ComplaintsforAustin Plumbing, Heating & Air

• Initial Complaint

  12/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had Austin Plumbing install a new water heater in my house It was installed on 8 12 22 I paid $3695 or around that amount. In the last couple of weeks my water heater has started to leak from the bottom. I called Austin Plumbing about this issue and they told me I would have to pay for a service call. I explained to them that this water heater was only 19 months old and didn't feel that was very fair that they expected me to pay this. They asked me to send them pictures which I did. They still stated that they don't send anyone to check anything out until they are paid thus service call charge.

  

  Business response

  01/01/2024

  To whom it may concern- I have attached a copy of the contract from the water heater installation which clearly states that there is a 1 year labor warranty which is why this client was quoted our normal service fee to come out to the home. Any remaining parts or tank warranty is a limited warranty by the manufacturer. This client's complaint is asserting that we need to or are obligated to repair this water heater for free. What this client is leaving out of this complaint is that after our office manager received two separate complaints from customer service reps in our company about their interaction with this client, we refused service and suggested she call another plumber. Our company has a strict policy against the way this client treated our internal team and will not be providing any other service at the residence. Based on the picture this client sent it, it appears that her temperature and pressure relief valve is dripping, which could be a failed part (the part may be covered under warranty by the manufacturer) or a water pressure issue. Either way, there is no labor coverage left on that water heater, and that water heater can be serviced by anyone. If she is concerned about getting parts covered under warranty, she should look for a *************************** installer. 

  Thank you for your understanding in this manner. 

   

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a furnace and A/C from Polar Express about 3 years ago. Last fall there was a recall on the furnace. *******. (*******) sent a repairman to do the recall. There have been 4 times this month without heat. I have had to pay the Polar Express for many service calls. The tec tries to get the furnace to act up while he is here. He troubleshoots everything on the furnace. I was instructed to call ******* which I have done. This furnace has been a headache. Polar Express says it isn't their problem. The problem lies with the mgf. and the recall that was installed or how it was done. Please help this furnace is not reliable and winter is coming. I also pay $19.00 a month for a service discount from Polar Express.

  

  Business response

  10/31/2023

  To whom it may concern: This clients concern is with a product that Austin Plumbing, Heating & Air has no control over and work that Austin Plumbing, Heating & Air did not preform. We have responded to every request that has been made for service and often find the unit working correctly when we arrive as is the case with the last vist. Attached is the paperwork from our list visit with her which clearly provides her with our guidance on what to do if she feels she is owed something from the manufacture. Austin is unable to do anything other than advise this client to take her concerns up with the company who makes the product and/or the contractor that installed the factory recall kit. Please note, once the factory authorizes or provides the client guidance on this issue, we are more than happy to help as we have demonstrated every step of way.  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/19/22 Austin plumbing hired to replace toilet ******. While in home they did unsolicited inspection. Told me well pump "very bad", known problem to me. offered to schedule replacement. Quote $5700 which seemed high. I was not read contract nor informed of any contractural binding but was informed I needed to pay down deposit, generally 2000$. I did. ** emailed me copy of other services rendered same day (annode rod change in water heater). Unbeknownst to me a contract copy-sent to same email-went to spam. 3 days ago I got quote for same job, different **** much less. Called Austin to cancel/get refund. To my knowledge service was not scheduled. They say I agreed to 8/29 even though I work FT and would not be at home. They informed me of binding contract and paragraph 5/17 that states 30% or $1500 required for cancelled contracts. I just want my refund back and I don't want this ** to service my well. I find this shady business, hiding a financial binding mid contract. The tech never read contract details to me over phone. I did not see contract until today and it was emailed to me AFTER the payment was collected from me. Therefore contract should NOT be binding.

  

  Business response

  08/30/2022

  To whom it may concern- 
  

  The following as well as the attached email thread and all paperwork provided to this client at the time of initial service on 08/19/2022 service on can be considered Austin Plumbing Co. Incs official response to complaint id ********. For easier reading, a PDF version of our written response is also attached.  

  
  Based on our records ****************** has been using our services since 2016. During this time, we have completed approximately 9 service calls ranging from service to replacements: maintenance club plumbing inspections, basic plumbing services and repair, as well as major replacements. ****************** is also a member of our maintenance program where in exchange for a monthly fee paid by them, we provide a whole home plumbing inspection as well as other services. 
  

  On 08/19/22 an appointment was scheduled for us to address a toilet issue as well as complete the annual plumbing inspection and maintenance owed to her as part of her plumbing club membership. During that appointment ****************** authorized several services. Some of which were completed in full and paid for in full at that time and others were scheduled for final installation 10 days following the initial visit. 

  
  The attached email thread shows that the first time ****************** contacted our office about the final installation of her well system was 08/25/22. Please let this email thread serve as a record of the following.  
  1) We have promptly responded to Ms. ********* concerns 
  2) Assertations in this BBB complaint are not consistent with her previous statements.   
  3) All communications with ****************** have been in an effort to maintain a professional relationship and work towards an amicable resolution.  
  4) We proposed a solution which was acknowledged by ****************** on 08/26/22 at 4:33 PM but at the time of sending this response has not been officially accepted or declined.   

