ComplaintsforWiese Plumbing and Heating Co.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/14/2023 Wiese Plumbing replaced a leaking water heater that they originally installed in January of 2021. It was under warranty. However, the original water heater they installed had a cracked drip pan. So when the water heater leaked, it went all over my floor. On 11/14/2023 ***** came out to do the warranty replacement. I asked ***** if he could make sure he replaced the drip pan as it has a crack and is not serving its purpose. ***** told me he did not have one in his truck and would have to go buy one at Home Depot/Lowes. He called me and told me they did not have any at the hardware stores and that he must go to his warehouse to get one and it would take him approximately an hour. When he got back and supposedly installed the new pan, I asked to see the old one and he said it was buried under boxes in his truck. Unfortunately, I did not press him to show me, I just simply wanted to see how a pan like that could crack. While ***** removed the old water heater, he dripped sediment and rust all the way out of the house as seen in pictures provided. I told him it would cost me approximately $200 to hire carpet cleaners and he agreed to remove it from the installation’s costs, as seen as a line item on the provided receipt. After he left I realized he never installed a new pan and he also charged me for a new pan, as seen as a line item on the receipt for $65. Wiese then charged me the full $675 amount which did not include the $200 refund for the cleaning and the $65 refund for the non-installed drip pan They told me they would come back out and install the drip pan. The first appointment was 12/6 and the second appointment was 12/14, both of which they no called/no showed. On 12/19 I had to call and got to speak with ***** who told me he would ONLY refund me $220 via check in the mail. I asked why it would not be the full amount he had no explanation. He told me take the $220 or he is not going to give me anything.

  

  Business response

  01/03/2024

  Our tech did clean up after himself.  We did offer to install the expansion tank and he refused.  We did issue him money back.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wiese Plumbing came to my home on Oct 11, 2023 to fix a clogged tub drain. The technician ******* stated that the clog was stopped at 12ft and that I needed new pipes which would entail tearing up my bathroom floor or my kitchen ceiling. I opted out for a second opinion and ******* ******** came out and fixed the problem stating the pee-trap was clogged and now my tub is working fine. Also when Wiese Plumbing came out they knocked my spicket off of my tub without telling me the problem. I have had estimates of $600 to fix this problem caused by Wiese Plumbing. I have called them and reported the problem, but they never would return my call. I would never do business Wiese Plumbing every again and would recommend no one to call for their services. I'm glad I got a second opinion from ******* ******** and they did an excellent and trustworth job, because my whole house would be in demolition mode right now if I would have listed to Wiese Plumbing's terrible advice.

  

  Business response

  10/19/2023

  Sorry to hear regarding your complaint. We do like to get all the facts from both the tech and the homeowner before responding so we can accurately discuss the matter. Reviewing the pictures from when our tech was there, our picture indicates the tub spout is fine, and is completely different from the pictures we were sent after we left the job. We did remove the access panel behind the tub, however the tub faucet is not accessible at that point, nor was there any issue with the tub spout for us to work on. Clearly the pictures are different, however it was clearly after we left that this happened, but this is the reason why we take pictures. Regarding the second opinion, like any occupation you are free to do this, and it all goes thru an insurance company pending if they would approve it. This was our seasoned tech diagnosis who has many years of experience. There is also evidence of the ceiling below with cracks below this area as our pictures show, which supports his diagnosis. Ironically being quoted excessively $600.00 for a tub spout repair from a different company I would of assume would be more of an issue then one you are not even paying for.

  Customer response

  10/20/2023

   I am rejecting this response because:
  If the technician was so seasoned as Wiese Plumbing said, he would have been able to identify the p-trap needed taken off and unclogged. That so called season technician would have had my house in a demolition mode if I had not got a second opinion.  The ceiling in my kitchen had nothing to do with what he said needed done so that's neither here nor there. I never received a phone call back from Wiese Plumbing, but I did receive a phone call from ****** from **** ***** and we discussed this matter and he has settled the issue. I'll be praying that the technicians at Wiese Plumbing gets retrained and  recertified before they start giving estimates on what needs. God bless.

