Complaints
This profile includes complaints for George A Morlan Plumbing & Appliance Co's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/23/2024
Type: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 9/11/2024, George Morlan Plumbing Supply installed a new hot water heater. It was installed improperly. On 9/12/2024, I smelled gas coming from the new hot water heater. I called the company, and they said it might just be a new smell coming from a new hot water heater.I smelled gas again, 9/13/2024, and called them twice, and they said they could not come out to the house, as they had no trucks available in the area. They said JUST CALL NW NATURAL GAS.I called *************** and they were at my house within 30 minutes. The gas was leaking from a improperly installed Value. The gas company said I could of had a Gas Explosion or died from carbon monoxide poisoning.
Business Response
Date: 10/24/2024
On September 13, 2024, the customer contacted our service department, reporting a gas smell at her residence and requesting immediate assistance. At the time of her call, all our service trucks had already been dispatched for the morning. The customer was informed that she would be placed in an emergency queue for the next available plumber. Our salesperson also suggested that she may wish to contact **************, as they might be able to respond more quickly.
To date, no documentation or evidence has been provided by the customer or ************** indicating that any aspect of our products or installation was faulty. Based on our experience with ********** Gas technicians, if they identify a gas appliance that is defective or hazardous, they will "red tag" the appliance, shutting off the gas and attaching a tag that specifies the appliance cannot be relit or operated until the identified issues are addressed by the original installer or a licensed professional.
While it is uncommon, it is not impossible for a minor gas leak to occur shortly after the installation of a new gas appliance. As part of our installation process, we use a gas leak detector or soap and bubble solution to check gas fittings, and our plumbers are trained to be vigilant in detecting any gas odors before leaving the job site.
We do not dispute that there may have been a small gas leak at this location; however, it is important to note that explosions resulting from minor gas leaks are rare due to the specific gas concentration and ignition source required for such an event. In my nearly 30 years with the company, during which we have installed over ****** gas water heaters, we have never experienced an explosion related to a gas leak from any of our installations.
The current issue is the customer's request for a full refund of the product and service, which we find unreasonable. Should the customer provide documentation from ********** Gas detailing the corrective action taken, along with any out-of-pocket expenses incurred, we are prepared to reimburse those costs accordingly.
I sincerely apologize for the distress the customer experienced. I have also reinforced with our staff the importance of treating reports of gas smells with urgency, as the perceived risk is understandably higher for consumers who are less familiar with gas compared to industry professionals.Initial Complaint
Date:03/08/2023
Type: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 water heater through George Morlan in 2019, which they installed. Shortly after the installation, I heard a noise coming from the water heater, so I called up their service department. The person I talked to was very rude, but eventually told me I had water hammer and that I needed my pipes replaced, and that it wasn't an issue with the water heater. They refused to do any sort of inspection of the water heater or give me any additional help.Per their instructions, I installed water hammer arrestors, and the summer of in 2022 I had the house entirely repiped. The sound from the water heater didn't stop happening. I called George Morlan again, and they once again told me that I had water hammer and needed my pipes replaced. Once I told them that I had entirely new pipes, they gave me the service number for the water heater manufacturer.I found out from the water heater manufacturer that George Morlan had never registered the water heater through them, despite telling me that they would, and that the noise I was hearing meant the water heater was defective. Since the water heater was under warranty, they replaced it, but I had to get George Morlan to do the replacement and pay George Morlan for the installation.George Morlan didn't charge the regular going rate for plumbing work in this area for the installation ($150-200). They charged the exact same price as the cost of the water heater (almost $900), for less than 1 hour's work. And, they once again didn't register the replacement water heater.I've already tried to resolve this issue through mail, but I haven't heard anything back in over 2 months.I'm incredibly dissatisfied with the service, the way I was treated by their service team every time I've called them, the exorbitant price they charged for less than 1 hour worth of work, and the lack of any sort of response to my attempts to resolve the issue. I'm flummoxed that they have an A+ BBB rating, considering everything I've experienced.Business Response
Date: 03/20/2023
In preparation for our response to this complaint, we reviewed all available work orders and records dating back to the original water heater install 04/16/2019.
It is unusual for our company to refuse a service call on a customer complaint with respect to a recent water heater install by our service department. I have searched for both electronic and paper records but have been unable to find any call records relating to noise complaints from this water heater installed in 2019. In the future, we ask the consumer to immediately request a manager or supervisor, if they feel an employee is being rude, and or non-helpful, in resolving any problem.
We do sincerely apologize for an employee rudeness, and all complaints are taken seriously, investigated, and managed as quickly as possible.
Although we feel there are misunderstandings by the consumer in their complaint statement and attached letter, it is obvious the consumer feels they have been aggreged.
The manufacturers warranty for the water heater originally installed, notes the tank and parts will be covered for manufacturers defects for a period of 12 years from the date of purchase (install) and ONE year for labor coverage. This warranty does not cover the additional items used to plumb the tank to the homes water system, connect electrical or gas as required or bring the water heater up to any municipal codes. Therefore, in most cases, a warranty replacement water heater takes a similar time and materials to install as the original water heater. Factually, a warranty replacement takes additional time on the backside of the transaction for paperwork submittals, handling of the defective tank, etc.
Our pricing is always stated up front, at the time of the order. The warranty exchange pricing was agreed to by the consumer when ordered. Our pricing for water heater installs is based on averages of time, material cost that are included in the install package, labor costs, etc., and reviewed annually. This pricing is commonly known as FLAT RATE pricing. Using this type of pricing structure is common in the plumbing industry and does not vary based on time on the job. If this job took all day to complete, the original price agreed to would not increase.
In review of this complaint, costs involved, and monies collected, we can offer a special Friends and Family discount of 20% on the invoiced labor amount of $899.00. This discount is not an admission of guilt, liability, or responsibility. If the consumer accepts our offer, we will have a company check sent to the consumers ****** home address we have on file.
We hope this apology and discount may bring this matter to a positive conclusion for both parties. us why here...Customer Answer
Date: 03/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and while I am disappointed that it took me having to go through the BBB to get a resolution or even communication back, I will accept the business' offer of the 20% discount in form of a check.
Sincerely,
*****************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.