ComplaintsforAztec Plumbing, Inc.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* asked my wife to agree to pay for a service plumber knew would not fix the problem. Then lied in notes. The manager told me the plumber would call me with an explanation of false charge. That was several days ago. I hired another company which did correct the problem for a fraction of the charge by aztec.

  

  Business response

  08/01/2024

  The notes were a summary of the conversation that our technician had with ***************** not ****************. Alleging that we lied on our documentation of the conversation is grossly inaccurate. As the invoice stated, we do not address problems at or after the septic tank, which is why we referred a septic tank company. I would be interested in seeing the receipt from the company that was called after us so I could understand what was done and what the "fraction of the price" of $204.00 was. 

  Customer response

  08/14/2024

   
  Complaint: 22026267
  
  I am rejecting this response because: on two different days an attempt to speak to a supervisor or the technician that did the work, I was promised a return phone call which was never made. That tells me since they have been paid they hope I will just go away.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/14/2024

  Unfortunately, without reviewing a copy of the invoice from the other company there is nothing further we can do at this time. Once we have a chance to review the invoice we will contact the customer. 

  Customer response

  08/20/2024

   
  Complaint: 22026267
  
  I am rejecting this response because: this company lied to get paid
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Install A $1300 new system which failed couple years later. Charge almost $700 to repair. Broke again in less than 6 months and is refusing to repair because it took me longer to pay. ( payment is fully collected)

  

  Business response

  04/03/2024

  We installed new water treatment equipment in May of 2021. We returned in November of 2023, two and a half years later, to perform maintenance tasks and informed the customer again that the system requires maintenance to operate properly.

  Additionally we are a COD company which the customer is aware of. We were not able to obtain payment until 65 days later which resulted in her account being placed on *************** Unfortunately there is nothing that we can do at this time. 

  Customer response

  04/03/2024

   
  Complaint: 21519496
  
  I am rejecting this response because:

  the technician on site told me the parts installed always default. The manager **** assure me the part is not always default and if is there any problems they could go back and repair. Payment was made is full. Manager **** refused to service because it could be something else and it took longer to receive the payment. Again, we are not talking about a cheap system, neither a disposable device. We are talking about a whole well system ( supposedly last at least 10+ years) almost $13k with installation. 
  

  I believed the company is not acting in good faith and are scamming customers installing malfunctioning devices in the systems

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

  

  Business response

  04/03/2024

  The water treatment system we installed was not even close to $13,000. The original visit in 2021 also included work on the well system including pump replacement. Labor and material are warranted for one year. This was well beyond that.

  As I mentioned it took over 60 days to collect the invoice amount and required us to file paperwork with small claims. 

  While I am sorry the customer is not happy there is nothing we can do at this time.

  Customer response

  04/04/2024

   
  Complaint: 21519496
  
  I am rejecting this response because: 

   

  unfortunately it seems that how this business operate. Its a shame. They do not care about the customer and will not stand behind their work. They collect FULL payment and is refusing to repair (not for free) the equipment they install years ago, broke down and the last repair was less than 6 months ago( again service man told me it would break again, but **** the manager guarantee thats not the case) I wasnt asking for a free service granted I have paid to repair several times, I was asking for the equipment to be service by the same company installed. This business should be audit since I suspect they are installing defective equipment to later repair later on the run. 

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

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Aztec sent multiple technicians to my property to unclog a drain, from 3/9/2024 to 3/15/2024. I paid them for multiple attempts to resolve the clog, none of which succeded but was happy to pay them for the labor cost despite no resolution. After the two failed snaking attempts, one of their technicians used a scope and determined that my plumbing was not to code and a junction was a "T" and needed to be a "Y" and that it'd take 2 guys 8 hours and $2800 to fix. They sent two technicians to my place, who opened up my ceiling and immediately determined the work did not need to be done -- all was to code. Instead of doing the original work, they instead cut some pipe in my garage and scooped out the clog, and put a vent under my bathroom sink. This took them significantly less effort and time, and one of the technicians on site was on his phone doing nothing while the other guy did the work.Aztec did not correct the original estimate and charged my card on file the full price of the large scope of work that was not performed. When I saw the charge and called them about this the following week, they said they didn't want to refund me since they baked in $1600 for a future pipe jetting that they never scheduled and was never performed.After 3 weeks of calling every other day, and multiple promises to get back to me by end of day, I'm now pretty sure they have no intent of rectifying this incorrect charge, which I find extremely unethical. I've submitted a dispute with my credit card company for the $1600 jetting they never did (and I now do not want) which they say was the reason they still charged me the nearly $3k on top of the $500 I was willing to pay them for the failed snaking attempts. I'm only disputing the $1600 for being charged for the wrong scope of work / jetting never performed.Despite charging me, they never sent me an invoice for the disputed work, but I do have email alerts of the technicians being sent on the 14th (who did the estimate) and 15th

