Albuquerque Plumbing, Heating & Cooling, Inc.

We take any concerns from all of our customers very seriouslyAs soon as this was brought to my attention I was able to get the head of our HVAC department involvedHe has been out to our customer's home and we have reached a resolution we both are happy withWe appreciate our customer giving us
this chance to make things right for her

[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 received the refund check and have scheduled with the Drywall Company to preform the ceiling repairs on Friday, December 8thI will find the resolution complete when the dry wall work has been completed to my satisfactionThank You
Regards,
*** ***

I have made contact with the customer in this complaint and
we have already repaired his furnaceI fully acknowledge that the damage was
caused by Albuquerque PlumbingI have made immediate changes to the technician’s
processes and procedures to ensure no mistake like this is made againI am
so
sorry for the inconvenience this caused the customerWe will be fulfilling all
of the customers’ requests in this case to show our continued focus on of our
core values INTEGRITY and CUSTOMER SERVICE
Thank You
Matthew G***
CEO

I have been informed the refund check has been cut and will be in the mail tomorrowI will email our customer with the tracking info for the refund checkAlso the HVAC manager has arranged to have drywall repairs to be completed no later than 11/Our HVAC manager should be in touch with our customer shortly to schedule the removal of the swamp cooler

[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 ***, and find that this resolution is satisfactory to meA full refund of the original (and duplicate charges)
Regards,
*** ***

[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 10938382, and find that this resolution is satisfactory to meThe complaint on case #*** has been all taken care ofAnthony from Albuquerque Plumbing and Heating came and took care of the leak in a very courteous, fast and professional wayI'm very satisfied that I finally got my leak fixedThank YouThe case is closed
Regards,
*** ***

Thank you for reaching out and making us aware of your experience with our CompanyWe strive to provide the best customer service to all our customersWe recommend having the cleanouts install to ease the cost of future drain clearing and speed of the serviceWe understand your frustration with
the situation and would like to offer a refund of $

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. They repaired the damage to our furnace on the day they contacted us.  I have not received reimbursement for the repair performed byb the other company but I am confident that will occur soon.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
On Tuesday, November 7, I sent Jason pictures (via text
message) of the drywall repair and the unevenness of my ceiling because I wanted
his opinion regarding the quality of the job. He told me Nestor would be back
on Saturday, November 11 to finish the job, but did not comment of the quality.
The pictures were probably difficult to interpret. I planned to show Jason the
ceiling on Tuesday, November 8 when he showed up with his crew to remove the swamp
cooler, but he was unable to meet with me. Anthony, another manager, was at my
house on Tuesday, November 8 to supervise the removal of the swamp cooler, and
I asked him about the repair. He has seen the drywall repair, and has taken a
video demonstrating the unevenness of the repair. Anthony mentioned that it looked like the job
would have to be redone, and that he would show the video to Jason and let me
know what was going on.
All I know is that the ceiling was not bowed/sagging
prior to the installation of the swamp cooler, and now there is an obvious
unevenness in my ceiling, even after the repair. Is it possible to have another
dry wall company look at my ceiling and perform the necessary repairs? Thanks.  
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 the complaint will be closed Answered]

We will make sure you are happy with the drywall repair. If you would like us to send out a different drywall company I can send out Perfection Drywall. I also sent you an email with the tracking information for your check and my contact info. I will make sure this is resolved to your satisfaction.

