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Action Plumbing and Heating

Additional Locations

Phone: (801) 553-3535 Fax: (801) 255-7367 View Additional Phone Numbers 7904 S 1530 W, West Jordan, UT 84088 http://www.actiontotherescue.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Action Plumbing and Heating meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Action Plumbing and Heating include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 41 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

41 complaints closed with BBB in last 3 years | 11 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 8
Billing/Collection Issues 4
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 28
Total Closed Complaints 41

Customer Reviews Summary Read customer reviews

87 Customer Reviews on Action Plumbing and Heating
Customer Experience Total Customer Reviews
Positive Experience 69
Neutral Experience 2
Negative Experience 16
Total Customer Reviews 87

Additional Information

BBB file opened: February 01, 2005 Business started: 09/01/1998 Business started locally: 09/01/1998 Business incorporated 02/15/2005 in UT
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

DOPL - Professional Licensing
160 E 300 S 4th Fl, Salt Lake City UT 84111
www.dopl.utah.gov
Phone Number: (801) 530-6628

Type of Entity

Corporation

Business Management
Mr. Moses Sanchez, President Mr. Randy Leek, Company Contact
Contact Information
Customer Contact: Ms. Nichole Lehmann, Office Manager
Principal: Mr. Moses Sanchez, President
Business Category

Plumbers Heating & Air Conditioning Air Conditioning Repair Air Conditioning Contractors & Systems Electricians – Residential Heating Contractors

Alternate Business Names
Action Heating and Air Action Heating and Air Conditioning Action Plumbing Action Plumbing & Air Conditioning Action Rooter Nationwide Mechanical, Inc.

Customer Review Rating plus BBB Rating Summary

Action Plumbing and Heating has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 7904 S 1530 W

    West Jordan, UT 84088 (801) 562-5222 (801) 553-3535 (801) 561-3456

  • PO Box 1709

    West Jordan, UT 84084 (801) 255-3343

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

2/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a new furnace almost a year ago we have had multiple issues and multiple technicians at our home most recently last night 1/15/16 our dog was acting funny my wife was doing laundry down stairs and noticed a PVC pipe had come completely disconnected from the furnace (exhaust) my wife experiencing a horrible headache and nausea we called Action and a technician called back and asked if this could wait till tomorrow I said no it needed to be taken care of it took the technician an hour to get here but at no time told us there was anything to worry about. I feel that our wellbeing was not a priority and worry about how unsafe this may be to my entire family we have teenage twins that sleep downstairs and thankfully were not home last night. Honestly I don't know what more I can handle coming from action I believe my wife was completely taken advantage of on the purchase of the unit and the overall quality of how it was installed is horrible now I have to worry if my family is safe not one time did he mention carbon monoxide poisoning last night.

Desired Settlement: I want it right I want what I paid for or I want my 8000.00 back they can take the furnace\AC I'll go somewhere else. Our lives mean nothing to them they made that very clear.

Business Response:

****** & **** ********

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

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


On 11/12/2014 ****** ******** called our office for a preventative maintenance furnace tune up which was scheduled for 12/1/14. Due to unexpected availability we were able to expedite dispatching a technician on 11/28/14. The conclusion to said visit was to replace the HVAC system which was installed promptly that day. Once complete, we arranged to have our dry wall repair ma out to the home to patch up any drywall that needed to be removed during the installation. On 11/29/14 ****** ******** called our office to advise that the furnace was not functioning. Within Minutes our technician was dispatched to the ******** residence and the technician was able to make the necessary adjustments in order to restore heat and left the home with the furnace in working order.

On 4/13/2015 our Quality Control Manager was dispatched to the ******** residence to perform his routine inspection on the equipment that was installed. On 04/15/15 ****** ******** called our office very upset stating that her furnace wasn’t functioning. Later that afternoon our office dispatched technician whom made the necessary adjustment to the thermostat in order to restore heat which again left with the furnace in working order.

On 09/15/2015 one of our customer service representatives (CSR) called the ******** residence to schedule the preventative maintenance inspection that came with the installation of the new equipment. This service was scheduled for and dispatched on 9/23/15. Although the ********'s did have heat at the time of service, our technician noticed that the static pressure seemed high and recommended to have our Quality Control Manager back out for an inspection.

On 12/8/2015 our Quality Control Manager was dispatched and while performing the inspection noticed some adjustments were needed and made arrangements to have them addressed. On 12/17/2015 our installs manager was dispatched to the ******** residence to complete the recommended adjustments by installing a return air vent in order to allow the system to work more efficiently.

On 12/26/15 **** ******** called our office very upset because his furnace was not functioning. He was advised by our CSR that we would dispatch our next available technician to his home. An hour later Mr. ******** called our office again demanding to speak with a manager and demanding that we install a new furnace in his home that day. It was explained to Mr. ******** that management was not in the office on weekends. Mr. ******** would not accept that, and demanded that a manager respond to him within an hour. About an hour later we dispatched a technician who made some adjustments to the thermostat and left the home with the furnace in working condition.

On 12/26/15 Our customer care manager spoke with **** ******** in order to schedule re-inspect the thermostat to ensure it was functioning properly. On 12/31/15 our technician was dispatched and re-installed the CTK04 thermostat and left the home with the furnace in working order.

On 1/3/2016 **** ******** called our office stating that the furnace was not working again. He was demanding that we fix it that day or replace it. Our CSR called our Quality Control Manager to find a resolution but Mr. ******** refused to work with him any further and wanted to speak with someone above him. At this point we had no other option than to escalate the situation to our Service Manager. Due to our Service Manager being out of town we dispatched a technician to the ******** residence on 01/04/2016 to restore heat. While at the home our technician replaced the control board and thermostat, and reset the sensors throughout the furnace and left with it in working order.

On 01/07/2016 **** ******** called out office because the furnace was not functioning. When our dispatcher called to send a technician she spoke with **** and he stated that the furnace was working again but would like a technician out the following day to ensure there aren’t any additional issues. On 01/08/2016 our Service Manager called and spoke with **** ******** and dispatched a technician who documented & duplicated all 4 error codes on the thermostat, and also documented that Mr. ******** continued to remove the thermostat off the wall himself.

On 1/14/2016 we dispatched a technician to the ******** residence. While on site our technician replaced the coin cell battery, cleared the alerts and verified it was in proper operation.

On 1/15/2016 Our Service Manager, Quality Control Manager & Installs Manager were dispatched to the ******** residence and inspected the equipment from top to bottom. They found that furnace is running and operating to manufacturers specifications and no issues were found to directly correlate to the workmanship of our initial installation and did not merit any further adjustments.

Later that day on 1/15/2016 **** ******** called our Quality Control Manager's phone and left a voice mail claiming that a “pipe” that had supposedly and/or inadvertently had come loose. That evening we dispatched a technician to the ******** residence whom reattached and sealed the flu, also verified the furnace was is proper working order.

On 1/16/2016 **** ******** called our office again very upset demanding to speak with our Service Manager regarding the prior evenings visit. Also his main complaint at this time was the question of whether or not the service could wait until the next day. To which they declined, so we honored their request and re-arranged our entire schedule to accommodate their emergency. To which we do take seriously, however it is in our Service Manager's professional opinion that the age of the furnace would not emit substantial said exhaust to pose a threat. However, all of this was irrelevant because withing 20 minutes from Mr. ******** call we had dispatched a technician whom addressed the issues the same evening.

On 1/18/2016 our Service Manager called and spoke with **** ******** and it was decided upon that conversation, that due to Mr. ********'s inability to remain civil and due to his unreasonable expectations and demands, we were to part ways and no longer provide services for him as is our right.

As you can see we have gone above and beyond to satisfy Mr. & Mrs. ********. We have fulfilled our duties and warranted all of the work that was provided throughout this entire ordeal. Not to mention the manufacturer provides one of the best warranties available in the industry. Due to Mr. ********'s unreasonable expectations and demands we have been unable to satisfy him and our stance is that we are not the proper fit for him and vice versa. We will be unable to honor his request.


If you should have any other questions or concerns please feel free to contact us.



Sincerely,


Customer Care

Consumer Response:
Complaint: ********

I am rejecting this response because:
I am rejecting Action Heat Plumbing & Air's response to the concerns on are furnace. Because if the unit was installed correctly the first time. Their wouldn't have been 13-15 time where technicians had to show up at are resident's to fix the unit. Everything from 5 thermostat changes,wires in the furnace not correct, adjusting and readjusting setting to the furnace. Along with the main wire from thermostat to furnace being replaced. Batteries being changed and changed again in the thermostat, extra returns put in the house to help with there inferior furnace.Changing the type of filters being used in the furnace to help with poor furnace performance. We had seven returns in the house already, we now have eight. Fuses being blown and replaced on multiple occasions, mother board in the furnace being replaced. And finally the pipe that goes into the exhaust side of the furnace coming out and carbon monoxide being released into the house. My wife getting sick, and when I called Action to report this, they acted like it was no big deal. Asked if we could wait until the next day, I stated no it needs to be addressed tonight. So as you can see from the information stated above this has been an ongoing thing with Action Heating Plumbing & Air. It just comes down to poor quality, poor performance, and poor installation of the furnace.We do not feel safe with this furnace in our house. And Action Heating Plumbing & Air don't care about standing behind there product or customer service, very cold. 
Sincerely,

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

Business Response:

Our stance remains the same. As explained previously, we have gone above and beyond to try and satisfy Mr. ******** to the best of our ability. During the last inspection which included our Service Manager, Quality Control Manager, and our Installs Manager there was no indication that the furnace was unsafe, and in their professional opinion was working properly. At this point the furnace is in working order and operating to manufacturers specifications. We stand firmly by our decision to void future services with ****** & **** ********. Again if you have any further questions or concerns please see our previous response or feel free to contact us.


Sincerely,


Customer Care

1/9/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I began doing business with Action a year and a half ago (June 2014) when I hired them to change out a water heater. They did well on this business. The purchase came with a free furnace inspection, which they called me to schedule in November of 2014. The inspection was performed in early December of 2014 and the report was that our downstairs furnace was needing replacement in the next 2-3 years and the upstairs was in good shape. That night the upstairs furnace did not work and I called them back to look at it. They reported a massive crack in the heat exchange tubes and it had to be replaced. I paid for a new furnace and they installed the next day. I purchased an A/C unit from them in Aug 2015 and it came with many years of free inspections. Two weeks ago they came for the inspection and condemned the downstairs furnace by saying there is a crack in the heat exchange tubes and additionally that my main water pressure relief valve was bad and it needed replaced. I got a second opinion on both issues. There were no cracks found in the heat exchange tubes and my pressure relief valve was adjusted with no problems and didn't need to be replaced. In addition to the relief valve not needing to be replaced, the price quote that I received from Action for this work was double the standard amount based on the other quotes I received from other reputable plumbing contractors. The other remaining issue is that the straps used to tie down the water heater, by code, have come undone from the wall. This needs to be corrected.

Desired Settlement: To repair the straps on the water heater and remedy the service issues.

Business Response:

On 1/8/15, verbal contact was made with Mr. ******* and we are actively working together on a resolution regarding his concerns with the services rendered. We have agreed to have the seismic straps installed and this appointment has been scheduled for Wednesday 1/20/15. In addition our HVAC Service Manager is working on following up with Mr. ******* regarding his concerns with the furnace portion of the services. We have offered to have our service manager inspect the said crack heat exchanger for safety and address any additional concerns with services rendered on site. We are awaiting the completion of the seismic strap installation along with Mr. *******'s agreement to do so. At that time we hope to come to a mutual consensus. Please advised if you should have any additional questions or concerns.


Thank you,


Customer Care

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this communication is accurate as to what our conversation was today.  The straps still need to be installed and the non-existent crack that was identified still needs to be remedied.  I look forward to continuing to work with Action to resolve these issues.


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

12/18/2015 Problems with Product/Service | Complaint Details Unavailable
12/9/2015 Problems with Product/Service | Complaint Details Unavailable
10/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was charged $225.00 for a plumber to come out & tighten one nut on my faucet. It took a total of 5 minutes to do. He was asked to tighten the faucet handle, but refused. We were never told how much money it might cost. Plumber came on Sept. 11, 2015. The plumber came back Sept. 22, 2015 to get a flashlight he had left. As my daughter opened the door he just burst in & went back to find his flashlight, almost knocking my daughter down.

Desired Settlement: I expect a billing adjustment(50% refund). I demand an apology. And I want to never see or hear from this plumber again.

Business Response:

On Sept. 11, 2015, ****** ****** called our office to contract Action to fix a 'wobbly' kitchen sink faucet. He indicated he would be unavailable from 11am-4pm and instructed us to send a plumber anyway as his adult daughter ******* would be available to meet with our plumber. We dispatched our plumber Cory N. whom arrived at the home at approx. 11:30am and proceed with the service as contracted. It is our plumbers assertion that Mr. ****** had given verbal consent to his daughter to authorize the work as outlined on the invoice and proceeded with the service. At that time ******* signed the invoice/ contract for the work at hand and provided a check for payment in full. Afterward Mr. ****** called our office the same afternoon and cancelled another HVAC estimate he had scheduled for the same afternoon Sept. 11, 2015 and asked that our office not contact him.

 On Sept. 22, 2015 on or around 2:47pm, Mr. ****** contacted our office to place a dispute on said service, and claimed he had three complaints. 1). The pricing and time it took to complete the repair. 2). Our plumber informing him that he was unable to tighten a nut on another part of the faucet. 3). Claimed our plumber came  back to the house and 'pushed his way into the home' to locate a flashlight he had left at the home. 

 I had called in response to Mr. ******s claims initially on Sept. 25, and again on Oct. 1 in response to his call asking for our address to drop off the flashlight that was left at his home. I returned the call to discuss the dispute, but was again unable to reach Mr. ******. 

