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:09/13/2024

  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.

  Tech from **** for 1st time recommended maintenance of ********** efficient water heater SSHC installed 12/22. Came unprepared to do de-scaling of unit, major component of recommended maintenance. Declined to use white vinegar at hand suggested by Rinnai. Said they do it every 3 yrs. Necessitates hiring another ************ was asked if new appt. needed to address air filter leakage problem occurring on gas boiler (installed by SSHC, 12/4/20), he declined. To replace leaky air filter, shut off "valve" later identified as gas ****, substituted by SSHC for a ball valve at time of the gas boiler install. Gas c*** began to leak water when water back on. Tech pointed to it, said there was no way to tighten it. Said a section of pipe had to be cut to fix. He added ball valve to this area of pipe. He attempted to solder pipe in place. Cut pipe too short. With water back on, solder failed, leaking. Said he couldn't fix it,pipe needed to be propressed & someone would have to come back. Soon after he left, circulator control panel flashed safety signals. Power had to be shut off. System inoperable. On 9/4, I called SSHC for an appt to restore boiler to operation. Service said "no date & no time" available. 9/4, I emailed photos showing added ball valve to be a used item, black mold and rust on it. Photos also showed electrical wires next to added pipe section, singed in soldering attempt. No response to photos. Invoice sent to us for work done previous day. No response to *************** mailed to Service Manager 9/7 or additional photos emailed to Service 9/8 proving added ball valve was a used item. Boiler inoperable, delay in setting appt to fix, & used condition of ball valve installed, unacceptable. Ask invoice reduced by $49.36 cost of 1/2" IPS ball valve, plus tax, & 1/2hr of labor, $82.50 for substandard work by unqualified personnel, requiring add'l outlay. Ask written apology, new invoice less ball ************* labor, after which will remit total of $340.23

  

  Business Response

  Date: 10/07/2024

  Thank you for reaching out and sharing the details of your recent experience. We deeply regret the inconvenience youve encountered and appreciate the chance to address the matter.
  We completely understand your frustration with the maintenance of your ********** water heater, as well as the issues related to the gas boiler and air filter leakage. Its clear that the service you received did not meet the standards we strive for at SSHC, and we sincerely apologize for that.
  With regard to the descaling of your water heater, while our technicians typically use professional-grade cleaning agents per manufacturer guidelines, we acknowledge that we should have been better prepared for the service and communicated more effectively. Were sorry for any confusion this may have caused.
  We also recognize the issues with the installation of the ball valve, the soldering problems, and the subsequent inoperability of your boiler. The photos you provided showing the used valve and the singed wires are unacceptable, and we regret the oversight.
  Your business is important to us, and we are fully committed to resolving this matter to your satisfaction. Thank you again for bringing these concerns to our attention, and we look forward to making things right.

  Customer Answer

  Date: 10/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  As I had suggested they do, the business subtracted from my service invoice, the cost of the used part and the half hour of labor associated with it. They did this after I remitted payment on 9/23/24 subtracting that amount. The installation of the used part and leaving our boiler inoperable were our main complaints. Regarding the water heater descaling, which is also called flushing the heat exchanger, the Rinnai Sensei Owner's manual recommends undiluted virgin, food grade, white vinegar which I had on hand (P.80) at the time of the service call.
  However, I have reviewed the response submitted by the business and together with their removing the charges for the used ball valve and labor, I have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *******