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Complaint Details
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Initial Complaint
06/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our less than 2 year old water heater needed a part to keep pilot light lit and water heated. We had the part replaced, by the same company that installed it, at an exorbitant rate. We still have to manually light the water heater weekly if not daily. The problem they diagnosed and charged us for fixing never was fixed. The part was under warranty and did not cost us any money. The repairman had to sit on hold for more than 2 hours to get the part. We were charged for his time on the phone. Over five hundred dollars.Business response
06/18/2021
We investigated this claim and found out the reason why it took more than 2 hours to get the part. Our tech was on the phone with the State Water Heater Company in the truck to get the part under warranty. The State Water Heater Company requires the tech to be onsite on the phone with them to evaluate the problem to provide the part. After the claim was authorized our tech went to the Plumbing supply company to get the under warranty part. He also was at the residence the day before the repair to diagnose the problem. However, our tech did not charge for him being on the phone with the State Water Heater Company because we charge by the job. That is our price to fix pilot assembly and retrieve the part.
We also get a signature before we perform the work from the customer for agreement of the work (what we are going to do) and the price to avoid issues like this. However, we wanted to hear from the customer to investigate further and wanted to make our customer happy so our General Manager/Owner Scott Smith called the customer on 6/18/21. We didn't know that the customer still had an issue with the water heater and we are going to send the tech on 6/21/21 to fix the issue. We are also going to refund $200.00 to the customer for the inconvenience.
Note to this: We installed the new water heater on 12/18/2018. We warranty the parts for 6 years and 1 year for the labor.
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Contact Information
979 E Airline Dr
East Alton, IL 62024-2031
Business hours
Today,Closed
MMonday | 7:00 AM - 5:30 PM |
---|---|
TTuesday | 7:00 AM - 5:30 PM |
WWednesday | 7:00 AM - 5:30 PM |
ThThursday | 7:00 AM - 5:30 PM |
FFriday | 7:00 AM - 5:30 PM |
SaSaturday | Closed |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.