ComplaintsforFazio Sewer & Plumbing

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This plumbing company was dispatched via ******** **** ******* They came out and did not fix the problem correctly. Since then they will not return phone calls, or any types of communication in order to remedy the problem.

  

  Business response

  06/02/2024

  Customer made multiple appointments through their home warranty company who dispatched this job to us then no show not home multiple times. They also after jib was completed added second item on toilet for a repair that they did not call in to their home warranty company. Furthermore I sent the job back to their home warranty company because we are not servicing this home due to ridiculous verbal abuse from this home owner. We invoiced their warranty company $0 for this job. Any further issues they feel they have they can take it up with their home warranty 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had my hot water heater replaced by my home warranty. I was asked to pay additional monies of $485 for misc. parts, which I had no problem in doing. However, when the repair guy came, he brought in all these new parts and then left with all the new parts and used my old pipes/hoses. I asked for a detailed receipt of what was used for the $485. The repair guy said he would email. He never did. I made 4 follow-up calls to the company and the home warranty company did as well. None of our calls were returned. All I was asking for is a detailed receipt showing what new parts were used with the job because I don't think any were and I was fraudulently charged. Since my request is reasonable...and was told I would receive...I can only conclude they weren't honest in their billing.

  

  Business response

  02/09/2024

  The consumer’s statement is absolutely false. We were sent out this home for a water heater claim and leaking bath tub slit by her home warranty company. We provide them an estimate with the homeowner having $475.00 in non covered charges for items listed below.

  vent modifications $110

  gas line modifications $105 

  waterline modifications $260.00

   

  The new water heater was installed with new waterlines and fittings above the water heater as is the case with the vent line. The gas line was not modified and the homeowner was refunded $105.00 for that. We have before and after pictures we can provide at request that show the new lines installed that she was charged for. She was also furnished with a detailed breakdown of these charges from her home warranty both e mailed to her and placed in her dashboard profile of her home warranty company website. 

  Customer response

  02/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  For the record, the information provided below from Fazio...this is what I have been asking for for months - both myself and ******** **** ****** on behalf of me - and this is the first time I have received it.  I never received any detail on this repair - only the $475 total.  All along I've just wanted to know what I was getting for the $475.  We did come to satisfactory conclusion as I was charged and then ultimately refunded for some work not needed but if the owner would have just would have returned my first phone call and explained this to me in the first place this all could have been avoided.  

   

  MESSAGE:
  
  The consumer’s statement is absolutely false. We were sent out this home for a water heater claim and leaking bath tub slit by her home warranty company. We provide them an estimate with the homeowner having $475.00 in non covered charges for items listed below.
  vent modifications $110
  gas line modifications $105 
  waterline modifications $260.00
  
  The new water heater was installed with new waterlines and fittings above the water heater as is the case with the vent line. The gas line was not modified and the homeowner was refunded $105.00 for that. We have before and after pictures we can provide at request that show the new lines installed that she was charged for. She was also furnished with a detailed breakdown of these charges from her home warranty both e mailed to her and placed in her dashboard profile of her home warranty company website. 

  
  Regards,
  
  ***** ******
  
  

  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed a hot water tank replaced and my home warranty dispatched this business. I had to call my home warranty company to schedule a service because they weren't returning my calls. They came out and submitted a report to the warranty company; however, for weeks my home warranty company and myself have been trying to contact them to schedule the service with no response.

  

  Business response

  08/15/2023

  *** ***** 

   

  her water heater was installed a long time ago and job is complete. You’re welcome to contact her and verify this. She was already on the schedule before she even filed complaint so no idea why she did this?

   

• Initial Complaint

  07/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Called my home warranty company because I had no hot water. My manual instructed me to get an error code off of the tankless heater. That specific code said to page a service call. 3 days after I made the call, I had hot water again. No call from *****. Just saw an appt on line even though I was told they would call me to set up a time. Tech came out, was here for less than 15 minutes. Looked inside and said he couldn't see anything wrong. He said it probably overheated. It was and always has been set to 120 degrees. He was told that we did NOT have hot water for 3 days and would like it to be checked. He said it was working and if it happens again, it could be the igniter. I recieved a link to rate the service and I rated it as betting highly unsatisfactory because he really didn't check anything. After that, *****'s claimed on my home warranty site that the " Homeowner turned the temperature all the way up and tampered with it and caused tankless unit to overheat and damage ignition system" . Every part of that is untrue. I never turned the temperature up or touched any part of the system. And how can they come to that conclusion when I recently bought the home? The previous owners could have done something. Could it be Retaliation from the bad review I left? He never checked the ignition system except visually. Is this just his opinion? Since he did not fully look into diagnosing the problem? I waited 6 days and paid $100 for him to look at it with a flashlight. Incompetent. Unprofessional. Deceitful. FRAUDULENT.

