Albuquerque Plumbing, Heating & Cooling

We will make sure you are happy with the drywall repairIf you would like us to send out a different drywall company I can send out Perfection DrywallI also sent you an email with the tracking information for your check and my contact infoI 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 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 removedThe pressure test was performed and the test failed [redacted] then instructed us that he would have his workers find the leaks and repairHe later called us out to retest after his workers completed repairs, the test failed a second timeWe 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 pressureIn 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 testCode 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+ visitsWhen 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 nowWe 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 correctAnother 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 incoherentThe last time Mr [redacted] called in and was rude to the dispatchers was the last drawCursing at our staff is not a situation that we will not tolerateWe 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 $Dollars of billable time in Missed appointments and last minute reschedulesWe 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 performedWe are glad he was able to get his code issues resolved and wish him and his wife the best Matthew G [redacted] CEO

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 managerShe was able to send someone out to our house who knew more about sprinkler systems and to finally resolve the problemThe company made it clear that they wanted us to be happy with the service, and the manager was very graciousI would just like to see this level of communication and professionalism across the boardThe 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 trustThank you!

Good Afternoon, I have attached a copy of the signed invoice for this jobAny time a customer supplies part and or material it voids any warranty from usThe customer had attempted the repair and it still was leakingThe customer called us to come out and fix the leakUpon arrival our technician discovered the parts and been installed backwardsOur technician advised the customer the parts could be damaged from improper installHe offered to install new parts he had on his service vehicle and the customer did not want them installedThe parts installed by the technician were supplied by the customerOur 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 chargeThe customer did not want to payOne 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 thisThank you

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]

I would like to start by emphasizing how focused Albuquerque Plumbing Heating & Cooling is on work quality and customer satisfactionThis is a great learning opportunity for both the company and the customerAs the customer indicated no leak was found during the first visitThis is a true statement because no leak was present at that timeWe arrived with all the components to perform a very thorough leak locationWe identified that upon our arrival there was no flow of water into the homeThis is an indicator of no leak as when no appliances are being operated the piping system should have no water flowThe technician then used his judgement twice, the first was to determine that no leak was presentThe second was not to bill the customer the $leak location fee they had approved when booking the appointmentI 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 authorityHad he performed the entire leak location he may have found the leaky toilet at a cost of $plus repair’sWe returned and found the toilet was faulty and bypassing water intermittentlyThere was no leaking of water on the floor or any other signs of a leaking waterThe wasted water was flowing down the drain whenever the problem presented itselfI know that this job was performed in a way that was intended to save the customer moneyAnd it succeeded, had we performed a leak location with our leak location equipment that cost would have been $The repair would have been an additional $this would have brought their bill to $plus taxThe combined cost of the customer repairs in this instance was less than the initial leak location fee they were quotedI think being able to save this customer money was a great successI believe that this shows some great areas for training for the techniciansI believe this confusion about not performing the leak location during the first visit was a breakdown in communicationI have been working with the plumbing manager to ensure that this miscommunication does not happen againI am willing to refund ½ of the original visit due to poor communication from the technician to the customerI believe that this is more than fare and shows our focus on customer satisfactionOn this call the customer will have a total cost of $on a job that could have most likely been $including tax if we had used the leak location equipment to resolve the issue on the first visitMy 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 valuesThank you for the opportunity to look inward and ensure that our technicians our delivering this to customer day in and day outMatthew G [redacted]

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 coolerI 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 I have not heard back regarding when I can expect my refund or the swamp cooler removalCan 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 responseIf the consumer does not provide a reason the complaint will be closed Answered]