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:03/05/2025

  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.

  I purchased a hot water heater from One Call on 9/10/21. Our original contract was for a Rheem hot water heater however, once they arrived, the hot water heater was damaged. We had a hurricane at that time and they were unable to obtain another Rheem hot water heater and replaced that with an American Standard hot water heater. From the day that this hot water heater was installed I had nothing but issues with the pilot light going out. One Call in the beginning as responsive and sent their tech out to relight the ignition. They told me if I don't take their service contract out on it, they will not service it any longer. I have been going thru PSEG since I have contracts on all my appliances and they have been here, with no exaggeration, 20 plus times to service this hot water heater. They have had to replace the ignition assembly twice since the pilot light keeps burning the wires inside my unit, making this a fire hazard. I am now waiting on a 3rd part which will take up to 2-3 weeks, leaving me without hot water once again. I have tried to contact the owner but to no avail. I have left him several messages early on about this unit, but he never called me to even discuss. I feel that they have sold me a defective unit and left me to my own avail. Not only do I want to file a complaint against them, i want to file a complaint against ***************** as well. They are willing to send me part after part however I feel at this point, the unit needs to be replaced. Its a danger to me and my family since this is a gas hot water heater, god forbid the interior catches fire and will cause my house to explode. I can no longer trust that this unit is safe in my home. I have no physical documentation because **** will not email me copies of all the services that have been provided however, they are willing to discuss verbally all the dates of service and repairs if you are willing to call them.

  Customer Answer

  Date: 03/13/2025

  
  
  Better Business Bureau:
  
  

  Id like to give you an update on the above referenced case. 

   

  I emailed One Call on Wednesday March 5^th about the issue I was having with my hot water heater that they had installed.  The pilot light would keep going out and the wires on the ignition assembly would burn causing it to fail multiple times since it was installed back in October of 2021.  There are over 20+ services on my hot water heater and the ignition assembly had been changed 3 times and was going on a 4^th as of my writing to the BBB.  In my email to Once Call, I did say I will give him 24 hours to respond then 3 hours later, I filed the complaint with the BBB.   Within an hour or so of filing the complaint, I heard from **** at One Call.

   

  He wanted to make things right.  He sent out his technician 1^st thing the following morning.  His technician wanted to change the ignition assembly however, the warehouse where they bought the hot water heater from was no longer selling the American Standard water heater and they no longer carried the parts, nor would they warranty it.  With that being said, **** agreed to replace my hot water heater, free of charge.  He was extremely helpful in having his guys go out that day, buy the new hot water heater and install it.  He even went above and beyond to put a wind deflector on my chimney incase air was coming down the chimney and could potentially extinguish the pilot light. 

   

  I just want to be clear, that **** and his crew at One Call made this right for me and I couldnt be happier with the outcome. 

   

   

  
  Regards,
  
  ******** ******