Adelphia Plumbing and Heating Corp.

6/7/ Dear Revdex.com and [redacted] , On December 30, 2014, we arrived at the residential high-rise condominium building in question to replace four (4) leaking water supply valves for the kitchen sink (hot and cold) and powder room basin (hot and cold) Our company has worked for and in this building for over years These replacements involve shutting down water to a section of the building This shut-down was set up and scheduled by the building maintenance staff the week prior to our arrival The building schedules these water shutdowns for 10:AM Our GPS tracking has our truck arriving at the site at 8:AM and leaving the site at 2: PM The owners’ daughter claims her mother and aunt remember us being there for minutes It is impossible to perform this amount of work in anywhere near minutes We arrived at the job site to do our preliminary work to prepare for the 10:am water shutdown We replaced the valves after the 10:AM shutdown This was a difficult and time consuming installation because the leaking valves were improperly installed with the solder connections inside the wall during a prior kitchen renovation (by others) and we had to work inside the wall to remove and replace the piping for the valves Normally, we can remove and replace two sets of properly installed valves in a few hours after the water is shut down and drained (which can take anywhere between 1/hr and hrs depending on the proper operation of the main building riser shut-off valves) The powder room valves were no problem The kitchen valves were the difficult valves to replace Once the valves were installed, we notified building maintenance and waited for water to be restored to the effected section of the building We then tested our connections and left the job site After packing up his truck, the plumbing mechanic went on to another job in another building There were no other jobs performed in this building that day This is shown by our daily work schedule as well as GPS tracking of our trucks which we will gladly share with [redacted] or her daughter When I contacted the owners daughter to discuss the invoice she would not believe the above information, as her mother’s recollection was the minute time frame This installation would take over hours to accomplish without the difficulties in the kitchen Because there was an active leak and the valves no longer worked, we were asked to perform the work by the building maintenance department which scheduled the shut-down We were never in contact with the homeowner We did not let the homeowner know the amount of time and/or the cost involved because we had no contact with her This was an oversight We should have collected the billing information of the homeowner and discussed the scope of work with her We acknowledge that and understand that this additional cost was unexpected Because of the unexpected expense I offered to cut the bill in half and told the daughter "I would rather lose money on the job than to have an unhappy customer." I got the sense during my subsequent extensive conversation that the homeowner believed we were trying to take advantage of an elderly person This is very upsetting to me as our year old business is based around trust and fair dealing with our customers and the many buildings we service The original cost in labor and materials was $($in Labor at $130/hr = hrs as we do bill for travel time as opposed to a service charge The remainder of the bill was for materials) I offered to make it $ This would bring the work in line with similar valve replacements without the issues in the kitchen and let us move on to other jobs It is difficult to always know what barriers you will run into in an older building such as this one And while the water is shut down to many other apartments, we have to complete our job and restore water As a standard water shut-down is between the hours of 10-2, we are often pressured to complete a job in this time frame and restore services to the residents of the building Sometimes, difficulties occur on a job like this one, and the timing runs over I response to some issues in [redacted] s daughter's complaint: - We have no one in our company named *** I do not know who initially came to the homeowner’s condo but he was not from Adelphia Plumbing We were there on December 30th and no other time Somebody else named [redacted] may have very well entered the unit to assess the problem in the first place before referring the job to us, but we have nobody named [redacted] working for us, and since both women heard the name ***, I have no idea who was there We do not even know if [redacted] and/or her sister were on site for the work as they probably would have remembered someone being in the apartment for hrs and water being shut down to their apartment which they claim never happened By the way, it is impossible to replace shut-off valves without shutting off the water to those shut-off valves And it is impossible to do that without assistance from the building and a scheduled multi-hour shut-down It is obvious that the homeowner is mistaken about some aspects of what went on here - The complaint states that [redacted] 's daughter spoke with [redacted] Again, we have no [redacted] here The man she spoke with is Pat G [redacted] - I am Ron M [redacted] and the sole owner - I am not clear on what raises suspicions regarding $labor and only $for materials The job is labor heavy The only parts used are four (4) chrome angle valves, one (1) rough brass R-angle valve for either the dishwasher or ice maker under the kitchen sink (which was also replaced but not