Alpine Plumbing Inc.

This is in response to a complaint filed by MsStephanie *** on June 14, I am writing to refute her statements, as they are inaccurateOn March 13, 2017, Ms*** contacted Navarrette Mechanical/Alpine Plumbing due to a furnace at one of her rental problems not
producing heatA service technician went to Ms***’s property that day to address the issue with her furnaceUpon inspection, the service technician found the furnace inoperable, as it was not producing heatContrary to Ms***’s statements, he in fact found a mouse in the burner box that day and removed itHe then cleaned the sensors and started the furnaceThe furnace was back to being operational once the service technician had completed the job and leftOn March 15, 2017, Ms*** again contacted us for the same no heat issue with the furnaceA service technician was sent out that day and checked over the furnaceWhile working on the furnace, he moved the wire harness for the vent damper, prompting the furnace to start upTo see if that was in fact the issue, he moved the wire harness againThis caused the furnace to go out, indicating that this was indeed the issue with the furnaceAs the furnace had started and was working after the technician’s work on March 13th, which did not involve the wire harness, there was no indication that this was the issue with the furnaceIt was not until the second inspection that the wire harness was found to be the issueIt is difficult to tell if there is bad wiring when a furnace is working, which was the case in the first service callWhile we at Navarrette Mechanical/Alpine Plumbing always strive to serve our clients as efficiently as possible, this does happen from time to time, creating a call back situationHaving found the issue with the furnace, the technician called *** *** to order a new part*** *** did not have the part in stock at that timeThe part was ordered and required the technician to return to Ms***’s property when the part was inHowever, before leaving, the technician positioned the harness so it would remain operable until the part came inThis was a temporary solution to assist Ms*** until the part came in and her furnace could be repairedOn April 14, 2017, the technician returned to Ms***’s property and installed the wiring harnessThe part was on back order until this time, so this was the soonest that the technician could come back to install the partAfter installing the new part the technician fired up the furnace and it workedMs*** has not called or given any indication that her furnace has not worked since this dateI would like to also address Ms***’s other comments that were unrelated to the above matter, and quite frankly, untrueDue to a lack of detail in Ms***’s statements, it is unclear which instance she is referring to in stating that a service technician did not clean her air conditioner and was only there for half an hourHowever, Navarrette Mechanical/Alpine Plumbing takes great pride in its work and would not leave a job uncompletedCustomer satisfaction is our number one goal and we have a track record of achieving this goalThis alleged situation does not reflect our values and history of excellent serviceFurther, Ms*** never contacted the company about this alleged incidentIf a job was in fact not completed, a reasonable person would contact the company to remedy the situationThis is not the case, likely due to the fact that this did not occurIn regard to Ms*** alleging that she “watched a service tech manipulate [a] furnace for almost hours” and that “in hindsight, [she] realized he was just running up the bill”, this again is simply untrue for the reasons stated aboveAgain, Ms*** never contacted the company about this alleged incidentAgain, she likely did not do this because it did not occurMs*** also makes the assertion that Navarrette Mechanical/Alpine Plumbing has “fraudulent practices and dishonest service tech.” If this were in fact the case, I find it surprising that Ms*** continually chose to continue working with our companyOne would think that if a company were in fact fraudulent and dishonest, one would cease working that companySincerely, David ** ***

We were contacted by Andrew *** on September 8th to come to his rental property at *** * *** *** ** *** *** ***. Andrew stated there was no water coming out of the kitchen faucet. We setup a service appointment for September 10th between and
4pm. Andrew was not going to be there but his tenant was. Andrew wanted our plumber to call when we were on site. On September 10th our plumber arrived to find there was no water pressure at the kitchen faucet and the sprayer hose had a split in it. Our plumber recommended to Andrew to replace the faucet because of its age but Andrew said he only wanted to repair it. Our plumber installed a Delta faucet rebuild kit and installed a new sprayer hose. The water pressure increased at the faucet but when the sprayer hose was changed it did not solve the entire issue with the sprayer. It turned out the sprayer head needed to be replaced also but when Andrew was notified of this he said he didn’t want to spend any more money. My plumber also told Andrew he suspected that the old water supply piping had become clogged and recommend replacing it to solve the problem in its entirety. I have attached the original invoice of $which Andrew called in to get reduced because he thought the charge was to high. We reduced the price to $which Andrew paid. Andrew then contacted us in April saying that the kitchen faucet again was not working and he wanted us to come back under warranty to fix it for free. Andrew was told that we offer a month warranty on repairs and we questioned him that if this had not been working since our visit in September that he should have notified us then. Andrew continued to say he wanted us to come out for free to fix the plumbing or give him a refund on his $211.27. We stated that we were not going to do either. Andrew then sent an email to us on April 12, which is attached also. In the email he quotes his tenant stating that “the overall system needed fixing or replacement, but doing so was going to cost more than Andrew was willing to pay, so he fixed what he could up to a point but said it was a very marginal fix”. We would be glad to come out and replace the kitchen faucet and sprayer head like we recommended in the first place, but the customer will need to pay for the service call and materials (faucet and sprayer). Thank you, Scott *** ***Alpine Plumbing & Heating Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The sprayer neither worked before nor after their visitMy tenant confirms this. The technician did not say at the time what is now being alleged Specifically, he did not seek further funds to buy a sprayer head - which, if the issue is that ofvolume, would make no differenceNor did the technician leave any equipment that he said was replacedNor did the technician ever leave a copyof an invoice for purchased equipmentNor was I informed about this absurd "month" warranty.
Regards,
Andrew ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Mr*** is correct that I will use a different contractorStill, he has not acknowledged that his contractors my not have performed accordingly and falsely billedIn order to resolve this complaint, I will need an invoice or letter from him indicating that I have a zero balance with Alpine
Regards,
Stephanie ***

Here is the copy of the invoice showing a zero balance