Abbey Plumbing & HVAC

ABBEY PLUMBING & HVAC, LLC SCHULTZ RD LANSDALE, PA TELE: ###-###-#### FAX: ###-###-#### HIC # [redacted] September 14, Better Business Bureau Re: ID# [redacted] On 8/27/we received a dispatch from MrP***’s home warranty company (***) to investigate the complaint of a leaking water heaterWe arrived on 8/28/and determined that the water heater needed to be replacesMrP [redacted] paid $for his service feeThe service fee is a payment due by the homeowner per their contract with [redacted] warrantyIt is the homeowner’s portion of payment due to the mechanic to diagnosis the complaint, which Abbey Plumbing did Abbey Plumbing then contacted [redacted] with our diagnosis in order to get approval from them to change out the water heaterWe received notification from [redacted] on 8/29/that Mr P [redacted] had stated that his specific township did not require permitsIt also stated that expansion tanks were not necessaryAbbey Plumbing contacted his township directly to verify this informationWe were informed by his township that they did not require expansion tanks, but only if the customer was on a well We left MrP [redacted] a voice mail on 8/29/asking him to contact us so that we could verify what type of water service he hadMrP [redacted] did not call us back with that informationAs far as the policies and procedures of Abbey Plumbing, we pull permits to have work inspected for the safety of all parties concerned and most townships do require themIf we run into a township that does not require them, we handle it on a case by case basisThermal expansion tanks are always requiredA well tank for a well is not engineered for thermal expansion from a water heater We also never told Mr P [redacted] that a drain plug and plug were necessaryWe gave this information to [redacted] as an OPTIONWe give it to all of our customersThe $will not be refunded as this is his contractual obligation of payment per his home warranty that he signed a contract withAny questions regarding this payment would have to be addressed directly with them MrP [redacted] is also entitled to his opinion as to the ethics of our companyHowever, we have been in business for years and are a second generation plumbing and heating companyWe have been doing business with [redacted] for over years and would not still be doing business with them if we were “ripping people off” Sincerely, Jacquelyn A [redacted] Abbey Plumbing & HVAC, LLC

