up on itself because of the roots, grease and paper in the sewer line.  We returned to the shop and picked up a larger sewer machine.  This sewer machine not only has a longer cable but also has a larger diameter cable that makes it stiffer.  We used this sewer machine to continue to clear roots out of the sewer line.  Our office called our plumbing on 1/25/22 to see how he was coming with this job.  He informed us on what was going on.  We told him based upon the information he provided, that it was going to take our ************************* to clear the tree roots, grease and paper out of the sewer line.  Our ************************* requires high pressure water to clear the sewer line.  We returned as soon as possible with our ************************* to clear the sewer line. 

  Based upon our discussion I think we would proceed the same way in the future.  We did not create the problem with your mother's sewer line, we only came out per your request to clear the sewer line.  We have no way of knowing what is plugging the sewer when we arrive.  We always use the smaller sewer machine first, then the larger sewer machine, and finally the ************************* if the other machines fail.   I understand that the **** was high, but we also spent a lot of time on this sewer.

   

  The bottom line is, what do you expect from us?  Please let us know and we will take it under consideration

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