AP Plumbing

Dear Revdex.com, We do not consider this matter resolvedThe company's response is not accurate, as we did compare all components of the job, including the same model water heater, both valves, venting, and installationWe chose similar companies in the Rochester area, not big box stores such as Home Depot and Lowes and were happy to pay a few hundred dollars more for weekend serviceWe feel that the issue here is the urgency of the need for hot water on a weekend with no time for multiple vendor visits (we had just been through this on a roof leak during a storm)We feel that the Revdex.com should review AP Plumbing's pricing practices, as they charge double the going rate for this area, which is not in keeping with Revdex.com's mission of consumer protectionWe are concerned that many consumers, including the elderly, are being taken advantage of and we are still requesting a creditThank you, [redacted]

Our technician [redacted] arrived at your home, investigated the leak and quoted you pricing based on our Flat Rate Pricing Catalog, which is essentially a menu of our servicesHe received your authorization in writing before he began workingThe Flat Rate Codes are written on far left side of the invoice, scope of work in the center with the corresponding prices on the right Upon completion of the work you signed that the work was completed to your satisfactionMy answer to you is that we are not the right contractor for everyoneWe will never cut corners or take shortcuts that could compromise the quality of our workWe cannot offer the level our customers deserve and expect at the same rates the cheap guys charge.....and the fact that your insurance company said you paid too much is not surprisingInsurance companies often go with the lowest bid, we see it day after day in this industry We understand that will not be a match for everyone, but our goal is to provide the best value for the money by giving the best service and quality of work, not to be the lowest priced contractorYou did not complain about the technician's appearance or skill set, his timeliness or the quality of his work-only the price Our customers typically appreciate our transparent pricing, knowing the firm up-front price that will not change regardless of how long the work takes We do not install toilets for $300.00, our price is double that and we don't apologize for it There are a lot of expenses that go into running a profitable plumbing business and we charge what we must to cover our overhead and make a profitI am sorry that you are now unhappy with the priceWe've all experienced buyers remorse and it's frustrating, hearing you paid too much has left you with a negative feelingEveryone has opinions, though your adjusters opinion has little merit as he does not know the cost of doing business in the plumbing fieldWhat does it take to do the job right? Insurance, trucks, liability, fire, theft, and Worker's Compensation InsuranceTechnical and Safety TrainingAdvertising and MarketingTaxes: Incomes, Sales, Property, Business, Social Security and Unemployment CompensationFleet of Vehicles: Truck Maintenance and FuelDiagnostic Testing EquipmentToolsWarehouse, Office Space & UtilitiesInventory and Replacement PartsEmployee BenefitsOffice Personnel and Supplies When you see the service technician who comes to your home, remember the quality of their service depends on a long list of "behind the scenes" activities that are usually taken for granted

