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:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Scheduled appt to have on demand water heater maintenance. I had to take my 101 yo dad to urgent care and was not home when they came. When I checked my phone later I called back to reschedule appt. At no time did office tell me a fee was going to be charged for my not being home. The fee was for ******. Had I know that I would never have made another appt. This is bad business. I dont mind paying small fee but ****** is ridiculous. The 250 was added to bill which totaled ******

  Business Response

  Date: 11/19/2024

  ******** ******* was on our yearly list to have her yearly tankless maintenance. I called her 10/23/24 to set up an appointment. I told her I had an appointment on 11/5/24 with an arrival time of 10am-2pm. She agreed and stated that was a good time and date. On 11/5/24 my plumbers drove 45 minutes one way from our shop and arrived at 10:45 am to her residence at ****************************************************************************. Any address over 30 minutes requires a travel fee. Her travel fee is $150 due to 90 minutes to and from our shop. They knocked several times with no answer. They informed me she was not answering the door. I called ******* 3 times, leaving messages. I informed my plumbers that I can not reach her and move on to the next job. ******* called me at 11:25 am. I informed her that she missed my plumbers. She stated that she had got the time  wrong and had to take her father to the Doctor, but would like to reschedule. I did not know at the time how much her no show bill would be since my plumbers were still out on service calls. On 11/14/24 I tried to explain to her why her no show was so high and she kept talking over me and not listening to anything I had to say. I tried to explain that she lived 90 minutes both ways from our shop. If she had called in the day before per our cancellation policy or early morning to reschedule. We wouldnt have charged her the no show fee of travel and first hour service call.
  
  
  

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I paid $990.93 on 5/18/2023 for a tankless water heater to be installed. I took pictures of the project throughout its entirety and had the plumbers take pictures of the work done on the roof. On the first rainy day after installation, I had water leaking in through the roof vent. Upon inspection of the pictures, a clamp had been installed too tight and caused cracks in the existing vent. I sent these pictures to the company and they denied their work caused these cracks. My existing vent was already rusted, so I agreed to pay for the materials to replace the vent. I did not agree to extra labor charges, as this was an issue that should have been addressed initially. I have approximately 16 hours of time loss at work due to scheduling errors made by this company already. The receptionist did reach out and said they would fix the issue at their regular rates. She said I had to pay cash upfront. When I said I would agree to signing a document stating exactly how much this would cost and that I would pay half upfront and half at the end, the receptionist said she was declining my business. The receptionist stated they had proof that I had been "unkind" to them, saying they recorded all of their calls. If this is the case, I never consented to having the phone calls recorded. This is another issue I am asking for help resolving.They said this would be approximately $250 worth of work, so I am looking for that to be refunded so I can find a new plumber to finish the work.

  Business Response

  Date: 06/22/2023

  First several calls she demanded an email for pricing and appt. On her first initial appt we had hold *** at prior appointments due to powers out of our control. We called to reschedule her and she started yelling at me. We apologized and told her why.  Her partner called and said she was learning how to deal with life and apologize for her un-willingness for change. We were feeling uneasy with her behavior, so we sent 2 guys instead of one. Upon arrival- First thing she said was this is how much I was quoted a certain price and it better not be any more. The quote was a rough estimate and not a signed proposal. We said it could be less or more. we wont know until we get in there. She debated with the technician for 10 minutes about the price. 
  We started to work ,she filmed and took pictures the whole time. She got in our way and took extra time with questions of what we were doing. We went on the roof to put a cap on. There were no cracks on the pipe before or after the installation of the cap that we noticed.  She refused to follow instructions on how to bleed off the system. Due to the fact that she wouldnt let them in the house to do it correctly. We hooked it up exactly to the current code. After we were done, we filled out a detailed invoice. The bill came out to be $70 over what we had quoted her. She argued with us for 45 min over it. We had to call the partner ********* and he argued with us also. We told him this is a pay at time service and we need payment before we can leave.  We told him we would give them an itemized receipt. They finally agreed to pay after wasting 45 min of our time. ********* called 5 days later and demanded an itemized receipt. I told him that we already gave them one at the time we were there and that it was an itemized invoice. She called a week later and demanded we come look at her water heater for free because it was throwing a code. The code that it was throwing was not our fault. They didnt have a recirc pump. We hooked up the water heater exactly to the current code. We told them what it cost to put in a pump. Then they called 6/12 and said the roof vent was leaking. We told them we would schedule them for us to come and inspect it. They sent us a picture of the hole. She was yelling at us saying we did it, even though we never noticed a crack, when we put the cap on. Due to the way she was threatening us and her actions on the first visit, we told her we would need the payment up front. She refused and started yelling. Due to her not paying up front and safety of our plumbers, we told her we were going to kindly decline doing any further work for them due to their behavior. She was hard to reason with, and hung up on us.
  
  

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20198806
  
  I am rejecting this response because:

  1) The attached photographic evidence clearly demonstrates a rusted vent, and crack.
  2) The photograph was taken by one of the plumbers, who was the only one on the roof.
  3) Even if the plumber did not cause the crack (by clamping a rusted vent too tightly) or did not notice the crack, it was obviously there when the plumber took the photo, leaving the job unfinished.
  4) The vent now leaks rain onto the new, digitally controlled hot water heater, leaving it at risk for water damage.
  5) Given their lengthy and tangential response, Id rather have some reimbursement to have this corrected myself or by another provider.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/28/2023

  Per our agreement we did everything they had asked us to do. She wanted us to install her tankless heater, that is what we did. We charged her time and material, not as a bid. We had given her the best idea of cost. The vent pipe was to be used as a sleeve for the new exhaust vent. When we were finished we gave her an invoice for the work we did in detail. She saw the picture we took of the work done on the roof and was satisfied. She signed and acknowledged that the work was completed and satisfactory. We were surprised to hear about the crack in the vent pipe, had it been noticed that day we would have said something to her and also let her know there would be some extra cost for that. When we found out, we were willing to return at a straight time and material (no travel charge) as if we hadnt left to fix the vent pipe. She became aggressive and unreasonable to talk to. We told her because of her behavior and aggressiveness, we didnt feel comfortable or safe going back. We politely declined to move forward with any future services with her.