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Business Profile

Plumber

DRF Water Heating Solutions
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for DRF Water Heating Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:10/04/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This complaint is about the failure of a contractor to return the work area back to its original state after completing their work. This failure resulted in a flooded basement for my home. As a result of the flooded basement, I incurred an extra cost of $1902.09 from a water mitigation contractor to dry out the basement. In addition, we lost several personal items including a one-year-old treadmill ($545) and two 40" TVs ($220) that were being stored on the floor.Complaint Incident - 7/6/2022. On the morning of July 6th, I went downstairs to find the basement flooded with about 6 inches of water (we had experienced a couple of days of steady rain). I immediately went to the sump pump to see what was wrong and found it unplugged. As soon I plugged it in it started to run and clear the water. Unfortunately, the damage was already done. No one had been in the basement since the plumbing contractor did the repair to the water heater on June 28, 2022. They did use power tools during their repair. The closest outlet to the water heater by easily 20 feet is the single outlet for the sump pump. I assume they used that outlet and then forgot to plug the sump pump back in which caused the basement to flood due to the rain we had. This is obvious negligence on the part of the plumbing contractor.I called a Water Mitigation contractor (Service Master) to come out and dry out the basement. This contractor cost $1902.09 to complete the service. I have reached out to DRF multiple times by way of phone calls, emails, and customer service chats. I have been promised multiple times they would look into the incident and get back to me. It is now early October and I have not heard back from anyone. I am tired of asking for a response from DRF and not receiving anything back from them I want this matter settled.Attaching a full explanation of contact with DRF as well as supporting documents.

      Business Response

      Date: 10/26/2022

      We have reviewed our notes and contacted the technician who performed the service work on 6/28/2022. We've confirmed with him that no power tools or other electrical equipment was used. There would not have been any reason to unplug the sump pump. 

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