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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had 2 water heaters installed at my home. On 10/14/2024, I discovered that the water heater installed on 8/13/2024 leaked. One of the water lines installed by Pronto Plumbers leaked and caused damage to my home. I called them on 10/14/2024 and they showed up on 10/15/2024 to repair the leaking water line. I asked about coverage for the damage including the $1,000 deductible for the insurance claim and they said they would get back to me but never did. It's disappointing that after being a customer for so many years they would not respond to the damage done by their installation.
Business response
11/12/2024
Dear Mr. *********************** you for reaching out, and please accept our sincere apologies for the miscommunication at our end. We understand the inconvenience and frustration youve experienced with the recent leak, especially after being a loyal customer for so many years. We greatly value your trust in us, and its important to us to earn back your confidence.
Were committed to resolving this issue fully. We will follow up with you within the next two business days to discuss how we can make this right and ensure you receive the service you deserve.
Thank you again for your patience and loyalty. We look forward to the opportunity to continue serving you and restoring your confidence in Pronto Plumbers.
Customer response
11/17/2024
Better Business Bureau:
I have reviewed the response by the business in reference to complaint ID ********, and find that their commitment to help resolve the issue is promising. I have connected the business with my insurance company so they can work directly on refunding my deductible and the insurance payout. I will open a new case if there are problems with the resolution commitment.
****** ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.