ComplaintsforApplewood Plumbing Heating & Electric

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AVOID THIS COMPANY AT ALL COSTS! THEY ARE DISHONEST, UNPROFESSIONAL, AND HAVE ZERO RESPECT FOR CUSTOMERS.I would strongly advise against using this company. They are only interested in squeezing as much money out of you as possible and will provide inflated quotes with no reasonable justification.I scheduled an electrician and a plumber to visit my home between 1-3 pm. After 1 pm, I received a call that both technicians were running late and would arrive between 3-5 pm instead. Since I needed quotes for an electrical panel replacement and a water leak repair, I rearranged my schedule to accommodate their delay.The electrician arrived and spent less than 10 minutes inspecting the electrical panel before presenting me with a quote for over $13,000! This was by far the highest quote I received from any company. When I called the office to question the exorbitant price, their only explanation was that they have 50 years of experience and are a family-owned business. This was completely unacceptable. I later had a qualified and experienced electrician from another reputable company come out, who spent 30 minutes thoroughly inspecting the panel and provided a quote for $4,500, and with 30 years of experience in ***************The plumber's behavior was even worse. He arrived and parked down the street, so I didn't see him. After waiting for 10 minutes, I went outside and poke to him, he was incredibly rude and said he was leaving and told me I would have to reschedule. This company clearly has no regard for its customers' time or money. They provide inflated quotes, their technicians are rude and unprofessional, aside from the nice ladies at the dispatch number. Save yourself the frustration and find a reputable company that values its customers and provides honest, transparent service, and QUOTES!

  

  Business response

  10/01/2024

  Marina, 

  After following up with both technicians and the dispatch department, it was advised that since your doorbell was non-functional, our technician was asked to text you upon arrival to your property. *** text you as requested and waited at least 10 minutes there for a response, even after our dispatch department had already spoken with you to confirm he was on his way and his general, expected arrival time. The *** tracking system we utilize shows our electrician was working at your residence for just over an hour and the call was for a panel upgrade, as required by the *** in which you reside. As explained previously, we do not breakdown our invoices based off of parts and labor, we provide job-standardized pricing so that all customers who are having the same work completed, pay the same price. We are aware there are cheaper companies around town, however we do not strive to be the cheapest, we strive to be the best.  When our plumber arrived at your residence, he too, texted you and you again did not respond. He waited at your residence for 21 minutes, our dispatch department reached out to you and left a voicemail and after still receiving no response, the plumber was sent to another job. At this point you came out of your residence and spoke to him and he advised you that because there was no response and he waited over twenty minutes he was dispatched elsewhere and could no longer assess your concerns. We offered to send out the next available technician to your residence and you declined. We do have a schedule to keep, which is why we advise our customers at the time they book a job with us that our dispatchers will reach out3 ***** minutes prior to the technician's arrival to your home, to give plenty of time for customers to be prepared for the technician.  We also reached out upon arrival via text, as requested. I do not show any record of either of our technicians charging the service call fee for their time in your home, therefore I do not see any refund owed to you at this time. 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Applewood came out to repair our 7 yr old AC system that was not cooling to normal levels. It was working but not to spec. Applewood added refrigerant and upsold us on a guaranteed "leak seal" chemical that was added to the system. The was suggested by the service person that came out. He said he would refund the additive is it did not work. No mention was made that it could potentially clog our system. The system worked to specs for a short time then completely stopped cooling at all. We called Applewood back out. After spending hours looking for other causes and blaming it on a condenser that they had installed previously, I lost confidence in this service tech. He made statements about the condenser that I knew were not true. Eventually, he showed me solid evidence that the condenser coil was completely blocked up. So after working for 7 years, it becomes completely clogged (per Applewood). This is right after THEY installed "leak sealer" in the lines. HE gave me quotes starting at nearly $10,000, and up to over $30,000 to get the system working again. I called the condenser manufacturer of the condenser coil who said they should have repaired the leak by replacing the leaking part. I called several other AC places, NONE suggested the use of "leak sealer" additives. My research shows that this is a common problem with "leak seal" products and that they can clog many parts of an AC system. That is exactly what happened to us. I called Applewood and filed a complaint. I told them that I hold them responsible for this system being completely inoperative now. They said they would get back to me. I explained that the system is now completely broken and we are in a house with no AC in the August 90+ heat. They did not seem to care now. Applewood is NOT returning my calls now.

