Business ProfileforWilliam C. Diamond Plumbing and Heating LLC

Terrible company that does not stand by their product. Water heater stopped working about 2 years after being installed. Their technicians misdiagnosed the problem twice which lead to my family being without hot water for a week. Then they charge me $1950 without my authorization for a water heater that under warranty. Went four days with no answers from them and no idea when this part (THAT DIDNT WORK) was coming. The technician that finally replaced it also left a mess. Dirt/mud everywhere tracked from outside. What a bunch of amateurs and liars

First, we would like to apologize, once again, for the inconvenience you have experienced. As you can see from the hundreds of reviews of our company, we continually strive to give the best service and experience we can.You claim that we were lying, not caring and did not call to discuss. This is patiently false and inflammatory. We explained ourselves every step of the way. We did everything we could for you, including explaining the warranty process and why we had to wait for the manufacturer. We spoke to you or your wife on the phone 22 times between 1/12/24 and 1/18/24 in fact, keeping you all informed every step of the way. We absolutely stand by the products that we install. We do not, however, manufacture them. When you called us about the water heater failure, we responded and came out the next day. ************** came out, the next morning Friday 1/12/24, contacted technical support to begin a warranty claim and began diagnosing the issue. Together they determined that the gas valve on your heater was not working correctly. Technical support confirmed the diagnosis and gave the technician the part number and claim number needed to get the warranty replacement part. As soon as we had that part number, our office began trying to locate the part. We contacted every local supplier we work with, and *************** directly. They informed us that the part needed was not in stock, ANYWHERE in **********. We pressed hard on ********* Supply to get the part to us as fast as they could. We explained this to you and did not charge you at all at that time.We got the gas valve early in the morning on Monday 1/15/24 and arrived back to your home at 8:00am. The technician installed the new part, which did work correctly, but the heater still did not work. He immediately contacted technical support, which he must do to maintain the warranty claim. They then determined that the pilot assembly was at fault.We again contacted EVERY SUPPLIER we have, and the pilot assembly was not available locally anywhere. We then contacted the manufacturer again, who promised to overnight the part to us directly. We again explained what was happening and went over the warranty process with you. We contacted *************** multiple times a day fighting to get the part until Thursday morning when the part finally arrived. Again, neither of the parts were available at all in **********, or we would have paid for them ourselves and resolved this immediately.We came out to you immediately after receiving the part and installed it. That part worked, but again it did not fix the water heater. We then contacted *************** again, which is required under warranty, and pressed for a replacement. They finally authorized us for a replacement heater.We then went and purchased a new water heater and installed it for you immediately. We had to pay full price for the heater. We explained to you that we must pay full price for the new water heater, and the manufacturer then determines the credit given back. We also explained that we must charge for this, because it is through no fault of our own that this issue occurred. It is not because we do not want to, but because we cant as a small, family-owned business afford to pay manufacturers defects or faulty products, and the manufacturers do not ever pay any of the labor costs associated with warranty replacements. We do not decide or have any control over the warranty process. The manufacturer of the product is who provides the warranty. We are only able to guarantee our work/labor, as is the case with every other plumber. We share very much in your frustration but feel the assignment of blame does not belong to us. Our work was never in question, and we did everything in our power to get the heater fixed. We cannot be held responsible for the fact that the *************** heater failed, and they did not have these parts available to us anywhere locally. If they did, this would have been resolved the first day we were there.