ComplaintsforGennaro's Plumbing, Inc.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Gennaro's Plumbing, **** was dispatched through **** Home Warranty, for a home insurance claim. We have a broken kitchen faucet. The plumber came on 10/11/2023, collected the $75 deductible in cash, and told us that the faucet is broken and he would need authorization from the insurance to replace the faucet. **** Warranty has not received a written diagnosis from the plumber yet, only a verbal diagnosis that it has been an improper installation which would not be covered by insurance. Gennaro's plumbing is refusing to submit a written diagnosis to insurance to complete the case and fix the faucet.I need the correct written diagnosis submitted to insurance and the faucet fixed.

  Business response

  11/06/2023

  Please be advised the report was submitted several times .However, there was a system error with the home warranty portal. Any questions, comments or concerns please contact your home warranty since we are third-party vendors and have no authorization with your policy coverage. Thank you.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a hot water tank leak and I called First American home warranty. They sent a technician out on on the 28th of the December. The technician checked the water heater and said he had to order new unit. I waited until January 7 and I called American Home Warranty back to find out what was going on. I was informed that the technician had sent in a completion ticket. The ticket read that the water heater was leaking due to the weather conditions because it was outside. The check that the water heater is in a current closed shed outside the house it’s been there for 20+ years and has never leaked. So he told the owner one story and relayed something different to American home warranty. I need him to return the $75 that I paid him. And also to compensate me for no hot water for the past two weeks going on three weeks now. American homes secure Warranty sent another technician out on January 10, 22. The technician said there’s no way that the water leak was due to the weather because the water heater is not on the ground and it’s in a closed shed. They are ordering me a new water heater and hope to have it replaced sometime this week. I called Genaros and the lady was very reluctant to give me the technicians name. And she didn’t give me information about the license number she told me to look it up on Google. She also said I’m sorry that you don’t agree with our technicians findings but we stand behind our findings.

  Business response

  02/03/2022

  Gennaro's Plumbing Inc is a 3rd party vendor contracted by home warranty companys. Our job is to diagnose, then submit a report to the home warranty, as to make a decision on a claim. For the property in question, the technician diagnosed that the water heater is leaking, due to the elements/weather, which the home warranty does not cover. The customer needs to refer to their policy, instead of asking our company to commit insurance fraud. We stand by our findings. Therefore, the customer needs to contact their home warranty about any issues they have about compensation, since the $75 co-pay was collected for the home warranty, and not paid to us directly per their contract.

   

  Customer response

  02/11/2022

  Hello, I'm ******* ********** referencing complaint #164***94. Genarro's Plumbing responded in error. wherein I realize that they have a contract with my home  warranty . However, that doesn't give them the choice of lying to the consumer in writing a false report.

  The technician informed me that he had order a UNIT.  Therefore, I was expecting him to return with the new unit. After waiting for a period of time I call home warranty find out what was going on. It was at this time that they informed me that the technician from Genaro plumbing had submitted completions ticket stating the water heater was vacant due to weather elements.

   The water heater is outside of the house, but enclosed in a shed and protected from any weather conditions. I took  pictures and sent them to the home warranty company. They agreed to send out another technician for a second opinion. The technician found the unit leaking from normal wear and tear , and a new unit was ordered and replaced on1/14/22.

   I waited from 12/27/21 until 01/07/22 before calling to follow up because I didn't know how long it would take to get a replacement unit as Gennaro's tech had indicated..

  As the customer ,I did refer to the policy and I didn't ask Gennaro's to commit fraud. But isn't it fraudulent to summit a false report to prevent the customer from receiving ample service from a company that pays you to intercede with their customer for them. The fraudulent report left me without hot water for 18 days. 

  The company did get paid the 75.oo by my home warranty for service rendered.

  Thank you. ******* ********** 
  

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