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:12/30/2022

  Type:Product 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.

  I hired the company to replace two of my water heater in attic on Nov 7th. I paid $4,000 for the project. The company replaced the water heaters and I found there are water-pan full of water on Dec 18th. It must have happened for a while because the screws are rusted already. I contacted the company and a worker was send in but did not fix the problem. A larger water expansion tank was placed but the problem continues. Asked them come again to check as the leakage continues. They did not come. I asked another plumber come in and it is due to very loose drainage valve. Apparently it was not installed properly and there are rust building up on one side of the water tank already. The floor is stained as well. One of the tank has a dented cover as well. Overall, damage has been done due to the leaky valve. The cost of the needed repairs, reduced life-time of the heaters, floor stains and the time I spent on the issue need to be paid by the company.

  

  Business Response

  Date: 01/11/2023

  Hello, thanks for sharing your feedback.
  We're sorry your experience didn't match your expectations. It was an uncommon instance and we'll do better in the future.
  We are a great family company with allot of experience and great customer feed back. Above I have attached pictures of the project before and after and as you can tell the spotting on the floor was already there and no damage was done.
  The dent on the tank is exterior on the laminate and has no future issues with internal of the tank as it is lined with spray foam insulation both tanks had to been taken up and down 3 flights of stairs. with in your home. We have time and location dated pictures if needed to show further proof. Water pressure coming into your home caused water heater valves to malfunction normal supply pressure is between 40-60 PSI and you had pressures of 115 PSI check pictures above we notified you that you had a bad PRV (Pressure Reducing Valve). We apologize that our service did not satisfy your expectations. However the job was done professionally
  Thankyou.

  

  Business Response

  Date: 02/28/2023

  Dear ****, we are sadden we didn’t live up to our usual standards, and I apologize for that. This unfortunately happened because of the current home PRV (Pressure reducing valve), but that’s still on me.
  I really want to make this right. We want to re-emburst you for the ** ******* *** invoice of $325.09 and that is the max we can do. 

  We know your time is very valuable and we always strive to provide amazing service and I’m sorry that didn’t happen this time.

  Customer Answer

  Date: 02/28/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** **