Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Boiler installed on 2/14/23, had no hot water for 24 hours since they didnt check to see if the pilot was relight before leaving. Sent tech the next day to relight the pilot for us. Very inconvenient. At a later appointment another tech noticed the drip pan wasnt installed on the boiler at one point shortly after having it installed so that had to be added.Had shower guts fixed, started making a squealing noise whenever we ran a bath. Tech had to come out and look at it. Replaced a cartridge but the noise kept happening and we were so annoyed we didnt bother calling back to complain. Not fixed until March 2024, almost one year later. Noticed our heat was still running when we turned our heat off, came out and flushed out the system and also told us to clear our schedule on the thermostat and that would fix the heat issue which it didnt. **** had to come and install another valve and also adjusted something on our boiler so the heat wouldnt kick on and heat up right away.Had the basket on our kitchen sink replaced on 2/14/24 and it was leaking already within the month of install and was replaced again on 3/14/24 due to whomever installed it originally on 2/14/24 didnt tightened something enough so water leaked into the putty so a proper seal never happened. They also looked into our shower guts on 2/14/24 while they were here to fix the kitchen and bathroom sink and the squealing noise hasnt happened again since) Spent close to $10,000 yet weve had issues with multiple jobs. I have teleworked and taken multiple days off in order to accommodate them not scheduling appointments after 4:00pm.Reached out to the company on 18 March 2024 looking to handle without BBB but they disrespectfully did not return any correspondence by the deadline of the close of business on 20 March 2024.

  

  Business Response

  Date: 04/25/2024

  Dear BBB,

   

  We have read and researched ********************** complaint and offer the following response.

   

  Boiler was installed on date Mr. ********** stated and we did shut off the gas for the installation which in turn shut the gas off to the hot water heater.  This was our fault and was overlooked by our technician and we are sorry this happened and the inconvenience it caused **********************.  We returned the next day and relite the pilot.

  The drip pan Im not sure what he is referring to but we did install the drip leg on relief valves on the day of installation and it is mentioned in our invoice as a separate line item.

  The shower guts we did install a new cartridge as we thought this was the source of the squealing noise.  These noises are sometime difficult to find and often takes a few times to figure out where they are located.  It is unfortunate that we werent informed it was still an issue as we would have returned to keep trying to find the source and get it corrected for **********************.  We did correct the noise in March of 2024 when we replaced the complete shower valve as directed.

  The heat running issue was the check valve in the internal circulator was allowing water to flow and not providing a positive close.  We replace with an additional flow control valve at no cost to **********************.  We adjust the aquastat and outdoor reset to better control the comfort level in the home.  The first visit we flushed the system to remove any debris, cleared the thermostat to see it that was the cause of the heat leaking by but that didnt resolve the issue, so we returned and corrected the issue as described above.

  We did replace a leaking basket strainer as directed by Mr. ********** and unfortunately it did leak, and we returned and replace a gasket as soon as we were notified it was leaking.

   

  We are sorry for the multiple trips needed to complete the repairs and apologize for the inconvenience we caused Mr. ***************** We tried to accommodate Mr. ********** after 4pm schedule as much as possible to minimize his inconvenience.

   

  Mr. ********** did have a candid conversation with my Service Manager and she left him a voicemail.  Unfortunately, we didnt connect prior to the March 18,2024 deadline.  I am in ******* and our schedules havent aligned very well.

   

  We would like to offer Mr. ********** a $350.00 credit on his account for any future service he might need or he prefers a refund of $250.00 .  We appreciate his business and apologize for not meeting his expectations.  We will use this complaint in our service meeting as training and will strive to improve our processes to eliminate these situations from happening again to Mr. ********** and all our clients.

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21462550
  
  I do not accept the business's response as a resolution to my complaint because: 

  I will not be able to accept the offensive low ball offer from Al Terry. The response goes to show that apparently the entire company lacks attention to detail as my last name was spelled incorrectly seven out of the eleven times they used it in their response. Additionally, the $500 I sought was not an aim high, miss high settlement. It is what I thought to be reasonable enough as I had spent nearly $10,000.
  
  While it is nice to hear that they may be changing their poor customer service practice, I have yet to hear anything directly from the company since my original given deadline passed. I do not believe that they care about my continued business, though we do have products, and work, under warranty with them.
  
  If the company is not willing to pay $500 in USD (United States Dollar), not credit on our account, I will not settle.

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

  

  Business Response

  Date: 05/07/2024

  After discussing with our team we have decided to refund the $500.00 ********************** is asking for.  Check will be mailed by end of the week of May 10,2024.

  Customer Answer

  Date: 05/15/2024

   
  Better Business Bureau:
  
  Still spelled my last name wrong on the check they sent. The disrespect oozing from the company appears to be relentless. I may say I am less than enthusiastic to deal with them in the future regarding items we have under warranty with them. The paragraph below is generic to the Better Business Bureaus original organic response.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.