Complaints

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At first when we needed a water heater it seemed that After Hours Plumbing & Drainage Services did a great job. The water heater was installed in a timely matter. However they left the run off pipe to the water heater running. We asked about the running water and they said they said that it would stop running in a couple of days. We trusted that it was normal and just let it go. Fast forward a month. We get our water bill that was over $500 and a phone call from our water company saying that we are losing large amounts of water. After searching the house we see the run off water pipe from the water heater is still running. I called After Hours and informed the receptionist what was going on around 9am. She said she would have someone at our house by 4pm that day. Nobody showed up.We waited an hour and still no one had reached out. I tried calling but the phone number was having an automated recording that the ******* number couldnt be reached at that time.At 6:30 I finally received a call from ***** saying they were on their way..Then a few minutes later I received a text saying they wouldnt arrive to my home until 8:30 that night. They asked if they could come the following day around noonish. I said ok noonish would work. ***** said I would not be charged unless the problem was not from their doing also through text.At noon nobody showed up or called saying they were running late. 12:30 goes by still nobody has showed up.12:50 I finally reached out asking where they were. They didnt respond. But I did receive a automated text saying they were on their way. They didnt arrive to my home until 1:45.They show up and deny that they ever left the water running. Which unfortunately is untrue. Also the fact that my water bill went $100 to $500 in one month. 4X higher after they installed the water heater is a huge indicator. They check the water pressure to our home. They say that the pressure to the house is crazy high. My father in law asked them why they never checked the pressure when they were installing the water heater in the first place. They didnt have a response or reasoning for why they never checked that. They say it needs a pressure regulator valve. ***** announces that they have another job to go to and they have to get parts and that they would be back sometime today then rushed out of the house before anyone could respond.At this point nothing had been fixed or attempted to be fixed besides checking the pressure. I did text ask them if they would text me when they were 30 minutes out from returning so I had some kind of an idea of when they would return and they said they would.While they were gone I call another plumber to see if what they said matched to what might be wrong. I wasnt sure because they kinda just rushed through it and left so abruptly. The other plumber was shocked by the unprofessionalism and said that they definitely made a mistake leaving the water running like that and not checking the water pressure in the first place when installing a brand new water heater. The other plumber said our proof was our water bill that was 4X the usual amount. That checking the water pressure when installing a new water heater is a standard thing that should always be done during installation.A few hours go by and I receive a text message from them that was a bill for $915 they discounted it by $215 and the bill was $700. Along with a text saying they were on their way to ********** to get parts. My husband called and said that we would pay for the parts but not the labor because this was issue from installation. They said they would not return until this $700 was paid. So, they wanted to be paid upfront for a job they never fixed and not get paid for something they messed up for in the first place. When my husband voiced that the problem started with the initial installation of the water heater they stated it wasnt there fault and that they wouldnt be returning with out paying the full $700.

  

  Business response

  09/14/2023

  Dear **************, Resolutions Consultant at BBB, and *****************************,
  We regret the experience that has led to this complaint. Our primary goal is to provide excellent service and customer satisfaction, and it appears that we did not meet your expectations in this case. We are grateful for this opportunity to clarify our position and address each point raised.

  
  Water Heater Run-Off Pipe: Our team installed the water heater following all industry standards, and we certainly did not advise that the water would continue to run for days. It is not standard practice to leave water running without explaining the reasoning behind it.
  
  
  Water Bill ********* We understand your concerns about the significant increase in your water bill. During our follow-up visit, we identified high water pressure (148 PSI) as the likely culprit for the increased water usage. Typically, the water pressure should not exceed 80 ********* water pressure can cause several issues, including a continuously running T&P valve.
  
  
  Pressure Testing: Contrary to popular belief, pressure testing is generally not part of a standard water heater installation unless specified in the scope of work, which was not the case here. However, we accept that better communication might have prevented this misunderstanding.
  
  Timeliness and Communication: We apologize for the delays in our service and any inconvenience caused. We were operating under a tight schedule but acknowledge that this should not have affected the quality of service provided to you.
  
  Costs and Charges: The charges for the necessary repairs were based on standard industry rates, and we offered a discount considering the circumstances. However, we understand that the communication about these charges could have been more transparent.
  
  No Further Contact: We respect your request for no further contact. We will ensure that your request is honored.
  

  We are committed to resolving this situation amicably and are open to further discussion to reach a settlement that is fair for both parties.
  

  Thank you for your attention to this matter.
  

  Sincerely,
  ***********************
  After Hours Plumbing & Drainage Services

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