Fast Water Heater Company

Complaint: [redacted]
I am rejecting this response because:Either this company is lying about the price they quoted my friend, [redacted], or [redacted] is lying to me, which is doubtful. I've attached a screenshot of the water heater I ordered - you can see that the price is $518. Here is the email I received from [redacted]:On Mon, Jun 19, 2017 at 9:10 AM, [redacted] <[redacted]> wrote:So I ordered one and they are installing tomorrow. They said it's a standard installation fee of $400. I will let you know the total when I get the bill. $518 + $400 = $918. I can understand additional costs, but you'll see on the invoice, which is also attached, that they simply list "water heater installed - $1199" with no explanation as to why it's nearly $300 more than the $918 it should have been, and then there are $450 worth of other itemized costs, for a total bill of $1641.Also contrary to what they have explained, they would not work with [redacted] or me at all. [redacted] called them several times to complain about both the additional cost and the fact that they left the property with fixtures not working, and they would not help him at all. That is why I eventually contacted [redacted] to complain to them. I assumed that FAST Water Heater Company would respond to [redacted] because they have a contract with them and probably don't want to lose that contract, and that assumption was correct. [redacted] worked with me and the water heater company and eventually refunded the amount that was overcharged. But I want to reiterate here - I was only able to achieve that by working with [redacted]. FAST Water Heater Company was unresponsive.I also want to reiterate that there are many reviews online about this company doing this to customers. That is the main reason why I am adamant about submitting this information to the Revdex.com. If I wasn't seeing so many complaints about this company, then I would assume that I just had a bad experience with them and I'd be happy with my refund, but that just isn't the case. This company appears to be doing this type of thing often. I don't know what your policy is about posting complaints from other people, so I won't post any here, but I am happy to provide copies of many reviews where customers have complained about this company overcharging them. Those reviews are public domain. I think it's fair that potential customers be made aware of how this company has performed for other customers in the past.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

[redacted],I apologize for the problems you have been having withgetting your permit and the run around you got from our office staff, youshould have had your permit within 2-4 weeks. You certainly were not providedwith good customer service. Your permit was obtained in January, but thennothing else was...

done at that point. We have been replacing some of our permitstaff and are in the process of catching up. Our permit department is mailingyou a copy and I will email you a copy as well. Once again I do apologize; thisis not the way we intend to have our staff treat our customers. We will useyour complaint as a training opportunity with our staff. We do value your businessas a lot of our business comes from repeat customers or referrals and we wouldlike to earn your trust back. I will also have my accounting staff refund $150back to your credit card for your inconvenience.Thank You,[redacted]Fast Water Heater Company                                    �...⇄ Field Supervisor                                   ...⇄ Tel:  [redacted]                                         ...⇄

Complaint: [redacted]
I am rejecting this response because:"was probably the $679 water heater" PROBABLY?!?! so you don't even know what was installed. Between you and Home Depot I I was taken advantage of. I was told that if I declined I would be charged for a return. I'm done with you and will be looking into contacting the state licensing board.
[redacted]

Hello again [redacted],I'm sorry that we didn't meet your expectations on getting this resolved for you. Having reviewed the emails in our ticketing system, I can say that we did not receive it. It's possible that your request wasn't processed correctly by the system - sometimes emails are caught by our spam filter and sometimes mail servers fail. These things happen.I'm sorry that things didn't go as they normally would have but at the same time without receiving that contact we weren't able to follow up on getting the correction items addressed.Thank you,Jeanie S[redacted]Fast Water Heater

Hello,We had originally thought the customer was in Renton, but later realized she was in unincorporated King County and not Renton city limits. King County does not require a permit for residential water heater swap outs. We refunded the amount of the permit plus tax for a total of $76.21 on April...

26th at 6:45pm. However, we forgot to call customer to let her know this was happening.Thank You,Steve B[redacted] Fast Water Heater

Complaint: [redacted]
I am rejecting this response because:  On 1-9-2018 phoned and spoke to Fast Water Heater Co and was told to fax inspector failed info.  On 1-10-2018 I faxed the inspector's info and a letter of explanation.  I heard nothing back.  On 1-14-2018 per the "Customer Satisfaction" form from Fast Water Heater Co. that said to email or call Steve B if you are not "100% Satisfied," I emailed him the Fast Water Heater Work Authorization form, the Customer Satisfaction form, the Cities Inspector form with the fail details and the letter of explanation.  Heard nothing.  1-17-2018 emailed all of the info again to general manager with the same details (got this email from the yellow pages website), again heard nothing.  Then on 1-18-2018 I again emailed all of the info to Steve B., the general manager, and David B, heard nothing back.  Filled complaint with Revdex.com on 1-19-2018.  Today, after 4 weeks and 2 days after my initial attempt to contact Faster Water Heater Co. I heard from them.  After waiting way too long to have Fast Water Heater Co address this issue I had to hire a different contractor to come and fix Fast Water Heater Co. work.  The new contractor came and fixed the problem on January 29, 2018 and with the great work that they did the City Inspector passed the permit.  I had to pay $233.74 to have the work competed properly.  So I will give Fast Water Heater Company a big giant F- in customer service and contacting customers in a timely manner.  Maybe Fast Water Heate Company will reimburse me the $233.74 I had to pay someone else to complete their work.
Sincerely,
[redacted]

Sorry, forgot to respond to this one. We did go out and correct the issue June 13th

Revdex.com:I have reviewed the response made by the business in reference to complaint ID...

[redacted], and find that this resolution is satisfactory to me.
Dear [redacted]
This letter is to inform you that my complaint against Fast Water Heater Company has beenresolved. My special discount of $100 was credited back to my American Express card.Thank you so much for your help.
Sincerely, [redacted]

Hi Mr. [redacted],
I do apologize for the confusion on this. We moved to a new operating system a couple of years ago and I think you may have spoken to one of our new employees that did not look you up in our pre 2014 database. I will discuss their conduct with them.
Your work history is as...

follows:
8/5/11 J#[redacted] We gave you an estimate to install a new direct vent water heater.
8/26/11 J#[redacted] We installed that tank.
11/17/13 J#[redacted] We came out to service your water heater when you said it was making a whistling sound.  This ended up not being the water heater, but the mixing valve in your existing hydronic heating system that connects to your water heater. We replaced the mixing valve and this was the last service we performed.
Unfortunately, if this is the same problem the part only comes with a 1 year warranty. If you would like to schedule service, we can come out and fix the problem, let me know
Sincerely
Steve B[redacted] 425-636-7076