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Business Profile

Plumber

Sound Plumbing & Heating, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:04/28/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.

     
    Complaint: 19987630

    I am rejecting this response because:

    Sincerely,

      I am rejecting the businesses response, even though they had some valid points, it still does not change the fact that the original installment wasn't done correctly according to the new plumber. It was placed outside of the protective overflow pan, causing flood to both mine and my neighbors downstairs utility closets. It looks like Sound Plumbing is missing the entire picture of the situation. Therefore once again I am attaching pictures of before and after repairs under original(sound plumbing) and new Installments (Hawthorne Plumbing). Also how is it possible that they only one technician for the ENTIRE company. how is that alright for me to carry on with my life while I have flooding and running water, I cannot take showers or get ready for work, It is not my fault for the technician to be on maternity leave and for them to not have any accommodations. Speaking with the technician from the customer service manufacturer, they have no idea where this expansion tank came from and this is not included in the parts of the water heater. This is another mystery for me, please advise, Thank you 


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

    unately they don't have any technicians right now available because he is out on paternity leave and he'll be back on Thursday or so Meanwhile not to have any water at home I decided to go with different company.When technician came out he informed me that expansion tank is broken that's what caused the leak. Also he said that expansion tank wasn't installed properly it was just hanging of the waterline with no support and that cause a lot of stress on the parts. Due to this leak utility closet was flooded and neighbor's downstairs as well.Because of the moisture of the wall and the door my neighbor is not able to open the closet to even inspect for the damages.And because there is no circulation of the air we are afraid that closet might be molding.I really like to have Sound Plumbing & Heating company to take full accountability for faulty installation and cover the cost of the reapers.In addition I am attaching: pictures before and after repairs + Invoice Please advise.Thank you.

    Business Response

    Date: 05/05/2023

    We are sorry you had issues with your plumbing.

    However, there are a few points we'd like to address with your complaint.

    Our Labor Warranty is honored for 1 year.  This was Water Heater was installed in 2021.

    The Tank itself has a Warranty provided by ********************  The Owner of the home/heater is responsible for contacting ******************* directly if they have an issue with the tank.

    When you originally called - you spoke with our After ************************ They do not have access to our schedule and do not make appointments.  

    I spoke with you directly and explained our Service Tech was out on Maternity Leave.  However, that was irrelevant due to you having issues directly with your tank.  

    I explained how the ******************* Warranty works and you did not care to listen.  You then called back asking for that number that I was going to provide to you and I gave it to you at that point to assist you.

    At that point, it was your decision to call someone else.  

    As for the Expansion Tank - it was replaced exactly where it was originally installed.  If it was putting stress on the pipes - as the other company explained - the water would be leaking from the pipe and its connection.  

    You stated the water was leaking from the Expansion tank - then that has nothing to do with the pipes and everything to do with a faulty Expansion Tank.  

    This incident had nothing to do with us, the Water Heater, our availability, etc.  

    It was a faulty tank that leaked after 2 years.  Just as anything else that could go wrong in your home.  Why would we take the blame for something out of our control?

Sound Plumbing & Heating, Inc. is NOT a BBB Accredited Business.

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