 After speaking with my plumber. It is also his assertion, that Mr. ******'s daughter ******* approved the work only after speaking to her father over the phone. ******* signed our invoice acknowledging our terms and conditions (also acknowledging All sales are final and No refunds available, I have attached for review). ******* also signed the invoice/ contract upon completion and provided payment via check. I reviewed said invoice and found the price charged was identical to what is outlined in our price guide. Action charges a flat rate, by the job price; not an hourly rate. The charges are defined in our price guide as a 'Standard Task' rate and/ or a discounted 'Valued' rate. The 'Valued' rate is usually only honored with the purchase of a service agreement (Service Plan including a Furnace Tuneup, AC Tuneup & Whole Home Plumbing Inspection, which is good for 1 year from the date of initial purchase of service). 

 A 'Level One Repair' (to tighten down the sink faucet) was performed and our plumber subsequently charged the Valued rate of $275.00 (the Standard Rate would have been $341.25 per our price guide), honoring a $50 Off Coupon and not charging the cost of our service agreement in order to get the discounted rate. Also keep in mind, when Mr. ****** contacted our office to schedule the service call, he informed our CSR that he was on our website looking for coupons. Our CSR helped Mr. ****** navigate our website to locate our only coupon available for this type of service, $33 OFF Any Service. Our Plumber honored a $50 Off coupon against our company policy. 

 The total cost for the service was $225.00 at which time our plumber accepted the check and unfortunately either misplaced the check or left it at the home along with his flashlight. Our Accounts Receivables office has been trying to reach Mr. ****** as well because the service has not yet been paid for. If our plumber did take the check, we are willing to deduct the cost of stop payment processing in order for Mr. ****** to reissue the check. However, in response to Mr. ******'s request for 50% discount. A service was performed and none of Action's policies were broken. There was no price discrepancy, other than our plumber honoring a coupon that is not in circulation for any of Action's advertisements. 

 After speaking to our plumber he did acknowledge, needing to go back to Mr. ******'s home to collect his flashlight, but only when he was in the area on other service calls, and claims he was let in by *******. I cannot speculate what occurred as I was not there (nor was Mr. ******), only acknowledge that it is outside of my plumbers character to 'push his way into a home'. If Mr. ******'s daughter felt my plumber was aggressive by any means, for that I am truly sorry. We are not in the business to make our customer's feel such a way, and my plumber is truly apologetic if ******* was made to feel that way.

 In regards to the payment. A service was performed and has to be paid for. In the effort of keeping good customer relations, we are willing to discount the service via 10% refund- or deduction from re-issued check (and/ or the cost of a stop payment to reissue a check, usually $20-$35 depending on the banking institution). Or if the customer should choose, a $50 in house credit for future services. Both options would include a complimentary Service Agreement which is valued at $189 (Including a Furnace Tuneup, AC Tuneup, & Whole Home Plumbing Inspection). This agreement is usually charged that the time of service in order to honor the 'Valued Rate' or discounted service, but was waived for this service to provide a discounted rate.

 We would require Mr. ****** to contact our office to discuss the re-issue of payment as soon as possible in an effort to resolve the dispute. 


Nichole L******

Office Manager

7/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called to inquire about my HVAC unit as I had a fairly general question to determine if any tune-up/repair was needed or what the company would recommend I do. I was told by the customer service rep that the company does not take questions over the phone and that I MUST schedule a service call for a fee. I pushed back indicating that I wasn't necessarily in need of a service call and that I simply needed to speak with a HVAC professional about a simple question. Again, I was told that the company did not answer ANY questions until the HVAC professional was scheduled for a fee and paid. For a company in the customer service business, this seems entirely preposterous and borderline extortion.

Business Response: To Whom it May Concern,


I first and foremost would like to apologize to Mr. S**** for the frustration, it is never our intention to make our customers feel put off.  In an effort to maintain the business relationship we have built with Mr. S**** I have issued a credit to his account in the amount of $59.00 to cover a basic service fee in the event the Mr S**** is ever in need of service on his furnace or ac in the future.

I would like to thank Mr. S**** for his business and we look forward to working with him in the future.

Sincerely,
Chacie I****

7/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased an air conditioner from them and product is still under warranty. Called to have service as the air conditioner has gone out. Made call on Monday morning approximately 8:00 AM June 29 for service and it is now three days later and they cannot give me even an estimated time of repair, or where I am on the list of repairs they have. I feel that because I am warranty service, they are putting me off. Their receptionist Lynetta was extremely rude, when all I needed to know is where I am on the list. They state they have 24 hour seven day a week service, but yet call me at 3:30 to tell me they cannot come that day. I feel they are not truthful about the 24 hour service.

Desired Settlement: low rating on BBB, plus repair on my air conditioner unit.

Business Response:

To Whom It May Concern,

 I first and foremost would like to apologize to Mrs. P*****, it is never our intention to have our customer’s feel they are unimportant or "put off"!

 To address Mrs. P***** complaint.  At the time that Mrs. P***** called in for service, Mon 6/29/2015, our office was extremely overwhelmed with several calls for service and people in the same position as Mrs. P*****. Mrs. P****'s was advised at the time she called in that we were 1 two 2 days out for service due to all of the emergency calls that had came into our office.  Mrs. P****'s was advised on 6/29/2015 at approx 3:00 pm that we would be unable to assist her on that day but will try again for Tuesday and will keep her updated throughout the day.

 On 6/30/2015 9:18 am Mrs. P****'s called into our office to get a time frame, she was informed at that time that we were still extremely overwhelmed with emergency calls and that we would continue to keep her updated. Our office contacted Mrs.' P****'s twice during the day and ultimately contacted the her at 3:30 pm to advise her that we were unable to get a technician to her on this day and again we will try for the following day.  

 On 7/1/2015 at 8:48 am Mrs. P****'s contacted our office again wanting a time frame, at this time she was advised that we are doing our best to make it out to her and we were unable to provide a time frame but would extend to her an hour notice of arrival. At Approximately 3:40 pm Mrs. P****'s contacted our office extremely upset and yelling at our customer service representative, Lonetta.  Lonetta tried to provide Mrs. P****'s with the reason we were overwhelmed and why we were unable to provide 1 hour service during this heat wave.  Unfortunately Mrs. P****'s and Lonetta were unable to communicate properly so the call was ended.  I do want to apologize to Mrs. P****'s if she felt that our customer service representative was being rude, this is out of character for Lonetta, we do appreciate this being brought to our attention and it has been addressed within our office.

 On 7/2/2015 we were able to get a technician out to Mrs. P****'s and her air conditioner was repaired under warranty.

 As for Mrs. P****'s complaint that we advertise 24 hours service, please understand that under normal circumstances we are able to assist our customers within 24 hours in an emergency, however as mentioned above our area was breaking record high heats.  During these times, being in the service industry, we are sometimes unable to assist everyone within that 24 hour period.  We do have to prioritize our calls and have an obligation to assist those, whom are elderly, have medical conditions and infants in the home before we can service anyone else.  It is impossible for us to predict when said calls will come into our office.  That being said we do our best to accommodate as many people as we possibly can, and in doing so we are unable to give set time frames because in doing so that limits the amount of customers we can assist and will lead to greater wait times. 

 Ultimately Mrs. P****'s was taken care of in just over 48 hours.  Again we do apologize for the frustration and in an effort to maintain the business relationship we have built with Mr. P****'s I would like to extend to her a complimentary furnace or ac tune up within the next 12 months.

 

Sincerely,

Chacie I****

Consumer Response:  
Complaint: ********

I am rejecting this response because: This business is not being truthful regarding the calls they made to me, nor the fact that I yelled at their service representative. I had to make each and every call in the mornings, Monday through Thursday to obtain an estimate of time. They called me only at 3:00 PM each day to inform me they would not be out. Lonetta, the service representative was extremely condescending, rude, interrupted every time I tried to say something and would not answer a simple request as to my number on her list of service calls so that I could plan my day accordingly. She stated that they did not "do things that way". I asked her how they scheduled the services, whether they scheduled by time called in or exactly how they knew where they were going next. She stated they did not have a list. I asked her how they determined who was next and she avoided the question numerous times. She began yelling and kept cutting me off when I asked her to simply tell me what number I was on the list. When I asked her if they placed warranty calls last to do installs, she hung up on me. I also inquired why they called at 3:00 PM to tell me they could not be out that day when they worked 24 hours, 7 days a week. I would have assumed they would call closer to 6PM or so.  She did not have an answer for this either. They did not service my air conditioner within 48 hours. I called Monday morning at 8AM. They stated they would be out that day. Then at 3PM they called and said it would be the next day. I called every day after that and they put me off until Thursday afternoon - 4 days from my first call. I understand they had many calls. I do not understand why they could not give me information as to what number I was on their list. I am a medical professional and was trying to arrange for someone to be at my home to wait for them. As it turns out, someone waited for them for 4 days, me on the 4th day, cancelling all my patients for that day to wait.

When they schedule appointments, they should tell the customer that it will not be within 24 hours if that is not the case. They have been in business enough years to know how long things take and to know that when a heat wave strikes that things will be delayed. They should not stack up so many customers that it makes all the customers wait for days and days without any idea of when they will arrive. They should have taken the customer list and stated it would be 4 to 5 days and given the customer an appointment that would have been honored. Other companies do just fine with this concept. It was the fact that they would not tell me where I was on the list that was upsetting, not that they had a back log due to the heat wave. I feel that because I was warranty work, and they would not be making any money, that I was put off further, since they declined to tell me what number I was on the list. The response they gave was a lie. They were horrible at contacting me. The only time they made that effort was to tell me at 3PM on Monday, and 6PM on Wednesday (because I asked them why they always called at 3PM when they worked 24 hours), to tell me they could not come out. I called them on Tuesday to find out they were not coming that day. Every time they called, they stated that I was on the list for the next day.  The customer should not have to wait at their home for 4 days for service. They say they give 30 minutes notice, but that does not help most of us that need to find someone to wait for them to show up. It is extremely frustrating as is the untruthful response they gave the BBB.

Sincerely,

Sandra P*****

Business Response:

To Whom It May Concern,

Although I do respect Mrs. P*****’ decision to reject the original response to her initial complaint our stance remains the same.  I have already addressed all the issues Mrs. P*****’ mentions in her rejection and don’t feel the need to continue to reiterate the same thing, as it is counterproductive at this point.

In an effort to resolve this issue and move forward, I would like to offer a complimentary furnace tune up for the month of September with a guaranteed hour window for arrival to Mrs. P*****. Scheduling a furnace tune up at this time will avoid our busy season as to not run into the same issue as mention in the complaint. This is a $119.00 value and will be free of charge to Mrs. P*****.  I will notate this on Mrs. P*****’ account and she is free to contact our office to schedule her complimentary furnace tune up.

Thank you for your time and consideration to the matter.

Sincerely,

Chacie I****

Consumer Response:  
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.

Sincerely,

Sandra P*****

7/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally had them come and replace a w**** he**** in my mobile home unit. They told me that they would replace the w**** he**** and bring the w**** he**** up to code. At first they said that it would be $2,000. The bill actually was $2,100. During the replacement of the w**** he**** the service tech had to remove some pipes so that he could get the w**** he**** to fit through the door. When he removed one of the galvanized pipes he caused the pipe to have a pin hole leak in it. I did not notice this leak until after the service tech had left. The service tech also failed to secure the w**** he**** straps that he had installed. I called them to come back to look at it the same day that they had replaced the w**** he****. They said they would be there that night. No one showed. They called and said they had other emergencies. Mine was supposed to be an emergency as well. They said they could reschedule for the next day. I was not available as this was the 4th of July. So they were supposed to come on Sunday July 5th. A tech came out and immediately upon meeting me on the porch had an attitude. He stated that the pipe that was leaking was not covered even though it was them that caused the leak. I asked him then if he would at least do the straps up on the w**** he**** that were left undone. He stated that we "Will not touch it". I have never had to tell someone to get off of my property. I was offended with the way that he treated me from the beginning. He wouldn't touch the leak because it wasn't covered under the install, but he also wouldn't even do the safety straps up on the w**** he**** that WERE covered under the install. He completely wasted my time and forced yet another person to have to come to my home. They were supposed to come on Monday the 6th some time after 6:00pm. They never showed. So I still have a leak that they caused and safety straps on my w**** he**** that are still not secure. What did I pay them for?

Desired Settlement: Come to my house. Fix the leak that you caused and secure the straps on my w**** he****. I cannot believe that a company will not stand behind their service and fix a leak that they caused. Instead I get a tech that has an attitude and will not do anything. NOT HELPFUL. Finish the Job I paid you for.

Business Response:

To Whom it May Concern,
I would like to sincerely apologize to Mr. C***** for the frustration with his recent service it is never out intention to leave our customers feeling dissatisfied!

Mr. C***** expressed in his complaint that he would like us to come out and fix the leak he was experiencing, I am happy to say that that has been taken care of.  On 7/9/2015 we sent a senior technician to the C***** home and the repair was done at no charge to the customer. 

I would like to thank Mr. C**** for his business, and we look forward to working with him in the future.

Sincerely,
Chacie I****

Consumer Response:  
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.

