3W Construction Services LLC

Complaint: ***
I am rejecting this response because:
Regards,
*** ***
*** response was totally unacceptable
Yes I did write a letter saying that *** was very nice and I enjoyed having her in my home That was not the issue But I do not believe that she is a licensed plumber Yes, ***, the owner was present on installation day but he did not do the installation nor did I witness him overseeing the install I did not "avoid the fact
' that he was present I see no relevance there It was mentioned that the water heaters should be flushed periodically so I ask them if they had time to do that *** did go flush out the other water heater in the house which I paid a fee for
The water heater was not "free" The home warranty cost $plus I paid a $service fee Repair/replacement is a part of the purchased plan That is not free
Yes, when my husband looked it he did remark that is was not installed properly but he is not a plumber Obviously the heater was not working When ***, a licensed plumber did come back to fix it, he agreed that he uses teflon at connections
YES, the new water heater was leaking....out of the top The drip pan was filled up with water and I had mopped it up several times
My biggest concern was lack of service and communication I was given the # to call at 3W construction I called numerous times in addition to calling *** *** *** I was told by *** to call their number Then when I called, it was Calls are not answered, nor returned There is no one in the office to take calls...*** works the field and also must take all phone calls Her phone never stopped ringing when she was here On occasions I was told a day and approxomate time that someone would be here I stayed here waiting all day...no call, no show That is not acceptable business
These are the dates that I have:
12/17/ service call for hot water heater not working
In January (within days of original service) I called to report water heater still not working properly Makes terrible, loud noises, water not always hot
2/7/new water finally installed after many calls (*** reported that the water heater had been sitting on the dock waiting for pick up for several weeks)
2/10/reported that the water heater was leaking and no hot water Again, I made several phone calls with no answer, no return call
2/15/*** repaired
months without hot water in a kitchen/bathrooms is not acceptable in my opinion ***'s attitude in this matter is not acceptable either The service was terrible and I stand by that I was very patient up to a point, mostly because I felt sorry for the overworked employees

Mrs***,
I apologize for it taking me a few days to reply, but I had to email copies of your letter along with a letter Mrs*** sent to *** *** ***In the letter Mrs*** wrote to my company she does nothing but praise *** and ***, and oddly enough
she has never mentioned the fact that on the day of the install it was me and ***Plus she even had us do more work and drain and flush her second water heater at her houseShe states in her letter that her husband has said it was installed improper because the threads needed Teflon tapeI'm sorry but the flex hoses have a rubber o-ring in them like a water hose that seals and if you use Teflon tape on the threads the you risk the o-ring not sealing all the way and many times causes it to leakAs Mrs*** stated in her letter the call was an *** *** *** callWith *** *** *** warranty the purchase all the water heatersOur company has no control over what kind, size, or when and where the water heater comesMrs*** has full knowledge of thisI also see that she shows on her letter that she has paid nothing for the water heater this is also true because once again *** paid for the water heaterThis brings us back to the installShe avoids the fact that I was there on the day of install, I am a fully licensed plumber by the Texas State Board of Plumbing Examiners and her water heater was installed up to state codeWe (3W Construction) did receive a call days after the initial install from *** stating that her husband was on the line with them claiming the water heater was installed wrong and leaking*** immediately went to their house to find out the problemUpon entering the house she asked Mr*** what was leaking he replied," nothing is leaking I had to say something to get y'all back out here"*** then asked what was installed wrong he replied, " these hoses are all wrong look how they are bent"She replied with no sir the make complete bends and are not kinked this is state codeSo he began getting agitated with herHe then told her that it wasn't workingShe said ok let me take a lookShe removed the covers for the thermostats and found that they were turned all the way up, when we leave a water heater it is left on factory settings, this in turn voided any warranty of work we had on the water heaterShe advised Mr*** of this and he told her to get out of his houseShe immediately left and called *** to report her findingsI'm sorry for the inconvenience, if I can be of further help or if you would like a copy of Mrs *** letter or any information from *** please feel free to call me
*** ***
***

Addendum to my reply to complaint # [redacted].
 
1.  Yes, [redacted], a registered plumber was at my home on the day of the water heater installation.    However I do not recall him being in the kitchen overseeing the installation which was done by an employee who is not a registered plumber. 
After recommendation of flushing water heaters, he did go to the back of the house and flush a different tank while [redacted] was installing the new heater in the kitchen. 
2.  I did question the type of water heater as it had lower energy ratings than the old heater had.    I also questioned the type of flex hoses used (stainless) which are cheaper and not as good as copper hoses.   I was told "this is what the boss sends."
3.   As for paying nothing, the home protection warranty cost $500 plus I paid $75 for a service call.   Hardly free.
4.  As for the part about [redacted] immediately coming to see about the leaking and my husband replied "nothing is leaking, I had to say something to get ya'll back out here.  And [redacted] said.....etc....
[redacted] NEVER returned after the initial installation nor would return a phone call.  It took them 6 days to return when I called to report it leaking and not working.
 My husband was NOT home, nor has he ever been here when 3W was here.   He has never seen any of them nor talked to them or to [redacted] about this issue.  I have handled this incidence completely.   All of those statements made by [redacted] are a complete and total lie/fabrication. 
5.  There was Never any mention of any thermostat issues so again, another total fabrication by [redacted]. 
 
6.  Mr [redacted] told [redacted] to leave our house??    Another complete lie...again, Mr. [redacted] has never met any 3M employees as he was out of town, 250 miles away  every single time they were here.     And I have never said anything like that to them.    And,  again[redacted] never returned to our home.  
 
I have never had a company give such poor customer service and then completely lie about everything.
 
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