ComplaintsforInternational Plumbing LLC

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently in 2023, my 50 gallon home gas water heater stopped heating water. It was 17 years old. I had a contracted plan with HomeServe thru ************** Options for repair or replacement. After contacting them a local contractor was found to complete the services as needed. It was easily determined both by the service man and his phone call to the company that it needed to be replaced.At that point I asked the service man to make certain I received the most energy efficient water heater possible thru HomeServe cost allowance. He quarenteed me that the water heater would be more energy efficient that the 17 year old one it was replacing.That did not happen. Not until I applied for the ************ rebate was I made aware that the new water heater has the EXACT same UEF of **** as the one it replaced!My rebate has been denied because only UEF of 0.64-1.00 are expect and accepted on the improved energy efficiency scale with AHRI, (and the model number in stalled is not even high enough to register on Energy Star website).I have contacted the company and they are stating that they gave me the same UEF as the one they removed, and have denied any responsibility of installing a more efficent UEF water heater.I am seeking an action from the Universal Plumbing Company to do the fiduciary action on my behalf, their customer, and exchange my water heater for one with a higher energy UEF that is within the acceptable limits of 0.64-1.00. (This is to be done without retributions as I believe this could esculate by International Plumbing to be a hostile situation, based on previous phone conversations, (which is why I now do every correspondence with them in a written message).In addition to this exchange of water heater, I also request a reimbursement for the $200.00 rebate that I have been denied due to their not installing a more efficient water heater than the 17 year old one they removed.I have copied the ******************* about this and will be very glad to forward you and and all email correspondences that will be helpful to you and your investigation.

  Business response

  03/13/2023

  This job is for a customer that we managed on behalf of HOMESERVE, a third party warranty company. *********************** called Homeserve because she was not getting any Hot water on her house. Upon accepting the work order from Homeserve, we arrived to investigate and Diagnose the problem. We tested her current system which was indeed 17 years old. We tried a simple repair by igniting the pilot which did not do the job. We checked all Gas valves, water valves, water temperature.  So we called Homeserve to let them know that a replacement was needed. They agreed to approve the work and materials needed for the job. 
  

  The replacement was approved by Homeserve. All work was paid for by Homeserve. And ****** was really frustrated and wanted a replacement FAST. So we got a water heater that met her exact same system that she had placed. Thats all that Homeserve would approve. Homeserve would not pay for an upgrade in her UEF. Brendas existing water heater had a **** rating. The water heater we provided for her had a **** rating. At no point did Homeserve, nor ******, request an upgrade until she found out that the **** rate wouldnt get her the $200 rebate she wants from Columbia Gas. 
  

  at the time of install, we understood that her MAIN PRIORITY was to get hot water back into her house. She made that known to me because she yelled at me over the phone and was more rude than our usual customers.

  So we provided a turnkey solution after Homeserve finally approved the work order that we submitted for the same system. The Homeserve representative that I spoke to over the phone agreed to pay only for an exact replacement. 
  

  On the day of installing, ****** was really upset. She rushed the installation guys out of the house upon completing the water heater replacement. She even closed the garage door in their face. In spite of all of this, we aimed to provide her with the best solution possible and got her hot water back up and running. Everything was approved by Homeserve and they paid us for the replacement. I tried calling Homeserve to explain the situation, and they agreed that the customer, ****** would need to have something wrong with the water heater in order to get it replaced again. To this day, theres nothing wrong with our installation which is what Homeserve paid for. 

  Unfortunately, because this customer comes from a third party company, we are limited to the solutions we can offer. And Homeserve would only pay us for an exact replacement/repair as opposed to a custom replacement which is what ****** found out she needed AFTER the $200 rebate. 
  

  Homeserve advised to no longer communicate with the customer, because she has to go through their warranty. 
  

  should ****** decide to hire us directly, wed be more than happy to discuss further options for her water heater system. 

  Customer response

  03/14/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************************
  
  
  
  
  

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