Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:23/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We retained Whitestone Plumbing and Heating on February 24, 2025, to address an issue with our boiler (Invoice #********). Despite directly asking if they were equipped to handle the problem, they confidently assured us they were. However, their work failed to resolve the issue and in fact, appears to have created additional problems.They returned on two more occasions after the initial visit because the problem persisted. After their work, we began hearing loud banging sounds from the boiler something that had not occurred before. Additionally, during one visit, a technician asked for a towel to clean up water and, without informing us, left it stuffed behind the boiler a serious safety and fire hazard.Our regular technician, who was unavailable at the time, returned recently and inspected both the boiler and Whitestones invoice. He confirmed that many of the services listed were either unnecessary or not performed at all. He also noted that the work done created safety concerns and that the original issue was never properly addressed.Our regular technician resolved the issue entirely during a single visit on April 17, 2025, and charged $445 far less than the $1,730 Whitestone charged us for their ineffective and unsafe work.We are requesting a full refund of $1,730 from Whitestone Plumbing and Heating due to the incomplete, misleading, and hazardous nature of the services provided.

  Business Response

  Date: 30/05/2025

  Hello,
  
  Sorry for the late reply. As this is the first time  we have a complaint from a customer about our services. 
  The customer, Mrs ********** called us on ********* about her boiler that was not working. When I got there, there was no power to the boiler. The breaker was tripped. The power breaker was in tenant suite. The owner had no access ( or was  not allowed) to the tenant suite. I had to wait for more than one hour there for them to turn on the breaker. When the power was on, the boiler ran for a few seconds and the board burned out fuse. When I replaced the fuse, It burned out again. I had to go and back in one hour and replace the board. After that the  circulator pump wasnt working ( send the heat/hot water). I told her we need to replace the pump but she has to wait till Monday because I didnt have a pump available. Meantime she had told me about one of the zone ( living room or kitchen area) was not working properly and was heating all time. After diagnosis I told her it needs to be replaced. On Monday we ( two technicians , Kam/****) went there replaced the pump and all other parts  needed to be replaced. ( we also replaced the air vent that was leaking free of charge). All the parts that needed to be replaced we confirmed the prices with her. Also she told us about her plumber ( who wasnt available) had told her she needs to spend $3000 on the boiler so it can work properly ( on long term). After replacing all the parts we serviced and flushed the boiler and it was working perfectly. About a week later she called us and  complained that the boiler was making noise. Couple of days later we went there diagnosed it and didnt see/ find any noise. Although we found out that the  boiler feed valve wasnt working properly ( fast enough) and may need to be replaced. But she didnt want spend any more money on it and she was saying it is an old boiler. Two  weeks later she called again and complained about the noise and I went there again and spent more than an hour and didnt find any noise. I also videotaped the process of turn it on and off for a few minutes and want to show her, although she was there  entire on the stair watching . Anyway, I told if she hear any noise and if she can videotape it and send it to us and let us know that we can go  there and diagnose it. We only think the boiler feed valve needed to be replaced and she didnt want to spend any more on this boiler. I am not sure why her plumber ( some one who went there later) has told that none of the parts needed to replaced, because initially her boiler was working at all ( not about making noises). We aslo gave her option of replacing to new boiler and we would refund her money spent on old boiler if she decided to go with our company. But she kept insisting that her plumber told her she needs to spend $3000 on the boiler.
  
  Regards,
  Kam
  
  
  Whitestone Heating and Cooling
  ************
  *********************************************

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23219699
  
  I am rejecting this response because: they installed only parts that were unnecessary. All the times he came he had to phone his partner to ask what to do/how to do x, y, z, etc. After he didn't fix the main problem, he came again and said we need to change the entire heating system for 15-20,000 dollars, when my other technician said it would only cost around $3,000 to fix. When I asked why they didn't address the heating system the first day and instead worked on unnecessary things, they had no valid response. These guys too so much money to not fix anything. We are still without heat to this day because my other technician has ordered the part that we actually need and will install it when it arrives. 

  
  Sincerely,
  
  Oonhar Ali

  Business Response

  Date: 09/06/2025

  Hello,

  The customer is making false and unnecessary claims. She is not a technician that claims those parts were needed to be replaced. Her boiler had many issues including wiring issues that might have tripped the breaker and causing the board burning fuses. From her last complaint she claims her technician has already fixed the problem and now she is claiming that he had ordered some parts to fix it. The boiler was WORKING perfectly after we replaced all those parts. She complained about the noises coming out of the boiler later on . But after couple of visits and inspecting the boiler we didnt see any banging or noises . And we told her to record the noises if she hears it and send it to us. We also never pushed her or quoted her $15000-$20000 for a new boiler. Although we did suggested her if she spends too much on this old boiler she might want think about getting new boiler at cost of 10000-13000.
  Our initial visit was that her boiler was NOT working at all and the reason she said she called us because her plumber was away. 
  We guess now her plumber is back, she is adding accusations. 
  She can still contact us and we would be happy to discuss this matter with her.

  Regards,