ComplaintsforAqualine Plumbing, Electrical and Heating LLC

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had aqualine install a central a/c in my house. It turns out the system they installed was not sized appropriately to cool all three floors of my house. The own *** said he would install mini splits to cool the two upstairs rooms. The system they installed was not what was agreed to. They did admit to this and promised to fix the issue. They have yet to attempt to remedy the issue. They have been paid in full. They have also no made an effort to get the required city inspections done. The continue to call for inspection without sending anyone to my house to meet the inspector.

  

  Business response

  09/21/2023

  Dear BBB Team and *************************,
  We appreciate the opportunity to respond to the concerns raised by ************. Aqualine Plumbing, Electrical and Heating takes immense pride in delivering quality services and products. We also stand firmly behind our work.
  Aqualine installed a central AC add-on, a Daikin Inverter side discharge with a **** SEER rating, at **************** residence at ************************************************************** on May 9th, 2023. The job was paid in full at $13,377.74, and ************ financed the payment with ************** Due to the age of the home, nearly a hundred years old with an outdated duct system, we encountered difficulties in delivering cool air effectively to the 3rd floor. This is an issue that, upon reflection, we acknowledge could have been better anticipated with more thorough testing and checks prior to the installation. Committed to not shirking our responsibilities and to standing behind our work, we immediately began crafting a solution. We dispatched a senior HVAC technician, and after a consultation with myself, Niv, we determined that the best course of action would be to install an additional outdoor unit (Daikin Heat Pump model#2MXS18NMVJUA) with two mini-split heads, representing an approximate $6,000 value in equipment alone.
  Subsequently, we executed additional installations and made adjustments, all at no extra cost to ************. The installation was executed to his satisfaction, and we made sure to update him at every step, particularly due to the complexities associated with a nearly century-old brick house.
  Regarding the concerns ************ raised about the mini-split air blowing directly into his face, we informed him of the mechanical louvers and offered a diverter solution. However, he opted for a different solution, which required us to gain access to the attic. This part of the process presented challenges, as on multiple scheduled visits, we could not access the attic due to restrictions from tenants and non-responsiveness from *************
  We also acknowledge ************** concerns about mortar waterproofing and drywall plaster fixes. We offered to hire specialists to handle these issues at our own expense, but it appears that this was not sufficient for *************
  It is also worth noting that we faced significant difficulties in communicating with ************. Calls, texts, and emails were often delayed. Despite our best efforts, inspectors from the *************** had multiple unsuccessful attempts to access the property due to a lack of response from ************. We made him the point of contact for these inspections but received no cooperation.
  We have documentation supporting our claims, including pictures of failed inspection attempts and communications or lack thereof. BBB Portal wont let us upload any pics or documents, we will send everything upon request.
  We would like to resolve this matter to the satisfaction of all parties involved. We are open to discussing further adjustments or steps we can take to ensure ************ is completely satisfied with our services.
  Thank you for allowing us to address this complaint. We look forward to resolving this matter promptly and satisfactorily.
  Sincerely,
  Niv ******* Owner, Aqualine Plumbing, Electrical and Heating

