January 16, 2025
Utah Department of Commerce’s Divisions of Professional Licensing and Consumer Protection warn consumers after uncovering deceptive sales tactics and unlicensed work.
Salt Lake City, UT – The Utah Divisions of Professional Licensing (DOPL) and Consumer Protection (DCP), represented by the Utah Attorney General’s Office, have initiated two legal proceedings demanding substantial fines, consumer redress, and the revocation of the professional licenses of Connectionz Acquisition, LLC, doing business as Action Plumbing, Heating, Air, and Electric (Action), and twelve of its associated electricians and plumbers for systemic lack of supervision and deceptive business practices (documents attached below). The agencies’ actions stem from repeated allegations of misleading homeowners and exploiting vulnerable adults.
Pattern of Fear Mongering and Exploitation of Vulnerable Adults
The joint investigation revealed a disturbing pattern of elder abuse, as Action continually employed deceptive scare tactics to pressure homeowners into unnecessary and expensive services even when they knew some of their customers were vulnerable adults. As one allegation lays out, a woman with dementia was pressured into signing multiple checks – that the electrician filled out – for over $50,000 for services the woman did not recall requesting or authorizing. In a separate incident, alleged in the agencies’ actions, the electrician noted that he was dealing with another elderly person with dementia and that he would “hopefully upsell.”
“The alleged deceptive business practices of Action Plumbing, Heating, Air, and Electric are reprehensible,” said Margaret Woolley Busse, Executive Director of the Utah Department of Commerce. “To target and exploit vulnerable Utahns, especially senior citizens, and individuals with dementia, is unconscionable. These predatory business practices have no place in our state, and we will hold those responsible accountable. We put on notice any would-be exploiters of vulnerable adults: we will come after you.”
In other alleged incidents, Action employees would overstate or outright lie to homeowners about fire safety risks with their homes’ electrical systems to upsell services. However, after getting a second opinion, homeowners found that the quoted work was unnecessary and their electrical systems were completely safe.
Consumer Protection Concerns
Action’s prioritization of high-pressure sales over ethical business practices raises significant consumer protection concerns. Of the estimated 120 employees, only 5 held Master licenses. The remaining employees were underqualified and not properly supervised for the work they performed. This lack of qualifications, which the company frequently misrepresented to consumers, has resulted in numerous complaints of unsafe and substandard work, putting homeowners at risk of hazards like flooding, electrical fires, and carbon monoxide poisoning. Action repeatedly failed to honor workmanship warranties and customer satisfaction guarantees, and have not addressed the conduct discovered in the investigation.
Although Action publicly states they offer fair and better pricing than competitors, DOPL’s investigation revealed that their services were often thousands of dollars more expensive. When customers obtained second opinions or realized they were being deceived and requested cancellation, Action threatened them with an unconscionable 25% cancellation fee and litigation.
DCP is seeking actual damages for those affected by these unlawful and unconscionable practices, as well as fines and penalties. DOPL seeks to revoke Action’s licenses and the professional licenses of a dozen of its plumbers and electricians.
How to Protect Yourself From Abusive Business Practices
- Beware of Scare Tactics: Be wary of service providers who pressure you into repairs by exaggerating minor issues or asking for unreasonable amounts of money before work is completed.
- Get Multiple Estimates: Always obtain bids from several qualified professionals before making a decision. This will help you compare prices and ensure you’re getting a fair rate for the necessary repairs.
- Protect Vulnerable Adults: If you care for a vulnerable adult, be extra vigilant when selecting a home repair service provider. Communicate openly and honestly with your aging loved one about finances and big expenditures.
- Verify Credentials: Confirm any home repair company or professional is properly licensed through DOPL’s online “Verify a License” tool. Ensure all individuals working on a project are either licensed or properly supervised by a licensed individual.
- Get Contracts in Writing: For your protection, confirm that all agreements are documented in a written contract outlining the scope of work, timelines, and payment terms.
- Monitor Progress and Voice Concerns: Stay informed throughout the project by regularly checking on the work, and don’t hesitate to ask questions or raise concerns if something seems wrong.
How to Report Unlawful or Unprofessional Business Practices
If you or a loved one have been subject to any of these unlawful practices from Action or suspect any contractor or home service representative has misled you, you can file a complaint with the Utah Division of Consumer Protection at dcp.utah.gov.