I want to start by saying thank you for letting me know you were unsatisfied with the service we provided on 2/20/Typically a repeat customer like yourself has a clear understanding of how we operate and is pleased that we explain our process in detail on every incoming call so there are no surprisesOur Customer Service Representatives that answer the phone explain that we have a dispatch fee, do not quote prices over the phone and that we need to get a professional out to the house to take a look at the issueThey can’t provide ballpark pricing as they are not technicians and don’t know how to make the necessary repairsThey go on to explain that the technicians will then present repair and replacement options from our Flat Rate Book (a menu of our services), based on your situation and then get written approval prior to starting the workIf at that time you feel we are not the company you want to do the work, we both move onWe are a flat rate company, which means we charge by the job, not by the hourJust like a restaurant does not itemize the cost of a hamburger, we do not itemize the cost of the specific taskAs [redacted] previously explained to you, there are quite a few “behind the scenes” expenses that go into our flat rate price, such as: insurance, training, advertising, vehicles, gas, office personnel and equipment, employee wages and benefits, tools, utilities and the list goes on This business model is used by nearly every retail corporation in the world, including ours [redacted] quoted your husband in writing; he signed the Work Authorization Signature for the quoted price of $When the work was completed, he signed again stating that the work was completed to his satisfaction We are not the cheapest plumbing company and do not apologize for our pricingWe have found that customers don’t want some random guy going into their private spaceThey want a professional, trained, well-groomed plumber in a uniform, with an ID badge and the proper material, arriving at their house prepared to do the work, with a courtesy call a half hour in advance letting you know when we are on the wayOur price includes ‘peace of mind’ in that we drug test and background check all of our employees so you can trust that the person in your home is not a criminalTo be blunt, we wouldn’t let anyone into your home we wouldn’t let into oursWe know what it takes to run a profitable business and charge what we need to keep $of every dollarI think that is fair The faucet you referenced at [redacted] is not the same faucet that we installed [redacted] store faucets by [redacted] are made with plastic parts versus faucets we install that are made with brass partsI have asked [redacted] for a letter stating these differences and once I receive it I will forward it to you In your complaint you noted that we did not come on the scheduled day or timeI apologize that we were not able to come as quickly as you wanted, which is why the dispatch fee was waivedThere are times during heavy call volume when we must prioritize emergency service like sewer back-ups or no hot water calls over faucet repairs and that can be an inconvenience to you and your familyWe know your time is valuable and do our best to meet the needs of our customer’s every single day of the year Our staff takes great pride in delivering exceptional customer service Our loyal customers refer us to their friends and family each and every dayAnd we are accountable to themIf price were the most important qualifier, we wouldn’t be in business I’m not sure what you think is a fair pricePlease call me at your convenience and we can come to a resolution that you are happy with Thank you, [redacted]

From what we understand, the landlords father was there for the service call, not the landlord, so some of the information may have been miscommunicated between the parties While we were on site, the landlords father did not call the landlord for approval of the pricing we provided, and he signed the invoice authorizing the workSee attached invoiceThe service call was made 8/18/due to the dishwasher drain line and kitchen sink not drainingTo clarify the prices on the invoices, I want to start at the beginningInitially the technician quoted $to cable the line from the basement cleanoutUpon further inspection in the basement, the tech found that the system would need to be drained down using buckets and the customer did not want to risk the mess as the cleanout was located in a finished area The technician crossed off that price and then quoted $to cable 1/2" PVC kitchen sink lineHe then applied a $credit for using the online Wcoupon from our websiteThe technician cabled the line numerous times unsuccessfully for as the line was plugged solid with grease Most often lines can be cabled not cut out and replaced and we won't know until cabling is performed to determine if the line will open and flow I disagree with customers claim that we should have been able to tell fairly quickly as that is not the caseIn situations such as these, we regularly must make several attempts before the line opensThis line was extremely plugged and required replacement Due to the fact that we were unable to clear the line after significant work and the customer accepted our work as complete by signing off on the invoice, I propose refunding the customer half of their money totaling $to satisfy their complaint

I am sorry you feel you paid more than you should haveWhen the technician Don arrived to your home and spoke with you regarding repair vs replacement, he noted that you preferred to have the existing hot water tank repaired In order to determine what needs to be fixed, the tech quoted you a $diagnostic feeSome customers opt to go ahead and replace the water heater if it is old or leaking from the bottom and skip the diagnostic altogetherYour paperwork indicates you approved the diagnostic as your signature is presentThe technician determined that the thermostat required replacement and quoted $267.12, this work was also approvedI understand that after speaking with co-workers, you feel you paid too muchI am not disputing the $material cost for the part or apologizing for our pricingWe know the cost for us to do business, cover our overhead and make a small profitIf there is a problem, you can call us and we'll be backPart of our price includes standing behind our workOther contractors may have less overhead, don't background check or drug test their employees or drive fully stocked trucksThey may not answer the phone after hours when you need service, even if it is during business hoursI ask that you don’t judge our service charges based solely by the time the technician spends in your homeOperating a reliable service business requires a long list of “behind the scenes” activities that are usually taken for grantedHere are just a few Technician Training: technical knowledge and customer service skillsA well-staffed service department to schedule, route and supply the fleetCustomer service personnel to handle your call promptly, day or nightInventory purchasing, tools and equipment, taxes, insurance, office space, uniforms, utilities etcWe may not be the cheapest, but we feel the value we provide is worth every dollar we charge

