ComplaintsforDauenhauer Plumbing / Heating & Air

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was having problems with my air conditioning which was running constantly and could not be regulated nor turned off. I called Dauenhauer and a technician came out and gave me the diagnosis of a bad Accuator (**** valve) and it would need replacing. That diagnosis cost me $100. I waited for a couple weeks to call and set up for the work to be done. I waited another couple weeks until my original tech could do the work not wanting to go thru reexplaining the problem. My technician came out to do the repair on 6/25/24. After he completed the work, a 40 minute job, he confirmed the price $657. He had quoted me this previously but I thought the job would be more involved even though I felt the price was quite excessive for a part and 40 minutes work. I put the cost on a charge card. I called several times to their office wanting an itemized bill showing the part’s cost and the hourly cost. After several calls not being returned I finally got to speak to *****, customer service person. She first said she had contacted her HVAC manager and he said that was the correct pricing. That is not an itemized explanation. She then held me off for a couple days then texted me and told me that ****** (?) would call and explain. That was on July 2nd. I just want an explanation of why this service is so high and not a “just because that is the charge”. I feel I am entitled to know what part was replaced and the cost as well as their hourly rate for service. I have paid their bill, now I want an itemized explanation…That is not too much to ask. I was never offered any discounts as other first time customers have told me they were offered Very low quality customer service in this business. Still waiting for a call back from someone. Could you please help me resolve this. Not contacting a customer with concerns is not a good practice. Thank you.

  

  Business response

  07/16/2024

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the delays and any frustration this has caused. Please be assured that we are committed to resolving this issue promptly.
  Our customer relations manager has been actively working to gather the necessary information after consulting with our managers. Due to their commitments to other customers and jobs, it sometimes takes a few days. However, we want to assure you that we never intentionally put you off.
  Our pricing is straightforward and prebuilt into our pricebook, as ****** explained over the phone. You were provided an estimate with pricing before the job was done, and you accepted the estimate at that time. We understand that you seek a detailed breakdown of the charges, and while this is not our usual practice, we are diligently working to provide this for you.
  Additionally, we will review our customer service practices to ensure prompt responses to customer inquiries in the future.
  We also apologize for not offering you any discounts as a first-time customer. We will review this matter internally to ensure consistency in our customer service policies.
  Thank you for your patience and understanding. We value your business and are committed to resolving this issue to your satisfaction.
  Best regards,

  Dauenhauer Plumbing, Heating and Cooling 

  Customer response

  07/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  To the Dauenhauer Company,

  How much time does it take to make a call to say to a customer you are working on solving a problem?  Now I am upset that this has been passed down and ignored.  

  ***** would not return my call but instead texted that ****** would call me.  Days and now weeks have passed while you are “actively” gathering information.  I have requested from Dauenharer an itemized number and cost on a part and an hourly work charge.  This is not rocket science, very simple and straight forward. Your TV ad says you offer “transparent pricing”.  I am asking for transparency.

  Your pricing is not straight forward and what exactly does “prebuilt” mean?  If a part costs $150, do you charge $400 for that item?

  Yes I agreed and yes I paid the $100 plus $657 for a 40 minute job.  I feel this was excessive unless you show me otherwise with honest information that I have not been overcharged due to any prebuilt pricing.  Your company does a great deal of business both with our condo association and individuals in this community.  It would be in your interest to be fair and upfront with your work and your charges.  This could have been resolved with a call from management with an explanation. 

  I am in a customer service position with my company and I must say that your communication and customer service has been very disappointing.

