Complaints

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Invoice #***** Service Date Aug 22, 2023 I hired Hot Water Now to fix my water heater. ***** was sent out to my house to help diagnose and fix the problem. I told him what was going on and a wire that I temporarily fixed. He asked if I had called ***** and I told him I had not because I did not think it was still under warranty and thats why I called them an authorized service provider. He asked if I wanted to call them and I told him I called you to fix the problem but would be happy to call them if he did not know what to do. Ultimately he needed up calling them. He was at my house for 20 minutes, he claimed to temporarily fix the problem (which I already had done and have photos to prove it) and that ***** would be sending me the new part in the mail. He offered to come back out when the part came in but it was pretty self explanatory and I chose to decline. After ***** left, I immediately received an invoice for $380 for what a 5 minute phone call to ***** and ordering a part that ended up being the wrong one. When the part came if did not fit like I was told. I had to call ***** myself and get the correct part sent out and return the one that ***** had them send to me. I emailed the company and asked to talk to a manager. I was received an email from an individual named *****. I informed ***** about my experience and expressed my dissatisfaction with the charges. I told him I was happy to pay the $130 travel and diagnostic fee but did not feel $250 charge for a temporarily fixing a.wire I already had done and ordering the wrong part was appropriate. I was informed he would look into and get back with me about partial refund but never responded. I have tried multiple times to email him and the company and no one will respond.

  Business response

  12/18/2023

  Hello *******,
  My apologies for the delay on this!  Totally my fault,  Please be advised a refund has been issued to your card for the total amount charged you for this service call, I would appreciate if you as well would reciprocate by removing the negative review if you would.
  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. ↩