ComplaintsforMowery Heating, Air Conditioning & Plumbing

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Water softener wasn't installed correctly by Mowery and discovered leaks on 09/15/23 my laundry room flooded. Employee discovered it had had been leaking down my wall and brine tank sensor not hooked up. No hose so all water was going on my floor down my gas lines to crawl space over a month. I was told to run fans for a couple weeks to dry floor. After this repair my hair and skin started being damaged. Drove to Mowery numerous times being told not there fault. Aprox 10 months later they took fault. I asked for insurance they refused. They hired a guy to take care of fixing. I sent pics of one of his reviews to show credibility. It all sounded good until they realized the expenses. They covered damage up not realizing I had ******* come in and pics were taken & estimate for replacement. Mold redemption was not done correctly refused to remove encapsulation and replace after I was told they were. We had record rain in April they were doing demo there was 1 low spot in crawl a little water was under encapsulation demo cut it and stabbed holes in it for water to enter crawl. Company in charge said my house floods. My house has never flooded a small puddle of water appeared. They left the wood they stabbed it with beside holes,along with there foot prints by holes. I called Mowery numerous times on thing not being done correct. Said no one has ever complained. ***** has Mold again. My furnace condensation is running thru my vents causing moisture. House stinks like mildew and Mold. I was told house isn't new we don't have to fix to new standards. Gas lines are all rusted did have salt caked on them even new ones. My new fixtures are ruined from salt. Mold coming up from crawl on lines. 3 months ago I told **** I had ****************** look at crawlspace it needed immediate attention. A smart-ass comment did you test ********** floods. The worst is salt water causes bacteria its worse than Mold. I have flooring popping up as I walk. They removed softer no replacement.

  

  Business response

  08/29/2024

   Mowery hired a local licensed restoration company to complete the repairs from the water softener leak. The client has tried telling the restoration company from the beginning how to do their job. She has called their office and yelled at their office employees. The restoration company as went above and beyond to try and work with this client to complete the work to her expectations. The client has her own opinion of how things are to be done and there are issues with the home that the restoration company has tried to explain to the client that some of the issues have nothing to do with the leak from the water softener and are not Mowery's responsibility.  Mowery is not aware of any additional issues with the furnace re-installation, as Mowery has had a technician out twice to address said issues that the client has had and was under the impression said issues were fixed. Mowery and the restoration company have tried reaching out to the client several times to schedule a time to complete the final work and to review and address any issues the client may have. The client has failed to communicate with Mowery and or the restoration company. The kitchen sink that the client provided pictures of and is complaining of was not installed by Mowery, the client had another plumber install the kitchen sink and faucet. The stains on the tub drain are most likely not from salt but are hard water stains since the water softener was removed during the restoration process and the new water softener has not been reinstalled since the restoration process has not been completed due to the client's lack of communication with Mowery and or the restoration company. Mowery would agree to have their General Manager, and the owner of the restoration company visit the clients home to review said issues with the client. 

