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:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On May 6, 2024. I requested service to fix my furnace and a/c checkup. Worker was here for 3 hours while guessing what was wrong with my furnace and left.. I told him not to return because I didn't want to be charged for any more hours of guesswork and furnace not fixed.. Was sent a quote to fix for $2400.00 next day. A/C checkup which was done was to cost $69.99. Was charged $397.44 total. Called someone else, furnace fixed in 1 hour for $650.00.
  
  I don't feel I should be charged for technicians who are not knowledgeable and a problem that was not fixed and quoted exorbitant pricing.

  

  Business Response

  Date: 06/18/2024

  We always aim to deliver a great experience, and we appreciate you taking the time to bring this to our attention.
  
  I understand that you encountered an issue with your furnace which our technician was unable to resolve during the initial visit. The subsequent quote provided might not have met your expectations, and for that, I apologize.
  
  The charge of **$397.44** that was billed includes the cost of the A/C checkup, the cleaning of the A/C, and the time spent by our technician diagnosing the problem with your furnace. Our technician provided an upfront estimate for the furnace to be repaired, which is a standard procedure we follow to ensure transparency with our customers.
  
  We strive to provide our customers with efficient and effective service. We do not believe in "band aid repairs" and always aim to provide long-term solutions to the problems.
  
  We noticed that you called into our office demanding a refund. Our customer service manager reached out and left a message to discuss a resolution, but we didn't receive a callback to discuss the matter further. We stand behind our diagnostics and, as such, no refund will be issued.
  
  We value your business and regret any inconvenience this may have caused. We are committed to learning from this situation and improving our services.

  Customer Answer

  Date: 06/18/2024

  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.
  
  
  
  Regards,
  
  
  
  *** *********
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Plumbing service performed on 2/7/2024.
  I was shown an itemized statement on the technician's tablet showing the cost of each part of the job to be performed. I was sent an invoice (attached) after the job was completed which only showed the components of the job, but with no individual cost listed. I called the company and asked for an itemized statement showing what each item cost. I was told that they are a flat-rate company and could not tell me what each item cost. They could only give me a total. I said I wanted a copy of the estimate that the technician showed me on his tablet. They replied that once it goes into the computer, they cannot break down the cost into individual components.
  Concerned that they are trying to hide overcharges.
  Also pointed out that I was charged $100.32 tax for a $805.00 job. They said an adjustment would be made.

  

  Business Response

  Date: 02/09/2024

  ******,

  We appreciate your business. We take pride in ourselves offering an up front, flat rate price to complete any job which is always signed and agreed to before we begin any project. We have offered you an itemized invoice detailing each service provided and what the flat rate fee equaled in your invoice. In your case, not all quoted work was needed so additional monies were removed from the invoice as those were not needed or completed. We did have an error in tax calculations and a refund is issued to the payment method you used to settle the signed and agreed to work. Please allow 7 - 14 business days for the refund to process. We apologize for that. We look forward to helping you complete any future projects.

  Thank you!

  Sal's Heating and Cooling, Plumbing and Sewer

  Customer Answer

  Date: 02/09/2024

  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 02/12/2024

  Sal's continues to refuse to provide an itemized invoice indicating the cost for each component of the job. As can be seen by the statement they did provide, it lists items. Each of these items must a dollar value associated with them to then come up with a total cost for the job. Sal's says they charge flat fees and so I want to know what the flat fee is for each of the items in question. I can only assume that they refuse to provide this information because there may be an excessive charge involved somewhere, otherwise individual costs of labor, materials, etc. would provided. 

  

  Business Response

  Date: 02/21/2024

  We appreciate your business. We provided an up front, flat rate estimate which was signed and agreed to. We do not charge per hour, we charge for the desired outcome of the project. Not all of the quoted work was necessary for this project and those tasks were removed from the scope of the work resulting in a lower cost to the customer. There was an error with tax calculations which is being refunded. We apologize for that error and we are making that right. We look forward to helping you complete any future projects. 

  Customer Answer

  Date: 03/01/2024

  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 03/01/2024

  Sal’s keeps
  noting that I agreed to estimate. I have never disputed that, so that does not
  need to be repeated AGAIN. They also continue to note that they have flat
  rates. I understand that as well. They listed the components of the job:
  Task 425: cut up to a 4x4 hole in The Drywall Standard
  Task 423: cut in Access Panel Standard
  Task: ST
  custom estimates: Other custom items that are not in the price book. So
  there is a price book for flat rate fees.
  Each of these
  must have a FLAT RATE FEE dollar amount that is added up to come up with the
  final cost. I want to know what all those flat rates are. I paid $800 plus tax
  to have a hole cut in drywall, an access panel installed, an epoxy applied to
  the hole in the pipe to stop the leak. And no warranty. I am concerned there
  was an error somewhere in calculating the cost. No need to repeat that I agreed
  to the estimate.
  I have used
  Sal’s for years, and so never questioned the cost and details of the job. That
  was my error.

