Jiffy Plumbing & Heating, Inc

Review: On Aug. 3, 2013 after having Jiffy Plumbing come out to my home, put several camera holes into my walls to determine the best way to solve a leak under my foundation that was unable to be located, I entered into a contract to cut off all water going under the foundation and repipe the home via new connection into the existing risers.

The work was started on my home. A new hot and cold water connection was created to supply the kitchen and connected to the existing riser. At that time I was informed that there was another set of hot and cold water lines under my slab that supplied the my bathrooms upstairs and my laundry room and that I needed to decide if I wanted to leave the second set of lines underground or pay additional amount of money to get those lines rerouted as well. I informed them that we contracted for all lines to be above ground and that just because they made a mistake in thinking that second set was old abandoned lines why should I have to rush to come up with additional funds when we originally contracted for ALL lines to be above ground. They refused to take accountability and because I was out of water I went ahead and paid the additional. The first job was done terribly, and the Forman even admitted to it and sent out another plumber named [redacted] to fix the careless mistakes and then complete the second set of lines supplying the rest of the house.

Two weeks later I walked into my laundry room and found huge water bugs, black mold going up the walls, and a soaking wet carpet. I called them and 2 hours later a plumber responded and informed me that the previous plumber left the shut off valve in the laundry room open so water was dripping on the floor. He then asked me why I didn’t do laundry for 2 weeks because I would have found it sooner. I’m single, I have plenty of clothes and don’t need to wash clothes every few days. I then asked him what were they going to do about the mold and ruined carpet and I was informed to “wash it.” I then asked him could he at least help me move the washer and dryer to “wash” the mold with bleach and I was told “they don’t move things.” As of today I am still breathing in the mold because I can’t lift the machines.

Yesterday, after waiting several months for an inspection that I never received that was factored into my contract with Jiffy Plumbing, I decided that I was not going to wait any longer to get my house back in order. I contracted a company to repair and paint the drywall damage that resulted in the repiping of my home. Once the contractors started, they informed me that two of the pipes placed by Jiffy were set to far out of the wall for a proper drywall install. I immediately call Jiffy and was told [redacted] the Plumbing manager would call me back. Two hours later I called back to receive the same response. Around 4pm he called me back to inform me that a plumber would be there until the morning. I informed him that I was paying the drywall contractors $250 per day for 2 days and they needed to complete that area of the job.

At 9am this morning I called Jiffy because my drywall company had been there for an hour and was almost finished sanding and painting the rest of the bottom floor. I was told by [redacted] he would be there by 10. He did show up, took a picture, and said he would send a plumber “free of charge’ by 11. I called the office at 12, 1:15 and at 2pm because the plumber still was not at my home. The plumber finally showed at 2:15pm and is currently working on my home. I was just informed by my drywall company that this will cause them another day of labor and another $250.

I have called Jiffy Plumbing office and asked for some type of compensation for all the inconvience and now an additional cost of labor. They refuse to let me speak to the office manager nor give me a way to reach the corporate office.Desired Settlement: I would like some of the cost for the job returned as well as the cost of labor for a 3rd day of labor for the drywall repair company.

Business

Response:

November 26, 2013

Dear

**. [redacted],

Please

allow this letter to respond to **. [redacted]’s complaint dated November 19,

2013 and received again December 3, 2013 Ref#[redacted]. We are resending the answer as follows:

While

we acknowledge her complaints, we do not agree with her representation of

events. Nevertheless, in an effort to provide total satisfaction and maintain

our A+ plus rating with your organization, we are going to her accede to her

demand for an $800.00 refund.

In

return for the refund we expect a full release of liability and release from

any further involvement on this job whatsoever. Enclosed are front and back

copies of the checks that we are sending to her.

If

any further information is needed please feel free to contact Jiffy Plumbing

& Heating, Inc. at ###-###-####

Sincerely,

Sales Manager

Consumer

Response:

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

I feel it is imperative that you know that still to this day, the business managers have NOT called me back. It is truly disheartening to know that once you pay your hard earned money your dissatisfaction is not a concern until it is made a public matter. I believe that if it was not for making my complaint with the Revdex.com, this business would have continued to ignore and not "acknowledge" the issues at hand.

