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Complaint Details
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Initial Complaint
12/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Faulty workmanship and equipment. We built a new home and A-1 Southern Plumbing installed the water heater and water circulation system. We were told the water heater and circulation system was under warranty. Approximately 1 month after installation, the water heater was seen leaking, so my husband turned off the water to the house, and called the plumbers. The gentleman that came out said that it was installed incorrectly and there was no relief valve installed. After several attempts to get them to replace it, they finally replaced the water heater. Then we received a bill for $ *******. My husband made seven calls to ***** about this. ***** didn't return any calls. What about the warranty? Then we received a notice that they were going to put a lien on our property unless we paid the bill. We called him again. He would not take our calls, or return our calls. I received an email from ***** saying that if we paid the bill, he would take 10% off the bill and not file a lien. We paid the bill, under protest, so he wouldn't file a lien, but still think he should honor the warranty and workmanship. No one is living in the house yet. Its a beautiful home, and ***** should stand up to his word, and refund the $2022.30 that he made us pay. And as of today's date, we still have not received a lien release.
Business response
12/04/2024
This was not a warranty issue. The recirc pump was not plugged in due to no one living in the house.
When the pump is plugged in it has to be set to a time period to run. Someone plugged the pump in and it ran 24/7
causing it to overheat, melt the piping & start leaking when the water was turned on, which then damaged the water heater. The customer agreed to pay for the replacement.After the replacement they called & wanted to know if we could help them out with the price. I then lowered it by 10% and they paid.
Customer response
12/06/2024
Complaint: 22627879
I am rejecting this response because: We tried to take care of this before contacting the BBB. We did NOT agree to pay. No price was ever discussed. When we first questioned the bill, we were told by ****** that sometimes the repairman will submit a bill to bookkeeping when they shouldn't. ***** had told ****** to "take care of *****" and that is what she did. We tried on seven different occasions to talk to *****. Left several messages with ******, and also on his personal phone. He didn't return any calls. He is making us out to be liars. WE did NOT plug in that unit. I don't know who did. But it wasn't us. Again, there was no talk of money or expenses. We assumed the product was under warranty. The only reason we paid the bill (under protest) was because they threatened to put a lien on the house.
Sincerely,
****** ********-******
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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