A.B Plumbing made documented visits that summer of with no evidence of occurrences of water leaks. In October the customer made an appoint for her switchover from cooling to heating, with no mention of water leaks then to tech.Recently the owner of A.BPlumbing visited with
customer to go over her concerns with our services. he observed the the roof has double layer of shingles. Installation of cooler was sealed on the flashing and the existing plenum around the evaporative cooler and the duct is rusted and of age.There is no evidence of when and who installed her evaporative cooler. Looks line the water is leaking under the layer of shingles from the coolerWe contacted the roofer. Their records show install was in and made one recent visit to go over her roofing concerns. They have no record of an annual contract with customer for yearly visits. Owner found several roof issues from previous roofing repairs by someone other than a licensed roofer which we feel is whats leaking . Roofer claims its not his repairs and no record of services.Though it is evident that there was a leak from the roof, there's no evidence that our company created the leak. Customer said to owner that there is no leak at the time of his visit. It rained several times since the summer of 2014. Not sure what Customer is requestingNew roof, New cooler, New Duct work?As for the faucet, the customer provided her own faucet with no pop up assembly which is rotted and the sink needs to be replaced. During owners visit there was a handyman present working on her sink.Owner of A.BPlumbing wanted to visit with owner is reason for delay in the response
RE: ***
OUR HOURLY RATE IS $MINIMUM OF HOUR PLUS TRAVEL CHARGE OF $SO NO MATTER
WHAT THE SERVICE AND THE TECH IS THERE FOR MINUTES OR MINUTES THE CALL IS A MINIMUM
HOUR
UNFORTUNATLEY IT IS UNFORSEEN FOR ANY PROVIDER OR TECHNICIAN TO KNOW WHAT WILL
ENTAIL
WITH ANY SERVICE CALLOUR TECHS ARE GIVEN A SERVICE TICKET FROM THE SCHEDULING AGENT
WITH CUSTOMER INFORMATION AND WHAT THE SERVICE CALL IS FOR
THIS PARTICULAR CALL THE TECHS SERVICE TICKET INDICATED A SWITCHOVER WHICH IS COOLER SHUT
DOWN AND HEAT START UPTHIS IS WHY OUR TECH CHECKED THE COOLER AND MENTIONED TO
CUSTOMER THAT THE SERVICE CALLS INCLUDED BOTH HEATING AND COOLINGUPON TURNING ON
THE FURNACE IT WOULD NOT FIRE UPTHE TECH WAS TRYING TO DO A DIAGNOSTIC TO FIGURE OUT
THE PROBLEM AND GET HEATTECHS DON’T COME ACROSS THE SAME UNITS DAILY ESPECIALLY WITH
THE VARIETY OF UNITS AND BRANDSTHEY ARE ALL MANUFACTURED DIFFERENTLY AND ARE NOT
A QUICK FIX NO MATTER HOW EXPERIENCED THE TECH ISA DIAGNOSTIC CAN TAKE 15MIN-MIN
OR MORE DEPENDING ON THE PROBLEMIN THIS BEING SAID THE TECH WAS THERE TO TURN ON A
FURNACE AND GET HEAT FOR CUSTOMER.
THE TECH DID MENTION IT WOULD NEED TO HAVE THE PILOT IGNITOR REPLACEDTHE CUSTOMER DID
NOT WANT TO PROCEED.
AFTER GOING OVER THE JOB WITH TECH AND REVIEWING THE CUSTOMERS COMPLAINTWE FELT THE
WORK WAS JUSTIFIEDIF TECH WOULD NOT HAVE TRIED TO RESOLVE THE PROBLEM TO GET HEAT
THEN HE WAS NOT DOING HIS JOB
WE WILL REFUND THE CUSTOMER AND HOPE THAT SHE UNDERSTANDS THAT A MAJORITY OF SERVICE
COMPANIES CHARGE A MINIMUM CHARGE AND ARE TO PROVIDE THE SERVICE REQUESTEDIN THIS
CASE GETTING (HEAT) ON
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the resolution of a refund of $44.75 plus tax is satisfactory to me. I understand the basic charge for a service call and that is not my issue. I feel that after an hour of trying to get the furnace started, the technician should have given me the choice for him to proceed or end the call because I would be paying extra. In this case I would have told him to stop because the furnace was old, I am on a budget and I had to get back to work.