  Customer response

  09/03/2024

  Mowery did come out twice on the furnace but instead of fixing the leak by putting my furnace on the base how it suppose to sit they put tape on the condense line outside of furnace. Furnace originally had a cover on the whole condense line in and out so no sweating. Line is sweating inside and causing moisture to go thru my air vents. Out side of furnace did not leak any air and no tape all around one side of furnace. I was told be the tech Mowery sent to put the furnace on correctly it would cost me almost $800.00 to remove and reinstall the furnace to fix there own mistake. The restoration company is lied I do not believe in yelling at people the day I called 3 times I was trying to send them pictures the email provided was sending messages back to my phone warning me email not sent due to potential virus and 3G. They sent a employee out too take pictures and he seen all the damage there contractors did to my house. And also saw the walls were still damp due to painting over wet drywall mud. The restoration company wanted to send the same painters out that got paint all over my new trim, new floors all had to be replaced after they painted. I had to clean paint of my new kitchen cabinets, faucet, microwave and sink from them cleaning there supplies. All the drywall needs to be fixed as damage shown In pictures and sand the walls. I was also told painting over wet drywall mud and the high humidity the paint will eventually bubble, start cracking  and will peel of of walls this has already started show in pics I previously sent. Walls need to be stripped or replaced so why would I want this contractor back and more paint on bad walls. The sink leak has to do with the high amounts of salt going through my plumbing and my drain to bathtub is not hard water it is oxidation due to the high amounts of salt. I was told by ******* Plumbing all of my galvanized plumbing needs to be replaced due to oxidation in side of them due to the high amount of salt. The rust on gas lines mowery said there all rusted were nor replacing. Two of the lines was a aprox a year old. Rust due to salt and water puddled on encapsulation in crawl from water softner 100's of gallons of salt water was going in my crawl space with no were to go. There was still a small puddle almost 10 months later pics I originally sent show where the puddle was there is salt residue on encapsulation. I have also had ****************** at my  house and was told mold redemption was not done correctly encapsulation has to be torn out when mold redemption is done all debri removed and new reinstall for it to be successful. This was not done by the company that was hired. They originally were going to do this but Mowery cut corners to save money. I was told this by the company they hired the job order was changed. ****************** told me there was signs of active mold I called Mowery and **** they both asked if I had it tested that is for them to pay for not me. It is obvious by the smell of mold and mildew throughout my house it is active. The smell is so bad I get up shower and spend most of my time outside and in my garage afraid of what this is doing to my health. Also I am disabled and have severe arthritis so the humidity levels effect my body. I also sent a screen shot of a review I took off of yelp of this restoration doing the same thing on them lying and taking advantage of people. Mowery was suppose to have my water softer gone **** by a engineer they refuse to give me the results due to the damage to my house my skin and my severe hair loss and damage. They know the results and afraid of getting sued. Mowery also told me the only way for them to give me there insurance is a judge telling them knowing I am disabled and limited on my income. So they are lying and taking advantage of it. I paid for the softner I should know the results. I have been to dermatologist and under ********* for this toxic water going on my body for a long period of time. Also I asked for reimbursement of going to the laundry mat for almost 3 months this **** literally laughed at me and said I was nuts if I thought they were going to pay for it. My washer and dryer was unhooked so I had no choice. I also do not want companies back in my house he hired under a contract he signed they are not responsible for damage. How can he do this it's not his house. I would never hire contractors like this. If they were even real companies. All had old ***** ***** vans no company logo and not one in. A company uniform. Also I had warranty on my tankless water heater and my flooring now warranties are voided. I invested alot of money on my house for warranty to not worry and now voided. My hot water heater also needs replaced do to the toxic levels of salt to the internal parts and to have a warranty again. At this point I do not trust Mowery or **** due to all the damage they have done to my house and cutting corners to save money and there lies and trying to take advantage of a disabled single female. The damages they have done have destroyed my crawlspace and flooring and walls and the air I breath in my house let alone all of my belongings in my house that were being contaminated and still being contaminated. This is my house I want reliable well experienced companies all employees licensed and insured to fix there work not done correctly to put my house back how it was and replace everything that had warranties that no longer have a warranty due to the company's hired to replace damage from water softner and toxic levels of salt and poor quality of work done. I have estimates from 2 company's if needed.

  Customer response

  09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Mowery did come out twice on the furnace but instead of fixing the leak by putting my furnace on the base how it suppose to sit they put tape on the condense line outside of furnace. Furnace originally had a cover on the whole condense line in and out so no sweating. Line is sweating inside and causing moisture to go thru my air vents. Out side of furnace did not leak any air and no tape all around one side of furnace. I was told be the tech Mowery sent to put the furnace on correctly it would cost me almost $800.00 to remove and reinstall the furnace to fix there own mistake. The restoration company is lied I do not believe in yelling at people the day I called 3 times I was trying to send them pictures the email provided was sending messages back to my phone warning me email not sent due to potential virus and 3G. They sent a employee out too take pictures and he seen all the damage there contractors did to my house. And also saw the walls were still damp due to painting over wet drywall mud. The restoration company wanted to send the same painters out that got paint all over my new trim, new floors all had to be replaced after they painted. I had to clean paint of my new kitchen cabinets, faucet, microwave and sink from them cleaning there supplies. All the drywall needs to be fixed as damage shown In pictures and sand the walls. I was also told painting over wet drywall mud and the high humidity the paint will eventually bubble, start cracking  and will peel of of walls this has already started show in pics I previously sent. Walls need to be stripped or replaced so why would I want this contractor back and more paint on bad walls. The sink leak has to do with the high amounts of salt going through my plumbing and my drain to bathtub is not hard water it is oxidation due to the high amounts of salt. I was told by ******* Plumbing all of my galvanized plumbing needs to be replaced due to oxidation in side of them due to the high amount of salt. The rust on gas lines mowery said there all rusted were nor replacing. Two of the lines was a aprox a year old. Rust due to salt and water puddled on encapsulation in crawl from water softner 100's of gallons of salt water was going in my crawl space with no were to go. There was still a small puddle almost 10 months later pics I originally sent show where the puddle was there is salt residue on encapsulation. I have also had ****************** at my  house and was told mold redemption was not done correctly encapsulation has to be torn out when mold redemption is done all debri removed and new reinstall for it to be successful. This was not done by the company that was hired. They originally were going to do this but Mowery cut corners to save money. I was told this by the company they hired the job order was changed. ****************** told me there was signs of active mold I called Mowery and **** they both asked if I had it tested that is for them to pay for not me. It is obvious by the smell of mold and mildew throughout my house it is active. The smell is so bad I get up shower and spend most of my time outside and in my garage afraid of what this is doing to my health. Also I am disabled and have severe arthritis so the humidity levels effect my body. I also sent a screen shot of a review I took off of yelp of this restoration doing the same thing on them lying and taking advantage of people. Mowery was suppose to have my water softer gone **** by a engineer they refuse to give me the results due to the damage to my house my skin and my severe hair loss and damage. They know the results and afraid of getting sued. Mowery also told me the only way for them to give me there insurance is a judge telling them knowing I am disabled and limited on my income. So they are lying and taking advantage of it. I paid for the softner I should know the results. I have been to dermatologist and under ********* for this toxic water going on my body for a long period of time. Also I asked for reimbursement of going to the laundry mat for almost 3 months this **** literally laughed at me and said I was nuts if I thought they were going to pay for it. My washer and dryer was unhooked so I had no choice. I also do not want companies back in my house he hired under a contract he signed they are not responsible for damage. How can he do this it's not his house. I would never hire contractors like this. If they were even real companies. All had old ***** ***** vans no company logo and not one in. A company uniform. Also I had warranty on my tankless water heater and my flooring now warranties are voided. I invested alot of money on my house for warranty to not worry and now voided. My hot water heater also needs replaced do to the toxic levels of salt to the internal parts and to have a warranty again. At this point I do not trust Mowery or **** due to all the damage they have done to my house and cutting corners to save money and there lies and trying to take advantage of a disabled single female. The damages they have done have destroyed my crawlspace and flooring and walls and the air I breath in my house let alone all of my belongings in my house that were being contaminated and still being contaminated. This is my house I want reliable well experienced companies all employees licensed and insured to fix there work not done correctly to put my house back how it was and replace everything that had warranties that no longer have a warranty due to the company's hired to replace damage from water softner and toxic levels of salt and poor quality of work done. I have estimates from 2 company's if needed.
  
