Complaints

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Priority Plumbing and Heating promised assistance with a $1,200 state rebate, but I later discovered they were not registered for this program with the state. Additionally, they have refused to sign off on state tax return documentation that would result in a $5,470 return (10% of the relevant spend for geothermal). To resolve this issue, I request that Priority Plumbing and Heating either: 1. Sign off on the necessary state tax return documentation for the geothermal installation, allowing me to claim the $5,470 return, and assist with obtaining the promised $1,200 state rebate, or 2. Provide a refund of $6,670 to compensate for the lost rebate and tax return. Furthermore, as a customer who has received **** services, I am requesting copies of the Manual D, Manual J, and Manual S calculations and documentation for my project. These are standard industry calculations required for proper **** system design and installation, and I believe I have a right to this information. I hope we can resolve this matter amicably within 5 business days. If we cannot reach a satisfactory resolution, I will consider leaving an honest review of my experience with the company. Thank you for your prompt attention to this matter.

  

  Business response

  11/19/2024

  We've reached out to the Homeowner and reviewed the exact contract and terms that were agreed to. There was no agreement to participate in the attempt to collect rebates or to assist with federal tax rebates. In fact, we don't offer or assist with any federal tax rebates for any client.

  This job was completed well over a year ago and no communication has taken place from the client to us since our attempts over the course of 2 months to collect final payment of $33435 and the reassurance we could run multiple credit cards which had over a dozen declined transactions and declined transactions fees that we absorbed and were not reimbursed for.  

  The client has the right (and responsibility in this case) to reach out the city permitting department that maintains copies of the Manual J and receive a copy.

  Customer response

  11/19/2024

   
  Complaint: *****************************************************************************************************************************************************
  
  I respectfully disagree with the business's response and would like to clarify the following points:
  
  1. Communication: I have made multiple attempts to contact the business over the past year regarding:
     a) Maintenance on a faulty condensation pump installation
     b) Requests for Manual D, J, and S documentation, which were promised but never delivered
     c) Assistance with the state rebate and tax return signature
  
  2. Rebate and Tax Documentation: The business's inability to assist with the state rebate through *********** and reluctance to sign the tax form raises concerns about their licensing status for this type of work in our state.
  
  3. Contract Terms: While the specific terms regarding rebates and tax assistance may not have been explicitly stated in the contract, these are standard practices for HVAC installations of this nature and were discussed during the project planning as an incentive.
  
  4. Manual J Documentation: Contrary to the business's suggestion, it is the contractor's responsibility to provide Manual J calculations to the customer, not the city permitting department's.
  
  I would like to reiterate my request for:
  1. Copies of Manual D, J, and S documentation for my project
  2. Assistance with the state rebate process
  3. Signature on the tax return form confirming licensed work was performed
  
  I hope we can resolve these issues amicably without resorting to further action. However, I am prepared to pursue other options, including small claims court, if necessary.
  

  Sincerely, 

  Amit Manocha  

  

  Business response

  11/25/2024

  "Standard practices" for any industry are very subjective at a minimum. This is exactly why we have contracts with customers. In no portion of the contract is there anything tied to (or implied) a responsibility of any type of manual J, S or D (or other), assistance with a state rebate process, let alone signing for a customer's federal tax return form. 

  -Priority Plumbing and Heating

  Customer response

  11/30/2024

  Complaint: 22554051
  I am rejecting this response because:
  
  I appreciate Priority Plumbing and Heating's response, but I'd like to provide additional context:
  
  1. Rebate Discussion: While not explicitly in the contract, the rebate was discussed with the sales representative on October 8th and 11th, 2022. Specific details were provided, including the rebate amounts and process.
  
  2. Industry Standards: According to the *************************************** (ACCA), reputable contractors should use recognized methods like Manual J for load calculations and Manual D for ductwork design. These calculations are crucial for proper HVAC system sizing and efficiency.
  
  3. Consumer Protection: Industry experts advise consumers to be cautious of contractors who don't provide these calculations, as they are essential for ensuring the correct system is installed.
  
  Given this information, I kindly request:
  
  1. Copies of Manual D, J, and S documentation for my project
  2. Assistance with the state rebate process as initially discussed
  3. Signature on the state tax return form confirming licensed work was performed
  
  I value our ongoing relationship and the warranty provided. I'm open to discussing how we can resolve these issues amicably while ensuring I have the necessary documentation for my records and to confirm the proper installation of my system.
  
  Sincerely,
  **** *******

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  September 10, 2024 plumber did work and was paid. Same day I communicated dissatisfaction to the management due to several issues. Management did not return on the issues to repair anything, offer reduced price, exchange product, accept return of the product, or any combination thereof. The management did not further call me back and follow through as he said he was following through so that I am stuck and when there is product warranty and terms of service.

