Complaints

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• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair 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.

  On Saturday 9-14-24,I called this company regarding a leak that I had discovered on my water heater (that they had installed in March) on the Temperature/Pressure (T&P)Relief Valve.I was asked to send a picture of the leak and part in question, so I did.Once they received the picture they then contacted me back and informed me that it could actually be a water pressure issue causing the problem and that it would cost me $240 per hour for them to send someone out that day.I told them that I could not afford $240 per hour and asked if they could send someone out the following Monday 9-16-24 and they said they could and that it would be at a rate of $189 per hour so I had them schedule me for the repair even though I thought that it was an unreasonably high rate to charge for an hourly rate.I had to use them because it could have a warranty issue.I had to let the leak continue for the next couple of days,mopping up water every few hours.When they arrived on Monday 9-16-24 they diagnosed the issue and informed me that my water pressure coming into the house was to high and that I needed to have the T&P relief valve on the water heater replaced and I needed a Pressure Reducing Valve added to my water line so that the problem would not occur again.I asked the technician how much the parts would cost.He said about $35 for the T&P valve,then he went and looked at the Pressure Reducing Valve,told me it was a 1" valve and would be $70 or $80,so I said ok go ahead and fix it.He then told me that he didn't have the parts to fix it that he would have to leave and come back on Tuesday 9-17-24 to do the repair.They came back 9-17-24,did the repairs then gave me a bill for $581.50.I asked him why it was so high.He said labor was $256.50 and parts were $325.He said the T&P valve was $35 and the Pressure Reducing Valve was $290.(This valve sells for around $113 retail at the local home improvement stores),thats over 100% ($177) mark up on that valve.Unacceptable,Consumers Beware

  Business Response

  Date: 12/02/2024

  I am so sorry to hear that you are displeased. Our ultimate goal is to help when we can and be fair with pricing. Our labor rates that you were quoted at the time of your call are accurate. The difference in the two rates are one is for after hours or "emergency" rates and the other rates you were quoted are for our regular Monday-Friday hours. In the text messages with our office staff, you stated that you could not afford the after hours/emergency rates and wanted someone to come out to your home on the following Monday during our regular rates time frame. We also made you aware that the services could fall under warranty if it was related to the Propane heater installation or an issue with the heater itself, but that would not be able to be determined until a technician was on site. You were made aware that if it did not fall under our warranty, that the services would be billable and the rates you were quoted would stand. 

  It was determined that the T&P valve and the *** needed to be replaced and had gone bad. This was not part of the initial install of the heater and was not problematic in March when the heater was originally installed. You were charged for TLH Plumbing to supply a double chamber 1" *** and a t&P valve. The cost of those items with a 30% mark up (this is a business, there is mark up on materials that we supply) should have been $346.50. You were charged a total material cost of $325. This is clearly less than what you should have been charged. 
  
  My sincere apologies for the misquoting on the technicians part. I have spoken with him about being more thorough with his communication when it comes to materials and overall communication with customers. 

  Please know that we only charge for materials that are necessary to fix your plumbing problem and the labor that it takes to make those repairs. I believe that this feedback is your opinion and you are entitled to that 100%. That being said, we were fair with pricing, transparent with communication, and fixed your plumbing problem successfully.