  Regards,
  
  ***** *****

  
  

  

  Business response

  09/06/2024

  Mowery has assured this customer that they would make sure the customers home is restored to its original condition and Mowery still stands behind that promise. Back in April / May the customers crawl space was full of water. The customer blamed it on a ******************** leak in the crawl space even after the owner of the restoration company assured her that was not the case. The customer was advised by the restoration company that the encapsulation needed removed so the crawl space could dry out, then reinstalled and that this had nothing to do with Mowery and the water softener. The restoration company advised the customer that the water in the crawl space was ground water from all the rain. The customer called ********************** and spoke to the General Manager and at the customer's request ********************** sent a plumber who verified there was no plumbing leaks in the crawl space. Mowery advised the customer that a sump pit and pump should be installed. The General Manager at Mowery called and explained this to the customer, the customer stated she had never had water in her crawl space before. why do I need to do this now. The General Manager asked the customer a few questions about here homes gutters and ground level around the crawl space but could not answer the customer questions and explained to the customer that ********************** has no control over ground water.  The crawl space being full of water also delayed the flooring company being able to install the replacement flooring. Since the crawl space was full of ground water and the customer has still not had the encapsulation removed so the crawl space could dry out and has not addressed the ground water this is most likely the cause of the musty smell in the home. The customer states that she never had this musty smell in her home before, but she also has never had a crawl space full of ground water. Mowery also sent a plumber out on another visit to inspect the gas line that another plumbing company told the customer they needed replaced. The General Manager had that plumber face time him while there and both the plumber and the General Manager agreed the gas line does not need replaced. All black steel gas lines will rust over a period of time. The Geneal Manager at Mowery also called the General Manager at the other plumbing company and questioned hm about his plumber stating the all the gas lines needed replaced, that General Manager agreed that they probably didn't need replaced. This other plumbing company pays their plumbers buy commission, so the more they sell a customer the more the plumber makes. ********************** does not pay their employees that way, all employees are paid by the hour. Mowery reinstalled the furnace and indoor coil just as it was before Mowery removed it for the restoration process to begin. The General Manager at Mowery has previously explained to the customer that her water heater is under warranty by the manufacture not the other plumbing company, that the other plumbing company is telling her that it anyone else works on it that it will void that warranty, that this is just way for them to make sure she only uses the other company. The General Manager also reassured the customer that after the restoration was completed that Mowery would service and flush the customers water heater at no charge. ********************** never told the customer that the previous defective water heater was going to be inspected by an engineer, Mowery told the customer that they would return it to the supplier as a defective unit and reinstall a new softener once the restoration process was completed. The General Manager was in good communication with the customer, answering all customers questions, addressing the customers concerns but was never made aware of any issues with the furnace / coil installation, the sink and or tub drain. Nor was the Genral Manger aware of the laundry bill the customer asked to be reimbursed for. ********************** would agree to have their General Manager visit the customers home to review all the customers concerns. If ********************** has to hire a different restoration company and or general contractor to fix these customer concerns ********************** would agree to do so. 

