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:02/09/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  DP Bartlett Plumbing and heating sent James to my home on 11-3-22, (invoice # *****) to perform an annual heating service. I have Bartlett's do this yearly for inspection and to prevent issues with my boiler in the winter months. On 2-4-23 I woke to find my heating system not working. I called Bartlett's for service. The tech, Wade, replaced the protector relay then the CAD cell flame detector and still the boiler would not start. The tech then removed the combustion head to find the nozzle, replaced 3 months earlier to be heavily carboned which was blocking the CAD cell from detecting flame which stopped the boiler from starting. At this point Wade stated to me that the system was running far to lean, the nozzle that was installed in November was incorrect, the ignition electrodes were set incorrectly, and the amount of air flow being allowed into the combustion chamber was too high. All these factors contributed to the nozzle being so heavily fouled. Each of the factors that was reset by Wade were all part of the annual service which was performed 3 months earlier. The tech finished the repair and while he was leaving, he stated that he was not going to write a bill for me at that point but would speak with James because the service was not completed correctly in November. I received a bill for the service (invoice # *****) for the weekend service in the full amount of $322.92. Although none of the parts replaced during the weekend service were faulty, I told Wade to leave them in place. After the latest service the boiler runs considerably quieter and for a much shorter duration. I have no issue paying for the parts installed even if they were not required. I do have an issue with paying $165.00 for a weekend service which unnecessary if the November service for $139.00 had been done correctly. I have contacted Bartletts to discuss this issue but the person, Tyler, who owns the company and has the authority to correct the issue will not return my calls.

  Customer Answer

  Date: 03/02/2023

  Tyler B******* of DP B******* & Sons contacted me on February 13, 2023 at approximately 1:30 PM. This individual was clearly agitated that I filed complaints with your agency and the NYS AG. He offered several reasons for the need for the service call on February 4, 2023. The first of which was there is no right or wrong way to do an annual service. I offered that there is in fact an infallible way. If the boiler fails and I am informed by another technician from his own company that the failure was a result of previous work this would indicate a “wrong way”. The next issue was a question as to why I felt the need to file these complaints. My response was if Mr. B******* had returned my calls as requested there would have been no need to take these steps. He then stated that he runs four businesses and doesn’t have time for this type of complaint. I answered B******* by asking how his running four businesses was my problem. At this time B******* stated, “you are just bing an *******”. I responded to him stating his sole reason for calling me what he did was that I countered every reason he offered and that I wasn’t agreeing with him. The phone call ended with my reiterating that I would only pay for the parts listed on the bill which I told the technician to leave. I would not, however pay the $165.00 weekend service fee. He gave no confirmation of agreement and hung up.  I reaffirm my previous statement that even though the technician that performed the weekend service replaced several parts without the boiler working properly I will pay for those parts. The repair of the boiler was only completed by performing manual readjustments to the system and was not the result of hardware failure. After the boiler was running properly I did tell the technician to leave the parts in place. The system was now operable and with the outside temperature being –30  degrees my goal was to keep the system running without further delay. At this time I believe the proper action to be taken by DP B*******s and Sons is to send me an adjusted bill reflecting a charge for hardware only in the amount of $144.72 including tax.

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  The date of service to have 2 toilets installed in our home was 10/26/2022. The cost for this service was $276.48. $110.00 an hour for their services. The toilets were installed, one upstairs and one downstairs, each installed by a separate plumber. While my wife was looking at the finished project downstairs the upstairs plumber peeked his head in the livingroom and told me they were finished and handed me the bill. He then left the house. When my wife came upstairs and looked at the toilet she noticed it was crooked. I then looked and saw that the toilet was at least 1-2 inches off center. At this time I immediately called the company as the plumbers were not even 4 minutes down the road. The receptionist then talked with the 2 plumbers and I was told that they said the toilet was "installed as it should have been, that there is only one way to do it!" Well we have had toilets there before that sit perfectly straight and on center. I was told there was no reason for them to come back. The next day I called again and his same receptionist told me that the "guys again said the toilet was installed correctly and we would have to make another appointment and get on the list." Well here it is 41 days later and numerous calls to this company later, and we are still without a straight toilet. I have been told that "our problem is not as important as others who may not have heat" ALL this information has been told to us by this receptionist whose name is Anita. I have been unable to speak to any supervisor about this or have somebody come check this toilet out 41 days later!! It would only take a few minutes to look and find out for positive if this problem could have been resolved. Now I have had to hire a different plumber to come help with this issue. This whole ordeal could have been prevented if someone could have come back and looked, not just say "yes the job was done right" Thank you for you time. Mike McCabe.

  Business Response

  Date: 12/19/2022

  Called business and this was relayed:

  They were told they they would need a contractor to cut into concrete and or tile, in which we do not do.   

  Customer Answer

  Date: 12/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is a statement as to why we do not agree with Bartlett's response to our complaint. IT IS NOT TRUE!

  As you can see in the pictures we originally sent and the one's sent today, there is no concrete or tile to "chip away at." But do notice the toilet is now installed correctly. We had to hire someone else to come fix their shoddy work. A 10 minute fix!

  This woman, Anita, who answers the phone does not know what she is talking about. As stated in the original complaint numerous calls were made to this company asking them to return and fix the problem. This woman, Anita, NOT A PLUMBER a receptionist, time after time refused to send anyone back to our residence because she said the job was done correctly. We had one toilet installed upstairs in the main bathroom and one installed in the basement, secondary bathroom. The toilet in the basement does have a tile floor but was put in correctly, no issues with that. The upstairs toilet is the one in dispute. Each toilet was put in by a different plumber but on the same day and time.

  What we want is to be reimbursed for half the total of the bill. We tried to work with this woman many, many times but could not get through to her that we needed them to come back and fix the crooked toilet. 

  Anita is not a plumber and should not be making decisions based on "what was told to her by the guys."

  There is no concrete or tile to be chipped away at Anita!!

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