ComplaintsforMartel Plumbing & Heating, Inc.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 1st, 2022 Martel installed a water heater at my residence. During the instillation they broke the top stair and damaged the entire structure of the stairs themselves. They had also broken my stairs in 2002 and a carpenter working on the house fixed them. When the employee who broke them in 2022 returned to fix them, he informed my nephew **** ******* that there was rot and water damage that caused the stairs to break, not having one person instead of too bring the water heater down the stairs. My nephew disagreed to this theory as the stairs had been left open for that afternoon and any possible water most likely resulted from water coming in from rain. When checking later there were no signs of water damage or rot after rain. The employee who installed the new water heater further damaged the stairs by ripping out the top stair causing additional Damage to the stairs when checking it instead of repairing them. He also didn’t tell myself or my nephew and left without informing us of the damage initially. We reached out to the company and spoke to Zach regarding it. He said that he was also informed and apologized for not informing either of us which was dishonest. Zach later changed his story saying he wasn’t When following up a month later to file a claim Zach accused us of trying to scam the company and tried to draw a connection between a settlement for a walk in tub and the stairs which is not accurate or in reality. Eddie called June 22nd, and my nephew followed up today June 28th and was informed that refused to give the insurance information for the claim as he said it’s and the company isn’t responsible. He also claimed his insurance company said he’s no required to give us their information. This is petty and indecent. I question if the company is insurance and have not encountered a company this level of reckless abandon. The real test of a business is what happens when things go wrong. To this end they are attempting to avoid responsibility.

  

  Business response

  06/29/2022

  Situation resolved

  Customer response

  06/29/2022

  
  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. They have agreed to replace the stairs at no cost to me. 
  
  Sincerely,
  
  **** *******

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