Sincerely,

Russell C*****

7/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had an absolutely horrible experience with this company and definitely would not recommend them to anyone. I called on Monday June 22nd and they said they don't take appointments and they would put me on the list to be service the next day. Tuesday comes and they call and state they are unable to keep the appointment as they are busy and they are sorry but will get to me tomorrow. At this point I do understand as it is busy. Wednesday comes same thing, however, this time they tell me they will put me at the top of the list to make sure I get service in the morning since they had to push me out 2 days. Thursday comes and I think great I am going to get service on my AC. 11 am comes around and still no service. I call and they tell me that I am # 7 on the list (What happened to first thing in the morning) but will still be serviced today. 4 p.m. I call and the person who answered the phone this time was different (it had been a guy in the past who was always very pleasant) she was very rude and basically stated I was still on the list but no apologies. 6:30 pm. I still have not received service and I called again and was then told that I would not be getting serviced tonight. Wow, I had to have someone in my household arrange their schedules 3 different days with the same result. This is absolutely unacceptable and how this company is still in business is besides me. Not only did someone in my family waste 3 days, I was also straight up lied to when I was told I would be early the next morning which never happened. Unacceptable business practices. Be upfront and honest from the beginning and don't waste the time of consumers. Rapid and on-time service is on their website definitely very misleading.

Desired Settlement: I want to be contacted by the owner/ceo of the company with a formal apology from him along with a written apology from the company for their poor business practices and poor training of people who handle dispatching and scheduling. Also and written response on why I was blatantly lied to and what will change in the company going forward.

Business Response:

To Whom It May Concern,

I first and foremost would like to apologize to Mr. L***** for the inconvenience it is never our intention to mislead or misinform our customers.

That being said I would like to address Mr. L*****’s complaint.  Mr. L***** call into our office on Tue 6/23/2014 at 8:42 am stating that his upstairs air conditioning unit was not working, however the air conditioning unit that cools his down stairs was working just fine.  At the time Mr. L***** was advised that due to the higher temperatures we were experiencing that we were 1 to 2 days for service. Mr. L***** advised the customer service representative that he would only be available after 2:30 pm on 6/23/2015 or before 2:00 pm on 6/24/2015.

On 6/23/2014 at 2:37pm our dispatch department called Mr. L***** to advise him that at that point we were extremely delayed and would likely not make it out on 6/23/2015. On 6/24/2015 at 12:41 a customer service representative attempted to contact  Mr. L***** and advised him that we were still delayed however the voice mail to his phone was not set up. At 12:43 pm on 6/24/2015 Mr. L***** contacted out office to advise us that he will not be avail for his appointment and would like us to try to get him in on 6/25/2015.  At 10:14 am and 4:20 pm on 6/25/2015 Mr. L***** called into our office demanding that a tech be at his home that day, he expressed he was upset , and was informed by the customer service representative he spoke to that we are doing our best and will keep him updated. On 6/25/2015 at 6:24 pm Mr. L***** called into our office again, but this time he opted to cancel his appointment.

As you can imagine with the temperatures the week of Mr. L*****'s call for service being in the upper 90s to 100 degrees, our office experienced a very high volume of service related calls.  Being in the service industry during these heat waves we do have to prioritize our calls.  To give you an idea of how we do so, we have an obligation to get to those customers who have elderly people in the home, infants in the home, and those with medical conditions, those are our upmost top priority. Second to that would be those without any source of cooling and those that have been waiting the longest. At this point once the previous mentioned customers are taken care of we then do our best to make it to those with alternate sources of cooling, like Mr. L*****. 

In addition to us prioritizing our calls Mr. L***** was not flexible with this scheduling and in fact postponed his own appointment on 6/24/2015 to the following day, unfortunately this does effect us being able to get a service technician out in a timely manor.  During these busy times we do not quote, as stated above, time frames or “numbers on a list”, so I truly believe this must have been a miscommunication. We never asked Mr. L***** to adjust his schedule in fact quite the opposite, we will always advise our customers to go about their daily routine and we will call with 30-45 minute notice of arrival, so again there may have been a miscommunication.

Mostly I would like to again apologize to Mr. L*****, and hope that after explanation he can try to understand how difficult it can be to accommodate 100's of customers in his same situation and worse. Typically in these situations had Mr. L***** kept his appointment and given us the chance to service his air conditioner we would have been glad to waive the basic service fee of $59.00 for any inconvenience.

Sincerely,

Chacie I****

6/23/2015 Problems with Product/Service | Complaint Details Unavailable
6/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called asking for an electrician to wire my swamp cooler the lady said I needed a plumber and I told her it had already been determined it was a wiring problem and need to be rewired from unit to switch. A tech showed up looked at unit and said you need an electrician. He had no equipment not even an amp meter but said it had a short. I told him I asked for an electrician and he said he didn't know what goes on in the office. He then charged me $89.00 for a diagnostic and said he had talked on the phone with an electrician who could rewire for 385.00 with out even seeing the unit.

Desired Settlement: I complained to them and they didn't even reply. I want my $ back.

Business Response:

Complaint ID ********


To Whom It May Concern,

 

On June 6th 2015 at approximately 10:42 am Larry ************ contacted our office because his swamp cooler was not working properly.  He had described this as the swamp cooler would come on and then shut off and he believed this to be an electrical issue.  It is our policy to send a plumber out to diagnose a swamp cooler as they are trained and equip to do so.  This was explained to Mr. ************ as we would be sending out a plumber to diagnose the system and that it was a basic service fee of $99.00.  Mr. ************ agreed to this and scheduled for a technician to come out.

 

At 2:28 on June 6th 2015 we dispatched a plumber to Mr. ************.  The plumber got onto the roof and diagnosed the swamp cooler confirming that there was an electrical issue causing the problem.  At that point our plumber contacted our electrician who was able to give a quote of $385.00 to perform the repair; the customer was advised that he would NOT have to pay the basic service fee again.  At this point the customer declined the repair and stated that he has a friend who could perform the repair for him.

 

On  June 11th 2015 we received an email from Mr. ************ stating that he was upset that he was charged the basic service fee by the plumber because he had requested an electrician out not a plumber.  Again as stated previously it is our normal procedure to send a plumber out to diagnose a swamp cooler. On June 12th 2015, Mr. ************ was contacted by a customer care manager to address his concerns.  The customer care manager tried to explain to Mr. ************ that regardless whether we sent an electrician or a plumber out to diagnose his swamp cooler the basic service fee is 99.00, which the customer was only charged 89.00, that fee is to cover the liability of our technician getting up onto the customers roof to properly diagnose the swamp cooler.  The customer care manager was trying to explain to Mr. ************ that she would be happy to refund his 89.00 for the inconvenience and frustration, before she could finish Mr. ************ hung up on her.

 

At this time our stance is that a service was performed and the customer was made aware of the 99.00 fee, he agreed to it when booking the appointment, and was charged accordingly.  However at this time in an effort to resolve this issue and for the customer’s inconvenience we are willing to provide a full refund in the amount of 89.00.  Please feel free to have Mr. ************ contact our office to receive his refund.

Thank You,

Chacie *****

Consumer Response:  
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.

Sincerely,

Larry ************

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We contracted Action plumbing for tune-up services on 3 units and I was told by 2 technicians that I needed 3 new units contrary to 3 other opinions I paid for tune-up service on 3 furnace units (after my home had been inspected by a seasoned inspector - only 1 unit had an issue). The first technician told us that he was unable to service the units and that we needed 3 new units that he could help us get and install (~$10k from us). We contacted another agent to look at the units - he found an issue with one of the units that we paid him to fix. At that time we called Action back to get the original service finished as we had a person look at all 3 units and fix the issues. A 2nd technician came to our home to tell us that he cannot perform the service (due to different issues), and he's shut down one of our units. After he left, we realized that 2 of our units did not work. We called someone to come back in to look at the units and they told us that there was an issue with the connection of one of our units (looked at by Action) that made it not work. He fixed it but I'm still trying to get a refund from Action regarding service not complete by them that I paid for. I believe as a consumer that they are in the business of getting business then not contractually completing the business but just trying to get more revenue by upselling customers. I will NEVER use this company and I hope that the BBB will take appropriate action for this company.

Desired Settlement: I wish to be compensated for the entire service that I paid for - tune-up service for 3 units ($129.00) that was never completed.

Business Response: Contact Name and Title: ****** *****, Customer Care Manager
Contact Phone: ************
Contact Email: ************@actiontotherescure.com
To Whom It May Concern,

On 11/3/2014 Mr. ******* called into our office and purchased a planned service agreement from us in the amount of $129.00 (this was on special from $189.00), to cover 3 furnace tune ups. On 11/7/2014 our certified technician arrived at the customers' home to perform the tune ups and upon inspection of the systems he found them to be unsafe (rusted and cracked) and recommended replacement.

On 11/20/2014 Mr. ******* called back into our office and stated that they had "********" out to perform repairs on the furnaces per their Home Warranty, who told him to call us back and have the tune ups complete.

On 11/22/2014 we sent another technician out to the customers home and upon inspection of the systems again deemed them unsafe. This technician shut down one of the systems as he felt it was unsafe for the customer to continue to run it. It is normal practice to shut down a system that our Professional technicians feel can be a safety hazard to our customers.

On 11/22/2014 the customer contacted our office requesting a refund because he was dissatisfied with the service, as he felt a service was not performed.

On 11/25/2014 our office returned Mr. *******'s call and explained that there was a service performed, on two occasions a technician was sent to the customers home and performed inspections (it is standard to first perform a safety inspection on a system prior to performing a tune up) on the furnaces. In an effort to resolve the complaint Mr. ******* and our office agreed to disagree, and mutually agreed to extend the service agreement for and additional year, which is a $169.00 value. This paperwork was drafted up and mailed to the customer same day.

On 12/1/2014 and again on 12/8/2014, ****** called into our office demanding a refund of the $129.00. After an extensive conversation with our office manager, ****** was asked to provide our office with documentation from the other "agents" she contracted out to work on her furnaces to substantiate her claims and at that point we would consider a refund. To which she stated she would look for that information and threatened a BBB complaint.

On 12/9/2014 we received notice of this BBB complaint.

At this point are willing to refund the $129.00 the customer is requesting, and hand delivery a refund check, contingent on the customer allowing us the opportunity to send our Quality Assurance Manager out along with the original technician to verify the diagnosis and if possible perform all 3 furnace tune ups. In addition to providing the refund. We would prefer this is done with the independent contractor ("agent") on site that the customer mentioned above to corroborate their claim of misdiagnosis.

Please have the customer advise us as to when this can take place.

Thank You,
****** *****

Consumer Response: I apologize that I missed the original deadline to reply, as I'm 3 days late. This issue is not resolved and Action Plumbing & Heating will do nothing and will not stand by their policies and claim that their technicians are trained "differently" than others so it is a possibility that their technicians would get a different reading of units. The 2 Action technicians said that our units were not operable but for different reasons and I have technicians from a different company that say the units are fine. The most frustrating thing is that I paid for a service and Action claims that they are not allowed to do the service without any review. It seems that they are just in the business of upselling new units to make money on people who believe their scam.

Business Response: To Whom It May Concern,

Our stance on this matter remains the same. We requested documentation form Mrs.****** to corroborate the "independent contractors" claims. We have yet to be provided with such information. Safety is our absolute first priority and Mrs. ****** is opting to take the word of a "home inspector" over a Licensed HVAC specialist. Because safety is our first priority we offered, as previously noted, to have our quality assurance manager out along with the original technician to verify the diagnosis and if safety permits to perform all 3 furnace tune ups. Again we would prefer this be done with the independent contractor ****** mentioned on site to corroborate their claims of a miss diagnosis. In order for a refund of the $129.00 to be visited we will need Mrs. *****'s cooperation. Aside from the BBB response, Mrs. ****** has not made an attempt to provide the documentation requested or schedule this appointment.

Thank You,
****** *****

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I would like to make it clear that while I have the opinion of the home inspector that stated that 2 of the 3 units were safe and functioning, I have had 2 HVAC specialist in addition confirm that all 3 units were safe and functioning (after fixing components on 1 of the units). While it is nice that Action Plumbing would send someone out with an independent HVAC specialist, I DO NOT TRUST their opinion and believe that their technicians are trained only to UPSELL customers on new units.

I have NO desire to have any more interaction with Action Plumbing and am unsatisfied that I spent money for them to service my units when they continue to tell me that I need new units. It is unacceptable and bad business practice. And quite frankly, very shady to scam customers in this way.

Thank you.

12/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called action in response to having a garbage disposal installed for $192. I was charged $972. I asked for my garbage disposal to be replaced and was charged $972 for the service, when they had advertised $192. This happened around November of 2014. They told me this was because I had extra services . Later I had another plumber inspect what they did and the services they did perform were not up to code.

Desired Settlement: I am requesting a refund of the difference between the advertised price and the price I was charged.

Business Response: Contact Name and Title: ****** *****, Customer Care Manager
Contact Phone: ************
Contact Email: ************@actiontotherescure.com
To Whom It May Concern,

On 10/11/2014, **** ***** contacted out office to install a garbage disposal and to look at a small leak under kitchen sink that has caused some water damage. At the time we were running a special on the garbage disposer for $192.00. On 10/14/2014 our plumber arrived at the customers home, evaluated the customers plumbing concerns, at this point our plumber went over the work that was to be done and gave the customer a price, to which the customer signed the invoice and authorized the work. Upon completion of the repairs the customer provided his credit card information and made payment in the amount of $972.00.

There were additional charges for additional work that was authorized by Mr. ***** and performed by our plumber. The work was not limited to a garbage disposer, our technician also replaced a basket strainer, the drain arm and ptrap to the garbage disposal, and the saddle valve to refrigerator, all of which is covered under a 1 yr warranty.

On 11/15/2014 our office received a call from **** *** ******** with Chase bank stating that their customer Mr. **** had filed a fraudulent charge dispute. We informed **** *** that we would look into this and get back to them. We tried calling several times to reach the **** *** and we were unsuccessful. On 11/25/2014 our office Manager was able to make contact with the **** ***. We informed her that after researching this service call and speaking with the plumber as well as the service manager, that the customer was aware of the charges, we have a signed invoice and he willingly provided his credit card information.