  
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted Wiese Plumbing about fixing a drain stopper in our tub. They came out on 5/13/2023 and after they left the tub leaked and damaged our ceiling below in our kitchen. They came back out a month later after calling multiple times about their mistake. They fixed the leak, admitting they cut through a pipe causing the damage but said they would come back to fix the ceiling. We have been calling them for 2 months and they are refusing to fix the damage they caused. When we call them they hang up on us or yell at us and say they will call us back but never do. We are at our wits end and don’t know what else to do.

  

  Business response

  08/09/2023

  We have been in contact with the hbw-210 regarding this issue. We did need to get the company board together regarding issues like this and due to summer time we have had vacations that hindered getting together. However, we are intending on returning and correcting the problem. You should be hearing from us soon to get things fixed. 

  Customer response

  08/09/2023

   I am rejecting this response because: There would have been no issue if you would have just let us know that you needed more time to fix the damage. We are upset because we have called numerous times over 3 months and no one ever calls us back. We have left messages with no return phone calls and when we do get through to someone we have been told ever single time that you can not help us, that it has to be transferred to the service coordinator and that you will call us back and no one has ever called us back. I asked to speak directly with the service coordinator and was told no. You need to seriously improve on your communication. I truly hope you mean when you say we will hear from you shorty. 

   

  
  

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello my name is a ******************, on June 30, 2020 to my AC unit quit, I had ******* plumbing and heating services come out to my home to look at and read my AC unit which they determined I need a new one they charge me $75 for that after that its been an ongoing occurrence and every day I would call its been three months now Ive been hung up on I have been disrespected and I just want my AC unit fixed. I asked for an an email of my invoice showing me what was needed and what was ordered for my AC unit and I have not gotten back . I called them today and they told me once again the people who needed to send me this invoice was not there this is been three months I have a brother-in-law who has special needs its more than just myself here in this home that I just purchased and I want my AC fixed before the ******* out its very hot an its no way to live like this. I am asking that you help me resolve this issue so that way I can have peace of mind thank you so much.

  

  Business response

  09/02/2022

  Mr ********* has a home warranty that must give us approval before we can install his ac.  It took them a while to get back to us.  They order the part and ************* which takes time.  They were hung up on because they verbally abused our staff and cussed at them. We do have them scheduled for an install on monday.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our house in March 2022. - At the beginning of April, 210 ********************* assigned ***** to repair our furnace which was not working properly. - After missing two appointments, ***** finally made it on the third appointment and reviewed the furnace. - They advised we needed a new motherboard to fix the furnace, and they would contact the *** *********************. - After another two weeks, we contacted them, and they informed us that th*** Home Warrant had not responded to them. - We contacted the *** **** ******** who said ***** had not put anything into the portal. - We called ***** back and they said they would get someone to put it into the portal. - We still have heard from *****. We are contacting them daily and being told some will contact us. No one has contacted us. - In May, it started getting warm and we informed *** **** ******** that ***** had never fixed the furnace and the air is not working. They said ***** needs the opportunity to fix the same. (Not sure how much time is needed) - ***** has yet to respond about the air.We are both in our late 70s and I know they are praying upon us because we are senior citizens. This has been going on since the beginning of April! The temperature today was 89 degrees. We dont have a choice because of the temperature, we must have someone to fix the air and furnace. ***** has an A+ rating??? Not sure how!

  

  Business response

  06/16/2022

  We have been without phones and internet for almost a week.  We also have employees on vacation so we are currently backed up with the high temperatures.  We will call it in at our earliest opportunity.  We do not prey on customers, elderly or otherwise. 

