Miller's Plumbing and Heating

Complaint: [redacted]
I am rejecting this response because:
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I'm still looking for the receipt from millers. We weren't treated fairly and that is why I filed with the Revdex.com to begin with because if I thought we were treated fairly then I wouldn't be complaining about it. I'm just asking for a return so we can get it done right. My dad is fixing the sidewalk a lot cheaper than what millers would charge us but he's using his own money to do this. He has to go get another vent pipe because they broke ours when they took it out that we just now found out. We were wrongly treated and the job was not done correctly so I'm just asking for a refund so we can move forward. Any other business would be fair and understanding but obviously millers isn't. I will never use them again and I will definitely spread the word about their poor service.
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August 11, 2014
Job preformed on: 7/24/14 Job request: gas company red tagged - line from meter to house has leakOn 7/24/14, we were called by [redacted]. The job request was to make repairs to gas line. They were red tagged and there was a leak somewhere from meter to the house....

The secretary (Sondra), told him that "Yes" we could take care of their issue. She then went over the terms with [redacted], as she does with all new customers. This is what is read to every new customer "We charge $65.00 an hour, from the time we leave our office until the time we return to our office, plus any parts, and payment is due upon completion of job." At this time the customer either accepts our terms or they decline, this is their choice. [redacted] accepted our terms and scheduledthe job.The service technician spoke with [redacted], before going on the job, to try to get as many details as possible, so he could be better prepared for the job. The customer described what sounded like iron pipe to the technician. For natural gas residential, we use iron pipe, copper, and [redacted]. Sizes can be 1/2", 3/4" or 1". The details he received from the customer, were vague. The different piping can be mixed, but the tech could not know this until the job was viewed, but went as prepared as he could be. It was not determined until they arrived at the job site that they had no alternative but to replace with iron piping, which has to be cut and threaded to the exact measurement. The leak was located where piping came through the wall and it appeared that the piping was holding up the floor. We were not informed of this. The tech ask the customer if he knew that his foor was bad and the customer said that he did know. It was not practical to use any alternative pipe, nor would it have been approved by the gas company, because of the floor. The piping then had to be measured, so piping could be cut. The tech returned to the shop to cut and thread the pipe and also to get a jack, so the floor coul be temporarily jacked up, for his safety, as he worked. The necessary repairs were completed. The appliances all had to be disconnected and pressure test was then preformed. We can not have the customer call the gas company until we are certain the pressure test holds. After the tech was satisfied that the system was holding pressure and that there were no more leaks, he asked [redacted] to call the gas company. This is the responsibility of the customer as per gas company regulations. [redacted] told the tech that a representative from the gas company would be there shortly. There was no need for my technician to leave the job site upon hearing this. The gas company arrived, witnessed the pressure test and okayed gas to be turned on. The service tech then proceeded to reconnect, light, and turn on all appliances (dryer, stove, wall heater, and fireplace) to make sure everything functioned properly, before he left the job site.
On 7/29/14, someone called and wanted to know what we charged and the secretary explained our terms. She said she was calling for her parents, but would not give her name or her parents name. She started arguing with Sondra,saying that is is not the responsibility of the customer to pay for travel time. She continued arguing with the secretary cutting her off and not letting her speak. She questioned about construction and red lights. Our technicians always call if there are issues on the road. Our customers do not get charged for such things if we are delayed. If we are delayed our customers are contacted, but none of these things occurred on this day. The women continued to argue with the secretary at which time she put one of the owners on the phone with her. Chuck spoke with her and she continued to be argumentative, cutting him off and not letting him speak, to the point he had to raise his voice to speak over top of her, because she would not let him speak. She said that our charges were ridiculous and she used a lawn service as an analogy, saying that if someone came to cut your grass, they wouldn't forget the gas, at which point Chuck told her that her claims were ridiculous. Our business is a little more complex, than a lawn service. It was unfortunate that the conversation had to become heated.
The gas company does give our company as a recommendation, along with other qualified contractors, that have the necessary skills to address their customers issues. In our shop we have over 500,000 parts and although we do not use all of these parts, every job is different and has it's own unique circumstances. It is not possible to have every part for every job 100% of the time. As far as labor charged, I will add that [redacted] claims her parents were charged for 4 hours labor. If she recalculates the labor she will find that the hours are actually 3-3/4 hrs. I am sending the invoice along with this letter also.I do agree that the phone conversation may not have been as professional as I would have liked, however, emotions sometimes get in the way, when your company's integrity is being judged unfairly. Sondra nor Chuck was afforded the opportunity to explain or review the job of **. & [redacted], to evaluate, due to the argumentative nature of the phone call. After reviewing the job that was preformed on 7/24/14, I found the charges to be correct and fair. It is my opinion that our company provided **. & [redacted] with prompt, fair and courteous service. Our technician preformed this job in a professional, workmanlike, and timely manner, resolving the problem, so the customers gas was able to be turned on.
Miller's Plumbing & Heating