Complaints

This profile includes complaints for Fix It Right Plumbing and Heating's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fix It Right Plumbing and Heating

  Stony Plain, AB T7Z 2A6

• 

  Fix It Right Plumbing and Heating

  #101, 301 Saskatchewan Ave Box 3254 Spruce Grove, AB T7X 3A6

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:19/09/2024

  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 am a recent widow in a home my husband was renovating. I hired Fix It Right to intall a new hot water tank. The bill was above the quoted price. They left the old tank on the basement floor. I filled the cystern and had my pump primed. 2 days later, I had no water. The pump was running. My basement was flooded. I noticed leaks from the hot water tank. Fix It Right came but could not fix it as the cystern was empty. Fix-It-Right cameback on Monday. Said I had 5 leaks unrelated to their work and that my pump had ceased. I showed him a leak on the new line. He fixed it and changed my pump. He gave me a bill. I would not pay since it was their fault. I then found him in my bathroom. Said my problem was my toilet was leaking and showed me the water in my toilet running. He brought a part. I asked how water from a toilet can flood a basement. Later that day, I could hear his new part still overflowing in the toilet tank. I phoned a friend who showed me a little wheel you turn to adjust the flow. I believe that Fix It Right plumber had purposely turned it to cause the overflow. I noticed a leak where the line meet the pump. Discussing payment with *****, the Office Manager I mentioned the leak. He denied responsibility. The person who looks after my pump questioned why they changed the pump, and asked to see it. Feeling pressured, I agreed to pay most of the bill. ***** did agree to come to fix the leak by the pump and said that he would bring the old pump with him but he forgot it. Later, he said it had been thrown out . I told him there were still leaks on the line and that I had little hot water. He said it was all good. The leaks increased and, I had water in my basement. I called another company. This Plumber found a number of leaks, and the hot and cold water pipes had been inversally installed which explained why I had so little hot water. Also the new tank was installed too close to the wall. The new plumber thought it was to involving to move it.

  Business Response

  Date: 15/11/2024

  We were contacted on May 28, 2024 regarding her hot water tank needing to be replaced. We provided her a quote On May 28 for a 40 gallon electric hot water tank. Quote #***** for a total of $2037.89. Customer approved the quote, and job was scheduled for the next day. An invoice for the tank and installation, invoice #***** for $2230.26. Silvie then called our afterhours technician on June 1 for no water pressure. Technician troubleshot the issue and concluded that the pump was burned out. We returned June 3 with a new pump and install was invoiced June 4 for $1255.38. There was a leak on a pipe for the hot water tank that we did return to fix; however we did find numerous other leaks that were not associated with the work that we did to the hot water tank or the cistern pump. There was many obstacles with this job.First being that the tank was in a crawl space with very limited space and tight access points. Second, the tank is an electric tank; therefore the power for the tank needed to be switched off at the house breaker box in order to safely remove the electrical connection. The breaker was not labelled. Lastly the work conditions at this residence were appalling. This was dangerous for our technicians to work in. We noted that there was a great deal of garbage,including old fuel jugs, empty 5 gallon pails and old hot water tanks left in the crawl space. The venting for the furnace was rusted and rotted in many place, as well as standing stagnant water. This was a health and safety concerns that our technicians should have refused the work. The technicians did have compassion for Silvies passing of her husband and her lack of hot water in her home so proceeded with the work as scheduled. We stand by the work that we did and we will NOT provide any refund to the customer for the work completed.  
  

  Customer Answer

  Date: 23/11/2024

   
  Complaint: 22307933
  
  I am rejecting this response:  1- I did not call for no water pressure but because my cistern had emptied into the crawlspace. 2- The gentleman that came advised me that there were leaks. I needed to have water in the cistern for him to do the work.  3- The pump had been checked the day before.  4- If the pump had been burnt I  certainly would not complain of low pressure.  5- All the leaks were on the new pipes including one at the pump they just changed.  They were still leaks afer ***** came the fix leaks including 1 at the pump..  I called him. the leaks increased over the following weeks.  I called another company to fix it.  6- This new company were shock by the work that had been done.  I had several leaks, and they had reversed the pipes.  7- I do agree that the hotwater tank is located in the crawlspace, which they knew.  It is 5" tall and the hot water tank is located at the opening of the stairs.  8- They never had to turn off the power in the house.  They did however turned off the breaker for the hotwater tank located in the crawlspace with a pannel that only has 2 breakers. 9- I do agree that the crawl space was a mess. It is dirt floor and it did have old containers left by the previous owners. 10-  The water pooling was found on their 2nd and 3rd visit due to the cistern that emptied into the crawlspace after they installed the hotwater tank.  11- The reason there were 2 hot water tank on the ground is because they left them there when they removed them to install the new one.  12- Poor ventilation for the furnace?  There is an old gas furnace in the crawlspace but there is also no gas line to the property.  The house is heated by an electrical system.  This is the reason why I have an electrical hot water tank. The crawlspace has 4 sliding windows, one just a few feet from the hotwater tank, they could have open the windows

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

  Customer Answer

  Date: 23/11/2024

  Pleasse find attached the following:

  1- The Invoice from Fix-It-Right dated of May 29, 2024

  2- The Ivoice from the ************ dated of June 04, 2024 clearly showing that:

      a- the pump was working after the Hot water tank had been installed

      b- there were astill leaks on the Hotwater tank pipes

      c- The pump cpould not have burnt since the ************ had turned it off.

  Also attached is a video of the leaks on the new pipes.  2 further videos will be sent separateley.  The last video clearly shows where the new pipes welded by Fix-It-Right and the old pipes join.

  Thank you

  Customer Answer

  Date: 23/11/2024

  Please find attached the 2 videos refered to in my last message.

  The last video was converted into a photo as it was too large of a file.  It shows where the new pipes join the old pipes.  It also shows the amount of leaks on the pipes as witnessed by the water on the tank.

  I have also added a photo showing the pipes inversely attached to the hotwater tank.

  Thank you

• Initial Complaint

  Date:05/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Oct 18,2022 fix it right plumbing and heating Ltd. sent a tech to fix my boiler which was working in all zones except the fan coil line no hot water was reach which was circulated by a pump specifically for this line. The tech started to examine the pipes by feeling and banging on them, and told me they are probably clogged and tried to bleed the fan coil but did not have the tool to do it and told me so and so has that tool. at the end determined the the boiler is too old and needs replacing and they provided me with a $23,000 replacement cost. Told the tech "why do not you replace the pump all other lines are working fine except this one so it must be the pump" the tech call her boss ***** **** ****** and he told her pump can't be replaced they do not make them anymore. And if use a different pump the lines can be over powered and blow up (scaring you tactics) so I can agree to the boiler replacement. They ended up charging me $326.66 Later that week I got another plumber which replaced the pump and now all lines are working great. I would like my $326.66 back because they told me false information and tried to scare me to agree to replacing the boiler and sending a tech without tools just to showup and charge time.

  Customer Answer

  Date: 09/11/2022

  Hello just wanted to thank you and let you that I have resolved this problem with the vendor and no longer wish to proceed with the complaint..I  would like to withdraw my complaint. 

   

  ******