My water heater was on the out, called A P PlumbingVery prompt service call responseUpon arriving the Tech said my old water was from [redacted] Anyone from upstate NY area knows they have been closed since That being said I was a little nervous about the state of my water heater given the fact that the pilot went out and a little water was seen a few times a month by the tankAlso I was told my venting was not up to code and would have to be along with water heater installNot sure if it was true or just another add on expense I trusted them never the lessJob was done great, a little pricey at just under grand but I guess job is done and done right

Dear Revdex.com, We do not consider this matter resolvedThe company's response is not accurate, as we did compare all components of the job, including the same model water heater, both valves, venting, and installationWe chose similar companies in the Rochester area, not big box stores such as Home Depot and Lowes and were happy to pay a few hundred dollars more for weekend serviceWe feel that the issue here is the urgency of the need for hot water on a weekend with no time for multiple vendor visits (we had just been through this on a roof leak during a storm)We feel that the Revdex.com should review AP Plumbing's pricing practices, as they charge double the going rate for this area, which is not in keeping with Revdex.com's mission of consumer protectionWe are concerned that many consumers, including the elderly, are being taken advantage of and we are still requesting a credit.Thank you, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. I called as asked and was refunded some money to make the cost more reasonable. Regards, [redacted]

*** *** I am writing in response to the complaint placed by *** ***On weekends we quote an $dispatch fee that is in addition to any service, this was relayed to the customer during her initial service call to our officeI have already sent the Complaint Handler, ***, the
audio file as well as all of the emails the Service Manager *** had with the customers and a copy of the GPS report for the technicians van that went to the home on Saturday September 12th
Also included was a copy of the paperwork, invoice where the customer signed the work authorization for work in the amount of $The customer had a choice to decline the work and pay the $dispatch fee but they opted to go ahead with the workPlease note that the *** did not complain about our response time, workmanship or the quality of the products we used, just the priceThe technician did apply the $from the website coupon (W40) that the customer mentioned when the call was bookedThe customer also signed that the work was performed to her satisfaction upon completion
After calling around to get competing prices, they feel they paid too muchNone of the companies that provided quotes over the phone looked at the job so they could not possibly know the scope of work as it was more than just a gallon water heater replacementWe also upgraded the flue pipe from 3" to 4" as required per codeWe installed a gas valve with a new gas ck as well as a new 1/2" ball valve on the cold water side since it would not shut offOur technician discussed ‘no charging’ the ball valve as it is not uncommon for us to provide that as a value added service during a water heater installThe omission, which *** recognized, was for the $This figure was known only to the customer because we discussed it before we beganTo compensate them for their inconvenience, *** also provided an additional $credit from a coupon he had on his desk, which he sent the customerThese items total the $
When she began to complain about the price, our tech even asked the customer if she wanted him to stop working, and she said noShe would take their complaint to the Revdex.com, of which we are a member with an A+ ratingThe price is flat rate, it is the same any day or time of the week, the variable is our dispatch fee which is $M-F and gets waived if the customer books the appointment before 5pm and is due in addition if the customer wants after 5:pm, or $on weekends which is charged in addition to our quoted pricingThe customer has thrown out a number of $based on what she was given verbally by a few other plumbing companiesWhether or not it was from the same scope of work cannot be proven as we have no documentation and even if we did, we don't base our pricing on what the going rate isOur price is based on our overhead, we compensate our employees fairly with what they deserve and make a small profitWe spend marketing dollars to make the phone ring and advertise our brand in all types of different media in order to be top of mindAll companies, even those of similar size, have different overhead costs, that fact cannot be disputedIf this customer opts to sue us in court, we are confident our documentation supports that we have attempted to find a fair resolution and additional compensation is not warranted
A fast food burger and a burger at a sit down restaurant, both provide a similar product, it is the experience that is differentNeither one is wrongYou can rent a hotel room and get a bed and a shower at a *** as well as the *** ***; the experience is night and dayBuying a shirt at a chain retail store is different from buying one at a boutique, the service and value we find when making purchasing decisions is paramount to understanding our position
Like these examples, all plumbers do not carry the proper insurances, drug-test their employees, put them in uniform and drive around in a fully-stocked, lettered vanAll restaurants, retail stores and service providers are not created equalThat is what makes the free-enterprise system greatAs consumers we can choose where to spend our hard-earned money and determine the value it brings to our home and familiesWe make no apologies for our pricingWe learned a long time ago that it is far better to offer a more expensive quality service and explain our pricing once in a while rather than skimp and have a reputation for poor quality forever
Please feel free to call me with any questions
Lynette R
General Manager

