Complaintsfor128 Plumbing, Heating, Cooling & Electric

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  128 is refusing to correct their installation error at no cost to me. On 8/26/22, 128 installed a new ** condenser at ************************************************************ (project number: ********). On 11/02/22, a licensed home inspector stated in regard to the condenser installed by 128: "The condenser is not level. This can result in poor performance and/or wear to the unit. Leveling the slab and condenser now before using this new unit will prevent damage to the unit. Do NOT use this zone until that correction is made." An HV** technician who came to my home to provide an estimate on installing a humidifier also agreed that the condenser is not level and needed to be leveled. Now that summer has arrived, I have contacted 128 asking them to remedy their installation error and level the condenser. Instead 128 is denying responsibility for the condenser not being level. They are claiming another HV** company must have tinkered with the system (which is false) or the ground must have shifted (which is not true since the other condenser is level). The inspector documented that the condenser was not level on 11/2/22, two months after 128 installed it. It beggars belief that the ground would shift in 2 months yet not affect the older condenser next to it, which is still level. 128 claimed to have photos they took at installation proving that the condenser was level but refused to show me the photos. The condenser is located outdoors in a publicly accessible area, so there is no valid reason 128 cannot show me the photos proving that the condenser was level when 128 installed it.I am unable to run the ** in half my house because 128 is playing games avoiding fixing their own error.

  

  Business response

  07/14/2023

  Well, it is important to note that we did not deny service.  However, our contract was not with Nurit, so we set a basic expectation like we do with every new customer is that we charge $89 to come out and evaluate the problem.  If the problem was deemed an installation error, we would be more than happy like we always do to remedy it and waive the $89 even if it was with a new homeowner.  We don't charge $89 in advance prior to arriving, so we just set the same expectation we do with everyone.  The same service offering still stands.

  Customer response

  07/14/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  When I spoke to 128, I spoke to a woman named *****, I believe, and she stated that 128 had proof (i.e. photos) that 128 had leveled the condenser upon installation, but 128 refused to show them to me. 128's position was that the only possible way the condenser could not be level is that the ground shifted after installation or that someone else tinkered with it, meaning that they are denying responsibility, and that I would have to pay for the condenser to be leveled. Given that ************************* my interaction with them, I have zero confidence they will accept responsibility for their incorrect installation which was documented by a licensed home inspector 2 months after 128 installed the condenser, so there is no reason for me to pay $89 so they can concoct a story to evade responsibility. Furthermore, there is no reason 128 can't email me the photos supposedly proving they installed the condenser correctly, since the condenser is outside in a publicly accessible area. At a bare minimum, 128 should show me their "proof" that they installed the condenser correctly.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Nurit

   

   

  

  Business response

  07/25/2023

  We have uploaded a picture of the level condenser on day of installation.

  Customer response

  07/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  128 claims to have uploaded a photo showing that the condenser was level when installed, but I do not see any such photo, and the BBB confirmed that they did not receive a photo from 128. Can 128 please email me the photo at ****************** or contact the BBB to find out how to upload photos?

  
  Regards,

  Nurit

   

   

  

  Business response

  07/31/2023

  We emailed the attached picture to *********************** and received the response below along with a picture showing the condenser and a level reading "0.6":

  "Thanks for emailing me the pic of the western side of the condenser. There is no level pictured indicating that the condenser was level. It does appear level along the north-south axis when eyeballing it, but I have attached a similar picture of the western side of the condenser with a level indicating that it is slightly off level in the north-south direction even though the condenser looks the same as when it was installed by 128.
  
  However, the condenser has two axes on which it needs to be level. the pic you gave does not show the perspective from the southern or northern side of the condenser so we can see if it was level in the east-west direction, and the main problem is that the condenser is not level in the east-west direction. Can you please send a pic showing this?
  
  Thank you,
  ***********************"

   

  We would need to send out a technician for the $89 evaluation to ensure the condenser is safe to run in it's current state.

  Customer response

  07/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am not paying 128 a fee to fix their incorrect installation. When a contractor installs equipment incorrectly, it is the contractor's responsibility to fix it at their own expense. 128 installed the condenser without using a level to check that it was level, which is negligent. 
  
  FAQ
  
  Regards,

  Nurit

   

   

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  01/24/23 and 02/10/23 the Company took $600 for installing new toilet. The first installation was incorrect. The toilet was 4 and 1/2 inches from the back wall. There was no space in front of the toilet because the radiator was. They did new measurements, removed the above and installed new one, after my conversation with the Manager, ******************. He promised to replace the above with a new one. On Feb.10/23 the new toilet was installed. It was not better than previous, again very close to the radiator. Toilet factory instruction indicated that the gap between back wall and installed toilet should be about half inch. Still it was 2and a half inch to the back wall. The shape of the toilet was elongated. One had to seat on the side of it to accommodate legs. There was no other position to use it. This toilet was not promised 14 " rough-in but only 10"-as previous. The Company never gave me estimated price, invoice or bill in writing, despite I asked for it in email. I had no warranty for the labor and the toilet. I asked another Company for the replacement I paid them and received correct size toilet, written warranty and other documents. They made written statements that the toilet installed by "128 Plumbers" was not installed according to the Code . It was also not 14 but 10 inches rough in. On 3/15/23 I informed in writing the "128 Plumbers" that they may collect it at any time convenient to them. They did not respond. I want the Company to return $ 600 because the results of their work were not acceptable. My email to *************************** asking for the above from March 15/23 was not answered.Plese help. Sincerely, *********************************

