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:02/28/2025

  Type:Customer Service 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.

  I notice in my lower level there was a dripping by water heater. I called for a plumber to come to my house and determine what was going on. The plumber arrived on 2/19/25 at 8:20 am. The plumber left 9:30am and told me the work was done. I received a bill two weeks later from the plumbing company. I was charge for 5 hours of labor and travel time. I was also charge a $10.00 fuel charge. I also charge $938.00 for the heater-(replacement) and the parts The technician was only at my house for a hour and half. I think I should be refund $200.00-(Travel Time) and the amount of time spend at my house.

  

  Business Response

  Date: 02/28/2025

  We strive our business to provide quality service. We went to the job for a water leak and found the water heater in need of replacement. To get a water heater in and out of a basement i have two guys there. I talked to ****, and she did not feel that she should be responsible for paying for a second ******* even if it was necessary for the job. She was billed for two *******s being there for 2.5 hours each. It was also claimed that she could by the same water heater that was installed for $400 at ace hardware. I looked into it and found nothing comparable to the prices mentioned. The customer was very angry with me and ultimately hung up on me. If she feels we should do the job for free i will take the labor off her bill. I will inform you that the bid price for replacing a 40-gallon gas water heater is $1,600.00. The work we performed was not a basic replacement and required some extra piping and a new gas supply line. The total bill for diagnosis, replacement and hauling away the old unit was $1,493.93.

  Customer Answer

  Date: 03/18/2025

  Thank you for your response.  I just received your letter on Sat., March 8.  

  My only contact is by mail or phone.  

  I have a "counter" response to *** ********************** response.

  I called, gave them my name and said "my water heater was leaking and I wanted it replaced with a 40 gal gas water heater.  I wanted it replaced because it was "35" plus years old and this was a safety issue.  I said nothing about fixing it!

  They arrived at 8:20 and we went to where it was located.  The "journeyman" asked is the floor drain visible, it is next to the heater.  I said yes!  The heater was pretty much drained because it had sat for 2 days.  They went to truck and not replacement.  I left the area and at 9:30 they came from area where they were working and left my home.  By the way one was a plumber, the other one was a "go-for."

  Did I hang up on the owner, yes I did.  As I am complaining about the labor cost, *** ******************** made a smart *** remark and I did not want to argue with him on the phone and I stated I will be calling  the BBB and then hung up.

  I am an older widow and more and more of our generation is being taken advantage of.  I am writing this letter not only for me but for all the other older women and men out there. 

  I did not tell *** ******************** I could buy a water heater for $400.00.  I told the person. a woman, that I could buy one for $550.00.  This is when this woman gave the phone to *** ********************.  It gets even better.  After my conversation with this woman I found a local store will sell me a water heater for $499.00.

  I am so telling the truth.  I would take a lie detector test and put my response up against *** **********************.

  I trusted this company to be honest and fair.  There are many honest businesses out there and my heat and air company is one of them.

  I appreciate your listening and responding to my complaint.  I hope you share this with *** ********************.

   

   

  

  Business Response

  Date: 03/19/2025

  I am sorry that you are not happy with our service. As i stated before you were charged a fair price for the service that was performed. I will send two people for a water heater install because of the size and weight of the tank. My employee's safety is important to me. As for the cost of the heater, you may be able to find a subpar similar unit somewhere else. We stand behind the products we sell and have found the unit we installed to have the least amount of defects. We strive on our customer service but unfortunately, we failed to satisfy your needs. As i asked before, what would you like me to do. I have given you and itemized statement that you have paid in full. We have a large customer base that is very satisfied with our work. Unfortunately prices on everything keep getting higher.