Complaints

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently hired American Plumbing ******************************************* out of Bow, **, to replace my hot water heater. While the onsite staff's workmanship was spot on, and they were amazing to deal with, my overall experience was soured by the gentleman handling inbound calls at their office.The company charged me $65 for a new drip pan that I never received and $250 for a permit that was taken out five days AFTER the service was completedthree times the actual cost of the town permit, which is only $75 in *******. According to the town's ordinance, permits need to be pulled prior to any work being done. It was only after I confronted the company about not pulling a permit that they attempted to backtrack and obtain one 5 days after the completion of this job.When I requested a refund, they informed me that I needed to have the town inspector come and inspect their work before they would issue a refund for the $65 & not for the permit. This inspection is not a requirement, with or without a permit, yet they are refusing to refund my money.While their onsite team did an excellent job, the dishonesty of the office staff puts a bad name on the company. I DO NOT recommend American Plumbing ******************************************* due to these deceptive practices.

  Business response

  06/29/2024

  The customer through their home warranty company hired us to install a replacement water heater. She had agreed to all the costs with her home warranty company and had paid us in advance for all non covered charges associated with her water heater installation per our agreement. The money for the pan will be refunded. When onsite it was decided by the techs and the homeowner that were were going to reuse the existing pan she has as it was still in good shape, As far as the permit fee which was also prepaid and agreed upon there is no refund. The cost of the permit includes the permit fee from the town, time for one of our team to meet the inspector at the home and administration cost for pulling the permit. The customer is incorrect in stating that there is no permit needed in her town. This has also been verified with the town inspector. If the customer is unclear of the ** ******************** code practices i suggest they call the town inspector. In addition we have reached out to the homeowner to schedule an inspecting and have not received a response. If the customer refuses and inspection we ask that she send that in writing for the record and we will then refund the labor portion of the permit fee and file with the town that the customer refuses an inspection on her water heater. 

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