  

  Business Response

  Date: 03/05/2024

  We appreciate your business. Every project we have completed has been quoted the same way. We add the task(s) to the invoice and once that step is completed a flat rate fee for the project is signed and agreed to. Then, and only then, the quoted and signed for work is completed. Once completed, we collect the fee that was agreed to from the very beginning of the project. We are a flat rate company and do not breakdown the price for every item on the invoice. We do not charge an hourly rate, we are flat rate. One price no matter how long the job requires. We look forward to helping with any future Heating, Cooling, Plumbing or Sewer projects that may need completed. 

• Initial Complaint

  Date:11/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  heating and cooling replace my HVAC unit in June this year. They came over 3 times beforre giving me the final quote for the HVAC unit. Knowing that I have an ****** zoning unit with 4 zones. I have been using Sal for past4-5 years in servicing my HVAC unit and they have been very good and trustworthy of their previous service.
  
  After they replace the unit(2 days work) they did not test all the zone and claims that they have completed the job. After a few weeks later when I used the Air conditioning unit. My master zone which is my master bed room are able to maintain the temperature at 71 F at all times but my other zones are 4-5F lower.
  
  ***** is the guy who came and look at my zoning and claims that my arzel dampers were bad 4 out of 5 dampers. ***** end up charging me for the service which I paid. Some other guys came out again to give me a quote to replace the bad dampers and install a bypass damper which the quote he gave me which is about $4500.
  
  I decide to go for 2nd opinoion on this and look up contractors that is listed on Arzel website. I found 4 of them and 4 of them mentioned that they do not see a need of a bypass dampers. After selecting one of them, they came and did the work to replace all the dampers and the control panel with brand new dampers. After working with it for a day and a half they claims that it is not possible for the HVAC to work with any zoning unit. They have this in writing. I was charged for only the labor and the company put back the old arzel dampers, They said there is nothing wrong with those old dampers which they did test.(***** claims that it is bad)
  
  At this point, I want Sal's to get my HVAC working with my zoning either by replacing my HVAC with a brand or model that works with zoning.

  

  Business Response

  Date: 11/20/2023

  Thank you for contacting us. We are working with this customer to resolve the complaint. We have contacted the manufacturer of the zoning system and the furnace manufacturer. Suggestions have been made by the zoning system manufacturer that would resolve the complaint. These suggestions are pending the approval of the customer. This is an email from the manufacturer. 

  Here at Sal's Heating and Cooling, Plumbing and Sewer we look forward to resolving the complaint as quickly and efficiently as possible. 

  Customer Answer

  Date: 11/21/2023

  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  *******************************************

  Base on this video the bypass damper installation, this new HVAC will not be able to last long due to the extreme heat and cold due to the bypass dampers. On top of that my hvac efficiency will drop. This is very clear that this solution were put in place because the HVAC unit that Sal's install doesn't work with zoning. I have the old HVAC unit (carrier brand) and zoning (Arzel) working since 2005 and there is no need of any bypass damper. Bypass damper or dump zones are patched solution. Any new HVAC unit that will work with zoning will not need this bypass damper or dump zone. I do not want a patch solution that will work only for a few years. Once the warranty is over, I will be on my own. 

  I am not really happy with the service that Sal's is providing/provided since the HVAC replacement. There are a lot of alternative solution been presented (none are good working solution) and they are not very honest and transparent with me right from the start. This installation that Sal's did stress me out since they complete the install. Feeling cheat by someone whom I have trusted for the past few years(espeically what ***** said about my Arzel dampers were bad) and no attempt to do the right thing to address the issue correctly.

  I did try to work with Sal and hope they will do me good but so far I do not see it at all.

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

• Initial Complaint

  Date:11/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On Sept 13, 2023 I had Sal's come over due to a leaking vent pipe. I knew what the issue was and described to the technician what needed to be done. We agreed, and then the work that was completed was not what was discussed. After numerous calls with Sal's in which they acknowledged where the miscommunication came from, they have no provided any offer to make it right. I simply did not authorize the work that was completed, and would have never authorized the simple task that was done for $600.
  On top of that, the technician left an incredible mess all over the walls, nearby desk, and ruined $250 of makeup.

