Complaints

• Initial Complaint

  22/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 17th, 2021 we paid $1890 to Papa Grant to replace my water heater. ***** ******* ***** ** ***** *** ******* ******* ********** **** ***** ** *** ** **** *****  They had 20% off for new customers and $400 off a water heater. False advertising.I asked them to take a look at the plumbing since my toilets were backing up easily.Please see the following list of issues:1. The venting (exhaust) they installed was not up to code. It is supposed to be 4 inches and the one they installed is 3 inches. ****** *** *****. Carbon monoxide hazard.2. Would not honor the 20% off for "first time customers" on the water heater and installation. Only 20% off checking the toilets for the amount of $80. No where on the website does it say the 20% is not honoured on the water heater. ****, the owner, told me they don't give 20% off a quoted price. I recieved an $80 cheque in the mail for the discount on the work they claim they have done.3. No manual, or any paperwork, came with the heater. 4. The original invoice does not have an itemized list of the cost of the water heater, installation, or the $400 off. What is the cost of the water heater? The fee for installation? The fee for taking away the old water heater? Where is the $400 savings?5. The original invoice did not include an itemized list of costs. They included work on the humidifier. I did not request this. 6.I requested an itemized list. **** was defensive about my concerns, but agreed 7.They claim it took two hours to flush the toilets, check the sinks, replaced shut off valve. Two toilets took two minutes. They flushed a wad off toilet paper down the toilet and that was their check.8. A charge of $90x2 per hour, but does not include any work done. which were part of the $ **** water heater and installation. 10. There is a $20 charge for materials. What materials?11. No paperwork for 1 year warranty.9. There is a $30 charge for braided hoses, which were part of the $ **** water heater and inst

  Business response

  28/10/2022

  In regards to ******** ****** we did our best to resolve the issues that were presented to us. Our technicians did the best possible job they could for ******** as they do with all our customers. Our company issued a refund cheque which was received by her and cashed as well as sending her a copy of the missing hot water tank warranty in the same envelope which was received as the cheque was cashed. 

  
  

  Customer response

  29/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Papa Grant is misrepresenting the facts, but it doesn’t matter since I have all the relevant documents to submit a claim. Since the water tank began leaking from the bottom after a few months and could not be repaired, I am looking forward to taking them to court. 

  This company is the worst I’ve ever encountered. If I’m not reimbursed for  the total amount, I’m going to alert the public on ****** and *** ****. * **** *** **** ********* ** * ****** *******  **** *** ***** **** **** ** *** ** ********* 
  

  I’m sure they won’t give me a refund, so I’ll see them in court. 

  Sincerely,
  
  ******** ******

  Business response

  17/11/2022

  Response to complaint ********

  We apologize that we were unable to come to an agreement with the customer. We pride ourselves on providing excellent customer service and quality work and do our very best to fulfill that. 

  Prior to the customer’s current request for full reimbursement, it was apparent she essentially wanted the hot water tank for free. The customer was aware of what the cost would be as she did sign the invoices prior to installation. This is something we do with all our customers so that there are no financial misunderstandings. The customer was informed that she would need an upgrade to 4-inch venting at an additional charge, but the customer declined this. 

  The customer was given a discount prior to the start of work and unfortunately our technician forgot to note it in the invoice, which it normally is. The owner did give her a breakdown and explanation of costs at her request. We give our customers the greater savings of a discount, not a combination. The combination discount that the customer stated she should have gotten would be far below cost of the water tank itself, let alone the installation labour, materials, and disposal of the old one. We did give the customer an $80 refund cheque which was cashed and thought the matter was resolved.

  Despite the verbal abuse that the customer had already given a few of our staff members, we did come out to check her tank when she stated it was leaking. Leaks are a manufacturer’s defect, and a customer would normally call the company directly, but one of our technicians did come out. The customer was very late and verbally abusive to our technician. Our technician did not find a leak. A co-owner did try to reach out to rectify the customer’s discontent. We were willing to give a refund if we could come and take out the tank, but she never returned the call.  

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