Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was forced to use this company through my home warranty. My hot water heater went bad, and we had to use them to replace it. The home warranty company covered the cost of the hot water heater, however I was responsible for the installation costs. They first sent a technician out to assess the hot water heater, yes it was bad. Action Mechanical then called me back stating that the replacement installation cost would be $940. This includes "re-routing of the gas lines," along with getting the install up to local code. This also included an expansion tank, new fittings, and a flue repair. I first thought "wow, that is expensive," but then justified it because they would need to quote "dig up and replace the gas lines" to meet code. I thought since they were breaking earth and replacement of lines, I would accept the high charge. We received the new install. I inspected it when I got home - yes an expansion tank was installed, a few shark bite (low quality) fittings were installed, a few new copper pipes connecting to my old lines (with aforementioned shark bite cheap fittings). Perhaps $150-$200 in materials? No ground was broken, the old gas line was still used an in place. When I asked for a detailed account of the work done, the supervisor **** was very defensive and said he would not give it to me. I wanted him to show me where they charged me for gas line replacement and he refused to supply this. He stood firm that "I agreed to pay the service," however I agreed for them to do what he said he would do - break ground and replace lines. This wasn't done. The is blatant deception. If you look at reviews on Yelp, many similar stories of people being grifted out of their money. It is common with this business apparently. Someone needs to know - I hope the BBB reads this complaint and future potential customers do as well. This is not an ethical company. Avoid at all costs.

  Business Response

  Date: 01/29/2025

  To whom it may concern, 
  
  January 2nd my company went out to diagnose a leaking water heater. Upon arrival the tech found a leaking water heater due to normal wear and tear. This is a work order through a home warranty company. Tech called into the authorizations department at the home to obtain permission/authorization from the warranty company to replace the water heater. The home owner had a water heater that was from 2004, over 20 years old. This unit was not up to code in multiple ways. Firstly, there needs to be at least 18" of 3/4" copper off the top of the water heater; currently installed is 3/4" PVC piping. Additionally, the customer needed a thermal expansion tank, 3/4' ball valve, 3/4" dielectric unions, pipe mods to connect back to the heater from PVC. The temperature and pressure relief valve needs to have 3/4" copper run within 6" of the floor, previously installed was only PVC. Gas line has minor mods as well as the flue. This is the overview of the items needed to be corrected for code and modifications to the items.
  

  We give standard flat rate pricing, generally, when doing water heaters through warranty companies. The warranty company decides what is covered or not based on the contract with the home owner, which is why we call the company from the home. Normal retail value of what the customer had done is roughly $2,300-$3,000 depending who you call. This home owner paid a fraction of that cost. No where in our records do we have any estimates to " break ground and replace lines". All of these prices that were given to the home owner are standard pricing for warranty work. Unfortunately, the home owner did not have coverage for modifications or code upgrades in their contract, which is why they have a cost associated with the replacement. This is how replacements go through home warranty companies. Our company replaces at least 5 water heaters a week through various companies, and all of the pricing is the same across the board, unless there are major things to be corrected. The home owner accepted the cost of the replacement with the office staff, which is a prerequisite to getting scheduled for an install. They are not forced into using our company, they have every right to take a cash out and receive a payout from their warranty company to use whomever they desire.
  
  I explained to the home owner that they are more than welcome to get other bids from other companies for what it would cost to replace the heater. At this time the water heater is installed up to code and heating. If there is something against code or is not working properly they have a warranty company that will make us resolve any issues or withhold work. We stand behind our work. 
  
  
  Thank you, 
  ****
  Action Mechanical Services.