A. K. & R. Whipple Plumbing, Heating, & A/C

Complaint: [redacted] I am rejecting this response because: At no time did the technician make me aware of any quote he had prepared to do any other work than what was discussed over the phone the day of 12/When he completed the job and charged me he made NO reference to any further work needed, NO reference to possible problems in the future, NO mention of any such bid for 'camera work' or any otherHe simply stated "your good to go" and charged my card for the job being COMPLETEDIn no way do I feel the job was complete or we would not have had the same exact drain back up with the same issue the very FIRST time I used itI PAID whipple to fix a drain, it failed when usedLet me give you an alternate example of the liability I feel falls on this company for the damages to my house....If I had an electrical problem with a light fixture, and hired an electrician to fix itPaid him after he told me "your good to go", then after the first time I used the light my wall is damaged by fire caused by an electrical short...Who would you say is Liable? If I had a leaky roof, Hired a roofer, and again after him saying "your good to go", and paying himThen after the next rainstorm I have water damage after the roof leaks...who would you feel was liable againNow,I hired a plumbing company to fix a plumbing issue, after they told me "your good to go" and took my payment for a completed job, the exact drain they had been hired to fix flooded doing damage to my houseI strongly feel that the company I hired had not done the job they had been paid to do and I believe a Judge would feel very much the same if I take this matter up with the court Sincerely, [redacted]