  Customer response

  09/21/2023

   
  Complaint: 20634883
  
  I am rejecting this response because: The statements made by Niv are inaccurate. I did contract to have them install a central system in my home. The install did not go as plan and the brand new system had to be completely rewired. I was asked to be here on several occasions even when crews did not show up on time. After repairing the brand new system I noticed that the thermostat was installed in the basement. Every HVAC contractor knows that you can not install a t-stat in a basement and have it operate properly. After two attempts ******** was able to get the thermostat installed on the main floor of the house but not without doing semi-major drywall damage which they did repair. The next issue was that the top floor of the house was not receiving cool air to all of the rooms. The bathroom gets a lot of air but the two sleeping rooms do not. When I inquired with the manager *************** explained that it was a faulty duct because of the age of the home. The age of the home does not matter, and if you think that is going to be an issue you should warn a customer upfront. At this point *** had already taken the payment from the finance company. I did not get a say in that at all. No one called to make sure the job was complete or get my approval so my best guess is that *** lied to the bank and told them the job was complete. *** did agree to fix the issue by installing a secondary mini-split unit with two heads in the upstairs rooms. We agreed to this approach even though it would max out my electrical panel. I was trying to be reasonable and work with *** and his team. While waiting for the new equipment to come in I inquired about two additional issues. One there were no permits pulled nor any inspections scheduled with the city. I was shortly forwarded the permits and was not informed with any notice of any inspections. I am a general contractor and I have never heard of contractors assuming clients will be home to handle their inspections. Nor does it state anywhere in out contract that this would be required of me. At one point I was told at 9:30 PM after asking again about inspections that someone would be at my house in the morning. I did speak to the electrical inspector over the phone once and he informed me that this company does this all the time to avoid inspections of their work. The next issue is that the wifi thermostat that was installed does not stay connected to the internet. *** told me it was because I need wifi boosters. I explained that did not make any sense given that the t-stat is on the same floor as the router but he insisted so I purchased two boosters for each floor of my home at my cost and still the t-stat does not stay connected to the internet. When the new mini-split system finally came in they sent a crew to my home to install it. I walked their tech through the entire process and where I wanted the overhead units installed. They needed attic access which we were not told about prior and the attic access is not on our side of the home. We reached out to our neighbor but she was busy with work meetings and understandably did not want anyone in here home. We asked to have the install rescheduled so that we could schedule access with the neighbor but we were assured that they would be able to get the job done without any issue. We left the house to get some breakfast and avoid the noise and upon our return we discovered that Niv and his team installed floor mounted units and not the agreed upon wall mounted units. To further that they installed the master bedroom unit where it blocks access to one side of the bed and blows air directly into my face. We have not been able to use that unit at all this summer. **** the now new manager did suggest some type of deflector but I declined stating that the overhead units we agreed to needed to be installed. Everyone at that point was on the same page and the new system was to be ordered. Fast forward a couple of months and the units were in and a schedule date was set to install the new units. When the time came there were several excuses about why they were not able to come out and complete the job. I got busy at work and stopped bugging them and they never rescheduled. I then sent an email asking to have their equipment removed from my home and the money refunded. Again no response from Niv or ****. I have since sent two emails asking for action but those have also gone unanswered. I did hear from Niv last night after letting him know i was escalating this to the BBB and *********************** He proceed to call me names and try to shame me for taking action. He then promised to contact me this morning and never did. All of this is supported in text and emails. At this point I do not wish to have them address the issues they created but to have a third party HVAC company complete the job and pursue this legally. I do not feel safe with *** and his team in my home as his actions have not been true at any point in this process. 
  
  Sincerely,
  
  *********************

  

  Business response

  09/25/2023

  ************ has provided a narrative with a blend of accurate details and inaccuracies. Aqualine and I have exerted genuine efforts to assist and rectify the situation to **************** satisfaction. It's worth mentioning that Aqualine has successfully installed numerous HVAC systems in **************** neighborhood, each of which has been duly permitted and inspected.
  However, it appears that the willingness to reach a constructive resolution is not mirrored on **************** end. Rather than striving collaboratively towards a solution, it seems the objective for ************ is to assert a form of victory in this situation. The only communication that did not receive our immediate attention was an email sent by ************ on Monday, September 18th. On the night of September 20th, he texted me at 11:00 PM, informing me of complaints filed with both the BBB and the Attorney General. I promptly responded, as is my customary practice whenever customers reach out directly to me, regardless of the hour. It was disheartening to learn that he chose this route, especially considering our extensive efforts to rectify the installation issues at hand.
  We remain staunch in our commitment to addressing and resolving **************** concerns in a manner that satisfies both parties involved. The mention of pursuing a legal avenue is indeed a serious step. While it is not our preference to escalate matters to a court setting, we are prepared to present our case comprehensively, showcasing the diligent efforts we've made towards finding a resolution. Our primary aim has always been, and remains, to achieve a satisfactory resolution for all parties involved

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called aqualine on May 29, 2022 to come out and look at a broken pipe behind my washing machine. We were quoted $3000 to $4,000, but told if we paid in cash it would be 50% off. After telling the technician ******* that we would like to get a second opinion, he charged us $270 for the ten minutes it took to get an estimate. After paying the $270 with our credit card we were not supplied with a receipt. After checking with the licensing board it showed that Aqualine's license was expired.

  Customer response

  06/07/2022

  To whom it may concern,  
  
  Regarding my complaint # ******** the company has issued me a refund. 
  
  Thank you,
  
  Megan Rivera 

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I randomly selected a plumbing business on-line. It is difficult to know ahead what they are like (they all claim to have a high star rating). I called Aqualine Plumbing based in *******, **. An arrogant young technician came to do the job, which was relatively simple and straight forward. I had a leak under my kitchen sink which required replacing both the hot and cold water hoses. These hoses both had shut-off valves. In addition, as I have hard water, my faucets tend to break down, The current one was beginning to show wear and he said he could replace it with a comparable faucet. The work took about 15 minutes. At the end, he charged me the egregious price of $2400. The faucet itself was $889. He also was unable to provide me with a receipt showing the charges-I had to call their main office for one. I feel these people are deliberately taking advantage of senior citezens.

