Complaints

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• Initial Complaint

  Date:01/02/2025

  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.

  12/4/2024 - A plumber from Dream Land Plumbing came to my home (I have been informed that he has since been fired). He told me that the reason that I wasnt getting hot water was due to needing a new hot water heater. My hot water heater wasnt even 2 years old, but he was very adamant that was the issue. After he installed the new hot water heater, I still was experiencing lukewarm water, so the owner **** came out a few days later. The water temp on the water heater was set to the maximum yet the water wouldnt exceed 120 degrees (maximum was 150), and the owner/**** explained that it was due to my home size,and I would need a water system installed which was $3K+ to get the hot water to the shower *************** upstairs. After multiple emails, calls, texts, home visits, I finally gave-up. However, three days ago, I called them because the water went completely cold. When the plumber arrived, he did a check of the electricity to the hot water heater and determined that was the root cause, which it was. I told him that the other two people (including the owner) never did this, and he said that should have been their first step prior to getting a new hot water heater installed. ****/owner has been ignoring my calls, saying hes sick with no voice to his receptionist. I could have saved over a thousand dollars by just switching the circuit breaker for the hot water heater, but they are deceivers and scammers. Their most recent reviews on **** support this.

  

  Business Response

  Date: 01/28/2025

  On December 4th of 2023, Dream Land Plumbing responded to a request for service for the customer due to no hot water. Our technician diagnosed the issue and recommended the heater be replaced under warranty by the manufacturer. The customer agreed to the terms of the work and understood they were responsible for payment on the labor/install along with materials. After work was completed, it was confirmed that the customer was getting 120 degree water throughout the home after 2 additional visits after the initial visit and install. Only other recommendation to the customer was to install a recirculation line for the customer to get hot water faster at further fixtures within the home. Customer then did not reach back out to our company for over a year until the date of January 1st of 2025 when we returned for no hot water. The technician that was sent was able to diagnose and determine that the breaker was now needing replacement. There is no evidence that supports this being an issue at the time of the replacement back in 2023. Advised the customer to have an electrician come out to replace breaker.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22756511
  
  I am rejecting this response because: the root cause was never identified with the initial consultation.  The owner **** nor the first ********** diagnosed the root cause due to their lack of due diligence.  They never checked the circuit breaker, which was one of the first actions that the **********, who came out most recently did, the ********** also said that was the first step that the owner **** should have taken as well as the prior ********** instead of jumping to the conclusion that it was the less than 2 year old hot water heater that needed to be replaced/highest cost option.  The hot water never became hot until the circuit breaker was replaced which was less than a month ago (this began over a year ago).  I had lukewarm water, which is evident by the amount of times that I had to call this business to come back out and remedy the root cause.  I want a refund in full for their lack of due diligence as well as hiring someone who is now fired that was not honest nor performed his job responsibilities.
  
  Sincerely,
  
  ***** ******