ComplaintsforSame Day Water Heaters, LLC

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Through ********** services (on 8 Jan ****) i had a conversation last night with a very knowledgeable lady about getting my leaking hot water heater replaced. She quoted prices based on exact water heater, including cost of the water heater itself. She quoted the installation cost and knew all necessary extras to be code compliant in my city (expansion bladder) and gave me a price with a small caveat that it could be a bit more to extend pipes etc. Further she and i discussed the location of the water heater (in the attic on the second floor up attic stairs).When the crew came out to replace my water heater (9 Jan ****), they wanted 50% MORE. It was a bait and switch. I will not use this company EVER. They tried to cheat me and i do not appreciate it.

  Business response

  01/26/2024

  Hello *****,

  We appreciate your feedback and apologize for any confusion. Our goal is to provide transparent pricing, and we want to address your concerns. We provide complete price transparency over the phone, and all customers agree to it before scheduling. We go over the fact that plumbers will provide the final price while in the home, and customers have the option to decline services at no additional cost.Our Honesty Policy ensures transparency in installations, and any unnecessary items identified during inspection are fully refunded. We take your experience seriously and regret any miscommunication. We are A+ rated with BBB since 2014, reflecting our commitment to integrity and customer satisfaction.*************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a water heater, 2 water supply lines, and 1 drain pan from *********** When you purchase from ********** you can use ********** Home Services(HDHS). HDHS REFERRED me to Same Day Water Heaters, a 3rd party vendor not part of *********** The items were delivered to my home by *********** I scheduled with Same Day Water Heater:Installer 1. Used the water heater, the drain pan, but refused to use the water supply lines. He said ********** parts are for DIYers and not professionals. I pointed out that he used the water heater and metal drain pan, he said he didn't have the right size drain pan so he used mine.2. He used his own supply lines and added $106.32 to the invoice.3. He broke my ** condensor line (next to the water heater) and did not tell me - he went to ********** for parts (ironic) - he improperly repaired it. My floor flooded from the ** leak and I had to get it repaired.4. I contacted Same Day WH upwards of 15 times via phone and email to get the corrected invoice removing $106.32 so I could pay. They never responded.5. I call today and they sent it to collection.

  Business response

  12/26/2023

  Hi 

  I want to express my sincere apologies for the challenging experience you've had with your recent purchase and installation through *************** Services and Same Day Water Heaters. It's disheartening to hear about the difficulties you've encountered, and I truly empathize with the frustration and inconvenience this has caused. I understand that we fell short of your expectations in various aspects.

  I am genuinely sorry for us not being able to speak with you during our multiple attempts to reach you starting November 11, 2023. Lack of response from Same Day Water Heaters is not what we are about. I can only imagine the frustration this has caused. Your feedback is crucial for us to improve our services and prevent such issues from occurring in the future.
  I assure you that we take this matter seriously, and I will personally escalate your case to ensure it receives the attention it deserves. We are committed to resolving the billing discrepancy promptly and rectifying any damage caused during the installation process.

  I would love the opportunity to make this right, however, your case has already been forwarded to another department, and at this time, it is not reversable. I will reach out to them to see if there is anything I can do to help. 
  Once again, I apologize for the inconvenience you've experienced, and I appreciate your patience.

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

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beware: If you need a hot water heater replace do NOT use ********** contractor service same day water heaters!They will have a scheduling error. I called Monday ant 7pm to schedule an appointment and received an email confirmation 5/16 between 9-3pm. No one showed. I called and they said I was scheduled for the day before . Im not sure how because I called at 7pm!!!! Attempt to reschedule you for the next day (today) and still not show up or call during the appointment time!

  Business response

  05/31/2023

  ****,

  I would like to extend my sincere apologies for the inconvenience and frustration you experienced. It is disheartening to hear about the scheduling errors and lack of communication that occurred during the process of replacing your hot water heater. Please know that we take your feedback seriously, and we are committed to addressing the issues you encountered to improve our services moving forward.
  We deeply regret any confusion caused by the scheduling mishap. It is our responsibility to ensure that our customers receive timely and accurate information, and we understand how frustrating it must have been to have conflicting information regarding your appointment. We apologize for any inconvenience and frustration this may have caused you.
  Our goal is to provide reliable and efficient service to our customers, and we failed to meet that standard in your case. We understand the importance of respecting your time and maintaining clear lines of communication. Rest assured, we will investigate this matter internally and take appropriate steps to prevent similar issues from occurring in the future.
  We genuinely appreciate your feedback as it helps us identify areas for improvement. Your experience is not reflective of the level of service we aim to provide, and we assure you that we will take this opportunity to learn and grow from it.
  Should you require further assistance with your hot water heater replacement or have any other concerns, please do not hesitate to reach out to us directly. We value your business and hope to regain your trust in our services.
  Thank you for bringing this matter to our attention, and we apologize once again for any inconvenience caused.
  Sincerely,
  *******

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had them replace my "under warranty" hot water heater that was purchased in 2019. Serial number ********** MFG Date 01 Apr 2019. They charged me $469 in overages. *********************** was the plumber. He came out 04/20/2023. He said the overages were to get it up to ***** city code. I said that they had charged me that in 2019 to get it up to code then. He said the code has changed since 2019. It has not. It was changed in May 14, 2015. ************************************* go to water heater requirements and then down at the bottom of the *** file it says Rev 5/14/15. (*** file attached) I want my $469 back. That is theft by deception.