On 12/4/2014 **** *** ******** with Chase bank called our office again, but this time on conference call with **** ***, Mr. ****, and the Plumbing Service Manager of Action. At this point Mr. **** was now claiming that he only authorized the garbage disposal special at $192.00 and an additional $250.00 and that we fraudulently charged his credit card, this is clearly not the case. Mr. **** also stated that he had a third party contractor come out to his home to look at the work we did and this contractor told him that the garbage disposer was not installed to code. The plumbing service manager stated that he would be willing to consider a credit on Mr. ****'s account if he can provide us with the documentation from the other plumber substantiating his claim. Mr. **** stated that he did not have the documentation we were requesting and that he was trying to get it. At this point **** *** interjected in the conversation and stated that was all she needed from us.

At this time our stance remains the same. Mr. **** authorized the work that was done and provided his credit card to pay for the service, we have a signed invoice, and Mr. **** is unable to provide us with the documentation that was requested. There is no refund to be had however we would be more then happy to extend a service agreement (valued at $189.00) to Mr **** for any and all inconvenience.
Thank You,
****** *****

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
When the invoice was signed it was a blank piece of paper with no charges written on the paper. The service man indicated that signing was simply giving him permission to work to install the garbage disposal. I feel the service man could tell that I was "out of it" from having taken too much pain medicine to cope with my chronic back pain and wanted to scam me out of as much money as he could.

After only being at my house for about an hour I provided a credit card number for them over the phone and authorized the payment for the garbage disposal.

Later that night I found a charge on my credit card for $972. I immediately called my credit card company and told them that this was a fraudulent charge, as they had quoted me only $192 over the phone. I called up action plumbing and asked them what extra word they did to justify almost $1,000 for one hour of work. They then sent me an invoice stating that they had really done almost $3,000 worth of work and that I was getting the "special pricing" of only $1,000.

I asked them to itemize the work they did separating labor from parts in their invoice. They then informed me in different words, that they are not allowed to itemize the work they do because if they did the public would find out how bad they are ripping people off. I have still yet to get an invoice that separates the parts from the labor.

In an attempt to verify that I was completely ripped off I had a different honest plumber inspect the work that they had done. That plumber indicated that not only was I completely ripped off, but the work that action plumbing did was not to code. I then had to hire this separate plumber to fix the mistake made by action.

At the time of the conference call I did not have the invoice from the honest plumber that fixed action plumbings bad work. This is because that plumber had been busy working hard to earn an honest wage that he didn't have enough time yet to fax me the invoice.

However, action plumbing makes plenty of money from ripping people off and going to extremes to cover their tracks that they can afford to type lengthy letters and do long conference calls with credit card companies.

I have since provided the invoice to my credit card company who did an investigation and verified that action plumbing did do a poor job with my plumbing that needed to be fixed by another plumber. They have since refunded my money so I guess I do not need to worry about working with Action Plumbing anymore.

However, buyer beware: Action Plumbing is not in the business of Plumbing. They are in the business of ripping people off!

12/16/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Furnace replaced 10/12, damage resulted from improper install and was discovered by another heating company after Action failed to fulfill 10yr warr. Furnace replaced 10/12, quit during a cold spell 11/14. Action was contacted for warranty repair. Action stated water damage and refused repairs leaving my family w/o heat in Temps of 16 degrees. Contacted another repair service who found improper install and damage due to Actions faulty install resulting in costs out of pocket when a 10yr parts and labor warrant was included and documented on receipt. Went to file a small claims suit only to find business name on receipt is not registered with the state of Utah and a registered agent that does not live in the state of Utah leaving me with potential attorney costs.

Desired Settlement: Initial cost of furnace install paid to Action, lost wages for waiting for a, "promised" repairman to make repairs who subsequently did not repair and showed up 10 hours later then initially promised, cost for electric heaters purchased to keep family with children warm until a proper company made repairs, cost of repairs to get heat onot for a furnace thathe was still under warranty, yet not covered due to improper install by Action.

Business Response: Contact Name and Title: ****** *****, Customer Care Manager
Contact Phone: ************
Contact Email: ************@actiontotherescure.com
To Whom It May Concern,

On Sunday 11/16/2014 at approx 9:39 pm, Mr. ***** ****** called Action's afterhours and requested service stating that the furnace we installed 10/24/2012 was not producing any heat. At that time our after hours technician was dispatched and arrive d at 10:36 pm to assist the customer. Upon arrival the technician found water damage inside the furnace and determined that it was caused by a leaking ac coil , the ac was not a part of the original installation performed by Action. The labor warranty was voided due to the water damage, however the technician offered to perform the work at no charge to the customer. The technician made arrangements with the customer to return the following day to complete the repairs. At this time IF our technician felt that the customers home would reach severely low temperatures we would have accommodated them with space heaters, as this is our normal practice.

On Monday 11/17/2014 at 12:50 pm our technician arrived at the home to find that no one was there, this was verified through GPS tracking. The technician was rerouted. At 1:16 pm customer (****** ******) called into our office for status, advised customer that technician was rerouted and we will send him back out once he is finished on his current job, to which customer became very upset.

On Monday 11/17/2014 at 4:46 pm (confirmed via GPS) our technician arrived at the customers home to trouble shoot and make repairs. The technician left the home at 5:06 for parts and returned at 6:01 pm to resume repairs. At 6:44 pm ***** ****** called our office demanding to speak with a supervisor and wanting to know where the technician was, Mr. ****** was very vulgar, threatening, and abusive to our CSR. At this point our office staff contacted the technician who was at Mr. ******s home performing the repair. Due to his behavior our technician gathered his tools and spoke with ****** ****** to explain why he was leaving to which she acknowledged Mr. ****** was being irrational, at this point we exercised our right to refuse service.

In an effort to accommodate our customer we replaced the control board , wiring harness , and gas valve at no charge although the labor warranty was void. We were unable to complete the work to get the system working due to the customers erratic behavior. When our licensed technician left he stated the indoor temperature of the home was approximately 64 degrees.

It is in our opinion that we have gone above and beyond to satisfy this customer and unfortunately at this time we are exercising or right to refuse service.

If you should have any further questions please don't hesitate to contact our office.

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

10/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Did not honor warranty and still have same issue and items was not repaired. I paid $510 to have two plumbing issues repaired. Upon calling within 90 days to let Action Plumbing know I was still experiencing the same issue, they mentioned for some reason the repair guy put down no warranty! When inquiring if this would normally be under warranty they mentioned yes, but was not aware why this wasn't. They had the repair guy that fixed me issue call me and he tried to tell me, that he would be happy to come out and repair again, but it would be another $140, which is 1/2 price of normal. I feel they are dishonest and the repair person charged me for a repair he didn't do, but put a band-aide on problem and now I have the same problem they are not willing to stand behind the issue I originally paid for.

Desired Settlement: Refund me for initial repair since it was not done correctly.

Business Response: Contact Name and Title: ****** *****, Customer Care Manager
Contact Phone: ************
Contact Email: ************@actiontotherescure.com
To Whom It May Concern,

On 7/7/2014 our technician ***** performed a service for Mr. ******, which included a repair to a water line in his back yard and a repair on a two handle roman tub faucet. There was a discount given on the faucet in the amount of 136.92 (the book price on that repair would have been 305.92 and customer was charged 169.00), there was a discount of 75.00 discount given on the repair to the water line (the book price was 416.89 and he was charged 341.89), in addition the customer was given a 1 yr planned service agreement valued at 189.00 at no charge. With the service that was provided on invoice ******, there was our standard warranty of 30 days not 90 days.

Before the work was started the customer signed and agreed to the work and pricing and when the job was complete the customer signed the invoice acknowledging that he was satisfied with the work that was performed.

On 10/13/2014, well over the 30 day warranty period, the customer called in to report that the faucet was leaking. Customer was informed that this was out of warranty and the customer became very upset. In an effort to accommodate the customer we offered to repair the faucet at the cost of parts only, to which the customer declined .

In an effort to resolve this issue we are still willing to send a technician out to evaluate the leak and if the customer chooses to have the repair done we will do so at a valued rate.

If you have any further questions please don't hesitated to contact me.

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

10/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Made 2 appointments to have furnace checked according to warranty as contracted.they never showed up and i had to call them. i took time off of work. we had the furnace installed on 3/20/2013, a year later we were contacted by action plbg. to have the furnace yearly scheduled maintenance and they never showed up,we called them and they rescheduled for another missed appt.i called and let them know what I thought of their service.thats not all. when they installed the furnace they unhooked my water heater flu pipe and carbon monoxide was leaking out my son just happened to notice the smell and fixed the pipe and when i relayed the message to action plbg they became irate and difficult to deal with

Desired Settlement: we want them to honor the contract and keep their word and service the furnace and teach their employees about carbon monoxide poisoning.

Business Response: Contact Name and Title: ****** *****, Customer Care Manager
Contact Phone: ************
Contact Email: ************@actiontotherescure.com
To Whom it may concern,

On 6/18/2014 our office left a message for this customer to schedule a central air tune up per their planned service agreement with us. The customer returned our call and scheduled the ac tune up for 7/9/2014 to which we had to reschedule due to unforeseen emergencies. A message was left for the customer to advise of the reschedule. The next day 7/10/2014 another call was made to the customer to see if we could get the appointment for her central air tune up rescheduled, the customer responded by stating that she was busy with a fundraiser and would call us back when she had the time. Our office had left messages on 7/22/2014, 7/31/2014, 8/5/2014, 8/8/2014,8/27/2014, and 9/5/2014. At this point we were transitioning from our central central air tune ups to our furnace tune ups. On 9/5/2014 we received a call back from the customer to schedule the furnace tune up, the tune up was at this point scheduled for 9/12/2014 9am-12pm. Our office called the customer at 9:20 am on the day of the appointment to advise her that we were running slightly delayed, there was no answer and a message was left for the customer. At 11:32 the customer called our office irate and yelling, at this point the customer hung up on the customer service representative and would not allow us to address her concerns. We have tried to contact the customer since this complaint to see if we could come to a resolution. We would like to schedule a set guaranteed appointment to fulfill the furnace tune up portion of her service agreement. This would be a set 1 hour window for arrival. In addition we would be happy to extend the service agreement for an additional year, which is a $169.00 value.

Thank You,
****** *****

10/10/2014 Advertising/Sales Issues | Complaint Details Unavailable
10/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: had a plumbing problem. they charged me 537$ for 45mins of work no parts just labor. the tech made it sound like it would cost half that. after buying our house last year with a new furnace from action plumbing we had a problem with our ac. They came out and told me the unit needs to be replaced. The technician/ sales man brought out a book with pricing starting 3500 unto 6000$ plus. My wife and i were just devastated expecting to go on vacation the next month. but in the middle of july we couldn't not fix it so we got a new unit for around 4000$. a month later sat august18th we had a stopped up toilet and they came out late sat and fixed it. this is were i seen the company for what they really are. they snaked my toilet in about 15 after diagnosing the problem, spent another 20 minutes letting water run to make sure no more problem and packed up and after 45 off work with no parts, just labor they charged me 537$!!! for less then 1 hr of labor!!! the technician made it sound like it would be only 269$ if he did this and 269 if he had to do that. i thought about it til monday getting more upset as time went by. so monday i phoned 3 other companies to see what they charged for 1 hr of labor. the first company ******* ******** said for coming out it would be 49$ and 88$ for labor 137$. exactly 400 less!!! i called 2 other companies and they where hesitant to give me exact price but said labor per hr was around 75-100 an hr. at this point i just felt like i was grossly overcharged!!! I called and asked to speak to mgr and a rep called me back 2 days later. we went back and forth for 3 weeks before she finally said i will put a credit on your account for half of the 537$ app 269 for future needs. i told her this didn't do anything to help me because i have new furnace, ac, and good plumbing i wouldn't need there service anymore. so basically i feel the offered me nothing in return for being a loyal customer who thought we could trust this company!

Desired Settlement: if i go out to eat at a restaurant and if I'm not satisfied for the meal generally you get it taken off the bill, if i buy anything at a major retail store i can exchange or return within a reasonal time. most stores are doing price matching meaning they will bet the price of there competitors. action plumbing told me there rates are competitive. how is 400$ more competitive. they say 100% satisfaction gurenteed . i didnt receive that! i would like a refund.

Business Response: Initial Business Response /* (1000, 7, 2014/09/24) */ Contact Name and Title: ******* ***** Contact Phone: XXX-XXX-XXXX Contact Email: ************@actiontotherescure.com We came to an agreement with the customer on September 4th 2014 and issued a credit on the customers account.

7/31/2014 Problems with Product/Service
7/31/2014 Advertising/Sales Issues
6/26/2014 Problems with Product/Service
6/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to honor a pre-paid service agreement. In November, 2013, I called Action to address a water leak from an upstairs bathroom toilet emergency shutoff. I was overcharged for the repair and talked into a new float inside the tank for which I was also overcharged. I was also talked into a pre-paid service agreement. Among other things, the service agreement covered a professional tune-up and start-up for my swamp cooler in the spring. I made an appointment for the swamp cooler start-up in April and stayed home during a 3-hour window. Finally someone called and told me they would have to re-schedule. The new date came and again I stayed home waiting for the guy and again I was called and told they would have to re-schedule. Today, the third appointment day, I stayed home from 11:00 to 2:00 awaiting service. After 2:00 I called the company and got apologies but little else. Finally I put up a ladder and started up the cooler myself. After 5:00 a man showed up at my door and I sent him away.

Desired Settlement: I understand that circumstances sometimes cause delays in service, but companies should not promise what they can't or won't deliver. Failure to show up on three successive appointments renders this service agreement worthless and I expect Action to refund my money.