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

  

  Business response

  07/18/2024

  Thank you for reaching out with your concerns. We appreciate your feedback and the opportunity to clarify the situation.
  ****** has multiple levels of communication as she interacts with many customers throughout the day. She has spoken to you more than three times and relayed the information given by our managers regarding your request. Our prebuilt pricing is derived from our price book, and we do not arbitrarily decide what to charge each customer. For instance, when we change out an actuator, the technician selects the corresponding item from the price book, and we charge accordingly, as ****** has already explained.
  Regarding the delay in communication, it is the height of summer, and our managers are out on jobs and extremely busy. This is why I have been in contact with you. Unfortunately, you were dissatisfied with my response and are seeking a different answer from another manager. I want to ensure you that the information provided remains consistent across our team.
  To address your specific concerns:
  The time taken to make a call: We understand the importance of timely communication. However, due to the high volume of work during this season, our managers are often out on jobs, which can delay our response time.
  Pricing and transparency: Our prebuilt pricing means that we use a standardized price book to determine costs for parts and labor. This ensures consistency and fairness across all our services. For example, if a part costs $150, the price in our book includes additional factors such as procurement, warranty, and overhead, which may result in a higher final price.
  The charges for your job: You were charged $100 plus $657 for the job. This pricing includes not just the labor and parts but also the expertise, warranty, and service quality we provide. We assure you that our charges are in line with our pricing structure and are not arbitrary.
  Thank you for your patience and understanding.

  Customer response

  07/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Enough of this he said she said about how busy your customer service department is or is not.  I know you are a service provider and I know you are entitled to make a profit.  I am the customer and I am entitled to know exactly what I am paying for the services you provide.

  You could tell me $950 is the “available pricing” and how am I to know whether this is inflated and excessive?  I am asking your company to explain to me how the cost of a part and 40 minutes of work could possibly be that expensive.  I am asking for an itemized receipt.  It is because you have been reluctant to provide this information that I feel I have been taken advantage of.  If this is true and it happens to me, I am sure I am not alone.

  I am requesting that BBB mediate this conversation.  They have all the information from me that is necessary.  I have been honest with my concerns and my request.

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

  Customer response

  07/25/2024

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

  Enough of this he said she said about how busy your customer service department is or is not.  I know you are a service provider and I know you are entitled to make a profit.  I am the customer and I am entitled to know exactly what I am paying for the services you provide.

  You could tell me $950 is the “available pricing” and how am I to know whether this is inflated and excessive?  I am asking your company to explain to me how the cost of a part and 40 minutes of work could possibly be that expensive.  I am asking for an itemized receipt.  It is because you have been reluctant to provide this information that I feel I have been taken advantage of.  If this is true and it happens to me, I am sure I am not alone.

  I am requesting that BBB mediate this conversation.  They have all the information from me that is necessary.  I have been honest with my concerns and my request.

  Sincerely,

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

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/24/24 Plumber from Dauenhauer came out to repair our bath tub faucet that would slowly run even when turned off. Plumber immediately wanted to cut the handles off because he couldn't get them unscrewed. I didn't let him cut off the handles and showed him how to get them off. He said we needed new stems.Quoted $500 something for all new handles and stems which is extremely high then quoted $330 something for new stems which was also extremely high.He put new stems on in about 5 minutes but couldn't get the original handles back on. Told me to **** *****, buy new handles and screw them on. Left our house with a "completed" job with stems sticking out of the wall, large holes and no handles and instructions for how I could install that evening. It is our only shower for 6 people. I went to **** ***** (**), bought handles and came home, they didn't work. Returned them to **, brought original handles to Lowes, bought more but didn't fit. Called company, they said they would have him contact me that evening, he texted and sent me a picture of a kit I needed to buy from ***. that included the stems I already paid him to install. Called company next AM they sent someone out to "fix" it over Memorial Day weekend. Guy found handles that fit but the original pieces that go on the wall between the handles and the wall didn't fit so he put the handles on with holes in the wall behind it that water would drip in every time we showered. Said water going in the wall wouldn't cause mold. Considered job completed. Still left shower not functional since water continuously dripped in to the wall when showering. Also left a big mess. Called 4 times,2 times to speak to a manager for a refund plus payment for money I had to pay another plumber to fix it their job but no one has returned my call. Had to pay another plumber to come fix what Dauenhauer did and make the shower work again.Other company replaced original handles with original handles and fixed the shower properly.

  

  Business response

  06/12/2024

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We have received your message and take your feedback seriously.
  I want to assure you that I am currently discussing your complaint with our management team to thoroughly understand the situation and find an appropriate resolution. Your experience is important to us, and we are committed to addressing your concerns promptly and effectively.
  We appreciate your patience and understanding as we work through this process. I will keep you updated on the progress and will reach out to you with further information as soon as possible.
  If you have any additional details you would like to share, please feel free to contact me directly at *************
  

  Thank you for your understanding and cooperation.
  