  

  Business response

  08/29/2024

  Mr. *******, 

  Your initial call to our offices was reported yesterday, 8/28/24 at 10:06 am, for work that was completed 7/1/24.  I personally attempted contact regarding your concerns yesterday and left a voicemail which was not returned. You then called again this morning, twice, at both 10:35 am and then again at 11:04 am, less than a half hour time span, when I was unavailable. I do apologize for that, but I did return your call at 11:12 am and we spoke, so I am not sure why it is being stated we are no longer returning your calls. Once we spoke, we made arrangements for not only a refund to be issued to you, but also a different technician to come out to your residence for a second opinion on the situation. We are working to rectify your concerns as quickly as possible and appreciate your patience while we do so.

   

  Thank you,

  ******* *.

  Service Experience Manager

   

  Customer response

  09/04/2024

   
  Complaint: 22213192
  
  I am rejecting this response because:  Nothing has been resolved.
  
  Sincerely,
  
  *** *******

  

  Business response

  09/13/2024

  ***,

  A refund was issued to you and a technician was sent back out and replaced the malfunctioning part under warranty at no additional cost to you. We are unsure how this is not resolution for the issues addressed? If there is something specific you are looking for in addition to the resolution that has already been provided, it would be helpful to know what that request is.

  Customer response

  09/23/2024

  We have not received a satisfactory response from Applewood.  They completely break our system, they did provided a partial refund they initially promised.  It was less than half of what they charged us to BREAK the AC.  The malfunctioning part WAS NOT replaced.  And it certainly was not done "under warranty" as they claim.   They did send out a second tech who quoted us a ridiculously high quote to REPLACE our entire system, after they broke it.

   

  We are requesting a FULL refund at a minimum.  We were forced to hire another company that properly diagnosed and repaired our AC system.  That cost us 5 times what Applewood charged us for BREAKING our system.

   

  Sincerely,

  *** *******

  

  Business response

  09/25/2024

  Mr. *******, 

  We are sorry that you feel the work completed by Applewood was not up to your satisfaction, but the air conditioning system was already not functioning as it should upon our arrival to your home, our technician was not responsible for breaking the unit. As a courtesy, we will refund the cost of the refrigerant added to your system per your request. A refund of $483.03 will be issued to your credit card and we would expect you to see this credit reflected in your account within 7-10 business days. This will reflect a 100% refund of services at this time. Thank you.

• Initial Complaint

  08/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Applewood always has stellar customer service and provide professional work. I called Applewood on 8-4-2024 to request service for my back patio drain to be jetted out. The customer service rep was rude and clearly did not understand what I was asking for.

  

  Business response

  08/08/2024

  ************, 

  Thank you for the feedback you have provided regarding your interaction with our customer service department. This is not the type of service we want to provide our customers and assure you that we will pull the call recording to verify which representative you spoke with and work with them through further coaching and training as needed. We do not provide jetting services at this time, and it is very possible they were unclear about the service you were requesting, however, that does not excuse poor service. We appreciate our loyal customers and strive for 100% customer satisfaction with all work and employee interactions. If you ever have a future concern regarding an Applewood employee or our work, please do not hesitate to reach out to our office directly to discuss; feedback from our customers is imperative to our continued success.

