ComplaintsforCaliente Plumbing Heating And Air

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Caliente installed a unit in my home 3 1/2 years ago ( 3/13/2020) 1 month ago a plumber informed me the systems valve was not on and not sending treated water to the house. Since the install it never sent any treated water to any parts of the house. All the fixtures, dish washer and clothes washer have a lot of mineral build up. 2 weeks after the install we contacted the owner **** with concerns from tarnished silver ware in the dishwasher. **** the owners advice was to change the dishwasher detergent. The owner did not care to check our system and this 3 1/2 year waste of softener system could have been avoided. I have contacted their office for weeks and no one has bothered to call me back. I even sent an email and called the owner **** directly and they wont make the time to call me back.

  Business response

  08/14/2023

  The water softener was not left in the bypass position when installed. The system also requires annual maintenance checks along with the water heater. Caliente cannot be help responsible for issues when other companies have performed maintenance  on our units. This unit was also offered with a large discount in excess of $1000 that was part of a contractors package and therefore did not include any supplemental servicing and would have been the homeowners responsibility. Caliente stands behind the product and offered to remove the unit and install in ************** new home and that offer is still available.  

  Customer response

  08/14/2023

  Complaint: 20457576
  
  I am rejecting this response because: the responses by  Calinte plumbing are not factual. The system valves was in the same position from when they installed the unit, caliente and specifically **** the owner was contacted with in 2 weeks of the install and they disregarded initial concerns regarding signs of tarnished silverware from the dishwasher. We never stated another plumbing company serviced the unit. On 7/14/23 the valve was opened which was left shut off the day it was installed and we were not instructed to move or adjust any valves nor were their any instruction to adjust the valves on the day it was installed. Offering to move our system to another home does not in any way shape or form make up for the 3 years and 5 months of wasted water through the system, wasted water softener pellets and 3 years of the system parts, labor warranty wasted (12 years given by the installers). 

  Business response

  08/14/2023

  The water softener is fully functional. If any lines need to be flushed we are happy to help. 

  Customer response

  08/15/2023

  Complaint: 20457576
  
  I am rejecting this response because:

  the only resolution we are willing to accept is retribution for the 3 year 5 months lost of the use of the system Caliente installed and disregarded concerns regarding issues with our system with in 2 weeks of the install. 3 years of the system not providing the services it was paid to do and 3 years of wasted softer pellets  we estimated that was worth $841. the details are listed below. these details have been emailed to Caliente with no response.   

  Caliente : reimbursement request
  12 yr warranty parts & labor
  3 years lost due to negligence when contacted about initial concerns with in 2 weeks of install. **** the owner of Caliente was directly contacted with concerns of tarnished silverware from the dishwasher and his response was we needed to change our dishwasher detergent. 
  
  
  3 years = 1/4 of warranty time
  1/4 of unit cost $625
  ($2500 cost)
  $216 pellets reimbursement for waste of salt pellets
  (Avg 1 bag a month, $6 a bag, 36 months)
  
  $841 requested reimbursement 

  Only a monetary reimbursement will solve our complaint. Service or maintenance offers wont solve our problem which stemmed from the install date and our requests for attention to the matter were disregarded.  

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

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  An unauthorized charge was deducted from my bank account one year later after services rendered my bank account is under closing and switching accounts it was under temporary pending closing status a small balance was in account for safety reason only no active transactions Once I notified Cliente about unauthorized charge it too 2 weeks to get them to reverse the charge it made my account over draft based on funds available I explained this to the office manager and NOTHING was reimbursed on the over draft fees Every day the charges continue to add compared to that if they would have paid back immediately total charges as of today are $195 and climbing.I have ask to speak with the GM/owner and He has refused to call me no calls as of today just pay the fees that they are responsible for and I will be fine

  Business response

  06/23/2023

  The service agreements are renewed automatically unless canceled and we do require notice to cancel. Once this plan was cancelled we processed the refund immediately.  All money has *** refunded as of 6/7/2023. We cannot reimburse fees assessed by a bank or credit union. The best advice I have is call the bank and let them know the situation and that the charge was refunded and ask they simply waive the fees. 

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