Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased and had installed a Rheem water heater on 3/20/19. It was purchased from and installed by Dickenschrauf Plumbing. It has 6-year tank and parts warranty. On 7/24/24 I had Dickenschraif come for service because it was not heating water. It was diagnosed as a faulty vapor sensor and replaced. I received a bill dated 8/1/24 for $190 for labor and material. I tried to call them because the part should be covered under the warranty. I called numerous times always getting a message that the person I was calling was unavailable and to leave a message. Each time I left a message but never got a call from them. I then tried sending emails. I never received a response to my emails. I finally sent one last email saying the part should be covered and I will send a payment minus the cost of the part. I sent this payment on 8/21/24. Today (10/17/24) I received a bill for the amount I deducted from my payment. I cannot get this straightened out if they refuse to reply to my phone calls and emails.

  

  Business response

  10/21/2024

  Morning,

   

     I will delete the remaining balance of your invoice and apologize this happened. 

  Customer response

  10/22/2024

  [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

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dickenschrauf Plumbing did repairs that were not authorized by us or that we had knowledge of, without a signed proposal or contract, and/or letting us know ahead of time what needed to be repaired and the costs involved. They then severely overcharged us for said repairs and now threatening us with collection agency procedures if we don't pay the invoice in full. We need your help to get this resolved. The only repairs they were to do was to install a water heater and labor costs. Then it was discovered we had frozen pipe problems and breakage, and before we got any details, they did the repairs and charged so much more than the water heater repair of $1400.00. We were not expecting to pay an additional bill of $1930.00. That was $430 for parts and $1500 for labor, but up until recently with threats of collections, they have just now given us a detailed invoice. Calls to this business from *********************, my brother-in-law, was never answered. They would never call him back. He left 3 messages. We have tried to get results and told them that we would pay $1000 of the $1930, which is a more reasonable price. They never had authorization to do the work, broke into walls to do the repairs without our knowledge and didn't repair them, left a door open to the freezing elements which made the furnace work all night and now, they want full payment. They could of charged us anything they want. It could have been $2930, $3930, $4930 and they say we have to pay. No one takes their car to be repaired and they repair it without advising the extent of the work and costs. Then they need to get an ok. We never were given that opportunity. How do we know that they haven't inflated their amounts. Replacing copper piping costed us more than a water heater and labor. It sounds extreme to me. Please help us to resolve this. We didn't ok this work. If we had a explanation and total, it would be different. Maybe we would have used someone else who could have been cheaper. Thank you very much.

  

  Business response

  07/25/2023

  Afternoon,

       We were called to this property to replace the water heater a few weeks earlier and completed that per proposed price. At this time I was unable to turn on the water heater as the furnace was not working in the home. Weeks went by and the weekend before closing I received a call on a Friday January 6th and told *** i would be over in the morning. Upon my arrival I found leaks at the water heater and kitchen sink. I repaired those and then found more in the wall behind the tub and toilet, I found that the shower cartridge had froze and had found a replacement in ***********. I drove there Sunday morning to repair that and finish testing out. I then found 2 more leaks in the basement and that the bathroom faucet was bad. I had to wait til monday to get and replace the faucet. I spent a total of 12 hours between working at the house and locating parts and the remainder was for materials used. I did not charge weekend fees or overtime rates. I was getting it done so they could have there inspection on Tuesday. I would offer a $250 credit on remaining balance to get this resolved 

  Customer response

  07/31/2023

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

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dickenschrauf did the original plumbing for our ********** home build in 2021. It turned out well so we contracted with them on July 11, 2022 to add an irrigation line to our existing system. On June 6th 2023 we were visited by an inspector from the ****************** who informed ** that our irrigation plumbing modifications had been done without the proper permits and that our system was illegal. The inspector described an irrigation line with a water meter separate from and parallel to the house meter as shown in the attached photo. He asked which company did the unapproved plumbing and when we told him Dickenschrauf he simply said that they should have known better. We have contacted owner ********************************* via email and phone messages with zero response. I was finally able to speak with their office **************** who said that **** was in the office and promised to speak with him, but still no response.

  

  Business response

  08/18/2023

  This issue has been taken care of. The city does not require the meter for sprinkler systems but somewhere along the line it was suggested that one was installed. All permits have been pulled and inspected I apologize for any inconvenience 

*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. ↩