ComplaintsforTopTec Heating, Cooling, Plumbing & Electrical

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get resolution on an issue with a Water softener TopTech installed for over the past year and half. The Nuvo softener turned my HH water blue and made it taste horrible as the citric acid-based softener leached copper from the pipes, and basically rendered my HH water unusable for cooking or drinking- I was using bottled water for everything except showers. The acidic nature of the water likely corroded the dishwasher heating unit so that needed to be replaced with a new unit. Went through a number of service calls for troubleshooting efforts which didn't work to fix the issue and delayed discussion of any real resolution. I was left to try to troubleshoot with the manufacturer, who in the end couldn't help either and advised this system may just not be the right system for my home. If I hadn't repeatedly called this company for those 1.5 yrs, they were more than happy to let this slip into a black hole. Each time I called, I was reassured someone would call me back, but with no followup. Finally on Jan 26th of this year, **** texted me to let me know they would remove the unit and refund my money. The value was $2199. They removed the unit on Feb 3, 2023. After a few months and no refund, I called again. Each time the person answering claimed they had to revisit the files, look into things and someone would return my call. I was referred to ***** in accounting who then told me I would receive a refund only if **** reimbursed them. She would get back to me. That wasn't the message I had had originally received from **** when I agreed to have them remove the unit. When I texted **** months later to check on the refund , his message back was clearly shock as he thought I had been issued there refund as he was told this had been handled . My last call with TopTec was June 20, 2023. They informed me **** wasn't with the company anymore, but after discussing the project details yet again, someone would call me back.

  

  Business response

  08/18/2023

  We have tried to reach out to the customer with phone calls to come to some resolution. She is not responding to the voice mail messages left for her. We want to get this situation resolved, please give a call and talk to ****, he is in the office on Tuesday & Friday - Ph. ************

  Customer response

  08/19/2023

   
  Complaint: 20364257
  
  I am rejecting this response because:
  This does not provide resolution (  I see from BBB instructions to indicate if it did).  **** left me one message (not multiple attempts ) which asked me to call back but  also indicated he was looking into the matter,  which is exactly what I've heard each time I've called this year.  This is not hard to resolve ...  I was told originally when we agreed to uninstall the softener that I would get a refund. Yes I will call him back, but expect at that time there is confirmation of refund.   That is what I consider resolution. 
  Sincerely,
  
  ******* Beer

  

  Business response

  08/25/2023

  Toptec understands the concerns of a loyal customer, who eventually started encountering blue water via the installation of a Nuvo water softening system.  Per MANUFACTURER Blue Water typically occurs when copper oxidizes within plumbing systems. This also can be triggered by PH levels and Oxygen in the water. The manufacturer makes clear that Blue Water isnt dangerous or harmful to your health and should resolve as its temporary.  Toptec has installed many of these systems without fail. We always follow manufacturers installation recommendations, and this system was installed per manufacturer guidelines and has successfully conditioned this customers water for over 1 year or so we thought, as we didnt hear about any blue water issues till at least a year after the installation.  Further, the customer chose to purchase her own replacement cartridges, saying she got them directly from the manufacturer, bypassing TOPTEC and now voiding any possible recourse we might have had from the manufacturer. Also, the customer had conversations directly with the manufacturer bypassing TOPTEC and even engaged in a 3rd party electrician to apply grounding straps without contacting TOPTEC.  At this point any recourse with the manufacturer and any control we may have had has left of Toptecs hands. To be clear, TOPTEC has made numerous no-charge revisit service calls to help resolve this issue which culminated with the eventual request by the customer to have the system fully removed, which again TOPTEC did at no charge. The customer now, however, wants a full refund, and if we had any recourse with the manufacturer, we were willing but unfortunately do not because of the time elapsed. Regardless, Toptec is still willing to refund (50%) half of the purchase price as a fair solution, but the customer insists it needs to be a full refund to a system that we didnt know was creating Blue Water for over 1 year and so lost any manufacturer recourse. 

