Northeast Plumbing & Mechanical LLC

Attached are pictures of the first and second install that was completed by Northeast Plumbing & Mechanical LLC. You can see the brown paint in the first install, where the original tank was located. You can see the various elbows that were needed to relocate  the new  tank. You can see the  original water valve with the new tank after the installation.In the pictures of the second install, you can see that the pipes come straight down, as they did with the original hot water tank. The brown paint on the floor is covered. The isle way is not blocked. It is unclear why they decided to turn the new tank in the first place. Another note. On the original hot water tank that was replaced, the gas line used to come up in front of the tank and was hard piped. It did not stick out in the isle at all.  With the second install, they kept the hard pipe on the side from the first install, and used a flex pipe. This was the reason for the extra cost of the flex pipe. As you can see from the photo, it looks very unprofessional.I do not agree with the business response because yes, they did fix their mistake, but now I have to pay additional money for the extra gas line and gas valve BECAUSE they didn’t do it right in the first place and to correct their mistakes. Also, when they came to do the original job, they called saying they were on their way and that they would take the tank away, I said no just put it in the backyard, they stated no they would take it out and away for nothing. They then reinstalled the tank they told me I owed them $15 to take away the old tank. I am upset because they added extra charges added because they had to come back the second time.

3/5/18 - We received a work order from UPA regarding the property at [redacted].  The work order recommended that the hot water tank and gas valve be replaced.  I called Mr. [redacted] to schedule and he began the call by yelling at me regarding the service he had received from UPA.  I...

advised him that we were not part of UPA and our job was to schedule him for service, replace the tank under warranty and ensure that it was up to code.  At this time I advised him that UPA recommended the replacement of a gas valve which was not under warranty and I advised him of the cost.  I also advised him that should anything else need replaced our technicians would let him know and a quote would be provided, to which Mr [redacted] agreed. 3/6/18 - Our technicians arrived at [redacted] and found that Mr [redacted] was not home.  Instead his son and mother where at the home.  Our technicians recommended both the water and gas valves be replaced per Ohio Plumbing Code, however, with the homeowner away, this was not approved.  The old tank and new tank varied in size and a decision was made to orient the tank a bit differently.  This did leave the control valve somewhat in the opening of the door.  Upon completion Mr [redacted]' son expressed his concerns and became confrontational with our technicians and refused to pay for the gas valve that was replaced.  Our technicians made the decision to leave at that time. Mr [redacted] contacted the office and spoke to [redacted] who agreed to take a look at the issue and subsequently re-work the orientation of the tank to in hopes of resolving the unhappy customer.  [redacted] explained to Mr [redacted] that the installation of the tank was proper however if Mr [redacted]' preference was to have it oriented in a different fashion it would be necessary to install a flexible gas line, to which Mr [redacted] agreed.  We sent our technicians out to resolve the situation and addressed the water valve with Mr [redacted], who agreed to have it replaced. Mr [redacted] was not charged to reinstall the tank as he claims to have been.  He was charged for the materials involved to reorient the tank to meet his personal preference and to bring the hot water tank up to code which is required per the State of Ohio as well as his contract with UPA where he purchased the warranty for his hot water tank.  When our technicians were complete, Mr [redacted] expressed his gratitude, signed the invoice (attached) and paid for the materials used.  If you have any questions or concerns, please feel free to contact me in the office. Regards [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Attached are pictures of the first and second install that was completed by Northeast Plumbing & Mechanical LLC. You can see the brown paint in the first install, where the original tank was located. You can see the various elbows that were needed to relocate  the new  tank. You can see the  original water valve with the new tank after the installation.In the pictures of the second install, you can see that the pipes come straight down, as they did with the original hot water tank. The brown paint on the floor is covered. The isle way is not blocked. It is unclear why they decided to turn the new tank in the first place. Another note. On the original hot water tank that was replaced, the gas line used to come up in front of the tank and was hard piped. It did not stick out in the isle at all.  With the second install, they kept the hard pipe on the side from the first install, and used a flex pipe. This was the reason for the extra cost of the flex pipe. As you can see from the photo, it looks very unprofessional.I do not agree with the business response because yes, they did fix their mistake, but now I have to pay additional money for the extra gas line and gas valve BECAUSE they didn’t do it right in the first place and to correct their mistakes. Also, when they came to do the original job, they called saying they were on their way and that they would take the tank away, I said no just put it in the backyard, they stated no they would take it out and away for nothing. They then reinstalled the tank they told me I owed them $15 to take away the old tank. I am upset because they added extra charges added because they had to come back the second time.
Regards,
[redacted]