Complaints

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• Initial Complaint

  Date:12/23/2022

  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.

  We waited 3 weeks for a part to arrive to fix our hot water heater and paid 500$ to them. Today I spoke to customer service and that told me that when the part arrives, they will send the plumber to fix it and that they will be waiving the labor charge.Later on the plumber came is in and before he lift a finger he demanded to be paid 400$ again for labor. My wife told him that the charges were waved and he said no. So she got upset and start crying and told him to leave and ask to talk to the manager and demanded a refund since they didnt finish the job. The manger said no you have to pay. So I went to the office to get the part since its my warranty so the manger said no I paid expedited shipping and for the part without showing any evidence and he said Im not gonna give it to you because I want to get my money back somehow and he proceeded to tell me that my wife was hot headed (of course they blame the women). And of course they played the victim and told me I didnt like how my employee got treated and Im not gonna service you again.

  

  Business Response

  Date: 01/06/2023

  First off all I want to apologize for how long it took for the part to arrive. Even though we ordered the part with 2-Day shipping there were delays with the factory itself and, as we all know, a major weather event occurred throughout much of the country affecting shipping routes. The kind of delay we experienced is highly unusual.
  
  As we disclosed at the time of the initial visit to perform diagnostics and then again when we returned with the warranty part for installation, the manufacture will only cover the part. Everything else is not covered under their warranty.  
  
  Because the manufacture would not cover the cost for all work involved to diagnose and install the warranty part, it is documented that you did not authorize us to proceed with the order at the time of our initial visit.We understood this action was taken so you could research further warranty options with the original contractor. You later ended up calling us to order the part and install it when it arrives.
  
  When we returned to install the warranty part, in the interest of being as transparent as possible and because some time had passed, ************** reviewed again what was discussed on our initial visit; the part was under warranty, the charge for installation, and we were waiving the trip charge to return. However, services were declined. Now normally I wouldnt comment on the manor in which our services were declined, but this complaint suggests that we took certain action or made decisions based on gender when the reality it was based on behavior. The fact is ********** was verbally belligerent and directed expletives towards our staff while there trying to help her. Though they did what they could to try to defuse the situation the behavior was untenable. So much so ************** could barely speak to help address any concern.
  
  I realize it is frustrating that the manufacture just didnt give us a new part and we couldnt just hand it over to you. Believe me if it were that simple, I would have done it and we would all be happier. As we explained when you came to our office, We Paid For It. To be refunded what we spent on your behalf for your warranty part, we must either install it and return the old part or return the new part. It is also important to bear in mind; we are not the manufacture, the warranty is not through us, and we did not install the original water heater. Manufactures typically use service companies like us to respond to their warranty needs, but those companies must comply with the manufacturers warranty terms. We dont get a say in what is covered under warranty and how a part is processed for warranty. Because the manufacture did not give us the part for free and you declined our services, we will be returning the part.