  Customer response

  09/03/2023

   
  Complaint: 20364257
  
  I am rejecting this response because:
  

  
  Discussions on the  blue water DID occur before 1 yr. period.
        * I have dated photos documenting the water issue before the one-year anniversary and the issue was shared at that time with Toptec. 
  At no time was I informed that I needed to buy my filters from TopTec to honor a warranty  and at the time Toptec did not have them in stock and were backordered for months.   
       *  During 2H 2020  when I needed the first replacement, TopTec did not have them on hand as backordered with COVID supply impact. I was informed         Id be contacted when they came in.  No call for a few months, so I contacted Nuvo who did have them  and they shipped.  
       * Only Nuvo filters were used in the system and have invoice from Nuvo for documentation of the one purchase.
       * Toptec supplied one filter themselves to test whether the two I purchased from Nuvo were the issue.  Made absolutely no difference.   

  Contacting Nuvo for assistance when TopTec nonresponsive and had no soluon:
       *If  TopTech did not have the answer or solution to this issue, they could have also contacted Nuvo technical for insights or suggested actions.   Im not aware they even made such an effort as I was sharing my emails with TopTec and the technician on site.  
       * In all the months of calling TopTech, I was continually told with each call they had to check into the file/background and I would receive a follow-up call, which never came.  
       * Not sure at that point what the company expected me to do.  I was the only person pursuing and although each person said they had some familiarity to my issue, I did recap the situation, steps taken with each conversation.  It became clear that TopTec was perfectly fine to let it go into a black hole.

  Resolution messaging shifted from original : 
       *Finally had one employee **** with whom I did have phone conversation early this year and then he texted me back to the agreement to remove the system.   His text attached and it was simple and straightforward.  No conditions mentioned.  Stated very clearly Toptec would remove the system and refund the purchase price of $2199.  
       * After that text was when the story changed and the company said they had to first pursue a reimbursement from Nuvo.   Was told someone would call me, again.  

  As to blue water not being harmful, that *** be true if just blue water but there were other factors associated with the system issues,  and these were discussed on calls with TopTech:  
       * Elevated copper levels in the drinking water.      One of Nuvos suggestions was to test the water since the citric acid was clearly interacting with the copper pipes.   The tests came back elevated vs village reports and was testing at the beginning level of concern for drinking safety. 

       * PH Impact: Nuvo ultimately advised I should remove the system as it was elevating the *** making it notably more acidic vs what the system should impact the homes water.  I ran tests pre and post system.   The watch out they gave me was that it could harm appliances.  (May be coincidental, but not long after  my dishwasher had to be replaced due to corrosion of the element.   And my water is not extremely hard to begin with.  No build up seen on shower doors or faucets)

       * Drinking the blue water was not feasible and caused other expenses.   With the blue color came horrible acidic /metallic tastes.  I was using bottled water for all cooking and drinking.  Even filtered water through the refrigerators charcoal system was not palatable. I also wasted a years worth of expensive salon visits trying to address the orangish hue my hair took on.   I was advised the waters copper content was likely the issue and another reason to get the unit uninstalled. Once the system removed, these issues solved.

        *And the blue water was NOT temporary- it never went away.  So IF the blue water was a few hours or even a few days then it would have made sense to let it flush through.  Even Nuvo admitted this was not the way their systems should operate.

  I did NOT contract or speak with a 3d party electrician
        *TopTec sent their own electrician to check the grounding of the system because Nuvo customer service kept insisting that was a common cause of blue water.   (I would assume  the electrician they sent was employed by TopTec since they handle plumbing, cooling, electrical).  
       * If that comment was more to address that I insisted it be checked, yes because again Nuvos technical experts kept saying it was a common cause and the installer should come back and check it.)