  

  Business response

  04/19/2024

  Customer was given an estimate upon camera inspection to repair a troublesome section of piping. The initial quote did call for a ceiling and a wall to be cut to rectify the troublesome area, however when our technicians started their work they found that the ceiling did not need to be cut open and the problem area could be dealt with through the wall. Technician reached out to our drain specialist who, in turn, had a conversation with ********************** about the adjusted scope of work. He informed the customer that the price would not change for the scope of work, we simply did not need to access the ceiling anymore as the scope changed, but the work evened out. Agreeing to this, our technicians started the work and the customer has a repaired drain line. After the work was completed, the customer did call into the office where he spoke with the Drains and Install Coordinator. Not apprised of the entire situation, she stated she would look into what happened and that the extra charge MIGHT have been due to a potential jetting, but she did not know the details and would have to verify with the drain specialist. Upon learning the details of the job, the Coordinator reached back out to explain to the customer. Customer wanted to speak with a manager instead as he refuted what the Coordinator said and claimed the jetting was included (which it was not.) Upon speaking with the manager, customer continued to claim we owed him for a jetting that was never part of the initial job, which the manager clarified, and clarified that the cost of the job did not change - as the scopes were similar, we were just not going through his roof anymore.

  Please see attached for the initial estimate and the invoice written. The bottom portion was adjusted after the fact - initial technicians did not adjust at time of service, but the coordinator rectified and sent to the customer after the fact.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 23, 2016, I signed up for Aztec's yrly inspection plan at a charge of $12/month. From 2017-2019 inspections were performed in the June/July timeframe which was consistent with the anniversary date of my participation. In 2020, Aztec didn't send a tech until Nov. Rather than correct the error in 2021 and return to sending a tech in June/July, they continued to send their tech in Nov. which represented 6 months AFTER the anniversary date. In late Dec 2023, ******* at Aztec advised new plan would be about $190+yr. Jan. 15,I responded I no longer wanted to participate and that I wanted a refund of the $60 they overcharged me. No response so I sent similar emails to her Feb. 14, Feb. 22 and March 11 - all were ignored. March 12, **** the service coordinator wrote to advise that since a tech had come to my residence in Nov. 2023, the only thing he could offer is a $50 credit on my account. March 12, I responded I have no account with them and the only acceptable solution is a $60 credit to the credit card they used or a check in the mail. No response from him. I sent another email to him on March 14 and again no response. I can't believe an outfit like Aztec would treat their customers so poorly. I've used their services since moving here in 2009 - they've installed 3 toilets and 3 water heaters for me. I've defended this company when several friends and acquaintances warned me over their poor service and inflated charges. So, they repay loyal customers by refusing to issue a $60 credit card refund or a send a check. Needless to say, I'm listening to all those complaints about that company now.

  

  Business response

  03/27/2024

  We have spoken to ********************* and notified her that Aztec plumbing would issue a refund for $60.00 to her credit card as requested.

  The refund to her credit card was completed on 03/27/2024.

  Please let us know if there are any other concerns.

   

  Thank you

  Customer response

  03/29/2024

   
  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

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife contracted Aztec plumbing company (only one to respond to phone call) to fix a toilet leaking into crawl space for $2352. After 3hr they said they had to leave to another job. The leak was now worse then before they started. I was told they would come back to fix for an additional $2352. I explained all this to to ****** in the office and said I don't want them back and want a full refund. I made several calls and was passed to many different reps and was told this would be a corporate decision. My last call , I was told my request was being sent and would take awhile .It has been 4 weeks no response. I feel like this company has stolen my money.

