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Business Profile

Plumber

A-1 Plumbing and Heating, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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:10/23/2024

    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.
    We made an appointment to have our boiler cleaned the original cleaning quote was under $200. The tech presented a bill for $400 (over double what we had been quoted) For the remainder of the day, (the day the tech "cleaned" the boiler) it was 80 degrees in the house. The boiler was now running wide open calling for heat constantly. We called the tech, and he said that he would come back to look at it. He did and he ordered a part. Now let me be clear the boiler was not broken before the company touched it. Now we need a part and for him to come back. We waited two weeks for the part to be fixed to get a bill for an additional $600???We had to pay for a new thermostat and part that we did not need before their services. - AND now being charged a trip fee, AND for labor. My husband settled the additional bill for $348.39. We were charged for something that was outside of what they were hired for. I am disputing the charges over the $200 we were originally quoted. The boiler was not broken before their tech touched it. They also never let us know that there would be an additional charge on both occasions. No call back from an owner, manager or someone with authority.

    Business Response

    Date: 10/23/2024

    We are very sorry to hear about your experience. This is not the normal customer experience with our company. The initial boiler cleaning was a fair amount more labor due to the extremely dirty condition of the boiler. The existing service tags on the boiler indicated it was years since the boiler was last serviced. The level of soot was outside the scope of an annual cleaning. It was so bad that the boiler was days away from not firing due to complete soot build up. In addition you requested the technician do add on work to include fact finding to potentially split heat zones and do a glycol test of the anti freeze in the system. This is all well outside the scope of an annual boiler service which was the original reason we were called.

     

    The components that were faulty that resulted in the boiler not shutting off were old, worn, and from having sat dormant, were seized and not functioning properly. It is normal wear and tear on older systems and systems with older components. The labor to come back out and turn the heat off and diagnose the problem is billable due to the fact that existing system components failed. The system was most certainly not "working fine" until we got there. Additionally, there is a charge for replacing an old, broken zone valve in an old system. It is completely unreasonable to expect anyone to fix your system for free. As it is, we discounted the final bill after your husband became irate and aggressive toward my employee.

A-1 Plumbing and Heating, LLC is NOT a BBB Accredited Business.

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