ComplaintsforSimmons Plumbing & HVAC

• Initial Complaint

  11/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 11/2/21, I called Simmons Plumbing & HVAC because my residential water heater ruptured. They talked me through ensuring the water was properly shut off and the pump was cut off that night although they did not come out. Wednesday, 11/3/21, I told their dispatcher I wanted a better quality water heater installed, not a cheap one. That afternoon four plumbers showed up and installed a State ProLine XL 50 gallon gas water heater. It took about 2 hours at a cost of $3,750. The water heater is not producing hot water. The control unit is displaying two flashing lights followed by a three second delay - indicating a "pressure switch failed closed" according to the operation manual. On 11/4/21, Simmons returned two plumbers to my home and adjusted the water heater to a higher temperature. They wanted to see if it would "fix the problem." They left the control unit unaddressed. I told them they had left my furnace condensation pump unplugged the night before for a music box, and it has overflowed - creating a puddle in the basement. Of course, there was still no hot water that night. On 11/5/21, I asked Simmons why four plumbers who had installed the water heater could not identify there was an error code being posted on the control unit? They have not responded. I further told them I want hot water today, Friday, two days after they installed the "new" water heater, and they have not responded yet. My patience has been exhausted. This is unreasonable. I paid a lot of money for a new water heater, and I want this problem fixed. Additionally, I paid an extra $250 fee to secure a 10-year warranty on this unit "commercial grade" unit. They are not instilling confidence in their ability to service the contract.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/11/05) */ We have responded and arrived onsite at every request. Last night and this morning Mr. ***** texted an employee's personal number, to which the employee responded but was not in the office therefore was unable to deal with Mr. *****s concerns. When the employee arrived at work it was discovered the Mr. ***** had sent an email explaining his concerns and threatening to reverse prior credit card payment. The foreman was notified immediately when the employee arrived at the office an began a search for the necessary part for Mr. *****s water heater. As of 11 am this morning our technicians were on site with the part making the necessary repairs. As of 1:30pm today Mr ***** has hot water. We do not manufacture this product- State water heaters are one the largest water heater manufacturers in the U.S. This water heater was purchased through a State Distributor. Attached is the record of service Consumer Response /* (2000, 7, 2021/11/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I had asked BBB to close this complaint because Simmons DID respond by sending two plumbers out to the house with the part to fix the water heater. This was, however, on Friday and the unit was installed on Wednesday. BBB should have responded faster to my request to close the record since the business did respond. I was initially frustrated at the problems with a new water heater, but Simmons stayed with it until all issues were resolved. Thank you!

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