ComplaintsforBowman's Heating A/C & Sheet Metal

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bowmans installed a new hot water heater. Water heater is in part of unfinished basement where I dont go very often and 4 months later I saw it was leaking from above connection pipes. Called and was told to send pictures. Snow storm was coming and the rep was not in the office and said she would call to schedule someone to come out when she returned after the storm. Forgot all about it and never received a phone call. Upon entering basement again months later realized that no one had ever come to look at heater. It was a small leak but was making my copper pipes and water heating have growth and stains on them. When I called them they said to send pics again and was asked to send one from all angles. ***** said because there was leakage from way up top and they hadnt replaced those pipes it wasnt their service issue. He wouldnt come out to look unless I paid the service fee. I was told 100% sure it wasnt their fault. I didnt want to spend any more money with this company and called another plumber. He fixed it for $295 and was told that the existing pipes did not line up properly with new heater and they jammed the pipes together making the upper pipes have pressure on them and that is why it was leaking from up top as well. Sent after pictures to ***** from Bowmans with the way it should have been connected and he said he would reimburse me $125 which I didnt think was enough so obviously he knew that his team had made the error. I had contacted the company with many calls and emails and no one ever got back to me. I had some major health issues after that and let it slide. Its not that $295 is going make or break me, it is the principle of the situation and upset no one ever got back to me and especially when they knew it was their error. Including pics of what the alignment of pipes looked like after my plumber disassembled the connection they did and how it should have been done correctly. They just jammed the pipes together and made them leak

  Business response

  03/21/2023

  I truly apologize that you feel the way you feel and I am hoping to try to smooth things over. We installed the furnace and water heater for you on 10/5/2020, after installation, there were no leaks and everything was working correctly. You We do have records that you called in Feb 2021 about a leak. You called our plumbing department who were looking into it. I apologize if no one got back to you as we take pride in returning calls and doing everything we can to assist our customers. At that time, your water heater was still under a 1 year labor, 6 years tank warranty and would have been resolved under warranty if it was in fact an install error. You called in December of 2021 and scheduled an appointment for us to come and Replace/Repair the pipes, but you canceled the appointment for 12/7/2021. In March of 2022, you called again and were quoted the $350.00 to replace the pipes since it was out of labor warranty and a year and a half after install. You decided not to use us but contact another company who replaced the pipes for the $295.00. We offered to reimburse $125.00 of the amount you were charged by another company and you denied our reimbursement. June 24, 2022 you called the office asking for a copy of the original invoice which **** sent you asking if you needed anything else. You responded no that you were making a claim with BBB and we haven't heard anything else since. I apologize for your frustrations. We did offer to come back in December of 2021 for the repairs. We would be willing to reimburse you the cost of your My Plumber invoice of the $295.00 if you can provide a copy of the invoice. Again, I truly apologize for your frustrations and we take your complaints seriously and want to resolve this for you.

  Customer response

  04/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******

  From: **** ******* <*********@*****.com>
  Date: Mon, Apr 3, 2023 at 3:01 PM
  Subject: Complaint ********
  To: <*******@mybbb.org>
  
  ******, 
  Please find attached receipt from ****’s Plumbing to repair the leaking pipes to my water heater. I accept the the resolution and reimbursement from this complaint. 
  Thank you 
  **** ******* 

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