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:10/15/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  After an incident with a potential buyer and my gas fireplace, Coserv was called and found the home to be safe. We decided to turn the gas off at the meter to avoid another gas incident since home is vacant. On 10/12/2022, C&W Plumbing was asked to come to the home to switch the gas on from the meter since Coserv would not be able to do it in time for my buyer to inspect the home. This should have been a quick, straightforward process. This is what happened: first person, Andrew came out and said he had to test for leaks before he could turn on the gas. He then said there is a leak and he needed to do further testing but could still get the gas on that day. That was a 260 an hour charge. He then made some confused explanation on the fix and sent another guy Paul. Paul does not contact me to let me know the start of his hour or when he leaves my property. He also proceeds to tell my buyer that he has to cut holes in the walls and there are leaks. The buyer contacts me. After numerous contacts with their customer service, Paul comes back and tell me and my realtor that he can fix the gas and turn it on today but he has to cut holes in my walls and fix a nail that has somehow punch a hole in my gas line that Coserv could not find. He then sends me a quote that ranges from 2000-1000 dollars to fix the leak. When he has finished "fixing" the leak, he then tells me that he cannot turn on my gas and must have the city inspect because no gas is coming to my home. I tell him many times that the gas is still servicing my home. He refuses to turn the gas on so I proceed to call Coserv. On arrival from Coserv, I find out that Paul from C&W tampered with the regulator on my gas and TOOK it with him, proceeded to lie to the Coserv person saying that I said they shut my gas completely off. Coserv waits for CW to put my regulator back so he can test. Coserv says CW just had to turn the gas on at the meter. Coserv has to recheck gas and is able to turn on in minutes.

  

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/10/17) */ I have spoken with Mrs. ***** and I have explained the situation and sent her documentation of the leak that was going on at her house in the line going to the fireplace. The line had a nail hole shot through the line (most likely a roofing nail.) The City of Allen will be inspecting the work that was done at her home and all pictures of the issue and the invoice were sent to her to look at and pay. I credited back some of the location time to her account out of Goodwill to the customer. As I explained to Mrs. *****, Coserv should not have turned on gas to her home without the city inspecting her home and verifying no leaks were present. We test the lines in pounds of pressure where the gas company typically tests the lines in ounces. I will speak with both the Service Manager and Technician concerning what happened at her home in detail following speaking with her about the issues that she brought up. Consumer Response /* (3000, 7, 2022/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have spoken with this business and decided to pay for what I agreed to previously because they did do a service and I need documentation for my buyer. Do I feel the service was necessary or honest? Because of the actions of their employees and their lying...no, I feel taken advantage of. After living there for 6 years, no gas issues from the fireplace, CoServ coming out to check the gas line and stating it was safe after a potential buyer fiddled with my gas fireplace, I needed this company to just do a quick turn on. I'm not confident that the actions of this company is trustworthy in my case. I also did agreed for the city to inspect my home because I want to make sure the home is safe for my buyer. I am not happy or satisfied with the conclusion of this issue. Here are my issues. 1. I was not provided with any detailed documentation until I spoke with this company after this report. I lived in this home for 6 years without any gas issues or smells from my fireplace. 2. The ounces and pounds being tested from them vs CoServ means absolutely no sense to me. CoServ is willing to come out, test, and fix any leaks for free. My gas line was not turned off by CoServ, my realtor turned it off at the meter to prevent any issues with further clients at home showings because someone had fiddled with the gas. 3. The plumber took whatever "regulator" on my gas line that is needed to be there for CoServ to test my gas line. He knew CoServ was coming. He then lied to the Coserv employee stating that I said my gas was turned off by them. We had just had a convo where I told him that the gas was not shut off. This person also stated that my painter, whom I did not discuss gas with, stated that the gas line had been shut off by CoServ so he couldn't turn my gas back on. This was also not true. 4. Coserv turned my gas on in minutes. All the pictures and work done on my home may or may not be accurate since the employees are not fully honest. 5. The plumber discussed with my buyer that there was gas issues before even discussing it was me and alarming my buyers. 6. Upon taking to the manager, they said that Coserv does not accurately test homes for gas and they shouldn't have put my gas on. That makes no sense to me. Coserv will check leaks and fix for free. They have an emergency line for any gas smells or concerns. What benefit would it be to inaccurately test homes and allow them to not be safe? It would benefit a plumbing service to "fix" an unnecessary problem to bring in extra money though. 