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Business Profile

Plumber

Mike Patterson Plumbing Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/07/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 May 18, we contacted ***** Plumbing at ************ regarding our *************************** hybrid water heater. The person answering the phone said they did not handle emergency repair calls and that the first appointment would be the first week of June. The person did not offer any referral, so we contacted anther local company, *************************, who could come out on 5/18. 5/18/23 ********* Electric determined electric hookup not correct. Charged $150 5/18//23 - ************************* came out and could not get power to the unit. Charged $199 5/19/23 ************************* installed new control board (shipped direct to us from ***************************). Charged $99.50 5/30/23 ************************* came out to check F4 error code. Advised us to order a replacement fan from ***************************. Said water heater was not installed with correct clearance. Minimum of 3-hour labor estimate $600-700 to replace fan. 6/9/23 ************************** confirmed water heater was not installed with correct clearance. Fan area not accessible without uninstalling water heater. Could not re-install correctly without permit and new electrical and water hook-****

    Business Response

    Date: 07/10/2023

    On May 18th 2023, ***** phoned in requesting service on the water heater stating it wasnt working, there was no hot water and it needed service. During the phone call, I explained the water heater was past the 1-year workmanship warranty (covering installation and connections only) and if there was an issue with the heater itself, it would need to be addressed by a technician certified by the manufacturer for warranty work. I let ***** know the typical warranty for water heaters is 6 years and the water heater is within this timeframe. I referred ***** to ************************** as they have the certification from *************************** for warranty work on water heaters.

    I received another phone call on May 30th 2023,from ***** stating a tech from ************************* had come out, said we installed the water heater wrong, she was receiving warranty parts from *************************** because the fan went out and that ************************* wanted several hundred dollars to drain the water heater, uninstall it and reinstall it. During that call, she also stated the ************************* tech said there was no power to the water heater and that an electrician was needed to diagnose and repair the issue. Due to being told the heater wasnt installed correctly, I arranged to have a plumber stop by and confer with ****** on the feedback from the ************************* tech.

    On June 2nd 2023,  *********** went to your home to look at the installation and determined the water heater was installed correctly, maybe not how the ************************* tech wouldve installed it, but was correct since it had been functioning and did have power to it for the past 3+years since installation. We referred ****** to call ************************** for warranty repair.

    On June 6th 2023, ***** called to inquire on the status of the water heater repair and what we were going to do. I advised her on the information we gave ****** during the plumbers visit on June 2nd and again referred her to call ************************** for warranty work. She expressed frustration over Mike Patterson Plumbing not being able to complete any warranty work. I advised again, we do not have or pursue certification with the manufacturer (in this instance, ***************************) for warranty service and ************************** is the only company we recommend for that work since they are certified. She voiced opinion had she known we do not perform the warranty work, we would not have been hired to install the water heater.

    On June 13th 2023, ***** left a voicemail requesting to speak with someone regarding the water heater. I called and left a voicemail requesting a callback, if needed, to discuss any questions. I did not receive a return call.

    I called ************************** on June 13th, to inquire if any phone calls and service requests had been initiated. I received information that ***** had called on June 6th and a request for the tech to call me was given. I spoke with the tech who came out to your residence to perform warranty service. He reported *************************** had shipped the wrong fan for the water heater, which was not known until he had opened the casing for the heat pump water heater. He told me he removed the heat pump water heater and in its place, installed an electric water heater.

    On June 22nd 2023, I received a call from ***** to request a claim for reimbursement of expenses paid to ************************* and the electrician for service calls regarding the water heater. During the call, she stated she had eavesdropped from the other side of a door to the conversation between the ************************* tech and the trainee as they discussed the electrical reading they had received and had determined there was an electrical issue with power to the water heater which resulted in their recommendation to hire an electrician to review the connection. I advised I would inquire about her claim request and respond. 

    Because our installation was to code and correct, and our installation warranty had expired, we referred **************** to a certified warranty technician for ***************************. We feel we have gone above and beyond to help diagnose the issue and point the customer in the right direction to solve it. We are under no obligation to pay for other service companies that the Freezes called on their own. 

    Customer Answer

    Date: 08/03/2023

    The installation was NOT to code. I would like to reopen this complaint.

    ***********************
    ************

    Customer Answer

    Date: 08/11/2023

    *************************, a licensed contractor, came out to service the water heater. Because ****'s Plumbing did not originally installed it with correct clearance per *************************** installation specifications, the contractor would have to uninstall the water heater. ************************* was an authorized repair contractor, so he would have to re-install per *************************** installation specifications. In order to do that, he would have to get an electrician to redo the outlet, as well as redo the plumbing to allow for the appropriate clearance. I would not have incurred these additional expenses if the water heater had been properly installed by ****'s Plumbing with the specified clearance per installation instructions. 

    ***********************
    ************

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