  

  Business response

  08/08/2023

  *** ***** 

  this homeowner filed claim with their home warranty company for a supposed non working water heater. We went out to the home and found absolutely nothing wrong with it other than homeowner per them said 3 days earlier it shut off. His claim was sent as normal service non emergency meaning schedule it within a week. He wanted service same day he filed the claim on a Sunday but it wouldn’t be fair to make other customers wait to put him into front line. We were paid absolutely nothing for going out nor did we charge him or his warranty company. We requested authorization for diagnosis time on it to see if anything wrong and his warranty company would not authorize it. That is not our fault and they won’t pay us to replace parts that might break one day 

  Customer response

  08/10/2023

  Incorrect information in response from *****. My call was placed Friday morning.  I was told that the company would be out within 48 hours.  Had I received a call from the company ( like the warranty company told me I would receive), I could have planned for Wednesday. I myself left 2 messages with *****. The first one was on that same Friday.   The information on the response is conflicting from what was given to the warranty company.  See  attachment. Also,  I do not understand what they are saying about diagnosis time not being approved.   Isn't that the point of a service call?  I did not have hot water for over 3 days.  There was the problem . They were called to diagnose the problem and fix.  Also, as you can see on the attachment,  that they gave a problem after accusing me of tampering and overheating the unit, subsequently giving me a quote for$1250.00. I do not know what the agreement is between you and the warranty company for your payment, but I was charged $100 for someone to look at the unit with a flashlight.  I still do not know if the water heater has a problem.  I will have to wait and see.  And go without hot water a second time.  

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/22/2023 Fazio Sewer & Plumbing came to my home to diagnose a problem with a sewage leak. They found the cause of the problem and had to order a part. Through ******** **** ****** our problem was covered under the Warranty plan. They ordered the part and the part arrived on 6/1. I have reached out to them as well as AHS and they have not responded. It has taken over a month for them to get in contact with me or AHS. The number ************ automatically goes to voicemail.

  Customer response

  07/24/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has notified the BBB that the issue has been resolved. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ***** was contracted by my home warranty company for a broken water heater. They never called to schedule an appointment just showed up. I was told by the technician the water heater needed to be replaced. They sent an email request for 415.00 with no explanation. Called ***** to figure out the charges m, literally called every other day, no answer, left messages , they never called back. After 2 weeks if this they marked the job completed but never called or came back to fix anything. its been almost over a month now. Never received a callback and the water heater is still broken

  Customer response

  03/29/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has notified the BBB that the issue has been resolved. 

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was contracted out from my home warranty company like the others. For 3 or 4 days after the repairs were approved they would not return phone calls or emails. After 4 days more a total of about 8 days with no water I receive an email for them requesting an additional 385 dollars for "modifications" to reconnect gas and water lines. The gas and water lines are not located in different spots. And does not warranty the charge. The biggest issue is when I contacted them asking for a detailed quote for the extra repair work they marked the work complete when they have not done the repair. Very bad people to work with.

  

  Business response

  11/24/2022

  Allegations above are absolutely false and misleading. Dispatched to this home by out of state landlords home warranty company on November 12th for emergency leaking water heater. Provided same day service and went to home at ***** ***** *** ******** *** * ***** even though his warranty company guidelines had him scheduled for 72 hours later. Followed warranty company protocol and submitted authorization for a new water heater install. His warranty company partially authorized our estimate with him having out of pocket expenses of $385 with them agreeing to pay $265 total of $650. His charges were for modifications for new install which he does NOT have coverage for and declined adding coverage for it back when he bought his policy.  A warranty company rep contacted him we have record of this and he adamantly refused to pay the $385. Therefore they closed his claim which he blames us for in his notes saying we showed job completed. New tank install since different in size would require re route modify vent gas and waterlines which again he does NOT have coverage for. As for detailed quote his warranty company provided that to him. See attached information. Again he refused job and since refused warranty company would not send PO purchase order number to order water heater. During this time he unnecessarily left his rental tenant without working hot water in their home a violation of Ohio Tenant Landlord laws. He then later agreed to charges and day of install would NOT pay invoices sent to him via e mail QuickBooks. Our time stamps show he viewed invoice of $385 two times but would not pay it. So we did not install the water heater and notified his warranty company. You may contact them at 1-888-892-9920 and reference dispatch # ********* and request they furnish recorded call of him agreeing to and authorizing the $385. Calls are recorded for quality assurance. We collected zero money for the job nor billed any money to his warranty company nor were we paid one cent. All and all we had 2 crews sent to this home 2 times and probably 6 to 8 hours of dialogue with his warranty company to process claim and our time wasted by him. His policy clearly states what he has coverage for and he only has partial coverage for water heaters. 

  Customer response

  11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The reply to my complaint is not true nor does it really address anything I had complained about. They immediately lied about having same day service which is besides the point. The reason for complaint is the company would not respond for over a week. They refused to procure the breakdown of the charges. AHS requires the policy holder to reach out directly to the plumber which I did over 15 times throughout a 2 week span no return phone calls. I agreed to pay the charge but one of the only responses I received from Fazio was via email asking if I had recalled my BBB complaint. I responded said I would recall as long as he provided the service and gave me the invoice I was requesting. That day they did not show up on the scheduled service call and made no attempt to collect any money or communicate in any way. It is my opinion they did not show up in retaliation for my BBB complaint. They should be ashamed of themselves for wasting my valuable time and keeping us with no hot water for so long. 

  
  
  Regards,
  
  ******* *******
  
  
  
  
   

*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. ↩