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Wiese Plumbing here in November to fix a sewer line. I was told that they would be back in the spring to finish leveling the yard and replace part of my sidewalk that they took out. I have called at least 5 times and have been told that someone would call me back . No one ever calls back and the office staff are very rude. At this point my down spout has come apart and now my sewer line is flushing very slow. This is the worst company that I have seen. I am at the point that I should talk to my attorney about this problem

  

  Business response

  06/15/2022

  We did complete the repair of the sewer last year and intend to return to do the sidewalk repair. After excavating it always takes time for the ground to properly settle so there is no sink holes that could potentially compromise the sidewalk installation. We do prioritize customers emergencies with no water or sewer to the home, just like we did for ******************** when he had his issue. and hope he can be patient with us. We will be in touch to complete the sidewalk repair this summer. 

• Initial Complaint

  06/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After 2 months of trying to schedule a AC unit tune up service I was forced to schedule a service for my AC since it starting making noise and was only way to get company to come out. (Only contractor in area with my warranty) serviceman Don came out to my house on May 18. Checked a few wires. Did not want to look at unit inside house. Not interested much in sound or video that I had as a recording of noise it was making. Told me that it needed a part. Could be hard to find because they don’t make my size AC unit anymore. Told me my report would be sent to warranty and copy to myself by May 20 at the latest. They still have not been sent the report. I have called over a dozen times. My warranty company was called 5-6 times at least and sent emails on two occasions. Warranty company asked for the service tech to call them. Never received that phone call. They finally talked to someone on June 3 and said the report would be sent to them by June 6 first thing in the morning. I talked to them that day as well and was told if part they believe would work is right would not be in until August at earliest. As of June 9 no report was sent. No calls returned. I drove to company who said they were having phone issues that day and all staff was not in office. Couldn’t provide any paperwork or even attempt to see if report was even ready. I asked that the owner or manager call me. Today is the next day and still have not heard from company who has been open for a few hours now. They have my number and could have called via cell phone if phones were down to update me. Very disappointed that after 3 weeks report still has not been sent to warranty so they can look or do research. It is disgusting how they treat customers. I am sure my message did not even get passed along all those times that I called and was able to reach a person. I paid a service fee to company that required them to send report which still has not been done and feel like disgusted on how they do business.

  

  Business response

  06/10/2022

  This customer requested ac service in march.  We do not start ac service until the weather is warmer.  We did call the home warranty and file the report prior to her many phone calls.  The part is not available until August.  This was left in the warranty's hands to make a decision.  She called in and talked to dispatch, not authorizations.  She then came in our office and was very demanding.  Due to her difficulty, this job was reassigned to another contractor.  