  

  Business response

  02/23/2024

  Customer agreed to a repair under the home for his water line. Aztec performed work as listed on the scope of work for the estimate agreed to. When work was finished, pipes further under the trailer were found to be leaking. Specialist went out and quoted for this repair and, at the time, customer agreed to move forward. Customer then changed their mind and claimed that we caused the leak. Pipes were not on the initial quoted work and while they could have been disturbed during the repair to the quoted lines, they were not broken by us. Please see attached estimates and invoices.

  Customer response

  02/27/2024

   
  Complaint: 21199404
  
  I am rejecting this response because: my wife accepted an estimate to fix a leaking toilet under our house, which I have stated in my complaint . After paying Aztec the toilet was still leaking. I refused to have them come back to fix for another $2532. What should have been fixed the first time. I have video of my own and video from another plumber who we hired to repair what Aztec failed to do.
  
  Sincerely,
  
  *******************

  

  Business response

  03/20/2024

  The original call was for a smell coming from under the tub in the home, NOT for a leaking toilet. Aztec quoted to replace 3" x 2" cross tee and associated fittings - which was done. After the repair was made it was found that another section of the pipes under the home were leaking. We provided another estimate for those repairs - a tub drain and a toilet ****** replacement. We certainly do not want this customer to feel as though we have stolen their money, but the fact of the matter is, their home has very old pipes. We performed the work on the section we had indicated in our **************** that was leaking. Due to this being fixed we were able to find a second leak and quoted the repairs accordingly.

  Customer response

  03/21/2024

   
  Complaint: 21199404
  
  I am rejecting this response because:
  Aztec was the only company to respond to my wife's call to investigate an odor that we could smell inside our bathroom. Aztec opened an access to look under the house where the bath is located above. While they watched underneath they had my wife flush the toilet and could see the leak. When they finnished. I asked my wife to flush toilet again while they watched. Still leaking in the same spot. Totally unacceptable. Aztec identified the leak, made their repair and is not acknowledging it was still leaking in the same spot when they said they were done. This is not complicated. They did not fix the leak they detected. I would ask BBB again. Are there any free legal services available? Once more, I have a time stamped video of leak after repair. My new plumber also has pictures  of leak after Aztec repair. And leak was in the same spot before and after repair.

   

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

  

  Business response

  03/21/2024

  Good afternoon. I do not see any attachments to your responses. Would you be able to send me the images/videos you were speaking of so I may review it? My email is ****************************** for ease. I want to make sure that if it was our work that is leaking, that it is taken care of, but I also want to be fair in this. I appreciate any aide you can give me on this.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: 12/05/2023 8:34 AM EST Subject: AZTEC ******** REVIEW ******************************* How Much will it cost me for AZTEC PLUMBING AND DRAINS to come to my house BRAKE MY CAST IRON PIPE? (UNDER MY LIVING ROOM SLAB) APPARENTLY is...$10,870.00 to FIX what "THEY BROKE" Their INSPECTION SPECIALIST RECOMMENDED That I get my Pipe Jetted. $1700. I said ok. But... then I called their office and had them send their camera guy back out to Inspect/Scope the Cast Iron Pipe from the cleanout to make sure that Pipe can withstand the Jetting process. He came back out and did it. Then "assured" me that,the pipe will be fine. I said.. What if it Does Break? He said, If that happens we just put a liner in the pipe. and said the Jetters also use their cameras during the jetting process. They won't do it if they think the pipe will brake. The process usually takes about 2 hours to do it. They BEAT-SHOUVED-POUNDED on my Pipe for 6 hours. All of the sudden. They Packed up his truck. Told me he stopped because he is "NOW" Pulling SAND OUT. I said.. So that means the pipe in "NOW" BROKEN He said YES. They sent the Camera tech guy back out. He said. They can't do the liner because the pipe is "NOW BROKEN"????? THEY have been AVOIDING MY ( CALLS AND HAVE LEFT ME HANGING FOR over 1 month. when they finally got back to me. She said... AZTEC PLUMBING AND DRAINS is NOT liable for Damaged/ BROKEN PIPES.. I went to their ASSESMENT / DISCLAIMER DOCUMENT. They FORGED MY SIGNATURE. I Did NOT SIGN that Document. My 87 year old Mother lives in my house. The drain was slow but it still worked. Now it is TOTALLY CLOGGED. I can't do Dishes or Laundry Because AZTEC PLUMBING AND DRAINS ((BROKE)) MY DRAIN PIPE. I'm SURE the JUDGE is going to be very INTERESTED in that "FORGED" SIGNATURE... Law Suite PENDING The pictures that I loaded are. The FORGED signature on the ASESSMENT/DISCLAIMER FORM* The Estimate for them to FIX waht THEY BROKE