  Customer response

  09/15/2024

  Mowery has not even came close to addressing the damage to my home. I realized you did not receive my pictures with my complaint. I have over 300 pictures of damage to my home caused by mowery and the company mowery hired and numerous videos. My next response and evidence will be faxed so I can let the BBB see what I am having to deal with and the health hazzard I am having to live in due to Mowery. There are pics provided of some of the proof of this company lying to you  desperately not wanting to pay for damage to my home. Also as of Mowey talking to ******* PROBABLY is a wide word because who they if they even did has not been to my home. A licensed experienced tech seen the damage to my house and know what there talking about. Some has already came true. My hot water heater warranty is voided and when running is loud and when in shower water will turn burning hot I have to be very cautious. Seal in sink dry rot exactly what he said would happen. Mowery commented someone else installed sink. It is in my garage still in mowey box along with the faucet. I hope the pics I sent proves to the BBB why I don't trust this company. If requested more proof I can hand deliver over 300 pictures of proof of damage and proof of the lies being told to you by Mowery. And as for the softner a few of there employees know me. The softner ***** was in charge of manufacture sent 2 engineers in suits to pack it for flight so no damage would acure during flight back to manufacture so it could be torn down by engineers to find out what happend. Defect, employee error or fowel play. So it would be known why this happened. You may not have received the copy I thought I sent. Results were 10 toxic levels. The softner was never to leave my property. I told the tech. I wanted detail pics and it gone thru in front of me due to my skin damage and hair damage. Mowery had a truck sitting around the corner to haul it employees told me they were under strict orders to get it on truck quick so driver could leave. Snag the evidence. I want the results from the manufacture. Mowery is keeping them due to they are at fault and gut feeling fowl play by there merge of **** plumbing gone bad. If you call **** plumbing # Mowery answers **** plumbing. My list of damage is long. I have all proof needed on why they will hire ******* to do all plumbing and furnace/air work and new hot water heater with my 25 yr warranty which was voided and anything else from estimate i was given.  And to begin with mold and bacteria testing needs to be done in crawl and entire living space and paid by mowery. I trust ****************** to do mold redemption and re encapsulation. They have seen the poor quality of work preformed. A licensed insured contractor to redo my walls,flooring,trim and clean or replace all copper, pvc and hosing discolored from chemicals and paint all in laundry room was new it needs to look new again. A cabinet company needs hired due to there is trim nailed to my new cabinets that doesnt even match my cabinets and a sawzaw was used to cut my wood planks my floor was installed before cabinets were installed so flooring is under cabinets. New kick plate and if they damaged cabinets they need replaced when this started they were only a month old. Car seat needs replaced. The sink they said was installed needs installed. My out of pocket expenses water test , laundry, hair treatments, bottle water I used to wash with and still rinse my body off with after shower, hair and skin products trying to save hair and spots on face. All contacts actors will be prepaid show me receipt, insurace and license i will not be stuck with a bill for work done. If mowery does not agree and I feel they think they can get away with this because I am a single disabled female but they don't realize I am a very strong and smart female please BBB Help me get the news involved. I feel my house is not healthy for me to be in. Thank you and again let me know if you need all my pics of evidence.