  Sincerely,

  Dauenhauer Customer Relations Manager 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid almost $4000 to dauenhauer only to have to call another plumber to get my leak fixed. They came out 4-11 and i was referred to american leak detection. I paid $697 to have them locate a leak. That repair was completed 4-11 $2200 (very top of my estimate). We could still hear a leak and had to call american leak detection again and pay a second time. I was given a 10-5 window 4-26 because it was a jackhammer job- someone called at 3 and told me I was i was misadvised and that was for a quote. They quoted me $2200 once again. The second tech came out 4-27 after paying for 3 hours of labor, I was charged $597 and was left with a huge hole in my floor and told to call american leak detection back. I was able to hear the leak and feel moisture and I moved rock myself and found the leak. I was charged an additional $1205 after being told I was getting a discount. I was later sent an invoice that was less than what I charged. That night the floor by the first leak was hot and I called back and was told that they would email a mgr. The next am there was water coming up from the spot where they filled the area with concrete.After 5 calls asking for a manager, I was connected to ****** who promised me a bill adjustment. i was also told a manager would be out that day with the tech. That never happened. I have called her back several times with no answer or return call. The tech came back that day and fixed the leak and pressurized the lines after I asked -(was not done the other 2 times) and there was another leak. They left with another leak in the first area and a huge hole in my floor I refused to pay them again and was told i would have to run all my plumbing up through my walls for another $4k. I feel like I have completely been taken advantage of and no one cares. I wish I would have looked at the yelp and bbb reviews before I called them. I was also told by my ins co that they have several other claims like mine where the customer was left with a mess.

  

  Business response

  06/05/2024

  Hello *******, we apologize for the ongoing inconvenience you've experienced with your plumbing repairs. We understand your frustration, and we appreciate the opportunity to address your concerns. Our records indicate that you have contacted us multiple times regarding your plumbing issues, and we have responded and addressed each situation as it arose. We recognize that with older piping systems, repairing one leak can unfortunately put pressure on other areas, potentially leading to additional leaks. This is a common occurrence with aging plumbing infrastructure and can complicate repair efforts. Regarding your specific situation, we acknowledge that ****** informed you of the managers' suggestions, and you expressed your desire to speak with a different manager. Subsequently, our excavation manager contacted you and provided a detailed explanation of the circumstances and the necessary steps to resolve the issues. We also apologize for any miscommunication and delays during the repair process. Our goal is to provide effective and lasting solutions, and we are sorry to hear that this has not been your experience. To address your immediate concerns: Billing Adjustments: ****** mentioned a bill adjustment, and that’s when she involved the Excavation Manager- Due to the severity of the old pipping we could not take off any more money at that time due to the time we spent repairing the leaks at hand. Manager Follow-Up: We apologize for any delays in managerial follow-up, Our Excavation Manager did call you and sent a tech back out the same day. We do Apologize that our manager was not able to make to your property with the tech as he was already on another project.  Please feel free to contact us directly if you have any further questions or require additional assistance. Thank you for bringing this to our attention.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  February 15, 2024 After an hour or so under my house **** told me I had to pay then, using their credit card reader. I assumed that he had found the problem by this. He said a number of something over $200 to replace both elements, but said he could replace the thermostats for about $200 additional to make it like new. I SPECIFICALLY REFUSED THAT!!! When they left, **** said it would take an hour to get any hot water. I know better than that! After a few words were exchanged and I ********** ** **** *** ****** (see attachments), he left. IT is an important fact that the water heater STILL didn’t work when he left, despite his having replaced the thermostats against my stated wishes. The next morning I repaired it by replacing a blown plug fuse. I realized later that this was in the disconnect box by the heater that he would have turned off to work safely on the wiring, yet he didn’t open the cover to see the fuses, one of which was blown and was the ONLY cause of the original outage!!! Now I learn that I was charged $494, since he replaced the thermostats as well DESPITE THIS CUSTOMER’S SPECIFIC WISHES!!! Despite my signature on the invoice, I DID NOT authorize the $494 charge. I DID NOT SIGN THIS COMPLETED INVOICE! He also claims that he “tested”. What does that mean? The ONLY function of a water heater is to deliver hot water, so that was a LIE! Since this experience, I found the receipt for buying the water heater, which was installed October 2022. Now it has new elements and thermostats, replacing THE ALMOST NEW ORIGINALS! I agreed to pay $250, an estimate since I had seen NO prices! I will fight your attempts to get the rest from me, whether it’s BBB or small claims court. Ironically, I had called the plumber because my mobility is limited by an injury and the crawl space is cramped. Nevertheless, I did so, and I made the repair, that had NOT been fixed for the $494.00 I have now been charged!!!

