Complaints

This profile includes complaints for Charles Lutz Enterprises, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Charles Lutz Enterprises, LLC

  Madison, PA 15663-0363

• 

  Charles Lutz Enterprises, LLC

  573 Herminie Rd Herminie, PA 15637

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:11/17/2022

  Type:Product 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.

  This past November of 2021 I was referred to Lutz Enterprises, (Plumbers) for a Hot Water Tank replacement. LUTZ installed a new 50 gallon Hot water tank at a cost to me of $1642.00 of which I paid in full without question. This past June of 2022 an electrician I had at my home providing me an estimate for some electrical repairs noticed the 'Venting' on the Lutz installed hot water tank was improperly connected and leaking. This was a major concern with regards to carbon monoxide so I immediately contacted LUTZ plumbing and was told they had nothing to do with 'Venting' however they would dispatch someone to my house the very next morning. They never showed nor was I called that next morning. I then went online to find a plumber who could 'fix' the venting issue and come to my home the same day. They 'repair' cost me $225.00. I then contacted LUTZ demanding reimbursement of the $225.00 I paid another plumber and the response I received from LUTZ was I did not afford them the chance to come out and repair the improper vent installation and also suggested the plumber I used was deceptive and under investigation. Lutz refused reimbursement. I did not like the implication that I or the plumber I called to fix the Venting on the Lutz installed Hot water tank were attempting to defraud as Lutz was in fact afforded the opportunity to fix the leaking vent. I explained who first noticed the venting issue and to this day I remain ignored by LUTZ enterprises despite my using them three times with the assumption they would stand behind their work. I am seeking a refund of $225.00 for the needless aggravation I have endured plus monies paid to LUTZ for what was to be a professional plumbing repair backed up by positive customer service. Instead I remain ignored some 6 months later after advising Lutz of the problem.

  Business Response

  Date: 11/29/2022

  We appreciate the opportunity to respond to the customer’s comments. We installed a new gas hot water tank for the customer on November 22, 2021.  Six months later, on June 7, 2022 at 5:17 PM, the customer called and stated that someone told him that the vent for the hot water tank was installed incorrectly. The customer did not state that it was an emergency, he never mentioned leaking carbon monoxide and he did not mention whether or not he had a carbon monoxide detector. The first step if there is a carbon monoxide leak is to shut the gas off to the tank. Since that was not done, we had no reason to assume carbon monoxide was an issue. We told the customer that we would send someone out the next day (June 8, 2022) to assess the situation even though we already had a full schedule.  At 11:30 AM on June 8, 2022, the customer sent us an email stating that he had been waiting for us all morning and wrote: “Don’t bother. I will contact someone else to correct the problem.”

  We are a small family owned and operated company and we stand behind our work. The customer did not give us adequate time (only 3.5 business hours) to look at the hot water tank ourselves nor did he give us the opportunity to correct any issues that may or may not have existed, which we would have done at no charge to him. The customer’s complaint states that he chose a company that could come out the same day, however the service date on the invoice from the other company was June 15, 2022. Additionally, the company the customer chose to use has a BBB rating of “F”.  We are not responsible for expenses the customer incurred after June 8, 2022 at 11:30 am when he sent us an email stating he longer wanted our services.

  Customer Answer

  Date: 12/05/2022

  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.
  
  

  I will now address the reply you received from LUTZ Enterprises (Plumbers).  The person who submitted the reply to my complaint states I called them about a 'Venting issue' on the hot water tank installed by LUTZ last November of 2022.  They falsely claim I did not state it was an emergency or a carbon monoxide issue.  FALSE!   I called LUTZ after it was pointed out to me by the electrician that the venting was improperly installed on the LUTZ installed hot water tank.  I called LUTZ and the person I spoke with claimed they had nothing to do with any 'Venting' pipes on the hot water tank which is false.  I challenged that false comment and demanded they send someone to my house ASAP.

  I was told that a repairman would be dispatched to my home the very next morning and was asked if I was available between 7 and 8 AM.  I advised I was and would be waiting.  The next morning I waited and waited however LUTZ did not show up nor did anyone from LUTZ call me. Being concerned I started to call around to locate a plumber to come and repair what LUTZ improperly installed.  Later that day around 5 pm LUTZ called me and said they were 'tied up' with other work and could not make it to my home.  I advised the person who called me that they were to have been at my house early that morning and they denied having said that.  That infuriated me especially having paid  $1642.00 to LUTZ for the new hot water tank which was an overcharge of about $350.00 as I was to find out after speaking with other plumbing companies.  LUTZ was advised in a prompt and courteous manner of their improper installation of the Hot water tank vent system yet they chose to ignore me then call me late in the afternoon attempting to stall me with excuses.  LUTZ further demonstrates it's unprofessional manner by claiming the Plumber I used was under investigation and has an 'F' rating by the BBB.  
  
  A professional competent Plumbing company would have never asserted they had nothing to do with 'Venting' and would have promptly showed up to 'fix' the problem they created without lame excuses.   I expected the reply provided to the BBB by LUTZ.  I might also add that this past October I had a new furnace installed and the technician noted the expansion tank installed by LUTZ had no support hanger installed stating the weight could very well have caused the tank to break off.  Fortunately the HVAC tech installed a hanger which should have been done by LUTZ.  Because of LUTZ plumbings poor workmanship this hot water tank has cost me in excess of $1867.00.  A truly professional company would have refunded me the $225.00 I had to pay for poor workmanship!
  
  

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

  Business Response

  Date: 12/05/2022

  We stand by our initial response. Thank you.

  Customer Answer

  Date: 12/06/2022

  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.
  
  

  I expected this reply from LUTZ.   They have no further response because they know they refused to come out and properly fix what was a highly unprofessional installation of a hot water tank at an inflated price not caring the least bit that the hap hazard installation was a danger to me and my family.  Lutz plumbings refusal to compensate me for the problem they created demonstrates their incompetence and unprofessional work ethic.    
  

   

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