Regards,
[redacted]
October 29, 2014
#[redacted]
A.B. Plumbing Inc. apologizes for the delay of such DVD in question. The
intent to distribute a DVD was not intended to be ignored. The customer
was fully aware at the time of schedule that A.B. Plumbing camera was
equipped only for VHS and...
not DVD. The technician did get payment for a
DVD to be copied but due to circumstances of appointments (heating) was
unable to locate vendor to make a copy. Customer called office only once
after to follow up about the DVD on the 7th to our attention to follow up
with the tech. DVD has since been made and delivered to customers
residence. Again A.B. Plumbing Inc. apologizes for delay on technicians oversight.
Thank you
A.B. Plumbing Inc.
the customer did contact our office about an inspection for a Water Heater that was replaced back in 2013. He was told by the other company that he was not code compliant and missing an expansion tank. I explained to him that due to the area he lives he did not need an...
expansion tank and that prior to pulling a permit for inspection I would need to schedule one of our techs to go out and make sure all is to code. Customer refused to have one of our techs go out to do this being is should have already been prepared for inspection when we installed. Yes there is agreement to that statement but as I explained it was obvious others have worked on his water heater since then as well. Being he is also being told it is not up to code, we need to verify that as well. If we need and only if we need to bring something up to code we would only charge him for the materials and for a permit fee. In 2013 customer only paid for a swap out of a water heater only. There is no permit fee applied. We have protocol to follow according to the inspection (City, County,State) offices. We gave him the direct phone number and name to talk to one of the city inspectors and voice his concerns about codes and expansion tank. Customer did call us back and said that the inspector had the same answers as our office did. As for the warranty of the water heater as explained we have a 1 year warranty parts and labor and then the 6 year is through the manufacturer as stated on the manual book that comes with the water heater. The 1 year only applies to water heaters purchased through us which he did. This warranty is pretty much standard throughout the industry.As we explained to the customer nothing is grandfathered and new codes have taken place since 2013. Customers direct questions that he wants answers to are questions about the tech that did the installation. We are unable to answer the questions that transpired between the tech and customer and then from back in 2013. Tech unfortunately is no longer employed with our company to direct customer to answer the questions.Our company is fully aware that permits have to come from the licensed contractors and customers would not be able to call in for inspections themselves We have tried to explain to customer the best of our ability that protocol has to be followed and we have attempted to schedule an appt. with customer.Sincerely,A.B. Plumbing Inc.
[redacted]. [redacted], **. [redacted] March 26, 2016 Revdex.com of New Mexico 7007 Jefferson St. NE Ste. AAlbuquerque, NM 87109 -4450 Re: [redacted] In response to 2/24/2016 message: The contractor states they are "willing to pull a city permit for inspection". It is my understanding this is required procedure with the installation of a new water heater. When I had a new furnace and air conditioner installed by another contractor they arranged for the city inspection as part of their service. I was not involved. I do not want to pursue this matter if, in fact, the contractor had no obligation to arrange for the city inspection at the time of installation. And, I do not want to incur any further charges. If my assumptions are proven wrong, please express my apologies to the contractor, and the matter is closed. I appreciate your attention. Thank you. [redacted]
#[redacted]
11/5/14
AFTER OUR 1ST RESPONSE TO CUSTOMER MANAGEMENT FURTHER QUESTIONED EMPLOYEES INVOLVED.
THE EMPLOYEES THAT MENTIONED DOING DVD UNFORTUNATELY TRIED TO GO ABOVE AND BEYOND TO ASSIST IN THE SALES IN GETTING VHS CONVERTED TO A DVD FOR THE CUSTOMER. DUE TO SCHEDULING FOR THE HIGH PEAK SEASON OF HEATING CALLS THEY FAILED TO MAKE TIME TO GO HAVE A DVD MADE.
