ComplaintsforHooper

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Hooper in February 2022 to install a new water heater. The man in charge didnt feel as though he needed to have a tech come look at my current water heater as he was familiar with the condo I live in. The tech arrived March 14 to install a new heater. He removed the old one, asked if I wanted him to dispose of it (never told me there was a fee) and sat in his truck for the next 1.5 hours waiting for my new heater. The new heater arrived and was not going to fit in my heater closet. The tech called the office to confirm incorrect size and left. They contacted me the following Monday morning with a quote two times the original quote I received to which I said I no longer wanted them to install a new one. A few days later I received a **** for $1100 for labor, removal of the old heater and a note stating that a new heater wasnt placed because it wouldnt fit due to customers satisfaction. The heater didnt fit and would not have been up to code if they would have tried to cram it in the closet. My dad called to dispute the claim, talked to **** who stated that he removed the **** and there was no balance to be paid by me. I received a letter on June 25 with the same amount and charges and a past due stamp across it. I am beyond frustrated. I was without heat and hot water for a week in February, I was promised services from Hooper which were not completed and assured my **** would be removed, not to mention the damage that was done to my door frame by the tech removing the old tank. I believe that this situation could have been prevented if ****** had sent out a tech to assess my water heater and its location before blindly agreeing to perform a job.

  

  Business response

  07/01/2022

  Hi Ashley,

  Thank you for letting us know of your concerns. We have forwarded your message to our **************** Manager who will make sure the invoice you received is cancelled.  This was an error on our end and we apologize for the inconvenience.  

  Our manager will reach out to you directly and see if there is anything we can do to remedy the situation.

  Thank you,

  Hooper Corporation

  Customer response

  07/01/2022

  [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,
  
  *************************
  

• Initial Complaint

  11/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Misleading information and unwilling to adjust service charge based on what was told at the time of the booking. I authorized overtime but was told if a technician was able to arrive by 4pm, there would be no overtime charges. The technician arrived at 3:15pm and left by 4pm. I was still billed for the overtime telling me that the technician that showed started earlier in the day and it was overtime for him. General blamed the misinformation on a temp and would not adjust charges.

  

  Business response

  11/10/2021

  Good morning, 

  I am very sorry to hear this was your experience with General Heating. I have verified the technician's time, and you are correct, overtime should not have been charged. Feel free to tear up the bill. As an apology, the diagnostic charge will be waived and a new invoice will be sent with only the Trip Charge at the regular hours rate of $108.00 + tax. 

  Would you happen to remember the person you spoke with who would not adjust the rates? 

  Thank you for being a General Heating customer. 

  Have a good week, 

  **** ******* ******* ***********

  Customer response

  12/08/2021

  [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,
  
  *********** *****
  

*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. ↩