Reviews

Review Details

• Review fromVickey R

  Date: 10/20/2023

  1 star
  I got a cold call (via Angi) from a guy named Steve (no last name). He called me late at night and starting talking like I had already spoken to him about a water heater. He was very pushy and talking really quickly which made me feel really uncomfortable. He then texted me specs on water heater brand I DID NOT want. In the middle of the call he put me on hold for a while. I finally hung up. And told him I'd talk to him the next day. The next thing he is sending me threatening and aggressive texts and bills phoney bills. He is telling me i dhould pay him $125 or he is going to take me to court bc he allegedly picked up a water heater even though we had not agreement of service.
  I am continuing to get harassed and barrage by threatening texts and phoney bills. I have been advised to contact my local police bc this guy mentioned my kids and is sending me photos of my neighborhood. He is scaring me.
  I had to put a star to post this but if I could would make it a warning.

  Water Heater Express

  Date: 11/03/2023

  We confirmed the equipment needed for this customer, we confirmed the appointment with this customer, we confirmed the date and time for the water heater replacement for this customer. Once we receive confirmation on a job, we order the customers equipment, which in this case is a non-stock item (75-gallon gas), and we paid our technician to pick up the water heater so that it would be in stock for the confirmed appointment the next day. That morning our technician loaded the customers equipment on the truck and subsequently the customer called and cancelled. We have a binding verbal contract and already started work on this customers job. We billed this customer for our time, and for the re-stocking of her equipment in the amount of $125 and will be pursuing legal action against this customer.

• Review fromCARLA W

  Date: 03/04/2023

  1 star
  I am very dissatisfied with Steve @ Water Heater Express who was never hired and gave me absolutely no service…not even a site visit to see the problem. I did not like the advice received from them on the phone call and hired another plumber. Now Water Heater Express has sent me a bill for $125, because they claim that they put the water heater on a truck at my expense. And they are threatening to impose high late fees if I don’t pay. I consider this threat and charge a corrupt practice and will not ever again call Water Heater Express or recommend them to others.
  I put one start because I had to choose a star. This business is shady to say the least. If there were a star-minus, that would be my rating.

  Water Heater Express

  Date: 03/11/2023

  On April 26, 2022, this customer contacted Steve at Water Heater Express regarding her 40-gallon electric short water heater. Since that time, we have been in communication with this customer regarding her water heater issue, answering all of her questions and concerns, verbally and through text messaging. We explained to Carla that a 50-gallon electric water heater is a standard when it comes to electric water heaters and a normal stock item for Water Heater Express. After viewing images sent by Carla, we determined that the 50-gallon electric water heater would not fit and that a 40-gallon electric water heater is what would fit. She agreed to what we were telling her and we then texted her a quote, which she accepted and scheduled her installation for 02/24/2023, between 4-6, hereby establishing a verbal contract between Carla Willard and Water Heater Express. After confirmation, we then went to purchase her 40-gallon electric water heater. When a job has been confirmed along with the time, date and price of that job that constitutes a verbal agreement. On the scheduled date and time of this customers installation, Carla contacted Water Heater Express through a text message stating that she was at a Tuskegeeairmen Event which ends at 4:00 and could we reschedule her job for the following morning, Feb. 25, 2023? We confirmed and agreed upon the new date and time of her installation. The morning of Feb. 25, the customer again contacted us through a text message saying that she was going in a different direction and going with a company that her Godson knows. We wished her the best of luck with her other arrangements and let her know that it is OK to cancel however we already have time and money invested in her project because we had our technician go purchase her water heater, deliver it to our shop only for her to cancel and then pay our technician to load it back onto the truck and drive it back to the point of purchase and return the water heater we purchased for Carla's job. This is not a service we provide for free, and we informed Carla that Water Heater Express would be sending her an Invoice for $125 to cover our cost for this service. We also advised her that any outstanding invoice that goes past 30 days will incur a $25 late fee. Carla refuses to pay what she owes us and now the issue will be resolved through legal action.

  CARLA W

  Date: 03/15/2023

  To the BBB community --
  
  Steve NEVER came to my home, never sent me a contract agreement, never submitted a price that I accepted -- I ask him to copy and paste or otherwise reference ANY agreement that I made with him. I'VE NEVER EVEN MET STEVE!
  
  It is bad business to base a contract arrangement on text messages. Steve did not accurately describe our conversation above. Steve back pedaled on the "safety shut-off valve" installation, called me immediately when I texted him about that installation, and told me that he did not use them because there were many "false positives." I received very different advice from a reputable firm, and I grew wary of his expertise and performance. Moreover, he cut short the call he made to me, warning me about the shut-off valve. He did not call back and I did not talk to him after that shortened call. In short, Steve did not want to install a shut-off installation, urged me to "let the other company do that," and I have that refusal in a voice call.
  
  If Steve continues with the frivolous claim, I will next contact the Montgomery County Board of Commissioners.
  
  I am very happy with my new water heater and the company that installed it.
  

  Water Heater Express

  Date: 04/07/2023

  To the BBB community, we are pursuing legal action against Carla. The Judge will determine who is correct in this situation. Once the results of this lawsuit are available, we will update the BBB community.
  
  Thank you, Water Heater Express.