   

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called to have a breaker replaced which is typically an $80 part. When I received the quote it reflected a price of $943.64. When I asked for a breakdown of the cost the tech said that corporate only gave the total for the replacement. The company on purpose hides the cost breakdown of services and products. Additionally, they charge $29 to come out but it is deceitful to not provide a breakdown of service costs. I would like a reimbursement of my $29 charge.The tech had an explanation of the elevated cost but it wasnt reflected on the work order.

  

  Business response

  07/24/2024

  ********, 

  We apologize that you felt the cost of this repair was too high with our company, and yes, we do charge a $29 service call fee to cover the gas and time of the employee coming out to give you a quote for your specific needs, which is significantly less than many other companies charge. If you had called into our customer service department to express your concerns, they would have offered to refund your $29 service call fee without question, but we were unaware there were any issues prior to this BBB message. At this time, I have filed the paperwork to have our accounting department refund the $29 to your credit card. You should see this refund reflected on your account within 7-10 business days. Thank you for your time and feedback. Please call us directly if you have any further concerns or you do not see the refund in your account after 10 business days so that we can look into things further for you. 

  Customer response

  07/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 11, 2024 a hot water pipe above my hot water heater burst and essentially destroyed the unit's insulation and electronics. I have used Applewood Plumbing for several years and they seemed OK, so I phoned them and they said they would come the next day, April 12, to replace it. The technician came at 8 am and left at 5 pm. He said he wanted to be sure the water heated up to 120 degrees.They charged me $12, ******. This is outrageous! A hot water heater costs about $2K and can be installed In 3 hours or less. A local plumber said he charges between $3500 and 4500. State ************** said they would cover this amount under my house insurance because it was a flood -- my kitchen and laundry area was under water. The water drained down to the crawl space. A mess. Applewood claims they include their overhead in the cost, a very hefty overhead....I was in shock, since I was hit on my forehead by a gush of very hot water when I opened the closet where the hot water heater resides. I am almost 80 years old, but I went down to the crawl space to try to turn off the water main. Some neighbors came and helped me. It has taken some time to process this event.....I recently phoned Applewood and asked for a refund. A friend had told me about an Aurora couple who were charged $13K for their replacement of a hot water heater. They talked with Channel9 Denver ************ ************************* and were able to get a refund of $8K -- aired on June 27.Applewood offered a refund of $4,243.11 or about 30% of the total. My brother, a retired banker, said it sounds like a scam, and I should ask for 50% and I will walk away.I sent Applewood an email, but haven't heard back. Any advice or assistance on this would be greatly appreciated.Thank you,***********************

  

  Business response

  07/22/2024

  We have reached out to *********************** yet again to discuss her concerns and are again waiting on her response to the offered solution to her concerns. 

  Customer response

  07/29/2024

  I checked and found that Applewood did send me a voucher for my credit card for $7983.70 on July 26, 2024. 

  So I can't complain further, although I am talking to the *************************** hot water heater people about whether it is legal for Applewood to cancel the warranty on the hot water heater.

  Customer response

  08/02/2024

  Yes, I think we can close the complaint as resolved at this time.

   

  Applewood Plumbing sent me a refund of about $8K.  

   

  This is similar to what the couple in ****** received (see the Channel 9 *********** report on June 27, 2024, by *************************, community investigations).

   

  Thank you so much for helping me with the outrageous bill ($13K) I received for a hot water heater replacement. It should have cost $3500 to $4500.

   

  You gave me hope and kept me going on addressing this issue.

   

  Blessings on all of you!!!

   

  Best regards,

   

  ***********************

  ********, *************;

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday, we had major water damage in our walls, floors, and ceilings from a frozen AC air handler that melted after Applewood was here. He changed the filters on our attic air handler and told me to let it thaw and wait 12 hours to turn it back on. Soon after, the leak happened. No foresight, warning, or action was taken to prevent this mess. We have had 4 Applewood servicemen here in the last 2 months to work on our AC. The first did an inspection and didn't say anything about changing a filter. The second did almost nothing and told me to keep the blinds down when it's hot. The third changed the filters and let it melt. The 4th put turkey pans out to help with the leak around the handler and told me I needed a drain pan. The first to say so! When we spoke with *******, their ************** manager, she was rude, disrespectful, and argumentative. She blamed us, the customer, for their expensive mistakes and basically said too bad, call your insurance to deal with this or *** us.

