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:04/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 called the homebuilder on 4/17/24, regarding warranty on a leaking water heater. ***** with ****** customer care stated they do not keep track of the warranty after one year. And gave me the number to 20/20 plumbing. Because they would be the one to consult with regarding registering installation date and years left on the warranty upon installation. His colleague *****, with ******, gave me a call on 4/22/24 and explained the same thing. I called 20/20 plumbing on 4/17/22 and spoke with ****, he said the warranty was covered and he would call the next morning to confirm. He call me the next morning on 4/18/22, to confirm that the warranty was covered for a new water heater and the charge would be $850.00. And would be able to install it the following Tuesday on 2/23/24. He also stated that he would have to change out the remaining years left on the warranty. His receptionist also called on 2/22/23 to confirm the payment amount or $850.00. Then all of a sudden the amount changed to $2,400 by ****, later that evening. I didn't have him service the home on the scheduled date and the receptionist originally told me that 20/20 didn't keep up with the paperwork as ****** stated and only installed water heaters only. Lennar manager ****, stated otherwise on 2/24/24, and said if I wanted information regarding warranty and installation they would have it. ***** also confirmed 20/20 preferred that the homeowner deal directly with them regarding those issues. I followed the homebuilder advice and **** confirmed that the water heater was still under warranty and he firmly gave a quote for $850.00 and changed it to another price. I was out of water for a week and paid the $2,400. on 4/25/24, **** made it a point to tell me that **** took pictures of the old water heater serial number and posted it on the receipt. **** went on to say they registered the new serial number. They changed information on the old water to support their false narrative that the warranty was expired.

  Customer Answer

  Date: 04/26/2024

  **** was hired because hes a professional with Lennar homebuilder, and was expected to have a higher level of competence in making such decisions within his expertise. I cant be held accountable for what he did. I would like for **** to honor his original quote. He did the research and quoted me exactly $850.00, and thats what I expected to pay. Im not responsible for his negligence. Hes been in this business for quite sometime and should know the logistics by now. Its not fair that Im being blamed for bait and switch, predatory practices. Upon installation **** damaged the pan that the water heater sat on. He bent up the edges and tried to straighten it out with pliers. I told **** the very next day on 4/25/24, that I wanted another new pan and that it wasn't the original condition prior to ****'s visit. I told her that services were paid for and the water wasn't hot. **** never made an attempt to schedule an appointment for **** to come back out and adjust the water. She said that she would relay the message and give me a call back. And stated that **** said to turn the dial between 2 and 3. That's very unprofessional service after the payment was received. And **** didn't send the receipt right away after payment as promised to my mother's email. Until I called and left a message on **** voicemail the next morning stating that the water should've been hot and it wasn't. I also questioned if the water heater was new or refurbished and asked if it was actually a 75 BTU. That's when she drafted a receipt regarding my questions to cover their seedy behavior. And included both the serial and model number just as stated by the homebuilder upon my complaint. I'm glad that I was able to assist 20/20 Plumbing to stay on top of their designated duties. As advised by all three  homebuilder employee's with ******.