  Customer response

  09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Mowery has not even came close to addressing the damage to my home. I realized you did not receive my pictures with my complaint. I have over 300 pictures of damage to my home caused by mowery and the company mowery hired and numerous videos. My next response and evidence will be faxed so I can let the BBB see what I am having to deal with and the health hazzard I am having to live in due to Mowery. There are pics provided of some of the proof of this company lying to you  desperately not wanting to pay for damage to my home. Also as of Mowey talking to ******* PROBABLY is a wide word because who they if they even did has not been to my home. A licensed experienced tech seen the damage to my house and know what there talking about. Some has already came true. My hot water heater warranty is voided and when running is loud and when in shower water will turn burning hot I have to be very cautious. Seal in sink dry rot exactly what he said would happen. Mowery commented someone else installed sink. It is in my garage still in mowey box along with the faucet. I hope the pics I sent proves to the BBB why I don't trust this company. If requested more proof I can hand deliver over 300 pictures of proof of damage and proof of the lies being told to you by Mowery. And as for the softner a few of there employees know me. The softner ***** was in charge of manufacture sent 2 engineers in suits to pack it for flight so no damage would acure during flight back to manufacture so it could be torn down by engineers to find out what happend. Defect, employee error or fowel play. So it would be known why this happened. You may not have received the copy I thought I sent. Results were 10 toxic levels. The softner was never to leave my property. I told the tech. I wanted detail pics and it gone thru in front of me due to my skin damage and hair damage. Mowery had a truck sitting around the corner to haul it employees told me they were under strict orders to get it on truck quick so driver could leave. Snag the evidence. I want the results from the manufacture. Mowery is keeping them due to they are at fault and gut feeling fowl play by there merge of **** plumbing gone bad. If you call **** plumbing # Mowery answers **** plumbing. My list of damage is long. I have all proof needed on why they will hire ******* to do all plumbing and furnace/air work and new hot water heater with my 25 yr warranty which was voided and anything else from estimate i was given.  And to begin with mold and bacteria testing needs to be done in crawl and entire living space and paid by mowery. I trust ****************** to do mold redemption and re encapsulation. They have seen the poor quality of work preformed. A licensed insured contractor to redo my walls,flooring,trim and clean or replace all copper, pvc and hosing discolored from chemicals and paint all in laundry room was new it needs to look new again. A cabinet company needs hired due to there is trim nailed to my new cabinets that doesnt even match my cabinets and a sawzaw was used to cut my wood planks my floor was installed before cabinets were installed so flooring is under cabinets. New kick plate and if they damaged cabinets they need replaced when this started they were only a month old. Car seat needs replaced. The sink they said was installed needs installed. My out of pocket expenses water test , laundry, hair treatments, bottle water I used to wash with and still rinse my body off with after shower, hair and skin products trying to save hair and spots on face. All contacts actors will be prepaid show me receipt, insurace and license i will not be stuck with a bill for work done. If mowery does not agree and I feel they think they can get away with this because I am a single disabled female but they don't realize I am a very strong and smart female please BBB Help me get the news involved. I feel my house is not healthy for me to be in. Thank you and again let me know if you need all my pics of evidence.
  
  Regards,
  
  ***** *****

  
  

  

  Business response

  09/24/2024

  Good afternoon my name is **** ****** the General Manager at Mowery. I have wanted to send you a message regarding this complaint from ***** *****. First, I would like to say that Mowery has always stayed in good standards with the BBB and that any complaints have always been handled immediately and resolved to the consumers satisfaction. Which is what Mowery is trying to accomplish with this customer. I am trying to figure out what the next step is in this complaint. All communication between this customer and the restoration company and between the customer and ********************** stopped in July. The customer declined to return my calls and or the restoration owners calls. There has been a lot of statements made by this customer that are just not true and some of the things she feels Mowery is responsible for at her home are truly not Mowery's responsibility. The restoration company took pictures of all the damage that was caused by the water softener that leaked after installation. For instance, the restoration process was delayed in April due to the crawlspace being full of water, so the flooring could not be installed. The owner of the restoration company tried explaining this to the customer and that the water was ground water from all the rain we had at that time. The homeowner would not listen to the restoration company, so the owner of the restoration company called me to explain what was going on. I then called the homeowner and tried explaining it to her, but she insisted that was not true that she could hear a plumbing leak in the crawlspace. I then sent a plumber out the next day to inspect the plumbing for a leak, at no cost to the homeowner. The plumber found no plumbing leaks, so I called the homeowner back and explained to her again that it was ground water, I asked if she had extensions on her gutters to get the water away from the home. She said "No, I have never had water in there before". But yet if you look at the pictures, she sent there are extensions on the gutters now and if you look close enough you can tell the ground as not been disturbed by water coming out of the extensions which tells me that they were just recently added. As far as the crawl space encapsulation who knows when or how the hole got in the encapsulation, the customer has had other companies out who were in the crawl space. She told me on the phone back in April that she had another plumbing company out to inspect the gas lines in the crawlspace. As for the tankless water heater, Mowery agreed to service and flush the heater after the restoration process was completed and the new water softener was installed. Thus removing any build up in the heat exchanger from operating on hard water, Since the restoration process cannot be completed the tankless water continues to operate on hard water which could in turn clog the heat exchanger which Mowery should not be responsible for since the homeowner has declined to let Mowery's General Manager meet with her to review all her restoration complains and allow Mowery the opportunity to solve these complaints to the consumers satisfaction and within reasonable customary. Mowery has even offered to hire a different restoration company, to review the pictures taken by the original restoration company, review the work completed by the original restoration company, and to have the new restoration company work with both the homeowner and Mowery to correct, repair, replace any defects installed, missed or not completed correctly by the original restoration company. 