Business Response: Initial Business Response /* (1000, 5, 2014/05/19) */ To address the price of the plumbing, our techs state the facts based on their observations. They then give options or solutions and prices. It is always the customer's choice to have us do any work. The customer authorizes the price and the work. As far as the Service Agreement, We had to reschedule only twice. The first time was 4/5/14 due to cold weather which we have no control over. We rescheduled to 5/9/14. On that day we rescheduled to 5/14/14 for various reasons, we were unable to make it for which we apologize for. May 14, 20104 was also very busy and we still were able to make it but later on in the afternoon. If the customer would have waited a couple more hours, our tech could have started the swamp. We don't just not show up to our scheduled appointments. If for any reason we are unable to make an appointment, we call the customer as we did in this case. The customer elected himself to do his own start up. It would be in the customer's best interest to keep the service agreement, he would get 10%-20% off on parts if there is a repair on any plumbing, heating or cooling. Our tech gave him a price break back 11/2/13 because he bought a Service Agreement. We would be willing at this time to extend his Service Agreement out for 12 more months at no cost to the customer which would give him continued repairs at a discounted rate. If he elects to cancel then he would need to call our Office Manager ******* at XXX-XXX-XXXX. Thanks ***** **** Action Plumbing Heating & Air Initial Consumer Rebuttal /* (3000, 7, 2014/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are totally unhappy with the quality of service from this company and find their offer to extend their "service agreement" ironic. Only a refund of the cost of the "service agreement" would offer any degree of acceptance from us. Final Business Response /* (4000, 9, 2014/05/21) */ Our Office Manager ******* is in the working on that refund. Please contact her at XXX-XXX-XXXX. Thanks

6/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged for services that were not rendered. On January 14 & 15, 2014, Action Plumbing and Heating did repair jobs on the drain lines leading from the back of my house to the main city line. Invoice number: XXXXXX I was charged $797.50 for a clean out access. That access was not installed. At least $797.50 should be refunded to me. When I signed the work order before the repair took place , I assumed that the repair would be a complete replacement of the drain line. I assumed wrong. They cut through a couple of two by four inch wooden bars to tear down a 10 foot section of cedar fence so the backhoe could get through, but that does not justify the excessive amount I was charged. The total bill is for ***** is excessive. The men who did the work were very kind and demonstrated a good deal of skill in their work, and I thank them for that, but I deserve a refund of at least $797.50 to compensate me for the amount charged me for the clean out access that was not installed.

Desired Settlement: I am seeking a refund of $797.50. This is to compensate me for the amount mentioned in the detail statement. It is to compensate me for what I was charged for but did not receive.

Business Response: Initial Business Response /* (1000, 7, 2014/05/27) */ On this job, our tech found an additional break in the sewer line and repaired it instead of installing a clean out. The price was about the same. 799.06. Our tech has spoken with the customer this morning, explained this to him and worked out a **** plumbing credit. I have noted that on his account with us. Thanks ***** **** Action Plumbing Heating & Air XXX-XXX-XXXX Initial Consumer Rebuttal /* (2000, 9, 2014/05/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) First, I wish to thank the three technicians for their skillful and conscientious work. They did a good job and were very careful about my safety. I appreciate the good things they did. I feel that for the ******** I was charged, the entire drain line should have been replaced, not just two small sections. On that point, I guess we will have to agree to disagree. Thank you for considering my complaint.

2/21/2014 Advertising/Sales Issues
2/11/2014 Problems with Product/Service
1/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Trying to sell me on services and products I don't need. I called Action because my furnace was not heating. I could get the fan to turn on, but not the furnace. Action came out on Saturday 12/7. The guy went over my furnace, and actually got the heat to turn on. He then tried sell me on some story about a tiny crack in the heat exchange and told me I needed a new furnace. When I said it wasn't an option right now, and what can you do to get it running now, he said "I for sure needed a new control board, and that might fix the issue". That new control board was quoted at 800 bucks. I took his estimate and he left me with no heat. I then called Comfort Solutions in Ogden, UT. The tech actually walked me through some troubleshooting steps over the phone, and we were able to determine that all that was bad was the thermostat. I replaced the thermostat myself and the heat magically kicked back on. I could have been scammed out of a 2200 furnace or an 800 control board and still had the issue, since it was the furnace.

Desired Settlement: Full refund of "Diagnostic Fee"

Business Response: Initial Business Response /* (1000, 5, 2013/12/19) */ We have not charged the customers credit card yet. The tech has not turned in the invoice yet. I called the tech and advised to put a note, not to charge customers credit card and I let our accounting know. Thanks ***** **** Action Plumbing Heating & Air XXX-XXX-XXXX.

12/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We bought a furnace from Action Plumbing. To keep up with the warranty we need to pay for a service call every year. 3 appointments and 3 no shows now They have made 3 appointments with us in the last 6 weeks and DO NOT SHOW OR RESCHEDULE. My husband missed 4 hours of work last week, and when he called ( 1 hour after normal business hours) they said they'd reschedule. They refuse to give an address when I asked. Here we sit with the 3rd no- show. We have now lost 12 hours total waiting, and $500.00 for missed work.

Desired Settlement: Extended warranty with another division.

Business Response: Initial Business Response /* (1000, 5, 2013/12/02) */ I did some research and found that this customer has not paid for a service call each year since the install. In fact, there was no prior commitment of payment for this most recent service call. To understand what happened, we need to see the whole puzzle, not just a few pieces. Action Plumbing Heating & Air installed the furnace on 1/9/2006 and it has a 10 year parts and 5 year labor warranty. The labor warranty expired on 1/9/2011. Since the install, the customer has not called out to service their furnace until 9/28/2013. ***** called us to do a 33.00 tune up. He did not say if he was having furnace issues. He scheduled for 10/17/2013 11-2pm. On that day at 8:56AM, we called the customer to reschedule. We had a lot of no heat calls coming in so we did what any other HVAC company would do and that is reschedule the tune ups, the ones that have heat, for a later date so we can take care of the ones that have no heat. If these folks were in need of a repair, they would really be furious if we called them to explain that we can't come fix their furnace today because we have too many tune ups to do for the folks with heat. So we left a message to reschedule with ***** ******. We called **** ****** and she did not want to reschedule, we were out until 11/20/13. She said she will let her husband call back to reschedule or tell us he found someone else. He called back on 10/17/13 at 11:00AM to reschedule for 11/20/13 1-4. Therefore, we did not miss or "no show" this appointment as accused. We call and reschedule if we are unable make an appointment just like the customer would call if they had to reschedule. When we schedule a time slot, that means we can come anytime between 1 and 4. There is no exact time of arrival. On 11/20/13 at 12:37, we called to delay, indicating that the tech is stuck on a prior job, but is trying to get there. At 1:56 on 11/20/13, we called for a second delay, the tech is still on a prior job but still doing his best to make it. Then at 4:07PM, ***** called us and our tech was stuck on a no heat call as well as other techs trying to get the no heats done. At 4:54, ***** called us again for status. He wasn't very nice and he was very rude and not happy. He said he took the day off from work and then gave us his wife's cell. We explained again that this too was a day with a lot of no heats and again we need to handle these emergencies so can we reschedule. He was angry declined at 1st, he said he has been waiting months for this. We apologized and he said he is tired of hearing our apologies want us to get this done. Our CSR chatted with him for a bit and finally he rescheduled for Mon 11/25 9-12. Again, we did not blow this one off, we were in communication with the customer either by us calling or the customer calling. On the 11/25/13 at 12:13 we dispatched a tech and he made it there and gave them a free furnace tune up due to the customer being upset and because of the reschedules. So we can now see that we did NOT blow off nor "no show". We did have a couple of reschedules and then on the third attempt we did make it and gave free service. The solution here is simple. The customer didn't have to miss work. We were in communication and when a tech was able to come then he could have left work. It was his choice to stay home and wait. We are not going to extend the warranty unless they want to pay for it. We can offer a free service agreement where we come check out an a/c in the Spring, their furnace next Winter and their plumbing anytime in the next 12 months. This service runs $143.00 however we can give this to the customer at no cost. Let us know. ***** * Action Plumbing Heating & Air XXX-XXX-XXXX

12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Made service call 2 weeks ago. They told me between 1 and 4. on the 10th of Dec. They called yesterday to confirm. then they nnever showed up or call They made an appointment to service my heater on the 10 of drc. after a call on the 9th to confirm I would be home. I took the day off of work so I could be here. They never showed up. This is the 2nd time they did this to me. I had an appointment on the 5th of nov and the didnt show up for that one either.

Desired Settlement: I want my heater serviced on time when thwy said they wpuld

Business Response: Initial Business Response /* (1000, 5, 2013/12/13) */ We did call the customer and we were in contact at all times. We did not just no show. The customer initially called on 10/8/13 to schedule a tune up for 11/5/13. On that day we called to delay and had to reschedule to due the amount of calls that came in for folks with no heat. If he had no heat, he would not like us to call him to reschedule so we can attend someone with heat. The no heats take priority. If he was having furnace issues, he did not tell us. He needs to tell us so we could have given him priority. As far as we know, he has heat and he can still run his furnace and we can still honor the 33.00 tune up/check up at a later date. We scheduled for 12/10/13 1-4. On that day we called him once to delay and than again to reschedule. He called back and he said he did get the message to reschedule and told us he did not want to do that and that he will go elsewhere and hung up. Here is a copy of the our call log: > 10/8/2013 TUE 3:14 PM> ****: Has a 10yr old furnace wants a $33.00 tune up, set for 11/5, 1-4 , ** > 11/5/2013 TUE 1:07 PM> ******** i called with 1st delay i spoke to ******* he said he thought could get the day off of work but was unable want to have is 17 yr old step son let us in advs policy 18 and older he wasnt happy then got him to agree to a reschd but really wasnt happy about waiting till dec. i advs will still honor $33 price he said furn is working fine but usually wants looked at before turns on advs could use furn since worked fine last yr and if has any problems could do serv call he finally agreed sched for 12/10 1-4 with a remnder call day before *** > 12/9/2013 MON 12:47 PM> ******** i called to remind of appt for tue 12/10 1-4 i spoke to ******* *** > 12/10/2013 TUE 2:39 PM> ******** i called with 1st delay i spoke to ******* he said ok *** > 12/10/2013 TUE 3:25 PM> *******:I called lvm to resched *** > 12/10/2013 TUE 3:39 PM> *******: ******* called in and said wife got our msg to resched .. I told him yes would need to resched he said he will take his buisness somewhere else cancel appt I offered to lower price he hung up on me **** We can still come check out his furnace, he would need to call us and be flexible. With cold temps, a lot of folks call in with no heat and he may get bumped again. That is not saying we will not make it out or we are just putting him off. It is saying we can so the tune up for 33.00 at a later date when we are not loaded with no heat calls. It is hard to know what each day will bring until that day of. Thanks ***** **** Action Plumbing Heating & Air XXX-XXX-XXXX Initial Consumer Rebuttal /* (2000, 7, 2013/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) they called my wife but not me. I find it odd that they had no problem calling me to make sure I was going to be home, butcalled my wife to cancel. as for the excuse about have to fix hheaters that didnt work, they never once gave us a reason why they canceled they just said they couldn't make it. I will not be using this company ever again. I will also go out of my way to tell everyone I know to never use them

12/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was billed total 407.25; 150.75 for "Additional emergency shut of hot and cold". I turned off water for granite install; not them. Over-billed. 10/31/2013 I disconnected plumbing to 2 bathroom sinks prior to granite counter-top install. I turned off house water supply as 2 valves would not close. I called Action Plumbing and plumber showed up. I explained the situation. He recommended replacing the other 2 shut off valves due to being as old as those not working. He was at my home appro. 5 minutes and left to get the parts needed. Upon return, another person was with the plumber to write up the ticket while the plumber replaced the 4 water shut off valves in the 2 bathrooms. This only took approx. 15 minutes and I paid them. Later, when looking at the receipt I noticed a charge of $150.75 for "Additional Emergency Shut of hot and cold". The total bill was for $407.25 after a $33.00 coupon was taken off. I was never told by the receptionist who took my initial call nor by the plumber who came to my home that I would be charged this fee. I believe that I should be re-imbursed the $150.75 since 1. it was I who shut the water off; not the plumber, and 2. I was never told about this specific fee.

Desired Settlement: I believe that I should be re-imbursed the $150.75 since 1. it was I who shut the water off; not the plumber, and 2. I was never told about this specific fee by the receptionist who took my initial call nor by the plumber or other gentleman who came to my home.

Business Response: Initial Business Response /* (1000, 5, 2013/11/15) */ Thanks for informing us with this concern. I called Mr. ********** Wed 11/13/13 at 12:32PM and chatted about the work and I explained that he has misread the invoice. We do not charge to shut water off. The charges on the ticket are $289.50 for the first two hot and cold shut off valves in the main bathroom which he agreed to prior. The second charge of $150.75 is for additional hot and cold shut off valves. The invoice reads "$150.75 additional emergency shut of hot and cold." There is only one main shut off valve that shuts water off all of the water to the entire house and it is the main cold line coming in from the outside water main. There is no main hot valve. The water was already turned off when our tech arrived. Why would we charge to shut off water that is already shut off? We don't! The $150.75 charge is additional hot and cold shut off valves as stated previously. We put in four of them as Mr. ********** stated which he knew ahead of time and the price. These charges are valid and agreed upon by both parties. It is a contract. We fulfilled our end and now the customer is obligated to fulfill his end. We are not going to refund any money. Mr. ********** told me when we spoke that he accepts that he agreed to the charges prior to the work. The only thing we can do is to give him a free Service Agreement valued at $143.00. He declined this offer but it is still open if he should change his mind. Thanks. Action Plumbing Heating & Air XXX-XXX-XXXX

12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Furnace repair that was not the problem, it cost me $530.00 and that was not what was WORNG. The problem with the furnace is still occur, I have paid for repairs that did not need to be replaced, the have been to the house now 4 times and the furnace still does not. To go along with that the furnace is under warranty and they are charging me for the repairs. I feel that they are keep the parts and going to turn in the parts and keeping the warranty money. I have asked for the parts so I can turn them in to York . These guy take advantage of the elderly. Not goog

Desired Settlement: To get my furnace running right and refund my money for parts and they can collect the money for parts under warranty.

