ComplaintsforGeorge A Morlan Plumbing & Appliance Co

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a water heater through George Morlan in 2019, which they installed. Shortly after the installation, I heard a noise coming from the water heater, so I called up their service department. The person I talked to was very rude, but eventually told me I had water hammer and that I needed my pipes replaced, and that it wasn't an issue with the water heater. They refused to do any sort of inspection of the water heater or give me any additional help.Per their instructions, I installed water hammer arrestors, and the summer of in 2022 I had the house entirely repiped. The sound from the water heater didn't stop happening. I called George Morlan again, and they once again told me that I had water hammer and needed my pipes replaced. Once I told them that I had entirely new pipes, they gave me the service number for the water heater manufacturer.I found out from the water heater manufacturer that George Morlan had never registered the water heater through them, despite telling me that they would, and that the noise I was hearing meant the water heater was defective. Since the water heater was under warranty, they replaced it, but I had to get George Morlan to do the replacement and pay George Morlan for the installation.George Morlan didn't charge the regular going rate for plumbing work in this area for the installation ($150-200). They charged the exact same price as the cost of the water heater (almost $900), for less than 1 hour's work. And, they once again didn't register the replacement water heater.I've already tried to resolve this issue through mail, but I haven't heard anything back in over 2 months.I'm incredibly dissatisfied with the service, the way I was treated by their service team every time I've called them, the exorbitant price they charged for less than 1 hour worth of work, and the lack of any sort of response to my attempts to resolve the issue. I'm flummoxed that they have an A+ BBB rating, considering everything I've experienced.

  

  Business response

  03/20/2023

  In preparation for our response to this complaint, we reviewed all available work orders and records dating back to the original water heater install 04/16/2019.
  
  It is unusual for our company to refuse a service call on a customer complaint with respect to a recent water heater install by our service department. I have searched for both electronic and paper records but have been unable to find any call records relating to noise complaints from this water heater installed in 2019.  In the future, we ask the consumer to immediately request a manager or supervisor, if they feel an employee is being rude, and or non-helpful, in resolving any problem.
  
  We do sincerely apologize for an employee rudeness, and all complaints are taken seriously, investigated, and managed as quickly as possible.
  
  Although we feel there are misunderstandings by the consumer in their complaint statement and attached letter, it is obvious the consumer feels they have been aggreged.
  
  The manufacturers warranty for the water heater originally installed, notes the tank and parts will be covered for manufacturers defects for a period of 12 years from the date of purchase (install) and ONE year for labor coverage.  This warranty does not cover the additional items used to plumb the tank to the homes water system, connect electrical or gas as required or bring the water heater up to any municipal codes.  Therefore, in most cases, a warranty replacement water heater takes a similar time and materials to install as the original water heater.  Factually, a warranty replacement takes additional time on the backside of the transaction for paperwork submittals, handling of the defective tank, etc.
  
  Our pricing is always stated up front, at the time of the order.  The warranty exchange pricing was agreed to by the consumer when ordered.  Our pricing for water heater installs is based on averages of time, material cost that are included in the install package, labor costs, etc., and reviewed annually.  This pricing is commonly known as FLAT RATE pricing.  Using this type of pricing structure is common in the plumbing industry and does not vary based on time on the job.   If this job took all day to complete, the original price agreed to would not increase.
  
  In review of this complaint, costs involved, and monies collected, we can offer a special Friends and Family discount of 20% on the invoiced labor amount of $899.00.  This discount is not an admission of guilt, liability, or responsibility.  If the consumer accepts our offer, we will have a company check sent to the consumers ****** home address we have on file.
  
  We hope this apology and discount may bring this matter to a positive conclusion for both parties. us why here...

  Customer response

  03/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I am disappointed that it took me having to go through the BBB to get a resolution or even communication back, I will accept the business' offer of the 20% discount in form of a check.
  
  Sincerely,
  
  *****************************

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