ComplaintsforWahl Family Heating, Cooling & Plumbing

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  faulty water tank installation led to gas leak on brand new water heater they ignored my requests for money back for excessive charges could have been catastrophic

  Business response

  06/20/2024

  Dear ******

  First and foremost, we would like to extend our sincerest apologies for the inconvenience and concern caused by the gas leak from the flexible gas line connector we installed with your water heater. We understand how alarming and distressing such an experience can be, and we are genuinely sorry for any discomfort this may have caused. 

  Ensuring the safety and satisfaction of our customers is our top priority. This is precisely why natural gas is given an odor, to ensure leaks can be detected quickly, and we are relieved to know that you identified and reported the issue. During the initial installation, we conducted a thorough gas leak search, and all components were in proper working order at that time. However, it is true that appliance connectors can sometimes loosen over time, especially in mobile homes where vibrations and movement are more prevalent.
  
  We understand your frustration, and we are committed to resolving this issue swiftly. We have been trying to get in touch with you to schedule a time to come out and replace the faulty connector. Please know that we are fully prepared to address this matter as a priority and ensure that your system is back in perfect working condition.
  
  Your safety and peace of mind are incredibly important to us, and we are thankful that you are safe and that the situation has been manageable up to this point. We appreciate your patience and understanding and urge you to contact us at your earliest convenience to arrange for the replacement.
  
  Once again, we deeply regret the inconvenience you have experienced and are here to provide any further assistance you may need.
  
  Warm regards,
  
  David W***

  Customer response

  06/20/2024

  [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. 
  
  

  From: ***** ******* *************************
  

  Date: Thu, Jun 20, 2024 at 1:00 PM
  Subject: Wahl family heating and cooling and plumbing company
  To: <[email protected]>
  
  
  to whom it may concern my complaint has been resolved with this company please close your file.***** *******

   

  Regards,

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

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a good experience last year with a service call to Wahl so we didn’t think twice about requesting them to repair a leaking hose bib in our garage. We requested service for the hose bib and that was all we ordered. When the serviceman, Jay, came to our house at 8:00 am, he did not look at the hose bib but rather he went to our hot water tank. He did an internal inspection of the hot water tank with special cameras. After a couple hours, he presented us with three handwritten options ranging from $2396 to $3135. All we wanted was a hose bib replacement at the time we made the appointment and we were told that the house visit would be $109 so we anticipated a bill of $200. Instead, the serviceman spent a lot of time in his truck preparing his presentation. Finally he added Option 4 which was to replace the existing hose bib at a price of $459.18, $259 over my expectation. Three hours later as I headed out for an appointment, I learned of this exorbitant charge. When I returned to my street, an hour or so later, the Wahl truck was still on my lane. I have talked to David Wahl, who said he will never service us again. Interesting David Wahl uses a comparison of going to a doctor’s office and how they would take your blood pressure. Actually, the nurse at our doctor’s office asks if she can take our vitals. Once I told David Wahl that my husband had Parkinson’s, he really chimed in on how they wouldn’t expect his grandmother to make decisions. My husband may have been confused but so was I from the time Jay came to our house. We never expected a serviceman to be in our house 3 to 4 hours later and to charge us for this time. We paid the full amount with a charge card and later David Wahl credited us for the house visit. That charge was still more than a going rate. Wahl cannot perform inspections to make money “for uniforms” and service their trucks. David Wahl’s analogy of a doctors office and his grandmother are unacceptable. Do not call Wahl.

