Complaints

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• Initial Complaint

  Date:11/28/2024

  Type:Sales and Advertising 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.

  On Nov 11; 2024 **** ******, owner of JLR Plumbing installed a replacement water heater at our residence @ ********************************************************************* This was per our phone order for a new replacement unit to replace a defective one. During the removal of the existing hot water tank, located in the basement, the existing unit leaked dark ***** water on the carpet from the furnace room location in the basement, across the family room area and up a flight of carpeted stairs to the main floor while being removed by Mr. ******* Upon exiting the front door with the old tank, the doors entrance threshold was damaged A center section was broken into pieces. No acknowledgement of the damage was made by Mr ****** and he left the premises. The damage was not immediately noticed by my wife, ******** However the stain across the entire basement and up the stairs caused by the leaking tank was pointed out by ******* to Mr. ****** whose reply was " you need to get on cleaning that stain asap ". No offer to address the stain damage to the carpet was offered by MR. ******* A short time after Mr ****** had left the premises, my spouse ******* discovered the damaged door threshold. Mr ****** was notified by phone and email of the damages caused by his removal of the old tank on Nov 11, 2024. He request by phone that we send him photos of the damage and denied any knowledge of the damage to the threshold. The requested photos were sent via email to his Gmail account on 11/14/24. Additional photos more clearly showing the damages to the door threshold were also emailed to Mr. ****** on 11/25/24 along with a request of what his intentions were to address the damages as there had been no response from Mr. ****** at that time to the earlier email on 11/14/24. Mr ****** requested a phone call to discuss the situation on 11/25/24 I declined as to keep any future correspondence in written form.

  Business Response

  Date: 12/11/2024

  We are writing to address the concerns you raised regarding the recent water heater replacement complaint.
  We believe there may be a misunderstanding about the circumstances surrounding the removal of the old water heater.
  The water heater, which was the original unit in the house, had been neglected for an extended period. This lack of maintenance led to a buildup of sediment and the development of pinhole leaks. As a result, water accumulated in the drip pan and surrounding insulation, causing significant water damage to the heater and its enclosure.
  Due to the severity of the damage, the water heater had to be removed. Unfortunately, during the removal process, some residual water leaked from the tank, causing minor drip damage to the flooring.
  

  Due to these factors, the removal of the water heater became a complex and challenging task. The presence of residual water and sediment, made the unit heavy because it could not be fully drained. As a result, the tank needed to be transported and disposed of, at no additional cost, from the basement to the first floor. Unfortunately, the old and fragile threshold, likely original to the house, was damaged during the removal of the heavy water heater. The plastic component of the threshold was hollow and susceptible to breakage, even under normal weight.

  We understand that any damage to property is frustrating, and we apologize for the inconvenience. However, we believe that the primary issue was the deteriorating condition of the water heater itself, which necessitated its removal. We understand that this situation was inconvenient for Mr. ******** However, we want to emphasize that we strive to provide the best possible service, even in challenging circumstances. We always aim to inform our customers about potential issues and take necessary precautions to minimize damage and additional costs. We have several hundred five star reviews for testimony.

  Despite our repeated attempts to resolve the issue, Mr. ******* has unfortunately declined to engage in further phone conversations or email correspondence. While we understand that frustrations may arise, we remain committed to providing exceptional customer service and resolving any concerns promptly.
  We have gone above and beyond to accommodate Mr. ********* needs, including calling, emailing, offering in good faith significant refunds, and alternative solutions. However, due to his unwillingness to communicate, we have been unable to reach a satisfactory resolution.
  We sincerely hope that Mr. ******* will reconsider his decision and allow us to work together to find a mutually beneficial solution. In good faith without accepting responsibility have offered him $600 which by his actions and behavior is forfeiting.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22615222

  Many mis-leading statements in JLR's reply here. The door threshold  was in perfect condition and had many heavy deliveries made thru it, such as washer/dryer, heavy furniture, etc.  JLR 's dolly he used for removal broke the threshold on his exit. The furnace room where the hot water tank was removed was flooded with ***** water  and JLR made no effort to warn us that it would leak all the way out so we could prepare the surface ahead of removal. In a email reply to me after the incident he denied any knowledge or responsibility  for the damages.  I have since submitted a claim to his insurance carrier as per instructions at ****************************************. I also informed him that we would get estimates for the repairs if he wished, which he did not respond to. I informed him that all correspondence would need to be in writing and no phone calls.  He continued to call anyway and persist to try speak by phone. He is now attempting to stall the claim decision.

   

  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/07/2025

  This addresses the concerns raised in the recent complaint regarding the water heater replacement.
  The original water heater, neglected for an extended period, was in a severely deteriorated condition with significant water damage. This necessitated its removal, which proved challenging due to the weight and the presence of residual water and sediment. Unfortunately, the removal process caused minor damage to the fragile original threshold.
  We understand the inconvenience caused by this situation. However, the primary issue was the pre-existing condition of the water heater. We strive to provide excellent service but unforeseen circumstances can arise.
  Despite our attempts to resolve the issue amicably, including offering significant refunds, Mr. ******* has refused further communication. Mr. ********* claim is submitted regarding damages incurred during the water heater replacement and is currently under review. He will be paid accordingly.
  We have fulfilled our obligations and believe this matter is now closed.
  Sincerely,
  JLR Plumbing