  

  Business response

  07/01/2024

  We are currently working with this customer to find resolution regarding the issues in her home. We have sent a mitigation team and reached out to a contractor to assess any damages at this time. 

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/24/24 an electrician was dispatched to install a 240v service too a mini split inverter. Upon review of my complaint that there were no equipment grounds throughout the house (1950s 2 wire service), ********** From Applewood pointed out that the 3rd wire grounds I installed but did not hook up would have to come out, and every 2 wire socket needed to be replaced with GFCI protection, to include a GFCI where there was already a working GFCI (also replaced a functional 15a toggle switch, where there was already a functional toggle switch. ******** intentionally misrepresented the *** (Code) to achieve commission sales. I looked at his work, and realized that instead of 10 new GFCI outlets all individually priced at hundreds of dollars, *** allows for one at the head of a circuit, and offers protection for downline "load side" receptacles, lights, appliances, what have you. I immediately called Applewood, and *** the electrician stated that the GFCIs were necessary and code demanded them all. I asked that he send me in writing where local or national code requires each and every outlet on a circuit with no equipment ground (2 wire) must be replaced to afford protection from grounding hazards. He could not produce this in writing, and apologized, saying my observation was something new to *** this year. Whether it was deceit for increased commission (likely, as exemplified by the unnecessary replacement of a functional GFCI and a toggle switch, $755 & $355 respectively), or ignorance of national and electrical codes, Applewood took advantage of both me, and my 80yo mother and payor 60 miles away over the phone, the claims made by the electrician were wrong. Applewood offered a $975 refund. In light of the 100% satisfaction guarantee, I am insulted by a 10% refund. Applewood must meet my demand that the 10+ GFCI receptacles be removed, and replaced by 2 prong receptacles by a competent electrician with a full refund issued for the deceptive services we paid in full for.

  

  Business response

  05/02/2024

  This complainant is neither our customer nor the homeowner. We are happy to handle any concerns directly with the customer/homeowner.  Thank you. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was offered a position here and was advised on what locations are good for ******** and what kind of housing I should be able to afford. I spend over $8,000 in moving cost and fees to relocate to this position. I was informed after 4 days of training that I can no longer be employed by Applewood due to "military experiences". Applewood reached out and offered me this position to fire me after 4 days without cause. I have acquired a medium amount of debt in regards to working with this company. I believe Applewood should do that right thing and refund some of the relocation cost i acquired while moving to this location that this company has hired me out of state and supported a relocation. If anything I want the BBB to be aware of this possible violation. Thank you for consideration in this matter.

  

  Business response

  04/23/2024

  Thank you for making us aware of your concerns. Out of respect for you, and to maintain confidentiality, it would be inappropriate to disclose the reasons for employment separation in this setting. However, rest assured those reasons were unrelated to any military history you may have.  We hope the compensation provided to you, beyond what was owed, will help in your transition, and we wish you the best. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Applewood plumbing had performed a maintenance service on my water heater previously. Since that experience was acceptable at the time I thought they were a reputable business. On 2/19/24 my water heater failed and was leaking in my basement. I called Applewood for emergency service and after inspection presented me an estimate for replacement of $16,836.85. I asked if there were any less expensive options and was told no. I felt that the situation was an emergency (retrospectively it was not as severe as I felt at the time) I wasn't thinking clearly and agonized over the ultimate decision to accept their estimate and have the repair work done. After the fact I realized that what I agreed to was complete and outrageous PRICE GOUGING!! They are not the reputable business that they claim to be. Help!

  

  Business response

  02/22/2024

  This is a price only complaint for work that was approved with valid signatures shown on the invoice provided by ****************. 
  