  

  Business response

  05/24/2024

  Dear ***** ******* 

  
  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience you experienced. Please be assured that we processed a refund of $250.00 on April 2nd, 2023. If you have not seen this reflected in your account, please let us know, and we will investigate this matter further.
  

  Your feedback is valuable to us, and we are committed to ensuring your satisfaction. Should you have any further concerns or questions, please do not hesitate to reach out.
  

  Best regards,

  Dauenhauer Plumbing, Heating and Cooling 

  Customer response

  05/30/2024

  
  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,
  
  ***** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had them replace a bath tub faucet system and they cut a large hole in the drywall in the bedroom to access the fixture & did not repair it. Contact with the company has been very poor!!

  

  Business response

  03/19/2024

  Dear ****** ******,

  We are writing to acknowledge receipt of your Better Business Bureau complaint regarding the recent service provided by our company. Firstly, please accept our sincere apologies for any inconvenience or frustration this situation may have caused you.
  
  We understand your concerns regarding the incomplete repair work after the replacement of your bathtub faucet system, specifically the unaddressed access hole in the bedroom drywall. Please be assured that we take all customer feedback seriously, and we are committed to resolving this matter promptly and to your satisfaction.
  
  At present, our management team is actively reviewing your case and working diligently to process the necessary repair or address the access hole accordingly. We are dedicated to ensuring that our customers receive the quality service they deserve, and we regret any miscommunication or inconvenience you have experienced during this process.
  
  Regarding the perceived poor contact with our company, we apologize for any difficulties you may have encountered in reaching us. Rest assured, we are committed to improving our communication channels and ensuring that you are kept informed throughout the resolution process. Our Team will be reaching back out to you today to get your repair scheduled. 
  
  We appreciate your patience and understanding as we work to rectify this situation. Our aim is to restore your confidence in our services and to ensure that you are completely satisfied with the outcome. 

  Once again, we apologize for any inconvenience caused, and we thank you for bringing this matter to our attention.

  Sincerely, 

  ****** ****** 

   

  Customer response

  03/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: the tech could not fix the problem! The access panel he had was not large enough! He said that ********** does not due drywall repair!
  
  Sincerely,
  
  ****** ******

  

  Business response

  03/28/2024

  Dear ******* 

  I hope this message finds you well.
  
  We sincerely apologize for the inconvenience caused by the awaiting of the drywall repair issue you've experienced. Our team is fully committed to resolving this matter promptly and to your satisfaction. We have attempted to reach out to you via voicemail to discuss scheduling the repair at Dauenhauer's expense. We understand the importance of addressing this issue promptly, and we want to assure you that we are dedicated to getting it resolved as soon as possible.
  
  Please let us know the most convenient time for you, and we will do our best to accommodate your schedule. You can reach us at [phone number] or reply to this email with your preferred time slot.
  
  Again, we apologize for any inconvenience this may have caused, and we appreciate your patience and understanding as we work to rectify the situation.
  
  Thank you for choosing Dauenhauer, and we look forward to hearing from you soon.

