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:20/01/2025

  Type:Product 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 August 21 2024 I called Alpine Plumbing to install a new hot water tank at my residence. I paid $1811.25 to install a new ************** water heater.December 1 2024 the hot water tank did not produce any hot water. The tanks breaker had tripped so I called Alpine Plumbing for a service call.Alpine Plumbing stated issue was electrical and to call an electrician The electrician assessed the tank was pulling to many amps which was causing the breaker to trip Electrician stated that the heating elements may have failed or there was another problem with the heating elements which was causing the the breaker tripping.I called Alpine Plumbing what the electrician said as requested a service call.The individual who answered the phone refused. He didnt listen to my question and kept shouting and talking over me and wouldnt let me speak. He continued to deny it was a tank issue and stated that I was lying or being untruthful or tampered with the tank. He stated it was an electrical problem and he wanted to talk to the electrician, he stated that he would not help to call the manufacturer of hot water tank to ask for a warranty claim. My wife called Alpine back and a few hours hoping that the person on the phone had calmed down. Once again he was hostile and rude. Talking over my wife and shouting at her that he had already spoken to me about the issue. My wife asked is there no warranty or guarantee on his work and he would not answer the question. He calmed down and he agreed to come to our home to take a look. However after the hostile way he spoke to us and accusations he made that we tampered with the tank we didnt feel safe having this gentleman at our residence not knowing if he would lose his temper or cause more damage to the unit. My wife cancelled with him the follow day as she felt unsafe meeting with him. We calling another plumber who said the issue was the heating elements being faulty and needed to be changed out.

  

  Business Response

  Date: 28/01/2025

  Hi ***, thank you for sharing your feedback. We strive to ensure every customer is satisfied so Id like to address the concern mentioned. 
  
  When you first contacted us about the hot water tank issue, you mentioned your electrician believed the tank was oversized. However, we verified and shared with you that the tanks specifications matched your previous unit, and including pictures and spec sheets for clarity. We also offered to speak directly with your electrician to help resolve any confusion, but you mentioned that wouldnt be possible.
  
  Later, when your wife called, we schedule a time to inspect the tank further. Unfortunately, the appointment was cancelled on your end, and we are werent able to follow up as our texts went unanswered. 
  
  We sincerely apologize for any inconvenience caused and are happy to assist further if needed. Please dont hesitate to reach out so we can resolve this matter to your satisfaction

  Customer Answer

  Date: 29/01/2025

   
  Complaint: 22829364
  
  I am rejecting this response because: the response is not truthful.  The business has not responded truthfully.  When both my wife and I called the individual refused to come for a service call to follow up on the work they did.  There was absolutely no texts messages or anything else other than a 3 month late invoice for work that was done on a separate call which we paid in full.  The individual my wife messaged to cancel with only replied Ok, and there were no further messages sent.  We are not plumber so sending us pictures and arguing is not doing due diligence. We did not feel safe or felt that this individual would do the work in good faith after his refusal to even fill out the warranty paperwork for the tank.  The tank in question is in our garage and a secondary plumbing company confirmed a failed element.  The original alpine plumber should have made the service call without the abuse foul language and refusal to come take a look.  As a red seal plumber there should have been a guarantee on his work. 
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 07/02/2025

  
  We appreciate your patience as we address your concerns regarding the installation of your new hot water tank.
  
  
  As previously mentioned, we advised you to have your electrician on-site to verify whether the new tank matched your existing tank specifications. We assured you that if the new tank did not match your previous tank specifications, we would provide a full refund. However, you declined to have your electrician verify this on-site.
  
  
  To clarify any concerns, we have attached before-and-after installation pictures, clearly showing the specifications of your existing tank and the newly installed tank. Aside from the brand, the specifications of both tanks are identical.
  
  
  Additionally, we sent a separate work order invoice via email and followed up regarding any issues with the tank, but we did not receive a response from you. We made every effort to address your concerns and ensure your satisfaction.
  
  
  Regarding the element failure you mentioned after hiring another technician, please note that all residential hot water tanks come with a standard six-year manufacturer warranty and a one-year parts warranty. If the element failed, it would need to be claimed through the manufacturer, including any applicable technician labor costs.
  