  I would like to address the fact that Applewood APHE is an elite company that provides a service above and beyond most others in the industry.  When you choose Applewood, you get the confidence a company that has been in business 50 years provides as well as:
  
  Because we value your safety/security: 
  All our technicians are state licensed or certified, background checked, and drug tested to ensure we are sending you the best possible technician.
  In fact, our background checks are more thorough than the Denver *** We guarantee a drug-free and experienced technician every time.
  Our customers receive guaranteed up-front pricing and a clean, drug-free, courteous technician in a uniform with a photo ID. 
  We are licensed and insured in every city and town we serve.

  Because we value your time: 
  Our technicians have a fully stocked truck and can complete the work same day in most situations.  
  We are available 7 days a week providing high quality services throughout the ******/******* Metro area.  There are no overtime fees during regular business hours (6AM -10 PM Monday Sunday). 
  We are a large family-owned company and are working 7 days a week to ensure we are available when our customers need us. 

  Because we value your business:  
  Our gold club members enjoy/receive the following benefits: you will not pay a SCF/trip charge during regular operating hours, are *********** a maintenance inspection of one of your systems, (heating or cooling unit, or we also do a plumbing leaks and squeaks inspection and an electrical inspection) and have priority service.  As a member, you also save 15% off our standard rates for all repairs and services.

  Because we respect your home: 
  Our technicians are required to wear protective booties over their shoes and leave your home the same or cleaner than how they found it. 

  Because we want to protect you from any surprises down the road: 
  Instead of a fee for labor and parts, our prices are standardized by the job.  This means the pricing, whether the repair takes 2 hours or 2 days, isnt going to change. And pricing is up front and in writing. 
  We realize that there are cheaper companies in town, however we dont strive to be the cheapest, we deliver on being the best. 
  Our pricing is standardized and by the job, to ensure that all customers pay the same price for the same repair. 

  Because our goal is 100% customer satisfaction: 
  We pride ourselves on doing the job right and up to code or better.
  Weve been providing for customers in the community for 5 decades/for 50 years, and one of our main objectives is to ensure we have exceeded your expectations. 
  
  Because we pride ourselves on being an ethical company: 
  It is our mission to give the best possible service to every customer.
  Weve been in business over 40 years and commitment to honesty and integrity can be confirmed with our A+ rating at the Better Business Bureau.
  
  To Ensure the job is done properly: 
  Our technicians are professionals; they are licensed or certified with experience. To get that type of technician, we offer exceptional benefits and ongoing training.
  We put a great deal of effort into only sending the best technicians to your home.  
  We guarantee our work with better warranties than most manufacturers.
  
  I am glad we were able to help **************** in his time of need in an exceptionally quick and professional way as he noted in his ****** review.  

  Customer response

  02/23/2024

   
  Complaint: 21325247
  
  I am rejecting this response because: The installation was faulty.  I discovered a significant leak on 2/22/24, in the piping, which covered the entire unit and floor and wetting the adjacent insulation.  I've spoken with a company representative, ********, I believe was her name and explained this situation.  I uploaded a video to my ****** review showing the leak and associated results of the leak.  The leak occurred sometime between Monday (2/19/24) evening and Thursday afternoon (2/22/24).  I recorded the video shortly after I called the company explaining the water emergency and to have them send a technician come immediately to solve the problem.
  
  Sincerely,
  
  ***********************

  

  Business response

  03/04/2024

  Applewood APHE immediately sent a technician out to address the small leak and to make sure everything was taken care of for ****************. We sent a ******************* out at our cost to ensure everything was dry.  We have done everything we can to make sure that our customer is well taken care of.

  

  Business response

  03/07/2024

  We are not offering a refund based on any wrongdoing on our part, but we are willing to speak with **************** outside this platform to address his price concern.