  

  Business Response

  Date: 11/13/2023

  Thank you for contacting
  us. I think some things need to be clarified with this complaint. The plumber
  went to the home on 9/13/23 for a free plumbing estimate. Once the plumber
  determined a resolution for the issue, he provided the customer with an upfront
  quote for repairs which the customer signed and agreed to. The
  plumber completed the contracted work promptly and efficiently and the vent was
  not leaking upon completion. Customer called us back 10/10/23 for a heating
  issue which was completed on 10/12/23. No refund will be issued for this as it
  was signed and agreed to before any work was completed.

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  SERVICE DATE: 8/21/2023
  
  We had ***** resolve an issue we had with one of our hot water tanks releasing water from the T&P valve. They were to replace the Water Pressure Regulator Valve, replace the one Expansion Tank with two Expansion Tanks, and plumb the hot water tanks inlet and outlet lines for parallel installation.
  
  The Water Pressure Regulator Valve, Expansion Tanks were installed, and only the hot water tank outlets were plumbed for parallel hot water tanks. After they finished the work the technician stated the parallel lines for the inlet were not necessary, even though we elected to have it done, were quoted to have it done, and paid to have it done.
  
  The Expansion Tanks and inlet lines were installed so close to each other that the tank stem is inaccessible without moving/bending/flexing the water line. This would be needed in order to check or adjust the pressure.
  
  The other hot water tank began releasing water from it's T&P valve. The issue appears to be that when the work was done all the devices were left at their default charge and not set to the incoming water pressure. Water Pressure Regulator Valve (default 50psi), Expansion Tank1 (default 20psi), Expansion Tank2 (default 40psi).
  
  Contacted ***** Heating to speak to a manager, but they had the technician call back to convince us the additional plumbing wasn't necessary. Ultimately he stated he would get the work scheduled, but that never happened.
  
  Since then we had Water Pressure Regulator Valve set to 65 and both Expansion Tanks set to 65, now neither hot water tank is releasing water.
  
  Now we need another company to plumb the inlet line for parallel hot water tanks and the Expansion Tank stems to be accessible.

  

  Business Response

  Date: 11/13/2023

  Thank you for contacting us. We returned to the customers home on November 09, 2023 to review the contracted work. The customer is scheduled with ***** on November 16,2023 to complete the job.  

  Customer Answer

  Date: 11/16/2023

  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  The plumbers arrived today, but unfortunately it does not appear the proper information was relayed to them. They arrived to balance the water pressure PSI, which I had already had addressed, and which was stated in the complaint. The remaining issue is that the cold water inlets to the hot water tanks remains in an unparallel configuration (I stated serial in the complaint, but that is not correct, they are not in a parallel configuration). I have attached two sample diagrams that display what was discussed with the original plumber. Today, none of the plumbing to the hot water tanks was addressed.
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 11/22/2023

  We completed a return visit to this customers home. The plumber confirmed the water heaters are plumbed correctly and operating normally. We have deemed this job to be complete. We will be refunding $259.00 to the customer for the inlet repairs.

• Initial Complaint

  Date:07/06/2023

  Type:Billing 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.

  the rheene hot water tank installed 6/29/3023.. The cost of installation and workmanship was O.K. There was a additional $499.00 fee that was added to bill for a new updated white Pipe .that was necessary because of new building codes. when a new tank is installed. The only complaint I have is what I was charged for a permit. Before the install I was called and reminded there would be an additional charge for the permit. I called the building office to inquire the cost of a hot water permit. The price was $80.38 and $50.00 would be refunded after inspection. I approved the permit fee to be added to my bill. When I received my final bill they added $151.00 for the permit. when I questioned the amount I was told the extra $120.00 was for their prosing fee This amount was never on an invoice and I never saw the building permit

  

  Business Response

  Date: 07/07/2023

  In response to complaint ********. After reviewing this account we are processing a $151 refund.

  Customer Answer

  Date: 07/08/2023

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

• Initial Complaint

  Date:07/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Transaction took place on 6/20/2023. A total of $414.72 was paid for a service call and that required a hole to be cut for a diagnosis of a leak. The charge of $99 was the service call and a "4x4" hole was cut to diagnose ($285). Upon review, a hole of that size was not cut, however, charged at that rate. As the rate of the charge is based on the size of the hole being cut. The diagnosis was also incorrect, as the size of the hole would not be able to lead to a proper diagnosis. This was confirmed by two other certified plumbers as well upon their inspection and review. I called the business to dispute the charge, however, they would take the word of their plumber and not review the actual cut of the hole and incorrect diagnosis. Picture shows (floor joist 16") just one floor joist, so hole could never be 4x4. It is rectangular too, as the size is much smaller, which would be a smaller overall charge. At the very most a 12" x 16" hole. Invoice 118323525. An estimate was also provided of $16k for overall repair. The same repair from another accredited plumbing company was $6.5k. Almost a third of the price, all due to original improper diagnosis.