  

  Business response

  12/21/2023

    Aztec Plumbing was called out to ****************** residence on 10/24/23 due to his laundry and kitchen sink line not draining.  Our drain tech discussed options of cabling this line to attempt to restore flow.  ****************** explained that he had already attempted a cable and was unsuccessful.  Our drain tech then scheduled for our drain specialist to evaluate the issue with a camera.  we were unable to get a good visual or make it all the way through the line.  We then explained that the next step would be to attempt to clear the line with using a hydro-jet.  A hydro-jet is designed to clear a blockage in piping using high pressure water.  ****************** cancelled the appointment for the hydro-jet the next day.  He was concerned with the main line being able to handle the hydro-jet.  We explained that the hydro-jet would not directly damage his piping but may expose damage that already exist. We did camera his main line to evaluate the condition and determined that it appeared to be decent shape. 

  We then returned to attempt the hydro-jet to clear his line.  Unfortunately, we were unsuccessful due to the condition of the piping.  **************** told the jetting crew that he has had issues for years.  They explained that waiting to address the issue probably caused the issue to worsen.  We then sent our drain specialist back to the residence to give ****************** a permanent solution.  ****************** was not happy that we couldn't solve his issue in a different way.  He called into the office to discuss the issue.  We agreed not to charge him for the hydro-jet to hopefully help him understand that we were trying to help his issue.  He wanted us to replace his line at no cost.  We once again explained that his issue was already there and we did not cause it.  He complained that he didn't have this issue until the hydro-jet.  

  Unfortunately, ****************** has had a drainage issue for years.  We attempted the least expensive options at first that didn't work.  ****************** is wanting Aztec to replace the piping at no charge.  we are willing to work with ****************** but his drainage issue was not caused by the hydro-jet.

   

  Regards,

  ***************

  Drains and Install Manager

   

   

  Customer response

  12/21/2023

   
  Complaint: 21014044
  
  I am rejecting this response because: My drain WAS draining. It was just Slow. I never once got sand in my sinks. Now I DO. The ************ was too aggressive with their process. The Jetting was not the issue.  The Breakeage accured at the end of Slamming the Blockage for 6 hours. When the tech told me... He is NOW pulling sand out after 6 hours  of abuse on the pipe. I Clearely said.... So. Now that you are getting sand back That means that the Pipe is NOW BROKEN? The tech clearly said ... YES. I called the office 8 times over 6 weeks. When I finally got a email. The field supervisor completely Denied any wrong doin. and said... AZTEC PLUMBING IS NOT LIABLE FOR PREVIOUSLY BROKED MATERIALS. I pulled up the document That Has that DISCLAIMER on thew Fine print. It shows that I excepted their terms and That I signed that Document. I DID NOT SIGN THAT DOCUMENT. The signature on that document was "FORGED" See attached Document. They Never said that they will work with me on this issue. I am open for NEGOCIATIONS. From theIr company AZTEC PLUMBING AND DRAINS TO RESOLVE THIS ISSUE. Sensorially *****************************
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aztec came to re-line the pipes. Approximately, 12:30 ***** said he was leaving to go to another job and wanted to show my husband how to shut the compressor off in 4 hours after the resin hard set. My husband shut the compressor off as directed. ***** came to work, checked the liner, and said the master bathroom liner had partially collapsed. ***** was upset and spent most of the day drilling and trying to smooth out the liner. Another employee came and began working on the rest of the job. They put the master toilet with water in it on our hardwood floors and it leaked causing the hardwood planks to rise. After several hours, ***** said they would have to come back on Wednesday and left us with 1 working toilet. He assured us the job would be done on Wednesday and he would let the office know about the damage to the floor and the office would be in touch with us.Called ******************************* (sales person) to voice our dissatisfaction and concerns. He assured us the floor would be fixed and Aztec would be responsible for any repairs due to their lining failure and the toilet issue would get resolved. (see Exhibit A). I called and spoke with ****** about getting the floor fixed. ****** indicated it was up to me to find someone and once I did, I would send Aztec the invoice and they would reimburse me. I told ************** wanted that in writing. (Exhibit B) after numerous called I found someone. On October 9, I overnighted the invoice to ******, waited 2 weeks and emailed ****** on October 18 for status of the check. (Exhibit C). we have not been reimbursed for the floor invoice in the amount of $850.00(attached with Exhibit "C") or the $600.00 (Exhibit D) to hire another plumber to get an expert opinion on how to fix the plumbing issue caused by Aztec. ***************, the Install manager assured us we would be reimbursed for both invoices and after several calls to Aztec to check on the status of the check, to date there has been no resolution.