  
  If you would like assistance with initiating a warranty claim with the manufacturer, we are happy to guide you through the process. Please let us know how you wish to proceed.
  
  
  Best regards,
  ********** *****
  
  
  

  
  

  Customer Answer

  Date: 13/02/2025

   
  Complaint: 22829364
  
  I am rejecting this response because: my complaint has not been addressed in any way by the business.   This complaint is not about the hot water tank element failing.  Its about the inability of the owner operated of this company unable to take any responsibility for his dishonest conduct.  
  when I called the first time to tell you that the hot water tank wasnt producing hot water you should have accepted the service call. Instead you told me to call an electrician and thats it was my problem.  Fair enough I called an electrician.  No where prior to me calling the electrician did you state you wanted to speak to them.  I called you back after the electrician said the problem is not electrical.  Then you still refused to come look at the problem.  Then you berated me, accused me of wrong doing and still refused to come see what the problem was.  You spoke in a callous and rude way to my wife also.  Our problem is that you purchased the hot water tank and therefore you should have at least had the decency to file the warranty or at the very least agreed to a service call. After your refusal to answer our calls or take the service call we didnt feel safe with you in our home, so of course we called a secondary plumber who solved your problem politely, courteously and professionally.  We spoke to Rheem and they also were shocked by your conduct.  You are an owner operator so of course there is no other recourse since you dont answer to anyone but yourself.  And you still havent once apologized for your behaviour.  So no we dont accept your assessment of the situation.

  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 27/02/2025

  Dear ********* ******
  
  
  I understand your concerns, and I want to clarify the situation while assuring you that I am still willing to assist with the warranty claim if your last technician has not yet applied for the necessary parts.
  
  
  When you initially contacted me regarding the hot water tank not producing hot water, you mentioned that your breaker was tripping, which indicated a possible electrical issue. You asked if I could check with an electrician, and I advised you to have an electrician inspect the issue first and then update me.
  
  
  After your electrician visited, you informed me that they determined the tank was oversized, causing the breaker to trip. At that point, I offered to visit the site to verify the tanks specifications alongside your electrician. However, you declined to have the electrician return. To clarify any concerns, I also shared before-and-after installation pictures via text, confirming that the tank was installed according to the previous specifications.
  
  
  Despite this, I was still willing to visit the site to assess the actual issue. However, my attempts to follow up with you and your wife went unanswered.
  
  
  Please let me know if you would still like assistance with the warranty claim. I remain available to help facilitate the process if needed.
  
  
  Best regards,
  ********** *****
  

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22829364
  

  I am rejecting this response because: it is an untruthful claim of what events occurred. The main issue, once again, is this you were unprofessional, aggressive and shouting by saying you would not come to look at a tank that you installed. You had a duty to guarantee your work and you didnt do that. You stated call an electrician, its not a plumbing problem stating that it was an electrical problem due breaker kicking out.
  When did you ask to speak to the electrician? Or when did you state keep the electrician at my residence?  You made zero attempt to follow up. After my wife called you and tried to diffuse the situation, you demeaned and spoke down to her and scared her. Do you think yelling and shouting at a women and then expecting to meet up with her the next day is safe and reasonable? And then you sent us a very late invoice for previous work by email. No where in that email did you say I will help you, just I hope you figured it out. Despite your terrible conduct we paid you for that service call because we are honest people. Now you refuse to admit that you are lying about the events. You were unprofessional, unwilling to help and refuse to accept any responsibility in this entire fiasco. Your conduct leaves much to be desired, you are dishonest,untrustworthy, and it shows with how you diffuse the blame from us to the electrician to my wife canceling with you. No where have you addressed why you refused to come take a look at a tank you installed that stopped working. All you had to do was be polite, come take a look and trouble shoot. If it had been an electrical problem, given your training you could have assessed that. You chose an inflammatory way of dealing with me and then my wife. So it appears that we are at an impasse, as you refuse to admit your part in this. Your conduct is the reason for this complaint and your ego is the reason you cant admit to it. 
  
  Sincerely,
  
  ********* ******