Complaints

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired them to replace propane lines to fix a leak under our house. They refused to do the work under the house and routed the new line just to the stove around the house. Leaving the leak. When called back out I was told we'd have to finish paying the bill before they came out to re fix it. It was paid that day. After that it took 2 weeks to get them to fix it with me having to repeatedly call to try and get them to come back out. They left us (my husband, myself, our infant,and toddler) without heat, hot water, or a stove for 2 weeks. They are now trying to charge us again for them coming back out to fix what they didn't do correctly

  

  Business response

  04/25/2023

  Mrs. **** ****** contacted our office about a gas leak in an LP gas line in her crawl space to her stove.  We had several trips to the ******'s home to replace the gas lines.  The first time the crawl space was flooded.  The second attempt the technician was not small enough to get in the crawl, on the 3rd attempt the crawl space was flooded again.   We discussed with the ******'s the most economical and quickest way to get the gas line ran to her stove was to run the gas line on the outside of her home.  They agreed to running the gas line outside the home so our technicians ran the gas line on 3/30/2023.  They ran a new gas line from the regulator to the stove. We pressure tested our new line that was installed and it held pressure with accordance to the gas company.   The gas company came out to turn the gas back on but indicated that there was another gas leak under the house to the water heater or boiler.  They would not restore gas service to the home until it was fixed.  Mrs. ****** contacted our office about the additional leak, we explained to her that the current invoice would need to be paid in full before any additional work would be done.   We also explained to her that this is an additional leak and she would be charged time and material.   Mrs. ******'s mother called in on April 3, 2023 to pay the first invoice in full.  Mrs. ****** then contacted our office to schedule for the additional work to be done and we told her we would get her back on the schedule as soon as possible.   On April 6, 2023 we returned to her house to run new gas line from the regulator to the water heater and boiler.   The gas company came out to turn service back on and there was still a drop in gas pressures.   Our technician spent 5 hours (which we never charged her for) to find the leak, which he was unsuccessful.  The next day he returned and replaced several fittings which fixed the leak. (she was never charged for the additional fittings)  The gas company came out and restored gas service to her home.  We also provided space heaters to the ******'s during this entire time.  We believe that there was just a misunderstanding about the total job and she misunderstood the total process of what needed to be done to restore gas service to her home.

  Customer response

  04/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was never informed the second job was a separate job. When I had called them to set the repairs up in the first place I said it was for all lines under the house. I was hung up on repeatedly when I'd try to find out when they would arrive. The third time they came out our basement and crawl space was not flooded. It was never flooded other than a inch of water due to the fact that it had rained the night before. My mother paid the bill so my children could have a hot shower yet they still took 2 weeks to come back out. The gas company also pointed out several issues with the work that they did as well when the technician was out.
  
  Sincerely,
  
  **** ******

  Customer response

  04/27/2023

  [BBB Transcription via Phone]

  I have the bill that shows the 5 hours of overtime and it totaled $525. When I called about the bill I just asked about it and I never said that I wasn't going to pay it They then threatened to put a lien put on my house. 

  

  Business response

  04/28/2023

  After review the invoice and investigating the hours that were on the invoice.   The 5 hours of overtime should NOT have been on there.   I have removed those hours and I am sending a revised bill out to the customer.   In protecting our company if a complaint happens we attached a mechanics lien on the property until the dispute is settled.    The mechanics lien has already been filed, but I will have it released as soon as payment for the revised invoice is received.   I do apologize for the inconvenience and misunderstandings.

  Customer response

  05/04/2023

  
  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. I have received the correct bill and will be paying it within 30 days 
  
  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. ↩