  
  
  ******* Beer

• Initial Complaint

  11/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an emergency plumbing situation on 9/11/22 due to water filling the basement. I called Toptec Plumbing in ************ for emergency service. The plumber came within an hour. He tried to rod it out, but to no avail. He used the sump pump to pump the water out of the house because the sewer was backed up. I asked him how this could be fixed and he said a cleanout needed to be installed. I was quoted a verbal price of $6200.00 plus the ****** for the emergency fee. This is where my good experience with the company ended. The next day on 9/12/22, I was told to pay half, $3125.00, in order to make an appointment, which I did over the phone. I was told a receipt would be emailed to me, but never received a receipt. I was also billed for a different amount then what was quoted on the phone. They billed me $3425.00 (half + ****** emergency fee) instead without my consent or knowledge. The crew came to the house and began working that day 9/12. They used cameras to look underground; however, they could never tell me exactly what was causing the backup because they supposedly kept running into issues and it appeared they could not finish the work. It was issue upon issue. Then, they sent me a proposal on 9/13/22 for $52,000.00 to complete all the plumbing work, which I submitted to my insurance company. There was never any written or signed contract. While waiting for insurance to respond, I decided to get a second opinion. On 9/18, the second company told me the work was done completely wrong and that the cleanout was attached to the drain tile. He also noted that he doesn't know how Toptech could say I had all these problems because they never touched the sewer line. He noted that cleanouts are supposed to be attached to the sewer line. The second company also told me that day what was causing the issue, the roots of a tree in my yard. He was able to tell me within a couple hours what the issue was in comparison to Toptec that spent 2 days and never told me what was causing the backup issue. On 9/18, I emailed Toptec and told them I no longer need their services and I was hiring another company to complete the work. Their office manager called me the next morning on 9/19 and told me I needed to pay the $3125.00, along with the $****** emergency fee. Mind you, I had been charged the emergency fee, which I did owe, but it was charged without my knowledge. I also was never notified that they did any work because they kept finding issues and it appeared the issues were so major they could not continue working. I told her I would call back in the afternoon when I was home. When I called her back that afternoon, she assured me the work was done and the cleanout was installed to the sewer. I told her I had different information and so she said the emergency plumber would contact me the next day, 9/20, which he did. Since I no longer trusted them, I did not answer and sent him a text stating that I was having the city do an inspection on their work. He sent a text in response, which I did not read. The next day on 9/21, when I came home for lunch, he was at my home without my permission. Upon talking to him, he showed me the text message that said he was coming to the house with a crew to finish the work. I'm guessing the rush was due to me contacting the city because I was never told the work was done wrong before that day. He did admit that the work was done wrong and they put the cleanout on the drain tile and that was why he was there to fix it. Just a few days before on 9/19, the office manager was requesting payment because the work was supposedly finished. After some thought, I told him I wanted him to leave and have the city come inspect the work. He did leave my home. The second company began work on 10/13 and the city came to inspect the original work before the second company began work. Due to Toptec's error and city code, I had to have a 2nd sump pump installed due to them touching the drain ********** was an extra $2800.00 cost for me for the sump pump installation because of their error. The second company had to install a new 6"cleanout access in line and disconnect the drain tile from the sewer line. Toptec made a bad situation worse. I would not want anyone else to go through this. I have not heard from Toptec since I told him to leave the property.

  

  Business response

  12/05/2022

  Hello ******,
  
  Thank you for bringing your concerns to our attention. After reviewing your challenge and discussing your complaint with the ownership, we are going to refund the entire amount. TopTec strives to provide the best quality service at a fair price. We occasionally don't meet or exceed our customers expectation, for this we are sorry. We feel this is a satisfactory resolution to your concern. Thank you and have a wonderful day. 

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over paid for terrible plumbing work. Occurred on Aug 4, 2022 and returned Aug 22, 2022 and related they didn't want a bad review on Yelp and requested to come over to see issues and have not completed as promised.Was informed by VP ***************************** that I over paid for work received and would fix and replace issues. VP told me owner refuses for VP to fix and replace issues. Asked me to pay now.I have long detailed *********** email available and pictures.I believe the Plumbers are not Licensed.

  

  Business response

  09/16/2022

  Hi,

  All plumbing issues that ******************** requested were pre-approved by her and were completed to industry standards and state and local plumbing codes.
  Any additional services ******************** requested for repair by TOP TEC were rejected.

  Customer response

  09/23/2022

   
  Complaint: 17756805
  
  I am rejecting this response because: the other two issues the ** of Top Tech, whom the owner of the plumbing company sent to my residence, stated Top Tech would fix remaining issues that remained. They were not. Therefore, the plumbing company in question had not completed the job they were contracted and paid an exorbitant amount of money to complete.

