ComplaintsforProStar Plumbing Heating & Air

• Initial Complaint

  15/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reporting this on behalf of my Mom who is 87 years old and English is her 2nd language.*****, the Tech went to *****'s house on Mar 26 since she did not have any hot water for several days. He quoted her $4,200 to replace it or $2,000 to repair it but said that parts were not available since the manufacturer was no longer in business. I spoke with him when he was at her house and requested that he email the quotes so I could review before she made the decision. Based on ***** stating that parts would be difficult to get, she ordered the new hot water and they could install it the next day. The contract did state that if she cancelled it, she would be charged a $389 cancellation fee along with the $100 service charge. The next day prior to them showing up to install it she cancelled it since here neighbor told her that the manufacturer is still in business. They found a plumber to stop by and look at it on Mar 28 and discovered that there was absolutely nothing wrong with the hot water heater. The switch was simply turned off! So the Tech was clearly taking advantage of her. I have called the office several times and emailed the Tech manager several times and they have not called me back. I am requesting a full refund.

  Customer response

  15/05/2024

  Attached are the documents that you requested.

  Credit Card Transactions: You will see 2 charges from NBX*Prostar Plumbing.  Charge of $1800 on Mar 26 and then a refund of only $1287.60 on Mar 28. This is for the cancellation fee and the $100 service charge.

  Prostar invoice:  This is the invoice they provided for the down payment. 

  Buyers right to cancel: The document they left with her.

   

  Business response

  20/05/2024

  Im sorry you feel that your Mother was taken advantage of. I will have *** reach out to see what happened, and follow up with you. If you could please send us the invoice of the other company who found nothing wrong it would help with training, as I would like to understand how we misdiagnosed the issue.

   

  Customer response

  21/05/2024

   
  Complaint: 21712187
  
  I am rejecting this response because they requested to contact me and an invoice from the other company.

  The plumber who came and turned on the switch did not charge my mother since he was shocked that Prostar Plumbing wasn't able to resolve it and that she was without hot water for so long.  Therefore I do not have an invoice. However, I could ask him to email her with a diagnosis.  However, rather than waste his time, I would prefer to speak to you.  My cell number is ************. This is *************************, *****'s daughter.  As I mentioned I have been calling and emailing you since Mar 26 and it is a shame that it has taken me to reach out to BBB before you actually responded. I look forward to receiving a call from you.
  
  Sincerely,
  
  *******************

  Business response

  22/05/2024

  Hi *****. The switch that you are talking about is the power to the tank that we turned off once we identified a faulty gas valve. Secondly your Mothers neighbour called us to tell us that Cyclone plumbing had recommended calling a 3rd party plumber to switch the Tank out. The tank you have is a Giant brand tank. They do not make those anymore. Your mother than called us and told us to push the install back a till noon because she had an appointment.  So we had 2 techs waiting once they were dispatched. Then she called in an hour later to cancel. 
  

  we have all audio from the calls recorded we can share. We are not being difficult but unfortunately you dont live in the Country or were any part of any conversation we had so i find it difficult for you to actually know the scope of work we did, and the time to diagnose and sit down with your mother.  *** will be reaching out to you from our Office. 
  

   

  Customer response

  23/05/2024

   
  Complaint: 21712187
  
  I am rejecting this response because: the explanation that you provided does not align with what what was discussed with my Mom. ***** told my Mom that he had to replace all the parts at the top (whatever that means), and he never mentioned anything about a faulty gas valve.  She never received a quote with what parts had to be replaced no was a reference about what the issue was which is very odd.  Also why is it that once the switch was turned on it started working?  It wasn't working for several days before ***** came by.

  I did speak with ****** today and she agreed to refund the money for the cancellation fee. Appreciate that. She is now going to speak with the Owner to discuss the service charge so I'd like to keep this open until I hear back from her.

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

• Initial Complaint

  25/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Transaction Feb 12, 2023 amount - $1422.96 Emergency plumbing for a shower faucet. The tech installed a $150 fixture and took 2 hours to do to work. There is a $99 call out fee. I complained after the fact that I felt their pricing was predatory due to urgency and emotions. This job should have cost in the $500 to $600 range. They never acknowledged my complaint. Now I continue to receive phone calls for further service. I have told them on no less than 4 occasions to remove me from their call list.

  Business response

  28/08/2023

  Were sorry to feel our prices are to high, we reach out to all customers in our database who we have done work for. We will remove you from the list.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