  

  Business response

  11/09/2024

  While at one point we were told that our plumbing manager was not allowed to return to look at the potential issue(s), fortunately, we were able to get in touch with the customer and coordinated a time go her residence this coming week in order to address any potential concerns. 

  -Customer Service Manager

  Customer response

  11/09/2024

   
  Complaint: 22443510
  
  I am rejecting this response because:

  I called the business one last time around a week ago when you, the BBB, said you were doing so. The female I spoke with (*****) was nice and seemed responsive in an appropriate manner. (I had told her this was the last time I was calling them and that I was preparing for small claims court. I told her the history with all the germane information and how the manager previously dropped the ball and didnt follow through.)

  ***** instructed me, We can refund the credit card fee. Thats easy to do. No problem there. How you were treated with that was wrong. She also agreed that the manager twice failed to provide the invoice in the manner that he said he would and I still do not have that invoice.

  Making matters worse, however unfortunately, ***** pushed a visit at my house that was not in any way shape or form coordinated with me. I get a message alerting me that on a date and at a time a manager was coming over. Not only was that date and time untenable for me, I was not given any say in the matter of the date and time. Additionally, the purpose of the visit was not disclosed. Furthermore, the business has pictures of the toilet and shower apparatus to verify what has been reported by me. (The plumber took pictures.) Additionally, I sent ***** and the manager months ago a picture exhibiting the scratches on my floor.

  The business needs to inform me of the shower valve specs and/or send a plumber or someone who can fix it. A manager does not need to do this with me face-to-face. The plumber obviously needs to to come in, but not the manager for any reason that I can tell nor that the business is telling me. Like ***** told me over the phone that they can refund the credit card fee, there are other things that just do not make sense for a manager to do in my home. (And, I work outside the home so when I have to take time off I lose money.)

  Is the management bringing a new toilet and replacing it? Has this been agreed upon in advance? See what mean?

  The business is not including me in on the details. The business is not being on the up-and-up. 
  

  ***** can start, perhaps, by refunding the credit card fee. From there she can with me come to what options we have together as far as the toilet goes and pricing on that. Also, she can send me the broken down invoice that I am due as well as a plumber (if needed) to fix the shower part. The scratched floor is the icing on the cake, so to speak, in that it was easily preventable. 
  

  Im okay with management coming in but I dont know what purpose that is when not only do they actually not coordinate with me like they say they do they dont disclose the purpose of the visit. Theres absolutely nothing but friction from the business. Th3 business can do things that exhibit differently but it doesnt. Thats why I wrote to you.

  Aside:  I havent heard from ***** (or anyone from the business) since I told her that the date and time she assigned for the manger to visit was not tenable for me. It seems to me like they think they have done the job, just like last time I spoke with the, (before I contacted you). They just are being difficult on purpose and unnecessarily for people that earnestly want to make things right. (Again, wheres my credit card fee refund that ***** said I could have?

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

  

  Business response

  11/25/2024

  We sent a response last week on this BBB web page and spoke directly with the client and are facilitating a correction for the client at a time that is convenient for her on Saturday November 30, 2024. 

   

  -Priority Plumbing and Heating

  Customer response

  11/27/2024

   
  Complaint: 22443510
  
  I am rejecting this response because: on November 19, 2024 I email replied to **** ****** at the business. By this date Mr. ****** and I communicated a few times and we were making good progress resolving things. Unfortunately, Mr. ****** did not get back to me from there. The first time I heard of November 30th was this post here from you granted Mr. ****** had offered to meet and I accepted I had said that I could meet on November 23rd and when Mr. ****** said he was available on that date. Anyway, so I have waited through today to hear further communication from Mr. ****** since my November 19th email reply and I have not heard from him. So, I am not sure how/why the business can say we are meeting on November 30th. Its the Thanksgiving holiday and I am not confident about my ability to be present on November 30th which is just a few days from today.

  Mr. ****** came across as ******* but I think this November 30th idea begs questions of the business. I waited around last Saturday (November 23rd) for the notion that Mr. ****** just kind of flaked on confirming what was offered then and I said I could do. 

  I do not understand how the business thinks certain behaviors are conducive and professional.

  The above said, too, I still have not received any kind of refund when a certain amount of refund was offered multiple times and I accepted. And, I hope it is obvious that I am still working very considerably with the business. 

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

  

  Business response

  12/09/2024

  Ma'am I see where we have refunded the full amount as we had discussed and while we've had this on the schedule for you on at your convenience on Saturdays for a few weeks, I see that we have you on the schedule to replace the beauty ring at no charge to show the * and C. I really appreciate your communication with me and allowing us to take care of you. 

  -****

  Customer response

  12/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