  In essence, a refund is in order and expected.

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

  

  Business response

  09/29/2022

  Per our last conversation with, the customer had purchased the Rohl sink sprayer that was not part of the initial service call request. She conveyed she she did not want us in our house anymore. customer paid for all services performed by TOPTEC.

  Customer response

  10/02/2022

   
  Complaint: 17756805
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were informed that the project would take 4 hours and it ultimately took 1 hour and they charged a flat rate without adjusting for less labor spent. Very little materials were needed (we provided the sink and disposal). They told us that their plumber that quoted the job was the most experienced and he quoted it KNOWING how long this would take. $1300 for 1 hour of work without materials is a scam.

  

  Business response

  08/03/2022

  On 7/8/22 we accepted the discounted invoice of $400.00 from *********************. Given the information we received from *********************, we under the assumption that ***** was going to remove the BBB complaint herself.

  Attached is the Discounted Invoice ***** she accepted.

  Thank you for your help in this matter.

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

  Customer response

  08/03/2022

   
  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,
  
  *********************

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August of 2020, TopTec installed a new ******** ***** hot water heater in our house. We paid a total of $2150 which included all the parts and labor ($550) cost. Last week, the hot water heater began to leak enough water that extinguished the flame. I called TopTec on Wednesday more to schedule a tech to come take a look. I left a message with my name and number and the person I spoke with assured me they would call me back and either schedule us for Wednesday or Thursday. I never heard back so I called again on Thursday morning and spoke with the receptionist. At first, she said they did not have time to come look and told me that people had called before me to schedule. I told her that I had called the day before and then she finally scheduled me for early afternoon. The tech came out (earlier than scheduled) around 12:30 and confirmed that the unit was leaking and would need to be replaced. He told me that the flame would not reignite due to the amount of water that was leaking. He took pictures of the model and serial numbers to send to the office so they could figure out warranty information and get back to me. I never heard back, so I called again the next morning and the receptionist had no clue about what the tech did/said. I waited for a call back, which happened in the early afternoon for a price to get it replace through the warranty with ********* The tank was covered, but I was told the "labor" cost would be $1200 and I would need to pay in full before they could file warranty paperwork with ********* I reluctantly paid. However, with 3 kids, we could not wait indefinitely for a new unit and removed the old and installed a new unit, which we purchase. My husband, ******** has called the company every day this week to inform them that they could deliver the new unit from ******** and take the old one, which needed to get sent back to ******** and to refund the $1200 we paid in labor. We never signed a contract or received an itemized ****. No install

  

  Business response

  05/25/2022

  First,we want to apologize for the inconvenience of not having hot water as a result of the hot water heater leaking. And yes we sympathize for a less then 2-year-old tank leaking as it shouldnt, however having said, that, TOPTEC didnt manufacture the hot water tank and have to abide by the guidelines of the manufacturer and its intended warranties. In this case, the labor warranty had expired but the tank warranty was in place. So yes, TOPTEC did require an install fee of the new tank in order to facilitate the warranty via ***************************.***************** did give the $1200 and we ordered the warranty tank from ***************************. 
  To be clear that $1200 not only included the labor to replace the leaking tank but also the shipping of the replacement tank sent to TOPTEC by the manufacture and the return shipping back to the manufacture and all the taxes as well. These are not covered by the warranty. So after the warranty tank arrived at TOPTEC *************** called asking for a complete refund of the $1200 but still wanted the new tank and have TOPTEC just "drop off the new tank". If **************** wants someone else to install a warranty hot water tank that is his choice however the shipping and all taxes still need to be paid as TOPTEC is now responsible to cover all those fees.
  We will gladly offer a partial refund to facilitate this. We just dont want to be out because the home owner decided to change installers.

  Customer response

  05/25/2022

   
  Complaint: 17223778
  
  I am rejecting this response because: you did not specify the amount that would be refunded and if the new tank would still be delivered. When I was told I would need to pay the $1200 upfront for the company to submit the warranty information, I was not informed that part of that fee was shipping and tax. I was told it was "labor." In my opinion, a good company stands behind the product it is selling and using. Please provide me with the amount that would need to be paid for "taxes and fees" and the amount that would be refunded. Please attach the paperwork from ******** showing that you submitted the warranty request and paperwork from ******** showing the shipping and taxes.
  
