ComplaintsforPuget Heating Company Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Buyer Beware!Do NOT use Puget Heating! They installed the water heater in our house that we bought new in Nov 2022. We have a 50 gallon tank and it is just the 2 of us living here. I cannot fill 1/2 my bathtub without it running out of hot water. It was throwing error codes and constantly beeping. We made a warranty call to them. They have been out 3 times and could not figure out what was wrong. On a hunch, the tech ordered a part to see if that would fix it. We waited 5 months and my husband finally called them. We had to wait a couple of days for a call back because the scheduler (apparently there is only one) was out. She called me and I made the appointment for today with an arrival window of 9-noon. No one showed. No one called. It has been 18 months with a bad water heater. It is obvious that they don't want to honor their warranty.Business response
04/18/2024
We have *************** scheduled for 4/23 in our books for an appointment to fix her water tank. The part ordered was through the manufacturer per their recommendation. We made this appointment with her husband ***** on 4/10. We explained that we need the temperatures about 46 degrees for 72 hours to test the heat pump compressor. The tank is being covered under warranty until it is fixed. We did not have an appointment scheduled this week with this homeowner.
********** talked to the husband and confirmed this on 4/10, ********** will be calling to review the appointment with ***************.
Business response
04/24/2024
We have reached out to ************** 2 times last week and left messages for her to confirm her appointment on 4/23 to address her hot water tank. She has not responded to our phone calls.
She sends out calls directly to voice main and has not responded to our request for an appointment . At this time her call is on hold until she makes contact with us directly.
Customer response
05/01/2024
My husband has been the main point of contact with this matter because he is home during the day. Because we had not heard from them since 2023, we called in to see why we had not been scheduled as it had been several months. Temperatures had been in an adequate range. My husband was told that the scheduler would have to call him back. When they could not get ahold of him, the scheduler called me on Wednesday, ***** 10 and told me they would be out on Tuesday (***** 16) between 9-12. No one showed up. After I filed the complaint, I had a voicemail stating they were calling to confirm my appointment for ***** 23. I had assumed they scheduled this with my husband because I had not discussed a rescheduling date with anyone. Again, no one showed up.Business response
05/11/2024
Tell us We have *************** scheduled for 4/23 in our books for an appointment to fix her water tank. The part ordered was through the manufacturer per their recommendation. We made this appointment with her husband ***** on 4/10. We explained that we need the temperatures about 46 degrees for 72 hours to test the heat pump compressor. The tank is being covered under warranty until it is fixed. We did not have an appointment scheduled this week with this homeowner.
The office talked to the husband and confirmed this on 4/10, We have left numerous message with homeowner with no return call.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.