ComplaintsforDan Wood Company

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Nov. 21, 2023, a plumber from The Dan Wood Company arrived to fix my garbage disposer. Something had fallen into it and jammed the motor. I could not retrieve the object with my fingers. *************** requires a $109 service fee up front. I signed for that and then was shown an estimate for approximately $360 to repair the unit. I asked what would happen if the unite required replacement, and the plumber told me the estimate would be VOIDED and rewritten for a simple installation. After twenty minutes, the plumber produced a tiny metal ********-head screw, about 1/4 inch long, which he said he retrieved with his fingers. But I had signed the estimate, so the $360 still applied. I had a thirty-dollar coupon, so my total was $430--for a tiny metal s**** and twenty minute of work. The ethical thing to do would have been to void the estimate and rewrite a much more modest one.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *************** quoted electrical for our new pool. Work shown to estimator included wiring heater, filter and pool lights. All items were on site and reviewed at time of estimate. Job quoted at $3300 and described as 1.5-2 days of work. Details in quote were not extensive. We told them to proceed and get us on the schedule. Job was completed 3 weeks later. While doing job tech asked wife about the pool lights. She told them to call our pool contractor who offered to answer any questions. On the 2nd day of the job they asked my wife if she wanted a different transformer. Not knowing any of the details, she said as long as it works and the pool contractor agreed. They proceeded to get a different transformer and install. Upon completion they charged my credit card $4800. That was $1500 more than the quote. I knew they used a different transformer and thought maybe $150-$250 more was expected. They left no invoice and no breakdown. When we asked, they did drop one off 3 days later. The line item for the overage was $1500 and had no details. The lights did not work either. When the pool contractor came out a few days later he told us they did not listen to him or read the instructions. The lights required a switch that was not installed. I called the tech and he referred me to his manager. I challenged the overages and got no where. Eventually the manager did provide more details, but they were all incorrect. For example, they said the techs had to dig a ***** foot trench when I showed them it was no more that 7 feet total. The detail also said they drove to a supply house to get the new transformer, but the unit came from Lowes and cost $124.98 online. In the end I offered them $500 extra for the work they did and they came down to $1048, but we were still far off. The manager would not allow me to talk to his supervisor and the got very rude with me claiming that my wife told the tech that he had a blank check and to do whatever it takes which she certainly did not.

  Business response

  08/23/2022

  This issues has been resolved between the customer and our **********************. 

• Initial Complaint

  02/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ATTN: Mr. Dan Woods, A few years ago your company installed a water softener in our home we assumed would work. It failed multiple times. One time causing our water softener to flood the entire basement last year. Which she had sent you pictures of. Your failing equipment was only repaired on the inside of the housing. It caused great deal of water damage to our heater and water bladder. While we would never allow Dan woods back into our home we have had to replace our water heater and furnace for 5,600$. Our water bladder needs to be replaced next. We have an estimate for 4,500$. We would like to be reimbursed for all repairs, we are considering seeking other avenues if we are not reimbursed for the damage. It's sad that your company would leave a 72 year old lady with equipment in this condition, with repairs a little over 10,000$ as I stated before we would like to be reimbursed for our repairs and the water bladder to be replaced otherwise we may be seeking other avenues. However, Dan woods is never allowed back into our home per all your company is done is cause damages. It would be in Lieu of your company to reimburse us for the entire amount of charges that we had to pay to have our equipment replaced. I am also seeking reporting this situation to ***** Your company has insurance and you need to man up and take some responsibility. Yesterday; when I tried to called on 02/11/2021, your telephone operator said "Dan Woods is on vacation, would you like to speak with Pat?" I explained to her "no, we have spoke with Pat and he was extremely rude, nor do we want Dan Woods back into our home."

  Business response

  02/16/2022

  Hello,
  I received your email regarding compliant #********.
  