   

  Sincerely, 

  ******

   

  Customer response

  03/29/2024

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On a February of 2023 I had a problem with my furnace heater, I called a Dauenhauer company. They came and told me the furnace is old they can fix but it will break again better to put new one it cost me $4500. After couple month the weather got warmer, we turned AC on. After couple days AC wasn't blowing we called AC technician he did not find any problem the tubs was freeze he told us usually doing this when freon is low but is showing normal but he is gonna full it any ways, and he did. After couple day it did same thing freezing all the way to the AC radiator I called again to AC technician, again they don't know what is going on they told me may be problem is inside AC or radiator they have to change hole system and I paid $5,500 to install new AC with all systems. After few days it did same thing I called AC technician they came the freon was full everything was good bur it freezing they empty freon and full it again after few days it did same, I called AC technician finally they find out problem is not AC problem coming from furnace not blowing fast enough that is why the AC is freezing then I called Dauenhauer to come and check they came and confirmed yes blower is at the low speed and they speed up after 3 or 4 days later the AC freeze again, now I know the problem I called Dauenhauer they speed up again after few days AC freeze again. Then I called AC technician he came put furnace blower on fastest speed after I have no problem with AC . That means since beginning I did not have AC problem I had a Blower problem the Dauenhauer technicians knew my house size because they asked me and they tolled me all ways they put furnace depends the size of the house. That mince I paid $5,500 for AC change for no reason my AC was working. Since then I am asking ***** manager of the Dauenhauer phone # 502-744-5179 to refund me $5,500 or open a claim on there insurance to investigate he is doing nothing. I went to the address many times he is doing nothing.

  

  Business response

  01/16/2024

  Our HVAC manager filed a claim with this customer's insurance company, per the customer's request. His furnace went out and we replaced his furnace. Later In the year the customer's A/C was not working correctly. Per the customer, this was related to the furnace installation, which was not correct. The customer also had another company inspect his unit, and the 2nd company agreed that the A/C issue was not related to the work we did previously. 

  At this time, there are no refunds owed or due.

   

  Customer response

  01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:This guys are liars , after I went to there address 3 times , 1 time each month that means I was asking them for 3 month to refund or open a claim under there insurance to investigate and resolved a problem. they did not do anything to resolved the problem, then I open a claim under my own home insurance and they give me only $1025 and I asked ***** to cover rest or at leased cover my balance to ******** that they offered me this finance company it was around $3000 .For the proof of is there fault is the technician guys from  dauenhauer heating and air came 2 times to speed up the blower my new AC still was freezing same as a old one after 3rd time putting the blower on highest speed the freezing problem is gone. I attached a Screen shots from my phone When I find ***** cell number from ******** she is working for dauenhauer heating and air too, her phone # *************
  
  Sincerely,
  
  ***** *****

  Customer response

  02/07/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Regards,

  ***** *****

• Initial Complaint

  11/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 7th, 2023 I was charged $1685 for plumbing services related to a leak in the basement of my home at **** ******** ***, Lexington KY *****. What transpired is a series of actions that didn’t result in the leak being fixed. The first technician erroneously misdiagnosed the issue is a leaking hot water heater which was replaced (still under warranty). I noticed water leaking still on August 9th and called the company. They sent a separate technician and after conferring with the first, misdiagnosed the problem as being water that was flowing back from the previous problem. I again called the company the afternoon of August 9th to state that there was a substantial influx of new water leaking. I was able to find the leak on my own as being a cracked PVC pipe at 90 degree elbow joint in the vicinity of the hot water heater. I had the third technician try to diagnose the leak before I told him where it was. The subsequent fix took some PVC pipe glue and all of 10 minutes. The egregious over-billing for hours of work and a hot water heater replacement was unnecessary. The company says they don’t have itemized billing for that price threshold. I eventually spoke to the regional manager and we came to an agreement for a refund. That never happened. When I contacted the company today, eventually I was informed that they just received the paperwork from the regional manager to process the refund. I believe they had no intention of ever processing the refund had I not contacted them. I was unable to dispute the charge with my credit card company, as the 60-day limit had already passed. I believe that was intentional on the company’s part. The said it might take a while to refund the money, but months have passed and left me outside the window to dispute the charge. I believe that after all the hoops I had to jump through to talk to layers of managers, ultimately the company has no intent to make things right with their customers.

