A J Buerkle Plumbing & Heating Company

We are in receipt of your letter dated August 12, and would like to address the issue contained in Complaint # ***will address each matter step by step regarding the complaint by *** *** of *** *** *** *** ** ***
I came to ***'s home as stated at 4:
PM as this was the only time that she could meet with meOriginally she requested 5:PMNote: I did not tell her that our working hours are Monday through Friday from 8:AM - 4:PM and that after 4:PM we charge an overtime rate of $ 175.00/HrIn trying to help her out, she was not charged any overtime for either of my two 4:PM visits
am not sure where "arrogant" or "property disrespect" comes into play as I greeted her in a very friendly manner as I do at all of our customers homes and businessesWhen she asked me to remove my shoes due to new basement carpet I had no problemActually, on my second visit, I removed my shoes without being asked and she thanked me for remembering
Yes, I dismantled the faucet as this is the only way to repair itx do not recall saying that it could not be repairedHowever, I did tell her that, even though have over years of experience at my trade, I did not recognize the manufacturerI contacted Steve at Three Brothers Plumbing Supply and he identified this faucet using the pictures I sent him as a *** Faucet, which is a very uncommon faucet in our area
*** asked me about replacing the faucet and explained that it would be at least two weeks before I could get one of my installers to her home to replace the faucet with new hardware
I did call her the'' next day and informed her that I would have a repair cartridge the following dayI once again returned after 4:PM and installed the new repair part with no overtime labor chargeMaybe she feels I am arrogant because she wanted to make the second visit at 5:PM instead of 4:30,
After installing the part I turned on the faucet to run some water throughThis is a quite narrow shower stall, which has a diverter spout installed at about knee heightI had expected the water flow to come out of the diverter spoutThe water flowed out of the spout and the shower head, soaking my clothingI attempted to move the shower head to one sideHowever, it would not move at all* I also found that the diverter spout was also brokenThat is when I told her that these items should be replaced,
I reassembled the faucet to the same condition in which I found itI apologized that I forgot to bring caulkingI am not sure at all why she feels that I did not put the last piece on the handle? She informed me that her husband would be glad to caulk around the faucet and I explained to her exactly what size caulking tube and type of caulking to purchase
The two stainless steel screws that I brought were a size larger than the old screws, which did not screw into the valveI showed her that the two screw holes in the valve apparently had no threads in them but that the two new stainless steel screws did fit somewhat better than the original screws
Yes, the part was $ and shipping charges were $
This was explained to her and clearly written on the receipt given to her
The $ for labor is 1-1/hours at $ 95.00/hour plus a $ fuel surchargeIt is clearly stated on our work orders that we have a minimum charge of one hourI feel that the 1-1/labor charge is more than fair considering that two separate trips to the house were made on two separate days
When she called to tell me that the faucet was still leaking I did not ignore herHowever, I did state that I was already on my way out of town but that I would plan to see her, again late in the day, on the following Monday
Due to circumstances beyond my control, I was unable to return to Pittsburgh on MondayHowever, I did have my secretary call her and explain that I would contact her as soon as I returned
I would like to mention that I have received numerous compliments on the ladies in my office and how they make every effort to keep our customers satisfied
I was on my way back to Pittsburgh on Tuesday and I called her to make arrangements to see her late day on WednesdayAt that time she told me, and I quote, "that I ripped her off and she was going to call the Revdex.comI explained why I couldn't get back into town but she did not want to hear any of this
I had intended to return to fix the problem with no further labor charges
Please let me know if you need any additional information, ***,
We value our A+ rating with the Revdex.com and would like to have this complaint resolved
Thank you for your attention to this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
 
Mr  A J H Burkle does not seem to be willing to take responsibility for his actions. He did not fix my problem, left me with a drippiong tap that he was supposed to fix, charged astronomically for service not completed, and acted with arrogance, forcing the sticker of his business on the applianbces in my home.
Given that he did not fix the problem, I should be reinbursed, except the 60 dls that the part that he brought cost. I do not see how he deserved to be paid for a service he did not complete. He refused to return to my house when I told him the problem was not resolved and said would be back in several days. This is not the definition of costumer service or better business practice. I have a problem when professional individuals do not take responsibility for their actions.
Regards,
[redacted]

Review: Just a little over a year ago, AJ Buerkle installed our downstairs toilet. Last month, we had them out to fix a leak in that new toilet. Yesterday, we had to call them back AGAIN to fix a defective wax seal.

We were charged for both visits, with yesterday's visit amounting to $186.25 and September's visit was over $100!!