  

  Business response

  04/26/2023

  ***** to this complaint our company has spent significant time regarding service matters for ******.  It began on January 24, 2023 in which a service visit resulted in acceptance of several plumbing repairs including full service toilet replacement and repairs along with lavatory sink repairs.   Over the net several weeks, our field and office staff has spent several visits and conversations all in an effort to deliver a satisfactory outcome.  In regards to this situation our plumbers have been on site on four separate occasions and our office team has fielded over a dozen phone conversations.  The theme has been the customer suggestion, the acceptance of the work, and a follow up discount request afterwards.  In summary, we have been in stride every step of the way with continuous visits, conversations, change orders and toilet models all in an effort to provide a satisfactory outcome.

  The challenges in regards to this scope of work were attempting to meet the previous dimensions of a comfort height elongated toilet with todays newer make, models and dimensions.  This was also an older home with a radiator installed directly in front of the toilet.  We made our best effort to meet the requested dimensions and features of the toilet within the restrictions of the radiator.

  In regards to the additional commentary added in this complaint.  We now learned that ****** purchased his own toilet and had another company install it, which is excellent.  However, the specs of this toilet were not the requested specs originally discussed and agreed upon.  Meaning that the scope and request has changed from the previous visits.  

  In summary, we are happy that ****** was able to purchase his own toilet and is satisfied with its performance. 

  We will be reaching out to make the final refund for *************

   

   

  Prior to this review we have provided and completed many services, visits, and
  discounts to *************************************. In regards to this matter, the following chain of events has
  occurred.

  
  On January 13th ************************************* called in to schedule a visit from a plumber to
  fix the flushing system in his toilet as it is leaking. On January 24th the plumber arrives at Mr.
  *********** home, and sells an estimate totalling $2,845.78 to complete the job at hand (new
  toilet installation and additional tasks). A different plumber returns a few hours later on January
  24th to perform the toilet replacement and install new water shut offs. At 3pm once this
  installation is complete, ************************ speaks directly with the plumbing manager, the scope
  of work is revised, and the cost of the toilet replacement, toilet supply, and valve replacement
  are discounted for customer service reasons ($346.78 or 22%).
  On January 27th the plumbing manager talks directly with ************************ and they
  discuss each of his concerns that were outlined in an email in regards to toilet length and
  installation. A follow up appointment was scheduled with a plumber to go back out, assess the
  toilet we had installed, and order a new toilet that would meet Mr. *********** requirements.
  ************************ continues to push the cost of the service. The plumbing manager discounts the
  service again, now from $1,200 to $600. On February 7th a plumber returned to Mr.
  *********** home to install the new ***************** toilet. The plumbing manager speaks
  directly to the plumber on site after the installation, and the plumber confirms that Mr.
  ********** is satisfied with the new installation. On March 6th the plumbing manager calls Mr.
  ********** for a final time to confirm that the work and price are both acceptable.
  The above is a summary of our relationship with ************************ in regards to the toilet
  installation he is referring to in his review. He confirmed multiple times that the cost and service
  all met his requirements and that he was satisfied with the completed job both via phone and in
  person with the on site plumber.

  Customer response

  05/04/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I disagree with their response.
  
  ***********, represented by the Manager ********************************* for 3 full months was keeping my Credit Card  $ 600 for the job which was never done. Money cash advanced from my **** Card cost  *****% per year.  But I do not demand this payment.
  The first installation was on 1/24/23 done by the technician, who demanded $1450 for the job he did incorrectly. It was market value for installing 2 3 toilets.
  He did extremely dirty job we had 4 hours clean our house removing soil and street salt
  from the hall, stairs, bathroom and our parquet floor.
  
  We could not ask for removing wrongly installed toilet, because we could not be left with the open pipe in the bathroom floor, emitting toxic and explosive gases.
  Bad installation was obvious it was not following instruction from the toilet factory but also was  braking the **************  248 CMR  rules  PRINCIPLE No. 19 , and 10.10,-the rules of installation plumbing fixtures .in a manner with respect to clearances for spacing and accessibility for their intended use> It was MALPRACTICE.
  I had tel.  talk with *****************, who promised new installation following all the above rules.
  He did not fulfilled his promises Again new toilet was not possible to use His measurement
  
  were not taken into account. New toilet did not fit to my small bathroom. New company, hired for the THIRD installation confirmed my opinion in writing. So from January till March 7/2023 we practically had no toilet on second floor.
  
