Complaints

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• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 5/13/24 I had this co. come and fix my pressure valve on my hot water heater on 5/14 it was leaking again, they came out & told me it was due to my water pressure to my home & i needed to call the city & call them back. I called the city on 5/14 they came out on 5/15 & told me that my water pressure to my home was what it should be & that i needed a regulator placed on my main water pipe. I called back to this company as I was told to do & told them what the city advised, the owner said that is what i thought so i ordered the part from our warehouse we can be out in about an hour to put it in. Not once in the call did he advise they don't put them in regularly & its something a plumber should do he left me no choice. They came put the part in charged me $317 & the problem was worse then before they put the part on, my pipes began to rattle and shake violently. The next day 5/16 i called back to advise of the issue & was told well we aren't plumbers & we did this a a courtesy to you. Well then i should have been told i should call a plumber, the owner sends the same tech out 5/17 & he looks at the part & turns a screw & said you should call a plumber but the part looks fine he leaves & i have water spraying out of my shower the pipes were shaking so hard, so i did as the tech told me to. 5/17 Plumber comes & finds the part to be defective & that work wasn't done to code as i needed an expansion tank so the plumber did the work as it was a Friday & i would have had no water all weekend. i called this co. on 5/20 explained the issue & got nothing but attitude & rudeness i asked for credit due to the issue if not for labor then the part. the owner shows up at my home points at me & says where is the part i gave it to him & he tells me how dare someone touch their work i told him i did what your tech told me to do, & your work wasn't to code he proceeded to tell me we aren't plumbers & you could have called our ER # for help i adv i did what your tech said to do

  Business Response

  Date: 06/07/2024

  I believe there is some truth, miss communication and false information to this complaint. We did go out and repair the water heater and also found the water pressure to be high. Yes the water department came and said she needed a pressure reducing valve and that is what I told her she would probably need. I did in fact order the part ahead of time knowing this part would probably be needed. When she called and said that the pressure reducing valve was needed I said we can come within the hour and put it in because I already have one. I believe that getting the part ahead of time and being there within the hour is pretty good customer service. I did tell her that I was doing it as a courtesy to her because I knew it may cost her more then the $317.00 that I was charging her. She called back after the part was installed and said that the pipes were shaking. I told her we can have the tech stop out and try and adjust the spring and if that doesn't work then the part may be defective and we would replace it under warranty. We did tell her that she should call a plumber if this doesn't solve the problem. On the next day which is the Friday she spoke of, she had a plumber come out instead of giving us the opportunity to replace the part. The plumber did find the part was defective and replaced it. She called our office the following week asking for a refund. My receptionist told her we would refund for the part but not the labor. She told my receptionist that she would leave the part on the front porch for us to pick up. I went to her house to pick up the part and it was not there. I rang the bell and told her I was there to pick up the part. she said because it was copper she did not want to leave it out where it could be stolen. I never pointed to her or was rude in any way. I actually apologized for the way things happened and we talked for a little bit. I did say that the plumber should probably not have removed the part we installed because it may have caused warranty issues. I did take the part for warranty and she was credited the amount of the part for $147.83 out of the $317.00

  Customer Answer

  Date: 06/10/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* *******