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:04/16/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  What began as a simple upgrade to a new heating system became a multi-year saga of failing equipment, reluctant service, attempts to add additional charges, and ultimately a failure to deliver, culminating in us having to purchase a new system form another provider. In 2018 we purchased a new tankless water heater from Pisanchin plumbing. As noted in the supporting documentation, we began having problems with this first installation. Within a year we had issues with the installation, starting in September of 2019 with ongoing need to have someone come serve the equipment. This was many cold nights in our house over the winter. This continued into 2020. Come the next winter, 2021, the issues started yet again. I had to text the company over and over again. We repeatedly did not have heat or hot water. In a house with three teenagers, that is not a small consideration. As noted in the documentation (capturing text exchanges with the company, it happened again in 2022. They finally replaced the machine and then tried to bill us over $1,200 for service, which I refused and after some back and forth they relented. We continued to have issues with the replacement equipment the following year. I tried and tried to get this resolved amicably. After pleading many times over the company agreed to replace and said they will forward details on a certain date, which they failed to do. At the time, the company owner cited issues with his aging parents, which I can appreciate as I, too, have had to live through that level of effort. However, we had multiple ******* of very uncertain heating situation and the company failed to respond. I had to pay $6,500 to a new company to get equipment replaced. This does not equal the amount originally paid to Pisanchin, but we were able to use certain elements to keep costs down. That said, I'm remain very upset that we had to eat this costs on top of the original investment we made. I would like to settle this for $6,500. comfortable

  Business Response

  Date: 07/17/2025

  I have left a few messages for Mr. ******* We received a call back this morning when I was already out of the office, (I had left my office availability on each message). I placed another call back to him about 10 minutes ago and it also went to voicemail. We are attempting to contact him to resolve the matter.

  Customer Answer

  Date: 07/17/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23214584
  
  I am rejecting this response because the note from the company does not provide full context and timeline for their attempts. 
  
  4/16/2025 :: Date I filed with BBB  
  
  6/10/2025 :: First contact from Pysanchin; spoke to ******* but was not able to talk at length and asked for call back. He said he'd call back within a couple of days. 
  
  6/23/2025 :: Called BBB and spoke to Ms. ***** explaining that I have received one call but no follow up. She said she would reach out. 
  
  7/15/2025 :: Received a voicemail late in the work day with invitation to call back between 8-9 am the next day. 
  
  7/16/2025 :: I called back mid-morning and left message with office. Was told ******* was in field and would call back. 
  
  7/16/2025 :: Received call back but I was not available. 
  
  7/16/2025 :: I called back and was told ******* was on his way home but that I would get a call. 
  
  7/17/2025 :: Received notification form BBB with reply from Pysanchin indicating attempts to reach me. 
  
  7/17/2025 :: Called their office and again was told ******* is out in the field and not available. 
  
  So to be clear, the first contact I received was almost two months after the initial date of filling. Second follow up was three weeks later. 
  
  So while it may be true that the company is trying to reach me, they should not characterize this as a fulsome attempt at resolution. We are now pas the three-month point since first filing this complaint and so I want to be clear that no attempt was made for almost two months and only, just now, is the company making any consistent effort. 
  
  

  Customer Answer

  Date: 07/17/2025

  ******* and I were able to talk today and we have come to an agreement to resolve the complaint.