  

  Business response

  10/02/2024

  Good afternoon my name is **** ****** the General Manager at Mowery. I have wanted to send you a message regarding this complaint from ***** *****. First, I would like to say that Mowery has always stayed in good standards with the BBB and that any complaints have always been handled immediately and resolved to the consumers satisfaction. Which is what Mowery is trying to accomplish with this customer. I am trying to figure out what the next step is in this complaint. All communication between this customer and the restoration company and between the customer and ********************** stopped in July. The customer declined to return my calls and or the restoration owners calls. There has been a lot of statements made by this customer that are just not true and some of the things she feels Mowery is responsible for at her home are truly not Mowery's responsibility. The restoration company took pictures of all the damage that was caused by the water softener that leaked after installation. For instance, the restoration process was delayed in April due to the crawlspace being full of water, so the flooring could not be installed. The owner of the restoration company tried explaining this to the customer and that the water was ground water from all the rain we had at that time. The homeowner would not listen to the restoration company, so the owner of the restoration company called me to explain what was going on. I then called the homeowner and tried explaining it to her, but she insisted that was not true that she could hear a plumbing leak in the crawlspace. I then sent a plumber out the next day to inspect the plumbing for a leak, at no cost to the homeowner. The plumber found no plumbing leaks, so I called the homeowner back and explained to her again that it was ground water, I asked if she had extensions on her gutters to get the water away from the home. She said "No, I have never had water in there before". But yet if you look at the pictures, she sent there are extensions on the gutters now and if you look close enough you can tell the ground as not been disturbed by water coming out of the extensions which tells me that they were just recently added. As far as the crawl space encapsulation who knows when or how the hole got in the encapsulation, the customer has had other companies out who were in the crawl space. She told me on the phone back in April that she had another plumbing company out to inspect the gas lines in the crawlspace. As for the tankless water heater, Mowery agreed to service and flush the heater after the restoration process was completed and the new water softener was installed. Thus removing any build up in the heat exchanger from operating on hard water, Since the restoration process cannot be completed the tankless water continues to operate on hard water which could in turn clog the heat exchanger which Mowery should not be responsible for since the homeowner has declined to let Mowery's General Manager meet with her to review all her restoration complains and allow Mowery the opportunity to solve these complaints to the consumers satisfaction and within reasonable customary. Mowery has even offered to hire a different restoration company, to review the pictures taken by the original restoration company, review the work completed by the original restoration company, and to have the new restoration company work with both the homeowner and Mowery to correct, repair, replace any defects installed, missed or not completed correctly by the original restoration company. 

  Customer response

  10/03/2024

  I am tired of the lies **** is saying. I am sending pictures proving more lies being told by ****. Writing on pictures. I feel he thinks I am a stupid person I am not I am well educated along with my kids my son has 6 engineering degrees and can look at something and knows when it's wrong. **** needs to not use my pictures to grasp any excuses he can think of when viewing them for example new gutter extensions (2019) you saw dirt not realizing that was gravel for lawn mower to get in side yard and backyard with a small flower bed I tore out to be able to plant a ****. And extend a current flower bed which i have done. It is self watering with the 2019 gutter extenion. If **** would have listened to me on the damage and practically begging him numerous times to come look at what the companys were doing to my home. There would be less damages. The bad thing is Mowery even did numerous damage by sending some inexperienced non licensed employees to do work to save money. And you should have listened to your experienced plumber when he called you and told you the contractors had damaged my home he also took pictures for you to look at so you were aware of damages. He also called you on the crawlspace not flooded and it was obvious a knife cut a big slice and foot print and stick they used to stab it. I was standing right beside him when he called you so stop lying to get out of fault. I can get if needed statements from previous owners this house has never flooded. I quit calling you because you would do nothing about it and you told me I was nuts. I am not. I quit calling **** when he yelled at me and called me stupid. I will not deal with people like you or **** discriminate me because I am a female and disabled. I also sent a few screen shots I found online of another older female that had a plumbing company and Complete Drying lying and even lying to the insurance company until other companies sent the proof and they were amazed at what had accured. ***. To sum it up you need to pay to have my house fixed how it was before your company and your contractors damaged my home and PLEASE stop the lies I have 415 pictures of damage a plumbing company has pics and video of crawl. And numerous people that will state the condition of my home after remodeling was done. Thank you

  Customer response

  10/03/2024

  If you did not receive my response please let me know. I tried going back to add pictures I forgot after I hit done. I am sending pictures Thank you