If the toilet had been functioning properly, we never would have had to call them regarding a leak in the tank after only a little over a year! Then, when they came out yesterday, we were informed that our flooring was responsible for them having to replace the wax seal! This is the same flooring that was there when the toilet was installed.

No one said a word at the time of installation that a toilet installed on a Pergo floor might have a problem. Of course not, because toilets are installed on laminate floors all the time! Suddenly, the problem is us, not the shoddy installation!

To top it all off, we have a potty seat on that toilet, so no one sits directly on the toilet. How, after a little over a year, did WE manage to make the seal disappear?

If the toilet is defective, it should have been replaced. If the workmanship was incompetent, we should not be responsible for fixing it! AJ Buerkle should have sold us a working toilet (NOT one that would break after a year!) and installed it properly. No toilet should require servicing twice, just a little over a year after installation!

We had mistakenly thought we were dealing with an ethical company that would stand behind its work. We were mistaken.Desired Settlement: AJ Buerkle should reply to customers when they contact them regarding a complaint. And we would like a full refund of September's and October's charges.

Business

Response:

October 27. 2015Revdex.com400 Holiday Drive, Suite 220Pittsburgh, PA 15220ATTENTION: [redacted]RE: ID# [redacted] - [redacted]Dear [redacted]I met with [redacted] on Thursday, October 22, 2015 at [redacted]I looked at the job and informed [redacted] that we will issue a check for $ 286.25.I did find an existing problem with the floor under the toilet and I informed [redacted] about this. I drew [redacted] a diagram of the floor problem and explained that I will not guarantee the toilet reset due to the condition of the floor.We want all of our customers to be satisfied and agreed to this solution to remedy the situation and [redacted] is satisfied with this arrangementSincerely,

Review: Mr Al Buerkle came to our home on August 5th to fix a leank in a shower. IFirst of all Mr Buerkle is a very arrogant individual, who does not respect the property of the home owners. He abruptly dismanteled the shower handle and initially said that it could not be fixed. Then he took a picture and indicated would look for the part but it would take 2 weeks to get fixed. He took the part with him without giving me a clear message of what will be done. The following day he called me to tell me he found the part. He came on 8/7/14, with his arrogant attitude and changed the part. He bumpped/hit the shower head with his hand telling me that needs to be changed too. Mr A J Buerkle left my house without finishing the job, without putting the last piece on the handle and asked me if I had caulking, that I could do that myself. He charged 60 dls for the part, 15 dls for not sure what, 3 dlrs for screws that were the wrong size, and 118 for labor. As soon as he left, I contacted him to tell him that the job was not finished because water was leaking now from the focet. He ignored me stating that he was on his way out of town and would call me on MOnday. I reiterated that there was water leaking where there was none before. He ignored me. He sent his secretary to call me on MOnday 8/11 indicating that he was out of town and woulc call me back maybe on Wednesday. My request is for mediation for me to get my 206 dls back given that the job was not only, not finished, but a different leakage started. I had to call a different company to fix the problem, given that Mr A J Buerkle had no intention to return to my house in a timely manner and he was ready to leave me with water leakage for several days. His secretary did not offer to send a different individual to fix the problem.She just stated that he was out of town and would call me "on Wednesday, if he is back".Desired Settlement: Refund of 206 dls for service not rendered.Mr Buerkle acts as he has no respect for his clients, or his profession. He is arrogant and rude.

Business

Response:

We are in receipt of your letter dated August 12, 2014 and would like to address the issue contained in Complaint # [redacted].1 will address each matter step by step regarding the complaint by [redacted] of [redacted].

I came to [redacted]'s home as stated at 4:30 PM as this was the only time that she could meet with me. Originally she requested 5:00 PM. Note: I did not tell her that our normal working hours are Monday through Friday from 8:00 AM - 4:30 PM and that after 4:30 PM we charge an overtime rate of $ 175.00/Hr. In trying to help her out, she was not charged any overtime for either of my two 4:30 PM visits.

1 am not sure where "arrogant" or "property disrespect" comes into play as I greeted her in a very friendly manner as I do at all of our customers homes and businesses. When she asked me to remove my shoes due to new basement carpet I had no problem. Actually, on my second visit, I removed my shoes without being asked and she thanked me for remembering.

Yes, I dismantled the faucet as this is the only way to repair it. x do not recall saying that it could not be repaired. However, I did tell her that, even though 1 have over 40 years of experience at my trade, I did not recognize the manufacturer. I contacted Steve at Three Brothers Plumbing Supply and he identified this faucet using the pictures I sent him as a [redacted] Faucet, which is a very uncommon faucet in our area.

[redacted] asked me about replacing the faucet and 1 explained that it would be at least two weeks before I could get one of my installers to her home to replace the faucet with new hardware.