ComplaintsforAstacio Plumbing, Hvac and Electrical

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called the business and got an appointment for some electrical work to be done. I asked for the fees and I was told the electrician will come and give the quote right then and there. I asked what is the hourly charge? I was told it is by the job. Next I had to call and cancel ahead of the scheduled appointment as I had to go to work. I called back following week to schedule again. Again I asked is there a cost for getting an estimate? What is the hourly charge. I was again told electrician will go and see the job and give you a quote. Finally when the electrician came he was looking at the things to be done. He said did the girls tell you my hourly rate? I answered in negative. He then mentioned these girls are great but they did not tell you the rate? As he was still looking at the patio connection s to be done I asked him if he needed me any more . He mentioned he will send the quote for each job separately and I can choose what I want first and what can wait. He did not let me know that he will charge me for giving me an estimate. I got the quote in a few days and I was trying to figure out which one to get done now and which job can wait. Then in a few days to my surprise I received a bill for giving me an estimate. If I was told there is almost $200 fees to give me an estimate- I would not have asked him to come at all. Before Astacio, I called camsan and they mentioned free estimate. I was trying to take 2 or 3 estimates and choose the one I thought reasonable. I think without telling rates/and or fees for estimate it is deceiving. Even if the girls did not know the rate, once the electrician was scheduled, he could have called to let me know his fees for giving an estimate/quote and or hourly rate. This is deceiving and in my knowledge cheating. I would be out $600 for 3 estimates before any work got done! Those who asked for fees for giving an estimate I politely thanked them and ended conversation.

  Business response

  10/26/2023

  To Whom It May Concern,
  
  I concur with the client's feedback. Our practice is to be transparent with our pricing, and we indeed offer free estimates upon request. However, in some instances, we must carry out preliminary work to diagnose an issue before providing an estimate.
  
  While we do have a diagnostic fee, it isn't applicable in this specific situation.
  
  We are committed to ensuring that such misunderstandings don't recur. We will undertake an internal review and provide additional training to our customer service representatives. Additionally, we recognize the importance of discussing any billing matters with our clients before sending out an invoice.
  
  Please note that we have waived the fee in question for the client.
  
  We sincerely apologize for any inconvenience caused and are continually aiming to achieve complete customer satisfaction.

  Business response

  10/26/2023

  To Whom It May Concern,
  
  I concur with the client's feedback. Our practice is to be transparent with our pricing, and we indeed offer free estimates upon request. However, in some instances, we must carry out preliminary work to diagnose an issue before providing an estimate.
  
  While we do have a diagnostic fee, it isn't applicable in this specific situation.
  
  We are committed to ensuring that such misunderstandings don't recur. We will undertake an internal review and provide additional training to our customer service representatives. Additionally, we recognize the importance of discussing any billing matters with our clients before sending out an invoice.
  
  Please note that we have waived the fee in question for the client.
  
  We sincerely apologize for any inconvenience caused and are continually aiming to achieve complete customer satisfaction.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Astacio Plumbing provided service on 6/22/23. Service included providing and installing a complete water feed line, shutoff valve and misc. fitting for ice maker on my fridge. (1) Request was to replace PVC valve under kitchen sink. Agent performed other service and I deferred to his expertise to do what was needed. (2)Agent chose to change water feed line. I requested copper line. Agent only had different metal feed line with him that he said was just as good. (3) Since the service, the water through my refrigerators filter has had an unpleasant metallic taste. Not only is the taste unpleasant but I wonder if this may make the water harmful to my health. (4) Contacted Astacio by email and phone to get the situation corrected. Vendor said that would require another visit and additional charges. I requested to speak to a supervisor. Agent said one would phone but no one ever did. Only through request on this phone call did I receive the detailed bill by email on July 5. I had paid the bill on June 22 when the service was done. I don't think I should need to pay more to correct problem created by Astacio. I would like them to correct the water filter problem free of charge.