  

  Business response

  12/21/2023

  Aztec Plumbing installed a liner for the Himschoots', but unfortunately the liner failed.  We retuned and replaced the liner do to this issue.  I spoke with the Himschoots' several times assuring them that we would fix the issue with the liner.  I also explained that I was going to get with the Manufacturer of the liner to help with this issue.  This unfortunately did cause a delay.  We were able to get the liner replaced and sent reimbursement for damages.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started having problems with our drain lines in November 2021. Aztec came out and we eventually had them install a ** Liner. In June of ************************************************ July of 2022 they install the ** liner again. We started having minor issues in May of 2023 and on 5/28/23 we had a flood where both toilets overflowed and sewer backed up into the shower. The water from one toilet went through half the house and into the garage. We had to call Dry Zone to do a clean up. The next day Aztec came out and said there was root in the line where the previous liner had been installed. In the proceeding 2 months they came out an additional 4 times. There were a few appointments made where we waited an nobody showed up. We've called and communicated with *** the Manager several times. On 8/7/23 *** informed us that the crew that had been hired to install liners were not completing work and had to been terminated. Said that ***** will be doing the work for us. I informed him that we were leaving on vacation on Aug. 13th and the work needed to be done before then. We were having issues with the drains during this time. We had an appointment on 8/10/23 which we had to leave work early for and nobody showed up. On 8/11/23 we had another appointment and waited all day, nobody ever showed up. We had to pay someone to stay at our house while we were on vacation to make sure that there was no flooding. We received and email that we had an appointment on 8/15/23 and nobody showed up. On 8/18/23 we saw a tech show up on our Ring camera - he was only on site for 6 minutes. Since this time we have left several messages for *** and other managers and they have not returned any calls. In October, 2023 we had another company come out. They ran a camera down the line and there were roots where the original ** liner had been installed. He showed us that the liner had not been installed properly and noted that pieces of the liner were loose.

  

  Business response

  12/21/2023

  I am attempting to reach out to ********************* to resolve this matter.  Unfortunately, we did have an issue with our lining.  We now have an entirely new lining crew that is very capable of solving this ongoing issue.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1. On October 9, 2023, ******* from Aztec Plumbing responded to our call for help unblocking a toilet in our home. He used a snake in an attempt to clear the system. In the process, he broke the toilet and caused damage to the bathroom walls, baseboards, entryway rug and ottomans. The cost of ******** visit was $240. 2. Photos of the damage were obtained by ******* and by us. The cause and extent of the damage has not been an issue. 3. ************ from Aztec Plumbing came out a few days later to clear the system. The cost for that work was over $1600. I paid for the job on its completion. 4. ************************* supervisor at Aztec Plumbing, acknowledged the damage done to the bathroom and entryway over the phone. He asked me to carry out the repairs (wallpaper removal and replacement on 2 walls, repairing and painting baseboards, cleaning rug and ottomans) and to send the receipts to him. He said I would receive reimbursement **** days later. 5. On October 31, I sent the itemized receipts for the completed work to *************** (total: $6393.85). 6. A week later, my wife called *** for a status update. She was told that the check would be cut on November 8 and that we would receive it a few days later. 7. As we didnt receive a check, we tried to reach *** by phone. He has not been available. I was able to speak with his assistant on November 13. She informed me that Aztec Plumbing will not provide a prompt reimbursement. She said that Aztec Plumbing will pursue a claim with its insurance company.This has been a long and difficult process as we had just completed reconstruction of our home (including the bathroom and entryway) after hurricane *******I would sincerely appreciate any help you can provide as Aztec Plumbings pledge to reimburse us quickly is clearly not going to happen.Thank you very much.*********************************, M.D.