Business Response: Initial Business Response /* (1000, 5, 2013/11/22) */ We have already been down this road a few days ago with his son ***. I don't know how much more clearly we can explain this. This customer called us out on 11/18/2013 to diagnose his furnace. Our tech found a pressure switch to be the issue. He gave a price, the customer authorized the price and the work. Just after the tech left, their furnace had another issue. Our tech went back and there was another pressure switch that went out so the customer authorized that repair. Both of these parts WERE NEEDED. I am confused as how this customer can state that the parts were not needed when he is not a HVAC tech nor did he test them. Our tech made a test and that is how he found they needed to be replaced. I asked the tech if he still has these switches, and he thought he had threw them out. No need to hang onto used parts. Somewhere in the dialogue, the warranty issue came up. Our tech told the customer and I told *** that we did not install his dad's furnace, therefore it is not under a parts & labor warranty with us. That is standard through out the industry. I have a wealth of experience with multiple hvac contractors over the years, none of which will warranty someone else's work. If they wanted to use a warranty that may have been available, they should have called the company that installed it. After we replaced both pressure switches, the customer called us again. We came back on 11/20/13 to clean a flame sensor at no charge as a courtesy. Sometimes there are multiple issues with a furnace and they can happen in succession one with another. Upon cleaning the flame sensor, our tech found that the furnace has a collector box that needs replacing and that particular part, York will warranty the part only so the customer will have to pay for labor of $150.00. When we deal with furnace and air conditioners, it is not always just one repair, sometimes it is a few different things as stated prior. If they still are having furnace issues, we can come look into it. They need to call us and tell us and not expect us to reimburse for another contractors work. Thanks. Action Plumbing Heating & Air. XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2013/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) What anyone would know if that just think yes they replaced these switches but the difference between someone that knows what they are doing and someone that does not is, if it takes you 4 time to fix a problem and you just replace parts and it still does not work, than someone has done something wrong. On the fourth time out the problem by the word of their own Tech and I quote. "The problem was a sensor note the other parts but I cannot say that. So the first Tech replaced parts that where not bad. But they can't prove that because they through them away. By doing that I cannot submit them to the manufacture for replace meet to get reimbursed for the money spent. What this boils do to. Is taking advantage of elderly people that are over 75 years old and are trusting. What they should have do is told the elderly people that this furnace should be under warranty and you should call a trained manufacture warranty company to do the work. BUT no they just replaced parts and left with the furnace not working. My dad called me so I called them back. They replaced more parts and turned the gas off witch in turned off the water heater and left. I was again called to my dad's the water heater does not work. When I got there I know in no time what was wrong with the furnace and water heater. I relit the water heater. The tech should have done that, he turned off the gas. Now you to me that that tech know what he was doing. I have work General Construction for 2 of the largest Construction companies in Utah, for over 25 years ****** and ****** ************* So when I speak I know what I am speaking about. I have dealt with sub pare company before and Action is one of them. Just read the other review web site and you will understand. Also Action is not and cannot qualify for ****** approved sub list because of their service, and expertise. Replacing to switch at no charge, $530 is not no charge and yes the Flame senior was the problem in the first place and that should have been JUST a service call charge. I like that they call back to clean a flame sensor at no charge NO they came back too fixed the problem that they DID NOT fix the first time. It is always less money to fix things right the first time an REWORK and REWORK in the construction industry is always at the subcontractors own expense. When it is due to pour work man ship. The last tech that came out it took him 20 min to fix the furnace RIGHT without replacing parts. All I want is an apology and the money that they took my dad for refunded. All will be good after that. All I am try to do is to stop this company from screwing any other elderly person out of their money for something they do not need. Just to make their monthly sell point. Ones again PEOPLE DO NOT CALL these people to fix anything. They will replace parts that you do not need. These type of companies should have their Contractors license removed. *** ******* for my Father ***** ******* who is 76 years old. Final Business Response /* (4000, 10, 2013/11/26) */ I still have not received an answer to my question. How does *** ******* know that the two pressure switches our tech replaced, were not needed when he isn't an HVAC tech and he wasn't even there to test them? Another note, a furnace that is three years old and having issues like this needs to be maintained and cleaned on a regular basis. When it isn't, issues like this arise where MORE THAN ONE PROBLEM surfaces. A furnace is not a "set it and forget it" appliance. To reiterate, our position is the same and will not change. The customer called us out and reported that his furnace goes on then immediately shuts off. That could be one failed part or multiple parts failing ranging from pressure switches to sensors. Our tech responded to the call and he informed me that he diagnosed the first pressure switch as a part that failed. Before he left, the furnace was working. He was called back because the other pressure failed too, which happens at times. The second could not have been diagnosed without the first one being replaced. These parts work together. Just like in an automobile, all of the parts work together and two or more parts can go out and the only way to know that, is to replace them one by one. The same thing is true on a furnace. After the tech replaced the second switch, he left and the furnace was working. We charged the customer for these parts because WE DID NOT INSTALL THE FURNACE. There is NO parts and labor warranty on this customer's furnace with Action Plumbing Heating & Air. He may have one with the company that installed it but not with us. No one in any industry will warranty the work parts and labor of another contractor. That is a fact in industry. After the second pressure switch was replaced, the customer's dirty flame sensor became apparent because all of these parts work in succession. We did not charge for this cleaning, which we should have, NOT as an admission of any guilt but as a courtesy. Upon cleaning the flame sensor, our tech found still another issue with this customer's furnace. It was a collector box that needs replacing. The customer chose not to replace it but to consider it. If the collector box is not replaced soon, more issues can arise. As stated prior, we will not reimburse anything. There was no prior warranty upon the initial call on 11/18/13. There is however, a 90 day warranty on the parts we replaced on 11/18/13. In efforts to help ease some of the misunderstandings, we can offer a free 12 month service agreement, again, as a courtesy. A service agreement entails an a/c check up in the Spring or Summer, a furnace check up in Fall or Winter and a plumbing check up anytime in the next 12 months. This service runs for $143.00 however we can provide it at no cost to the customer. Let me know if you want me to set up this free service. Thanks. ***** ** Action Plumbing Heating & Air XXX-XXX-XXXX Final Consumer Response /* (4200, 12, 2013/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The better question is how do you know the where bad you trashed them. I guess this complaint will go unresolved the contractor is unwilling to good customer service . So for me this compliant says on their BBB report. That all I have to say you can not have a discussion with pour workmanship.

10/31/2013 Problems with Product/Service | Read Complaint Details
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Complaint: did not preform any service as should have been done on 10-05-2013 Icontacted this company because of their advertisment on tv for a home furnance service call for 33.00 they said that I need a dignogtis ? service call which would be 59.00 I said ok they sent their service tech ( ***** ******* out He went down to my basement and I followed he knelt down infornt of the furnance and hooked some hand held device to the front of the furnace He said that my furnance was to old and warn out that it needed to be replaced or a new computer installed tht is all he did he then proceeded to give me prices to buy a new computed or a new furnance using the numbers he wrote down while looking at the furnance the prices he quoted ran form 982.00 to almmost 3000.00 I told him that I had never heard of a furnance3 that was suppose to be that old having a computer in it he said that it had been upgraded some time ago but now the whole unit needed to be replaced I told him to leave me the prices and I would get a second opion he tried his best to get me to buy a new furnance for the next 20 minuets after he left I thought I would go online to check the prices of new furnances so I went down to the furnance room took off the cover found the same plate that he had written the serial numbers down but could not see the numbers because of a wire hanging odwn in front of it I moved this wire and the whole system came on the furnance is workin perferctly I believe this tech did not do any work to find out what was wrong with the furnane he just saw that I was a old man and would do whateve he said so he tried his best to sell me somthing that I did'nt need I called this company , told them what happened they said they would referr my complaint to a superviser I said that I wanted a refund because this tech had done nothing thya said the supervisor would contact me 2 days later he called I told him the story he said he would check with his superviser and call me back 2 days later he had not called so I called the office and was told that I had not allowed enough time for the superviser to call me I said how much time does he need its been 2 days they said he would contact me in about 72 hours it has now been a week since they took my money for somthing they did not do they tried to take advantage of me because of my age and won't refund my money because they think I won't complain to anyone about it well they are wrong

Desired Settlement: I want my money back 59.00

Business Response: Initial Business Response /* (1000, 5, 2013/10/15) */ I called the customer on Friday 10/11/13 and told him he is getting back his 59.00 and the gal that cuts the check is out of town and should be back this week. I advised to give it a few weeks. She is back today and again the customer should give it a few weeks for processing. Thanks ***** **** XXX-XXX-XXXX

10/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Action Plumbing promised me to fix my clogged drain. Four days later the drain clogged again and they refused to re-do the work for free. On Thursday 8/29/2013 11:00PM, we noticed that sewer water had backed up into the basement bathroom through the toilet. I called Actiom Plumbing on Friday 8/30/2013 and they came to give me an estimate early afternoon that Friday. They told me that all it would take was to run a snake through the vent on the roof to unclog the drain. The estimate was for $385. Before I gave them my aggreement to do the work, and because of the price being twice the average plumber, I asked them confirmation that would fix the problem and they assured me it would. They ran the snake and after a while they hit some roots which caused the toilet to drain. They then tried to run a camera down the drain but could not "make a turn" in one of the pipe, which defeated the purpose of the camera. I asked them to go through the toilet but they said it would be a waste of time (what am I paying them for?). They left making me believe it was fixed. I cleaned everything the same day to be ready for the restoration company to assess the damage. On Tuesday 9/3/2013, I noticed that the bathroom was flooded again. I called Action Plumbing right away and they told me they would come the next day to take care of it. They came the next day on 9/4/2013 and told me that they can do it again for a discounted price. I told them that was unacceptable and that they should back up their customers and guarantee their work for at least 4 days (most plumbers garantee their work between 30 and 90 days). They were firm in not being willing to do anything at no charge. I asked them to leave telling them I would call their office. I called right away and asked for the Manager to call me back. The Manager ***** called me back and told me the same thing, it would get fixed for a fee. After arguing and threatening the Manager that I would file a complaint with the BBB, he offered me 50% off. I refused the offer, believing that this should get fixed at no charge (We payed close to $400 for nothing). He insisted and told me one of his employees would call me back even though I was not interested. I received a call from one of their employees and she offered me the discounted price at $250 (half of $385 should be $192.50). I told her that I was not interested, that I would call a real plumber, and that I would file a complaint with the BBB. We payed $352 ($385 with a $33 off coupon) with our Visa debit card. All we want is our money back for services not rendered.

Desired Settlement: We are seeking full refund of the $352.00 for failing to deliver on services promised.

Business Response: Initial Business Response /* (1000, 5, 2013/09/10) */ I spoke with our techs and they indicated that this is the fourth time the customer has had this problem. That tells that there is an issue with the customers line that he is refusing to fix. Mr. ****** called us out on Aug. 30th and his basement toilet was clogged and it was backing up in his shower. He told our CSR that this happened three years ago and he just snakes it. He also said that it happens when it rains. That tells that he has had the same issue for 3 or more years and won't get it properly fixed. Here is the call: > 8/30/2013 FRI 10:12 AM> ******** ******** called in clogged basement bathroom toilet says it's backing up out of shower drain in same bathroom. Says only drains effected in home. He also told me same thing happened about 3 yrs. ago and he just snaked it and it went away. Says also it always happens when it rains too it backs up out of shower when uses laundry washer and says you could tell due to smells like detergent. He works in Provo and needs at least an hr notice to meet us there. and if accepts bid will be paying by cc LRA Our techs went out and snaked the line. My tech told me that they did not guarantee the snake will clear the line. How can they? They have no idea what is in the line or if it is broken. Snaking is the first step. The line was snaked and roots were found, from the customer's testimony. This tells us that the line is broken. Then we camerad to verify if it is broken and it was. The only way roots get into a line and that is through some kind of break. They don't just appear. If a line is broken then we can't guarantee anything. That is why we would not come re-clear the line for free. We told the customer we can re-clear the line for 250.00, a discounted rate. The proper correction is to replace the line or it will clog again which is has been doing to him and he said it himself. On our ticket, our tech wrote the line is broken or damaged NO GUARANTEE and gave a copy to the customer. The line WAS cleared before they left and the customer acknowledged that. Therefore, SERVICES WERE RENDERED. We have the customer's signature to verify that on the attached invoice, where he agreed to the 352.00. Once a broken line is cleared, we don't know how long it will stay clear. In this customer's case, it was clear for four days. He said it was clogged again on 9/3/13. That proves that the line was clear before we left. Our techs did not say it was fixed, they said it was clear and the line is broken or damaged, no guarantee as written on the invoice the customer signed. Also, the last sentence indicates that "all sales are final, no refunds available." The customer's signature says he is in compliance with that statement and that will hold up in court. We deny any kind of a refund. If the customer stops pay, we will hold him to court costs and fees. He will end up paying more that just the $352.00. We also my file a lien against his home. Again, we did offer to go back and re-clear his line for a discounted price that he refused. Nevertheless, he still paid to have it re-cleared by another contractor when he could have paid us. Go figure? ***** H. Action Plumbing Heating & Air XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2013/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is unacceptable. Since I filed the complaint, I actually have more information. I hired a different contractor to clear the line on Tuesday 9/3/13. The contractor spent (more) time and went through the basement toilet (which Action Plumbing refused to do because "it would be a waste of time" they said) and found the clog and pulled roots. If the work was done properly, more roots would not have been found, they do not grow sponteneously (quoting other contractor and insurance adjuster). I have a written statement from the other contractor describing what he found and how he unclogged the drain, clearly showing that work was not done properly the forst time around. This new contractor was referred to me by my insurance adjuster who told me NOT to use Action Plumbing next time (they found a lot of issues on quality of work done with this business). All I wanted was Action Plumbing to do whatever is necessary (spend enough time) to unclog the drain instead of choosing NOT to pull the toilet out because it's easier to go through the roof (thus wasting 20 feet up and 20 feet down of their snake). It's probably preferred by their techs when the job is on a Friday afternoon before Labor Day weekend. I am not a plumber, so when I mentioned to them that it may have been caused by rain, that was a pure assumption based on that day only (I never said that it always happens when it rains as they are claiming), they are the specialists not me, so no need to quote me on what I may think the problem is. Action Plumbing are also lying when they say this is the fourth time it has happened, I never said such a thing because it is not true. I can produce copy of the other contractor's statement to help verify my claim. Final Business Response /* (4000, 9, 2013/09/16) */ The facts are: 1. our techs clear a lot of lines going through the roof access. They cleared this customer's line prior to leaving which was acknowledged by the customer, hence services were rendered. See attached invoice where signature of the customer acknowledges satisfactory completion of the job. 2. The customer's line is broken or damaged because roots were found in the line. Therefore we will not guarantee a broken or damaged line. No refund. Also, the invoice states as well, no refund available all sales are final. As stated in previous response, if there is a chargeback, that will be theft of services and we reserve the right to file a lien and peruse small claims. To help some in this situation, we will offer a free service agreement. We can come check up a furnace, a/c and plumbing and check all aspects to make sure things are working. We sell this service for $143.00. We can give him this free for 12 months. Thanks ***** H Action plumbing Heating & Air XXX-XXX-XXXX Final Consumer Response /* (4200, 11, 2013/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Clearing a lot of lines is not the same as clearing all lines. Action was hired to clear our whole sewer line and fail to do so, clearing it half way is unacceptable. I agreed that everything looked fine when the Action plumber packed up to leave because I had no reason to believe otherwise however having the basement toilet backup 3 days after you did the work proves that you did not do the job you were hired to do and then try charging us again to perform the same service you were hired to do correctly the first time . Because of your failure to do the job correctly we had to hire a different company to come out and do the job as stated previously in our comments. The new plumber went through the basement pulled out roots and passed a clog; we have had no problems since with our sewer system. We have put a stop payment to Action plumbing and stand by our decision to do so, should this need to go to a small claims court for a judge to decide what is fair will be fine by me as I feel that strongly about the fact that Action plumbing did not do the job they were hired to do, and because of this we incurred more damage to our basement from the second overflow as well as additional cost of hiring a new company to do the job correctly. As for Action offering a free service on checkups we will decline the offer, Action failed miserably at clearing our plumbing situation and then tried charging us again to redo the job correctly, we have no faith in this company's ability to do a good job and stand by their work, they will not be welcome in our home again.

