Magnolia Plumbing Inc

Review: I would like to formalize a complaint against Magnolia Plumbing, as we had a water heater installed by them 4 years ago. According to the manufacturer ([redacted]) Magnolia did not perform the installation to the manufacturers specifications. Subsequently, we were forced to have a replacement installed two weeks ago.

Magnolia Plumbing

[redacted] Washington, DC [redacted]

###-###-#### / office

###-###-#### / cell

###-###-#### / fax

What the County/Revdex.com Should be aware of: The Revdex.com, [redacted] County Permitting Office, and other applicable office be notified of Magnolia's business practices (ie. not pulling permits, safety concerns with gas lines, and using correct type of materials, having units inspected in a timely fashion.

We have tried over the course of the 4 years to resolve this matter, but with no success, rather deflection. Some of the issues we present, bring question to their business practices and the safety of residents. Specifically, when the initial installation was performed, part of the $3500.00 was for the cost of pulling a permit with [redacted] County. This was never performed, but they were paid for this function. Having realized 3 years later, we requested to have the unit inspected by the County. It failed! Apparently, the gas pipe used was not correct. Magnolia had to come to the residence 3 years later to correct the gas connection, as flex was not allowed/but used, rather hard pipe needed to be installed/corrected.

We have had 41 'blocked exhaust' errors on the initial unit! Additionally, the system shuts down out of safety. I have two small kids in the house! This is of significant concern to me., not so much from Magnolia. Images are attached showing why the exhaust was blocked!

Who have we contacted at Magnolia:

[redacted] Residential Plumbing and HVAC Service Manager

[redacted]. Magnolia Jr.

Vice President of Plumbing and Mechanical Operations

Office: ###-###-#### XT. [redacted]

Mobile: ###-###-####

E-Mail: [redacted]

[redacted] Magnolia

[redacted] Magnolia [redacted]

Correspondence dates back to 5/11/13 regarding this issue to present date.

We have contacted several people to include the manufacturer to further understand the issues. Finally, [redacted] as you will see in the correspondence, made a statement that the 'installation was not performed to manufacturers specifications, hence why it was not functioning correctly.

Please help us resolve this issue, as Magnolia is being quite difficult and unreasonable. Thank you in advance for your time and consideration. I look forward to your mediation of this matter, and providing a much needed resolution. If you have any questions, please contact me directly.Desired Settlement: What are we asking:

We want a full $3500.00 installation cost refunded, as they did not correctly install our water heater. Dont mind we are not including the additional costs for our inconvenience/time, and other plumbing services to perform new installation.

Business

Response:

April 8, 2014Dear [redacted],Our company furnished and installed an [redacted] power vent water heater for [redacted] four years ago. Last May the customer contacted our office to express a concern about venting condensate that had collected at the bottom of the tank. At the time, we made some recommendations (to perform a tank flush and clear the vent drain) and thought that the problem was resolved. **. [redacted] pursued the issue with the manufacturer and it was discovered that the terminus of the vent we installed evidently did not meet the specifications of the manufacturer,We accepted the determination of [redacted] and offered to make the recommended alterations as specified by tech support at [redacted]. Unfortunately, by this time **. [redacted] had lost confidence in our ability to resolve the problem. He had become convinced that the water heater was faulty and that he would never get the full warranty life out of the heater.The adjustment required by the manufacturer amounted to extending a 2PVC exterior vent 10 inches: a very simple repair.After my initial conversation with **. [redacted] it was obvious that he was very upset. My goal at this point was to resolve the problem and to offer accommodations for having my customer inconvenienced by this. offered to make the necessary alterations as recommended and to extend the manufacturer warranty on the water heater for a full year. Additionally, [redacted] suggested to the customer that the gas line to the heater should be rigid steel and not flexible steel as we had installed ([redacted] had been communicating with [redacted] via email with pictures, etc.). This advice" contradicts the International Fuel Gas Code, but as a concession to **. [redacted], offered to replace the gas connection to his water heater at no charge. also issued a permit at no charge (this follow up work does not require permitting).[redacted]s response to my resolution was an unequivocal demand that we replace the water heater at no charge to him. Subsequent interactions by the customer were belligerent and confrontational. Several weeks went by until we could convince the customer to allow us to make the repairs, which we had to do according to his schedule.It was my understanding that the matter with **. [redacted] had been resolved, albeit unsatisfactorily from the customers perspective, My assessment was that we had a customer who could not be satisfied. The most favorable outcome would be that met our obligations with him and that we offered additional service and attention to his issue.It is my opinion that we have met our obligations to **. [redacted]. That he contends his water heater was faulty and that it failed, is incorrect. This can be substantiated by [redacted]s Technical Support Supervisor, [redacted]. I will be happy toforward you supporting documentation.It is not the intention of Magnolia Plumbing to avoid our responsibility to our customers. In the case of [redacted] it is my opinion that we have met our obligations despite having to deal with a contentious, and at times, threatening customer. We are making no more concessions to **. [redacted]. In response to your offices discovery as to what actions we are willing to make – we are not willing to take any further actions to accommodate this customer.I am happy to supply you with further information and I am available to discuss the particulars of this case.Thank you for your attention to this.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because the information provided by Magnolia is inaccurate, and everything performed as a 'courtesy' was mandated by [redacted] County inspectors when they FAILED their installation 3yrs after install. Magnolia never pulled a permit for our water heater installation, however, we were charged for this process.I remain with requesting the initial installation expenses be reimbursed totalling $3700.00. This amount does not account for all of the time I have missed from work, and other related expenses to have a functional water heater in our house, with expectations to have more than 4 years of life. I believe the AVERAGE life of a water heater is 12yrs! Average price for a water heater is $500.00, not $1500.00, which is the cost of the one in question, plus installation costs.It is interesting to note, I dont work in the plumbing industry, and I even know, flex gas pipe is not up to code, hence why the inspector rejected/failed this installation. Hard pipe is REQUIRED! There are no favors being made here.Regards,

