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:24/09/2024

  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.

  I had this company come out and repair a burst line in my house at around 2 in the morning I had already removed the drywall on the roof to find the break in the line their job was as simple as find and fix the line the came with very little supplies on their truck after already charging me travel to come to my house and to stop to grab supplies on top of the after hours cost of the call out and while they were here they informed me they didn't have enough supplies to fix about 10' of 3/4" pex pipe thus informing me I would be charged travel and material costs on top of the timer for the call out would still be running also with no garauntee they would have enough material to complete the job at their shop there for costing way more then the already over $300 it cost for them to splice in 18" of 3/4 pex where the line broke but this isn't my biggest issue now I have called them because their repair has begun to leak and they are telling me that it's not covered by warranty because I should have paid their ridiculous costs in the middle of the night because they came unprepared for the job to fix the line even tho I explained I didn't know what line was broken or where and then needed to come prepared now my water is shut off until it is fixed

  Business Response

  Date: 30/09/2024

  The customer contacted our After-Hours emergency line at 140am, Aug 11, 2024. The on-call technician explained the after-hours rates to the customer, which was agreed upon before the technician proceeded to site. Our technician headed to site at *****, arriving on site at *****, not stopping for materials as the customer outlined in their complaint.
  
  The technician arrived on site and inspected the leak. The customer stated that they had removed the drywall where the leak was located, but as per our technicians pictures and notes from site,the customer had removed the drywall with a hammer, and our technician had to cut additional access to where the leak was located, to complete the repair. Our technician found the leak and completed a repair to mitigate any potential damages.Technician also noted that the waterline was swollen/deteriorating and would need replacement. Technician discussed this with the customer and informed them that they did not have the ***** of O2 barrier pex piping on their truck, would have to go to the shop to gather additional materials to complete the other repair. If there was not 20 of O2 pex at the shop, they would have to call the wholesales after-hours line to have them open the wholesale at 3am, which is an additional cost charged by the wholesale. The customer denied this option,and the technician suggested that this repair be completed as soon as possible.The customer states in their complaint that their water is shut off to the home, however, there are isolation valves that would allow the leak to be isolated, without affecting water to the rest of the home. Technician had also recommended to the customer during the Aug 11, 2024 visit that they close the two isolation valves while they were on site to prevent future issues, before the recommended line be replaced, the customer also denied this recommendation. The repair completed was only to mitigate the risk of immediate damages, and not intended as a permanent repair as outlined above.
  
  The technician noted while on site that the existing in-floor heating system is currently not up to code, as there is no heat exchanger, and the *** output of the water heater is too low. The water heater temperature is also set higher than the recommended temperature,which can cause premature failure of waterlines. Technician recommended to the customer that a total replacement of the supply and return lines be completed as soon as possible.
  
  As per the **** the technician left site at *****, spending a total of 1 hour and 26 minutes on site, and the invoice only noted a labour charge of 1 hour and 30 minutes. This 1 hour and 30 minutes charge does not reflect any travel time, as this would have resulted in an additional 15 minutes being added to the invoice.
  
  The customer did not contact us between Aug 11 and Sept 24 to address the suggested repair the technician had brought to the customers attention on Aug 11, 2024. When the customer called the on-call technician on Sept 24, 2024, at 646pm, they had asked the technician if the previous work would be warrantied. The technician explained to the customer that we cant confirm that the repair required would be under warranty without looking at it, and should we arrive on site and the repair required not be the original repair completed on Aug 11, 2024, it may not be covered under warranty, and the customer would be required to pay for the after-hours visit. It was at this time the customer became very upset with the technician and began swearing at the technician and hanging up the phone.