7. All in all, this company has made me extremely uncomfortable and taken advantage of. I just don't want to not deal with them anymore. I was in need of an honest service to help me and I don't believe that is what I received. I have attached documentation from Coserv's emergency line about the gas. Business Response /* (4000, 9, 2022/10/25) */ ****** called CW Service Pros the morning of 10/12 stating her gas was off and she needed to get it turned on. ****** was not living in the home. She stated that while the house was on the market people were fiddling with the gas and someone had left the gas on at the fireplace, causing a gas smell in the home. To avoid any other gas issues, the gas was shut to the home. ****** did state the service was not disconnected by CoServ. ****** had requested a service call from CW Service Pros to come to the property and turn on the gas. CW Service Pros sent out a technician the same day 10/12/22 and arrived at 10:16 AM. The technician emailed the estimate to perform a gas test on the system the verify whether or not the system was leak free. Due to liability and customer safety reasons, CW Service Pros will not turn the gas on to a system that is shut down, whether or not it was shut off by the gas company or someone else, without performing a leak test. This work was approval was e-signed by ****** approving the test. (Estimate #XXXXXXXX) The pressure test was performed in compliance with the International Residential Code at 3PSI. The coded states the pressure test must be performed at not less than 1 1/2 times the working pressure, but not less than 3 PSI. The system failed the test-indicating a leak in the gas system. ****** ***** was emailed the invoice for the leak test portion of the work, stating what was done and the findings. This invoice was emailed to ****** where she signed off via e-sign (Invoice # XXXXXX) ****** ***** was informed of this and was emailed an estimate to perform leak location. ****** signed the estimate approving the leak locate fee at $260/hr. (Estimate #XXXXXXXX) The leak locate was started in the afternoon of 10/12/22 by Paul Lester. Paul arrived at the home at 3:31 PM and left at 4:48 PM. Paul would need to return on 10/13/22 to continue the leak locating process. Paul arrived on 10/13/22 at 9:47 AM to continue the locate process. Once the leak was located, Paul created an estimate for the repair. An email was sent to ****** ***** at 1:14 PM on the 13th with a copy of the repair. (Estimate #XXXXXXXX) ****** ***** called our office at 2:18 PM and she told the CSR, Elijah, the email said she could reply to the email or call the office to schedule, so she decided to just call in. ****** verbally approved for us to move forward with the estimate for $1,048.70. She states very clearly the amount and she wanted to proceed. The repair was made by Paul on 10/14/22. A CSST gas line was against the roof where it turned down to the fireplace. The CSST pipe had a nail hole in it from the roof installation. We have the pipe as well as pictures of the damaged pipe. On 10/14/22, after the repair, ****** ***** called into our office making false accusations. She stated to our office that all she originally needed was for someone to come out and "push a button" to turn her gas on. Gas does not turn on by "pushing a button" it does turn on by pushing a valve. As mentioned at the beginning of this document, we were called to turn on the gas. As mentioned, it would be extreme negligence and a huge liability to turn on the gas without first checking to verify the system was leak free. The very reason that is standard protocol is for situations such as this. Had we have gone out and just turned on the gas to this home without testing it and the new homeowners started smelling gas, we would be in the middle of a very bad situation where we turned on gas to a home that had a gas leak that can potentially cause loss of life and property. CW permitted this job with the City of Parker. It was inspected and approved. I have no doubt that the City inspection Office would agree that a plumbing company should never just turn the gas on to a system without a proper code approved test. CW Service Pros followed all the correct procedures and communication with the homeowner as can be clearly seen in all the documentation that was provided. It is very evident that ****** ***** was aware of what was taking place and the cost associated with it. We did get documented authorization every step of the way. We did subsequently, as a good will gesture, remove the additional hours for the leak locate process of the job. ******'s Issues 1. It is evident that we kept ****** in the look and provided documentation what was being done each step of the way. Emailed and signed documents as well as recorded call. 2. The pressure test we performed is the code required pressure test. (IRC G2417.4.1) Plumbing code requires different test than gas company. This is not something we just choose to do, it is required. 3. The regulator that we removed is not the Co-Serv regulator, but the regulator in the attic that had to be disconnected to pressure test the system with 3 Pounds of air pressure. The regulator we removed is not designed for this amount of pressure and can cause them to malfunction if not removed. Once the test was complete, this regulator was re-installed. There was some confusion with our technician about who originally shut off the gas, CoServ or a representative of the homeowner. Who turned it off is really a moot point. The process would have been the same. We tested the system, and it had a leak. We got authorization for a repair, made the repair, got an inspection from the city as required by code and law. The city would inform the gas company that we passed *********** and they could turn on the gas. 4. We have not control over CoServ and when or if they choose to turn on the gas to the home. We can only follow the code and law for gas repairs. We are required to pull a permit, get an inspection, and once passed, the gas will be released to the gas company to turn on. This inspection was approved on 10/21/22 and the information was forwarded to ******. 5. As far as our technician communication with the buyers, that is correct. They were present at the time we were making repairs and the tech explained what we were doing. 6. As far as the conversation with a manager where you stated you were told that the gas company does not test the line accurately. It is not that they perform an inaccurate test, it is that when plumbers perform a gas test, as previously stated, the plumbing code required standard is to test the home at a minimum of 3 PSI. The gas company only tests the home at working pressure. We cannot speak for the test performed by CoServ. We can only speak for the test we performed that failed. Also, CoServ does not fix leaks on the house side of the meter. They will only repair leaks up to and including at the meter. Any leak past the meter is the homeowner's responsibility to have repaired by a licensed plumber. We would never fix an unnecessary problem to bring in extra money. We tested for a leak, informed you of the issue, and gave you options to repair. Upon your authorization, we made the necessary repairs. Consumer Response /* (2000, 11, 2022/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just want to be done with this company. I have shared my experience, paid for work that was "done", and hope to let both parties move on.