  Customer response

  03/10/2024

   
  Complaint: 21325247
  
  I am rejecting this response because: The job to be performed by a company who states they are an "elite" service does not initially charge a price gouging cost for a job then leave it only to have the installation fail with a leak that lasted for days.  The leak further caused water damage to the insulation adjacent to the water heater.  That required another visit from a restoration company that was obviously Applewood's responsibility to put drying equipment in the area to dry the insulation which lasted for 4 days.  In addition to the failed installation, the job also failed city building inspection with the city of Firestone.  An "elite" company should have a representative that knows the city code and perform the job according to code the first time.  The plumber had to completely replace the exhaust piping because it failed the slope required in the code.  He failed to use the water heater manual that was provided with the overpriced job to read the requirements and apparently used his mistaken tribal knowledge to install it from previous installations.  However, that is also not the "elite" service I was completely overcharged for.  I'm asking for compensation.  I want at least a refund of half the cost of the job.  I will agree that they should be paid but not the price gouged cost they charged me.  They misrepresented their expertise and their representative displayed a level of incompetence that exacerbated my complete dissatisfaction with Applewood plumbing.  To illustrate my point I've attached a previous quote from another plumbing company to show exactly how much I was overcharged for a defective installation and subsequent clean up of their mistakes.  I have supporting pictures of the discrepancies that can be provided upon request.  In summary, Applewood MISREPRESENTED their service and I'm demanding that they live up to their "guarantee" which states "100% Satisfaction" from the warranty page on their public website!
  
  Sincerely,
  
  ***********************

  

  Business response

  03/26/2024

  After diagnosing the situation, ************** provided estimates to the customer up front.  We do not begin work without authorization from the homeowner (or the homeowner's designee).  After seeing the estimates, ***** provided a signature to authorize the technician to move forward and perform the work.  A second signature was provided to acknowledge that the work was completed to satisfaction.  We also have a third signature authorizing Applewood to charge the credit card to pay for the services rendered.   Work was only performed after he authorized us to move forward.

  Customer response

  03/26/2024

   
  Complaint: 21325247
  
  I am rejecting this response because:  The business DID NOT perform the job to my 100% satisfaction PER THEIR GUARANTEE, regardless of my signature, because the installation was DEFECTIVE and subsequently FAILED CITY OF ********* BUILDING INSPECTION!!  I am not satisfied! The signature was provided immediately after the installation because at first observation it "appeared" to be done correctly but this was prior to discovering extremely poor workmanship and ignorance of the city building code.  The "technician" DID NOT reference the installation manual that was provided with the water heater during installation.  The business was disingenuous with both pricing (outrageous) and defective workmanship and must be responsible for their actions.  As I've already said they need to bear the COST of MY TIME involved for the business to remedy their FAULTY installation.  They owe me compensation for their sub par job.  My time is worth more than theirs.  I will agree to mediation.  But they must relent!

  From their own website:

  Others make Claims. We make guarantees.

  On time arrival or you receive a $39 discount
  Guaranteed price up front
  Two year, 100% parts and labor warranty
  Clean, courteous drug-free technician in a uniform with photo identification
  Shoe covers, protective work carpets, clean-up equipment

  100% satisfaction or well come back and re-do it all for FREE

  At Applewood, we fix it right the first time, every time. Give us a call and well fix your problem right, too.  We guarantee it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2-8-24, we had Applewood come out and quote us a new shut off valve for the water to our house. They quoted the unreasonable price of $960.00 to replace it. The justification was that they were licensed plumbers, and all their work was guaranteed. I was unhappy about the price, but we are out of the house, pending its sale to another party, so I agreed to it. After the work was done, there was clearly a new valve there. We left to our new home.We came back on 2-11-24 to check on the house, and observed a leak inside the wall where Applewood did the valve replacement. As the work is supposedly warrenteed, I called them back out. The plumber that came out told us before even examining the problem that it was probably caused by a nail in the wall that was corroding the pipe because they were dissimilar metals, and the fact that this didn't cause a problem the 12 years we have lived here was just lucky.He then cut open the wall to the ceiling to reveal a soldered joint the last tech broke while installing the valve. He blamed the plumbing that was there for decades without a problem, and then quoted me $850.00 to repair the leak they clearly caused. They charged far too much, broke my plumbing, and did not stand behind their work. Another company sent someone out the next day to fix the problem for $450. Now I have to repair the drywall Applewood cut out.

