Complaints

This profile includes complaints for Kotz Heating, Cooling and Plumbing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kotz Heating, Cooling and Plumbing

  3460 Floradale St Waterford Township, MI 48329

  
• 

  Kotz Heating, Cooling and Plumbing

  3460 Floradale Street Waterford, MI 48329-3526

  

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:02/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 12/20/24, Plumber #1 **** repaired toilet in primary bath and replaced bathtub cartridge in second bath. 2.5 hours later I discovered my primary bath flooded due to improperly installed fill tank stalk. This flood leaked through the ceiling of my garage and damaged my primary bedroom carpeting. I called ****, they sent Plumber #2 ***** **** fixed the improperly installed fill stalk and also replaced toilet flapper. He helped me clean up and cut insulation and drywall out of my garage ceiling exposing my pipes for 17 days during single digit weather. I asked him to also check the bathtub cartridge in the second bath since **** had incorrectly repaired toilet. **** went into second bath and told me that cartridge repair was fine. **** agreed to provide mold spray for my carpet and they paid for me to have my garage ceiling (insulation and drywall repaired which was slightly over $500). I feel that they appropriately handled the toilet issue and that is NOT why I am filing this complaint, but it is important background. On 1/2/25, I discovered second bath faucet was still leaking. I called ****. **** came and I asked him to take the cartridge out to look at it. He refused to do so and said that if it was still leaking, then the leak must be in valve in wall. He told me to go to a plumbing supply store and buy $243 worth of parts. **** installed new valve, remodel trim kit and cartridge 1/6/25 for $751. 1/7/25 I had no hot water at that faucet. Plumber #3 ***** came and took two tries to fix anti scald feature. I kept original wall valve + cartridge installed on 12/20/24 (see five pictures) and had another repairman look at it. They said cartridge replaced on 12/20 was never flushed and there was plastic stuck in it. They said I NEVER needed a new valve in wall, and I didn't need to spend the $243+$751 = $994 AT ALL. If **** opened the cartridge as I asked on 12/20 and again on 1/2, he would have seen plastic in it and could have fixed without cost to me.

  

  Business Response

  Date: 04/10/2025

  ****, thank you for taking the time to reach out and let us know about your issues.  We apologize for the inconvenience it has caused you and for the late response due to not seeing this previously. We do see that you have been fully refunded for the original repairs as well as being funding the additional repair work needed from the damages. In terms of the second bath faucet cartridge and valve **** recommended you replace, it is clearly visible based on the pictured you provided that this cartridge was very old, damaged and corroded.  We would make the recommendation to replace a cartridge/valve that is in this condition to avoid any further issues and leaks that were going to be popping up very soon.  It is our job to proactively recommend things that will help to avoid emergencies in the future.  We do recognize based on your pictures the piece of plastic stuck in the cartridge. Even if we were to have uninstalled the cartridge and removed the plastic, we would not have been able to stand behind that work because when reinstalling an old piece of equipment there are no guarantees that it will work the same after being compromised like that.  It would make sense they were the same age.  The valve needing to be replaced that day is debatable based on if you wanted to avoid further issues, which you had agreed to.  We had discounted the extensive work at the $751 price and we would be willing to refund you half of that amount based on the fact it would have needed replacing as well. Please let us know how you would like to proceed.  We understand that your confidence in us has been shaken but our work is fully under warranty and it is problematic that another company came out saying it did not need to be replaced as that was their "opinion."  Thank you  

  Customer Answer

  Date: 04/11/2025

   
  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. I will accept half of the $751 refund they proposed in their response assuming I receive it in a reasonable amount of time 30 days.

  They need to be aware that this was NOT a picture of the OLD cartridge. This was a picture of the NEW cartridge **** put in on the first visit.

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

• Initial Complaint

  Date:10/28/2024

  Type:Order 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 hired **** to install a furnace in Feb/March of 2024. They installed the furnace incorrectly, and caused water damage to the master bedroom closet, walls, and ceiling. They agreed it was their fault and agreed to reimburse us for the removal, remediation and reinstallation of drywall, carpet and other materials. They did not want to be held liable for the work completed so they tasked me with sourcing and getting quotes for companies. The drywall was removed, **** wrote a check for that amount. I provided a quote for the reinstallation which **** said was too much. It has been over a month with our master bedroom closet unusable, while being torn down to the studs. No insulation in the closet of furnace room is robbing our room of heat, and causing my wife to organize her work clothes on the floor of a spare room.

  

  Business Response

  Date: 10/29/2024

  Mr. ******* we apologize for the inconvenience that this has caused you.  As we have spoke about several times, we have turned this over to our insurance agency.  The claim is in the hands of the insurance carrier and the insurance adjuster to ensure the most proper terms of compensation.  We will continue to correspond with the adjuster to get as quick of a resolution as we can.  We do recognize that we made a mistake and this is why we are going through the proper channels to make sure it is handled for you. Thank you.  

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 was charged $89 for dispatch fee and additional $140 for parts and labor, however nothing was repaired only an estimate for repairs that could not be done that day. I am willing to pay the $89 fee, the extra fee was not disclosed when scheduling service or by service tech until invoice was presented.

  

  Business Response

  Date: 07/11/2024

  *****, after listening to the phone call in which you scheduled the call it sounds like you were told that there was a $89 dispatch fee plus the cost of parts and labor.  Our technician was there for an hour and a half working, it looks like he did a considerable amount of work searching for the leak after the diagnostic determined the unit was low of refrigerant. We apologize if he did not clarify that the diagnostic was done at that point and his time was then chargeable. Although we went way above and beyond the cost of a $89 dispatch fee tracking this down for you, we will refund the $140 based on the fact you are saying the leak search was not approved. 

  Customer Answer

  Date: 07/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Transaction date: 10/26/23 Amount: $324 Business committed to tune up the furnace at a cost of $79 The igniter was broken by the actions of the technician. The replacement part was offered for $245 while retail cost ranges from $16.99 (Amazon) to $52.60 (Ace Hardware). The technician refused to finish the service without the part. Because of the active heating season, I had no chance to invite a different company to fix it.The technician explained that the parts prices are fixed and company management would not be willing to discuss this matter.Invoice ********

  

  Business Response

  Date: 11/20/2023

  Dear ******, the refund of the igniter is being processed and is being sent out to you.  From our understanding, your igniter was extremely brittle and worn after years of use. We apologize that when your igniter was removed to be cleaned, the part broke because of the delicate nature of it's current state.  We are glad that we were able to get this replaced for you before it's undoubted nearing failure.  We have informed ************** that it would have been best to discuss the delicate nature of this part before it was removed, as to inform you of that. We do recognize that you can easily find the price of parts at a cheaper rate, as in many business's the cost incurred reflects what is involved with the skilled labor, training, and diagnostics of a quality technician as well as the the convenience of having the part, installing that part and providing a superior warranty to that of our competitors.  We hope that we can move past this and continue to work together into the future.  

  Customer Answer

  Date: 11/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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