mentioned in the work description), two (2) 3/8" brass compression tees, two (2) 3/8" x 3/8" female stainless steel braided flexible faucet supplies, and one (1) 3/8" x 3/8" compression flex Along with the standard solder, flux, acetylene gas, drop clothes, etc Thank you and please feel free to call to discuss this in greater detail We are a good company and we are fair Complaints like this are upsetting to me because they are not based on all the facts Revision with additional information: Dear Revdex.com and [redacted] , In the last couple days, while trying to respond to this complaint, we have discovered two pieces of information that explain much of the confusion – [redacted] and her sister insist a man named [redacted] was in the condo for under an hour and did not turn off any water As we previously explained, we have no one here named *** However, there was a man who worked at the condominium as an employee who was there in December and whose responsibilities included assessing work orders called into the front desk This was confirmed by building maintenance This was the man who would have assessed the leaks under [redacted] ’s sinks He would have gone to condo, spent under an hour assessing all the valves under the sinks, not turned off any water or performed any work, and reported the results to maintenance who would have then called us to schedule And his name was *** – [redacted] says she knows how long we were there because she saw everything and confirmed with her sister who was also there the entire time As we previously explained, this amount of work is absolutely impossible in under hrs let alone under one hour And our mechanic, Don, who has been with us for years and has no reason to mislead anybody, insists that [redacted] was there alone the entire time There was never a single guest throughout the course of work or as long as we were physically in the condo to see her It is clear that there is a misunderstanding here of when the job took place and how long it took to perform The customer can see how much work was performed simply by looking at all the new valves under their sinks and asking building maintenance for proof of a shutdown that day Not to mention our GPS tracking data, daily schedule, and hand written work order This description clearly explains what happened here.Sincerely,Ron M***

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 The owner and I have come to a resolution He was extremely cooperative Regards, [redacted]

6/7/ Dear Revdex.com and [redacted] On December 30, 2014, we arrived at the residential high-rise condominium building in question to replace four (4) leaking water supply valves for the kitchen sink (hot and cold) and powder room basin (hot and cold) Our company has worked for and in this building for over years These replacements involve shutting down water to a section of the building This shut-down was set up and scheduled by the building maintenance staff the week prior to our arrival The building schedules these water shutdowns for 10:AM Our GPS tracking has our truck arriving at the site at 8:AM and leaving the site at 2: PM The owners’ daughter claims her mother and aunt remember us being there for minutes It is impossible to perform this amount of work in anywhere near minutes We arrived at the job site to do our preliminary work to prepare for the 10:am water shutdown We replaced the valves after the 10:AM shutdown This was a difficult and time consuming installation because the leaking valves were improperly installed with the solder connections inside the wall during a prior kitchen renovation (by others) and we had to work inside the wall to remove and replace the piping for the valves Normally, we can remove and replace two sets of properly installed valves in a few hours after the water is shut down and drained (which can take anywhere between 1/hr and hrs depending on the proper operation of the main building riser shut-off valves) The powder room valves were no problem The kitchen valves were the difficult valves to replace Once the valves were installed, we notified building maintenance and waited for water to be restored to the effected section of the building We then tested our connections and left the job site After packing up his truck, the plumbing mechanic went on to another job in another building There were no other jobs performed in this building that day This is shown by our daily work schedule as well as GPS tracking of our trucks which we will gladly share with [redacted] or her daughter When I contacted the owners daughter to discuss the invoice she would not believe the above information, as her mother’s recollection was the minute time frame This installation would take over hours to accomplish without the difficulties in the kitchen Because there was an active leak and the valves no longer worked, we were asked to perform the work by the building maintenance department which scheduled the shut-down We were never in contact with the homeowner We did not let the homeowner know the amount of time and/or the cost involved because we had no contact with her This was an oversight We should have collected the billing information of the homeowner and discussed the scope of work with her We acknowledge that and understand that this additional cost was unexpected Because of the unexpected expense I offered to cut the bill in half and told the daughter "I would rather lose money on the job than to have an unhappy customer." I got the sense during my subsequent extensive conversation that the homeowner believed we were trying to take advantage of an elderly person This is