  

  Business response

  02/14/2024

  In response to the accusations made by ********************, Applewood Plumbing Heating & Electric was out on 2/8/24 to replace a valve, invoice attached. Part of our work was to replace the broken valve, so naturally, yes,there was a new valve.  We were called back out on 2/11/24 as the customer discovered a leak in his basement wall, not where the valve was replaced but in the wall.  ************** is unable to address issues behind drywall as it is not see through, he did speak to what the cause may be, but explained that he needed to see behind the drywall to properly diagnose the issue.  With approval, he cut the drywall open to locate the issue, ************** could see that the soldering of the pipe, not done by us, was inadequate which caused the leak.  If a joint is soldered correctly, it will actually be stronger than the pipe.  Per picture provided of actual issue found, it can be seen that the pipe was old and has discoloring that suggests leaking over a period of time.  There is absolutely no wrongdoing here by either technician.

  If ******************** would like to discuss this issue further, he is welcome to call into the office and ask for a Manager.
  

  Customer response

  02/17/2024

   
  Complaint: 21283737
  
  I am rejecting this response because:

  No remedy was proposed by the business.  The response was an assortment of thin excuses.  They indicate that the damage was elsewhere in the plumbing, but don't mention that it was the same pipe that they worked on, and that the damage happened at the first joint in the plumbing from where they were working.  They blame the age of the plumbing, the quality of the soldering, and even the lack of transparency of drywall.  They then go on to say that the junction they broke was leaking before they were there.  There wasn't a leak there for the 12 years we lived there.  Because of the rough handling of their "warrenteed" work, I not only payed them $960, but I had to repair the damage they caused at the price of $450 for a plumber, and $585 for a drywaller.  The BBB should not endorse a plumber that requires other plumbers to fix their work.
  
  Sincerely,
  
  ***** ********

  

  Business response

  02/28/2024

  When can we expect this one to close?

  

  Business response

  02/28/2024

  Can I please ask what you are looking for to close this?  The accusations have been shown by pictures and invoices to be false.

  

  Business response

  02/28/2024

  We have addressed the accusations with facts.  If the customer can provide any factual evidence to the contrary, that isn't based on opinion, we are happy to review it.  Our invoice states clearly that we do not repair drywall and that was covered extensively before work was done.

  Customer response

  02/28/2024

   
  Complaint: 21283737
  
  I am rejecting this response.  It is a fact that the elbow of the pipe they worked on was not leaking, and hadn't been for many years.  It is a fact that our house was empty and on the market for three months, and at no point did anyone viewing the house say the carpet was wet.  It is a fact that immediately after their $960.00 shut off valve replacement, that elbow started leaking.  It is a fact that they then offered to repair their damage for more that $800.00.  They clearly caused the problem, attempted to profit from it, and didn't stand by their own work in any way.
  
  Sincerely,
  
  ***** ********

  

  Business response

  03/07/2024

  We are not willing to refund the total invoice as the work was done and not as a result of anything we did.

  Customer response

  03/13/2024

   
  Complaint: 21283737
  
  I am rejecting this response.  The continued denial of any responsibility for a leak on a pipe that wasn't there before Applewood did their badly overpriced work, but which was there afterward should serve as a clear warning to anyone looking for a plumber in the future.  They will absolutely not stand behind their work, and they will offer the ridiculous explanation that it was that way before they got there.  Their failure to warranty their work is nothing less than shameful, and is very likely criminal. 
  
  Sincerely,
  
  ***** ********

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