  Dan Wood Company installed a new water softener for the customer on 7/31/13. The customer called on 1/15/18 due to hearing a "swoosh" sound that she thought was coming from the water softener. The technician did not hear anything while he was in the basement. However, when the tech looked over the softener, he found that the drive end cap assembly was leaking from the back side. He ran the softener through the regeneration process several times to attempt to find the source of the noise, with no luck. The technician then replaced the drive end cap assembly under warranty. He fired the water softener back up and found no leaks. Everything is working well at this time.
  
  On 1/29/18  The customer had water spraying from the air gap when the softener would regenerate. The technician replaced the air gap assembly. He also taped up the sides to prevent spraying from inside the air gap. The tech tested his work, and everything is working well at this time. 02/13/18 The technician arrived and tightened the plastic compression nut on the water softener brine tank to get rid of a noise the customer was hearing. Everything is now working properly.
  
  03/01/19 -Warranty call -The customer called to report that the water softener we installed in 2013 had water spewing from a vent in the top. The technician found the 3" building drain had a belly where the wye had been cut in for the stand pipe for the water softener discharge causing a slight back up and soap suds to come out of the air gap assembly.  The trap and stand pipe also had back fall due to a fernco on the horizontal branch.  The original call from the customer came in on the weekend while the technician was on call for plumbing. He listened to the customer's description of the issue,  ascertained it was not an emergency and had the customer send him pictures of the piping which the customer explained we had installed. From the pictures the technician could see the belly in the main drain and the trap hanging with suds clinging to the bottom of the trap.  The technician explained to the customer that if we in fact had done this that he would repair it at no cost to the customer. The technician had the office contact the customer Monday to schedule a time for him to come and take a look at it. The technician completed extending the 4" PVC at the main clean out to add a wye and a stand pipe for the discharge of the water softener including a new air gap assembly as someone had taped off the openings on the old one. He installed a new discharge line from the water softener to the new stand pipe as he found a crack (took picture) in the existing discharge about 3 lineal feet from the water softener. The technician removed the wye and old stand pipe for the discharge of the water softener as this was where the belly was in the 3" drain.  He installed supports after adjusting the pitch of the pipes from both sides to eliminate the back fall. He installed 2 new repair couplings and a 10-1/4" piece of 3" schedule 30 pipe. The technician tested his completed work finding no leaks or issues at this time. The technician noticed the brine tank of the water softener was in need of cleaning.  He discussed with the customer a reduced price($268) to clean and disinfect the brine tank while layering the salt with a resin cleaner. He completed the brine tank task with no issues. The technician also noticed that the well pump run time while using the water was about 13-14 seconds.  He discussed with the customer a minor well diagnostic($159) to check on the well.  The technician found the tank at 32 PSI, the pressure switch on the tank was relatively new.  He found the actual run time of the well pump to be 8 seconds and the pressure switch was not adjusted properly as the pump would kick on at 40 PSI and off at 50 PSI. The technician adjusted the kick off to 60 PSI and put 38 PSI in the well tank.  The new well pump run time is now at 23 seconds.  The technician explained to the customer that it is the manufacturer 's recommendation to have a 1 minute run time on the pump to properly cool the pump therefore protecting the life of the pump.  He explained that tank size is important and the bigger the better as the capacity affects the run time of the pump. The technician will be emailing the customer options and pricing on new well tanks. During this process he regenerated the softener twice and flushed the system through a couple of fixtures.  The technician recommended to the customer to regenerate the softener everyday for 5 days to clean up the resin bed and flush through the cold fixtures the following morning for 10 minutes or so. Everything is working properly at this time. That was all taken care of and handled.
  
  Then the customer called back on 4/10/21  OT CALL The customer has a ***** ******** softener. The brine tank overflowed and flooded the basement. The customer needs a technician to come out and fix the problem. The customer would also like salt, she has a broken arm. The technician unplugged the softener so it would not regen.
  
