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Complaint Details
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Initial Complaint
03/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I put a down payment on a new fireplace, the installers unloaded it on its side, and damaged the gas inlet during install leaving it hanging by one s**** Then tried to cover the damage with tape!The fireplace was not completely installed and failed rough in inspection. Second attempt they installed the venting thru the roof and left it going out the chimney on an angle. I called about the venting issue and was told you don't even see it so it does not matter. That was upsetting!! I called the sales man and informed him I did not feel safe with the damaged gas line and not to come out to fix the venting till we resolved the damaged stove issue. I requested a replacement fireplace, as it was the installers fault. The salesman talked with management and stated they would replace the fireplace and fix the venting. I agreed to let them proceed. Third attempt they fixed the venting and put a second s**** in the plate the gas line goes thru and again taped it up and defaced my property by writing, Don't remove the tape please, in black marker. They did NOT replace the fireplace as agreed. I attempted to speak with the owner and he pushed me off to someone else. I meet with an unidentified rep., he refused to replace or return the damaged fireplace. Now, they are demanding payment in full, which is due at completion of the install, start up and passed inspections, none of which have occurred and threaten to put a lien on a my new home. I do not want anything more than what I paid for, we have no faith in the service department or the business at this time. We just want to pay for the venting parts, return the damaged stove and refund us what we have due and be done. It will cost me more money in the long run but I will feel safer in my new home. They want to label it as cosmetic and I will never see it.Bottom line, I purchased a fireplace in new condition, not damaged. WE DON'T FEEL SAFE WITH THE *****!DO THE RIGHT THING RETURN THE ***** SO WE ALL CAN MOVE ON!
Business response
03/11/2024
We have an agreement to between the homeowner and us to remove the fireplace but to leave the venting and custom chase top per request of the homeowner and to reimburse him back the fireplace . The homeowner has agreed to this settlement and will meet us at the house when we will give him the refund of the fireplace only and at that time we will give him the refund check.Customer response
03/12/2024
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,
***********************Initial Complaint
05/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In August. 2019, we had H20 Oasis put in underground sprinkling. PER Contract, its said they would have a license plumber put in a Backflow Prevention . ******************* is requiring proof that this was done. I have called H20 Oasis 3 different times. The installer was *******************. At one time the person I spoke to said that ** said " that they couldn't find a plumber to do the job so they did it themselves". But then later she recanted that story and said we use a lot of different plumbers and our records don't go back that far. PER CONTRACT states it was or would be done by a license plumber. I need proof of this for the Township. They aren't providing me with plumber's name . I have to wonder if a license plumber really was on the job after our conversation. Any way we can get them to give us the name of the plumber and proof that it was done, or that they will get a plumber here to do it on their dime since we paid for the service. Thank you for listening.***************************.Business response
05/18/2023
To Whom it may concern,
In August of 2019 we did install an irrigation system for Mr. and ***************. Since that time the two gentlemen that were in charge of that program have retired and some of their personal files have also gone. At the time we installed this system we did use multiple plumbers to install the back flow preventers depending on their availability and location. All of these plumbers were contracted through our now retired individuals. Due to this we have been unable to figure out who did the installation on this specific job. In the ***************** it is a requirement to have the back flow tested every 5 years. I have sent an email to this customer and explained to them that if they wanted to have the back flow inspected even though it is getting closer to the five year **** they could send me the bill and I would be willing to pay for it. As of this date I have received no response to my email.
Thank You
H2Oasis
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.