ComplaintsforJohnson Heating | Cooling | Plumbing

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had work done at our residences on Monday **** 3rd, 2024. I came home shortly after Johnson's personnel left to find bad workmanship on the water heater they installed. The pressure relief pipe is only 1 1/2" AFF, not the required 6" air gap required. They removed the copper hot water line flex pipe and installed a copper pipe that looks like it is cross threaded on due to the angle of the pipe from the fitting. They then cut and spliced onto the hot water PEX line instead of connecting to the 90* brass fitting 3" away.We require a detail break down of materials, labor, etc. so we can see what you are charging us for.Additionally, one of the workers took our new copper hot water flex pipe out of my wife's hands while she was looking at it and stated that it was no good because it has plastic on it, then tossed it into their trash box. Feeling intimidated by the actions of the worker, she was fearful to try and retrieve our property from the trash box.One of the final toppings on the cake is they stated they sold us a new hot water heater that comes with an 8 year warranty. After I ran the serial number with the manufacture, the manufacture said the warranty started 2 years ago and it will expire on December 11, 2030. I have sent a few messages from Monday evening through Tuesday evening in regards of issues with the work done. The first time someone tried to reach back to me was 8:18 am **** 5,2024. Said that he was a manager, we had a short conversation of the issues that lasted 25 mins. I told him that first off we required a detail bill showing labor/materials cost, then I want them to come out and remove the water heater that they installed and give us a full refund on everything. He stated that he won't refund labor...... I told him he needs to get me the detail billing first before we start on anything else. He stated he could produce them within the hour...... that still has not happened as of 5:45pm **** 5,2024.

  

  Business response

  06/11/2024

  Hello, 

  We have reached out to this customer multiple times with the last correspondence being on June 5th. Additionally, we will call him again today. There is nothing functionally wrong with the work provided, and yet we are still willing to work to his complete satisfaction. Unfortunately he has not worked with us towards resolution nor responded. My plumbing manager will call him again today as well. On the 5th we sent him the following: 

  "I have included all materials list a break down between labor and materials per your request. Thank you for your patience on getting this to you. We stand behind any work that has been completed. The water lines coming out of the heater are straight but the threads welded in into the tank are slightly off. This happens in every brand of water heater. Nothing wrong with the heaters functionality. You do have an 8 year warranty on tank and parts and a 4 year labor warranty. This warranty is from date of installation. The invoice with the parts list has the serial number on it that should match the serial number on the heater being this is a brand new out of box water heater. The issues described can be rectified. I would just need to schedule a time that works for you  to rectify these issues. Please call ************ to schedule this for no additional cost.  If there is anything I can help with it would be my pleasure to help anyway I can. Thank you have a great day! - *********************, Plumbing Manager"

   

  Additionally, we attached supporting documents which are included here. 

  

  Business response

  06/11/2024

  Dear *************************,
  
  Thank you for bringing this matter to our attention. We have made multiple attempts to contact *************************** to address his concerns, with our most recent correspondence on June 5th. Despite our efforts, we have not received a response from the customer.
  
  To address the issues raised:
  
  1.Water Heater Installation: The water lines coming out of the heater are straight, but the threads welded into the tank are slightly off, which is common across all brands of water heaters and does not affect functionality.
  2.Warranties: The water heater installed is brand new with an 8-year warranty on the tank and parts, and a 4-year labor warranty, effective from the date of installation.
  3.Materials and Labor Breakdown: We have provided the requested detailed breakdown of materials and labor costs to ************** and are willing to do so again if needed.
  4.Pressure Relief Pipe: The pressure relief pipe issue can be corrected. We are prepared to schedule a convenient time for ************** to rectify this at no additional cost.
  5.Customer Interaction: We regret any misunderstanding or discomfort caused during the installation process. Our team is trained to handle all customer interactions with the utmost respect and professionalism.
  
  We remain committed to resolving this issue to **************** satisfaction. We will reach out again today to offer our assistance and schedule a time to address his concerns.
  
  Thank you for your cooperation and support.
  
  Sincerely,
  
  *************************
  Johnson Comfort

  Customer response

  06/11/2024

  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. 
  
  The statement made that they have tried multiple times to contact me is completely FALSE.

  *********************, Plumbing Manager, did reach out today via phone, June 5, 2024 @ 10:55am , and sent over the email of documentation that they have. Which in fact proves that their accuracy of documentation is poor.

  I emailed *********************, back today June 5,2024 @ 11:35am, with proof of the in accuracy and stated the following:

  "*****,
  Thank you for forwarding this over. The serial number that you have listed is not the same on the unit. Due to actions from personnel, unsatisfactory workmanship, and the warranty issues we want a full refund of $3009. Have different personnel come out and remove this water heater, have them bring a certified check for the refund amount.
  
  
  
  Then we can part ways.
  
  
  Thank you,
  ***********************"
  
  Regards,
  
  ***********************
  

  Customer response

  06/12/2024

  During my last response I was frustrated by Johnson Comfort statement of trying to contact me multiple times.Which is still a false.

  I incorrectly entered the wrong dates on my message. All dates I listed on my message, from June 11, 2024, as June 5, 2024 should be June 11, 2024.

   

  Customer response

  06/12/2024

  Attached is photo of the serial number plate on the unit they installed, and the screen shot from the manufacture website showing warranty period.

  Customer response

  06/15/2024

  It appears the *******************, on his own or per *************************, has been appointed to be the spokesman for Johnson Heating Cooling Plumbing. Per the attached PDF email. The BBB should declare this as an "Unresolved Issue". As this will have to escalate to others.

  From my understanding, normally the owner would not allow this type of actions......but I guess people change over the years.

  BBB,

  if there is any additional documentations you might need for your records, let me know. As I maintain a written log for others to view.

  Thank you,

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

   

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