APPARENTLY CUSTOMER WAS TALKING TO THE TECHNICIAN AND RECEPTIONIST. MANAGEMENT AT TIME WAS NOT AWARE OF SUCH SERVICES.
CUSTOMER DOES HAVE THE DVD AND AS OF TODAYS DATE WE WILL SEND THE CUSTOMER THE DISPUTED AMOUNT.
THANK YOU
March 4, 2016 Revdex.com of New Mexico 7007 Jefferson St. NE Ste AAlbuquerque, NM 87109-4450 Re: [redacted] I reviewed the response given to my complaint by the A.B. Plumbing representative and find it somewhat conflicting and confusing. First, the company admits an inspection should have been scheduled. Then we were told to call the inspector ourselves to clarify codes. This we did. Then they say " Our company is fully aware that permits have to come from the licensed contractors and customers would not be able to call in for inspections themselves." They go on to state, "Protocol has to be followed and we have attempted to schedule an apt. with customer." A.B. also intends to charge us for any work and materials that may be required to meet codes. If protocol was to be followed, why was an inspection not ordered upon completion of the installation?- they state this is the company's responsibility. They allude to conversations I had with the tech. This is false. I had no conversations with the tech referencing permits or warranties- I asked no questions of him and I don't see how this is even relative to my complaint. I have submitted a copy of the agreement which states the six-year warrantees, including labor. No mention is made that these are "manufacturer" warrantees and I assume they are the company's. I hope you understand the difficulty I have had in attempting to resolve this situation with the company and I do appreciate your efforts on my behalf. Thank you. [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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The company's response is inaccurate. In addition to specifically asking the company about the format of recording being DVD at the time of scheduling the service - the technician confirmed with the company via phone that the VHS would be converted to DVD format before the service was performed. Additionally, there were multiple requests made of the company for the DVD after the service was performed, as plumbing work was being delayed based on the need of the DVD. Each of the multiple attempts to secure the DVD were met with responses from the organization that they would provide the DVD to me in a specific amount of time - non of these time-specific responses were honored.
I request monetary consideration in the form of $50 for non-compliance with the verbal agreements for the service.
Regards,
[redacted]
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
A.B Plumbing made documented visits that summer of with no evidence of occurrences of water leaks. In October the customer made an appoint for her switchover from cooling to heating, with no mention of water leaks then to tech.Recently the owner of A.BPlumbing visited with
customer to go over her concerns with our services. he observed the the roof has double layer of shingles. Installation of cooler was sealed on the flashing and the existing plenum around the evaporative cooler and the duct is rusted and of age.There is no evidence of when and who installed her evaporative cooler. Looks line the water is leaking under the layer of shingles from the coolerWe contacted the roofer. Their records show install was in and made one recent visit to go over her roofing concerns. They have no record of an annual contract with customer for yearly visits. Owner found several roof issues from previous roofing repairs by someone other than a licensed roofer which we feel is whats leaking . Roofer claims its not his repairs and no record of services.Though it is evident that there was a leak from the roof, there's no evidence that our company created the leak. Customer said to owner that there is no leak at the time of his visit. It rained several times since the summer of 2014. Not sure what Customer is requestingNew roof, New cooler, New Duct work?As for the faucet, the customer provided her own faucet with no pop up assembly which is rotted and the sink needs to be replaced. During owners visit there was a handyman present working on her sink.Owner of A.BPlumbing wanted to visit with owner is reason for delay in the response
RE: ***
OUR HOURLY RATE IS $MINIMUM OF HOUR PLUS TRAVEL CHARGE OF $SO NO MATTER
WHAT THE SERVICE AND THE TECH IS THERE FOR MINUTES OR MINUTES THE CALL IS A MINIMUM
HOUR
UNFORTUNATLEY IT IS UNFORSEEN FOR ANY PROVIDER OR TECHNICIAN TO KNOW WHAT WILL
ENTAIL
WITH ANY SERVICE CALLOUR TECHS ARE GIVEN A SERVICE TICKET FROM THE SCHEDULING AGENT
WITH CUSTOMER INFORMATION AND WHAT THE SERVICE CALL IS FOR
THIS PARTICULAR CALL THE TECHS SERVICE TICKET INDICATED A SWITCHOVER WHICH IS COOLER SHUT
DOWN AND HEAT START UPTHIS IS WHY OUR TECH CHECKED THE COOLER AND MENTIONED TO
CUSTOMER THAT THE SERVICE CALLS INCLUDED BOTH HEATING AND COOLINGUPON TURNING ON
THE FURNACE IT WOULD NOT FIRE UPTHE TECH WAS TRYING TO DO A DIAGNOSTIC TO FIGURE OUT
THE PROBLEM AND GET HEATTECHS DON’T COME ACROSS THE SAME UNITS DAILY ESPECIALLY WITH
THE VARIETY OF UNITS AND BRANDSTHEY ARE ALL MANUFACTURED DIFFERENTLY AND ARE NOT
A QUICK FIX NO MATTER HOW EXPERIENCED THE TECH ISA DIAGNOSTIC CAN TAKE 15MIN-MIN
OR MORE DEPENDING ON THE PROBLEMIN THIS BEING SAID THE TECH WAS THERE TO TURN ON A
FURNACE AND GET HEAT FOR CUSTOMER.
