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Complaint Details
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Initial Complaint
10/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This business was hired to install a hot water heater for our facility (***********/******************************) which should have been a commercial hot water heater (which was specified before the installation) but the business installed a residential and we cannot get hot water throughout the day. Our dishwasher is only temping at ******* degrees, which per commercial food guidelines it must be at 120 or above. I have reached out to the business to inform them of the issue, they have come out about 3 times and they are saying that they cannot do anything else and that if they have to come out again, we would be charged $89, which is not our fault. I feel as though they defrauded us and took advantage of the seniors.
Business response
10/22/2024
We previously had inspected on a customer complaint of no hot water and identified a pressure tank leak. We gave the customer a quote to replace the water heater. The technician wrote commercial in his technician notes on the invoice. The estimate, which is the binding agreement for work performed, makes no mention of commercial water heater, even though a light commercial water heater was installed. The senior center personnel briefed their board based on technician notes, not the legally binding quote.
We installed a new water heater for this facility on 12 July 2024. We installed the water heater that was in the quote that was sent to the customer, a light commercial 75 gallon natural gas water heater. We made special coordination for the water heater to arrive more rapidly than normal at the customer request, they were not charged for the extra shipping or handling. Upon installation water heater was tested, was producing water in excess of 120 degrees Fahrenheit.
Customer has called multiple times complaining of water not being hot enough. Water temperature tested at furthest water tap from water heater, always tests above 120 degrees F. This is also the manner in which the health department tests water supply temperature. On final visit operations manager, figured out that they were testing the dirty water temperature coming from the dishwasher (there is a temperature gauge installed in the drain line). The senior center personnel stated that was the correct manner to test it.
Operations manager called the State of Missouri ******************** and Senior Services, who manages food service inspections. Manager was informed that the senior center personnel were incorrect. Manager contacted city inspectors to verify that there were no local differences in code, was informed that there are no local differences in code. Manager informed senior center personnel of this. They then stated "well how do we know that the water going in the dishwasher is that temperature?" (the dishwasher is the first outlet on the line). Manager explained to senior center personnel how thermal transfer works, entropy, and hydraulics principals in depth. The senior center personnel assured him that they understood and agreed that was acceptable. We have no further communication with them since. Their bill is also ********************* the amount of the attached quote. We normally afford commercial customers a 30 day grace ******* making the bill now 70 days past due.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.