very upsetting to me as our year old business is based around trust and fair dealing with our customers and the many buildings we service The original cost in labor and materials was $($in Labor at $130/hr = hrs as we do bill for travel time as opposed to a service charge The remainder of the bill was for materials) I offered to make it $ This would bring the work in line with similar valve replacements without the issues in the kitchen and let us move on to other jobs It is difficult to always know what barriers you will run into in an older building such as this one And while the water is shut down to many other apartments, we have to complete our job and restore water As a standard water shut-down is between the hours of 10-2, we are often pressured to complete a job in this time frame and restore services to the residents of the building Sometimes, difficulties occur on a job like this one, and the timing runs over I response to some issues in [redacted] s daughter's complaint: - We have no one in our company named *** I do not know who initially came to the homeowner’s condo but he was not from Adelphia Plumbing We were there on December 30th and no other time Somebody else named [redacted] may have very well entered the unit to assess the problem in the first place before referring the job to us, but we have nobody named [redacted] working for us, and since both women heard the name ***, I have no idea who was there We do not even know if [redacted] and/or her sister were on site for the work as they probably would have remembered someone being in the apartment for hrs and water being shut down to their apartment which they claim never happened By the way, it is impossible to replace shut-off valves without shutting off the water to those shut-off valves And it is impossible to do that without assistance from the building and a scheduled multi-hour shut-down It is obvious that the homeowner is mistaken about some aspects of what went on here - The complaint states that [redacted] 's daughter spoke with [redacted] Again, we have no [redacted] here The man she spoke with is Pat G [redacted] - I am Ron M [redacted] and the sole owner - I am not clear on what raises suspicions regarding $labor and only $for materials The job is labor heavy The only parts used are four (4) chrome angle valves, one (1) rough brass R-angle valve for either the dishwasher or ice maker under the kitchen sink (which was also replaced but not mentioned in the work description), two (2) 3/8" brass compression tees, two (2) 3/8" x 3/8" female stainless steel braided flexible faucet supplies, and one (1) 3/8" x 3/8" compression flex Along with the standard solder, flux, acetylene gas, drop clothes, etc Thank you and please feel free to call to discuss this in greater detail We are a good company and we are fair Complaints like this are upsetting to me because they are not based on all the facts Revision with additional information: Dear Revdex.com and [redacted] , In the last couple days, while trying to respond to this complaint, we have discovered two pieces of information that explain much of the confusion – [redacted] and her sister insist a man named [redacted] was in the condo for under an hour and did not turn off any water As we previously explained, we have no one here named *** However, there was a man who worked at the condominium as an employee who was there in December and whose responsibilities included assessing work orders called into the front desk This was confirmed by building maintenance This was the man who would have assessed the leaks under [redacted] ’s sinks He would have gone to condo, spent under an hour assessing all the valves under the sinks, not turned off any water or performed any work, and reported the results to maintenance who would have then called us to schedule And his name was *** – [redacted] says she knows how long we were there because she saw everything and confirmed with her sister who was also there the entire time As we previously explained, this amount of work is absolutely impossible in under hrs let alone under one hour And our mechanic, Don, who has been with us for years and has no reason to mislead anybody, insists that [redacted] was there alone the entire time There was never a single guest throughout the course of work or as long as we were physically in the condo to see her It is clear that there is a misunderstanding here of when the job took place and how long it took to perform The customer can see how much work was performed simply by looking at all the new valves under their sinks and asking building maintenance for proof of a shutdown that day Not to mention our GPS tracking data, daily schedule, and hand written work order This description clearly explains what happened hereSincerely, Ron M***

6/7/15
Dear Revdex.com and [redacted],
On December 30, 2014, we
arrived at the residential high-rise condominium building in question to
replace four (4) leaking water supply valves for the kitchen sink (hot and
cold) and powder room basin (hot and cold).  Our company has worked for
and in...

this building for over 40 years.  These replacements involve
shutting down water to a section of the building.  This shut-down was
set up and scheduled by the building maintenance staff the week prior to our
arrival.  The building schedules these water shutdowns for 10:00 AM.
Our GPS tracking has our
truck arriving at the site at 8:35 AM and leaving the site at 2:07
PM.  The owners’ daughter claims her mother and aunt remember us
being there for 45 minutes.  It is impossible to perform this amount of
work in anywhere near 45 minutes.