  04/12/21 The customer had called in over the weekend due to a flood in the basement and the water was found to be coming from the salt tank overflow fitting.  Emergency service technician unplugged the softener until a softener technician could address the unit issues. The technicians found the salt tank full of water and believe the water flowing out of the tank used up the salt in the tank.  The technicians evacuated some of the water from the tank and checked function of the unit. The unit is not drawing brine during regeneration. The technicians found insect parts and pieces in the injector/screen assembly as well as the brine valve, found evidence of drive end has a small leak.  The technicians put together pricing to address all the issues found and the customer approved the repairs: 1. Installation and test of a new float/check assembly in the salt tank. Investment - ($231.00) $207.00 2. Install a new drive end assembly. Investment - ($267.00) $238.00 3. Install a new injector/screen assembly. Investment - ($116.00) $109.00 4. Clean and disinfect salt tank of the water softener. Investment - ($448.00) $192.00 Softener salt $11.15 a bag x 4 - $44.60 - The technicians found multiple insect parts in the salt tank and same clogging the other side of the screen along with manganese.  The float/check also malfunctioned as it did not shut the water off to the tank when it was overflowing due to the unit not drawing brine during a regeneration. The technicians cleaned out the salt tank, installed a new injector /screen assembly, new drive end and tested completed work and found no issues at this time, the techs mixed resin cleaner and salt together and put the unit through a double brine rinse. The technicians taped the back openings of the salt tank to limit access to bugs getting in, gave the customer a bucket and piped the overflow of the salt tank to the bucket as well as the overflow of the media tank and installed a water alarm in the bucket to give the customer a warning.  The 9-volt battery needs to be replaced once a year. The technicians flushed the softener after the regeneration through cold fixtures in the home, tested the water after the regen and flushing and found it to be 0 grains hard on the cold/hot.
  
  04/15/21 - The customer originally called to have the bucket/catch basin we left to concentrate the water for the water alarm to be more effective. The technician offered the customer the following quote: 1. Demo old style utility sink pump. Install a new Pump in a Box (******* 404) . Install new 1 1/2 PVC discharge piping, create standpipe for overflow of both softener tanks with required air gap assembly. Investment - $ 1374.00
  
  04/23/21 The customer needed us to return to go over softener once again. The technicians provided the customer with the quote to replace the sump pump. The customer is not moving forward with the quote.
  
  
  
  The customer purchased a water softener from Dan Wood Company. There were a few issues within the 2 years of installing it, all in which Dan Wood Company fixed, either covered by warranty, or for labor charges as we only cover workmanship warranty for a year. After those issues were resolved, the customer went 2 years with no issues. In April of 2021 the customer called us to due to the water softener over flowing, it was after hours so the on call tech went out and unplugged the unit until the following business day when we could get a water softener tech out to diagnose the issue the customer was having. The technicians found the salt tank full of water and believe the w1.ter flowing out of the tank used up the salt in the tank.  The technicians evacuated some of the water from the tank and checked function of the unit. The unit is not drawing brine during regeneration. The technicians found insect parts and pieces in the injector/screen assembly as well as the brine valve, found evidence of drive end has a small leak.  The technicians put together pricing to address all the issues found and the customer approved the repairs: 1. Installation and test of a new float/check assembly in the salt tank. Investment - ($231.00) $207.00 2. Install a new drive end assembly. Investment - ($267.00) $238.00 3. Install a new injector/screen assembly. Investment - ($116.00) $109.00 4. Clean and disinfect salt tank of the water softener. Investment - ($448.00) $192.00
  Softener salt $11.15 a bag x 4 - $44.60 The technicians found multiple insect parts in the salt tank and same clogging the other side of the screen along with manganese.  The float/check also malfunctioned as it did not shut the water off to the tank when it was overflowing due to the unit not drawing brine during a regeneration. The technicians cleaned out the salt tank, installed a new injector /screen assembly, new drive end and tested completed work and found no issues at this time, the techs mixed resin cleaner and salt together and put the unit through a double brine rinse. The technicians taped the back openings of the salt tank to limit access to bugs getting in, gave the customer a bucket and piped the overflow of the salt tank to the bucket as well as the overflow of the media tank and installed a water alarm in the bucket to give the customer a warning.  The 9-volt battery needs to be replaced once a year. The technicians flushed the softener after the regeneration through cold fixtures in the home, tested the water after the regen and flushing and found it to be 0 grains hard on the cold/hot. On 4/15/21 the customer called back not happy with the buckets so the technician left the following quote: 1. Demo old style utility sink pump. Install a new Pump in a Box (******* 404) . Install new 1 1/2 PVC discharge piping, create standpipe for overflow of both softener tanks with required air gap assembly. Investment - $ 1374.00.
  