  Business response

  07/26/2023

  Hello, 

   

  I had our Escalation manager contact the client and this is his brief statement:

  The customer called 7/5 and stated she was getting a bad taste from the water from the work we did.
  According to the customer she mentioned it to the tech and he said it would go away.
  She wanted us to stop by and replace a stainless-steel copper price at no charge.
  Also asked if we could resend the invoice.
  I resent the invoice.
  
  
  Steve spoke with customer.
  Luis went back out replaced pipe.
  Customer seemed satisfied, water tasted ok when left.
  
  
  I put in a call to customer today to follow up see if she is still having issues and 
  if she is no longer having issues will ask her to remove BBB complaint.
  
  

   

  Customer response

  07/26/2023

  
  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  03/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 1, 2023 - Astacio Plumbing came to my house to look at a leak in our master bathroom. The two men said they would conduct a series of tests for close to $400 and verbally told me they would waive the service fee of about $170, which I thought seemed fair. Much to my dismay when they left, I was charged the service fee and they continue to try to invoice me for the additional $400. I have tried getting a hold of their billing department, but have only had contact via voicemail where they said they will not waive the service fee. This is unprofessional and I never would have agreed to them running tests without their promise of the article fee being waived. I kept a voicemail from a secretary saying that these two plumbers are new so they “were misinformed.” I am writing as I want to be reimbursed for the service fee and then would be happy to pay the invoice for services rendered, which is what we verbally agreed upon. As a new mother of 4 kids, I feel as though they are trying to take advantage of the situation.

  Business response

  04/12/2023

  Karen spoke to her on 3/2
  Customer stated techs verbally said they would waive the diagnostic fee.  
  Stated she was double charged and was going to call bank to cancel services.
  
  
  
  
  Phil left a message for the customer 3/3.
  I did state to her back on 3/3 after listening to recording,
  I stated we gave her different estimates.
  (I screwed up on the diagnostic piece on this as stated earlier)
  Asked her to call me back if any other questions.
  
  
  
  
  Bryan left message 3/13 general follow up call.
  
  
  
  
  Javier spoke to Meghan on 3/23.
  She claimed techs verbally stated would waive the diagnostic fee.
  Claimed she was happy to pay for services rendered.
  Stated nobody called her back. Told Javier she does not want to 
  be contacted by us anymore but wanted us to call back.
  Said Karen stated new guys sent to her house but should not have waived the fee.
  Karen never said this. Already billed for something she shouldn't be billed for. 
  Felt like she was taken advantage of. Should not have been charged diagnostic after techs told her she was not.  
  
  
  3/24 Phil left another message for Meghan at 3:06.
  I let her know she would be responsible after speaking to Plumber/Mike she would be responsible for invoice.
  Had planned to send her a follow up email.
  
  Plumber stated the card was denied.  Second card given to Brian, that card also failed.
  She was feeding her baby. She said she would transfer the funds and get it paid.
  (This is in the actual invoice).
  Ran both shower valves in master bathroom and got no drip. Filled up pan and diagnosed that pan is ok. However there is grout missing inside and outside of shower. The shower door does not close fully allowing water is make its way thru and outside onto the tile floor. Over time it leaks. I recommend to fix broken tiles and shower door. The pan is fine but can get damaged during demo and should also be changed.
  
  Ran jacuzzi is master and tested drain. Waste and over flow is leaking. Could access it if I cut a hole in master bedroom.
  
  
  Card said do not honor after she gave a new one and failed. I had to leave as she had to feed her new born and transfer funds to cover today's visit.
  
  
  
  
  
  3/24 Customer called back spoke to Maria. 3:30
  I was on the phone when she called.
  Stated she was going to report us to the BBB.
  Disconnect-He said/she said.
  Said to call husband going forward did not want contact from us phone/email  ************
  Complaint appeared a few minutes later.
  