  Business response

  05/02/2023

  ******,
  Thank you for taking the time to provide feedback about your recent experience with our company. We apologize for any inconvenience caused and would like to assure you that we take customer feedback seriously. We are currently investigating the matter and want to address your concerns about our pricing policy.
  

  We strive to be transparent in our policies and procedures and apologize if our pricing policy was not communicated effectively during your initial call. Our Price Transparency statement is provided to all customers, and it outlines that our plumbers will provide you with a final price and install your water heater to local building codes and regulations,and you have the option to decline the service at no cost to you.
  
  We understand the importance of quality service and made two follow-up calls to you to see how our services went. You expressed dissatisfaction with the leak still present after the installation, in which our plumber reached out to you about on Friday 4.21.23. We want to ensure that our customers receive the highest standard of service and offer our Honesty Policy, which states that if the inspector determines that we installed a part not required by code, and the part was not required by the manufacturer, we will gladly refund the cost of the part. However, if additional parts and labor beyond the original install are required to bring the installation up to code, we provide these at no cost to you. As a ********** authorized service provider, we ensure that our installations meet the manufacturer's requirements and local building codes and regulations. Looking at your Water Heater Requirements PDF that you submitted, it appears that all items installed were needed. Please note that our records do not indicate that an inspection has taken place yet.
  
  We appreciate the opportunity to address any concerns you may have and value your business. Please do not hesitate to contact us at ************ if you have any further questions or concerns. We look forward to the opportunity to serve you again in the future.
  
  
  

• Initial Complaint

  10/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  See my attached email to Same Day Water Heaters dated 9/21/2022 for a detailed summary of all facts related to my complaint. SDWH did not respond to my 9/21/22 email. Instead, a District Services Manager from Home Depot called me two days after the date of my email to SDWH (the first communication I had received re: this matter in 43 days) to hear directly from me the details of my complaint and my expectations for resolution, then a second time the following week to communicate a different and still grossly inadequate $ settlement offer (vs. what SDWH had previously communicated), indicating that it was the "final offer", presumably intending to intimidate me and force me into accepting less than I was entitled to given the fraudulent, exorbitant overcharge by Same Day Water Heaters, as outlined in my 9/21/22 email. NOTE: My complaint is not against Home Depot. I purchased the water heater from Home Depot; SDWH is the plumbing company with whom Home Depot has a contract for installation. I did not choose SDWH; I had no say-so in selecting a plumber. I initiated my complaint to/with SDWH three months ago, yet have gotten no resolution to date, thus prompting my 9/21/22 email. As I indicated above, SDWH did not reply to my email, apparently opting to discontinue direct communication with me, instead enlisting the support of their customer, Home Depot, to address my complaint. I assume their goal is to leverage Home Depot's clout in an effort to "make me and my complaint go away". At present, I am pursuing further communication with Home Depot since SDWH engaged them directly. To be clear, I do not seek help from the BBB in my interaction with Home Depot. My complaint and request for the BBB's involvement is specifically and solely directed at and against Same Day Water Heaters for their deceptive, unethical actions related to the installation of my water heater and their "bait & switch" overcharge for that installation.