We arrived at the job
site to do our preliminary work to prepare for the 10:00 am water
shutdown.  We replaced the valves after the 10:00 AM
shutdown.  This was a difficult and time consuming installation because
the leaking valves were improperly installed with the solder connections inside
the wall during a prior kitchen renovation (by others) and we had to work
inside the wall to remove and replace the piping for the valves.
 Normally, we can remove and replace two sets of properly installed valves
in a few hours after the water is shut down and drained (which can take
anywhere between 1/2 hr and 2 hrs depending on the proper operation of the main
building riser shut-off valves).  
The powder room valves were
no problem.  The kitchen valves were the difficult valves to replace.
 
Once the valves were
installed, we notified building maintenance and waited for water to be restored
to the effected section of the building.  We then tested our connections
and left the job site.  After packing up his truck, the plumbing mechanic
went on to another job in another building.  There were no other jobs
performed in this building that day.  This is shown by our daily work
schedule as well as GPS tracking of our trucks which we will gladly share with
[redacted] or her daughter.
When I contacted the
owners daughter to discuss the invoice she would not believe the above
information, as her mother’s recollection was the 45 minute time frame. 
This installation would take over 3 hours to accomplish without the
difficulties in the kitchen.  Because there was an active leak and the
valves no longer worked, we were asked to perform the work by the
building maintenance department which scheduled the shut-down.  We
were never in contact with the homeowner.  We did not let the homeowner
know the amount of time and/or the cost involved because we had no contact with
her.  This was an oversight.  We should have collected the billing
information of the homeowner and discussed the scope of work with her.
 We acknowledge that and understand that this additional cost
was unexpected.  Because of the unexpected expense I offered to cut the
bill in half and told the daughter "I would rather lose money on the job
than to have an unhappy customer."  I got the sense during my
subsequent extensive conversation that the homeowner believed we were trying to
take advantage of an elderly person.  This is very upsetting to me as our
63 year old business is based around trust and fair dealing with our customers
and the many buildings we service.  The original cost in labor and
materials was $867.00 ($780 in Labor at $130/hr = 6 hrs as we do bill for
travel time as opposed to a service charge.  The remainder of the bill was
for materials).  I offered to make it $433.00.  This would bring
the work in line with similar valve replacements without the issues in the
kitchen and let us move on to other jobs.  It is difficult to always know
what barriers you will run into in an older building such as this one.  And
while the water is shut down to many other apartments, we have to complete our
job and restore water.  As a standard water shut-down is between the hours
of 10-2, we are often pressured to complete a job in this time frame and
restore services to the residents of the building.  Sometimes,
difficulties occur on a job like this one, and the timing runs over.  
I response to some
issues in [redacted]s daughter's complaint:
- We have no one in our
company named [redacted].  I do not know who initially came to the homeowner’s
condo but he was not from Adelphia Plumbing.  We were there on December
30th and no other time.  Somebody else named [redacted] may have very well
entered the unit to assess the problem in the first place before referring the
job to us, but we have nobody named [redacted] working for us, and since both women
heard the name [redacted], I have no idea who was there.  We do not even know if
[redacted] and/or her sister were on site for the work as they probably would
have remembered someone being in the apartment for 5.5 hrs and water being shut
down to their apartment which they claim never happened.  By the way, it
is impossible to replace shut-off valves without shutting off the water to
those shut-off valves.  And it is impossible to do that without assistance
from the building and a scheduled multi-hour shut-down.  It is obvious
that the homeowner is mistaken about some aspects of what went on here.  
- The complaint states
that [redacted]'s daughter spoke with [redacted].  Again, we have no
[redacted] here.  The man she spoke with is Pat G[redacted].  
- I am Ron M[redacted] and
the sole owner.
- I am not clear on what
raises suspicions regarding $780 labor and only $87 for materials.  The
job is labor heavy.  The only parts used are four (4) chrome angle valves,
one (1) rough brass R-19 angle valve for either the dishwasher or ice maker
under the kitchen sink (which was also replaced but not mentioned in the work
description), two (2) 3/8" brass compression tees, two (2) 3/8" x
3/8" female stainless steel braided flexible faucet supplies, and one (1)
3/8" x 3/8" compression flex.  Along with the standard solder,
flux, acetylene gas, drop clothes, etc.  