  

  Business response

  07/28/2023

  Dear *****
  I extend my heartfelt apologies for the negative experience you encountered with Aqualine. As the new ownership and management of Aqualine since January 2023, I want to assure you that we take full responsibility for our past and are committed to enhancing our present and future services.
  First and foremost, I am deeply sorry for any inconvenience or dissatisfaction you experienced during your interaction with our company. Customer satisfaction is our top priority, and we are dedicated to addressing any issues promptly and transparently.
  Since the change in ownership and management, we have been working tirelessly to improve our services and regain the trust of our valued customers. I encourage you to visit our ****** Page, where you will find an abundance of recent 5-star reviews from our delighted customers. These positive testimonials serve as a testament to our ongoing efforts to deliver exceptional service.
  We firmly believe in not hiding behind our past mistakes. Instead, we acknowledge them and use them as stepping stones to ****** positive change within our organization. Our team is driven to provide the best possible service to each customer, and your feedback helps us in that pursuit.
  Please be assured that your experience has not gone unnoticed, and we are actively taking measures to enhance our communication, services, and customer support. Our goal is to provide an outstanding experience to every individual who seeks our assistance.
  Should you consider giving us another opportunity to serve you, I can assure you that you will witness a significant improvement in our approach and service quality. Your satisfaction matters to us, and we are dedicated to proving it.
  If you have any further concerns or wish to share additional feedback, please don't hesitate to contact me directly at ********************************* or **********. I am here to listen and address any outstanding issues personally.
  Once again, please accept my sincerest apologies for the past experience, and I genuinely hope you will consider giving Aqualine another chance to demonstrate our commitment to exceptional service.
  Thank you for your understanding.
  Sincerely,
  ****************; Owner & Manager, Aqualine Plumbing Electrical and Heating 

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aqualine installed a new furnace in May of 2019. At the time we suspected they installed the exhaust too close to the intake but they assured us it was fine regardless of our multiple inquiries with the technicians. Upon an inspection of the furnace by another company in Dec 20, 2021 we were alerted that the exhaust pipe was not installed to code and that it was very dangerous due to its proximity to the intake (considerably less than 3 feet and alongside). When I contacted Aqualine to correct I was not assured it would be taken care of immediately nor that I would not be charged. There seems to be a disconnect as to who is liable for installation that does not meet code. My position is that Aqualine is responsible, not the homeowner since we are hiring them to do the job and meet all local and state requirements. Especially when they gave us assurance that they did the job correctly. We just seek that Aqualine repair the exhaust pipe to meet code and no longer a danger at zero cost to us.

  

  Business response

  07/28/2023

  Tell us Dear **********************;
  I extend my heartfelt apologies for the negative experience you encountered with Aqualine. As the new ownership and management of Aqualine since January 2023, I want to assure you that we take full responsibility for our past and are committed to enhancing our present and future services.
  First and foremost, I am deeply sorry for any inconvenience or dissatisfaction you experienced during your interaction with our company. Customer satisfaction is our top priority, and we are dedicated to addressing any issues promptly and transparently.
  Since the change in ownership and management, we have been working tirelessly to improve our services and regain the trust of our valued customers. I encourage you to visit our ****** Page, where you will find an abundance of recent 5-star reviews from our delighted customers. These positive testimonials serve as a testament to our ongoing efforts to deliver exceptional service.
  We firmly believe in not hiding behind our past mistakes. Instead, we acknowledge them and use them as stepping stones to ****** positive change within our organization. Our team is driven to provide the best possible service to each customer, and your feedback helps us in that pursuit.
  Please be assured that your experience has not gone unnoticed, and we are actively taking measures to enhance our communication, services, and customer support. Our goal is to provide an outstanding experience to every individual who seeks our assistance.
  Should you consider giving us another opportunity to serve you, I can assure you that you will witness a significant improvement in our approach and service quality. Your satisfaction matters to us, and we are dedicated to proving it.
  If you have any further concerns or wish to share additional feedback, please don't hesitate to contact me directly at ********************************* or **********. I am here to listen and address any outstanding issues personally.
  Once again, please accept my sincerest apologies for the past experience, and I genuinely hope you will consider giving Aqualine another chance to demonstrate our commitment to exceptional service.
  Thank you for your understanding.
  Sincerely,
  ****************; Owner & Manager, Aqualine Plumbing Electrical and Heating 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