Complaints

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed wrong water heater . Promised to come back to install correct one . Never did . One year later the drain valve failed due to incorrect installation and flooded my basement with water gushing out everywhere and they will not accept responsibility pay for damages or labour to replace tank . Reach me at for pictures . This was through ********** as well . I would like my **** I paid refunded and damages done to my basement paid for

  

  Business response

  05/06/2022

  *****, We reviewed your account and, as you stated, this was a ********** transaction. As a contractor, we're required to install or service the water heaters ********** and the customer agree to. Mistakes can be made and we want to help make sure you're satisfied, so whether there was a possible issue through us or **********, we want to help rectify this.

   

  We will reach out to you asap.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract with DRF dated 09/30/2020 for new water heater installation.Contract stated the installation would meet state and local safety requirements and installation would be made by a licensed plumbing professional.The water heater was installed incorrectly and as a result presented a hazard for carbon monoxide poisoning. The water heater was not vented according to code. Instead of following code, installers did a "make do" job. Venting should have been completed to the outside via side wall. The installers never noted the problem or alerted us to the dangers of a side vent without the proper clearance. As a result, the danger of carbon monoxide backing up into the basement was real. All of this was discovered when local techs assessed the need for proper venting. Since the contract states that all installations are up to code, we feel that DRF did not honor its contract and we are due rebate for the $1399.38 we spent for the water heater. We thought we hired professionals but instead we hired a company that was interested only in the sale of a water heater and not proper installation. We depended on their professionalism and were disappointed in the lack of professionalism and knowledge they delivered.

  

  Business response

  05/10/2022

  We're investigating this situation and will definitely find out what happened. Helping families and keeping them safe is why we're in business. We will be reaching out to this customer shortly to discuss how we can make sure not only that this is resolved but will never happen again.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted purchase and installation of a replacement water heater through Lowes. I had not control over the contractor they sent to my home, although there were a couple of coordination calls to set the appointment up. When I was setting up the appointment, i was asked if I wanted an Anode Rod installed at the time the water heater was being installed, and I agreed to paying $99.00 for the Anode rod installation. The tech that performed the installation asked me to authorize an additional charge of $560.00 to replace the vent that already existed "if the new tank needed a bigger one". This meant the diameter of the vent pipe. I even provided a ruler to the tech to show me the diameter. I agreed, 'If' the new tank needed it, although I had not seen the tank. My vent pipe was already a 4" diameter. During the installation, the tech left my home to purchase plumbing adapters for the water inlet and I noticed he had already re-installed my original vent pipe to the new water heater. I took photos of it and called their dispatch to ensure they did NOT charge me the additional $560.00. the tech returned to complete the installation, and before he finished, the vent pip had bee switched out, and I was charged the additional $560.00. I have provided photos and asked DRF to return the additional charges because it was not needed, as evidenced by the re-installation of my original vent pipe. They refused stating that they already had my authorization. They also charged me the extra $99.00, and did not install an Anode rod. When I asked, the tech stated he was never told to bring one, and that I would need to ask the water heater manufacturer to send one. I also asked for the $99.00 to be refunded. DRF agreed to do this, but have not done so.

  

  Business response

  04/19/2022

  We are a contractor of ****** and are instructed on what the job entails and what needs to be performed. Our technicians have specific instructions and only deviate from them when an unexpected task arises during installation. Before deviating from any instructions, our technicians need the approval of the homeowner. In this situation, approval was given.

   

  We're happy to discuss this matter further to make sure the customer is satisfied.

  Customer response

  04/20/2022

   
  Complaint: 16967702
  
  I am rejecting this response because:  The approval that is being referenced was only granted in the case that the vent pipe was required by code to be increased in size.  The approval was based on a code requirement that was not provided by the technician.  The photos even show that the technician's first effort was to install the water tank and re-use the existing vent pipe.  It was attached an completely installed.  The technician only changed the vent pipe out AFTER I called DRF and asked them to make sure I WAS NOT charged the additional amount (from the authorization) because the original vent pipe was re-installed.

  The technician did not initiate any discussion about this item and just swapped the vent pipe without my knowledge.  I was not provided any 'requirement' or 'code explanation' and the new pipe is the same size as the original.  The original vent was in working condition, without any damage and the same diameter as the new pipe which means it did NOT need to be replaced.  The approval being referenced was conditional and there were no conditions provided to demonstrate the need for replacing the original vent pipe.  Again, see the attached photos, the original vent pipe was attached to the new tank until I notified DRF to ensure I was not charged for that effort.  This fact is being completely ignored by DRF in this correspondence, and I have not been reimbursed for the additional charge for an Anode rod I paid for.  The technician did not install an Anode rod and told me that nobody notified him that he needed to bring or install one.  I still have the original work order for this project and it does show that I paid for an Anode rod.  Also, there is no mention that additional 'requirements' for a new or bigger vent pipe may be necessary.

  This is dishonest work and dishonorable representation of the business that was done.  The only resolution DRF seems willing to consider is for me to accept their dishonest approach to the business they conducted, and I am not willing to do that.  I'm still requesting a refund for items I paid for and did not receive as well as work I did not authorize.
  
  Sincerely,
  
  *************************

  

  Business response

  05/06/2022

  We're reviewing your original complaint right now and our **************** Manager will contact you as soon as she can.

  We're not a dishonest organization, but we do make mistakes. We're confident we can make this right, and learn from it.

  We'll be contacting you shortly.

  Customer response

  05/06/2022

   
  Complaint: 16967702
  
  I am rejecting this response because:

  The response received from DRF is not a response.  It only tells me that they will attempt to 'contact me shortly'.  This is not a resolution and they have not acknowledged any legitimacy connected to my issues or how they conducted business in my home.  I absolutely want a refund for the work I did not authorize, and I want a refund for the equipment I paid for and did not receive.  There can not be a different way for them to interpret my position.  Any other attempt by DRF to circumvent this process is further evidence of unfair business practice and a lack of good faith.
  
  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. ↩