ComplaintsforLegacy Air

• Initial Complaint

  10/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I scheduled an appointment with Legacy Air, LLC to put in a Gas line in for a Tankless Hot Water Heater and Ventless Fire Place several weeks in advance. On the day of the appointment they canceled and rescheduled several times taking several more weeks before arriving at my home. They completed the job and advised me that while they were down there that they knocked down a drain line that went from my kitchen sink to the septic tank but they put it back together. Their main Crew Foreman ****** ***** told me that it appeared to him that the the drain line was not bonded together before. A couple of weeks went by and I was placing *** Line under my home to begin pluming the Water Heater. That is when I observed several gallons of water pooling up under my house where the Drain line was knocked down. I called the owner and asked if they could help me get the water out of the crawl space. ****** told me it was not his problem and hung up on me. No one will answer my calls now.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/10/26) */ In response to the complaint by Mr. *********: Our guys were working under his house running a gas line and bumped against the sink drain and it came loose (it was not broken, simply came apart because it either hadn't been glued, or the glue had deteriorated). They put it back together and while doing so, noticed that there were other plumbing fittings that may not be glued as well. ****** informed the homeowner of the possible issues with the pipes and advised that they needed to be glued so they did not come loose again. We are not plumbers, so we are not equipped (or licensed) to take care of such plumbing issues. As for the issue of water under the house, it was very wet under the house when the gas line was being put in. The techs had to change clothes after coming out from under the house before they could go on to the next calls because they were caked with mud. Mr. ********* did call about three weeks later and ask about getting the water out from under the house. He was advised that we did not have any kind of pump or way to get the water out from under the house, but if we could find one we would gladly help him out. Mr. ********* was also given names and numbers for local plumbers that could do the job properly, but wanted Legacy Air to pay the bill for the repairs. Now, to address ****** hanging up on Mr. *********...yes, ****** did hang up the phone because he felt that Mr. ********* was calling him a liar about how wet it was under the house when they were installing the gas line. It was not professional, but he felt that the conversation could only get more heated, so it was best to just end the call to avoid emotions flaring and things being said that shouldn't be said. ****** was not sure where all the water was coming from (ground water or plumbing), but still got the gas line installed and they all came out extremely muddy. Mr. ********* seemed to indicate that it was not already wet under the house and the water could only have come from something Legacy had done. ****** informed the *********'s about the plumbing problem when he discovered it as a courtesy because it was the right thing to do. He could have chosen to not inform him about the plumbing and just let him discover it on his own, but that is not how we operate. Mrs. ********* called and we returned her call to discuss the situation. After that discussion, we were under the impression that the matter was resolved. We respect and appreciate the *********'s. They have been valued repeat customers and we feel that this was a misunderstanding that undoubtedly could have been handled better at some points, but in the end, we are not plumbers and only advised of problems we discovered. If we had broken something we would have no problem paying for repairs, but that was not the case. Also, to address the rescheduling, we did reschedule due to rain a couple of times and once was rescheduled by Mrs. ********* because she could not be there when we were going to be coming out.

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