  Customer response

  10/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I am tired of the lies **** is saying. I am sending pictures proving more lies being told by ****. Writing on pictures. I feel he thinks I am a stupid person I am not I am well educated along with my kids my son has 6 engineering degrees and can look at something and knows when it's wrong. **** needs to not use my pictures to grasp any excuses he can think of when viewing them for example new gutter extensions (2019) you saw dirt not realizing that was gravel for lawn mower to get in side yard and backyard with a small flower bed I tore out to be able to plant a ****. And extend a current flower bed which i have done. It is self watering with the 2019 gutter extenion. If **** would have listened to me on the damage and practically begging him numerous times to come look at what the companys were doing to my home. There would be less damages. The bad thing is Mowery even did numerous damage by sending some inexperienced non licensed employees to do work to save money. And you should have listened to your experienced plumber when he called you and told you the contractors had damaged my home he also took pictures for you to look at so you were aware of damages. He also called you on the crawlspace not flooded and it was obvious a knife cut a big slice and foot print and stick they used to stab it. I was standing right beside him when he called you so stop lying to get out of fault. I can get if needed statements from previous owners this house has never flooded. I quit calling you because you would do nothing about it and you told me I was nuts. I am not. I quit calling **** when he yelled at me and called me stupid. I will not deal with people like you or **** discriminate me because I am a female and disabled. I also sent a few screen shots I found online of another older female that had a plumbing company and Complete Drying lying and even lying to the insurance company until other companies sent the proof and they were amazed at what had accured. ***. To sum it up you need to pay to have my house fixed how it was before your company and your contractors damaged my home and PLEASE stop the lies I have 415 pictures of damage a plumbing company has pics and video of crawl. And numerous people that will state the condition of my home after remodeling was done. Thank you
  
  Regards,
  
  ***** *****

  
  

  Customer response

  10/13/2024

  I reread mowery response there response stating they will flush my water heater. I will find the or contact to get a copy. The hot water heaters manufacturer ****** does not allow there tankless water heaters to be installed without a water softener. Hot water heater came with a 20 or 25 year warranty. The company who installed the tankless water heater is who I called to test water and look at pipe in bathroom shower wall mowery was trying to get  ****** out of me. The water softeners toxic levels were breaking up anything in galvanized pipe  in my house until bypassed but could take years to correct on its own and my hair and face are still bad from the water. The day tech witnessed and bypassed the water softener the warranty to the hot water heater was voided. He gave me a invoice that stated warranty voided due to high amounts of salt and water softner bypassed. I asked why due to high amount of salt dry rotting seals and doing internal damage ect. And bypassing softner. And flushing will not fix damage or get my warranty back. **** stated if we flush it manufacturer will not know. That says how shady Mowery is. I picked the expensive Navion due to the long warranty and good reputation. Mowery needs to pay the company who initially installed my water heater to install me a new one. And put the water heater plumbing back where it was and paint free. With my warranty and I also paid for something I would have to contact plumber. And second I wanted to address is **** has not tried calling my phone and me not answer I can contact my phone company everybody can request records of calls. And ground not disturbed from guard. Lol I will look back in previous phones and find where 2 go under ground 1 in driveway and 2nd at garage at end of the house which **** is questioning a gutter guard that at the end of it dirt was dug out and roofing shingles were put down all the way to a flower bed water flows well also. I would say 10 ft past extention and so when it rains it gives extra water to my flower bed. This has also been done off the side gutter to my enclosed carport going to a flower bed/ tree in back yard. But neither of these gutters should even be questioned. I'm not a gutter guy or plumber but it's common sense the one in question is on end of 2.5 car garage/and 2.5 car remodeled to living space which used to be a 5 car garage it is on a slab. Carport gutter with guard on slab and carport has been turned to a patio which is carpeted it doesn't get wet.  Driveway that has excellent elevation and extra long gutter for length and also extra 4 ft extension. Which none should matter. The demo people you brought to my house  cut it and did numerous amounts of damage when I questioned they were not liable (sombody saved money). I am Assuming these company's were not all licensed, insured. And your experienced plumber is who brought it to my attention on straight cut was from a knife and demos foot print and stick used to stab holes. Encapsulation was doing what it was installed to do in a record rain and aprox a 1ft section had under 2 in under Encapsulation. And again you were informed while I was next to plumber. So fix my house you paid all these inexperienced people and you need to fix there mistakes and your employees mistakes. And the proof of damage in pictures show all. And 2 licensed plumbers.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had mowery come look at my furnace is why I called them however it was spring and getting warm out so they serviced my air instead. I was charged ******. The problem wasnt fixed and I had to call them several times to try and fix thru the summer when it would all of a sudden stop working. I was told I wouldnt be charged any service calls anymore for this but when they came back in October I was charged twice $85. He said the last time it couldnt be fixed and I needed to purchase a new one which I was quoted almost ****** more dollars. I asked him to turn the air back on that was working when he got there and he replied to me that it wouldnt turn back on anymore and that it was winter time almost and I didnt need to be using the air conditioner anymore anyways. He left my house with my thermostat ripped from the wall and just dangling from the wires its never worked since then. It was a brand new thermostat. The furnace was left with parts taken off and not put back on or the cover to the furnace that he just threw in the floor of my garage. I called Mowery about the service charge and they issued me a check I picked up from the office. It ended up bouncing in my account which made all my other payments bounce several times costing me hundreds of dollars from this. Not to mention now my air or my heat didnt work and this is after I paid them over a thousand dollars to fix and what I wanted fixed never was and what they did fix they came back And broke it to where its never worked since then. Now I have had to use window air conditioners and space heaters ever since this because I dont have the extra money to pay someone else to clean up their mess they made out of it to where I dont have any choice but to get all new units. I feel taken advantage of and misled and to the point they sabotaged my existing units I had.