  Business response

  12/15/2022

  Business Response /* (1000, 5, 2022/10/18) */ ********, your review is certainly not what we like to hear but thank you for your feedback. We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with Same Day Water Heaters. We are committed to being very transparent with our customers about what to expect with their installation, and offered you a "free, no-obligation estimate" that was accepted and a contract signed prior to the installation of your new water heater. When we originally spoke with you after the install to ask if you were completely satisfied, you stated "Yes, except for the price tag. The installers were polite, accommodating, cleaned up everything, and explained why there was a difference in what had been quoted. They showed me what they were doing and showed me how to operate the controls on the unit. Everything was fine. They were efficient, here and gone in about 2 hours." We were very pleased to see that your water heater passed the municipal inspection. If the inspector had found anything we installed was not needed, those parts and labor would have been refunded as part of our Honesty Policy. In speaking with the Inspector and his superior however, the inspector would not validate that he made those comments. However, as an accommodation for any misunderstanding, a good faith offer of a partial refund was previously made to you by The Home Depot, and this offer remains open. Consumer Response /* (3000, 7, 2022/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The initial feedback I gave to Same Day Water Heaters, as they outlined in their response to the BBB, was accurate at the time, including the part about my surprise and dissatisfaction with the nearly $1,000 increase in price vs. the quote I was given when I purchased the water heater. The circumstances changed, as I specifically and factually stated in my complaint, when the City of Dallas inspector, upon inspecting the water heater installation, plumbing configuration, etc., advised me that there was no work necessary to "achieve code compliance, because I was already compliant" and that "all work done was 100% related to installation ONLY, not code compliance." Therefore, the inspector's assessment and communication to me negates what the SDWH tech told me BEFORE even examining my existing water heater and plumbing: "The additional $1,000 is to bring everything up to code." That is the specific change in circumstance that prompted me to call SDWH to request a full refund of the overcharge based on what I had previously been told by Harry at SDWH when he called me to schedule the inspection. Specifically, when I expressed my dissatisfaction with the price increase, Harry informed me that Same Day Water Heaters has a company policy that he referred to as their "Honesty Policy", whereby a customer would be refunded any charges assessed for work that the City inspector deemed to be unnecessary (for code compliance) or that the homeowner did not approve. Both of those factors apply to and support my complaint and request for a full refund of the superfluous charges, $985.25 to be exact, that SDWH "tacked on" BEFORE installing my water heater, NOT AFTER the work was completed. Now SDWH claims that the City's inspector and his supervisor deny what the inspector told me on site at my home, but neither SDWH nor the City Of Dallas has provided me with tangible documentation to refute what the City's inspector told me. SDWH had more than three months to get information from the City that would presumably support their claim, but they produced nothing. In fact, Danny ***** at SDWH told me twice via phone and three times via email that he had been unable to "even get a response" from the City, no returned phone call and no email reply, which begs the critical question, when and how did the City's inspection supervisor communicate that their inspector denied having told me what he did? Furthermore, SDWH did not communicate to me that the City's inspector had denied giving me the information he did on the day of his inspection. In fact, SDWH didn't even reply to the email I sent on 9/21 after having received no communication from them for 41 days. Instead, they ignored their customer, abdicating responsibility for my situation and their actions by engaging Home Depot and having a representative from Home Depot call me. It was the Home Depot representative who told me that the City's inspector had denied the conversation that took place at my home on July 7 when the water heater was inspected, but he also could not and did not provide tangible, first-hand evidence of that alleged denial by the City's inspector. As such, I requested a conference call with representatives from Home Depot, Same Day Water Heaters and the City Of Dallas' inspection department, including the inspector who looked at my water heater on July 7, so he could tell me himself, deny to me directly, that he had communicated the information I have stated. My request for that conference call was ignored, and SDWH and Home Depot expect me to simply take their word for it when they say the City inspector denied having told me what he did. Unless or until they can provide tangible documentation or allow me the opportunity to have a conversation with the inspector who looked at my water heater, I am disinclined to believe, and the BBB should likewise not believe, that any of the other parties involved in this dispute are acting in good faith and telling the truth. I am the only party that has produced written, chronological documentation of the events, communication and facts related to my complaint. I am the only party who has consistently stated the facts and told the truth. In fact, SDWH essentially acknowledged wrongdoing when Danny ***** offered me a $400 refund after I called to register my complaint about the overcharge. If SDWH believes they acted honorably and the $2,325.69 they billed me is a legitimate charge, why would they offer me any refund at all? Why would they not stand by the figure they charged me? And why, when SDWH opted to engage Home Depot after I refused their $400 refund offer and ultimately sent them the email on 9/21, did Home Depot offer me a $500 refund? Apparently Home Depot didn't support SDWH or the amount they had billed me, so another random, subjective figure was thrown out in an effort to appease me. For the record, I asked the Home Depot representative to explain to me why first $400, then $500 was the appropriate refund, i.e., I requested substantiation for the amount they were offering and why they believed that was the refund I should get vs. the full amount of $985.25 that I had requested. As with my request for a conference call with SDWH, Home Depot and the City of Dallas' inspector, my request for substantiation of the refund amount that was being offered to me was also ignored. I am tired of being ignored. I am tired of being taken advantage of. I am tired of being the only party telling the truth and providing facts to support my position, while other parties fail to provide tangible evidence to support the false information they espouse, presumptuously suggesting that their word supersedes mine and everybody should simply accept that. I do not accept that. The BBB should not accept that. I am rightfully entitled to a refund of $985.25 and, unlike SDWH (or Home Depot), I have provided more than sufficient factual information and rationale to support my claim. Business Response /* (4000, 10, 2022/10/26) */ We regret that we are unable to come to an amicable resolution. We have conferred with our Home Depot partners; they have confirmed that a $500 refund is the only accommodation that they are willing to authorize. For further questions you may have regarding plumbing code requirements, we would kindly direct you to your municipal plumbing inspector's office. Thanks, Nikki B Consumer Response /* (3000, 17, 2022/11/05) */ SDWH deflected accountability to their customer by literally passing *** buck to Home Depot to clean up their lies and mess. Regret? Yes, that's the one and only thing we agree on. It most certainly is regrettable. It's also bad business.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a water heater from "Same Day Water Heaters" back in June of 2020. On the phone they sold me a 50gal water heater. A 40 gallon water heater was installed. When I told them that I had ordered a 50 gallon I was told the 40 gallon was what he had on the truck (Guess I should be glad the one on the truck wasn't a 10 gallon!) The transaction is not complete and it has been 6 months. Same Day Water Heaters stood me up 3 times on 3 appointments. If I did that to them they would impose a fine on me for the inconvenience. 1) Same Day Water Heater owes me for the 3 appointments/days they stood me up. I will provide my W2 to verify what they owe me for restitution. 2) Someone in Management (Danny W****) to call me, set an appointment and actually finish the job they started 6 months ago. Had it been "me" doing this to Same Day Water Heaters they would impose fines on me for failing to keep appointments with them. This is a 2 way street. They need to pay me for my time they wasted and they need to finish the job during the "next" appointment.