Thank you for alerting us to the concern submitted by our clients in regards to the HVAC Equipment installed in their home recently Our CEO has been corresponding with our client in an effort to come to an acceptable resolution to their disputeAttached please find a copy of their correspondence From: David S [redacted] Sent: Tuesday, July 28, 4:PM To: ' [redacted] @yahoo.com' < [redacted] @yahoo.com> Subject: AC install MrZ***, I understand you weren’t able to reach a resolution with our GM concerning the AC you purchased I have attached your full contract and the applicable warranties for your review I understand that you have a much lower bid from another company We fully agree that other companies will often install identical equipment for less Sometimes much less than we will From my experience companies that price that low just to get business, do not stay in business long enough to honor their warranties For this reason we ask that price comparison’s be true “apples to apples” comparisons This means that the competing bid needs to be identical in terms of equipment and add-ons, warranties, financing and level of service provided The bid you sent us from [redacted] does not match any of these criteria I have outlined these below Us Them Parts warranty years years Labor warranty Years Year Filter Electrostatic Merv Financing Yes ? Service Level Background Checked /Drug tested / Same day service during peak season ? The only category they match us in is the parts warranty and that is offered by the manufacturer You have a warranty from Whipple for years That means if anything goes wrong you are our priority call and you don’t have to deal with a manufacturerYou only have to deal with us Usually the labor to replace a faulty part is at least as much as the part itself That’s what a year labor warranty means for you If you want to find a bid from a company that can match these items ( I suggest [redacted] ) even though you are outside the day window we normally allow for these, we may consider it In the end I want you to be a satisfied customer, not just with the operation of the equipment but with your entire experience with our company Please review these documents and let me know when a good time to talk would be Thank you, David S [redacted] CEO From: David S [redacted] Sent: Wednesday, July 29, 3:PM To: 'BZ***' < [redacted] @yahoo.com> Cc: Markus A [redacted] < [redacted] @whippleplumbing.com> Subject: RE: AC install Mr& MrsZ***, I will do my best to address your concerns We have been in business since We are a longstanding company with a reputation for taking care of our clients We aren’t planning on going out of business anytime soon If Markus told you we would honor a quote outside of days then that is what we will do however the sooner you get that to us the better Let’s say by Wednesday August 5th I apologize for your experience with Devin He was let go specifically because of this type of issue ( not getting back to customers) As far as [redacted] warranty being only one year, that is explicitly stated on the actual bid you provided to us Under proposal agreement, Item states: “All equipment, material, and labor furnished by us will bear our one year warranty from the date of installation against defects in workmanship and material.” We can only except formal bids from another company If he will update his bid on his company letter head to include the years of Labor warranty I can accept it but not a forwarded email In our experience most brands of HVAC equipment are very similar Everyone will have bad things to say about one brand while touting their brand of choice We have found that the installation of equipment is more important to the long term life of it that the actual equipment itself The most important day in life of your HVAC equipment is the day it’s installed That being said, there was a time in the late 2000’s where Goodman had some issues with some of their products I believe those issues to be fully rectified and am excited about the future of Goodman Especially since they were acquired by Daikin ( the world’s largest HVAC manufacturer) in If I didn’t believe that Goodman/Amana wasn’t a solid product we would not sell it Especially with the labor warranty we offer matching the equipment warranty it wouldn’t make financial sense to install something I think is going to break Here is a website detailing information on the filter we installed for you http://www.micropowerguard.com/ This is a premium electrostatic air cleanerI use one in my home I’m sorry that Markus forgot to mention that your bid needed to include financing This is necessary because in the world of unsecured lending (i.ethere is no collateral on the loan, your furnace can’t be repossessed like a car would) credit is expensive and we pay those costs The fees we incur to provide you financing options range from 2.5% to 20% of the total ticket depending on what rates and terms we offer That’s why the invoice you saw had an “adjustment” to it The finance company took their fee before they funded us Your loan package from Synchrony cost us 6% of your invoiced amount That is a significant part of the profit margin of a job and is factored in to pricing That is why we ask for it on a competing quote The service level you received included the time and effort of drug tested, background checked HVAC professionals They got you up and running again that night You weren’t booked out two weeks for an install that took days to finish Our techs, comfort advisors and installers are highly compensatedWe have to pay the best to keep the bestPart of our equipment cost was an afterhours fee from our distributor Furthermore this happened for you in the middle of peak demand season All of these things demand a premium and effect the prices that we charge The seasonality of this business is why we generally don’t look competing bids after days We offer better discounts during slow times Most companies do the same Besides what I sent you in your last email I cannot provide you a more detailed invoiceWe do not break out parts versus labor in this company We provide an upfront inclusive price before work begins Taking out the system for a full refund is not an option at this time Our 100% satisfaction guarantee states that you will be satisfied with the operation of your equipment SpecificallyAs long as your equipment is operating to spec and cooling your home which you have stated it has, then this guarantee has no bearing on this situation Furthermore, the signed contract states that “ Owner further acknowledges that he/she has been informed that there may be other service providers willing to perform this work at a lower price than Whipple Service Champion’s price, therefore Whipple Service Champions price may be more expensive and Owner understands that he/she has the option of seeking other bids before authorizing this work I’m not trying to play hard ball here, I just want you to be aware of the agreement that you signed and what your remedies are That being said, I’m prepared to offer you 10% off of what you already paid I will refund $ [redacted] to synchrony bank as a gesture of good will to put this to bed If you find this acceptable please let me know by the end of the week Otherwise please have an apples to apples comparison available by August 5th Thank you, David S [redacted] From: BZ [redacted] [mailto: [redacted] @yahoo.com] Sent: Tuesday, July 28, 6:PM To: David S [redacted] < [redacted] @whippleplumbing.com> Subject: Re: AC install David, You stated that often companies do not stay in business long enough to honor warranties How do we know that you will still be in business in years to offer that kind of warranty as well, what kind of insurance do you offer that you will not go out of business? What guarantee can you provide us along with your response? Also Markus your GM stated that even though it has been past the days that if I could get a quote that met the criteria that you guys would still honor it, now your saying you’ll consider it how does taking back what your GM promised make you guys a reputable companyHow does your statement guarantee Whipple’s 100% satisfaction? I already had this problem with Devin your client care supervisor that ended up being fired and never getting back to me and passing on my concernsI’m not sure where you got the information that [redacted] was only offering a year labor warranty an email was forwarded to Markus from the technician that gave me the quote stating that it was a year labor as well I am also inquiring about the service level as well as the filtration system, so once I have that information I will pass it along The documents you attached to the previous email, why weren’t they provided to us during our initial purchase and interaction with your technicians? Also after researching the unit you installed in our home we have increased concerns about its functionality Goodman has not made a good name for over the years for their units and has received poor consumer reviews If we had of known the unit a Goodman you were installing in our home we would have never went with WhippleThere was not much detail provided to us overall in the products being installed in our home On top of that the service that we supposedly paid for was vaguely explained and the cost for the service was never mentioned during the payment processHow is this 100% satisfaction guarantee when there are so many flaws in your system? Yes we may have been satisfied during the initial process, but didn’t realize how much information was not being shared with us I am afraid if we would have not called with questions, we would have never found out how much information was not released to usPlease help us understand without telling us the same thing over and over again that does not answer the questions we are asking In regards to the filter how do I know that the one provided to me is electrostatic and what does that mean? I don’t have any paper work stating the type of filter nor is it stated on the box of filters provided to usWhere are you getting your information? This is the first I am hearing that they need to offer financing as well that was not listed as criteria from Markus and I’m not sure why that should affect my pricing I have also inquired to a few more companies for quotes so I am waiting on that to pass along as wellIn addition from the first call I made to Whipple I requested a detailed line by line item break down of the charges we incurred for the Whipple service and Air Conditioner installed After speaking to Markus today my husband informed me that Markus would be providing the invoice to us Why are we having such difficulty with a simple request of a detailed invoice? Why is it when we get a quote that you ask us to do and you come back with discrepancies that were not initially mentioned when you asked us to request quotesAll of this back and forth could have been avoided if we were just provided a detailed invoiceThen a copy could have been provided to other companies for quotes that would be comparable in price to Whipple’s We are in the process of getting a more apples to apples quotes to compare to your cost that we paid, but in the meantime we would greatly appreciate it if you could provide us a line by line item price invoiceIf you cannot provide that to us we will need to take steps towards removing the unit from out home entirely and a refund issued Thank you, Jeff and Brittany Z [redacted] Jeff at the [redacted] Number is available to talk anytime, and Brittany at the number is available anytime between 12:30-1:or after Whipple Service Champions [redacted] @whippleplumbing.com | O | Ext | W Folsom Ave | SLC, UT

We are aware of this clients dissatisfaction with the service he receivedBesides coming into our office and meeting personally with our manager, he has harassed our technician with messages containing foul, abusive and inappropriate language

Thank you for bringing this concern to our attentionWhen our client called on 2/25/to schedule an appointment for his furnace that wasn't working, he was advised that there would be a $diagnostic feeOn arrival at the home our technician preformed a Complete Furnace DiagnosticHis findings indicated that High temperature limit had failed Blower motor had leak in bearing sealOur technician outlined several options for restoring heat to the homeHe provided Two Repair OptionsOption A: Replace high temp limit & blower motorOption B: Replace high temp limit As a Permanent Solution the technician gave the option of Replacing the Furnace with a more efficient model In our experience we have found that the Average typical life of a furnace's peak performance to be 10-years

We regret having not given our clients the type of service that we are committed to and that they deserve Please accept our apology for the inconvenience and stress caused during the jetting procedure We feel that it is only fair to refund our clients the $ they paid for a drain service that did not resolve the issue they were experiencingThe paperwork for the refund has been submitted to our Accounting Deptand will be mailed out to our clientThey should receive the check in the next 3-business daysThe Diamond Club Membership will be canceled per our clients request, they will receive no further charges in regards to the membership Effective 12/28/