ComplaintsforChesterfield Service Heating & Cooling

• Initial Complaint

  07/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 14, 2021, Chesterfield Service replaced the water heater in my condo. They drained the existing water heater too quickly and water flooded into my neighbor's condo, causing damage to her hardwood flooring, pad and carpeting. It required a restoration company come with dehumidifiers and fans to dry the condo, the replacement of drywall, carpet and padding. When the plumber looked at the hose to the other condo and the drain, he did not know that the plumbing was compliant with code because he had not worked in a condo unit before- he did not know about units stacked on top of each other and their drain mechanisms. He had to call the plumbing inspector from Chesterfield to be told it was compliant. I now have to pay my neighbor $1,000 because Chesterfield Service was not versed in condo work and did not check to make sure the drain was open. If a plumber doesn't do this, who should ? I would like Chesterfield to accept responsibility for the error and reimburse me.

  

  Business response

  08/13/2021

  Hi Ms. *******, We followed standard procedures in replacing your water heater and using the supplied drain system. Draining a water heater for replacement is a fairly slow process, with checking the drain flow at the beginning and working up to water speeds of maximum 2 gallons per minute. It is unfortunate that there was an issue. Because of how the drain system was designed, we feel it is the responsibility of the condo association, because it utilized a “common drain” that connects you and your neighbors. While that drain system may meet “code,” we do not feel it was the best design for a multi-family building. We are sorry that you have had to deal with this situation and we understand your frustration, but we can’t assume responsibility for a drain system failure that we did not have control over.

  Customer response

  08/13/2021

  Complaint: ********
  
  I am rejecting this response because:  You did have control over the drain and you should look at any drain that you pour so much water down.  Bryan had control over the speed of the flow of the water.  If your plumbers are not up to speed on shared drains in condos, you should not accept jobs for stacked unit condos.  To claim you have no responsibility for the work that you do will not win over many customers.  I am very disappointed you will not accept any responsibility for the issue, not even 50%.   Very disappointed- not great business.  
  
  
  
  Sincerely,
  
  **** *******

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