I conducted some research regarding plumbing codes for PaHere is what I found; My home was built even prior to and is on a private wellAnd I thought that the Pressure/temperature valve to relieve any over pressure/temperature Question My home was built in PA in I am selling and the buyer's inspector said I need an expansion tank on my electric hot water heater to bring it up to code It does have an expansion valve I don't understand how this house past inspection if code states I need an expansion tank Is it true that this is the code? Answer A home built in will not meet today's code in 2011, nor is it required to The Pennsylvania Uniform Construction Code in effect today did not exist then Today an expansion tank is required in new construction because a check valve is required in the water service pipe which prevents the expanding heated water from pushing out back towards the street mainIn older homes without that valve, the expansion tank was not required unless the municipality had that requirement in their ordinances when the home was builtThe house probably did pass required inspections when it was built Water companies are sometimes requiring the installation of a check valve in the water service to prevent contamination of their system If that was done, then the expansion tank should be installed If you still have the builder's original water heater in there, it's probably nearing the end of it's useful lifespanwhen it gets replaced, just add the expansion tank then A home inspector is not permitted to perform code inspectionsThe only people permitted to perform code inspections are those properly certified by the state and employed by the municipality or the municipality's contracted third party inspection agencyA home inspector is regulated by a different lawThere's also nothing that says you have to do anything because a home inspector or a realtor says toIf the buyer wants to install an expansion tank, they're welcome to after they own they home; but it's all relative to the price you're getting Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Extremely poor customer service & follow-up.
11/2013
~ I had Abbey plumbing install my tankless water heater. It took longer than they anticipated so they needed to come back a second day and I had to leave them in my house alone.
~ Upon my return from work there was a mess left by the workers and my house was left unlocked. Due to these inconveniences I was offered a free maintenance on the water heater approx. 18 months from install and was assured it was in their notes to follow up accordingly. This would have been 5/2014.
7/10/2015
~ Had an appointment to have service done and rep would show up 9am-10am.
~ Received a call at 8am indicating that rep is not showing up so service was rescheduled for 7/22/2015 @ 7:30am-8am.
7/22/2015
~ No one showed up or called cancelling appointment. On 7/27 I spoke to Dan Abbey and he said he texted me why he couldn't make it on 7/22. Granted Dan doesn't have my cell #. It was a lie. He told me he would call the end of the week to give me new date.
8/5/15
~ I never heard from anyone so I called their office and they said they needed to talk to Dan and would get back to me.
8/6/15
~ Received email from Jackie/Shannon from office stating that I would hear from Dan on this date. I never heard from him so I sent an email to their office.
8/7/15
~ Received an email from Jackie/Shannon from office apologizing, stating they need to talk to Dan to get some answers.
8/13/15
~ Did not hear from Abbey plumbing so I sent another email.
8/14/15
~ Received an email from the office stating that they wanted to finish up bigger jobs before they schedule maintenance. Granted I had appointments already scheduled for 7/10 & 7/22.
8/17/15
~ Received an email from the office they are definitely looking after 8/24 to do the service.
9/8/15
~ I haven't heard from the office so I sent an email with any updates.
9/10/15
~ Shannon responds with some dates that were available they didn't work for me so I asked for the following week.
9/14/15
~ We agreed upon 9/22 from 10am-2pm.
9/22/15
~ At 1:20pm I received a phone call from Dan stating they are running late and can not make it by 2pm. I then asked them to come after 4:30pm. At 4:46pm I called Dan and asked what the status of someone coming was. He said he'd get back to me. 5:17pm I called Dan to check in and had to leave a message. 5:49pm I called Dan to check in and had to leave a message again. This time I called the number on his voice mail which he stated was an emergency number. I could not get a hold of anyone or leave a message. 6pm I called another phone number and Dan indicated that his guy that was on the previous job went home. I demanded Dan to come himself and do the service and be done once and for all.
7pm Dan calls to back out of service. After a few calls back and forth we scheduled maintenance for 9/23 @ 10am.

ABBEY PLUMBING & HVAC, LLC
2120 SCHULTZ RD
LANSDALE, PA. 19446
TELE: ###-###-####
FAX:  ###-###-####
HIC # [redacted]
September 14, 2014
RevDex.com
Re: ID# [redacted]
[redacted]
On 8/27/14 we
received a dispatch from Mr. P[redacted]’s home warranty company ([redacted]) to
investigate the complaint of a leaking water heater. We arrived on 8/28/14 and
determined that the water heater needed to be replaces. Mr. P[redacted] paid $75 for
his service fee. The service fee is a payment due by the homeowner per their
contract with [redacted] warranty. It is the homeowner’s portion
of payment due to the mechanic to diagnosis the complaint, which Abbey Plumbing
did.
Abbey Plumbing then
contacted [redacted] with our diagnosis in order to get approval from them to change
out the water heater. We received notification from [redacted] on 8/29/14 that Mr.
P[redacted] had stated that his specific township did not require permits. It also
stated that expansion tanks were not necessary. Abbey Plumbing contacted his
township directly to verify this information. We were informed by his township
that they did not require expansion tanks, but only if the customer was on a
well.  We left Mr. P[redacted] a voice mail on
8/29/14 asking him to contact us so that we could verify what type of water service
he had. Mr. P[redacted] did not call us back with that information. As far as the
policies and procedures of Abbey Plumbing, we pull permits to have work
inspected for the safety of all parties concerned and most townships do require
them. If we run into a township that does not require them, we handle it on a
case by case basis. Thermal expansion tanks are always required. A well tank
for a well is not engineered for thermal expansion from a water heater.
 We also never told Mr P[redacted] that a drain plug
and plug were necessary. We gave this information to [redacted] as an OPTION. We give
it to all of our customers. The $75 will not be refunded as this is his
contractual obligation of payment per his home warranty that he signed a
contract with. Any questions regarding this payment would have to be addressed
directly with them.
Mr. P[redacted] is also
entitled to his opinion as to the ethics of our company. However, we have been
in business for 38 years and are a second generation plumbing and heating
company. We have been doing business with [redacted] for over 10 years and would not still be doing business with them if we were
“ripping people off”.
Sincerely,
Jacquelyn A[redacted]
Abbey Plumbing &
HVAC, LLC

