ComplaintsforJ Squared Plumbing Company

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 17, 2015, ***** from J Squared Plumbing Company was dispatched to my house by my home warranty company to replace a hot water heater. He wrote on the invoice that a 50 gallon heater was replaced and we paid the price for a heater that size, which was $1,120.00 in 2015. Six years and two months later the water heater rusted through and leaked all over our basement. Since we had missed the warranty coverage by 2 months, I hired a different plumber to replace the heater in November, 2021. The new plumber informed us upon installing the new heater that, unbeknownst to us, ***** had installed a 40, not 50 gallon heater that we requested and paid for. The water heater label is scratched out where it should say 40 gallons, which we feel was done purposely to deceive us as uninformed, trusting homeowners. I have been in correspondence with *** at J Squared Plumbing and have requested that we be reimbursed the difference of a 50 versus 40 gallon size heater, which can cost up to several hundred dollars in price difference. J Squared is denying that they have sufficient proof for my request. I am including the original invoice from 2015, a picture of the 40 gallon heater label, and a copy of ***** email denying my request for reimbursement. J Squared Plumbing Company's website says "At J Squared Plumbing Company, *** we offer a full range of residential plumbing services and we are committed to providing professional, honest and affordable service on every job." This job was handled very deceptively, dishonestly and was completely unprofessional. Please help!

  Business response

  01/17/2022

  On November 29, 2021 our office was contacted by *******************************, regarding the September 2015 water heater installation at her residence by J Squared Plumbing Company. As stated in our response to *********************** dated December 17, 2021, the scope of work states that a 50-gallon water heater was replaced with all code upgrades. The size of the newly installed water heater is not specified. Neither were the make, model and/or serial number documented on the invoice. Unfortunately, we cannot confirm the size of the newly installed unit. The technician is no longer employed with the company, and we cannot confirm communications between him and the homeowner at the time of the install.
  

  As for the water heater label, we cannot accept responsibility for any alterations and/or damage to it. Again, the make, model and/or serial number was not documented on the invoice, and I cannot confirm that it was altered by the former technician as suggested by ***********************. We do not have any proof of this.
  

  It has been over six years since the install of the water heater, and the first time our office was contacted about this matter by the homeowner was November 29, 2021. We are a small business and take pride in our work. We do not believe the job was handled in an unprofessional manner, or that anyone acted with intent to deceive the homeowner. Had the matter been brought to our attention sooner, we hope that we would have had a different outcome for the homeowner.
  

  Thank you for the opportunity to respond to this matter.  

  Customer response

  01/24/2022

   
  Complaint: 16378228
  
  I am rejecting this response because: we asked for and paid the amount for a 50 gallon water heater and were given a 40, unbeknownst to us.  To support the fact that we were deceived, the number ************************************************************************************** flawless condition. We werent given the product that we wanted and overpaid for it.  Your company should accept responsibility for this deception and refund us the difference that we overpaid. 
  
  Sincerely,
  
  ***************************

  Business response

  01/31/2022

  Again, we deny any and all claims made by the complainant that the company attempted to deceive him or her in this matter. As stated before, in this case the former technician did not document the make, model and/or serial number of the water heater unit on the invoice. I cannot fully explain why the former technician did not document this information as it is the company's policy to document this information for all newly installed equipment.

  We cannot confirm that the label presented by the complainant is that of the unit installed by the company. Nor, can we say that it was the former technician or any other person with our company that 'scratched out' the number 40 on the water heater label as the complainant has stated. It could have been another party. 

  Once more, the company installed a unit at the property over six years ago and the first time the company was contacted about this matter by the complainant was in November, 2021. In an effort to finally resolve this matter, the company has authorized me to offer the complainant $200.00 without admitting any fault or responsibility by the company for claims made by the complainant. 

  If the complainant agrees, we will issue payment in the amount of $200.00.

  Customer response

  02/01/2022

   
  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,
  
  ***************************

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