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Business Profile

Plumber

Aleck Plumbing
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:10/15/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchased electric water heater on 621/2024 $1930.00. 6 year warranty on tank, 1 year warranty on labor.Called for service on Saturday 10/12/2024, no hot water. Charged $495.00 for after hours service. 1 year warranty does not specify only between specific hours or days, its for 1 year, 365 days.I am seeking $495.00 refunded, this is fraudulently billing.

    Business Response

    Date: 10/16/2024

    ***** ********* called in Saturday morning which is after our normal operating hours so it was routed to our answering service. On that call it was explained to Pearl that because it was after hours, there was a $495 ***************** Fee to dispatch a plumber. This message was relayed to our on-call plumber who then reached out to Pearl and notified her again that there is a $495 ***************** Fee after hours if they were to be dispatched. We did install the original water heater with a 6 year manufacturer's warranty and 1 year warranty on labor, however as explained to Pearl by our plumber, that is only for regular working hours (not Saturday). We offered to schedule something Monday during our normal operating hours to take a look and repair, if needed, at no charge under warranty. At this point the customer agreed to the $495 Emergency Fee to dispatch the plumber on Saturday.

    When we arrived and checked the water heater, we found that there was a problem with the electric supply to the water heater which is not warrantied as we only deal with the plumbing components of the heater. In a typical situation, we would have charged an additional diagnostic fee but in this case as a courtesy, we only charged the $495 ER Fee which Pearl paid. Pearl called into the office on Monday morning and disputed the charge claiming it should have been covered under warranty. Pearl was directed to our service manager who attempted to explain the situation and was yelled at for approximately a minute and was hung up on without being able to offer an explanation. We also made another return trip on Monday, at no charge, to investigate the situation further and it was determined that Pearl will need to contact an electrician to fix the issue causing the water heater to be faulty. If problem persists, we will repair / replace the water heater, under warranty at that point.

    Attached is the invoice for work done on Monday.

    Customer Answer

    Date: 10/16/2024

     
    Complaint: 22422634

    I am rejecting this response because:
    The 1 year warranty for labor does not state specific days and times, 1 year period. I was not offered Monday, nor did I yell at anyone. I told him this was fraud. He was very condescending, saying he did me a favor only charging me $495.00. The problem was not just electrical as they try to imply, why did you install it if there was a problem. This is complete and total fraud for the 1 year warranty on labor. If it does not include Saturdays or between 8-4 Monday through friday that needs to be in black and white on the receipt. I am seeking my $495.00

    Sincerely,

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

    Business Response

    Date: 10/22/2024

    As communicated today over the phone with our service manager, we cannot issue a refund for the ** fee as it was disclosed by both the answering service & the plumber before being dispatched outside of normal business hours.  We did however successfully replace the faulty water heater today, fully under warranty at no additional cost to you. Also, as discussed today over the phone with our service manager, we are happy to assist in any way, shape, or form in regards to the building electrical issue that was diagnosed by us today while installing the new water heater.

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