ComplaintsforTietze Plumbing Heating and Air LP

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TIETZE PLUMBING agreed to install at our house tankless heater and water softener system. During that time TIETZE PLUMBING representative has verbally and in writing promised and advised that we will receive 15 year manufacture warranty on tankless heater, 5 year parts and labor warranty through Tietze Plumbing and 10 year manufacture warranty on water softener system. It was promised that during the 5 year TIETZE warranty any issues we have will be resolved without any cost or fees to us. Few months later we noticed that water softener was not performing it's REGENERATION CYCLE as required by manufacture for proper operation. We called TIETZE PLUBMING and explained the issue, to which we were told that technician will arrive. When technician arrived he stated he didn't see any issues and that system was operational, even though he could not verify if in fact system did perform it's regeneration cycle. We then were told by TIETZE plumbing that we must pay a service call fee. We explained to the representative that system is under TIETZE full 5 year labor and part warranty and no fees should be collected. A month later we noticed that water softener still did not perform it's regeneration cycle again and we called TIETZE PLUBMING again to send out technician to resolve the issue. This time, TIETZE PLUBMING stated that they will send technician but we have to pay them for previous service call and additional fee for the second call. We again explained that system is under full warranty and no fees should be collected at any time during 5 year period. TIETZE plumbing refused to send anyone, holding us a hostage till we pay the requested fees. On the second service call, the technician did acknowledge that system did not perform regeneration cycle since installation due to possible system reset during power outage at the property. Technician further acknowledged that homeowners did not make any modifications to the softener or heater after installation.

  

  Business response

  07/20/2023

  A water softener and tankless water heater was sold to homeowner with the warranty written on the sold estimate. Tietze Plumbing offered a 5 year parts and labor warranty on the two system installs. The customer called and asked ********************** Pluming to address some issues that fell outside of the scope of the warranty for the two systems described. The customer, withheld final payment and asked us to do jobs that were not related to the water heater and softener issue but assumed they were under warranty. 

   

  Tietze Plumbing can provide the number of trips through tracking of the truck that we provided service for issues that were not under warranty. For example, there was an issue regarding a water hammer/knocking sound inside the piping in the house. The customer was also having a pressure issue. This issue was related to a pressure regulator that was installed by another company a month prior and was a mfg defect. We provided diagnostic consultation for these issue for no cost to the customer. Again these consultations were done for no fee and outside of the scope of jobs completed.

   

  Upon completion of the installs of the water heater and softener, ****** (Master Plumber at Tietze Plumbing) arrived on site and noticed a part that the homeowner stated he had a handy man remove. ****** explained to the customer the part was not supposed to be removed and it is required for the proper operation of the recirculation portion of the tankless waterheater (it is a crossover valve that was installed underneath a sink). Tietze plumbing (******) advised homeowner that the part was necessary for proper operation and that with the part "uninstalled", the warranty on the recirc portion of the system would be voided due to an improper operation and unauthorized removal of the crossover valve. At that time, homeowner stated that he would see if it still worked properly without it. Tietze Plumbing tech (******) Notated missing part and that it would void a portion of the warranty.

   

  On May 17th, homeowner reached out to *************************** (Master Plumber, Tietze Plumbing) by email regarding him thinking the water softener did not regenerate.  ****** emailed and responded to the customer and gave a phone diagnostic. ****** explained that if this is not an issue related to warranty work there would be a diagnostic fee. He stated that he wanted someone to come out and look at it. 

   

  May 19, 2023, Tietze Plumbing dispatched a plumber to diagnose the softener issue. Homeowner stated in his complaint that we had no way of knowing if softener had been regenerating. Tietze Plumbing scheduled a tech to diagnose the regeneration history of the water softener. Water Softener setting history indicated that there were multiple regeneration cycles, so the technician diagnosed and ensured proper operation of the softener. The system was also producing soft water. Once we had completed our assessment, explained findings to homeowner, we invoiced a $49 trip charge. Homeowner refused to pay.

   

  May 19, 2023

  Invoice: 33051652

  Technician ****:

  Arrived on site to investigate water softener. Upon arrival went throughout parameters and ensured proper operation. Customer did not want to pay service fee.

   

  On June 3, 2023, after hours on call dispatch received a call from the homeowner regarding a similar concern. Dispatcher explained that he owed a past due balance of $49 if he wanted us to go out as well as a $99 after hours/ weekend service fee for a return visit. Homeowner paid that upfront. 

   

  On the same day June 3, 2023 the on call plumber was dispatched to diagnose the system, he noticed the clock was not set to the correct time. The technician asked the homeowner if the softener had been unplugged, the homeowner said "no." The technician assumed there must of been a power outage due to finding. The softener was still working correctly at this time, however the regeneration time was off by a few hours. Technician re- set clock to correct time and also double checked regeneration history. All was still working properly at that time.

   

  Invoice Copy:  336183

  Technician ****:

  Arrived on site to investigate water softener issue. Upon arrival did see that water softener time was not set correctly due to power outages resetting time at different times. Everything working properly at this time

   

  Best Regards,

  ***** Tietze

  Tietze Plumbing

  Partner/Owner

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

  Customer response

  07/25/2023

  Complaint: 20246755
  
  I am rejecting this response because: TIETZE PLUBMING did not resolve original complaint. No fees should be charged for any services calls for the duration of the promised 5 year warranty, fees that have been already charged must be refunded, and TIETZE PLUBMING must adhere and provide promised warranty services for duration of the 5 years. 

  Please see attached document with detailed response.
  
  Regards,
  
  ***************************

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/19/2023 I requested a quote from Tietze Plumbing. They sent out a tech who took pictures and provided a verbal quote of $1119.60. He said he would have to put me on the schedule for a later date , but required a 50% deposit. I said that was excessive when this is 99% labor and we agreed at 25%. He ran my credit card and asked for a signature on an iPhone, which has now showed up on 2 invoices as my acknowledgment of completed work. This was just an estimate and a deposit. I called ***** the master plumber on 1/20 as I did not receive an emailed receipt or copy of the estimate as well as alert ***** that somehow my signature landed on a completed invoice. He apologized and was not sure how that happened and that he would look into it. I also let him know that customers should not be presented anything on an iPhone as it is not possible to see and he mentioned the tech had broken his iPad. On 1/19 ***** sent me an estimate for the work and scheduled me for 1/24 to have work completed. In the late afternoon of 1/20 I called to ask to be removed from the schedule and that I would have to do at a later date as after discussing with my wife realized was not going to be able to pay for the service yet. On 1/23 I received my second invoice showing completed work and a 0 balance with my $279.75 deposit being the payment. No work has been completed and a tech was present for 15 minutes to provide what I was told was a free estimate. I still have not had the work done and I am now out $279.A respectable business should not present anything on an iPhone as the opportunity to deceive the customer is too high. How my signature ended up on a completed invoice is fraud. I was told I was giving a deposit and signing a credit card receipt. Never was I told I was signing an invoice with a non refundable deposit. I would like a refund so that I am able to go and find a more reputable company to complete the work.

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