  In between all of this we had asked that the owners daughter be at the home when a technician comes to the home as the owner is elderly and seemed to not understand or remember conversations with our techs. It seemed as thought the customer thought this was a type of lease, but they bought the equipment from us, we installed it and at that point if there are any issues with the water softener itself, we have to work with the warranty company. The home owner and her daughter called the office several times and we explained the situation to them several times, they were wanting a whole new softener in which the company will not replace when theres one issue with certain parts. I sent an email to the customer explaining everything step by step how our warranties/company works on 5/10/21.
  
  ***. ********,
  
  I have spoke with Dan, Pat and Chris about your current water softener situation and in conclusion, the water softener is not faulty. There were some mechanical issues that were created by the insects getting into the system which caused the softener to allow some water out of the factory designed overflow.
  
  As far as the bucket situation, we placed the bucked on the floor and the tubes from the overflow were well above the top of the bucket. Our only goal with the bucket was to help concentrate the water coupled with the alarm to let you know there was an issue if one came up. This was to help give you piece of mind and was a courtesy as I well remembered you did not want to fix the utility sink pump as I have quoted replacement of the pump some time ago.
  
  The one new part we installed on the water softener on this visit did help reduce the noise as the new part had both flow restrictions in it. The work we quoted for the installation of the pump in a box is necessary to bring the utility sink back into service and therefore allowing us to pipe the factory installed overflows of the water softener tanks to the drainage system of the pump in box so if there is another issue with your water softener leaking it should drain into there and be pumped out.
  
  The water softener is not ours, it is yours and with the exception of the mechanical failure due to bugs in the system, it is doing its job very well. I see the bug issue happen with all manners of makes and models of water softeners. You purchased the water softener through Dan Wood Company in 2013, 8 years ago. Dan Wood Company has one year workmanship warranty on all work completed, which means anything that goes wrong within that year is covered by the company. Anything after that year, if there is an issue with the water softener itself, the customer is held responsible for labor charges and if the part is under warranty with the manufacturer they will supply that.
  
  Dan Wood Company has done everything they can do to assure there is no issue with the water softener. We have gone above and beyond doing what we can do to make it work for you. Our technicians have not found a faulty part on the water softener to be able to go back to the manufacturer with to ask for a replacement part. The only thing left the company has to offer you, is the quote for the sump in box that Chris R***** left with you. If this is something you would like to move forward with, please reach out to us and let us know. If not, we have exhausted all options at this time.
  
  I then got a response from ***. ********:
  
  Thank you for your quick response. 
  You cleared up quite a bit for me. I now have a better understanding of the situation. Thanks again!
  However it would have been nice if Mr Wood would have responded as he or someone said he would about the situation. 
  
  
  **** ********
  ***** **** 
  ****** ** *****
  
  So at this point, a quote had been given to install a pump in box to solve the issue the customer was having, the customer put a down payment of 734.00, a few days had gone by and I didn’t heard from *** ********, I called and left her a message 7 days later asking if she wanted to move forward with the quote, didn’t hear anything back so I emailed her asking her if she wanted to move forward, she responded and stated she did not want to move forward at this time, so we refunded her the money she put down on 5/26/21.
  