I conducted some research regarding plumbing codes for Pa. Here is what I found; My home was built even prior to 2000 and is on a private well. And I thought that the Pressure/temperature valve to relieve any over pressure/temperature.
Question
My home was built in PA in 2000.  I am selling and the buyer's inspector
said I need an expansion tank on my electric hot water heater to bring it up to
code.  It does have an expansion valve.  I don't understand how this
house past inspection if code states I need an expansion tank.  Is it true
that this is the code?
Answer
A home built in 2000 will not meet today's code in 2011, nor is it required to.
The Pennsylvania Uniform Construction Code in effect today did not exist then.
Today an expansion tank is required in new construction because a check valve
is required in the water service pipe which prevents the expanding heated water
from pushing out back towards the street main. In older homes without that
valve, the expansion tank was not required unless the municipality had that
requirement in their ordinances when the home was built. The house probably did
pass required inspections when it was built.
Water companies are sometimes requiring the installation of a check valve in
the water service to prevent contamination of their system.  If that was
done, then the expansion tank should be installed.
If you still have the builder's original water heater in there, it's probably
nearing the end of it's useful lifespan. when it gets replaced, just add the
expansion tank then.
A home inspector is not permitted to perform code inspections. The only people
permitted to perform code inspections are those properly certified by the state
and employed by the municipality or the municipality's contracted third party
inspection agency. A home inspector is regulated by a different law. There's
also nothing that says you have to do anything because a home inspector or a
realtor says to. If the buyer wants to install an expansion tank, they're
welcome to after they own they home; but it's all relative to the price you're
getting.  
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Review: We have a home warranty. Our electric water heater is leaking, which is covered under the warranty. Abbey Plumbing was sent by the warranty company to diagnose the problem on Aug. 28. I received a call on Aug. 29 stating additional charges not covered under the home warranty contract. These included needing a permit and an expansion tank. My home is also on a private well. Additionally an electric water heater has a pressure relief valve. I contacted the local Township Building and Zoning Director. I was told a permit is not required to replace a water heater and that an expansion tank is a personal option. Additionally I was told I needed a drain pan. The basement does not have a floor drain. So what good is the drain pan? I feel like this company is out to rip people off with this tactic as most people will not question this.Desired Settlement: I feel that this company owes me an apology and should be fined for attempting to "up charge" a job which most people will not question. I would like my $75 returned.

Business

Response:

ABBEY PLUMBING & HVAC, LLC

2120 SCHULTZ RD

LANSDALE, PA. 19446

TELE: ###-###-####

FAX: ###-###-####

HIC # [redacted]

September 14, 2014

RevDex.com

Re: ID# [redacted]

On 8/27/14 we

received a dispatch from Mr. P[redacted]’s home warranty company ([redacted]) to

investigate the complaint of a leaking water heater. We arrived on 8/28/14 and

determined that the water heater needed to be replaces. Mr. P[redacted] paid $75 for

his service fee. The service fee is a payment due by the homeowner per their

contract with [redacted] warranty. It is the homeowner’s portion

of payment due to the mechanic to diagnosis the complaint, which Abbey Plumbing

did.

Abbey Plumbing then

contacted [redacted] with our diagnosis in order to get approval from them to change

out the water heater. We received notification from [redacted] on 8/29/14 that Mr.