  

  Business response

  11/16/2023

  We would like to apologize for the delay in this customer receiving their refund. It has been processed and the customer should receive it very soon.

• Initial Complaint

  06/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  2/24/2020 Dauenhauer installed new HVAC. Been a VIP service member since. 5/23/23 A/C not working. Dauenhauer serviced by “had to bypass the core sensor to get unit running”. 5/25/23 call to Dauenhauer to question this work. They to have ****** ***** call me back. Heard nothing. 5/26/23 called again. They will have ****** call me. Nothing 5/31/23 called 3rd time. Will have ****** or ******** call me.NOTHING System is working, but I have concerns about work performed. What is the core sensor that was bypassed? Since manufacturer included this part it must serve an important process in operations. 6/9/23 sent certified letters to Chris LeBouef CEO,; ***** ******** President; ****** *****, Service Manager; ***** ****** Service Manager detailing all of the above information, also included the 5/23/23 invoice copy and notes relating to phone calls. As of today 6/28/23 I have heard nothing from any Dauenhauer representative. I have canceled my monthly VIP Service payments, until this is resolved. I am not satisfied with their service.

  

  Business response

  06/19/2023

  One of our HVAC managers has spoken with this customer and provided information that the customer indicated was satisfactory.

  Customer response

  06/21/2023

  
  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,
  
  *** *******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We reported to the company that the toilet was running constantly and water was leaking from the base. On 5/30/23, the technician came out and replaced the wax ring. The next day, we called to report that the toilet was still running and that there was water on the floor again. Technician called to say he was on his way and said that there was probably a leak in the porcelain and that it would cost over $700 to replace. Also told us that we could go to Lowe's or Home Depot to get one and he could install it. We decided to have Lowe's replace it because it was less expensive. We called Dauenhauer to request a portion of our money back since it wasn't fixed and got a text (not a return phone call) saying that their recordings don't have us mentioning that it was still leaking and we would not get any of our money back. Obviously we HAD mentioned it or why else would the tech say that it was probably a crack in the porcelain? Also, when having the new toilet installed, we discovered that the new wax ring installed by Dauenhauer had slipped down the drain pipe and this is why it was leaking again. I don't believe that their recordings covered the whole conversation. We do not have issues with the technician, we have issues with the management who refuse to do the right thing for a customer in this situation. We lost $267 for a toilet that wasn't fixed properly. All we ask for is our money back since it wasn't fixed properly and were advised by the technician to get a new one, which we did.

  

  Business response

  06/12/2023

  I have listened to the calls that were made about the toilet. Originally, the issue was a toilet that was leaking at the base. Our technician came and when he left, after replacing a rubber seal with a wax seal, there was not further leaking. The second call was reporting that the toilet was running off and on, there was nothing indicating that the toilet may be leaking again. I am authorizing a partial refund of $50.00 as a sign of good faith.

  Customer response

  06/12/2023

   
  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,
  
  ***** *****

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** ******* 1 review just now NEW Critical: Professionalism, Quality We had a shower cartridge go out which caused us to have to shut off the water to the entire house. Had them come out to repair so we could have water with 2 small children. The plumber argued with me about the cost of after hours from what Customer service quoted. He did not have the parts to repair the cartridge and went to Lowes to get what he needed. He came back to do the repair and dropped a pin in the wall. Went back to Lowe's and returned to say they did not have the part and would have to return the next day. He called the following morning to say it was completed and need payment. I had a call in to Customer service and he ended up hanging up on me. Customer service made an effort to make things right. However, we have discovered that it was not installed correctly and the water when faucet is turned past what should be the stop point the water turns back on. In addition since this supposed repair has been done we have had a loss of pressure in our water line. When showering if anyone turns on elsewhere in the house the pressure will drop. We did not have this problem prior to the supposed "repair"!

  

  Business response

  06/08/2023

  One of our managers has spoken with the customer this morning. We are providing him with a full refund and have set an appointment for the tech to adjust the cartridge and look into the pressure lost the customer was saying that is happening for NO CHARGE. 

  Customer response

  06/08/2023

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

  
  

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