  Customer response

  06/13/2022

   I am rejecting this response because:
  I called in March to set up a tune up service. They would not schedule out and was told to call back every week or two to see if they opened up scheduling. I did call often to check since I was told service had to be done by a certain time frame. They would not schedule me for tune up and my air conditioner started to make loud noises and shaking the house which required us to switch from a tune up service to a service call. They came out within a day or so. Was told they would have the report submitted by May 20th. I called my warranty company a few days later and was told they never received it. I called Wiese plumbing and was told no report was made yet and would leave a message and have someone call me back. No returned phone call. I called every other days or so to check to see if report was sent to which I kept being told either no, I don’t know, she’s not in the office, or I’ll take a message. During this time I expressed to please get the report sent over as the warranty company would handle ordering the part and we need it as our air isn’t working properly and it’s shaking the whole side of the house at times. II was told lady that does authorization was out and would be back in and send the report by June 6th. My warranty company called many times and asked for report and for the service tech to call to give the part information of what was needed. Many of the warranties attempts were ignored as well. They still as of Friday June 10th never received a report. I talked to many people at the warranty company and in different departments and no such report was sent. Or phone call answered until AC company decided to terminate service with me. AC company told me that it was warranty company that terminated service which is untrue. Also on June 9th I drove to AC company since their phone lines were down to get an update as they have not answered any calls that whole week. To which I asked for an owner or manager to call me which never happened and was also the third time I requested it. Also lady who was in office could not give me and update nor would she check to see if anything was handled on regarding this. I am disappointed that company is saying I was demanding. If part is not available til august and the longer they wait to submit info to my warranty company the longer I may have to wait for the part or for my AC to completely stop working. Also my warranty was told that I was aggressive when I came to AC company office. I was not aggressive I was upset and also had someone on the phone with me that can verify how I was and for how the staff member was toward me also. If you would like all the dates I called both warranty and AC company I will gladly provide all information. 
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initiated a service call on Feb 7th through my home warranty AHS ! They submitted it to Wiese Plumbing and Heating in Norton Ohio. Which contacted me and scheduled for the next day with the initial thinking from my description of concern as the gas valve ! To no avail it went to another appt the tech stating it needs a thermal plate , to the shop giving him a different part (the bulb) which the tech told me at the appt that it was not gonna fix the problem. Nope not fixed which resulted in another appt with approval from the home warranty co. approval of another part (entire pilot assembly) Waiting approval and reschedule . Nope didn’t correct problem , now it needs a new water heater (13 months old). Which results in another appt ! At this point we are scheduled for vacation. Which the plumbing company knew this from other conversations. Scheduled for Feb 28th 2022. We returned the night before very late . Phone call from Wiese Plumbing on Feb 28th in am to cancel an appt again ! Rescheduled for March 1st in am ! The problem is we are now gonna be 23 days with no hot water with numerous appts needed, cancelled and or rescheduled all by the Plumbing company causing my wife and I to miss work , loss wages . All because the technician having personal issues! This company would not send out another technician which is very unprofessional, inconsiderate and lack of customer service because the Service Manager is never available or won’t call . Apparently they have numerous reviews ikon this issue ! My wife and I both work in customer service and this is not the way to handle your customers! Wiese Plumbing and Heating also expects me to pay for the permit at time of install . I feel they should pay for it at the least and for any hardship this has caused ! Having no hot water for 23 days is also causing extra use on my Electric Stove having to boil hot water for at least 2 showers, and dishes to be done daily . Please help BBB . Looking forward to speaking with you !

  

  Business response

  03/01/2022

  For a water heater to be 13 months we are required by the manufacture to do certain steps. These expectation of these steps for the manufacture were met. It is unfortunate it is time consuming but that is the process in which we are at their mercy. Part of the 23 day delay involved your mentioned vacation time we had nothing to do with. Warranty issues as we all know can be time consuming and we are the playing middle man. The gas valves for this manufacture did have a recall and were on back order. We did replace the heater today and everything seems to be fine.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They installed my hot water tank 2 years ago. It is under warranty and needs replaced. They did not show up to replace it. I have 2 toddlers, its winter and NO HOT WATER (day 8 now). They will not return my calls or emails. This is criminal!

  

  Business response

  03/07/2022

  There is a process that the manufacturer requires for warranty work.  The first step is to attempt to repair the unit. Only as a last resort is the unit replaced.  The business attempted to repair the unit multiple times.  There is a recall on **** gas valves for certain units.  Given supply chain issues, receipt of the gas valve for the consumer's unit was delayed.  It was replaced on 2/7/22.  The matter should be resolved.

  Customer response

  03/07/2022

   I am rejecting this response because:
  
  It says they tried to repair it SEVERAL times. How many times does rheme make you attempt a repair before the unit got replaced? Also, they no called no showed for the second attempt. I understand that we had bad weather but the total disregard for their customers is ridiculous. They were to come in a Friday, I left 7 messages and waited til Monday to finally receive a text that someone was in the way. Over a whole week of no hot water in the middle of February WITH TWO TODDLERS and they couldnt have the decency to CALL ME. 

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Furnace not working. They came out 12.** and it needs a part and haven’t been back. Called their number and let it ring ten times then their answering machine picks up. Left multiple messages with no return calls.

  

  Business response

  01/03/2022

  This customer has a home warranty.  They were working on finding the part

  Customer response

  01/03/2022

   I am rejecting this response because:
  Wiese Was the one that was to order the parts from the warranty company and they finally did as of today 1/**2022. This should have been done the day they were here 12***/2021. This morning at 10:30a **** came out and are taking care of the matter. Also Wiese misdiagnosed the part. 
  
  

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