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:08/16/2023

  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.

  Oasis Heating was contracted thru online service Thumbtack, to replace water heater in my home.Team failed to recover old water heater, and advised my wife, they would recover the next day. Prior To departing, they left the tank to drain in my basement..which resulted in the floor surrounding the water heater, under the stairs..under the wall, and into my finish area of Basement. When asked by wife, what was she suppose to do about standing water on her basement floor, the response received was unable to remove old water heater, and asked for payment, which my wife reluctantly provided.Once i returned home and witnessed this issue, I also realized that there was no hot water. The contacted the installer, by providing him video To show that there was air in the lines.Installer came out, i inquired about the water on the floor..and he gave me the same reasoning to my wife. I asked him about the damages that was occuring, and he has no response.He walked over to a sink downstairs..and ran it was several seconds, and there was hot water.Told me I dont run it long enough.Went back up stairs to check, installer left. Still no hot water.Went back downstairs and discovered that then main water later to upstairs was never turned back on.Installer, didnt provide any paperwork (water heater instructions/registration/contract) to my wife of the work done, no instructions other than wait 45 mins..and she would have water, never tested the ensure all lines were bleed, never adjusted the temp setting which was set to the highest level. Finally, never provided any assistance or options to the rapidly draining water heater..but left it for her to clean up..which causes us to have to remove all the carpeting in the main room..which running 3 dehumidifiers, 1 ea air power mover, wet vacuuming..and numerous towels to soak up water.Had to contract a different company to install a new heater, and to code.

  

  Business Response

  Date: 09/14/2023

  I contacted customer the day after, and requested to pick up water heater, with the response of "we found someone else to do it for us, we do not need you to do anything else for us, please do not come back to our house" after several times trying to contact them, I figured that they had it handled. I attached the final text message I had with the customer, so I was at a loss of what to do. With the customer telling me not to come back to his house to do anything I was kind of in shock, and figured that they had it handled. My sincerest apologies to the customer, but with that kind of text message, I didn't want to stir the pot anymore. I was trying to do the right thing, and pick up the water heater as I said I would, but the customer didn't want me back at his house apparently. After replacing the water heater.