Thank you,

Review: This is a customer service issue related to product and billing. I had a Heat Pump installed on August 25, 2012. It stopped producing heat approximately in the month of November 2013; I made an appointment for Jiffy to come out and the service tech scheduled for December 10, 2013. The Jiffy Service Tech found that the TXV which was under warranty was broken, he replaced fuses for the air handler. He made a couple of trips to my attic unit and on his return the third time, his foot came through my ceiling. Although it was repaired by the company this particular service tech left the company soon after, and the last thing I was told is the TXV part was being ordered.In the mean time, my Emergency Heat is activated and my [redacted] Bill is in the 2000 dollar range. I called the company to find out why no one from the company contacted me when the part came in, they had no immediate record of having serviced my home. I had to go to my receipt and identify the service tech for them to remember. The young lady said she would have someone contact me. The Service Manager [redacted] called and I explained to him what was going on, he stated "that [redacted], the service tech who came to my residence was no longer there". I asked him what their plans were in fixing my problem. I made an appointment for after my return from business travel, for March 31st. I was expecting my unit to be fixed, but the service tech came and said he had to get the model number. I asked you are now telling me they had no record of the model system they installed. Here it is 11 April numerous days off, Jiffy wants to charge me $128.00 an hour and $50.00 for Freeon. I will not allow Jiffy to install my other Heat Pump Unit. Poor quality and service.Desired Settlement: After all I went through, I beleive that Jiffy should accept that they dropped the ball, and provide me a refund for the amount they charged me for the service tech and Freeon.

Business

Response:

Re: [redacted]

To whom it may concern:

Please allow this letter to affirm that **. [redacted] was reached in regards to the complaint that was sent into the Revdex.com. While on the phone with Revdex.com representative **. [redacted] the client affirmed that our mechanic had made everything work correctly at his house and that he had paid his bill in full. We now consider this complaint successfully resolved.

Sincerely,

Customer Relations Mgr.

______________________________________

Review: On May 25, 2013, the above company came to my rental property to remove a stoppage in the drain system in the basement through the bathroom. The service personnel, [redacted], entered through the laundry room door with equipment. Upon leaving the property, he called and said the storm door glass was broken. It appeared as though one of his tool broken shattered the glass in the door. The tenants immediately called me to report that he had broken the door and left with telling them. I immediately called and wrote Jiffy on 5/26/2013. I also sent them a picture of the door twice. I asked them several times to come out to survey the door and see for themselves. They promise to no avail.

I am quite disappointed in the Company not taking responsibility for damaging/breaking the door. I don't take that they should get away of prey on their customers without redemption.Desired Settlement: I want the door replacement or a refund of the $395.00 they charged me for service.

Business

Response:

Thanks for bringing this matter to our attention. We will discuss this issue with the technician as well as the service manager. Our service manager is currently on vacation and scheduled to return the week of 7/22/13. In an effort to resolve the complaint, we will then reach out to the customer.

Good Afternoon [redacted],

I wanted to follow up with you on our complaint from **. [redacted]. I am told by our production manager, [redacted], that he visited the jobsite and discussed the damage done to the storm door with [redacted]. There was some pre-existing damage, a ripped screen, that was pointed out to **. [redacted] which she acknowledged. **. [redacted] was told that we would gladly replace the broken glass to her existing storm door, or install for her a new door which she would supply. I was in touch with **. [redacted] today and she informed me that she would like us to install her new door which she has selected at the [redacted] store close to her house. We agreed that we would pick up her door from the store and install it at a day of her choosing.

I think that **. [redacted] is satisfied with this resolution to her complaint, and will advise you when the job is finished. Thanks for your help in this matter.

Kind Regards,

Jiffy Plumbing & Heating

[redacted] o

[redacted] c

Review: Summary of Issue:

Jiffy Plumbing is in breach of a contract executed on March 3, 2014. Specifically, the company refused to perform the work specified in the contract for the agreed upon price. On March 6, the company asked for more than double the contract price to do the work. At this time, work has not commenced. Immediate repair is needed to allow for normal water consumption in the home. Poor communication from the company prolonged burden of this issue. I have had to take time off work and incur additional out of pocket expense.

Scope and Terms of Contract:

The company agreed to pull all necessary permits and perform certain work to repair a sewer main for $3700. Per the contract, I paid the company a 50% deposit the date the contract was signed. The contract stated the work would commence "ASAP", the plumber who signed the contract verbally told me work would commence on March 5.

Sequence of Events:

Severe curtailment of water use is necessary to avoid flooding. Company said water would be prohibited for several days while work was to be performed. Per the company's verbal recommendation, I ordered a portable toilet for the work site at my expense.

On March 4, company personnel left me voice message asking me to call back. Due to scheduling issues, I called to follow up on March 5 (no answer) and March 6.

In a March 6 phone call, the company told me it would not perform the work for the agreed upon price and demanded $8,600 to perform the work -- more than double the agreed upon price. The company claimed the reason for the increase in cost was because heavy machinery would be needed to break up the drive way, rather than breaking it up by hand as they intended. The contract explicitly states that the company will break up the drive way. The company verbally offered to refund my deposit of $1850. I did not authorize the refund and stated my desire to have the work performed at the agreed upon price.

