Complaints

• Initial Complaint

  27/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to seek a resolution to a plumbing dispute that I am currently facing with Blue Mountain Services. On January 16th, 2023, I engaged Blue Mountain Services to repair a leak in my home's water system. The work performed resulted in further damage to my home's heating system, including a broken pipeline and clogged pipes that are now unsalvageable. Blue Mountain Services' technician, attempted to fix the leak but did not have the right equipment to do so. He returned the next day and replaced the leaky pipe, however, he then stated that there was not enough flow in the pipes and suggested that I consider repiping the entire house. Despite this, the technician proceeded to tap the pipes with his wrench in an attempt to unclog them, which resulted in the breaking of another pipe in the master bedroom near the concrete floor that needed extensive treatment. This leak and clogging of the pipes were directly caused by the work performed by the company's servicemen and I believe that the company should be able to explain the steps that he took during the first two days that resulted in the damage. I am disputing the invoice for the services rendered, which totals $4,858 plus GST. I believe that the quality of services provided was unacceptable and that the damages caused were a direct result of the work performed by Blue Mountain Services. Despite my efforts to resolve the matter, Company has refused to take responsibility for the damages caused to my property. A complete email exchange between the company, photo evidence, and additional evidence is attached to this email for your consideration. I am seeking a resolution through your organization and would greatly appreciate your assistance in this matter. I believe that the invoice I have received from Blue Mountain Services should be cancelled because of the damages they have caused to my property, the cost of the revitalization of the heating system is an additional $10,000 to $17,000.

  Business response

  15/03/2023

  To whom it may concern,
  
  I am showing you what we sent to the owner, and spoke to him a few times on the phone when he did call, I do look forward to getting this resolved sooner than later and will hold off to see if working directly with you on this matter before we seek further direction.
  
  The system had no service done to it. The original call was for a water leak. Then we suspected a leak in the cement floor. You need to find the leak and repair and then attempt to flush the lines. Opening up the floor took time.
  
  Sincerely,
  **** ** *******
  
  
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  Customer response

  22/03/2023

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

  I am not satisfied with your explanation as it seems to be evasive and does not address the issue at hand.

  Your statement about the system having no service done to it is not relevant to the complaint I filed and damages that were done to my property. The issue I raised was about the quality of service provided by your company, and the fact that the repairs you made did not only did not resolve the initial problem but also completely destroyed our heating system altogether. 

  To set the record straight, the initial leak was no where near or in the concrete floor, however the second leak in the concrete floor was caused by Blue Mountain Services' technician. To fix the second leak caused by the technician, the business had to rip up the concrete, fix the new leak and re-patch the concrete floor. The business cause additional damage during pressuring the heating pipelines, and they ripped open two other water pipes near the concrete floor. The company ripped open another section of the concrete floor but did not fix the concrete floor. I had to hire general contractor to fix the mess that was caused by Blue Mountain Services, and re-patch the concrete floor.

   I'm really frustrated with Blue Mountain Services. They installed new drainage for my kitchen sink and dishwasher, but the dishwasher hasn't been working properly since then. I contacted the Business manager, but he just brushed me off and said it was the dishwasher's fault. I knew that wasn't true because it was working just fine before they installed the new drainage. I had to spend more money and hire another plumber to take a look at it. To my surprise, we found out that the connector from the dishwasher to the new drainage pipe was completely blocked end! It's unbelievable that they didn't even properly connect the dishwasher's drainage hose. I even attached a picture to this complaint to show how bad the installation was. It's really disappointing to see such poor quality of service from Blue Mountain Services. They didn't even take responsibility for their mistake and made me waste more time and money to fix it. I hope they learn from this and improve their services in the future.

  I appreciate your willingness to work directly with me to resolve this matter, however, I need a clear explanation of what went wrong with the service you provided and what steps you will take to rectify the situation. Please explain in clear terms, step by step tasks that were done by your technicians and how fixing a leak on a working heating system, caused the pipes to be clogged up, and how your technicians failed to fix their damages to the point that the entire heating system is unsalvageable.

  Until then, I cannot consider your response satisfactory.

  Please provide me with a detailed plan of action to address the issue I raised, damages that are caused to the property and its heating system, and we can proceed from there.

  Sincerely,
  
  
  

*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. ↩