Complaints

• Initial Complaint

  01/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Siera Weatherization Company goes through SoCalGas for their ************** Assistance Program, on 06/14/2022, I had an appt for them to come out and check to see what I qualify for, the guy who came out overlooked that my hot water heater was leaking, he barely checked it, I was watching him which I was covered to get it replaced under the program, since his over site wasn't written in his report I had to come out of pocket, which I would have received one for free with installation included. right after that I had the gas Company come out and check, as soon as he opened the door to the heater there was water all at the bottom of the heater, he said he didn't see how he didn't see all that water. I called them right away and spoke with a lady by the name of *******, she kept giving me the run around and then stop coming on the line, and then I spoke with a lady by the name of *******, she gave me an order #******* and said she would give it to her supervisor, and I would receive a call within 3 to 10 days, the supervisor would never talk to me, just left me on the line holding forever, every time I called, this has been going on for several months, I thought they would be more professional, since this is a company. I would like my money back that I spent because I did qualify, that was their workers poor customer service and they mentioned to me, they pull up who came out, so they know who he is, I mentioned to them how he was in a rush the whole time and I told him to slow down and take his time. Everything he did was a rush, I was not happy with his customer service, and I clearly explain that to the company. he looked at the water heater maybe 20 seconds and he put the cover back on and said everything looked ok.

  Business response

  02/04/2023

  To whom it ma concern,

  Bo Enterprises did work at the ******* residence on 6/14/23 for the ************** Assistance Program sponsored by ************ Company. Our records show completion of work and an inspection by a supervisor on that date.

  The inspector involved is a Senior Production Supervisor with over 20 years of experience in the program. The crew performing the work was also very experienced. Had there been a water heater problem a notice of unsatisfactory condition would have *** reported on the water heater. Everyone present would have had to miss the water as reported by the customer. Our production Supervisor would have been required to look at the water heater even though we did not touch it to see if it qualified for a blanket. There is no mention of any problem at the time of our work and inspection.

  The customer mentions ******* who works for So ******** not Bo Enterprises. Apparently, the customer spoke with the Gas ********************, but again there are no notes in the job file about this interaction. If as we suspect, too much time had passed since she got the program to qualify for a free water heater, then she may have been told this by ********* itself. In any event, why wait 6 months to bring this to our attention. It should have been reported in maybe 2-6 days. The program is actually a snapshot in time. Whatever is needing repair at that time is addressed. If the water heater failed months after we ere there, it is not covered under the program.

  We service tens of thousands of ********* Customers over the past 24 months and have a very positive customer service rating. Our personnel are very professional, experienced, and deal with situations as they arise daily. Based on our business records, this water heater was ineligible for replacement at the time of service and probably failed sometime after our work was completed.

   

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