ComplaintsforHM Plumbing, LLC

• Initial Complaint

  06/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a home warranty service through ******** **** ****** I called in on the 22nd of May because my hot water heater was leaking and my ejector pump was not working they assigned hm plumbing to come and look at the problem. Hm plumbing sent Scott ******** I took him to the basement to look at the hot water heater and ejector pump he looked for a minute then said he needed to get his tools he went out got his tool bag came back I never actually seen him do anything with the tools he took some pictures of the hot water heater and told me somebody would get back with me within a couple of hours he was here probably 15 minutes total. I never received any calls that day. I called ******** **** ****** to see the status of my repair they told me it was still in the review I said what are you reviewing the hot water heater is leaking they told me the technician had said that the pipe had leaked and possibly caused damage to the hot water heater I said that is incorrect that has been like that for years and it is not wet and not leaking. I've been called hm plumbing and ask why they Scott would say that when the pipe was not wet or leaking the reception is told me she would change that and resend something to ******** **** ******. It was several days later that they told me hm plumbing was asking for $*** it was not covered by them and I would need to pay that. I asked what was that for was that something codes required to be done after quite a struggle I got them to send me a copy of the estimate. They wanted to replace the flue pipe, gas line, shut off valve, water line, additional codes or modifications not listed. I called back to hm plumbing to ask why it was necessary to change these items that were not damaged I also ask what the code and additional modification was for she said she would have to check she called me back and said it was for to remove and replace circulation pump which I do not even have on my system. I feel this was all unnecessary charges per the code.

  Business response

  06/13/2023

  This customer has a home warranty plan through a company called ******** **********. We do a lot of work for them in ******** county ******. This customer submitted a claim for their water heater. It is written in this customers contract with ******** ********** that there are several exclusionary services that could be denied on any claims the customer submits. It is very common with water heater claims for there to be some non-covered charges. Those are not up to us. The reason my technician needed to take pictures was to submit all of the information to ******** ********** and then wait for their work approval or not. ******** ********** wasn't covering a large portion of this water heater replacement for several reasons including some code upgrades that would be necessary during the replacement and pipe modifications that it would take to install the new unit. 

  This is simply a matter where a customer had a home warranty plan and expected everything to be free and took it out on the contractor when the real person they are upset with is there Home warranty provider. 

  Customer response

  06/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I had another contractor look at this hot water heater there was no mention of changing all of these items that they say are code updates I would like to see the code that says that that's required to be changed I'm not asking for them to do anything for free but the stuff that they're wanting to do is exorbitant and they claim that I needed code updates and modifications to the tune of $*** when I asked the secretary what that was she called the technician he said it was to remove and replace the circulation pump which I don't have that if there was actually something that needs to be changed such as the water line I have those and they can put them on but I'm not going to pay them exorbitant prices that they're trying to charge they're hiding behind the codes which to my knowledge have not changed and there's no need to change out the stuff they're wanting to change other than they want to make more money on this process
  
  Sincerely,
  
  Ralph ********

  Business response

  06/14/2023

  Ralph, 

  We're not hiding behind anything. You do not have a recirculating pump, if anybody with HM Plumbing told you that, it was a mistake and for that I am sorry. What you do have is a gravity hot water recirculating system. The $*** that isn't covered by *** is for non-covered pipe modifications. Those will include all of the extra labor and parts it will take to redo your recirculating system to the check valve as well as redoing the cold water inlet connection and redoing all of the hot water outlet corrosion up to the second copper elbow. 

  If you truly believe that $*** is an exorbitant price to pay for that then you lack respect for the trade. Cheap labor is not skilled and skilled labor isn't cheap.

  Once again, *** is in charge of denials and approvals. We did not write your contract with them. All we can do is submit what needs to be done to them for the replacement and do what we will get paid for. This isn't a charity it is a business. 

  I sincerely hope you reconsider your position on this matter and give HM Plumbing the chance to provide you with the excellent service I know we can.

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