  Sincerely,
  
  ***************************

  

  Business response

  06/07/2022

  Hi *******,

  We will refund $800.00 of the $1,200.00 we recieved in payment from you. We have returned the water heater to our distibuter/manufacture. Our expsenses to process the warranty claim(shipping, taxes and processing fee was deducted from your $1,200.00 payment. You can *************** and give your credit card info to process the refund. 

  Regards,

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

• Initial Complaint

  07/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Terrible experience as it relates to plumbing. I had a leak in my master bathroom that was over my laundry room. Was charged $295 just to come out and assess issue in addition to cutting through my ceiling drywall. At the end of this fiasco, I'm out of almost $900, leak still not resolved and a huge hole in my ceiling. Company has made no effort to resolve issue so I am taking legal action.

  

  Business response

  08/10/2021

  This plumbing matter has been resolved with Natochia.   Toptec has issued a credit of $350.00 as well as the customer has also agreed to remove the reviews.   Tell us why here...

  Customer response

  08/10/2021

   
  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,
  
  ***************************

• Initial Complaint

  07/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Previous owner of the home ***** engaged TopTec Heating company to Install brand new AC unit manufacturer Lennox.Installation was completed Jul 2, 2019.Noticing AC is not giving cool air anymore. TopTec is refusing to take any responsibility. They are quoting Preventative maintenance agreement cost + cost of over 450$ dollars to diagnose leak + over 500$ for Freon.. Product is under warranty by Lennox. Lennox warranty registration number ******* Toptec technicians installed this on Jul 2 2019 A/c unit serial number ********** Coil serial number ********************************* is authorized installer for Lennox products. They should take responsibility for the issue and fix this free of cost

  

  Business response

  07/13/2021

  ********** being the new owner of a home,called Toptec to complain about a lack of cooling on an A/C System that Toptechad installed for the previous owner in July 2019, so basically 2 years prior.********** immediately demanded that Toptec should service the unit completelyfree of charge because there is a manufacture parts warranty through Lennox.While there is a parts warranty for defective parts under Lennox, the confusioncame in when ********** was told that labor warranties are ONE YEAR ONLY, whichis industry standard for all manufactures, without exception, and which clearlyhas expired. And further, that any need for Freon is NOT covered under warrantyeither. That is when MR Kanchi's started this BBB complaint even before anyservice was rendered to find out what the real issue was as he feels we shouldmake exceptions for him and service him at no cost because its "ourresponsibility". Unfortunately, it doesn't work that way. Toptec dideventually send a technician for a service diagnostic who noticed that the A/Cunit had been running without a necessary air filter for over 2 months, whichis a home owners responsibility making sure to routinely replace for properoperation. This caused dirt and debris to cake on the a-coil which is part of ***/c system. Dirt and debris causes poor air flow causing the A/C system tostruggle. Running an HVAC system without a filter would void all warranties inany industry. Toptec gave ********* his options of either doing a coil chemicalclean to hopefully remove the caked on dirt or replacing the coil all togetherif cleaning doesn't work. none of this is under any warranty as its not due tomanufactures defect but rather neglect by the homeowner.

• Initial Complaint

  07/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Top Tec on June 30, 2021 because my air conditioner was not working. Adam, the technician, came and one of the first things he did was change the capacitor ($389). He told me that it's the most common reason why the AC does not work. Then, he checked the coolant level which was low. He did not look for a source of the leak but just listed the areas that could be leaking. He said that a leak test takes 4 hours and so it 's better to replace the coolant and see if there really is a leak. He charged me $120 per pound of 410A and put in 6 pounds of it ($720)- no receipt until I asked. 4 days later, I am calling the company again because the AC is not working. Adam does not show up after he says he will come. The company wants to charge more $ to look again. This is total price gouging and taking advantage of customers, without solving the root problem. FYI- coolant cost $30 per pound and capacitor (was this needed?) less than $100 per another company quote that I received today.

*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. ↩