  

  Business response

  12/19/2023

  As ********************** has made the decision to elevate this to a legal manner we would prefer to handle the complaint and the resolution in that manner.  If ********************** decides not to address the matter legally than we are still more than willing to reimburse him for the bathroom repairs as previously discussed and the additional carpet cleaning cost.

  Customer response

  12/20/2023

   
  Complaint: 20874729
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer response

  12/20/2023

   
  Complaint: 20874729
  
  I am rejecting this response because: Previously, we agreed to split the court costs.  This response is acceptable if it includes the reconstruction costs including the rug cleaning cost and 50% of the Court costs.
  
  Sincerely,
  
  *********************************

  Customer response

  01/10/2024

   
  Better Business Bureau: This has been resolved.

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

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Aztec plumbing to replace our hot water heater. The next smaller size was the only one in stock so they installed it but instead of lowering the new hot water heater onto the existing platform, they stuck wood blocks under it. We called and said that they needed to come back and do the job properly. They sent the same person out to do the job which involved raising the length of the chimney at the top. When he reconnected the hot water heater, he did not tighten the nut to the main gas line!!!!!! We have been out of town, and our Home Watch person discovered the major gas leak when checking on our house. **** had to come out and shut off the gas and they were the ones who discovered that the nut was FINGER LOOSE which means he had not attempted to tighten it at all. We tried numerous times to contact Aztec throughout this emergency and they could not get anyone out in a timely manner. We also attempted to talk to anyone in management, but we were told that they all leave at 3 oclock in the afternoon . We are very concerned that this was done on purpose and could have not only blown up our house, but injured numerous people in our very densely populated neighborhood. The close-up of the connection was a photograph taken by our house watch person with the representative of TECO gas there at the time.

  

  Business response

  11/03/2023

  Dear *********************,
  
                 Thank you for bringing this matter to our attention. We are sorry for any inconvenience that the consumer may have Experienced. We have been in contact with Mr. and ******************* over the past several weeks. Below you will see a timeline of our communication with Mr. and *****************, also a timeline of the work we performed at their home.
  
  09/13- We installed a hot water heater correctly, But We did place 3 2x4 pieces of wood under the metal tray.
  Between 09/14 and 09/25 we had conversations with ****************** about the way the water heater was set on the metal tray on top of the wood.
                 On 9/26/23- we went back out to correct the wooden planks and placed the heater directly on metal stand. On this day we also completed other work for *****************.
                 10/9- WE did receive 4 calls from ****************** about the issue of the gas leak he had from a loose nut that was attached to the water heater.
                 On 10/9 -Teco was also called and arrived they tightened the nut and the gas leak stopped. Around 5pm on 10/9 ****, our service manager called and spoke to ****************** about what occurred. **** also followed up with a call on October 10th, **** did ask ****************** if he wanted himself to go out to his home to make sure that all was properly functioning and connected. We did not get any confirmation,so we did not go out to the home.
                 10/12- I spoke to ****************** about several things. First and most important apologized for what occurred. Second, we understood that we did make an error by not fully tightening the nut. This was an error but not left loose intentionally as mentioned in the complaint. Third, we discussed that I would have the service manager either **** or ****** come out to inspect the work completed by us. We would do the inspection at the convenience of their schedule. Fourth, Financial compensation was discussed but no amount was determined.
                 10/13- I called for our follow up conversation I left a message for *******************
                 10/16-****************** and I Spoke of the following. First, we apologized again for what occurred.Second, to schedule a time when **** would go to his home and inspect the work we completed. ****************** stated that when he was in town, he would let us know. Third, I offered $400.00 in compensation for the inconvenience caused.The compensation was accepted and given to him the week of 10/16/2023.
                 11/2 **** went to ****************** home and ****************** was present. **** Inspected all the work that was completed by us. There are no leaks, and everything is working properly. **** also did complete other work for no compensation.
  

  Customer response

  11/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. **** has resolved this complaint to our satisfaction.

  **** contacted us to try to resolve the situation. He also made us aware that the procedures have been put in place for any future emergencies. He sent **** to repair some previous work that we had had completed. Period parts were ordered and when they turned out to be the wrong kind, **** went to pick up the correct parts, that were almost an hour away. He returned and completed the job to our satisfaction. I wish **** and **** owned the company because I believe those two are very hard-working diligent professionals.

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

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