Thank you and please
feel free to call to discuss this in greater detail.  We are a good
company and we are fair.  Complaints like this are upsetting to me because
they are not based on all the facts. 
Revision
with additional information:
Dear Revdex.com and [redacted],
In the last couple days, while trying to
respond to this complaint, we have discovered two pieces of information that
explain much of the confusion.
1 – [redacted] and her sister insist a man
named [redacted] was in the condo for under an hour and did not turn off any
water.  As we previously explained, we
have no one here named [redacted].  However,
there was a man who worked at the condominium as an employee who was there in
December and whose responsibilities included assessing work orders called into
the front desk.  This was confirmed by
building maintenance.  This was the man
who would have assessed the leaks under [redacted]’s sinks.  He would have gone to condo, spent under an
hour assessing all the valves under the sinks, not turned off any water or
performed any work, and reported the results to maintenance who would have then
called us to schedule.  And his name was
[redacted].
2 – [redacted] says she knows how long we
were there because she saw everything and confirmed with her sister who was
also there the entire time.  As we
previously explained, this amount of work is absolutely impossible in under 3
hrs let alone under one hour.  And our
mechanic, Don, who has been with us for 18 years and has no reason to mislead
anybody, insists that [redacted] was there alone the entire time.  There was never a single guest throughout the
course of work or as long as we were physically in the condo to see her. 
It is clear that there is a misunderstanding
here of when the job took place and how long it took to perform.  The customer can see how much work was
performed simply by looking at all the new valves under their sinks and asking
building maintenance for proof of a shutdown that day.  Not to mention our GPS tracking data, daily
schedule, and hand written work order.
This description clearly explains what
happened here.Sincerely,Ron M[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.  The owner and I have come to a resolution.  He was extremely cooperative.
Regards,
[redacted]

6/7/15
Dear Revdex.com and [redacted],
10pt; font-family: Arial, sans-serif;">On December 30, 2014, we
arrived at the residential high-rise condominium building in question to
replace four (4) leaking water supply valves for the kitchen sink (hot and
cold) and powder room basin (hot and cold).  Our company has worked for
and in this building for over 40 years.  These replacements involve
shutting down water to a section of the building.  This shut-down was
set up and scheduled by the building maintenance staff the week prior to our
arrival.  The building schedules these water shutdowns for 10:00 AM.
Our GPS tracking has our
truck arriving at the site at 8:35 AM and leaving the site at 2:07
PM.  The owners’ daughter claims her mother and aunt remember us
being there for 45 minutes.  It is impossible to perform this amount of
work in anywhere near 45 minutes.
We arrived at the job
site to do our preliminary work to prepare for the 10:00 am water
shutdown.  We replaced the valves after the 10:00 AM
shutdown.  This was a difficult and time consuming installation because
the leaking valves were improperly installed with the solder connections inside
the wall during a prior kitchen renovation (by others) and we had to work
inside the wall to remove and replace the piping for the valves.
 Normally, we can remove and replace two sets of properly installed valves
in a few hours after the water is shut down and drained (which can take
anywhere between 1/2 hr and 2 hrs depending on the proper operation of the main
building riser shut-off valves).  
The powder room valves were
no problem.  The kitchen valves were the difficult valves to replace.
 
Once the valves were
installed, we notified building maintenance and waited for water to be restored
to the effected section of the building.  We then tested our connections
and left the job site.  After packing up his truck, the plumbing mechanic
went on to another job in another building.  There were no other jobs
performed in this building that day.  This is shown by our daily work
schedule as well as GPS tracking of our trucks which we will gladly share with
[redacted] or her daughter.
When I contacted the
owners daughter to discuss the invoice she would not believe the above
information, as her mother’s recollection was the 45 minute time frame. 
This installation would take over 3 hours to accomplish without the
difficulties in the kitchen.  Because there was an active leak and the
valves no longer worked, we were asked to perform the work by the
building maintenance department which scheduled the shut-down.  We
were never in contact with the homeowner.  We did not let the homeowner
know the amount of time and/or the cost involved because we had no contact with
her.  This was an oversight.  We should have collected the billing
information of the homeowner and discussed the scope of work with her.
