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Business Profile

Water Heater Installation

Water Heater Express

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Water Heater Installation.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/05/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    YOUR SERVICE FEE IS 30 DAYS PAST DUE.You recently had service and your Service Fee of $125 is past due. Please log in to MyAccount or call ************ to make a payment. Nonpayment will lead to contract termination and referral to collections.Due Date: 03/05/2024 Amount Due: $125 Contract ID: ********* Property Address: *********************** Covered Item: Water Heater (Gas Or Elec)Dispatch ID: ********* Pay Now >If you've already made a payment,please disregard this email.Water Heater Express came to my home. First I paid service fee with American Home Shield on my *********** credit card but disputed bill because repair guy did not light pilot light and I file Complaint with American Home Shield. *** agreed to contact Water Heater Express and have repair guy return but when repair guy return, he tells my house he told him to move washing machine and gas dryer. Well my spouse is not a trained plumber to move or disconnect gas dryer. *** was upset and left our home. This is the second visit and no service was rendered. **** *********** returned my money and now I am being billed again for the same service work that was not received, repair was to light pilot light on Hot water heater tank.

    Business Response

    Date: 05/01/2024

    We were dispatched to the customers home for a water heater that was not working.  Upon arrival on 4-5 we were unable to access the front of the water heater due to the washer and dryer being in the way.  As we were there under an American Home Shield home warranty contract we are not allowed to move or disconnect any appliances to gain access to the faulty water heater.  I explained this to the customer and was able to relight the ******************** that day but explained that it will probably go out again.  If and when that happened they were to call the home warranty company again and we would come out.  The following day we received another dispatch.  I called the customer and set up an appointment for the following day to stop by and diagnose/repair the heater.  I made it abundantly clear that I needed them to move their other appliances.  The following day before I left I text the customer to confirm it has been moved and they replied that it was.  Upon arrival nothing was moved and I asked him why he told me it was, he just said he couldn't do it.  At this point I explained that it is 41 miles for me one way to get to their house.  With a total of 164 miles driven for nothing I explained that it would be mutually beneficial for them to find another contractor. 
    We charge the home warranty company a flat fee of $70 plus tax for each service call.  The home warranty has paid us for our time.  At no point did the customer pay us anything or was asked to pay us anything.  Please see the attached pictures to corroborate what happened.  I don't appreciate being lied to and gas for a 12 foot box truck and 4 billable hours were lost to my company.
    Regards,
    *******************
    MP#: ******

Water Heater Express is NOT a BBB Accredited Business.

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