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Complaint Details
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Initial Complaint
03/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Clockwise Plumbing accepted an order from Choice Home Warranty to replace my water heater. On, March 14, 2024, before it was installed, we noticed that it was dented and asked them for one that was not damaged. They took it back to their supplier and got one without dents. Then, while installing the second one, they dented it worse than the first one. We called the owner of Clockwise Plumbing and he refused to replace the second one saying 1) that he struggles to find people that can install them without denting them and 2) he said that he doesnt make enough money on the home warranty jobs. We asked that he refund a portion of the $877 of our out-of-pocket expenses that we paid to him (which was in addition to the $1,200 that CHW paid him). He refused any type of refund to us for accepting the subpar workmanship. All the while, there is no way for anyone to know if there will be any long-term impact of denting it. Then, as part of the process, the City of ************ is required to inspect the installation. The City refused to come out until Clockwise resolved some outstanding issues they had with other customers. It took seven days before The City was satisfied with Clockwises other jobs and was willing to schedule a time to inspect ours. All the while we had to live in a house with a gas water heater that had not been inspected for leaking gas or water.
Business response
03/22/2024
On 3/14/2024 we installed a water heater for this customer. The 1st water heater was dented and we did go get a different water heater and installed it. While pulling it into your attic it did scratch but did not severely dent the water heater causing no internal damage to the water heater. We don't have any trouble getting plumbers to install water heaters in an attic. Also the out of pocket cost from the warranty company was agreed upon before we came out, only after the water heater was installed did you decide to talk about cost, and choice did not pay us $1200.00 they only paid for labor to install the water heater they provided. The warranty company choices your out of pocket not us. We give a discount to the warranty company to install water heaters. The city requires us to get an inspection within 30 days, unfortunately there was a hold due to one customer not being home for a prior inspection that had to be inspected, once that was complete we got you back on the schedule with the city for 03/22/2024.Customer response
03/22/2024
I am rejecting this response because: Regardless of the other details - the water heater was dented when it was installed. They agreed to replace the first one that was dented because they could blame it on the supplier and didn't have to pay for it. The second water heater was actually dented worse than the first one. We paid for a new water heater with no defects. There is no way for either of us to know for sure, that the dents or the impact of getting the dents will have any adverse effects over time, and our home warranty won't pay for another one.
At this point, we feel that there should be some type of refund or discount for us accepting the damaged water heater. Our out-of-pocket was $877. We would be satisfied with half.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.