 We acknowledge that and understand that this additional cost
was unexpected.  Because of the unexpected expense I offered to cut the
bill in half and told the daughter "I would rather lose money on the job
than to have an unhappy customer."  I got the sense during my
subsequent extensive conversation that the homeowner believed we were trying to
take advantage of an elderly person.  This is very upsetting to me as our
63 year old business is based around trust and fair dealing with our customers
and the many buildings we service.  The original cost in labor and
materials was $867.00 ($780 in Labor at $130/hr = 6 hrs as we do bill for
travel time as opposed to a service charge.  The remainder of the bill was
for materials).  I offered to make it $433.00.  This would bring
the work in line with similar valve replacements without the issues in the
kitchen and let us move on to other jobs.  It is difficult to always know
what barriers you will run into in an older building such as this one.  And
while the water is shut down to many other apartments, we have to complete our
job and restore water.  As a standard water shut-down is between the hours
of 10-2, we are often pressured to complete a job in this time frame and
restore services to the residents of the building.  Sometimes,
difficulties occur on a job like this one, and the timing runs over.  
I response to some
issues in [redacted]s daughter's complaint:
- We have no one in our
company named [redacted].  I do not know who initially came to the homeowner’s
condo but he was not from Adelphia Plumbing.  We were there on December
30th and no other time.  Somebody else named [redacted] may have very well
entered the unit to assess the problem in the first place before referring the
job to us, but we have nobody named [redacted] working for us, and since both women
heard the name [redacted], I have no idea who was there.  We do not even know if
[redacted] and/or her sister were on site for the work as they probably would
have remembered someone being in the apartment for 5.5 hrs and water being shut
down to their apartment which they claim never happened.  By the way, it
is impossible to replace shut-off valves without shutting off the water to
those shut-off valves.  And it is impossible to do that without assistance
from the building and a scheduled multi-hour shut-down.  It is obvious
that the homeowner is mistaken about some aspects of what went on here.  
- The complaint states
that [redacted]'s daughter spoke with [redacted].  Again, we have no
[redacted] here.  The man she spoke with is Pat G[redacted].  
- I am Ron M[redacted] and
the sole owner.
- I am not clear on what
raises suspicions regarding $780 labor and only $87 for materials.  The
job is labor heavy.  The only parts used are four (4) chrome angle valves,
one (1) rough brass R-19 angle valve for either the dishwasher or ice maker
under the kitchen sink (which was also replaced but not mentioned in the work
description), two (2) 3/8" brass compression tees, two (2) 3/8" x
3/8" female stainless steel braided flexible faucet supplies, and one (1)
3/8" x 3/8" compression flex.  Along with the standard solder,
flux, acetylene gas, drop clothes, etc.  
Thank you and please
feel free to call to discuss this in greater detail.  We are a good
company and we are fair.  Complaints like this are upsetting to me because
they are not based on all the facts. 
Revision
with additional information:
Dear Revdex.com and [redacted],
In the last couple days, while trying to
respond to this complaint, we have discovered two pieces of information that
explain much of the confusion.
1 – [redacted] and her sister insist a man
named [redacted] was in the condo for under an hour and did not turn off any
water.  As we previously explained, we
have no one here named [redacted].  However,
there was a man who worked at the condominium as an employee who was there in
December and whose responsibilities included assessing work orders called into
the front desk.  This was confirmed by
building maintenance.  This was the man
who would have assessed the leaks under [redacted]’s sinks.  He would have gone to condo, spent under an
hour assessing all the valves under the sinks, not turned off any water or
performed any work, and reported the results to maintenance who would have then
called us to schedule.  And his name was
[redacted].
2 – [redacted] says she knows how long we
were there because she saw everything and confirmed with her sister who was
also there the entire time.  As we
previously explained, this amount of work is absolutely impossible in under 3
hrs let alone under one hour.  And our
mechanic, Don, who has been with us for 18 years and has no reason to mislead
anybody, insists that [redacted] was there alone the entire time.  There was never a single guest throughout the
course of work or as long as we were physically in the condo to see her. 
It is clear that there is a misunderstanding
here of when the job took place and how long it took to perform.  The customer can see how much work was
performed simply by looking at all the new valves under their sinks and asking
building maintenance for proof of a shutdown that day.  Not to mention our GPS tracking data, daily
schedule, and hand written work order.
This description clearly explains what
happened here.
Sincerely,
Ron M[redacted]