  On 11/14/21 I received an email asking for us to send them a copy of all the work that has been done to their home by Dan Wood Company, I sent them an email the next day with all of that information.  Customer asked if we would go 50/50 on replace their furnace for water damage and that’s not something we will do. The customer called to talk to Dan Wood however he is out of town, offered to have her talk to the Operations Manager and she declined. Then we received this email from the BBB.

  Thank you,

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

  Customer Service Manager 

  Customer response

  02/16/2022

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

  We called multiple times before our water softener failed due to the water softener having issues. How come nobody said anything about the "insects" then at previous house calls other than when it flooded? We clearly don't want Dan Wood Co. ever coming back into our home again to preform any work. I have also reported this complaint to ***** Pat was extremely rude over the phone any time I spoke with him in the past. We would like to be refunded for what we spent on our water heater and new furnace. My opinion is Dan Wood Co. is a phony and fraudulent company. We still have a water softener that's faulty. We still have rusty water.

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

  Business response

  02/18/2022

  To whom it may concern,
  In the previous email I provided all the history and communication between Dan Wood Company and ***. ******** and her daughter.  I don’t know what more can be said, we have been going back and forth for months with this now. The customer is not understanding any of the information we give them. The customer is not understanding that they purchased the water softener from us, we installed it, we carried a one-year workmanship warranty and anything after that is up to the customer to take care of. We provided everything we possibly could, we had different technicians out to diagnose issues to make sure we were not missing something. We must follow manufacturers recommendations when it comes to faulty equipment and there was nothing faulty with the equipment that would make the manufacturer send the customer a whole new softener. Dan Wood Company did everything we could to make this situation right for the customer, and the customer ultimately turned it down by not wanting to move forward with the proper install of a sink to discharge the water from the softener to avoid flooding. As far as the customer having rusty water, we haven’t had that complaint from them since 10/1/20 and at that time a technician went out and did a complete check on the water softener and everything was working fine, they noticed a trace of iron on the hot side and suggested power flushing the water heater, the customer turned that down. You will see all that information in the previous reply to this complaint.
  We then never heard back from the customer until the water softener brine tank failed on 4/10/21. Which then has led us to where we are at now. As far as ***. ********s questions wondering why no one said anything about the insects previously, was probably because there were no insects in it at that time? I’m not sure, but Dan Wood Company has given every option we possibly could to help with the situation and its been turned down and now because we are not giving a refund or paying for something they say is our fault (just because we installed the water softener 8 years ago) we are getting non stop emails and complaints from the customer. 

  Thank you

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had an issue where my sewage line was not draining, at least not quickly enough to keep up with a water softener regen. I promptly called Dan Wood on 9/22 to try and get the sewer line cleared. They were on site that day and appeared to resolve the issue. They blamed roots and flushable wipes (that my kids had already been told not to flush...but surprise they did). A week later when I turned the water softener back on and it went through a recharge, it was clear the slow drain obstruction was still present. I called on 9/29 and Dan Wood was on site on 10/1. They stated it was not warranty work because they found a couple more wipes that were definitely not from the previous obstruction. Wipes were taken away from kids and as soon as the softener recharged we had water in the basement again. Called another plumber that indicated Dan Wood failed to clear the line out far enough to the street. Water softener is draining fine now after the other plumber fixed it.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company has started work at my restaurant on a Gas line and some electrical work. I am set and ready to open, but Danwood is holding us up. They never pulled a permit for the job, so we got penalized from the City of *********. Danwood acted like they didn't know a permit needed to be pulled. After noticing we had a extra charge from the city for not pulling a permit, I went myself to pay the extra fees, which was $340.27 and Danwood acted like they didn't see it. The electrician messed up on my electrical work and still hasn't installed my electrical pole. The person who did the gas line, didn't paint the outside as required by the state and they also didn't do a pressure test. Danwood expects payment, but the job isn't finished and you don't get paid until the job is finished. I have requested many times to speak with the owner, but haven't heard from him. When services was being done, Danwood never gave me an actual invoice.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