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:06/09/2025

  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.

  We have not had hot water for 21 days. They have sent out numerous plumbers and they have all said the same thing, the water heater needs to be replaced/repaired. The maintenance people said that it’s still going be an issue to fix or replace it because they claimed the fix was 8000+ and the owner couldn’t afford to fix it.

  Business Response

  Date: 06/09/2025

  Hello. Why would you over exaggerate the situation.  You made us aware of an issue with the hot water on May 27, 2025 – that was 13 days ago.  As you are aware, we immediately dispatched a technician to your home who was unable to resolve the issue. We then immediately dispatched a second technician to your home who offered a solution to replace the hot water heater at over $8000. The landlord was not able to simply replace this new unit that is under warranty for $8000 but rather immediately opened a warranty claim and parts are being shipped.  We understand that not being without hot water is frustrating but complaining to the BBB is not helpful.  Red Key has no authorization or authority to replace/repair but we have been constantly following up with the landlord, plumber, and the manufacturer to make sure everyone is doing everything they can as quickly as they can to get parts to repair this on demand water heater.  You are complaining about us yet this is not our fault non do we have authority to do anything differently (other than offer our assistance and help others stay on task). While we understand this is an inconvenience, a solution for you to shower and obtain hot water has been obtained. We just have to wait to receive the parts as required by the manufacturer and then they will be promptly installed.   

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23443124
  
  

  Yes, I ended up doing the complaint against you guys. The landlord goes through your company and our main point of contact is your company which is why I ended up doing it against you. 

  
  I did unfortunately get my calendar days messed up and I do apologize for that, but either way 13 days is too long and is unacceptable. It has broken numerous Utah State Codes, Landlord-Tenant Laws, the Warranty of Habitability Law, as well as Tooele Ordinance Codes. Especially where there is a pregnant individual living on the premises and we are unable to maintain a clean and well sanitized area. 

  
  It also is bad timing that by the time I filed this complaint, we had called the plumbing company and they said that the issue is finally being resolved tomorrow. We also do not appreciate the intimidation that you attempted to use on us with legal action when we have not done anything wrong on our part. We thought that this was the best course of action due to the issue of no hot water for this extended period of time. We do accept the message business response now that we finally have date that the issue is being resolved on. 

  Thank you.

   

  Business Response

  Date: 06/10/2025

  Yes, the landlord uses us to service the property... that does not mean that we can authorize service or make decision for the landlord. Did you also complain against the plumber (who the landlord uses that did not replace the unit... no? - the difference is the same; we can ONLY do what the landlord asks us to do).

  No " Utah State Codes, Landlord-Tenant Laws, the Warranty of Habitability Law, as well as Tooele Ordinance Codes"  has been broken! The landlord is required to take action in a reasonable amount of time, which he did immediately and you even stated here that the issue is being resolved tomorrow. You can not expect them to have parts and everything needed from the manufacture on their truck and it did take time for THEM to get what was needed and shipped form the manufacture. 

  If you are not satisfied with the landlord and plumber taking action immediately to resolve this, complain against them and do not slander Red Key. Yes, we will refer slander to our attorney (slander is when you continue to state we have not done anything for 21 days when 1) it was only 13 and 2) this is not a complaint against us, this should be directed against the landlord and/or plumber as we have NOTHING to do with this or are able to have them do anything different. 

  Please note that the BBB also have NO authority!