Capelli Plumbing

Initial Business Response / [redacted] (1000, 5, 2014/05/19) */ Contact Name and Title: [redacted] /owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com When our customer called in we promptly sent a technician out to his home to re light the pilot to the water heater,charged a service fee of $due to the warranty being expired on laborHe then called and said he wanted a new pilot assembly installed in fear that the existing one would go out on him like the first one did back in I told him that if the pilot go's out again to call,but that the manufacture warranty on the part does not cover labor and will not cover a part that does not need to be replaced.He then said he did not want to pay to replace the part and didn't feel he should because we put the water heater in.I told him as stated on our invoice from original install he had one year warranty on labor and that he would have to pay for labor,at least a minimum service charge of $to install the part,and that since the part was not in need of replacement at the time our technician was there that we couldn't call for a warranty issue to the manufacture.The last time I spoke with the customer he had hot water.Also when I went out to repair the water heater the first time,the customer had alot of other objects and lint surrounding the tank causing the failure in the pilot assembly and I told him to make sure and keep around the sides of the tank open for air and to make sure dryer lint did not build up around the tank preventing air from getting into the combustion chamberWhen he called for us to go out and re light the pilot 4/24/there was objects and lint on the water heater again.If the customer has no hot water,I am truly sorry about that and am more then willing to order the part and make any necessary repairs.Also I have just recieved this notification in the mail regarding this complaint,but have not heard from the customer since 4/28/it is now 5/19/ Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off Capelli Plumbing advised me to contact PG&E to figure out why the pilot light went offWhen I did and they came out and checked, they stated that the problem was with the heater itself and that the pilot light would go out againI immediately contacted Capelli Plumbing and informed them of what PG&E had statedThey had knowledge that just re-lighting the pilot light will not fix the issue but they chose to ignore me being well aware that the water heater was not functioning as it was supposed toThe claim that a lot of objects and lint were surrounding the water heater is a blatant lieI have been a home owner for several years and know how a water heater should workHow does a licensed plumbing company just assume that when a pilot light is off that there isn't another issue with the heaterAfter lighting the pilot light they did not even bother to check the thermocoupleAccording to PG&E the count should have been an but it was only and they told us that the pilot light would go out againWhen we had no hot water again and were ignored by Capelli Plumbing, I tried to find a local plumber to service the Rheem water heater but to no avail so I was left with no choice but to replace the whole unitI am seeking a full refund of all the monies that I spent ($1100.00); for a product that barely lasted yearsDue to the negligence of Capelli Plumbing my family was without hot water for days on end every time the water heater stopped workingCapelli Plumbing did not even acknowledge the hardship that we endured during this period and nor did they attempt to resolve the issueI am extremely dissatisfied with their services Final Business Response / [redacted] (4000, 12, 2014/06/20) */ To say that we did not try to help resolve the problem with the water heater promptly is a bold face lie.Both times I [redacted] went to Mr [redacted] home he had a bunch of objects as well as lint all around his water heater and I told him that that was causing the problem with the pilot assembly going out because it causes the cumbustion chamber to get to hot due to lack of air being able to get in.When I went to fix the water heater we hen it went out the first time Mr [redacted] said he didnt want to pay for the labor for me to fix it,and I told him that his warranty was expired and that if he didnt want to pay me that he had the choice to call someone else to try and get it fixed cheaper and he said no and to fix it.The next time when my tech went out there he re lit the pilot and Mr [redacted] did not want to pay the service charge and called me and we came to an agreement of a reduced service charge of only $he thanked me for giving him the $disount of the labor charge,said have a nice day paid my tech and hung up.While talking to him I tod him that if he did not want to pay for us to go out and light the pilot in the future should it go out again he can always call pg&e and they will provide that service for free.I am willing to credit back the $that we charged for the repair labor cost but do not agree that a full refund is fair in any way.Again I apologize for any inconvenience that you and your family have had to endure and hope that we can resolve the issue promptly and fairly Final Consumer Response / [redacted] (4200, 14, 2014/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) As a homeowner for 15+ years, I do believe that I have some experience with having water heaters in my houseI do not accept MrCapelli's offer of $for something that in years has been broken more than working and is now sitting in my backyardI am seeking a full refund and will accept nothing less than that he can have the water heater if he wantsA brand that he recommended and installed and when it broke down, they didn't even stand by what they installed or their workmanshipThere was no lintMr Capelli refuses to answer why he did not return when we informed him that PG&E told us that the pilot light would go out againHe didn't even bother to show up to diagnose what the problem could beInstead he chose to just let the pilot light go out againDon't you think if there was lint PGE would have seen itApparently only MrCapelli could see the infamous lint