            7} *********** never consulted with me, what model of the toilet they will install. I trusted
  
                 them, that after measurements they will install toilet similar in size to my old one, I had for   
  
                 23 years.
  
              8 ) *********** did measurements, consulted with me which model I should order . Two
  
                    Days later it was installed correctly in 25 minutes .It was possible !
  
               9} This new ,third one installation total cost (labor and new ,exact toilet ) was exceeding
  
                    $ 600 promised by"128 Plumbing Company. I paid for the labor and new toilet $ 764.84,
  
                     to fix two installations done by them. I had to have working, correctly installed toilet
  
                     So I expect ****************** to refund me additional  $ ****** which was exceeding $ 600
  
                     agreement with  him/the 128 Plumbing Company.
  
                     Sincerely,
  
                      *********************************

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called this company to my home because of a hot water problem. He looked at the system and says I need to order some part. He says I owe him $400 dollars for the work and part he ordered so I pay him cash, I have a receipt. Next day he comes I mention my heat wasnt working l. He replied by saying I told you that you wouldnt have heat mind you we are in the month of February. I pretty much ignored the comment to allow him to continue with his work seeing Ive been without hot water and heat for a couple days at this point. After a couple hours he comes up from basement saying the part wasnt the issue and that there were a few more parts I needed to order which would cost me an additional $2800 dollars. At this time its pretty late so he needs to leave for me to let him know if I wanted to follow through with his suggestions of guesstimating the work. Never once apologizing for me not having heat all this time because his wrong doing or even offering some type of way for me to have heat for me and my family while all gets worked on. Only concerned if I would agree with suggestion and outrageous quote for work he wasnt even guarantee that be the problem. When he was the reason I didnt have heat in the first place.

  

  Business response

  02/24/2023

  On Feb 15, 2023 At approximately 12:45p we received a call from the Stanleys.  We were able to accommodate an expedited service call in the matter of two hours.  The heating system was three years old and was not installed by 128.  The heating system is a combination heat and hot water system.

  
  Upon arrival, the heating system at the home had several issues.  First, it was installed incorrectly in several areas but mostly because of improper venting which created many internal issues on the heating system.  Secondly, it was not commissioned upon start-up which creates the proper fuel to oxygen ratio for proper combustion which was not performed and lastly the lack of maintenance on the combustion areas as well as the domestic hot water.  All of the areas are the cause of the system having trouble heating. (see attached photos)

  
  Upon arrival it was determined that there was hot water however the system would not remain running due to the condition of the flame sensor.  This was also presented in an error code supporting the conclusion.  So Step 1 was to clean the system and replace the ignitor, which we did.  The boiler was cleaned that day and the ignitor replacement needed to be replaced the following day as it took time to procure the part.  It is important to note that the ignition system and flame sensor is what creates the on demand hot water but also the heat for the system as well.
  

  Upon replacing the ignitor the following day, the system would turn on but would not maintain hot water in the system which was resulting in no heat or hot water.   At that time, **** ******* tech support was called.  ************** video chatted directly with the manufacturer at the time and they said that the boiler was installed incorrectly and they recommended replacing the 3-way valve and gas valve but strongly recommended replacement of the system.

  
  At the time ************** reviewed the options delivered by the manufacturer in order to move forward.
  

  
  

  Customer response

  02/24/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dec 3 met with ****** at 128 Plumbing about heating system options. Gave $2400 deposit (MassSave) for heating system.Dec 6 notified by ****** of potential electrical issues (possibly requiring all new breakers/box/system). I contacted Methuen inspector who did not return call.Dec 9 confirmed check was cashed by 128 Plumbing despite unresolved electrical issue.Dec 9 received call from ******* at GLCAC saying I was disqualified (income too low) for the 0% MassSave heating loan promised by 128 Plumbing.Dec 9 notified ***** at 128 Plumbing that ******* told me I was not (income) qualified for the loan. ***** insisted I move forward. She informed me she had contacts at MassSave and would contact them.Dec 16 met with ***** at NEECO who confirmed through income level table that I do not qualify for 0% loan.Dec 17 notified ***** to not move forward since I did not qualify. Assumed my deposit would be returned.Dec 27 emailed ***** inquiring why my deposit had not been returned yet.Dec 28 ***** said check for $2400 would be sent out and I should have it "in a few days".Jan 6 emailed ***** inquiring where my check is. She responded delay most likely due to holiday.Jan 11 still have not received my check but have had no problem receiving my other "usual" mail.

  

  Business response

  01/13/2022

  We checked in on the situation the following morning after receiving this complaint.

  We mailed this refund check on Dec. 28th (Check #*****) but it clearly never arrived.

  After learning this information and speaking with ***** yesterday, we opted to cancel (Check #*****) and issue a new one.

  Yesterday, Jan. 12 we cut a new check (Check #*****).

  This check was hand delivered to ***** today Jan. 13 personally by our Accounting Manager *****.

   

   

  Customer response

  01/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

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