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Home Plumbing Contractors ASAP Plumbing And Heating Complaints and Resolutions

ASAP Plumbing And Heating complaints

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3 Canale Drive Suite 1
Egg Harbor Township, NJ 08234 | Get Directions

(609) 757-9979

http://asapplumbingnj.com

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Total Amount in Dispute:
$99.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

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Complaint Closing Statistics

1 complaints against ASAP Plumbing And Heating closed in last 3 years.
Complaints Type of response
0 Making a full refund, as the consumer requested
0 Making a partial refund
0 Agreed to make an adjustment
0 Refusing to make an adjustment
1 Refuse to adjust, relying on terms of agreement
0 Unanswered

1 complaints against ASAP Plumbing And Heating

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6/16/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $99.00 Amount Settled: $0.00

Customer Complaint

5/23/2022

In November of 2021 I had this company install a new tankless hot water heater cost $3,100.00 in exactly one year the warranty ran out but i had a problem and called them 2 days before the warranty ran out and they came two days later and told me I had to pay $99.00 for the service. I called the owner and I told her I called about this two days before the warranty ran out I told her that was unfair for me to pay this because i called and before it ran out . Then on April I had another problem no hot water I called them to come out and they refused said I owed then $99.00 and they would not come to fix the problem I would have paid for whatever they had to do. And they were so rude about it they hung up on me so I had to call another company they came out fixed the problem and told me that the company asap did not give me all new parts he showed me that they used all old parts from my old tank what a rip off I feel so violated and cheated. Also the co. That came out to fix my problem told me it will probably cause me more problems down the road can you help me file this complaint. This is the address of the co. Asap 3 canale drive unit 1 egg harbor township nj 08234 Resolution Sought In light of using old parts from my previous tank I paid for a new complete water tank I believe they owe me money after all they never told me they were going to use old parts. Yoy help in the matter will be much appreciated

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Company Response

6/6/2022

Summary of events concerning the installation of a Takagi tankless water heater. On November 19, 2020, my company installed a Takagi 510C tankless water heater in an attic. There was already an existing Takagi tankless water heater unit in the attic. This was an exact replacement, no reconfiguration of piping or modifications. The existing piping going to the unit and the exhaust was not replaced as a standard replacement does not include replacing piping due to the issue was just with the unit. (Enclosure 1) indicates this was a copy of the invoice for the work performed which was just replacing the tankless water heater there was no other work performed. (Enclosure 2) is a picture of the completed work. I am not sure how to respond to the complaint that we used old parts the statement is very vague and the photos I have on file do not substantiate that statement. If the customer can provide specific information on the exact old parts that were used, where they were used, and how we concluded that, and it is within the scope of the agreed upon terms of the project contained in the invoice summary. Due to the ambiguity and manner in which the complaint is written, I do not know how I can take further action. When the customer called to mae an appt due to no hot water the account was flagged due to an outstanding balance from November 20th, 2021. The nature of that call was a weekend where the technician was on call for emergency service. The call came in as no hot water, the tankless water heater was out of labor warranty as that is only a year but there is a manufacturer parts warranty. The technician went out to troubleshoot the water heater, called tech support went through all the troubleshooting protocols and found no issue. (Enclosure 3) is an invoice of the work performed. The technician found no issue the hot water heater was working when he arrived and left. The technician recommended maintenance of the unit as per the manufacturer's instructions (Enclosure 4 and 5) the manual recommends annual maintenance. The customer declined the annual maintenance and refused to pay for the weekend emergency service call. I did not agree to waive the previous call as stated by the customer, we did nothing wrong we went out there for a no hot water call and thoroughly performed diagnostics on the unit and found no issue. We would have come right out to deal with the no hot water call had the customer taken care of the previous balance. This issue was not able to be resolved diplomatically due to the customer and the other woman's emotional disposition on the phone call, in light of this complaint I went back and listended to the recordings. The office manager Ryan could not get a word in, every time he spoke, they spoke over him, it went back and forth for several minutes like this. At this point, the office manager did hang up the phone. He is not required to have to take verbal abuse from customers that can not express themselves in a calm, civilized manner.

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