THE TECH DID MENTION IT WOULD NEED TO HAVE THE PILOT IGNITOR REPLACEDTHE CUSTOMER DID
NOT WANT TO PROCEED.
AFTER GOING OVER THE JOB WITH TECH AND REVIEWING THE CUSTOMERS COMPLAINTWE FELT THE
WORK WAS JUSTIFIEDIF TECH WOULD NOT HAVE TRIED TO RESOLVE THE PROBLEM TO GET HEAT
THEN HE WAS NOT DOING HIS JOB
WE WILL REFUND THE CUSTOMER AND HOPE THAT SHE UNDERSTANDS THAT A MAJORITY OF SERVICE
COMPANIES CHARGE A MINIMUM CHARGE AND ARE TO PROVIDE THE SERVICE REQUESTEDIN THIS
CASE GETTING (HEAT) ON
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the resolution of a refund of $44.75 plus tax is satisfactory to me. I understand the basic charge for a service call and that is not my issue. I feel that after an hour of trying to get the furnace started, the technician should have given me the choice for him to proceed or end the call because I would be paying extra. In this case I would have told him to stop because the furnace was old, I am on a budget and I had to get back to work.
Regards,
[redacted]
October 29, 2014
#[redacted]
A.B. Plumbing Inc. apologizes for the delay of such DVD in question. The
intent to distribute a DVD was not intended to be ignored. The customer
was fully aware at the time of schedule that A.B. Plumbing camera was
equipped only for VHS and...
not DVD. The technician did get payment for a
DVD to be copied but due to circumstances of appointments (heating) was
unable to locate vendor to make a copy. Customer called office only once
after to follow up about the DVD on the 7th to our attention to follow up
with the tech. DVD has since been made and delivered to customers
residence. Again A.B. Plumbing Inc. apologizes for delay on technicians oversight.
Thank you
A.B. Plumbing Inc.
the customer did contact our office about an inspection for a Water Heater that was replaced back in 2013. He was told by the other company that he was not code compliant and missing an expansion tank. I explained to him that due to the area he lives he did not need an...
expansion tank and that prior to pulling a permit for inspection I would need to schedule one of our techs to go out and make sure all is to code. Customer refused to have one of our techs go out to do this being is should have already been prepared for inspection when we installed. Yes there is agreement to that statement but as I explained it was obvious others have worked on his water heater since then as well. Being he is also being told it is not up to code, we need to verify that as well. If we need and only if we need to bring something up to code we would only charge him for the materials and for a permit fee. In 2013 customer only paid for a swap out of a water heater only. There is no permit fee applied. We have protocol to follow according to the inspection (City, County,State) offices. We gave him the direct phone number and name to talk to one of the city inspectors and voice his concerns about codes and expansion tank. Customer did call us back and said that the inspector had the same answers as our office did. As for the warranty of the water heater as explained we have a 1 year warranty parts and labor and then the 6 year is through the manufacturer as stated on the manual book that comes with the water heater. The 1 year only applies to water heaters purchased through us which he did. This warranty is pretty much standard throughout the industry.As we explained to the customer nothing is grandfathered and new codes have taken place since 2013. Customers direct questions that he wants answers to are questions about the tech that did the installation. We are unable to answer the questions that transpired between the tech and customer and then from back in 2013. Tech unfortunately is no longer employed with our company to direct customer to answer the questions.Our company is fully aware that permits have to come from the licensed contractors and customers would not be able to call in for inspections themselves We have tried to explain to customer the best of our ability that protocol has to be followed and we have attempted to schedule an appt. with customer.Sincerely,A.B. Plumbing Inc.