  Business response

  02/21/2022

  Business Response /* (1000, 7, 2021/12/08) */ Hi ****, Thank you for your review. I'm sorry to hear you had a frustrating experience, but we really appreciate you bringing this issue to our attention. We are waiting on your availability so we can have our plumber come out on and make sure everything is good for your inspection. Please text our General manager with the date that works best for you. Thanks , Nikki Consumer Response /* (3000, 9, 2021/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are once again in the process of setting an appointment to have this job complete. Given they have set 3 appointments and stood me up on all 3 I will believe it when I see it. In the event that Same Day Water Heater stands me up again I will see them in court and they can explain this to a judge. My attorney recommended going thru the BBB first as that will look better in court. This should have been finished MONTHS ago! Business Response /* (4000, 13, 2022/01/18) */ Hello Mr. ********, We had our Lead plumber come out on December 15, 2021 to make sure everything was ok since the inspector was also coming out on the 15th. Your inspection was passed by the city. If you have any further issues or concerns that need to be addressed, please let us know. We really appreciate your business and thank you for being a valued customer.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  same day water heater sold and installed a water heater using poor materials as well as poor craftmanship. Home depot gave us the run around and I just found out today that same day water heater actually sold us the water heater not home depot. deceptive trade practices. The flexible tubing that they supplied and installed failed, causing damage to our home and required us to hire a real plumbing company to fix the problem.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/09/03) */ Mr *** and I had the opportunity to talk a couple of days ago. We have installed 2 heaters in two different homes over the last few years and is now looking at a 3rd. When he went to The Home Depot they asked about getting this most recent unit installed and it brought back bad memories of the one we installed in 2016. At that point he wanted to raise his feeling with someone and you were contacted. As we discussed the situation I understand that that original install had a leak. Rheem was called and they went out. I never got information from Rheem but from my discussion with Mr ***, it was a defective , stainless steel supply line. Mr *** had it repaired and in fact at this move has now thrown the line away. I really would have liked to see it. We discussed the stainless steel supply lines vs copper and i mentioned that we install about 7000 heaters year and most of them with that stainless steel line. The conversation ended with my apologies that this took place and my letting him know to call me if I can ever be of any assistance in the future. I appreciate his input and I think he appreciated the call and conversation. Please close this case. Thank you, *****

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Service 8/9/2021 Service performed: Replaced hot water heater located in the garage Initial phone estimate: $1,187.97 - Actual in-person estimate and total $2,061.22 Total cost increased $873.25 - Complaint: Deceptive and misleading sales tactics. I was charged an additional $873.25 on top of my initial estimate. The plumber said I would fail the inspection if they didn't install an expansion tank, stainless water lines, and a larger gas line. This statement was not true at all. I found out in my area the county does not inspect hot water heaters, nor require any additional parts to meet code requirements. I'm located in an unincorporated area so there are also no city code requirements as well. I verified all of this on the phone with Denton County Inspections and the city of Little Elm, TX. I am requesting my $100 permit fee be refunded along with the additional parts and labor that were not required to pass inspection - I am requesting a refund of $873.25

  Business response

  11/04/2021

  Consumer Response /* (2000, 5, 2021/09/07) */ Hello, Same Day Water Heaters has reached out to me and resolved the issue by refunding me a total of $511.00 for the unnecessary parts and labor. This is a satisfactory resolution to my initial complaint. Thank you, ******* ******

*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. ↩