Complaints

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.

• Initial Complaint

  Date:08/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I have a ********** plan with ******** **** ****** ****) for home warranty. I filed a service request for a leaking water heater in my house on 7/22/2023 (dispatch #*********). The ******* Company was assigned by *** as the plumbing contractor to diagnose the problem. Upon diagnosis, their technician determined there is a crack in the tank and it needs to be replaced. The technician said he will send a report to ***, along with a cost estimate. Subsequently, I was informed by *** that to replace the water heater I will have to pay $1070 out of pocket as there are some non-covered costs under my policy, since the contractor reported them as "modifications" required for new water heater installation. These are gas lines, sediment traps, connections for the T&P valve, drain pan replacement, etc. I think these are minimum requirements to install a new water and are not any modifications. I have called The ******* Company a couple of times to explain me why these replacements (or "modifications" as they term it) are required and if they are required per building / plumbing code. The lady on the phone says that she will ask their technician to call me and go over those items. But I did not receive any call yet. When I requested *** for a cash out option, they are giving my $550 which as per them is what ******* company is invoicing them for new water + install. This to me doesn't seem accurate, as I have installed a new heater some years ago and I know what it takes to install it in my 2nd floor attic. Hence, I requested *** to provide me with a copy of the invoice. But they asked me to get it from The ******* Company. When I contact the company, they said that they cannot provide it and gave me some absurd explanation. I request The ******* Company to a) provide a proper explanation of the items that is not covered by *** and b) furnish a copy of the invoice they are charging *** for new water heater + installation. Thanks!

  Business Response

  Date: 09/05/2023

  Good morning

  Sorry for the late response as this email was hidden.  After looking at the records it looks like this was resolved and the new water heater was installed 8/23/22.  We appreciate the business.

   

  Thanks

   

  Matt *******

  Customer Answer

  Date: 09/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  ******* company didn't provide a timely response on purpose, and have cornered me in getting the work done through them as they knew the water heater leak would worsen over time, and I would be left with no other option than going with them. I had to pay them for replacements of some parts that were in good condition and needed no replacement. They were perfectly fine as per plumbing codes. I don't believe ******* company is following ethical business practices.
  
  Regards,
  Sunil ******
  
   
  

  Business Response

  Date: 09/19/2023

  I am attaching the invoice notes.  The reimbursement/cash out amount is between you and the warranty company.  The contract is with them.  The price was reduced $200 from the original invoice on the 27th.  An inspection was involved and we do not reuse parts.  The average water heater installation in Houston without a warranty company is $2300 I would say you got a good deal.  

  Work Summary
  7/27/23 Eddie- Rheem 40 gallon short natural gas water heater on the right side of two units in second floor attic is leaking from the tank and must be replaced. Modification are required to install the new water heater and are not being covered by ***. Estimate for new gas line with sediment trap is $195, t&p line is $175, new drain pan is $150, permit with the city is $200, vent pipe reseal is $350. A total of $1,070 must be collected the day of the installed. Autho for today is 700RBAA.

  8/23/23 Eddie- We installed a new Rheem 40 gallon short natural gas water on the right side of two in the second floor attic. We modified modified the gas line, t&p line, installed a new drain pan and pulled a permit with the city. Everything is working ok and homeowner paid a total of $870 by card.

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I had the Lindsay Company come out to take a look at my garbage disposal. When they came out they looked at the disposal and said there was no problem as the disposal was not currently leaking. I had kept a cup under my disposal as the disposal had been leaking and they could see exactly where the leak was coming from. Both the technician and the representative I spoke to on the phone were extremely rude and the representative on the phone at one point started yelling at me. They refused to fix anything despite there being clear evidence of a leak and refused to return the fee I paid to have them come out.

  Business Response

  Date: 01/09/2023

  Good afternoon

  From the invoice we have the strainer that holds the garbage disposal to the sink was loose.  This can cause water to leak down.  If the disposal is still leaking feel free to call in a recall work order.