Business

Response:

Hi [redacted]-

Here is Magnolia’s position regarding Complaint # [redacted] pursuant to our conversation this afternoon:

It our my contention that [redacted] is demanding corrections be made to a water heater that is no longer in use at his home; and that this customer may not even have gotten an inspection as he states; and, that a code official would never fail a gas connection as [redacted] claims in his complaint. He may be referring to [redacted]’s specifications or recommendations. I have attached the International Gas Code; section 411.1 to illustrate my position.

Our position remains the same. We have met all obligations regarding this matter.

The customer evidently was able to obtain a new water heater by coercion from [redacted], and the customer is using this as proof that the heater we installed was defective. Mike Dial from [redacted] (see attached letter) admits that the customer was given a new heater as a “courtesy”.

Consumer

Response:

** rcv'd consumers concerns via a complaint he filed with Revdex.com of DC (cid #[redacted]) ...see **'s response below:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Fri, Aug 1, 2014 at 4:48 PM

Subject: [redacted] v. Magnolia Plumbing Inc

To: [redacted]

**. [redacted],

Review: ON 5/19/2014 MAGNOLIA PLUMBING RESPONDED TO MY RESIDENCE AND QUOTED ME A PRICE OF $75 FOR A SERVICE FEE BUT IT WOULD BE WAIVED IF THE SERVICE WAS COMPLETED. MY ISSUE IS WATER IN THE BASEMENT.

PLUMBER FROM MAGNOLIA CAME AND QUOTED A PRICE 0F $275 WITH THE $75 SERVICE FREE WAIVED TO SNAKE THE DRAIN.

THE PLUMBER WAS NOT PREPARED FOR THE TASK, HE DID SNAKE THE DRAIN BUT IT DID NOT CLEAR THE LINE AND REQUESTED MY BROTHER TO HELP HIM ATTEMPT TO FORCED THE SNAKE THROUGH THE TRAP. THIS FAILED. THE PLUMBER THEN REQUESTED MY TO USED MY NEW WET VAC ( RECIEPT AVAILABLE) TO EXTRACT SEDIMENT FROM THE DRAIN. THIS CLEARED THE LINE. THE PLUMBER ASKED ME IF I WANTED TO EXCHANGE WET VACS?

A BILL WAS WRITTEN FOR $189 AND I DID NOT PAY ON THE DAY OF SERVICE. THE SERVICE MANAGER CALLED ME AND HE STATED THAT HE SPOKE WITH HIS EMPLOYEE ABOUT THE SERVICE PROVIDED. THE SERVICE MANAGER STATED THE COST SHOULD HAVE BEEN $225. THE PLUMBER STATED $275 AND SHOWED ME THIS PRICE FROM A PRICE LIST BOOKLET.

ON THURSDAY 5/22/2014, I RESPONDED TO MAGNOLIA TO PAY $104 (MINUS THE COST OF MY WET VAC $84.59 ROUNDED TO $85) THE MANGER STATED AGAIN THE COST IS $225 BUT HE WILL ONLY TAKE THE $189. I AGAIN DID NOT PAY AND HE STATED THAT THEY WILL COLLECT THE MONEY. I LEFT THE LOCATION.Desired Settlement: FOR MAGNOLIA TO MAKE A BILL ADJUSTMENT AND ACCEPT $104 AS PAYMENT LESS MY WEY VAC. THE COMPANY WAS THERE WHEN I NEEDED THEM AND AT LEAST THE SERVICE FEE IS OWED BY ME.