P[redacted] had stated that his specific township did not require permits. It also

stated that expansion tanks were not necessary. Abbey Plumbing contacted his

township directly to verify this information. We were informed by his township

that they did not require expansion tanks, but only if the customer was on a

well. We left Mr. P[redacted] a voice mail on

8/29/14 asking him to contact us so that we could verify what type of water service

he had. Mr. P[redacted] did not call us back with that information. As far as the

policies and procedures of Abbey Plumbing, we pull permits to have work

inspected for the safety of all parties concerned and most townships do require

them. If we run into a township that does not require them, we handle it on a

case by case basis. Thermal expansion tanks are always required. A well tank

for a well is not engineered for thermal expansion from a water heater.

We also never told Mr P[redacted] that a drain plug

and plug were necessary. We gave this information to [redacted] as an OPTION. We give

it to all of our customers. The $75 will not be refunded as this is his

contractual obligation of payment per his home warranty that he signed a

contract with. Any questions regarding this payment would have to be addressed

directly with them.

Mr. P[redacted] is also

entitled to his opinion as to the ethics of our company. However, we have been

in business for 38 years and are a second generation plumbing and heating

company. We have been doing business with [redacted] for over 10 years and would not still be doing business with them if we were

“ripping people off”.

Sincerely,

Jacquelyn A[redacted]

Abbey Plumbing &

HVAC, LLC

Consumer

Response:

I conducted some research regarding plumbing codes for Pa. Here is what I found; My home was built even prior to 2000 and is on a private well. And I thought that the Pressure/temperature valve to relieve any over pressure/temperature.

Extremely poor customer service & follow-up.
11/2013
~ I had Abbey plumbing install my tankless water heater. It took longer than they anticipated so they needed to come back a second day and I had to leave them in my house alone.
~ Upon my return from work there was a mess left by the workers and my house was left unlocked. Due to these inconveniences I was offered a free maintenance on the water heater approx. 18 months from install and was assured it was in their notes to follow up accordingly. This would have been 5/2014.
7/10/2015
~ Had an appointment to have service done and rep would show up 9am-10am.
~ Received a call at 8am indicating that rep is not showing up so service was rescheduled for 7/22/2015 @ 7:30am-8am.
7/22/2015
~ No one showed up or called cancelling appointment. On 7/27 I spoke to Dan Abbey and he said he texted me why he couldn't make it on 7/22. Granted Dan doesn't have my cell #. It was a lie. He told me he would call the end of the week to give me new date.
8/5/15
~ I never heard from anyone so I called their office and they said they needed to talk to Dan and would get back to me.
8/6/15
~ Received email from Jackie/Shannon from office stating that I would hear from Dan on this date. I never heard from him so I sent an email to their office.
8/7/15
~ Received an email from Jackie/Shannon from office apologizing, stating they need to talk to Dan to get some answers.
8/13/15
~ Did not hear from Abbey plumbing so I sent another email.
8/14/15
~ Received an email from the office stating that they wanted to finish up bigger jobs before they schedule maintenance. Granted I had appointments already scheduled for 7/10 & 7/22.
8/17/15
~ Received an email from the office they are definitely looking after 8/24 to do the service.
9/8/15
~ I haven't heard from the office so I sent an email with any updates.
9/10/15
~ Shannon responds with some dates that were available they didn't work for me so I asked for the following week.
9/14/15
~ We agreed upon 9/22 from 10am-2pm.
9/22/15
~ At 1:20pm I received a phone call from Dan stating they are running late and can not make it by 2pm. I then asked them to come after 4:30pm. At 4:46pm I called Dan and asked what the status of someone coming was. He said he'd get back to me. 5:17pm I called Dan to check in and had to leave a message. 5:49pm I called Dan to check in and had to leave a message again. This time I called the number on his voice mail which he stated was an emergency number. I could not get a hold of anyone or leave a message. 6pm I called another phone number and Dan indicated that his guy that was on the previous job went home. I demanded Dan to come himself and do the service and be done once and for all.
7pm Dan calls to back out of service. After a few calls back and forth we scheduled maintenance for 9/23 @ 10am.