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:10/09/2023

  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.

  We had a ******* system installed. Prunty’s ran the gas line across the house and bolted it to the house instead of burying it. I did okay the electrical line across the house but I was never asked about gas line. It has decreased the value of the house. There are also two pieces of hardware they used for ******* installation that are completely rusted as if old parts were used. I have called several times and emailed without response. One phone call was answered by an Emily and I asked if I could schedule an estimate. She did not seem happy with my phone call and nothing was ever scheduled. My last email was sent June 9, 2023 with no response. I just want the gas line buried and not hanging off my house and actual hardware that isn’t completely rusted like they were leftover from another job. Any electrician can not do this because it would null and void my warranty.

  Business Response

  Date: 10/09/2023

  On 9/17/22 Izak met with ***** at her home after being contacted by her Father, ****** **** with ****** information to reach out to her and give her a quote on a generator, and explained where things would be ran and where the generator would go.  On 9/27/22 estimate #311 was sent directly to ****** email and attached is a screenshot of the estimate sent where it states, “running 1 inch stainless steel gas line along the exterior of the house to the generator”. Another screenshot is of emails exchanged showing we were fine with providing an estimate for this to be changed.  The June 9th email must have gotten mixed in with emails not checked because I did not see it until I just searched her name on our gmail account. The hardware she is referring to was not left over from another job, they were brand new when installed (screenshot of one of the material slips with these items purchased are highlighted ) they are black iron gas fittings that will rust over time from weather unless painted, Izak can clean them with a wire brush and spray paint them black if preferred. 
  
  I do not have a screenshot of the invoice sent directly to her because it was mailed to her Father since he was the one paying for the job, but it would state the same as the estimate. 

  
  We are not unwilling to provide her another estimate for this work to be done and apologize that it must’ve gotten mixed in with another list and Izak nor Emily reached out to schedule an estimate. 

  Business Response

  Date: 11/02/2023

  In response to our original response not resolving the consumers complaint:  The 1 inch gas line on the exterior of the home is done correctly.  1 inch Flash shield gas line does not need to be encased in anything and is securely strapped to her home (screenshot of picture she submitted included where you can see it is strapped) and was not haphazardly whenever we left the job once it was completed.
  
  
  As stated in the original complaint about wanting an estimate to “want the gas line buried and not hanging off my house”  or mentioned in the most recent response “brought down along the ground, up - possibly framed around the door, back down along the ground to the hookup, encased in something professional looking”, are  both ways we could give estimates on.  We apologized for not getting back to her about setting up an appointment in the last response and  stated we are not against giving her an estimate to rerun this.  This is something that could be done.  Izak is typically available any time during Fridays to meet and provide estimates.

  Customer Answer

  Date: 11/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I feel I should have had the gas line discussed with me prior to bolting it to the side of the house. They plainly explained the electrical side but not the gas line. They justify it by stating that it was clear in document they sent with a description of the work to be done, but as a layman without any knowledge or experience in the installation process, I depended on them as professionals to do right by me as a client. I would not have expected them to hang it off the house looking like it does. If the installation location was not suitable, I would have expected to have been told and had it discussed with me. I don’t feel there will be a resolution to this issue in this manner. 
  
  
  
  Regards,
  
  
  
  ***** *****