  
  
  
  
  Called and left message for husband 3/24
                                                             3/28
                                                             3/31
                                                             3/31
                                                             4/10
  
  

  Customer response

  04/12/2023

  
  Complaint: ********
  
  I am rejecting this response because it’s the principal of the matter. We are disputing $180 when they misspoke and said they would not charge me the diagnostic fee.

  My husband and I are not responding to their calls because we reached out to the BBB (you) to handle the matter. We are happy to pay for services rendered but what they charged us should be deducted from the total. We will not pay for the final invoice unless they deduct the diagnostic fee. Seems extremely unreasonable on their end. 

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

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello thank you for contacting me back in regards to an on-going issue with my furnace, which was installed and purchased from your company. I won't begin with the numerous calls made to Astacio in 2022 and 2021 concerning this furnace. I will start with the most recent issue. On 9/14/22 I took advantage of your advertised special to have a boiler tune - up. On 11/21/22 I had my hot water heater inspected. I took advantage of both these specials because of the numerous problems that I have had with my boiler. By the way as I am typing this it is occurring to me that the hot water heater that is attached to the furnace should have been inspected at the same time the boiler was. Not two separate visits. Getting back to the issue at hand after the inspection and "tune-up" of the boiler and hot water heater I woke up to no hot water or heat on Jan 17, 2023. Your service technicians came out "tightened some screws", contacted the maker of the boiler, and indicated to me that he would be looking into warranty replacement of the boiler. He contacted the manufacturer in my presence. Came back the next week to take pictures and I haven't heard from him since. You indicated to me the last time we talked that I wasn't charged for that visit please check your records,. I was charged and paid over 150,00. The bottom line is that I am tired of playing games with your company, it's as simple as that. I feel taken advantage of by your company because I am * ***** ******. I am also contacting the Better Business Bureau and whom ever else I need to resolve this issue.

  Business response

  03/30/2023

  Stewart, this was handled directly with the client

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Astacio Plumbing and Heating because the sensor on my hot water heater was flashing. They came to my house on Oct 14, 2021 for a diagnosis of the issue. They confirmed that the auto feeder in the boiler was not working and I had to manually fill it. The technician said to replace the feeder with part number (*********) Unit info ****. Mod#luna duo-Tex 4. Ser#***-***-**** The cost for that service was $210.57 invoice#******** which I paid, see attached. However, on Oct 24, 2021 they came with a "****** internal feeder" which is not the part that they were supposed to order. They installed new built in auto feeder, bled boiler and ran the hot water and heat (see attached invoice #********. My dispute is that they did not replace the feeder with the correct part which is (part number (*********) Unit info ****. Mod#luna duo-Tex 4. Ser#***-***-****) Instead they ordered the wrong part and replaced it anyway. My issue is that the sensor is still flashing and when I called Astacio they told me that the invoice was written incorrectly. Astacio ordered and charged me for a different product. I refuse to pay invoice # ******** because the job was not done correctly and Astacio was being deceitful about the product. The out come that I would like is that I will not pay invoice # ******** for $380.89. Therefore making my balance zero. Thank you for you time.

  Business response

  03/18/2022

  In reading this, the client already responded, and his statement is accurate; however, we did not install the incorrect part. There is no way another manufacturing part will fit into another manufacturing boiler. The tech wrote the inaccurate description; however, the part number was accurate; we have done a ****** search of the part number, and it came up as the correct manufacturer.

  He would not take the explanation that it was an error in description

  Customer response

  03/21/2022

  Complaint: ********
  
  I am rejecting this response because:

  Please ask Astacio the following questions:
  
  1) If it was the right part according to Asactio, then why didn’t it resolve the problem?
  2) Why didn’t it work correctly like the original part?
  3) When I called Astacio to tell them the problem was still there, why was I given an estimate of $600 to resolve the problem?

  4) I refuse to pay a bill for an service I never received.
  
  Sincerely,
  
  ******* ********

  Business response

  03/22/2022

  I am a little confused what else the client is looking for, I contacted him directly I explained the situation, and we did not charge him for the repair. 

  What else is he looking for?

*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. ↩