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:08/25/2022

  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.

  August 10 2022 old republic sent plumber out to replace water heater. They replaced it with one that had a side T&P instead of on top like the previous one. He bent the piping to make it fit. Then tried to charge me $700 but dropped it down to $440 when i pointed out he didn’t replace all the things he was billing me for. He now wants to break out the wall to fit the pipe instead of putting the correct water heater in. He lies to me and the warranty company at saying he is trying to resolve the issue. His resolution is to break apart the wall and I will have to pay to repair the wall because as he said he is not a drywall contractor. He refuses to replace the water heater with the correct one. His license says he had no employees to avoid workers comp , however he blames his tech for the poor work so he obviously has an employee. If he lies to get out of paying insurance, I don’t know how ge calls his business pro-integrity. He told the warranty company he would refund my 440.00 but then told me he’d give me 100.09 to make this go away. He knows he made a mistake and is continuing to blame everything and everyone else instead of fixing it correctly.

  Business Response

  Date: 08/31/2022

  I received your letter describing the complaint from ***** ****** today Tuesday 8-30-22 at 130pm. We have gone back and forth with this customer and we have made several attempts to resolve the issue. She has been insulting and very disrespectful. We have been in business for almost 2 years and have not had many complaints. We do work for Old Republic Home Protection and they tell us that our complaint rate is very low. Out of hundreds of calls we’ve done for them we have a 0.4% complaint rate. That’s less than a half of a percent.
  
  My technician ***** ****** was the one who serviced this call. He was contracted with them to install a 40 gallon natural gas water heater. The insurance company covered the majority of the job. However, they did not cover $710 dollars. ***** ****** agreed to the “Not Covered” costs of $710.00. ***** ****** had informed me that he discounted the job due to the fact that he reused her existing earthquake straps, drain pan and did not replace the shut off valve for the cold supply. Our book price is $95.00 for earthquake straps, $65.00 for drain pan, & $110 for the 3/4” Ball valve. We only charged $440 for the not covered cost. She agreed to that and was grateful. ***** ****** was not home or present when the install was completed her Father was there. The water heater installed is not leaking nor are any of the connections and its heating the water properly. The existing Temperature and Pressure relief drain was higher than the new drain due to the new water heater T&P valve location was lower than the old water heater. ***** ****** informed the customers father that he would have to open the wall to run the drain correctly and the father said “ No, its ok. Just run it without having to open the wall”. My technician ***** ****** ran the drain improperly to avoid opening the wall. The T&P drain is water tight and sealed. We have offered several times to come back and open the wall to run the drain correctly and the customer is refusing to allow us to do so. Our price book is $100.00 to modify T&P drain which my technician did. I have offered to refund the $100 for the T&P modifications cost even though the job was complete and ***** ****** refused and was very insulting and disrespectful. She has not exactly requested it, but I believe that she just wants the whole amount that she paid for the Not Covered cost refunded when I don’t agree that its right that she doesn’t pay my technician for the work that he completed. If she will allow us to open the wall and run the drain correctly. We will have no problem doing so at no additional cost. If she will accept our refund of $100 for the T&P modifications. We will refund it no problem.
  
  In conclusion, we take pride in doing what’s right when no one is looking. We are not out here to take customers money for work we did not do. We are in good standing with Old Republic Home Protection. They give us plenty of work because we do a good job and we are honest. We have attempted several times to resolve this issue with ***** ****** and she has blatantly refused our offer to resolve the issue.

  Customer Answer

  Date: 08/31/2022

   I am rejecting this response because:
  The company has offered to fix the issue by putting a hole through my wall to make the pipe fit correctly. He is aware he violated code by doing the pipe the way he did and wants to  do another quick fix by putting a hole through the wall. He stated that he is not a drywall contractor so he will not be able to close up the hole. This will cost me more money to repair the hole. He did not discount the bill until I called and told him his tech didn’t do the work he was charging me for. If he would have lit the pilot light I wouldn’t have called out another plumber and would never have been the wiser. He has only been in business for 2 years and I do understand that his tech made a mistake, however his offer to fix the issue will only cost me more money. I have file a complaint with the license board, and hopefully they can straighten this out due to the code violations. He may not have intended to cheat me, however I now have paid out $440 to him plus the cost he is charging the warranty company and I have a water heater not up to code and more costs to come. So yes I have been cheated. I thought pro-integrity actually had integrity to stand behind their work but ***** said ‘ No one lied about anything. My goodness you’re making a big deal out of something so minuscule.”This is not minuscule to me since I am out the money. 
  
  

  Business Response

  Date: 09/15/2022

  I received your letter describing the complaint from ***** ****** today Tuesday 8-30-22 at 130pm. We have gone back and forth with this customer and we have made several attempts to resolve the issue. She has been insulting and very disrespectful. We have been in business for almost 2 years and have not had many complaints. We do work for Old Republic Home Protection and they tell us that our complaint rate is very low. Out of hundreds of calls we’ve done for them we have a 0.4% complaint rate. That’s less than a half of a percent.
  
  My technician ***** ****** was the one who serviced this call. He was contracted with them to install a 40 gallon natural gas water heater. The insurance company covered the majority of the job. However, they did not cover $710 dollars. ***** ****** agreed to the “Not Covered” costs of $710.00. ***** ****** had informed me that he discounted the job due to the fact that he reused her existing earthquake straps, drain pan and did not replace the shut off valve for the cold supply. Our book price is $95.00 for earthquake straps, $65.00 for drain pan, & $110 for the 3/4” Ball valve. We only charged $440 for the not covered cost. She agreed to that and was grateful. ***** ****** was not home or present when the install was completed her Father was there. The water heater installed is not leaking nor are any of the connections and its heating the water properly. The existing Temperature and Pressure relief drain was higher than the new drain due to the new water heater T&P valve location was lower than the old water heater. ***** ****** informed the customers father that he would have to open the wall to run the drain correctly and the father said “ No, its ok. Just run it without having to open the wall”. My technician ***** ****** ran the drain improperly to avoid opening the wall. The T&P drain is water tight and sealed. We have offered several times to come back and open the wall to run the drain correctly and the customer is refusing to allow us to do so. Our price book is $100.00 to modify T&P drain which my technician did. I have offered to refund the $100 for the T&P modifications cost even though the job was complete and ***** ****** refused and was very insulting and disrespectful. She has not exactly requested it, but I believe that she just wants the whole amount that she paid for the Not Covered cost refunded when I don’t agree that its right that she doesn’t pay my technician for the work that he completed. If she will allow us to open the wall and run the drain correctly. We will have no problem doing so at no additional cost. If she will accept our refund of $100 for the T&P modifications. We will refund it no problem. 
  
  In conclusion, we take pride in doing what’s right when no one is looking. We are not out here to take customers money for work we did not do. We are in good standing with Old Republic Home Protection. They give us plenty of work because we do a good job and we are honest. We have attempted several times to resolve this issue with ***** ****** and she has blatantly refused our offer to resolve the issue.