On March 11, I called the company and asked for the owner's contact information. Instead, I was transferred to a manager who reiterated the company's position and said my deposit had been refunded (without my authorization). I offered the company $5,000 to perform the work, but my offer was not accepted.Desired Settlement: I wish for the company to perform the work agreed upon at the price specified in the contract.

Business

Response:

While we regret the

inconvenience caused to our customer, we respectfully note that he has a sewer

problem, not caused in any way by us. He needs his yard dug up and his sewer

replaced, and in our view he does not want to pay a fair price for the work. Our

service plumber mis-priced this job, and we could not come to ultimate terms

with this customer. He expects us to

honor a quote given by

We were indeed called out late on a Friday

evening to snake the sewer. In the course of the work, a discussion ensued

between our mechanic the customer about the necessary dig up. This would

involve digging up the driveway and significant part of the front yard. Our

plumber, who carries with him contract forms in order to write work orders to

replace water heaters and minor piping, etc. He had no business discussing a

job of this complexity with the customer but nevertheless he did. This was our

mistake, that is, to have a junior, unqualified service night plumber mis-quote

the job. But this is not a pretext for

“gotcha” contracting on the part of the customer as much as he wishes this to

be so.

Ordinarily the night plumber would turn the lead

over to the estimating dept., to have the work and scope and pricing properly evaluated. At that late hour, he could not reach a

supervisor and tried pricing as he saw the job a hand dig. Actually, the job required a backhoe ($1,600

our cost) and would have involved digging a four foot wide ditch about 25 to 30

feet and breaking up the driveway, then replacing the pipe and repairing the

driveway. Several men would take several

days to do this job. Special safety

equipment would be required to prevent the ditch from caving in and crushing

workers. A permit would be pulled and

inspection held with civic authority. Once

the inspection passed, the earth would be put back and yard re-landscaped. The $3,700 proposal (unsigned by him) was well

below our cost. Our contract Terms and

Conditions state clearly: “10. Commencement and continuance of all work is

subject to field supervisor’s approval.”

When we

offered a job do the job at slightly above cost, the customer offered us an

extra thousand dollars only. When we did not take it he generated this

complaint, as he did with Angie’s List where we maintain an “A” rating.

We regret any inconvenience caused to the

customer by our mis-quote. At the same time, it should be known that we were

within our rights in not performing the job and we believe we treated him

fairly once the mistake was known. We offer him to get other prices and then it

is likely we will still do it for less for him.Jiffy Plumbing & Heating, Inc. Customer Relations Department

Consumer

Response:

Review: [redacted]

I am rejecting this response because:While I appreciate the fact that Jiffy acknowledged some error on the company's part, I

respectfully note their response to my Revdex.com complaint contains inaccurate

and misleading information that downplays their wrongdoing. In my opinion, their overall response to my concerns does not reflect a good faith effort to resolve the problems they caused. I have clarified and corrected the misinformation

below as applicable."We were indeed called out late on a Friday evening to snake the

sewer." ..."Ordinarily the night plumber would turn the lead over to the

estimating dept. to have the work and scope and pricing evaluated. At

that late hour, he could not reach a supervisor and tried pricing as he

saw the job a hand dig."Jiffy's response asserts that a night plumber came to my

home late Friday and wrote up a proposal

after regular business hours when the estimating department/field supervisor was unavailable.

In fact, a daytime plumber signed a contract (see attachment F) with

me the following Monday in the early afternoon.

The field supervisor or someone with delegated authority presumably would have

been on duty at that time. I initially called Jiffy (###-###-####) on Thursday February 27

at 3:46pm to request

the service call. It was not until after 8:04am on Friday, March 1 that the plumber

arrived at my home to snake the line. (See "phone records redacted" attached)Subsequently, on Monday, March 3,

the plumber (###-###-####) called me at 12:16pm and came to my home shortly thereafter to redo

the camera work and capture a video recording, upon my request. After the plumber finished

with the camera (issue could not be seen because there was some water backed up in the line), he gave me a verbal proposal for the additional work. Before he agreed to sign a contract based on that proposal, he

told me he needed to go back to his work vehicle to verify the price.

When he returned, he wrote up and signed a contract $50 higher than his verbal

proposal. Based on these facts, I disagree with Jiffy's assertions."The $3,700 proposal (unsigned by him) was well below our cost."

Jiffy

erroneously asserted that a "proposal" was unsigned by the plumber. As mentioned earlier, that document was in fact a signed contract (see attachment F).