[redacted]. [redacted], **. [redacted] March 26, 2016 Revdex.com of New Mexico 7007 Jefferson St. NE Ste. AAlbuquerque, NM 87109 -4450 Re: [redacted] In response to 2/24/2016 message: The contractor states they are "willing to pull a city permit for inspection". It is my understanding this is required procedure with the installation of a new water heater. When I had a new furnace and air conditioner installed by another contractor they arranged for the city inspection as part of their service. I was not involved. I do not want to pursue this matter if, in fact, the contractor had no obligation to arrange for the city inspection at the time of installation. And, I do not want to incur any further charges. If my assumptions are proven wrong, please express my apologies to the contractor, and the matter is closed. I appreciate your attention. Thank you. [redacted]
#[redacted]
11/5/14
AFTER OUR 1ST RESPONSE TO CUSTOMER MANAGEMENT FURTHER QUESTIONED EMPLOYEES INVOLVED.
THE EMPLOYEES THAT MENTIONED DOING DVD UNFORTUNATELY TRIED TO GO ABOVE AND BEYOND TO ASSIST IN THE SALES IN GETTING VHS CONVERTED TO A DVD FOR THE CUSTOMER. DUE TO SCHEDULING FOR THE HIGH PEAK SEASON OF HEATING CALLS THEY FAILED TO MAKE TIME TO GO HAVE A DVD MADE.
APPARENTLY CUSTOMER WAS TALKING TO THE TECHNICIAN AND RECEPTIONIST. MANAGEMENT AT TIME WAS NOT AWARE OF SUCH SERVICES.
CUSTOMER DOES HAVE THE DVD AND AS OF TODAYS DATE WE WILL SEND THE CUSTOMER THE DISPUTED AMOUNT.
THANK YOU
March 4, 2016 Revdex.com of New Mexico 7007 Jefferson St. NE Ste AAlbuquerque, NM 87109-4450 Re: [redacted] I reviewed the response given to my complaint by the A.B. Plumbing representative and find it somewhat conflicting and confusing. First, the company admits an inspection should have been scheduled. Then we were told to call the inspector ourselves to clarify codes. This we did. Then they say " Our company is fully aware that permits have to come from the licensed contractors and customers would not be able to call in for inspections themselves." They go on to state, "Protocol has to be followed and we have attempted to schedule an apt. with customer." A.B. also intends to charge us for any work and materials that may be required to meet codes. If protocol was to be followed, why was an inspection not ordered upon completion of the installation?- they state this is the company's responsibility. They allude to conversations I had with the tech. This is false. I had no conversations with the tech referencing permits or warranties- I asked no questions of him and I don't see how this is even relative to my complaint. I have submitted a copy of the agreement which states the six-year warrantees, including labor. No mention is made that these are "manufacturer" warrantees and I assume they are the company's. I hope you understand the difficulty I have had in attempting to resolve this situation with the company and I do appreciate your efforts on my behalf. Thank you. [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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The company's response is inaccurate. In addition to specifically asking the company about the format of recording being DVD at the time of scheduling the service - the technician confirmed with the company via phone that the VHS would be converted to DVD format before the service was performed. Additionally, there were multiple requests made of the company for the DVD after the service was performed, as plumbing work was being delayed based on the need of the DVD. Each of the multiple attempts to secure the DVD were met with responses from the organization that they would provide the DVD to me in a specific amount of time - non of these time-specific responses were honored.
I request monetary consideration in the form of $50 for non-compliance with the verbal agreements for the service.
Regards,
[redacted]
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]