  

  Business Response

  Date: 07/07/2023

  In reference to complaint ******** After reviewing this account the customer was provided with upfront pricing and was approved by the customer prior to starting.  No refund is warranted.

• Initial Complaint

  Date:06/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 spent 10,000 on a new hvac system with Sals. Just over a year later, it stopped working and was under warranty. They came out and said the new wires they installed were “compromised” and needed replace but it wasn’t on them. Thoe THEY installed it and still… charged me 500.00 dollars! They took days to get out to me, I tryed to speak with the Manager Jason to make sure he can please try and cover it under its warranty and he gave a giant NO. So rude, so unprofessional for something that was SO incredibly expensive for my husband already… the manager took 3 days to call me back on a week we had mid 80s temps and no AC w a 2 year old. They didn’t seem to care. The tech that came out was a total smart ass and rude. Just awful all around. After all the waiting and still charging me on a system they just installed a littles over a year ago?! Unacceptable.

  

  Business Response

  Date: 06/20/2023

  Ms. *******,

  Thank You for being a Sal's customer we value your business, customer service is our number one priority. We will go to great lengths to resolve any issues that may or may not be caused by the installation.  We do appreciate your business with our company an know this is considered a large investment for your home.  We do need to clarify that the wires that were compromised were existing wires. They were compromised by age or a rodent.  In either case this is not a warranty issue and would have been charged for above and beyond the install if needed at the time over a year ago. The new HVAC equipment has been running for over a year, and would not have functioned properly if the wires were an issue at the time of the install, this is why warranty was denied and we charged for this service.  We propose splitting the cost of the service in hopes of keeping you as a valued customer and satisfying this claim.  Thank you for choosing Sal's as your trusted HVAC contractor and we look forward to servicing your in the future.
  

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 had Sals out for ac and furnace maintenance for the year and, while the gentleman was servicing the furnace, he noted some concerns regarding our existing water heater. Based on his recommendation, I ended up scheduling to have our existing water heater replaced proactively (a mistake in itself I now know. I should have just used the old one until it was not functional). A 50gal tank was used to replace a 40gal for $1900. To make it fit, a hole was dug into our crawl space floor. Everything was fine until things became more wet this winter and water began pooling in the hole that was dug. Our heater went out twice and, after the second service call, the quote to repair the problem was $2500. Following this estimate I sought out other opinions and came to the conclusion the issues we were having were due to an improper install. I spoke with someone at Sals to discuss my concerns and ask for a different solution to the problem. What I preferred to happen was to remove the now broken 50 gallon tank, fill in the flooring which had been dug up and install a 40gal or 40 gallon short on the higher ground. I was informed nothing was done wrong and the estimate I was given was the only solution to the water problem in my crawl space. A problem I have not had in the years I have been in this house despite other stretches of very wet conditions outside. I was also informed a 40 short would not fit through the narrow space and it would require moving ductwork for considerably more cost. Following the conversation, I declined to have Sals move forward with the given estimate and went with someone else. I now have a 40 short in the space on higher ground (after filling in the hole Sals dug) without them having to move any ductwork and it continues to run well with no water pooling despite very wet outside conditions. I have had email communications with several people at Sals regarding this matter. They refuse to accept responsibility and continue to falsely blame the space.

  

  Business Response

  Date: 02/02/2023

  At Sal's we take customer service very seriously and it this case the install was not improper and passed inspection. Also, it was requested a larger tank be installed by this client and approved. Digging down to make room for this application is not the cause of water seepage flooding out the water heater and is the direct cause of failure not the installation. I can appreciate the desperation to recoup the losses to possibly apply toward water proofing to prevent this from happening in the future. Yes a new shorter water heater on higher ground which was offered may help but the bottom line is there is water in the crawl space where it is not supposed to be and the cause of this complaint. We do apologize this happened and recommend the crawl space water issue be remedied so this don't happen again and do further damage to your foundation.    

  Customer Answer

  Date: 02/02/2023

  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.
  

  I did not "request" a larger tank to be installed. When discussing the estimate, I was given the option of a 40 or 50 gallon tank. Yes, I did choose a 50 gallon based on the options given to me. Silly me for assuming the options presented to me by "professionals" were valid and reasonable options. Had I been educated on the fact that a 50 gallon tank might not be the best choice, I may have made a different decision.  

