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:05/02/2025

  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 had a leak at city water intake & 1 at a connection at back of my ******** panel. Technician spent 2 hours trying to repair, then tells me I need entire new panel, that intake valve was shot & could not be replaced without replacing the entire panel. They wanted me to pay $500 in advance for new panel and estimated labor to be $200-$400. I was charged $300 + a $75 service fee for the 2 hrs technician had tried to fix the leaks…and when he left I had 5 leaks instead of 2.
  
  I found out a new OEM ******** panel could be purchased for $200 less than the $500 I was quoted - at every single retailer I could find online. Plus, the intake valve WAS a replaceable part.
  
  H&W said they would only install parts they purchase & that because I had multiple leaks I still needed an entire new panel for $500 plus labor, and the best they could do was offer me a $50 discount on the part.
  
  So, I told them I was contacting another company to get 2nd opinion, New tech took 1 look at leaks & said probably just needed new connection washers. In 20 minutes he replaced 5 washers & fixed ALL the leaks for $10 in parts. I had to pay new co. $200.
  
  I contacted H&W to request refund since they DID NOT fix what turned out to be a simple problem - & the 1st thing their tech should have checked. I was told everyone makes mistakes so no refund. After some back and forth they did finally agreed to refund me $200. HOWEVER, without any explanation they only sent me a refund of $100.
  
  Even though I had to pay another company to fix the simple problem that their tech failed to fix, I also ended up paying H&W $275 to NOT fix the problem they were hired to fix.
  
  I understand that everyone makes mistakes, but the responsibility to pay for that mistake should NOT fall on the customer!
  
  It makes me sick to think I almost paid H&W over $1,000 to fix a simple $10 problem. When you hire a company to fix a problem you expect them to have enough knowledge to fix it correctly & not try to price gouge you.

  Business Response

  Date: 05/02/2025

  We were hired to come onsite at the customers request. The charge for that service is $75.00. My technician showed up completing that requirement for that service. Customer is not entitled to a refund of that $75.00 because the technician fulfilled the request of the customer to have someone come out to look at her camper.

  My technician had two hours of labor, at $150/ hour, in diagnosing and attempting to fix the issue we were hired to fix. My technician made a call after two hours of trying to fix the issue to stop going in that direction with the repair. His call that he made was based on previous experience that instead of adding more hours to the bill at $150/hour it would be better to replace the whole system. That recommendation would have solved the issue we were hired to fix. My technician ran that recommendation by the customer and the customer chose, on free will, to deny that recommendation. My technician stopped work per customer request and charged the customer for the work that was done. My technician did not end the job, the customer chose to not let the technician finish the job by going against our recommendation. Again, that was the customer's choice and her decision was honored accordingly. Just because she disagrees with my technicians recommendation doesn't entitle her to a refund.

  My technician had a service call, $75, and two hours of labor $150/ hour x2 for a total of $300 with the bill totaling $375. My business fulfilled the request to come out to the customer's location and provide 2 hours of labor before the customer chose to end the service call. That decision by the customer does not warrant a refund.

  As for the quote to replace the system the customer is referring to it is common business practice to buy parts and apply a markup to make a profit. I don't owe an explanation nor is the customer entitled to an explanation of that business practice that every business in America follows to some degree. If the customer has a problem with the pricing, we enjoy a free market society and she is free to explore other options and prices with competitors. It is my company policy that we do not install customer bought parts. If the customer wants to get better pricing on parts, again she is free to explore other options as this is a free market society. None of this warrants a complaint to the BBB or a refund.

  To cover the other technician that completed the service with a different and effective approach. Great! I am glad a solution was found and the customer got her camper fixed. But just because another business was able to find a different solution doesn't mean my technician did anything wrong. Again, the customer ended the service call after hearing my technicians recommendation based upon experience. Her not agreeing does not warrant a refund.

  To wrap this up, I do understand the customer's frustration and was able to come up with a refund of $100. We sent that refund out and the customer received it. I believe that was fair considering all the pertinent information. Everyone is entitled to their own opinion and my opinion is that my business practices fall in line and are above board. Just because the customer disagrees doesn't mean I have to refund her. My business was hired to do two services, 1 was to show up onsite and 2 was to work on her camper. He did both and charged the customer in accordance to company policy.