Complaints

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• Initial Complaint

  Date:10/29/2024

  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.

  I was charged $295 for flushing my waterlines and it was not done. When I asked them what they did for the $295 they said they opened all the faucets in the house to let the water run. They could have told me to open the faucets myself instead of ripping me off. They took advantage of the fact that I was really scared of debris coming through the pipes from a faulty water heater connection which they replaced for $2800. The total charge was $3660, of Which $295 was for just letting the water run. I am seeking reimbursement of the $295. Very dishonest. When I asked them to reimburse me the woman was very angry and aggressive and even though I have been requesting that reimbursement since August, she said it has been more than 30 days so no reimbursement.

  

  Business Response

  Date: 11/06/2024

  Hello ***,

   

  We serviced ******** home on both August 7th, August 28th and October 28th. We replaced the water heater, kitchen faucet and flushed the system (water) on the 7th. On the 28th we replaced the kitchen faucet because she ended up not liking the first one. We provided a discount for the second install and did not hear back.

   

  10/27/24:

  She said the faucet was loose and there was an issue with the flushing of the water system. We tightened the faucet and did not see any issues with the water. This visit was a month and 7 days past the warranty period. We always honor our warranties and a lot of times extend it past a few days. Why would we not honor the warranty if she notified us within 30 days, why would we treat her any differently than any other customer? In fact we did not charge for the loose faucet although it was past the warranty period.

   

  Thank you,

   

  ***** ******

  Operations Manager

  Customer Answer

  Date: 11/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I paid a total of $3660 for the following: 
  $3,365 for replacing the water heater and kitchen faucet   I dont dispute that portion   I am disputing the $295 because their flashing of the pipes consisted in opening the faucets to let the water run and they could have told to open the faucets myself instead of deceiving me that flashing was an actual work.  In fact as the debris on the running water continues and they have been rejecting my requests to do something about it, I have researched and learned that all that flashing is, is to open the faucets.  I want my $295 back   

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

  

  Business Response

  Date: 11/08/2024

  There has been no proof the issue still exists, the warranty is past by one month and seven days so we will not be providing a refund. **** told her on the last visit that another option is to replace the other faucets or the angle stops in the home. We apologize for the inconvenience but we are sticking to our policies with this matter.

  Customer Answer

  Date: 11/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The response is full of lies and it doesnt address the issue.  The first lie is that I emailed a foto showing that the water contamination problem continues.  The second lie is that the plumber never said to replace anything.  In fact when he came to fix a badly installed faucet he scratched his head as to why the debris continues to come through the pipes and said that his boss had told him to just let the water run.  The one who suggested to change the angle stop was *****, the aggressive phone woman who writes the responses here.  And she only said it now that I posted a review regarding their dishonest charges and deceit.  
  The issue however is not that the problem continues (as I have accepted the fact I read through online research: that letting water run over and over is the only thing that can be done and it will clear with time).  The issue is that they were dishonest by charging $295 for just opening the faucets to let the water run, when they could have told me to just let the water run myself.   They did not perform any work for the $295.  They deceived me saying they were going to run a special hose into the pipes   Then they said they had turn off the main and switched the heater hoses to flash   That is a dishonest excuse because the reason they turned off the main and changed hoses was to replace the water heater for which I paid $2800.  I need the $295 back because they did nothing for it except lie. 

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