Dear Revdex.com
In regards to customer [redacted] and residence [redacted]. All work, scheduling, and communication was ran through her
husband [redacted].
 Work originally began
on May 14th of 2015. The original reason for call was to perform a
mercury test on the gas system of the...

home due to the fact that the home was
vacant the gas meter had been removed. The pressure test was performed and the
test failed. [redacted] then instructed us that he would have his workers find the
leaks and repair. He later called us out to retest after his workers completed
repairs, the test failed a second time. We identified all the leaks for him
with a leak locate but once again he refused to have us perform the repairs and
stated he would have his guys fix it.
We returned to perform pressure test and system held
pressure. In between our last visit and the inspection he had someone install a
water heater which was not to code so the inspector failed the mercury test. Code
requires all new installation to be brought up to compliance with current administrative
code for consumer safety.
We had tried on MULTIPLE occasions to return and repair the
situation on appointments approved by Mr. [redacted]. He was not present for nor
could be reached by phone during 3+ visits. When Mr. [redacted] later returned our
calls he stated he would call us back when he needed us.
 Two months went by
when we heard from [redacted] stating that he wanted the work done now. We returned
to make the code upgrades to the water heater and the inspection was scheduled.
Once again between the last visit and the inspection he had someone replace the
evaporative cooler which also requires a permit, due to this the inspection
failed.
The evaporative cooler was improperly installed and was
going to take a considerable amount of labor to correct. Another estimate was
given for the upgrades to bring the newly installed unit to code compliance.
Two more times the scheduled appointment that was made with Mr. [redacted] were without
resolution as he was unreachable and not on the job site at the agreed upon
time.
 Mr. [redacted] was
EXTREMELY difficult to deal with because he was constantly missing appointments
that were scheduled, He was also EXTREMELY rude to our dispatchers, and he was
always incoherent. The last time Mr. [redacted] called in and was rude to the dispatchers
was the last draw. Cursing at our staff is not a situation that we will not
tolerate. We had invested immense amounts of effort and labor to try and
resolve the issues with his self-managed repairs.
We advised Mr. [redacted] that we would recommend he find
another HVAC company due to the fact that we had invested over $1000 Dollars of
billable time in Missed appointments and last minute reschedules. We are very
upset that this complaint has escalated to this level however we cannot in good
conscience believe that Mr. [redacted] is due any refund on the work performed. We
are glad he was able to get his code issues resolved and wish him and his wife
the best.
Matthew G[redacted]
CEO

Complaint: [redacted]
I am rejecting this response because:The resolution was agreed upon, on October 25th, but the company has taken no action to refund the money or pick up the swamp cooler. I called Jason on Friday, November 3rd to ask when I can expect my refund and the removal of the swamp cooler, and he said he would take care of it on Monday, November 6. I have not heard back regarding when I can expect my refund or the swamp cooler removal. Can I get a commitment from this company as to when I can expect my refund and the removal of the swamp cooler?
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 the complaint will be closed Answered]

Good
Afternoon,
I have
attached a copy of the signed invoice for this job. Any time a customer
supplies part and or material it voids any warranty from us. The customer
had attempted the repair and it still was leaking. The customer called us to
come out and fix the leak. Upon...

arrival our technician discovered the
parts and been installed backwards. Our technician advised the customer the
parts could be damaged from improper install. He offered to install new
parts he had on his service vehicle and the customer did not want them
installed. The parts installed by the technician were supplied by the
customer. Our technician did call the customer back to let him know if we
did come back out this would not be cover by the warranty, so yes there
would be a charge. The customer did not want to pay. One of our managers
did call the customer to provide further explanation and to find a
resolution.  Please contact me if you have any further questions regarding this. Thank you .

As a long time customer of Albuquerque Plumbing, the experience Mr. [redacted] had on 4/26/2016 is out of character for our company. We have switched to a new software and we are finding some issues. Unfortunately our customer have had to feel the growing pains with us. We would like to issue a...

complete refund to Mr. [redacted]. We have already issued a refund for the double charge. Please let me know if this will be acceptable to you Mr. [redacted].

