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:07/12/2024

  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.

  I have been trying to get the gas lines hooked up in my trailer so that the natural gas company can hook up my gas service since February. I have been living in my trailer since June 5, 2024 and have had no hot water the entire time I’ve been here. I am physically disabled and the cold water makes my pain worse. I have had to call this company no less than 10 times to get them to install a gas line and connect it to my furnace and hot water tank. On at least three different occasions I have had to be home all day, having to cancel my medical appointments for the day, just to have them not even show up or even call. After the first day when they were here on June 17, they did not tell me that they were not done with the work and they also ran the line right next to where my ramp, so that it would obstruct my handicap ramp when the meter is installed. They said they’d charge me (I have not received the bill yet) to correct this. Upon moving the line to the correct place, they didnt install the flex tube that both myself and the gas company told them that they needed to do and they didnt hook up the hot water tank. I called them and requested a phone call back for two days in a row before I heard from anybody. At that point, I was told that they would come out that day, but the hot water tank would not pass code and theyd speak to me about replacing it when here. nobody spoke to me and they hooked up the hot water tank so I thought it was OK. Today I called National Fuel to place the meter and start my gas service. I was told the hot water tank failed because it had no vent on it, even though Luton’s hooked it up that way. Nobody spoke to me about replacing it like I was told. Also, when the gas company tested the line, it leaked for air and failed, so my service can still not be turned on. Upon calling the company I was told the person I needed to speak to would not be in until the 23rd. I said this was not acceptable and they did not offer any alternative.

  Business Response

  Date: 07/24/2024

  We were contacted by ********* to install new gas line for her furnace and hot water heater in her mobile home. We scheduled the project for 6/3/24. National Fuel had selected a location for the meter to be set. Unfortunately, the customer's carpenter built a ramp that interfered with the location National Fuel had selected. This added more time to the job and because of that we had to reschedule to complete. We did have to reschedule once more but did return until 6/17/24 to finish. On 7/10 we received a call from a National Fuel employee who informed us the customer was responsible for the final connection and we returned the next day on 7/11/24 to complete that item. When the gas company came to turn on the gas service we did have a small leak and the gas company mentioned the the hot water tank was not vented to code. The hot water tank was previously installed, but not by Luton's. Our plumbing manager Cody did meet with the customer immediately after being forwarded the info to get these items corrected on 7/15. Once those items had been corrected we considered the project complete. We would have loved to completed this project in a quicker time frame but some issue outside of control did create delays and during our peak season, scheduling can become very difficult. 

  Customer Answer

  Date: 07/24/2024

  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,
  
  
  
  ********* *****