Business

Response:

Hi [redacted]-

This matter has been resolved. [redacted] paid in person on 5/30/14. We agreed accept $103.00 to settle her debt.

Thank you,

Residential Plumbing and HVAC Service Manager

600 Gallatin St., NE

Washington, DC 20017

###-###-#### / office

###-###-#### / cell

###-###-#### / fax

Visit us on the web: www.MagnoliaPlumbing.com

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: On Thursday October 3, 2013, a Magnolia technician came to my home to investigate the lack of hot water there. He determined that the issue was with the electric water heater and offered two possible resolutions: to replace the thermostats and heating elements for approximately $1,300 (not certain of exact price) or to replace the water heater entirely for approximately $1,800. I asked him to replace the parts only which he proceeded to do. Upon completion, the water heater was still not functioning, despite the technician saying he had taken affirmative voltage measurements at the various components. I was told there was an issue with the heater's internal wiring and that it needed to be replaced. I authorized this and the technician installed a new water heater. Once connected, this new unit also did not function. Eventually, the technician explained that there was no power getting to the water heater. I have an in-line water heater timer between the circuit breaker and the water heater (the unit itself is mounted just above the water heater and the technician was aware of it from the start). The technician measured the voltage coming into the timer and found it to be sufficient, but no voltage was coming out of the timer to the water heater. Therefore, it was an electrical issue (or issue with the timer) that needed to be resolved to get power to the water heater. The technician posited that a problem with my old water heater had likely affected the timer, rendering it inoperable.

At the end of the day, I had a brand new water heater, a credit card charge of $1,800, and no hot water. Upon my bypassing the timer and running electricity directly from the breaker to the water heater, the heater began operating properly proving there was indeed an issue with the timer.

I have two concerns. My first is that I am not remotely certain that I needed water heater service or replacement at all. I think it is very possible that there was never power coming to the water heater. Why else would all three of the old heater, the old heater with new parts, and the brand new heater not operate at all?

My second concern is in regards to the cost of the service. I appreciate that I authorized the charges, but upon further research I find the prices from Magnolia to be way out of the norm. The most expensive comparable water heater I could find retails for $500. If Magnolia were charging twice as much, plus a generous $100/hour for 4 hours of labor, a very inflated total cost would still be $1,400. Adding $100 for the $50-retail expansion tank that was also installed still only brings this hypothetical total to $1,500.

The basis of my complaint is that I have not heard back from Magnolia regarding my inquiry. I spoke to the residential service manager, [redacted] (sp?) the next day, Friday October 4th, and he promised to call me back. I left him another voice message on Tuesday October 8th which was also not returned.Desired Settlement: I would like an explanation in regards to the necessity of the service performed. Considering my explanation above, can Magnolia agree that that this work may not have been necessary? If not, can they provide more information to help me understand?

I would also like an explanation as to how Magnolia sets their flat-rate pricing for electric water heater installation, and why they believe their pricing is fair given the analysis I've provided.

Following that, I would like Magnolia to consider refunding part of my charge to reflect what I believe to be a fair market price for the goods and labor. If Magnolia shares my opinion that the water heater never actually needed to be repaired or replaced, I would like that refund to reflect a consideration of that fact (for instance, charge me their cost of the unit and waive or greatly reduce labor charges).

Business

Response:

Dear [redacted]-

I have contacted **. [redacted] by phone last week. My determination was that he has a valid complaint. We resolved to refund **. [redacted] $900. I instructed our accounting department process a refund to our customer.

Thanks,

Residential Plumbing and HVAC Service Manager

[email protected]

600 Gallatin St., NE

Washington, DC 20017

###-###-#### / office

###-###-#### / cell

###-###-#### / fax

Visit us on the web: www.MagnoliaPlumbing.com

Review: I am a retiree on a fixed income. On Friday, 11 october 2013 Magnolia plumber company technician came to my home to repair my kitchen sink's clogged drain. I was charged $221. I paid by [redacted]. During the evening of 11 October as I went to use my kitchen sink, the sink continuously filled with water and the drain was still clogged. Water is filled to the top of my sink due to the clogged drain not being repaired and I request a refund of the $221 in which I paid for the service. I have tried repeatedly and unsuccessfully to reach a Magnolia manager or representative for resolve of this . My telephone calls and messages to magnolia have gone unanswered as I've not gotten any response. I would like to be refunded my $221 as my kitchen sink remains clogged.Desired Settlement: My desired outcome would be for Magnolia management to email me and call me telephonically that they will credit my [redacted] the refund of $221 or they will submit a refund check to me for $221

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Mon, Oct 28, 2013 at 6:13 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

This complaint has been resolved with the company.