ComplaintsforAdvantage Plumbing, Inc.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i am on low income 4 years ago my water heater went out so the state help me get a new one when they removed the old one water was all over the place so when they put the new one in they put a plywood under the new water heater 4 years later i noticed my water heater was tilted against my wall so i called adavantage plumbing was charged 99 dollars he said there was nothing wrong with it and left it tilted i asked if he would fix it he so i needed floor joices so the next day i had someone come and fix my floor when they took the water heater out it was rusted, s**** was missing , the bottom tray is bent i still have 2 years left on warrenty the day after i had it fixed the plumbing company came back for free now i have made 2 calls to the owner every time he never returns my calls. i looked it up online and if you have rust on your water heater it can burst again i have pictures which i have sent to the company

  

  Business response

  04/28/2023

  We have had several conversations with This customer about her hot water heater and been to the home as well twice, once on 3/27/2023 and 4/11/2023. 

  On 3/27/2023 customer called stating water heater was leaning and plywood under the heater was rotten. Upon arrival the technician found the unit to be in place and not leaning and the plywood was not rotten. No leaks and unit was functioning properly.

  On 4/11/2023 customer called and put the person replacing the floor on the phone with myself, *******************. He stated he had removed the water heater and replaced it in the same spot and the pipe for the relief valve was not all the way through the membrane of the trailer and would need to be extended further through the membrane so if it every discharged it would go under the home and not into the membrane. Which I agreed and should be done and sent the technician back for her as agreed upon on 4/13/2023. 

  Upon arrival client was stating her water heater was damaged and that drain for drain pan was not installed correct when I asked her about the drain she said it was not glued and that when I checked it it was glued and I asked her if it was though the membrane she said it was and the issue was it was not glued I checked it and it was glued 
  
  She told me the floor was rotted so she had the plywood we put down I took pictures and it was not rotten there was nothing wrong with the plywood another contractor removed water heater and reinstalled it she said when they removed it she noticed damage on back of unit and that there was metal ripped away I could not see anything when I looked I took pictures and I didnt see any rust or damage 
  She wants unit replaced under warranty but into her I would have to talk to *******(Owner)

  on 4/26/2023 and 4/27/2023 Conference call took place with the homeowner to hear her concerns. A letter was sent was also mailed on 4/28/2023.

   

  4-27-2023
  
  Dear ******************
  
  I writing in regards to the incident that occurred with the water heater 3/27/2023.
  Based on the conversation with the both *** & ***** it is our understanding the water heater was removed by other to correct the flooring issue.
  It is and has always been our company policy that any unit (Water heater, Toilet, Pump, and or faucets etc.) removed by other for any reason will void the warranty with Advantage Plumbing ****
  
  Due to being unable to determine who is at fault for any damage that *** have been caused to the unit,because it was moved by another company for your flooring repairs. As well as the fact that we do guarantee our work with a 100% satisfaction guarantee,
  we are still willing to keep the 6-year labor and parts warranty on the unit. Therefore, your water heater warranty will remain in effect until 3/22/2025.
  Please be advised that the rust you are seeing on the jacket of the water heater is strictly cosmetic. It does not affect in any way how the water heater operates or determine the safety of the unit.
  Feel free to contact Rheem at ************ to further discuss the issue.
  If ever you would want/need to have the water temperature adjusted for any reason.
  We will also come out to take care of that for you: pending the signing of a scald waiver.
  
  Feel free to contact the office with any further questions/concerns ************
  
  Sincerely,

  *****************
  Advantage Plumbing ****
  

  Customer response

  05/03/2023

   
  Complaint: 19979649
  
  I am rejecting this response because: he is lying when he said they are the only one that can remove it , he said its the law i called a couple of other plumbing companies to ask if that was right and they said no anyone can remove it even if its under warrenty.  since i wrote the bbb no one has been out to look at anything he offered to give me back the 99 dollars that they charged me never did i have plenty of pictures to prove that there is no way the damage was done by another company. i cant believe they are going to leave my water heater this way poor.
  
  Sincerely,
  
  *************************

  

  Business response

  05/04/2023

  5-4-2023
  
  
  Dear ******************
  
  
  In lieu of your response to the BBB regarding the service you received from Advantage Plumbing, we wanted to take a moment to reach back out to you to clarify a few things in hopes of resolving this issue completely.
  During your conversation with the owner (***), State law was never discussed in regards to the water heater being moved or removed by someone else.
  
  You were told that IT IS OUR COMPANY POLICY. That if you choose to have your water heater or any other fixture installed by Advantage Plumbing removed or relocated by another company this will void your warranty with Advantage Plumbing.
  
  The reason for that is exactly what is happening in this situation.
  We cannot truly identify who is at fault for any damage that *** have been done to the water heater, because it was removed and reinstalled by someone else.
  
  It is unreasonable to ask Advantage Plumbing to warranty a product after it has been moved or removed by someone who does not work for our company.
  It is however State law that a plumber only has to legally warranty their work for 1 year.
  
  Advantage Plumbing is willing to continue your original water heater warranty until 3/22/2025 to ensure that you do not incur any further issues with the working components of the unit as discussed in our last letter.
  
  In regards to the $99 svc fee we are happy to refund that to you by check.
  At this time there are no further visits needed unless you experience an issue with the water heater producing hot water being that this is the units intended purpose, and this is what Advantage plumbings warranty would cover.
  Feel free to contact the office with any further questions/concerns we are happy to assist in any way that we can.
  
  Sincerely,
  Advantage Plumbing ****

  Customer response

  05/05/2023

   
  Complaint: 19979649
  
  I am rejecting this response because: THAT IS NO TRUE I CALLED YOU THE *** BEFORE I HAD IT TAKEN OUT, YOU HAD ONE OF YOUR WORKERS LOOK AT IT I ASKED IF HE WAS GOING TO FIX IT HE SAID NO IT NEEDED FLOOR JOICES NOT ONCE DID HE SAY THAT ONLY YOUR COMPANY WAS IT SUPPOSE TO MOVE IT, SO THE NEXT *** I HIRED SOMEONE TO PUT FLOOR JOICES IN AND WHEN I CALLED AND LET THEM KNOW ABOUT THE DAMAGE THATS WHEN YOU SAID ONLY YOUR COMPANY COULD REMOVE IT, YOU DID TELL ME ITS A LAW I HAVE IT IN YOUR WRITING, YOU LEFT MY BRAND NEW WATER HEATER DAMAGED WHEN IT WAS TILTED THE WHOLE BOTTOM PAN WAS MOVED TO ONE SIDE I HAVE PICTURES PLUS I WAS ALWAYS GOOD ABOUT CALLING YOU FIRST, BEFORE I DID ANYTHING I HAVE A SIGNED CONTRACT AND NO WHERE ON MY CONTRACT DOES IT SAY BY YOUR COMPANY THAT MY WARRENTY WOULD BE VOIDED IF ANOTHER COMPANY MOVES IT.  SO NOW IM LEFT WITH RUST, A MISSING SCREW, AND DENTED PAN I THINK THATS PARTS RIGHT THERE BUT YOU NEVER LOOKED ***
  
  Sincerely,
  
  *************************

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