*** came to fix a bad valve in my shower faucetI was very impressed with his expertise and skillHe was very courteous and friendlyHaving been a supervisor when working, I can say that your company is very fortunate to have him as your employee

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I am really surprised by all of the positive reviews of this business The plumber who came out was very polite and professional, but the estimate was about $for installing new shutoff valves and a laundry room utility sinkWe have had similar work priced before and know that this was way out of lineWe refused, but AP required us to pay the dispatch fee of $(we knew about the fee ahead of time) so essentially we wasted the money

Extremely inflated prices, Deceiving practices; They lie to you and tell you that you have longstanding moisture and mold problems (even though the leak in toilet just started that day) and they insist that they have to call your insurance carrier for you so they can refer their friend to remove your ceiling under the second floor toilet to address mold that is not there; They charge over $to install a $kitchen garbage disposal They charge $to remove toilet from floor and replace that seal when the problem was just the washer on the bolt that connect tank to back of toilet They did not even try to diagnose the problem before they removed that toilet from the floor, and then the leak just continued,

Revdex.com has spoken to business and consumer and they have agreed to settle the issue by consumer signing a general release and the business issuing a payment in the amount of $5,

I have reviewed the response made by the business in reference to complaint ID ***I am still upset re the amount that I was charged for the repairs, but will have to accept AP's responseI will NEVER recommend AP and will remember LET THE BUYER BEWARE!
Regards,
*** ***

Dear Revdex.com, 
We do not consider this matter resolved. The company's response is not accurate, as we did compare all components of the job, including the same model water heater, both valves, venting, and installation. We chose similar companies in the Rochester area, not big box stores such as Home Depot and Lowes and were happy to pay a few hundred dollars more for weekend service. We feel that the issue here is the urgency of the need for hot water on a weekend with no time for multiple vendor visits (we had just been through this on a roof leak during a storm). We feel that the Revdex.com should review AP Plumbing's pricing practices, as they charge double the going rate for this area, which is not in keeping with Revdex.com's mission of consumer protection. We are concerned that many consumers, including the elderly, are being taken advantage of and we are still requesting a credit.
Thank you, 
[redacted]

Our technician [redacted] arrived at your home,  investigated the leak and quoted you pricing based on our Flat Rate Pricing Catalog,  which is essentially a menu of our services. He received your authorization in writing before he began working. The Flat Rate Codes are written...