9/13/2013 Problems with Product/Service | Read Complaint Details
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Complaint: The install performed on my new heating and air conditioning system was completely botched, and I cannot get them to repair their mistakes. The installer that installed our new heating and air conditioning system performed unsatisfactory welds on the refrigerant line to the compressor causing the refrigerant to leak out in 2 weeks. After calling them to repair it the tech said I had to shut it off and let it thaw. It had frozen over completely, pushing panels away from the condenser unit. The next day a tech was supposed to repair and did not show. A day after that another tech came out and looked at it and said the install was completely botched, and they needed to repair the install. He left without repairing anything. After a whole week without A/C in the middle of summer and 11 different techs we still could not get a supervisor on the phone. Someone finally came out and refilled the refrigerant and repaired the lines. Then someone else was supposed to fix the install on the furnace flu that wouldn't even pass code. It took us a month to get someone to the house to repair that but they did not repair the hole the installer had drilled through my wall and siding in the front of my house. The financial manager, *****, said he would credit us the $2000.00 dollars for the bad install and the new install manager was supposed to have our siding repaired. The contract was signed July 2nd and we still can't get the install manager, *****, to communicate with us and repair the hole in the front of our house, and the finance manager, *****, has yet to credit our account or accept a phone call from us since he first spoke with us. They have a policy that you cannot speak to a supervisor but they will return your call in 24-48 hours but they never call back. It is now August 26th and they still will not communicate with me or attempt to resolve the problem. This unit was financed through a finance company and Action has already been paid for a job that is not complete nor is it satisfactory. They patched holes they unnecessarily cut in my duct work with cardboard painted silver and tape. I have duct tape covering a hole in the front of my house. They were supposed to cancel the inspection from the city but they didn't and the inspector showed up when no one was home. I have yet to have the install inspected because of the hole in my house. would. Invoice number is XXXXXX Total paid is $6971.00 Furnace Model is RGRM-07EMAES A/C Model is 13AJN36A01

Desired Settlement: I would like the $2000.00 refund for the install labor that *****, the finance manager, said he would refund. I would also like the hole they cut in the front of my house repaired by someone who knows how to repair it correctly. Not just the piece of siding but the hole in the wall behind the siding. I understand they are busy but a phone call and some information or a time frame would be nice.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/28) */ This customer is very much mistaken in his accusations. He first indicates that he can't get us out to fix out mistakes. Then later on his his complaint he contradicts himself by acknowledging that we did come out to fix the coolant leak and the flue issue. The customer first notified us about the a/c not cooling on 7/30/13. Here is the entry: > 7/30/2013 TUE 5:23 PM> *******: ****** called in and we installed her a/c not even a month ago and the unit is not cooling the home the condensor outside is making a awful sound she wants someone out today she works tomorrow .. told her we can try she is set for next avail with a notice CGA. We sent out a tech the same day and it was frozen up. He could not do any repairs with a block of ice on top of the furnace so it takes a good 24 hrs to thaw. We were able to get back out to fix the leak and do some flue work three days later, not a week as falsley accused. Here is the entry: > 8/2/2013 FRI 4:12 PM> *****: XXXXXX WARR N/C Took a chunk of flue out, so that it slopes. Added 1 lb 10 oz R410A, stablized A/C that was rocking, A/C is working. Therefore the a/c issues was fixed in a matter of a few days. The customer still wanted the flue moved to a different location which we did AT NO COST TO THE CUSTOMER WHICH WAS NOT PART OF THE INSTALL. That happened a week later NOT a month later. Here is the entry: > 8/10/2013 SAT 10:01 AM> *****: Texted DCL, DCL called already been there, picked up parts, and heading back. KFI > 8/10/2013 SAT 11:18 AM> *****: ( Will attach Invoice 8/12/13 ) **** N/C Re-flued 95% furnace KFI ****** *****. Our HVAC Manager mas been out to the customers home and seen what needs to be done. We been in in contact, mostly due to the customer calling in. I was out the the office the week of the Aug. 12th and the HVAC Manager out of the office abit as well. Neverther less, we have an office staff that were able to get things taken care of with her furnace and a/c in a matter of a week and four days, 7/30/13 - 8/10/13, which I think is pretty good looking at the fact that we were working them between other calls already scheduled. As far as the hole in her siding, we are in that process. We will get that fixed. We had a siding company out 8/26/13 to look at the job. we have called them yesterday and our HVAC Manager will follow up. The goal is to have that fixed this week. This customer also has made a false accusation that I promised him/her 2000.00 back. That is NOT correct. I have not spoken with this customer at all through this ordeal. I spoke to our HVAC Manager and he confirmed that noone has promised her back 2000.00. The only time I spoke with **** ***** is when I took the application for financing. Per our HVAC Manger, there is NO compensation back to the customer, she got what she paid for. We fixed the a/c and furnace issues and we will fix the siding issue. We can give a free service agreement which will give her a free a/c, furnace and plumbing check up. That would be all we can give for free. Thanks. ***** ** Action Plumbing Heating & Air XXX-XXX-XXXX

8/16/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Water heater installed. Has heat damage from improper exhaust. Company claims it is not their fault. Water heater installed exhibits plastic inserts melted on the top. Action Plumbing (AP) first claimed it was bees in the flue pipe and refused service to me, suggesting to call another company, even though I nave a 1 year installation warranty from them. To make a long story short, their QA manager finally arrived and claimed it was not their fault, but some crazy kid in my house opened a furnace filter door creating a back draft. I don't even want to address these acquisitions, since they are ridiculous. Anyway, water heater top plastic inserts are melted, and this is not what I paid for. Plus, one of those inserts is for a sacrificial anode rod, so I can not even perform maintenance of this water heater in the future.

Desired Settlement: Replace water heater.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/12) */ Our Quality Control Manager ****** went out to the customer's home and found that there is ample combustion air, the water heater is up to code, the flue is up to code, the flue was not clogged and the water heater is fine and is drafting like it should. We did not modify the flue in any way. We just took out the old water heater and put in the new. ***** did a back draft test twice, to confirm results that there is no current back draft issues. The test was done by opening the furnace blower door and closing the mechanical room door, thus creating a negative pressure causing a back draft. ***** concluded that as long as the customer leaves the furnace door shut like he is suppose to, there is no back draft problems. ***** said the furnace blower door is hard to open and harder to close. He feels that the customer or someone else may have left off the furnace blower door for a bit or not have shut it all the way because it is hard to close. If that being the case, then the back draft would have caused the plastic gromlets to melt. ***** made sure the furnace door is shut so there is no present back draft. In regards to the plastic gromlets, they have no functionality, they are cosmetic. The gromlet around the sacrificial anode rod doesn't stop access. It just circles it. It is a finishing plastic to cover the raw metal edge around the anode rod access. There have been two professionals out to customers home. The first was a building inspector that failed our first inspection only because we had the wrong seismic strap. We corrected that and had a second inspection. The install passed the second time. The flue was not in violation, everything was up to code, there were no issues with combustion air and there is ample space between combustionables and the water heater flue. If there were problems, the building inspector would have caught it the second time around which he didn't. He said it passed. ***** also went out as previously indicated and he said there are no issues. He did a thorough inspection and the water heater functions like it should. We also had a tech out there who tested for carbon monoxide and there was none. We have found no reason to replace the water heater. We would also suggest that the customer get a free unbiased opinion from Questar Gas. This has to be customer requested, Questar will not come out otherwise. Thanks. ***** H Action Plumbing Heating & Air XXX-XXX-XXXX Consumer's Final Response /* (4200, 23, 2013/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted ****** They said that flue problem can be due to: a) slanted (non-vertical) first section of the exhaust pipe; b) not enough pitch on the horizontal part. As far as I understand, these issues have to be addressed. I can give you the case number and you can call and talk to them directly. I sent them pictures from installation. As far as replacing parts, they said that parts are available from ***** and they will not advise to substitute them with anything else. So, those aftermarket rubber rings will not do. To summarize, I need the issues pointed out by Rheem addressed and then parts replaced by OEM parts. Business' Final Response /* (4000, 25, 2013/08/16) */ To address the flue issue, we have had a Journeyman Plumber, our Quality Assurance Manager and City Inspector all pass off the flue and installation. We feel that there is no issue with the installation of the flue. We still stand by the back draft being caused by removal of the furnace door. This is the only way we could create a back draft. The inserts are purely cosmetic and we will replace those with stainless steel escutcheons. The reason for stainless steel parts is to provide more durability, which ***** does not offer.

8/12/2013 Problems with Product/Service | Read Complaint Details
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Complaint: How could you take advantage of two 80-year-old customers?This weekend my grandparents called action plumbing because their water heater went out. After a couple hours of meeting with the technician my 80+ year old grandparents, one of which is struggling from dementia, were left with a $10,000 bill. ... That's right $10,000! when my aunt who has power of attorney looked over the work order to see what in the world was going on she found a bunch of scribbles and then $10,000 written at the bottom.Needless to say the next day we were on the phone trying to reach action plumbing's technician, who when confronted on the matter became extremely defensive. He just repeated over and over again I explained it all to them, they signed the contract.Luckily my aunts husband knows the owner of superior plumbing and was able to get a second opinion about the service agreement. After the owner of superior plumbing heard what services had been provided and promised; he said that even with all of the upsales my grandparents had been talked into, their bill should only be $2000-$3000 max. That includes labor.This information obtained from superior plumbing was conveyed to the technician at action plumbing. At this point we requested a detailed ledger of every service cost, parts cost, and tax expense to be faxed for us to review. In the middle of reading the fax number the technician disconnected the call. We were unable to reach the action plumbing technician again after that.I just don't have words for how appalled I am of these business practices. There was a stop payment placed on the check, so the damage as far as that goes has been contained. If you wish to maintain any sense of dignity or credibility with these members of the Utah marketplace that were affected; we request a formal apology and reconciliation for this atrocious scheme.Sincerely,*** ******

Desired Settlement: DesiredSettlementID: Refund We require a fair arrangement be made to settle what sevices have been provided and cancellation of the contract of future services. We also require a formal aplogy letter from the owner of the company and the technician in question.