  
  Despite the intent our actions show, ****************** has responded with threats of attorneys, slanderous comments via social media, and this misleading BBB complaint. If there has been any damage done to the relationship between our company and ****************** that damage was not caused by any action on our part.   
  

  To resolve this matter, we are willing to continue the professional relationship that we have maintained with ****************** since 2016 by standing behind the offer made to her on 08/26/22. Our offer to reduce the contract price by $750 should resolve what seems to be the root of her concern. All feelings, opinions, and discussion relating to her original request to cancel the work agreed on 08/19/22 hold no bearing on the outcome or quality of work that was part of that agreement, nor have we given ****************** any reason to be concerned with such.  
  

  In closing, we hope ****************** strongly considers our offer as we feel its a true compromise on both parties that satisfies the true intent of both parties when the agreement was entered into. We also want to thank the BBB and sincerely appreciate the role you play in protecting the rights of both consumers and the businesses that serve them.  
  

  We will await Ms. *************;response.

  Sincerely, *******************

  Customer response

  08/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  1. The established history of home services referenced by ************** of Austin Plumbing, including my paid membership in their "maintenance club" did not confer any discounts or special treatment or services and so is irrelevant to this conversation. 

  2. ****************** statement that the "final installation" of services was scheduled for "10 days following" the inspection is not supported in any documents or paperwork I received. I contest that this was a miscommunication on their part. 

  3.  ****************** statement that I made "threats of attorneys" is incorrect. I wrote "I will be consulting a lawyer and will be responding to this email next week". This is not an overt or veiled threat. My goal is to collect more information on this matter and contract law prior to responding. 

  4.   ****************** statement that my BBB complaint is "misleading" identifies the core problem here; that Austin plumbing sees no issues with their practice of imposing financial penalty to clients without rendering services. 

  5.  The primary matter not addressed by ************** and the root of my complaint is that the tech I communicated with via phone did not verbally review the contract at all and specifically did not discuss clause #5 of 17 that addresses Austin Plumbing's requirement of 30% or $1500.00 payment with cancellation of services. I was charged $2000.00 down payment towards future services. This down payment, which was charged at the very moment the emailed contract copy was sent, was interpreted as a contractual obligation by Austin Plumbing. 

  6. I stand by my prior statement to Austin Plumbing that due to what I see as manipulative financial practices I have lost faith in their business integrity. I simply request that they acknowledge the miscommunication on their part and reimburse me my deposit of $2000.00. 

  7. I informed ************** on 8/26 that I declined his offer. I apologize if my statement was not adequately clear. 

  [Please type your response here.]h
  
  Regards,
  
  ***********************

  

  Business response

  09/01/2022

  We are disheartened at the events that have taken place since August 25th and disappointed with Ms. ******** decision to decline our offer that prevented a negative outcome for everyone involved. 
  

  As a contractor, our work begins as soon as we receive written or verbal authorization to move forward. It is standard practice as a contracting company, and well within our right to do so, to collect partial payment as well as begin our work. With an agreement in place both parties are able to move forward without risk of the other party backing out of, or changing the terms of, the agreement without the other parties' consent.  
  

  We owe no justification of what is involved on our end to fulfill our side of the agreement however, here is a brief one: we source and procure materials that we may not have in stock, source and re-order materials that we do have in stock that are consumed as part of the work, allocate physical resources to the job, and work in the back office to make sure everything goes smoothly. The above is not a nearly all-inclusive list of the services we must render before we arrive at a clients home for the final installation in order to fulfill our end of the agreement. 
  

  Upon Ms. ******** request to cancel this work we agreed to allow her out of the balance of the contract with a choice between our partial compensation for services rendered and our damages OR the offer to reduce our fees considerably and continue with the project which she recently rejected.  
  

  Since ****************** has rejected our offer and informed us in her last response that she does not wish to continue with the final installation we will begin the efforts required on our part to undo what has been done. Based on this we can only assume that ****************** will not want to continue with her maintenance club membership and to avoid any other potential issues we suggest that if she wishes to cancel that membership that she does so in writing. She can email *********************************** to start that process. 
  

  ****************** has made continual allegations challenging our business practices, integrity and duties as a contractor. Allegations that I do not take lightly. She has asserted that we somehow stand to benefit from this situation and have the sole burden of rectifying it. Though the consequences of her decision to back out of an agreement, while the agreement is underway, is the sole cause for any dispute between ****************** and our company. 
  

  I have scrutinized our companies involvement in this matter from start to finish and have found our actions to be to the contrary of any of her allegations. After the rejection of a very reasonable offer on our part, ****************** has left us in an impossible position since I have found no justifiable reason our company should suffer a complete loss resulting from this matter- an unfortunate and true worst-case scenario for parties.  
  

  I appreciate the BBBs assistance in this matter. We will begin to unwind things on our end. ****************** can expect a $500.00 refund and documentation of such no later than close of business on 09/07/22.   
  
  Sincerely, 
  *******************;
  Austin Plumbing, Co., Inc.  

*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. ↩