on far left side of the invoice, scope of work in the center with the corresponding prices on the right.  Upon completion of the work you signed that the work was completed to your satisfaction. My answer to you is that we are not the right contractor for everyone. We will never cut corners or take shortcuts that could compromise the quality of our work. We cannot offer the level our customers deserve and expect at the same rates the cheap guys charge.....and the fact that your insurance company said you paid too much is not surprising. Insurance companies often go with the lowest bid, we see it day after day in this industry.  We understand that will not be a match for everyone, but our goal is to provide the best value for the money by giving the best service and quality of work, not to be the lowest priced contractor. You did not complain about the technician's appearance or skill set, his timeliness or the quality of his work-only the price.  Our customers typically appreciate our transparent pricing, knowing the firm up-front price that will not change regardless of how long the work takes.  We do not install toilets for $300.00, our price is double that and we don't apologize for it.   There are a lot of expenses that go into running a profitable plumbing business and we charge what we must to cover our overhead and make a profit. I am sorry that you are now unhappy with the price. We've all experienced buyers remorse and it's frustrating, hearing you paid too much has left you with  a negative feeling. Everyone has opinions, though your adjusters opinion has little merit as he does not know the cost of doing business in the plumbing field. What does it take to do the job right? Insurance, trucks, liability, fire, theft, and Worker's Compensation Insurance. Technical and Safety Training. Advertising and Marketing. Taxes: Incomes, Sales, Property, Business, Social Security and Unemployment Compensation. Fleet of Vehicles: Truck Maintenance and Fuel. Diagnostic Testing Equipment. Tools. Warehouse, Office Space & Utilities. Inventory and Replacement Parts. Employee Benefits. Office Personnel and Supplies.  When you see the service technician who comes to your home, remember the quality of their service depends on a long list of "behind the scenes" activities that are usually taken for granted.

Thank you for making AP Plumbing aware of your complaint. After your conversation with [redacted], the Residential Service Manager Friday morning, it appears we have explained our positon regarding what happened during your recent service call and we have agreed to a provide you a full...

refund.  The discount you referenced in your complaint was not properly communicated to the technician [redacted], which is why there was some confusion. [redacted] opted to offer you Value Rate pricing versus our Standard Rate as a token of goodwill as he recognized that he knew you from his hometown. I want to note that we did provide written documentation for the quoted pricing and scope of work at the time of service and also left a copy with you for your records, which you have acknowledged.  The technician should have clearly pointed out the pricing in his manual as well, and made sure you didn’t have any questions. We will certainly use this as a training opportunity for our staff so this does not happen again. The technician did indeed pull the toilet off the shoe and inspected it and found the shoe uneven. When the toilet is leaking from the base, it is typical for us to pull the toilet to inspect the shoe and wax ring to ensure there is a good seal and reset the toilet. If something else was leaking, then we are accountable and take full responsibility.  We strongly recommend you keep an eye on the toilet, as we will be happy to return if the leak comes back. I am sorry that your experience with our company was unsatisfactory.  I hope that if the need arises in the future you are willing to give us another chance. We want all of our customers to feel they are receiving good value for money and every customer is important to us.

My water heater was on the out, called A P Plumbing. Very prompt service call response. Upon arriving the Tech said my old water was from [redacted]. Anyone from upstate NY area knows they have been closed since 2006. That being said I was a little nervous about the state of my water heater given the fact that the pilot went out and a little water was seen a few times a month by the tank. Also I was told my venting was not up to code and would have to be along with water heater install. Not sure if it was true or just another add on expense I trusted them never the less. Job was done great, a little pricey at just under 2 grand but I guess job is done and done right.

My experience with AP Plumbing was one of the worst experiences because of [redacted], the service manager. He was rude, arrogant, and unapologetic in his demeanor. I literally couldn't believe that someone who is employed by a company, who works for someone else would have the gall to be so rude to a customer. He would tell me that I didn't have to repeat his name because he "heard me the first three times." When I said, apparently the technician found something in the toilet line" [redacted] cut rudely Interjected and said, " not apparently, he showed it to you." I will reiterate that I have NEVER been treated so rudely and disrespectfully when I have spent my $400 on a plumbing problem. I would beseech anyone who reads this not to use AP Plumbing because if he talked to me like that, a paying customer, then he would talk to anyone like that. Working for someone for "25 year" doesn't give you the right! A VERY DISSATISFIED CUSTOMER!