Hydrogeological Consultants Ltd

I Am responding to the complaint ID# [redacted] First I would like to be very clearWe have been in business going onyearsWe have not been able to achieve that by lying to our customers to collect a small hr labor chargeWehave remained in business because we do honest, excellent work and satisfy our customersI would neverpresume this customer lied to usWhat she failed to do was give us the correct information before we came out.We came out based on what she thought she hadThat was our mistakeSo once again, our policy has changed.She agreed on paying a service fee for labor to install a water heaterWe brought out what she "thought" she had.Again, our mistakeDishonest, noToo trusting in the customer , yesIn conclusion, do we need or want this customernoThank you, [redacted]

To whom it may concern,On Jan 29. the customer called and spoke to [redacted] our dispatcher about needing a water heater replaced that was leaking. Our policy is to ask for the model and serial # of the old one to determine what to order and bring out. The customerwas not at home and did know the model... # or serial # but agreed to our plumber coming out to determine where it was leaking and check what kindof water heater she owned. He did that sat Jan 30. We have always had a 1 hour minimum labor charge of $120 an hour. The customerwas informed of that and agreed. Our plumber went to her home and determined that she in fact had a waterheater with a power vent which is a special order water heater and is more expensive than a normal residentialwater heater. WE ordered it. The customer called us Monday, still wanting us to come and install the water heater and thengave us the model and serial #. We had already determined it was a water heater with a power vent when our plumber wasauthorized by the customer to go to her home sat. We have changed our policy, because of thiscustomer, to never agree, no matter how insistent the customer is to go out to their home unless THEYgive us the correct information from the onset. She cancelled the call dueto the higher estimate after we determined the type of water heater she had. This was after our plumber went out at $120/hr,our parts mgr ordered the special water heater and our dispatchers trying to please her. So, yes, this customer wascharged the $120/minimum.Thank you , [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.
*** Plumbing is lying*** the plumber brought the wrong water heaterI gave them the model number and serial number to which I received a quote and I agreed to the jobHe was not supposed to come out and see anything he was to do a jobIf he was unable to do that because he brought the wrong water heater that is not my faultThis vendor is lying in order to charge me a service feeShame on them

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am confused as to weather they are no longer pursuing the charge of $It wasn't made clear to me with Ms***'s responseMy only goal here is to have this bill cancelledPlease adviceThank you

I Am responding to the complaint ID# [redacted]. First I would like to be very clear. We have been in  business  going on60 years. We have not been able to achieve that by lying to our customers to collect a small 1 hr labor charge. Wehave remained in business because we do honest, excellent work and satisfy our customers. I would neverpresume this customer lied to us. What she failed to do was give us the correct information before we came out.We came out based on what she thought she had. That was our mistake. So once again, our policy has changed.She agreed on paying a service fee for labor to install a water heater. We brought out what she "thought" she had.Again, our mistake. Dishonest, no. Too trusting in the customer , yes. In conclusion, do we need or want this customer. no. Thank you,[redacted]

To whom it may concern,On Jan 29. the customer called and spoke to [redacted] our dispatcher about needing a water heater replaced that was leaking. Our policy is to ask for the model and serial # of the old one to determine what to order and bring out. The customerwas not at home and did know the model...

# or serial # but agreed to our plumber coming out to determine where it was leaking and check what kindof water heater she owned. He did that sat Jan 30. We have always had a 1 hour minimum labor charge of $120 an hour. The customerwas informed of that and agreed. Our plumber went to her home and determined that she in fact had a waterheater with a power vent which is a special order water heater and is more expensive than a normal residentialwater heater. WE ordered it. The customer called us Monday, still wanting us to come and install the water heater and thengave us the model and serial #. We had already determined it was a water heater with a power vent  when our plumber wasauthorized by the customer to go to her home sat.  We have changed our policy, because of thiscustomer, to never agree, no matter how insistent the customer is to go out to their home unless THEYgive us the correct information from the onset.  She cancelled the call dueto the higher estimate after we determined the type of water heater she had.  This was after our plumber went out at $120/hr,our parts mgr ordered the special water heater and our dispatchers trying to please her. So, yes, this customer wascharged the $120/minimum.Thank you ,[redacted]