  Business response

  12/09/2022

  **** ** *** *******
  Once again, we’re sorry to hear that we’ve been unable to resolve this complaint to your satisfaction.
  We feel that given the specifics of the situation that the discount that we offered was both fair and reasonable.  Our technician presented the upfront, flat rate price, for the hose bib repair to both you and your husband prior to the work being done.  He received approval from you both to complete the work at that quoted price.  Even so when you reached out later that day to tell us that you felt the price was too high, we credited you back $109, bringing the total investment to just $359.18.
  During a phone conversation that took place after the repair was completed, we identified that you would have preferred to waive the evaluation on your plumbing system that is typically included in the price of our trip and diagnostic charges.  Typically, during our service visits our technicians do a thorough evaluation on the complete system to identify the reason that customers are having the issues that they called in about and/or to prevent future plumbing emergencies from happening.  Absolutely our customers can waive that inspection if they prefer to only have the reason for service checked.  We can set better expectations for how long things will last and provide better guarantees and warranties when we look at the system as a whole rather than acting as though everything works independently of each other.  For example, in the case of a new hose bib it would be beneficial for you to know that high water pressure will cause fixtures, faucets, and appliances to fail prematurely. 
  We absolutely seek to gain our customers’ permission prior to checking over any part of their home.  Typically, the expectation of what we do is set during the booking of the appointment and once again when we arrive to someone’s home.  We empathize with your husband’s illness and certainly if we knew that you didn’t feel comfortable with his decision-making abilities regarding any part of the services that we provide we would have sought you out to request special approval.  As it was, our technician was met by your husband on arrival to your home that day and gained approval to do our standard inspection at that time.  As I understand it you were home when we arrived that day and chose not to meet our technician until we presented the pricing. 
  We were under the impression that the $109 discount and our explanation of the value of our services had resolved your concerns, so we were surprised when you called back several days later looking for an additional discount.  In response to your insistence that our repair was more than the “going rate” we were trying to explain where the pricing comes from and how the value of who we are and what we do is reflected in the pricing.  Our technicians are licensed, background and drug tested professionals who arrive in uniform, with fully stocked trucks, with shoe covers, and state of the art tools.  We pay our employees a fair wage and provide excellent benefits so that we can attract and retain the top HVAC and plumbing professionals in the industry so that our customers get the very best.  Absolutely all those things (and much more) are reflected in our pricing as it is for every business.  At Wahl we believe in the triple win, that by taking care of our employees, and our company, our customers get the best services/products, and we all win.

  It's possible that you could have gotten a lower price if you had someone else do the work instead of us.  It’s also possible that the companies you called just gave you a low number to try to get in your door and perhaps they would have changed the price once they saw the scope of work.  Either way, whether you care about uniforms and background checks, or not, it’s 100% your right to check as many prices as you want before you agree to have the work completed. Once the price was approved, the work was done, and more than 3 business days had passed, it was no longer your right to get a reduction in that price.  

  All of that being said we would have preferred to keep you as a customer and to have provided a warranty on the work that we did for the next 3-years.  As it stands, we're going to send you another $100 back with the understanding that we will not provide any warranty coverage on the hose-bib.  Please allow 5-7 business days to receive that check.  

   

  Customer response

  12/17/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called wahl heating to replace the flame sensor in my furnace. Stephen from wahl came tested the sensor (incorrectly) told me the main board was bad. Told me he does not have parts in stock. could take weeks to get. Gave me quote for sensor 418.00 abd circuit board 1336.84 Tried to get me to buy a new furnace for $6500.00 or replace the circuit board and sensor for 1800.00. Recommended a new furnace. CHARGED me 109.00 for Bad information. I called liberty heating and cooling same day. The guy came replaced the flame sensor charged me 65.00 and the furnace WORKS GREAT. Stephen from wahl is not a very honest person. I want my 109.00 back.

  Business response

  01/31/2022

  
  We were called out on 1/17/22 for a “no heat” call.  Our technician completed a diagnostic on the furnace and presented the options using our “ABC” format.  In this format we let our customers know the most basic issue(s) on “A”.  We also let them know about issues they may have over the next 6 to 12 months that could cause another breakdown on option “B”.  If the repairs total more than $1,000, which is close to a ¼ of a new unit, we make the recommendation on “C” that they may want to consider replacement of the unit. 
  During the visit our technician listed the flame sensor on option “A” with a note in parenthesis that reads “will get the furnace on”.  Our technician also noted that the terminals on the control board are “rusty” and that the wire on the board is “in bad shape” and suggested that the customer may also want to replace the board in order to prevent a future breakdown.  Being that the furnace is over 20 years old we did recommend that the customer start to think about replacement.
  Initially this customer reported through a chat (text message) to our company that the technician had improperly diagnosed the flame sensor as the issue.  Now here again this customer is accusing our technician of “dishonesty” when it sounds as though our diagnostics was the same as this other company’s’.   It sounds as though the price of the repair is more the reason for the dissatisfaction.  (That compiled with the information that the furnace is at the end of its’ life).
  That all being said, our goal is to provide 5-Star service and being that this customer does not feel that he received 5-star service we’d be more than happy to refund his trip and diagnostic fee.  

  Customer response

  01/31/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Bottom line is my Furnace was diagnosed incorrectly. The flame sensor was replaced by another furance company and the system is been working 100%. I feel the WAHL tech. did not put any effort in repairing the issue But instead tell me that the furnace is OLD and  should be replaced. I will close this complaint once I receive the fee I was charged.
  
  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. ↩