  There is absolutely no "desperation" in my attempts to hold Sals accountable for a job poorly done. I do not need to recoup costs to "apply toward water proofing to prevent this from happening in the future" because someone else has already fixed their bad work. I have a functioning hot water tank and there is no standing water in my crawl space. There was never standing water in my crawl space before their work and there continues to be no standing water in my crawl space since their work was corrected.

  Since they are standing behind their excuse that snow melt flooded my crawl space, I would love an explanation as to why I have had no flooding/standing water since having their work corrected. We have had multiple snow melts since as well as heavy rain. Why no issues with that??

  As I have said before, I don't necessarily care that mistakes were made. They happen. I certainly was hoping for some accountability. I believe they know they did wrong and are just waiting for me to go away instead of making any attempt to make this right. I see that they have overall good reviews and I have otherwise had no issues with previous work I have had done by Sals. I have also seen how they respond to the complaints they do have and it does not involve taking accountability. It does involve finger pointing and blaming the person making the complaint. 

  I have avoided making social media reviews and moving forward with small claims court in the hopes this could otherwise quietly be resolved but I guess that has to be my next steps.

  Regards,

  
  
  
  **** ********

  At Sal's we take customer service very seriously and it this case the install was not improper and passed inspection. Also, it was requested a larger tank be installed by this client and approved. Digging down to make room for this application is not the cause of water seepage flooding out the water heater and is the direct cause of failure not the installation. I can appreciate the desperation to recoup the losses to possibly apply toward water proofing to prevent this from happening in the future. Yes a new shorter water heater on higher ground which was offered may help but the bottom line is there is water in the crawl space where it is not supposed to be and the cause of this complaint. We do apologize this happened and recommend the crawl space water issue be remedied so this don't happen again and do further damage to your foundation.    
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 02/02/2023

  The fact remains the larger
  tank was chosen, there is no professionalism needed to make that choice. The
  tank was in working order on completion another fact, there is no “BAD WORK” .  Easy to say after the water issue a smaller
  tank fixed the problem. There is zero accountability here if there was, we
  would make it right. Water simply don’t belong in a crawl space; how did it get
  there? never isn’t forever and you clearly have water in there now.  We were called to quote remedy the water issue
  to begin with. This water heater application is unpractical and uncommon to
  begin with. Another fact is we quoted a repair to fix the water damaged water
  heater and you declined. You then had someone else install a tank which is your
  choice, but we certainly can not do anything after that.  installing a different water heater don’t stop
  water from coming in a crawl space. There are no excuses just facts and to
  answer your question why you have not had any water issues since a new tank
  install only one being can answer that, but it will flood again. There were no
  mistakes made only one, assuming water would not come into the crawlspace and
  damage a water heater installed and expect us to make that right when it is not
  our issue. No, we don’t know we did wrong, and we have zero to gain from the assumptions.
  I am very confident that anyone with a reasonable mind and understanding would
  understand what happened here, maybe call your insurance company to cover the
  loss. As far as the other threats, small claims, and social media, I take that
  very seriously and would advise against that as there is no need. What you
  believe is different than the facts and a taller water heater in a crawl space
  does not cause water to enter it and cause damage. Simple as that. I do apologize
  this happened and I hope it ends here.

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Transaction was on 01/12/2023
  $406.92
  A technician came to my house for a water leak on a furness, they installed 13 mounts ago. He diagnosed that the blower house was cracked and I sign up a repair estimate for $650, with a deposit of $406.92.
  The nature of the dispute is that the diagnosis was wrong and after the technician left I fixed the water leak by adjusting a loose hose clam with a screw driver.
  I contacted the business, and they acknowledged that the problem was easily fixed by me. However, they said that deposits are non refundable, despite the deposit was for an unnecessary $650 dollar repair, due to a misdiagnosis on their part. This could have been easily fixed by their technician during the service call.
  Business offered a credit for future work, but I want my money back as they acted either in bad faith or sent an incompetent technician. Store credit is not an option as I would never call their services again.
  Order Estimate: *********  I would like my money back, and also to have this dispute (or parts of it) visible to other people to warn them against these practices.
  The picture shows the rusty hose clamp where the leak was before adjusting it. I can provide more pictures or other documentation. Also, it is OK if someone want to come to my house to verify that the problem was fixed without changing any parts.

  

  Business Response

  Date: 01/24/2023

  We were called to a water leak on a furnace we installed out of warranty. It is unclear if the diagnosis was incorrect or not as it was agreed and authorized with a deposit to replace the motor. Nobody acknowledged was easily fixed by the person making the complaint. It was signed and understood deposits are non refundable and the process to order a new motor begins once signed. Store credit is the only option and exception or forfeit the deposit as agreed. This is our policy to avoid this circumstance.