ComplaintsforUltimate Plumbing & HVAC

• Initial Complaint

  08/19/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  June 2021 we got a notice from the water company saying that we have excessive water usage and there is a problem. I check in the crawlspace and there was a lot water by the water heater. I contact Ultimate Plumbing since they had just redone all of our plumbing in the house on 10/27/20. A job totaling over 3800 They sent a technician who stated they could ONLY fix the problem by replacing the water heater with a tankless system and it would be another 4000. I didn't understand why they could not just replace it with a similar unit that was down there. He said the house was built around the water heater! The only option was to install an outdoor tankless water heater. I was charged $176 on 6/15/21 for a bogus quote. In disbelief I measured it myself and found the water heater could in fact be removed to be replaced at a fraction of the cost. They tried to take advantage of us without an honest assessment. Management concerning the matter was very rude and felt what they did was right.

  

  Business response

  08/27/2021

  Business Response /* (1000, 5, 2021/08/19) */ Customer first called us on 9/23/2020 when we did an estimate for their home inspection report. At that time, we told the customer the water heater would need to be changed out since it showed signs of age with a tankless since what was in the crawl space was a 27 gallon which had the floor joists built on top of it that would not allow a bigger water heater. We do not carry an 27 gallon water heaters and on 9/23/2020 we told the customer that when they decide to change out the heater, they would need to upgrade to an exterior tankless due to the house size and space available. Then on 6/14/2021 the customer called us stating there was a leak in the crawl space near the water heater. We discussed with the customer while making the appointment that the fee for a tech to go under the house would be $165.00 plus taxes in which he agreed upon which goes towards any approved work. Once we arrived, we found that the water heater was in fact leaking and referred back to our original quote from 9/23/2020 where we suggested a tankless water heater. The customer paid the dispatch that day and said he would need to think it over. They then emailed us several days later asking what we would charge for customer supplied water heater install , we told him and after that , the customer said he installed the water heater himself and wanted his money back. We told him we were unable to refund him the dispatch fee and this is when he got upset with us. He then asked us several days later if we would fix a plumbing part for his pool/hot tub filler and we would call it even and I told him we do not work on pool and hot tub plumbing in which he was even more displeased. The customer has since disputed his credit card charge and also submitted this BBB claim Consumer Response /* (3000, 7, 2021/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) A few things are incorrect in ultimate plumbing response. A technician came out on June 14th and my wife paid the invoice that day. After assessing the issue we quickly realized we were being upsold and told false information. I went to ***** purchased a water heater that was exactly the same size and it fit. I understand that UItimate plumbing may not carry a water heater of this size but they could have given me that option. When I got the water heater to fit which was apparently impossible I wanted a quote to see if they could install it since I was never given the option. The very next day I called to express my disappoint with the service rendered and spoke to someone that said they would have someone call me back that unfortunately never happened. That's when we started emailing. Also, the only reason a tankless water heater was quoted on the original quote was because WE requested this. This home was bought for a family member and in our permanent residence we have a tankless water heater. So we wanted to understand how much it would be if we wanted to roll it into our mortgage. So the fact that they are saying that was quoted because of their assessment is incorrect! I have attached the the original email and some supporting documents that I sent to Ultimate plumbing and the response to remedy the issue was a 30 dollar refund which I think is unacceptable. Considering a few things. If I'm being charged 165 I expect the information to be accurate and concise. Also we already spent close to 4000 dollars with Ultimate plumbing on the same home, no customer loyalty. The location of the business is less than a mile from the residence. It also wasn't a rush service, and it was a morning appointment. Another thing that was disappointing was I got a call saying they were there. 10mins later I arrived and the technicians were gone already. No owner present and no call to explain what the findings were. Just an invoice. When they were unwilling to refund me I suggested for them to help me with a PVC coupler on a pipe for my pool so my money didn't go towards nothing. They said they willing to do that. After I sent them pictures they said they couldn't and again I kept getting the runaround. If they were willing to give me another service why aren't they willing to give me my money back? I wish I did my "homework" like Mary Jane the manager suggested I do on them. If I did I would have seen numerous negative reviews about the same issue. Business Response /* (4000, 9, 2021/08/23) */ Since the customer is only willing to disclose some of the truth, I will not go back and forth about what happened. We offered the customer a partial refund and he declined. He asked us to fix a part for a tub/pool filler in which we declined. The customer showed up here at our off unannounced in a rage demanding a full refund in which we were not able to do and now the customer has submitted this claim. I am not sure what the customer is trying to further accomplish at this point. Consumer Response /* (4200, 11, 2021/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The truth is I paid $165 for 15 minutes of time after doing business with you. Then was told I needed to spend another $4000 on something that could of been fixed by spending a fraction of that. I did not want or "need" an upgrade its a 750 square foot home. After trying to get a resolution from you I got absolutely no where besides an unfair 30 dollar refund offer and endless runarounds. Every time I called over the phone I was talked down to or rushed off the phone. The first call I asked what should I have done in my situation the response was "me as a woman I would have done my homework" what does a woman vs a man have anything to do with this? The second time you had an emergency call on the other line and had to go. The last time I was told to call back on a Monday and "speak to anyone" because apparently the person I was dealing with the whole time to just wanted further pass me off. I then decided to come in person because the phone calls weren't working. I figured an in person interaction might translate differently. The day I visited I remember having to tell the manager to calm down after she realized who I was because her whole attitude and demeanor changed and she started to raise her voice. After she calmed down I brought up the PVC pipe idea in a effort of good faith to make it right and they agreed that may work because nothing was really done for me. As I was leaving I remember saying "you understand why I'm upset'' and they said they understand. No one ever reached out to me after they refused do the PVC pipe. I was given a random number to text? I feel ultimate plumbing is the one not disclosing the whole truth. The last thing I want is a conflict or to go back and forth. I'm sure you are very busy and have better things to do as do I. A lot of things led up to me submitting this claim. I feel like ultimate plumbing was taking advantage of us and if my In-laws didn't know any better they would have gotten ripped off. My father in law was very upset and embarrassed about the whole situation. Knowing he almost got taken for a few grand. I'm attempting make this right. If that means a fair partial refund. I understand that labor and someone's time is sometimes unrefundable if the service rendered is done appropriately. However what is 15 minutes of incompetent service and 2 minutes of driving worth? Show more

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