  

  Business response

  03/18/2024

  March 18th, 2024
  
  
  
  Re: Complaint # ********
  Consumer: *****************************
  
  
  Good afternoon. Mowery was at this consumers home on May 19th,2022, to provide a free estimate to repair their A/C unit that was not cooling.The technician found the transformer was bad and advised the customer that transformers just do not fail, that they usually fail because of another problem.With the transformer be defective nothing on the furnace would operate so the technician explained to the customer that first step was to replace the transformer, that there may be additional problems he finds once the transformer is replaced. The technician also noted the low voltage wiring needed rewired at the furnace and the condensate line from the indoor air conditioning coil needed replumbed. The technician provided the customer a price up front to replace the transformer, rewire the low voltage wiring at the furnace and to replumb the drain line, the customer approved for these repairs to be completed. Once the repairs were completed the technician checked the operation of the furnace and air conditioner, both were operating properly at that time. The customer them paid $957.16 for these repairs. On May 28th,2022, the customer called our office and stated the air conditioner was not operating again. A technician was dispatched to the home to find the transformer had failed again. The technician replaced the transformer again, check the operation of the system and recommended the customer replace the air filter,the customer was not charged for this service call. Then on May 28th,2022, the customer called our office because the air conditioner had stopped working again. The technician checked the system and found it to be frozen up due to the air filter being plugged. The technician advised the system would need to thaw and that the air filter needed replaced and that this could be the reason the unit froze up. The customer was not charged for this service call. Then 5 months alter on October 10th, 2022, the customer called our office stating they had no heat. The same technician that was at the customers home on May 28th was dispatched to their home. The technician determined the wire from the thermostat to the furnace had failed causing the fuse and the furnace control board to short. The technician gave the customer a quote to repair the unit. The customer then told the technician that she did not want Mowery to fix the unit, that she had a friend that could fix it much cheaper. The technician did leave the furnace apart and the thermostat off the wall since the repairs had not been completed yet. The technician charged the customer an $85 diagnostic which the customer paid. On October 11th, 2022, an estimator was scheduled to visit the home and provide the customer with an estimate to replace the furnace. The estimator called the customer to let her know he was headed to her home, she asked how much a new furnace would be. The estimator explained to her that he really needs to come out and look at it and that there are several options and different model furnaces, at the customers request the estimator gave the customer a ballpark figure and the customer said never mind you dont need to come out here, but I want my furnace put back together and the thermostat reinstalled on the wall. A technician was dispatched to the customers home on at 4:20 that afternoon. The technician looked over the system and determined the thermostat wire from the thermostat had shorted out and caused the fuse to blow and short out the circuit board. The technician advised the customer the thermostat wire would need replaced along with the furnace circuit board and fuse.The customer asked the technician to leave. No repairs were done, customer was not charged for this visit. On October 12th, the customer called our office asking to speak to a manager about the $85 she had paid on October 10th.After speaking to the customer, the manager agreed to refund the customer the $85. The customer came into our office and picked up the $85 check and she deposited into her account. At this time ********************** had a new fraud alert system placed on the banking account, our controller must go in and approve any check for an individual or vendor that is not previously approved with our bank. The check for the customer was not approved as our controller was out of the office and missed the email from our bank to approve payment to the customer. Because of this it caused the customer account to get over drafted. The customer then called our office upset that her account was overdrawn, Mowery then provided the customer a check for $133 to cover the $85 and the overdraft fees the customers bank charged her.
   On October 31, 2022,the customer called our office stating she had no heat. A technician was dispatched and upon diagnosing the system determined the incoming electrical wire from the electrical panel had burnt. The technician recommended the customer call an electrician to replace the wire. The customer was charged an $85 diagnostic fee which the customer did pay.
   I was involved with this customer and spoke to her on the phone and agreed to refund her the $85 and the $48 overdraft fees that she incurred. We apologize for the check accident it was purely a mistake and something new that our bank at just implemented. After the visits in May and June to work on the air conditioner with the last being on June 28th, 2022, when we found the plugged air filter, and we no longer heard from the customer until October for a no heat we assumed the air conditioner had been fixed and that the no heat problem was not related to the air conditioner problem since there was 5 months between service calls. We gave the customer a quote to fix the furnace in October, but she stated she had a friend that could fix it cheaper, Mowery has no idea who the individual is or if that are an actual HVAC technician. In good faith Mowery would agree to a refund of $465 which is half what the consumer has requested minus the previous $85 refund.
   
  
  
  Thanks,
  
  
  *********************
  General Manger
  **************
  **************************************

  Customer response

  03/18/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

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