Initial Business Response /* (1000, 5, 2014/05/19) */
Contact Name and Title: [redacted]/owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
When our customer called in we promptly sent a technician out to his home to re light the pilot to the water...

heater,charged a service fee of $75.00 due to the warranty being expired on labor. He then called and said he wanted a new pilot assembly installed in fear that the existing one would go out on him like the first one did back in 2013. I told him that if the pilot go's out again to call,but that the manufacture warranty on the part does not cover labor and will not cover a part that does not need to be replaced.He then said he did not want to pay to replace the part and didn't feel he should because we put the water heater in.I told him as stated on our invoice from original install he had one year warranty on labor and that he would have to pay for labor,at least a minimum service charge of $85.00 to install the part,and that since the part was not in need of replacement at the time our technician was there that we couldn't call for a warranty issue to the manufacture.The last time I spoke with the customer he had hot water.Also when I went out to repair the water heater the first time,the customer had alot of other objects and lint surrounding the tank causing the failure in the pilot assembly and I told him to make sure and keep around the sides of the tank open for air and to make sure dryer lint did not build up around the tank preventing air from getting into the combustion chamber. When he called for us to go out and re light the pilot 4/24/14 there was objects and lint on the water heater again.If the customer has no hot water,I am truly sorry about that and am more then willing to order the part and make any necessary repairs.Also I have just recieved this notification in the mail regarding this complaint,but have not heard from the customer since 4/28/14 it is now 5/19/14
Initial Consumer Rebuttal /* (3000, 7, 2014/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off Capelli Plumbing advised me to contact PG&E to figure out why the pilot light went off. When I did and they came out and checked, they stated that the problem was with the heater itself and that the pilot light would go out again. I immediately contacted Capelli Plumbing and informed them of what PG&E had stated. They had knowledge that just re-lighting the pilot light will not fix the issue but they chose to ignore me being well aware that the water heater was not functioning as it was supposed to. The claim that a lot of objects and lint were surrounding the water heater is a blatant lie. I have been a home owner for several years and know how a water heater should work. How does a licensed plumbing company just assume that when a pilot light is off that there isn't another issue with the heater. After lighting the pilot light they did not even bother to check the thermocouple. According to PG&E the count should have been an 8 but it was only 4.5 and they told us that the pilot light would go out again. When we had no hot water again and were ignored by Capelli Plumbing, I tried to find a local plumber to service the Rheem water heater but to no avail so I was left with no choice but to replace the whole unit. I am seeking a full refund of all the monies that I spent ($1100.00); for a product that barely lasted 2 years. Due to the negligence of Capelli Plumbing my family was without hot water for days on end every time the water heater stopped working. Capelli Plumbing did not even acknowledge the hardship that we endured during this period and nor did they attempt to resolve the issue. I am extremely dissatisfied with their services.
Final Business Response /* (4000, 12, 2014/06/20) */
To say that we did not try to help resolve the problem with the water heater promptly is a bold face lie.Both times I [redacted] went to Mr. [redacted] home he had a bunch of objects as well as lint all around his water heater and I told him that that was causing the problem with the pilot assembly going out because it causes the cumbustion chamber to get to hot due to lack of air being able to get in.When I went to fix the water heater we
hen it went out the first time Mr. [redacted] said he didnt want to pay for the labor for me to fix it,and I told him that his warranty was expired and that if he didnt want to pay me that he had the choice to call someone else to try and get it fixed cheaper and he said no and to fix it.The next time when my tech went out there he re lit the pilot and Mr. [redacted] did not want to pay the service charge and called me and we came to an agreement of a reduced service charge of only $75.00 he thanked me for giving him the $50.00 disount of the labor charge,said have a nice day paid my tech and hung up.While talking to him I tod him that if he did not want to pay for us to go out and light the pilot in the future should it go out again he can always call pg&e and they will provide that service for free.I am willing to credit back the $200.00 that we charged for the repair labor cost but do not agree that a full refund is fair in any way.Again I apologize for any inconvenience that you and your family have had to endure and hope that we can resolve the issue promptly and fairly.
Final Consumer Response /* (4200, 14, 2014/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As a homeowner for 15+ years, I do believe that I have some experience with having water heaters in my house. I do not accept Mr. Capelli's offer of $200.00 for something that in 2 years has been broken more than working and is now sitting in my backyard. I am seeking a full refund and will accept nothing less than that ... he can have the water heater if he wants. A brand that he recommended and installed and when it broke down, they didn't even stand by what they installed or their workmanship. There was no lint. Mr Capelli refuses to answer why he did not return when we informed him that PG&E told us that the pilot light would go out again. He didn't even bother to show up to diagnose what the problem could be. Instead he chose to just let the pilot light go out again. Don't you think if there was lint PGE would have seen it. Apparently only Mr. Capelli could see the infamous lint.