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:09/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  On 10/28/2021 I had this company install a new water heater and softener. In late July 2022 the new water heater was leaking as well as the piping they installed to go with the new water softener. I called a plumber because Serv-All said "they don't do plumbing", which means, they installed piping, but now that it's leaking, they suddenly don't do plumbing. If they are not plumbers, nor knowledgable of what is or isn't to code, how are they allowed to be able to provide this service? Even though my water heater unit was brand new and under warranty I went with a totally different company that DOES plumbing to pay for and install a completely new water heater, that is how much confidence I had in getting my water heater replaced and serviced by Serv-All.

  Business Response

  Date: 10/05/2022

  This was sent on 9/23/2022 and resent on 10-5/2022

  Good afternoon ********************** and the BBB,                                                 9/23/2022
  
  Let me start off by saying this is the first that we have heard anything about this complaint from **********************. We believe this could have been resolved in house and not caused this much headache to the customer or us. If ********************** would have called the office and asked to talk to a manager we believe this would have handled in a timely manner. We tried reaching out to ********************** via telephone and text on 9/21/2022 around 10:30am to try and get more information and resolve the issue after she placed two negative reviews on Yelp and ******* We received no response all day and then this morning 9/22/2022 we received the BBB complaint and another negative review on Angieslist. We are trying to resolve this matter,so both parties are happy. We have still gotten no response as of 9/22/022 at 4pm, except negative reviews on Angieslist, ************ and now BBB.
  We show that we came out to do a water softener installation for her on 10/5/2021, but we discovered that the homeowners plumbing was not sufficient for installation that day.  We would need to add additional parts in order to adapt to the homeowners existing plumbing in order to install a softener/conditioner. We came back out and did that installation on 10/27/2021.We only installed the outside plumbing in the garage & softener/conditioner. After we completed the job, there were no leaks on any of the parts that we installed. ********************** signed the invoice that stated I find and agree that all work performed by {Serv-All Water Conditioning} has been completed in a satisfactory and workmanlike manner. I have been given the opportunity to address concerns and/or discrepancies in the work provided, and I either have no such concerns or have found no discrepancies or they have been addressed to my satisfaction.My signature here signifies my full and final acceptance of all work performed by the contractor. If you need to see the signature, please let me know where to send.
  We Warranty all of our work for 5 years on parts, 5 years on labor, and 25 years on the tanks, so Im not sure why ********************** never called us for a warranty service before she called the other plumbers out. In Ms. ********** warranty, Section 6 Exclusions from this limited warrantyitem #3 states Damage caused by acts of nature and/or from abuse, misuse,negligence, tampering, theft, and excessive water pressure and/or by accident by any parties other than Serv-all Water Conditioning. A copy of this warranty was emailed to ********************** at the completion of the system installation and this email was opened at 10/27/2021 11:02am.
  
  We do not, and have not ever, installed water heaters. From the installation pictures on 10/27/21, it looks like there was a water heater there at installation (large tank heater)that is completely different from the current hot water heater (tank less) that is there now and that was observed when our technician went back to the home on 8/11/22. In addition to that, there is another piece of water treatment equipment installed next to our system that we did not install, because we do not install NOVO systems. Also, we dont understand why another company would install a conditioner when the unit we installed is a softener AND conditioner already. We also noticed that all the plumbing we installed was to code, but had been removed or altered since we were last there on 10/27/2021 at your installation date. We have pictures that the technician took on 8/11/2022 that show complete different installations if you would like to review.
  On 8/11/22 our technician visited your home for a scheduled warranty call, and we found out that other work was done to your home by another plumber in mid-July. You stated that the leak in question was from the cleanout in the wall, and was the existing plumbing that was cracked and leaking. Our tech informed ********************** that we do not do structural (in wall) plumbing repair, and we cannot cut into the wall to repair the cracked fitting. Our tech explained this would need to be replaced by a plumber and drywall redone. ********************** stated in her complaint and reviews,that the plumbing company that came out in July fixed the supposed leaks, caused by us in October, while they were there installing the water heater and ******** system. If this plumbing issue had been leaking since our install from last year, why didnt the other plumber fix that issue while they were installing in mid-July?? ********************** called us on 8/9/2022 to report the leak.Also if that had been leaking from 10/27/2021 why didnt ********************** call us to come back out from 10/27/2021 to 8/9/2022? Additionally, the plumber who installed the new Novo water conditioner had to connect to the existing PVC drain that was there and should have noticed a leak at the cleanout while installing and running their system.  After observing the homeowners pictures a little further, the leak in question looks like it has maybe had issues and repaired before, as that wall looks like it was patched and there is staining under the pipe on the drywall. When we tested that area at our installation on 10/27/2021, that area was not leaking. That leak was not caused by us.
  
  In the end, all of the piping on the outside walls that was installed by Serv-All Water on 10/27/2021,and was adapted to ********************** current plumbing was all to code, and was in good working order for months until the other plumbing company came in and installed the water heater and ******** system. When our technician came out 8/11/21 he noted and took pictures that everything that Serv-All Water installed was not leaking. The issue is ********************** existing plumbing is leaking inside the walls, which is why the tech explained to ********************** to contact a plumber.We also talked to our technicians that met with ********************** on 8/11/2022 and he said customer was nice and did not complain at all.
  
  We believe this complaint is not accurate and should be closed and removed since this was not our work.We do not feel a refund should be issued since the customer never called the office (a sticker with our number is left on all pieces of equipment for customer to have easy access to our number incase of issues or leaks).Ms.  Mandracia never called, emailed or texted to let us know a leak was happening before she called out the other plumber, in which they did not fix the so called leak in July, like ********************** stated in her reviews. The leak was happening mid-august after all the plumbing had been removed or altered. We were never there in July and did not touch this area last.
  
  
  If you have any further questions regarding this matter, please contact our office at ************ or ****************************************************** to discuss with our Operations ********************************.
  
  
  Sincerely,
  Serv-All Water Conditioning
  
  
  
  
  Text message: Sep 21, 2022
  Hello, this is ******* the owner at Serv-All Water. I wish you would have reached out to me prior to summiting your reviews or complaint. Since the beginning we have always been upfront and helpful and this would have been no different. I have been contacted by ******* Yelp and now the BBB. We have responded to all and are willing to discuss this matter. I never want an upset customer. Please call me at ************ or email me direct at ******************************************************
  *************************: 2:45pm
  Can you please give me the info for the company that installed your NOVO water Conditioner and tank less water heater? Maybe we all can work something out?
  *************************: 2:47pm