Complaints

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a water heater that is defective. it is not heating properly and is also leaking water and corroded. A technician named ***** came out on December 20th and stated that the issue was with the heating elements. He replaced both and said everything would be fine and that the leaking water was nothing to worry about. A little over a month later we have still got an issue with hot water, we called and explained and paid for another service call to come out. The new technician was very condescending and full of himself. He talked down to me the whole time not sure if it was posturing for the trainee with him but it was not a good experience. he tested everything and said it was all working still despite the fact that we were not getting very much hot water. He told me that it didnt matter and home warranty would not cover the issue not matter what unless the appliance was not working and even then they would want to repair it. they broke the relief valve when checking things and he did replace that at least but said basically sorry nothing more can be done then gave me an estimate of $5,000 to get a new one. The next morning we had even less hot water, upon inspection the tank and lines from the tank were cold and it was not working. i tried to hit the reset button on the tank and noticed it was wet inside of the panel and insulation where the reset is located. I then checked the breaker which was tripped. I turned the breaker back on and it what i would describe as a screaming noise and smoke was literally rising from the top of it then it arced and tripped the breaker again. I called and they sent the same technician out again who as soon as he arrived you could tell he was miffed that he had to come back at all. He ignored everything i said and told me oh no its just a little leak from the valve. I turned on the breaker and showed the smoke which he insisted did not make the it defective. he then left without fixing anything.

  

  Business response

  03/27/2024

  Upon investigation, we received a home warranty work order on the afternoon of 12/19/2023. We promptly scheduled a service appointment for the morning of 12/20/2023 for the complaint that the home had two water heaters that were not producing adequate hot water to the home. Upon diagnosing both water heaters, ************** found that the right-hand side unit had failed. ************** replaced the upper and lower thermostat and elements, which corrected the issue. The home warranty covered the cost of this service. There was no out-of-pocket cost to the homeowner. On 01/29/23, we received a new work order from the home warranty company for the same issue. For this appointment, we scheduled a diagnosis with our field supervisor, who arrived on the morning of 02/01/2024. Upon diagnosis, both units' heating elements and thermostats were operating appropriately and producing adequate hot water in the home. Our field supervisor damaged the T&P valve upon diagnosis and promptly replaced the T&P valve at no cost. Due to both units working appropriately, the home warranty did not agree to replace either water heater unit, although this did pay for the service visit on 02/01/2023 for a total of $68.85. As a courtesy, we provided a bid to replace two electric water heaters for a total of $3187.64. We also provided an estimate for installing a PRV and expansion tank, which is $1650.00.
  We received a phone call on the afternoon of 02/01/2024 from the homeowner stating the unit was now leaking. Our field supervisor returned on 02/02/2024. Upon diagnosis and finding the water flex line leaking, our field supervisor attempted to replace the water flex line, but the homeowner became very verbally hostile toward the technician. Management then advised the technician to leave the water heater unit as it was upon arrival and leave the property as soon as possible to protect **************'s safety. At F6 Plumbing, we strive to provide knowledgeable and excellent customer service while also following the guidelines set in place by home warranty policies. We understand the frustration of not having the home warranty entirely replace the water heater unit. However, the home warranty will not cover the replacement cost if a repair will correct the issue. We have discussed this complaint with our team and have educated them on conveying the repair vs. replacement requirements with a homeowner/policyholder before and during a service appointment.  

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/21/2023 F6 Plumbing installed a Water Heater in my home. I spoke with ****** on 6/19/2023 at F6 Plumbing of the brand and was told the brands they use are ***************** and Bridgewater but neither would be a choice, and to call *********** Home Warranty my warranty *** 1 st America gave me 3 options and I chose The Rheem. F6 Plumbing installed an ***************** without consulting me or the ***************** The technician ************** quoted me $920.00 and they withdrew $980.00 from my account., I spoke with ****** at F6 Plumbing 6/23/2023 and 6/26/2023 and the responds has been they are waiting to see what 1st American is going to do and proceed from there, but 1 American is saying they are sorry for the inconvenience because they had nothing to do with F6 Plumbing action of installing the ***************** , which I understand nor the fact they took $980.00 from my account and quoted $920.

  

  Business response

  07/07/2023

  Unfortunately there was no discussion of a specific brand requested during any interactions with the home owner prior to installation. During the diagnosis process, we determined that the water heater needed to be replaced. The home warranty agreed to pay all but $980, of which $50 should have been discounted due to the homeowner requesting to dispose of her own unit. It was our fault for not making the invoice adjustment prior to running the provided card for payment. However the $50 was immediately refunded, leaving the total balance paid at $930. The homeowner voiced her concern with the brand, after the technicians had left, after install. The home warranty did initially order a specific brand, but then canceled that order. Due to us not being able to pick up the original unit, we provided one we had in stock with the same mfg warranty, as to not have the homeowner wait longer than anticipated for a new unit. This allowed us time to work with the home warranty to re-open the purchase order with the intentions of re-stocking. The home warranty typically orders from several different suppliers, which means there are several different brands ordered.

  Customer response

  07/10/2023

  Complaint: 20238331
  
  I am rejecting this response because:
  The statement is not true, however being verbal and request made to both Home Warranty and F6 Plumbing before installation.

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

  

  Business response

  07/10/2023

  We apologize for any confusion; however, neither ****************** nor First American Home Warranty specified a request for a specific brand. That was brought to our attention after the installation was complete. The agreed out-of-pocket price was $980, and we removed the $50 disposal fee. It was our mistake to charge the full $980, and we immediately responded to that issue with a refund of $50. ****************** also signed her invoice, agreeing that all work was completed satisfactorily and workmanlike. She was allowed to address concerns or discrepancies in the work provided, and she either had no such problems or found no discrepancies. We would be happy to replace her unit with the preferred brand. The cost to do so would be only for labor and a new water heater tank. 

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