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:30/10/2024

  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.

  Date of transaction : June 24, 2024 Amount of money paid : $2204.93 What the business committed to provide you: new hot water tank installed What the nature of the dispute is : after installation I have no water pressure on my kitchen tap that required me to call in a plumber to fix it. This occurred on October 15. The plumber took a look at my hot water tank and indicated some issues . First issue : the braided hose feeding off the top of the tank ( must be rigid pipe for 18 off of a gas hot water heater) . Second issue : lack of vacuum breaker ( it is required on any tank subject to back siphoage). Third issue : gas line blocking furnace access (gas currently needs to be turned off and removed for any service on the furnace). Whether or not the business has tried to resolve the matter : on October 15 I called and asked to speak to the owner who was not in, I left a message with the receptionist with my name and number and that it was regarding a hot water tank installation. On October 22 I called again and was advised that the owner had been sick the previous week so I asked for a call back from the manager giving detailed information about my concerns from the plumber. On October 24 I called again and was advised that it was now on the owners desk and that he was not in as does not work on Thursdays to which I was advised that his schedule was not known when I asked when I would get a call back. To date I have not heard back from the company to discuss my concerns.* please note the reason there was such a delay in getting a plumber in was that I had to deal with family matters and was away for ****.

  Business Response

  Date: 01/11/2024

  Today, November 1, 2024, the owner of our company, ***** ********, attempted to call you in the morning. There was no answer, but he did leave a voicemail.
  We have received the concerns about the hot water tank install via the Better Business Bureau. ***** and I had a look at them and would like to address issues 1, 2 & 3.
  
  Braided hose feeding off the top of the tank, it must be a rigid pipe for 18 off the top of the ****
  Response: You can, in fact, install braided hose off the top of the tank. We phoned the Manager of the Building Department, on November 1, 2024 to confirm. Building Department Manager's phone number was given to the customer should they want to follow up themselves.
  
  Lack of vacuum breaker.
  Response: It was not code at the time of your original tank installation, therefore, on a replacement situation we only install vacuum breakers upon customers request. We can come and install one if you prefer. This will be at an additional cost. We have contacted our supplier for pricing on a new vacuum breaker for you.
  
  Gas line blocking furnace access.
  Response: We did not alter the gas line in any way at the time of the hot water tank re & re. The gasline was pre-existing. If you would like the gasline altered, we can certainly do that for you. That job would be billed out at a time and material rate.
  
  Regarding our response time to your concerns, I can assure you that we are being transparent with you. *****, the owner, was in fact sick the first time you had called in, he does not work on Thursdays and does not have a set schedule for the rest of the week when he is in the office.
  
  I hope that this clarifies the issues that you were concerned about following the plumbers visit. Please let us know if you would like for us to come out and perform the repairs discussed above.
  

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 22489640
  
  I am rejecting this response because:
  The owner did call me on Friday , November 1, 2024 and left me a message . I returned his call same day and was advised he was gone for the day but would call me on Monday morning . To date I have not received a callback . 
  Sincerely,
  
  ********* ******

  Business Response

  Date: 06/11/2024

  November 6, 2024 ***** called ********* at 10:30am and left another message stating he will be in the office until 11am today and not in the office tomorrow, Thursday November 7, 2024.