Business Response: Business' Initial Response /* (1000, 7, 2013/07/25) */ Since 7/5/13, this is now resolved. We worked with ****** ***** and he settled on $1050.00 for a water heater install. Please let me know that you got this email. Thanks

8/1/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Action Plumbing indicated we would receive the $500 Federal Tax Credit and $350 Questar rebate by purchasing the recommended products. On Sunday July 7th, **** from Action Plumbing came out to our home on a service call (our air conditioning went out on Saturday). He checked both our furnace and air conditioner and provided recommendations. The recommendations were provided on Action Plumbing's Customer Option Sheet as well as verbally. **** told us on the top three options that we would get the $500 Federal Tax Credit and the $350 Questar rebate. He made sure we understood the Federal Tax Credit was indeed a credit and not a tax deduction. Thus our actual tax owed would be reduced by that amount. The Federal Tax Credit and Questar rebate were both also listed on the quote sheet along with the regular pricing and pricing including the credit and rebate. This made it easy to compare the 3 credit/rebate options with the 3 options that didn't include the credit and rebate. Based on this information, we choose one of the credit/rebate options due to the fact that it was a more efficient unit with a better maintenance agreement and the pricing was almost equivalent to the basic (lower end) option. It seemed like a "no brainer" decision. The furnace and air conditioner were installed on the 9th. Having the model and serial numbers in hand, I proceeded to go online to find out what I would need in order to submit the Questar rebate and what I would need to file for my Federal Tax Credit. I was able to download the Questar form and have submitted my rebate request. On the Federal Tax Credit, I discovered that I would need a Manufacturer Certification Statement which could be obtained from the HVAC contractor or the Manufacturer's website. This statement outlines the units that are eligible for the energy efficiency credit. I went online and was unable to find the air conditioner certification. I called **** and left a voicemail asking for assistance with this. I received a return call from ***** **** of Action Plumbing on the 11th. When I explained the issue, he indicated that they could not guarantee any credits or rebates because they were not offered through Action Plumbing. I told him I understood that, but that I would expect Action Plumbing to have the knowledge of which products are eligible for the credits and rebates especially when their associates are representing that to the customer. He also indicated that he had not heard of any such Manufacturer Certification Statement. He indicated that **** would not have told me that I would receive any credits or rebates. I told ***** that **** certainly had told me that verbally and in writing and that I would be happy to get **** on the line with us. I also stated that if **** indicated otherwise then they had a bigger issue then just mine. I did conference call **** in and **** did confirm that he did tell us (myself and my husband) that we would get the $500 Federal Tax Credit and $350 Questar rebate. **** indicated he would speak with ***** and get back to me. I asked when I could expect a return call and he indicated later that afternoon or Friday morning. When I didn't receive a call, I called and left a voice message for **** on Friday afternoon and again on Monday. I still have not heard back from Action Plumbing. I work in a customer service based company. We always provide service in the best interest of the customer. If we tell a customer something and it is incorrect, we will do everything in our power to make the customer whole. I know the impact a client can have on the business: positive or negative. As *** ******* the CEO of Wal-Mart once said: "There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer! The customer is the person who pays everyone's salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the CEO on down, and he can do do it simply by spending his money elsewhere."

Desired Settlement: Action Plumbing should stand by what their associates tell the customers. I will not know for sure if we will receive the $350 Questar rebate until they process the request. If we do get it, I wound not expect Action Plumbing to provide monetary compensation for that. Based on the air conditioner unit I was sold, it is my understanding that it is not elibible for the tax credit (although **** indicated it was). If it is, I would like Action Plumbing to supply with required Manufacturers Certification Statement. If it is not, I would expect monetary compensation for the amount of the tax credit.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/18) */ In response to this complaint, I met with *****, the HVAC Manager and we both concur that these rebates are not ours to promise, give or reimburse. We are not RMP or the IRS. These rebates and tax credit are NOT available through us. We have weekly meetings and our techs are instructed not to promise and or guarantee these rebates or tax credits. We don't know peoples individual tax situation so we can't promise any tax credits. Customers can apply for them and our techs are instructed to let folks know that the rebates and tax credits are available to apply for. We can give the customer information regarding the install to assist in applying for the rebate and tax credit, again we can't guarantee the rebate or tax credit. I pulled our techs file and I did not see any option sheet. If she has that sheet, she can fax that to my attention at XXX-XXX-XXXX. When our techs give options, they can indicate there is a rebate or tax credit available to apply for. At the time of the sale, there was a misunderstanding with what our tech was trying to convey with Mrs. ******* and we apologize for any misunderstandings. If you look at the attached documents, it clearly states this customer bought a 13-seer a/c. A 13-seer a/c doesn't qualify for a tax credit or the $200.00 RMP rebate because it is not high efficiency and **** our tech knows that. It wouldn't make sense for him to guarantee a tax credit he knows it isn't going to happen. It is also up to the consumer to do the research prior and find out what will and what will not qualify for rebates and tax credits prior to any purchase. To help out this situation some, we are able to provide some free service to this customer. We have a Service Agreement that allows us to come do a furnace inspection, an a/c inspection and a plumbing inspection. We check each to make sure all is operational. If there are issues then we let the customer know, give a price to repair and the customer decides at that point. We can also include with this 10%- 20% off on parts if any repairs do take place. We can extend this service to the customer for the next 2 years if she is interested. Thanks. In response to this complaint, I met with *****, the HVAC Manager and we both concur that these rebates are not ours to promise, give or reimburse. We are not RMP or the IRS. These rebates and tax credit are NOT available through us. We have weekly meetings and our techs are instructed not to promise and or guarantee these rebates or tax credits. We don't know peoples individual tax situation so we can't promise any tax credits. Customers can apply for them and our techs are instructed to let folks know that the rebates and tax credits are available to apply for. We can give the customer information regarding the install to assist in applying for the rebate and tax credit, again we can't guarantee the rebate or tax credit. I pulled our techs file and I did not see any option sheet. If she has that sheet, she can fax that to my attention at XXX-XXX-XXXX. When our techs give options, they can indicate there is a rebate or tax credit available to apply for. At the time of the sale, there was a misunderstanding with what our tech was trying to convey with Mrs. ******* and we apologize for any misunderstandings. If you look at the attached documents, it clearly states this customer bought a 13-seer a/c. A 13-seer a/c doesn't qualify for a tax credit or the $200.00 RMP rebate because it is not high efficiency and **** our tech knows that. It wouldn't make sense for him to guarantee a tax credit he knows it isn't going to happen. It is also up to the consumer to do the research prior and find out what will and what will not qualify for rebates and tax credits prior to any purchase. To help out this situation some, we are able to provide some free service to this customer. We have a Service Agreement that allows us to come do a furnace inspection, an a/c inspection and a plumbing inspection. We check each to make sure all is operational. If there are issues then we let the customer know, give a price to repair and the customer decides at that point. We can also include with this 10%- 20% off on parts if any repairs do take place. We can extend this service to the customer for the next 2 years if she is interested. Thanks. ***** H Action Plumbing Heating & Air XXX-XXX-XXXX Consumer's Final Response /* (4200, 15, 2013/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) While you state Action Plumbing "is not responsible for the tax credit", I do hold Action Plumbing responsible for misrepresentation and a consumer decision being made based on an inaccurate representation that has had an adverse impact on the consumer monetarily. I would expect a HVAC professional to know which products are eligible and accurately represent them. It is unfortunate that Action Plumbing is not taking any accountability for the fact that their tech represented that the option he presented to me the consumer (which included the 13 seer a/c) was indeed eligible for the tax credit. As I indicated previously, he represented this on the option sheet, verbally, and in a follow up conference call with you on the line. This is simply bad business practice on Action Plumbing's part to not accept ownership of this and make this right. Business' Final Response /* (-10, 20, 2013/08/02) */ Our stand is still the same. The option sheet is not a contract and we will not pay out the 500.00 tax credit. Is not ours to pay out. We can come take out the 13 seer and put in a higher efficiency and there would be the difference in price to pay. Then she could apply again for that tax credit with the knowledge that she may or may not get the credit. Thanks ***** H Action Plumbing Heating and Air XXX-XXX-XXXX

7/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Repairs were not made, 2 additional appointments were made for repairs to be re-done and technicians did not show up nor did they call to cancel. An appointment was made on June 8, 2013 for a technician to come out, diagnose A/C problem and repairs were agreed upon for $217.00 once diagnosed. Freon was to be added to system to fix problem. Technician said Freon was added, technician was paid. After technician left the problems continued so the following morning, June 9th, we called in and were told a technician would come back out same day. No one showed up, nor did they call to cancel the appointment. Another appointment was set for X:XX-X:XXpm on June 10th. No one showed up again, I called the company and spoke with *******, she said no one had been able to make it out yet. I explained that I left my prior engagements to wait and would have appreciated a call if no one could make it, that I already paid them for services that were not completed. I asked for a manager and was told it would take 24-48 hours for a call back. This frustrated me further as I paid a higher rate to get someone out initially on the 8th, it was now the 10th and the problem is still not fixed. I requested a refund. I was told a manager would call and then hung up on. I called back and got the managers email address, I sent an email requesting a call back and a refund. I have yet to hear back from a manager. I rescheduled services with a different company. I would like to receive a refund as I have paid someone else an emergency rate to get my air conditioner working now that I had to wait until a 100 degree day, in the evening, because I was blown off for two days after paying them an emergency rate.

Desired Settlement: I would like a full refund of the dollar amount paid to the company.

Business Response: Initial Business Response /* (1000, 5, 2013/06/19) */ This customer hasn't painted the whole picture, just a portion of it. Her a/c has a few issues going on. One of the issues is that it was low in coolant by 1lb 8oz. Our tech put in the coolant that was needed and gave her a 30 day warranty on June 8th and the price was agreed upon for $217.00 and ********* signed for the work to be done. Before our tech left, her a/c was working. After he left the customer states she had continued issues, which does, happened, it is NOT always a single fix. She did call us back on June 9th we were swamped and tried to make out, we can only do so much. We don't purposely blow folks off, if we can't make an appointment we call to reschedule so that is what we did. Sun June 9th at 3:55, we called to reschedule for Monday June 10th 1-5. Here is the call log: > 6/9/2013 SUN 3:55 PM> *********: Called and re-scheduled her for Monday 1-5 with a call ahead - MF. Monday was equally as busy so we tried our best to get a tech out. We gave customer info. to a tech and he was stuck on another job and needed to finish. That was around 4:45 on Monday June 10th and at the same time the customer called in. We explained we are having a hard time getting a tech due to being flooded with no cools. We are doing our best. Our dispatcher got on the call and told her we would keep her on the schedule and keep her updated, no time frame she said no not good enough. She thought she was put her on hold to speak to a manager. I wasn't available and she had already been told her 24-48 hrs. She got upset. She demanded her money back and the dispatcher told her she couldn't authorize that. She said she would tell people not to use us. She's mad we couldn't make it during her time frame or to call and update her. She was told we could keep her on the schedule. She declined. She was told we would have a manager call her and ended the call. I was going to call her but she sent in this complaint to the BBB so I am responding to her complaint via BBB. I spoke to a tech we were finally able to get to her home close to 5pm on Monday June 10th or just after 5PM. He called her and told her he is arriving and just as he arrived outside her driveway she declined service. He told her he can take care of the a/c issue she was having and she refused and told him she canceled and called someone else and they are coming. She canceled because the customer thinks our CSR hung up on her. Our CSR's don't hang up. Her call was dropped by her cell phone service or her landline service. Our CSR's have instructions not to just hang up. If a customer is being vulgar they inform the customer the call will be terminated. We did get a tech dispatched to the customers home June 10th 5:00ish but she refused work from us. That was her call. She could have canceled with the other company since we arrived first. She did not. We are not going to refund back any money, He a/c needed the 1lb 8 oz that she agreed to, we did not hang up on her and we did get a tech there to further assist with her a/c issues and she turned us away. We are not liable for her decisions. We are willing to give her a free Service Agreement valued at 143.00. We will come check out the a/c, furnace and plumbing at no charge. If we find issues we give her a price then she can decide to accept or reject. The service agreement will give her 10%-20% off on parts. We will not set that until she let's us know. Thanks ***** H Action Plumbing Heating & Air XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2013/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The statements from Action Plumbing are false. Two appointments were not shown up for after issues were not fixed on the first visit. The first visit was to diagnose the problem then to fix it. My A/C unit always worked but when ran for a number of hours it would freeze up. This was never fixed. We turned it on while the tech was here, and within hours it froze up. I was told, with the diagnosis, that the problem was that I was low on freon. This would mean either freon was not added or not enough added or the problem was misdiagnosed. No tech got on the phone with me, Caludia was the rep I got frustrated with and SHE ended up hanging up on me. I requested that a manager call me back and still have not gotten a call or a response to my email sent. A tech called me at close to 7:00 2 days after I paid then, I explained to the tech that I was waiting for a manager to call me back and also told him of the situation. He apologized and told me he would let managers know. He never pulled up to my house, simply called to let me know he was on the way. I was ABSOLUTELY NOT going to pay for more charges when the first repairs were not taken care of. I am again asking for my payment in full back. NOTHING was fixed. http://actiontotherescue.com/utahplumbingservices/States: you can count on us for honest advice, quality service, and superior workmanship I hired hired them to do a job which they did not do or were not able to figure out. I should not have to pay for their incompetence. Final Consumer Response /* (4200, 11, 2013/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is lying about the events. Please see the attachment which addresses their response. I expect my money refunded within 10 days or I will pursue this in small claims court. Final Business Response /* (4000, 25, 2013/07/11) */ There is no refund. We still were willing to come and we had a tech right there to come honor the warranty and she refused. We are not responsible for a customer choices. She declined service! She has coolant in her a/c that we put in and we don't reimburse for another companies services! This is our stand. Action Plumbing Heating & Air

7/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was going to be charged an ungoldly amount for a regular $50-$150, job to snake the toilet and drain that would not of resolved the issue. Common plumbing jobs such as drain cleaning are averaged from $50-$150, pricing should be honest and I should not be forced into a bogas maintenace agreement requiring to pay more fees. The plumber was going to snake the drain for the tub through the bathroom and replace the wax ring. This would not of resolved the issue since it had to be accessed from upstairs, and was ammended under $100.

Desired Settlement: I feel that these companies should be held to a high standard with pricing, good maintence practices and honesty. Hustling folks needing help and coming back to rip them off on another maintence call/ charge is not proper. ****** *******

6/24/2013 Problems with Product/Service
6/24/2013 Billing/Collection Issues
6/7/2013 Problems with Product/Service

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Customer Reviews Summary

87 Customer Reviews on Action Plumbing and Heating
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