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Complaint Details
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Initial Complaint
10/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had a hot water heater replaced for $3850. I asked for a breakdown of the fee and have not received it yet. I have sent a number of emails back and forth but nothing. The person I am dealing with (**** ******) says he is having trouble finding the numbers despite the fact he told me it was something he could do. How did that original fee get determined in the first place? Did he just make it up? All I am asking for is a breakdown of the $3850 - how much was the hot water heater itself, how much was the labor, extra parts, and removal cost. I have been getting the runaround since August 30.
Business response
10/28/2024
As the sales manager I provide the equipment pricing that our comfort advisors use for in home selling. The pricing includes material cost, labor and company overhead. There are numerous expenses that go into each of these categories. When our advisors or technicians visit homes, they investigate the request and provide an upfront price for the recommended solution. This is a very common practice in the service industry as it provides customers with a firm price for the service requested. With this process we have a standard install price, therefore we do not have per job breakdown of labor and materials.
Respectfully,
**** *******
Snelling Company
Customer response
11/04/2024
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. Although it's a b.s. answer from SNelling. If this was the practice, why wasn't I informed early on in the process with this response? Therefore, I think they're covering their backside; a common business practice.sincerely,
****** ****
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.