Complaints

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• Initial Complaint

  Date:01/07/2024

  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 called ******* in early November to replace a malfunctioning Taco zone valve. They set me up for an11/21 date with ******. *** lived in this house for 32 years and have had these zone valves replaced multiple times. All four of the zone valves are identical simple 2 way Taco zone valves. I did ask that ****** bring one which he did. But when he saw the valve junction showing a bifurcated outflow, he thought that a 3 way valve may be required. I insisted that he install the Taco valve that he brought which was identical to the one being replaced. He did so and it worked fine. Im uploading the invoice showing that I was charged $559.95 for a 3 way Honeywell valve. Im uploading a photo of the Taco valve that was replaced (on the right) and one next to it showing they are identical. Im uploading a commercial photo of the standard 2 way Taco valve showing a price of $99.95, its standard price from multiple sources. Im uploading a commercial photo of a Honeywell 3 way valve which looks nothing like the Taco valve that ****** installed. Im also uploading a commercial photo of a 3 way Taco valve that looks nothing like the valve he installed. This is a clear parts inflation scam taking advantage of a 74 year old in an upscale neighborhood. I was charged $560 (part only) for a $100 valve. I did speak with someone at ************* who I believe was the office manager. I offered a compromise whereby I would receive a partial refund that would cut the valve price from $560 to $300 for the $100 part. She agreed and said she would send me a check. That was 6 weeks ago and no check has arrived. This is bad faith fraud so now Im asking for a $460 refund, the difference between the $560 part charge and the standard part cost.

  

  Business Response

  Date: 01/31/2024

  ************** didn't replace the valve, but replaced the valve actuator which is the same for both two way and three way valves. This was a typo on the invoice. We also have straight-forward pricing and don't do any work until the pricing is approved by the homeowner. So ************** approved the work prior. In addition, ************** replaced an auto air vent ($175 value) at no charge. 

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21109032
  
  I am rejecting this response because: Ill stand by my original complaint. I was charged $570 for a $100 zone valve. I didnt realize it until the invoice was emailed to me hours after the service showing the charge for a *********************. A typo? Then the $570 change is also a typo and the $470 difference should be refunded. Once the technician realized he had successfully scammed me on the valve price he turned quite generous and replaced a vent with a value well below that stated in the ******* response.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/07/2024

  Again, we didn't replace the valve, we replaced the actuator which is a completely different part. We also gave ***** a complimentary air vent (noted in our previous reply) and he signed off on all of this work as noted on the attached invoice. This seems to be a case of buyer's remorse. 

  Customer Answer

  Date: 02/17/2024

   
  Complaint: 21109032
  
  I am rejecting this response because:

  Yes it is a case of buyers remorse. As I stated previously I did sign off on the replacement part price but didnt realize how I had gotten scammed until I received the emailed invoice hours after the service showing that I was charged for a three way Hawthorne zone valve rather than the Taco two way zone valve. ******* claims a typo on the invoice. Was it Hawthorne vs Taco? Three way vs two way? $559.95 vs $99.95? Whichever may have been a typo, they were all wrong. ******* claims a $175 valuation for the complimentary air vent. This is the problem once again. It took me one minute online to find this Taco 150 PSI 240 F air vent available for $19.32. These **** fold parts markups are corrupt, unethical, and probably illegal. But these grossly inflated parts markups are clearly standard operating procedures for *******. Lastly the ******* office manager did agree during our phone conversation to accept my generous offer to split the difference with a partial refund which would have resulted in my paying $300 for the $100 part and then never sent the partial refund. So here we are with this back and forth but ******* still hasnt denied a single aspect of my original complaint other than the typo excuse, which makes no sense. These people are crooks. ***************, who Ive known for decades, must be pretty unhappy about what the new owners have done to his name and reputation.

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