I am sorry that this issue has escalated to this level
without a resolution for the customer. I can see this job went off track from
company standards involving communication with our customers. If communication
was correct from the beginning this customer would have been advised that 20+
year...

old plastic washer boxes do become brittle and run the risk of cracking
when parts are being removed or installed on them. Our technicians are required
to contact there supervisor immediately any time a customer is displeased with
any work performed. This protocol is why the tech brought it to the customer’s
attention immediately. I am sure a second call-in from the customer to the
office would not have been required if the technician felt the customer was
displeased and did not “laugh it off” at the time of service.
The dispatchers in our office are only allowed to authorize
a return visit on possible warranty calls. They cannot nor can any technician
determine if a call is warranty via a phone call. We will always come out on
possible warranty calls at no charge to determine if there is a warranty issue.
As we did in this instance. Unfortunately the plumbing supervisor determined
due to the age of the washer box that no measures would have kept her end of life washer box from cracking.
At this point the customer was given the option of having
the valve replaced at a heavily discounted rate to offset her troubles. Unfortunately
this type of repair does have a slight amount of drywall removal required. When
the customer was advised that we could put her in contact with a great drywall
company but we could not cover the cost and that it would be additional we were
asked to leave her home.
I am sorry that we were unable to perform the repairs the
customer initially requested without her washer box cracking. We have all
experienced 20+ year old plastic and know how brittle it can become. I would be
more than happy to refund the money the customer has paid for this repair as a
good will token in the hopes that we can retain her as a customer.
 
All technicians are trained to advise there customers of the
risks of working on old or end of life equipment. I have personally already redirect
all of our technicians to reiterate the importance of thoroughly advising our
customers of possible issues due to the age and condition of their existing
plumbing system.
Thank you
Matthew G[redacted]
President

Update: After being unable to resolve this with the plumbers who had done the work on our system, I called the company and spoke to a manager. She was able to send someone out to our house who knew more about sprinkler systems and to finally resolve the problem. The company made it clear that they...

wanted us to be happy with the service, and the manager was very gracious. I would just like to see this level of communication and professionalism across the board. The people who do the work need to request help if they cannot fix something, and they need to understand that proposing bigger jobs instead of fixing a smaller one is not a good way to instill trust. Thank you!

I would like to start by emphasizing how focused Albuquerque Plumbing Heating & Cooling is on work quality and customer satisfaction. This is a great learning opportunity for both the company and the customer. As the customer indicated no leak was found during the first visit. This is a true...

statement because no leak was present at that time. We arrived with all the components to perform a very thorough leak location. We identified that upon our arrival there was no flow of water into the home. This is an indicator of no leak as when no appliances are being operated the piping system should have no water flow. The technician then used his judgement twice, the first was to determine that no leak was present. The second was not to bill the customer the $300 leak location fee they had approved when booking the appointment. I know this technician did a great job of thinking of the customer best interest by trying to be efficient and reduce the customers cost during a situation that may have been a misdiagnosis by the water authority. Had he performed the entire leak location he may have found the leaky toilet at a cost of $300.00 plus repair’s. We returned and found the toilet was faulty and bypassing water intermittently. There was no leaking of water on the floor or any other signs of a leaking water. The wasted water was flowing down the drain whenever the problem presented itself. I know that this job was performed in a way that was intended to save the customer money. And it succeeded, had we performed a leak location with our leak location equipment that cost would have been $300.00. The repair would have been an additional $95.00. this would have brought their bill to $395.00 plus tax. The combined cost of the customer repairs in this instance was less than the initial leak location fee they were quoted. I think being able to save this customer money was a great success. I believe that this shows some great areas for training for the technicians. I believe this confusion about not performing the leak location during the first visit was a breakdown in communication. I have been working with the plumbing manager to ensure that this miscommunication does not happen again. I am willing to refund ½ of the original visit due to poor communication from the technician to the customer. I believe that this is more than fare and shows our focus on customer satisfaction. On this call the customer will have a total cost of $200.09 on a job that could have most likely been $425.21 including tax if we had used the leak location equipment to resolve the issue on the first visit. My hope is that the customer as well as the Revdex.com will see that our focus on customer satisfaction is not a slogan for advertising but one of Albuquerque Plumbing’s core values. Thank you for the opportunity to look inward and ensure that our technicians our delivering this to customer day in and day out. Matthew G[redacted]