FRS Global LLC

Wooley Plumbing is sub-contracted as a vendor for Ms.Young's home warrantyThere are certain parameters and limitations set in place for the vendors of this home warranty within which Wooley Plumbing, as a vendor, must operate and with which must complyWooley Plumbing was authorized by the home warranty to replace the water heaterThe home warranty specifically did not authorize Wooley Plumbing to repair or replace the ventilation systemThese are issues that must be addressed with the home warranty

As stated before Mr [redacted] REFUSED to come to my home at any part of the weekendThe second plumber was called to my home by my home warrenty company to address the safty issues at hand, as they felt it was a urgent matter not knowing if the gas line was still turned onWhen the second plumber came to evaluate the situation and told the home warrenty that it was the venting system installed wrong their work order was immediately retracted as the venting system is not coveredAt no point was any work done to the water heater , it was only the diagnosis from the second licenced vendor sent out by my home warrenty and per protocall they retracted the work order due to faulty installation of the venting systemDue to Mr [redacted] being a licenced plumber and recieving my deductable I would expect a working water heater to be installed correctlyMr [redacted] has expressed more than onnce that the safty concers are and were not his issues and that he did not have the time to come back, if he could not properly install this unit he should have stated so from the beginning and never agreed to the jobThis situation resulted in leaving my family in great danger with a open gas line [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because: Regards, [redacted] ***

The dispatch from the home warranty to *** Plumbing was issued on 3/14/for a leaking water heaterWe scheduled an appointment for that same afternoonUpon investigation, it was determined that the water heater had to be replacedThis particular unit is not one "on the shelf" and had to be special-ordered by the customer's home warrantyIt took some time for the correct unit to arrive
When the unit was received, we called the customer and scheduled the follappointment to replace the old unit with the new for 4/11/When the new unit was installed, it was fired up and appeared to be working as it should
The next morning 4/12/2014, however, the customer called to state that the unit's pilot light would not stay litSince Mr*** was miles away, Mr*** spoke with the customer's husband on the phone to walk him through some steps that may solve the problem but these didn't workBecause the day was already fully scheduled, Mr*** offered to come look at the unit the following day, to which the customer's husband seemed agreeableMr*** then called the manufacturer who concluded based upon the information presented that it may be the gas valveBefore Mr*** could do anything else, the customer called and began voicing unfounded accusations based on the assumption that the problem the unit was having was due to the performance of *** Plumbing, namely Mr***When Mr*** attempted to explain that if the unit is faulty, another unit will have to be ordered and that sometimes even brand new units have a defect for which the manufacturer offers manufacturer warranties, the customer refused to consider this possibilityMore than once, Mr*** offered to go out to the property, but the customer refused his offers
It came to our knowledge that she had another plumbing company come out since the installation *** Plumbing had doneThe other plumbing company pulled the gas valve off, making it impossible for Mr*** to test the unit in the exact condition in which it was following his installationHaving another plumbing company work on the unit also voided the *** Plumbing warranty on the installation
On 5/1/2014, the customer finally allowed Mr*** to return to the property to look at the unit and the venting issue she stated she had, with the stipulation that he not touch anythingThe visual inspection revealed that the screws from the venting had been removed, the air mixture vent had been separated and gapped approximately inches, and a piece of copper could be seen protruding from one side of the ventThese findings are completely against CodeIt is important to understand that these things were NOT done by *** Plumbing(These findings are on video in our file for this customer and property.)
The customer stated in her original Revdex.com complaint that the resolution she desired was for *** Plumbing to pay the cost of having a new venting system installed due to safety concernsSeeing how the condition of the venting system has been changed since *** Plumbing left after installation of the new water heater on 3/20/2014, her concerns are fully justifiedThe work that was done in *** Plumbing's absence from the property, between 3/20/and 5/1/2014, and the Code violations to the venting system that existed as of 5/1/2014, are definitely causes for concernIt is unfortunate that the customer was not willing to allow *** Plumbing to resolve the problem when we were first notified of the problem and while our warranty was still in full affect*** Plumbing understands her concerns and yet did not cause nor create these safety issues; therefore, *** Plumbing is not responsible for, nor under any financial obligation to, ethically or professionally, repair what was not done by our company

Wooley Plumbing is sub-contracted as a vendor for Ms.Young's home warranty. There are certain parameters and limitations set in place for the vendors of this home warranty within which Wooley Plumbing, as a vendor, must operate and with which must comply. Wooley Plumbing was authorized by the home...

warranty to replace the water heater. The home warranty specifically did not authorize Wooley Plumbing to repair or replace the ventilation system. These are issues that must be addressed with the home warranty.

As stated before Mr [redacted] REFUSED to come to my home at any part of the weekend. The second plumber was called to my home by my home warrenty company to address the safty issues at hand, as they felt it was a urgent matter not knowing if the gas line was still turned on. When the second plumber came to evaluate the situation and told the home warrenty that it was the venting system installed wrong their work order was immediately retracted as the venting system is not covered. At no point was any work done to the water heater , it was only the diagnosis from the second licenced vendor sent out by my home warrenty and per protocall they retracted the work order due to faulty installation of the venting system. Due to Mr [redacted] being a licenced plumber and recieving my 125.00 deductable I would expect a working water heater to be installed correctly. Mr [redacted] has expressed more than onnce that the safty concers are and were not his issues and that he did not have the time to come back, if he could not properly install this unit he should have stated so from the beginning and never agreed to the job. This situation resulted in leaving my family in great danger with a open gas line.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 10034836
I am rejecting this response because:
Regards,
[redacted]