ARO Plumbing & Heating Inc

Good afternoon ***,
As per your request, the following is a statement submitted by the technician who was onsite at this customer's property
"In relation to this customer and any customer I have worked with, sometimes a customer may want to write a review and they are welcome to do soOn occasion a customer may ask for assistance, but all reviews are always written by the customer."
Jason (Technician for ARO Plumbing and Heating)
This customer has mentioned in their comments that they are a seniorIf this is the case, we have a 10% senior's discount which we can process for this customerAs well, as we have previously mentioned, although our technician followed all policies and procedures, we appreciate all of our customers and for this reason we would offer this customer an additional 10% from their invoice
Best,

Initial Business Response /* (1000, 5, 2016/05/02) */
Good afternoon ***,
Thank you for forwarding these comments to us
The customer who contacted our company, who was onsite during the appointment, and who was invoiced and paid for all work performed at ***) is
not the individual who contacted the Revdex.com
However, as explained to our customer up front, the price that was given to the customer and is reflected on the invoice is an all inclusive price (including all labour, materials, dispatch fee, etc.)Our customer approved the price and work before our technician proceeded and all of the work that was performed is exactly as described on the customer's invoice
Thanks again,
Initial Consumer Rebuttal /* (3000, 11, 2016/05/16) */
In regards to my request & your refusal for a break down of cost which I need for insurance claim for work done at my residential property at *** on March 14/Eg Power auger, de root main line, new hot water tank + other connections is not acceptedI talked to the tenant and he did not call or ask to change the hot water tank since it was OK and what would it have to do with the sewer backupThat day I received about phone calls from my tennant but was unable to get involved with the problem because I was in the hospital for a hernia operationI am years old and in all my dealings with work done for me there is always a breakdown or parts, materials, labour & other expenses in my billI amnot asking for a discount or refundAll I am asking for is a proper breakdown of my bill for my insurance claim before I can accept 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 me
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/11/28) */
***
As with all of our customers, our technician ensured to walk the customer through the process and procedures of our appointments step by stepOur technician informed
the customer of their options and the prices up front, making sure to get their permission before proceeding with any work and pricesOur technician only performed the work and prices which the customer authorized, and only charged for the work that had been completed
In regards to the replacement of the shower faucet, in order for this kind of shower faucet to be replaced, there does need to be a hole cut into the wall to access and replace the faucet from behind, which was explained to the customer up front
If any of our customers have any issues with any of the work that our company has performed, they can contact our office and we would be more than happy to arrange for one of our technicians to come out and evaluate the work that was done
***
Initial Consumer Rebuttal /* (3000, 12, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician DID NOT give me any price up frontI asked him and he only gave the price to see what the problem was which was $He said he cldn't give any price until he cut open the wallThen he did he wldn't give a price.I asked him and he told me that he wldn't know until the problem was fixedI got the price at the end.*** *** When there was a hole cut in the wall he INSISTED on continuing.What was I to do? Here is this hole in the wall and fixtures are lying on the floor.I told him I wanted another fixture and he told me that was all they had.I pd $for a fancy shower head and he installed this other for $295!!AND this shower head is coming out of the wall because it was never sealedI have the pictures to prove itThen he left me with the hole in the wall, and told me to FIX it MYSELFHe wldn't even put back the medicine cabinet on the wall.He said replacing the medicine cabinet and fixing the hole in the wall was not for him to do*** He told me if there were problems to plse callI tried to contact the company and they said I had to make an appointment to callThere is no address for these guysI was given a wrong addressThe new shower head is falling off, I have this hole in the wall, there is painting to be done and I can't reach these people***
***
Final Consumer Response /* (4200, 22, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your technician DID NOT give me any estimate of costAs I told you before, he said he cldn't give me any estimateHe put that hole in the wall and took out the plumbing and still told me he didn't know what the cost wld beI asked him to plse leave as it was late and he refused toI told him it was after supper hrsI asked him about costs again because I didn't want to pay "after hr rates" and he refused to leave.*** But you never gave me any verbal or written estimate of cost even when I asked the technician many timesHe refused to leave when I asked him and he never did
*** Your technician gave me a card to call and that is not valid
Final Business Response /* (4000, 28, 2016/01/20) */
***
Thank you for sending us these comments
In response, our company, A.R.OPlumbing and Heating / Need a Plumber Canada, has been operating in this industry for over twenty years
As the customer pointed out in her comments, and is widely available online, the address for our Edmonton office is ***, Edmonton AB
Although our company works weekdays, evenings, weekends, holidays, etc., our prices are the same, whether in the morning, afternoon, evening, etcWe charge a minimal dispatch fee, then the technician informs the customer up front of options and prices, waiting for the customer's authorization before performing the tasks
Our company always strives to keep our prices competitive in our industryOur technicians always inform our customers of the recommended work and the prices up front, leaving the customer in control of the work that is performed in their homeOnce the customer approves the tasks and pricing, our technician will then perform only that work which the customer authorized
If any drywall removal, etcis necessary in order to access, repair, or replace piping, etc., our technicians always inform our customers up front and do not proceed unless the customer has given their approval
As is generally standard in the industry, our technicians do not perform any repair work outside of their area of expertiseWe do not (as always explained up front to the customer by the technician) repair drywall, cabinets, countertops, flooring, paint, etc
On her invoice, the customer indicated that all of the work performed was completed to her satisfaction, that she agreed with the price of the invoice, and that she acknowledged that the premises were left in satisfactory condition at the end of the appointment
Our company provides warranty on materials that we supply and installIf any of our customers have issues with their work, they simply contact our office to request an appointment and we would be happy to send one of our technicians out to evaluate the work
***
Although our technician followed all procedures properly, we recognize that this customer does not appear to have had a satisfactory experience with our companyWe encourage this customer to contact our office if she has any questions with the work, procedures, etcOur company appreciates all of our customers, and as previously mentioned, we would also like to offer this customer a refund of 10% from her original invoice
Thanks,

*** *** ***
11:PM (hours ago)
to me
Hi *** ,
I want to thank You for all the effort you have done in trying to help me resolve my issues with ARO plumbing I appreciate it very much
Today , I received a phone call from a lady named Jennifer She wanted to met up with me in order to get into my personal computer in order to remove the REVIEW the technician , named Jason posted in their site on my behalfHowever , I do not feel comfortable meeting with her without a mediator What I am asking is it possible to have you or someone present while she do this thing ? I asked MsJennifer to have Jason , the technician , be the one to Undo and remove the review from the site since he was the one who caused all these issues to begin with
I hope to hear from you againThank You
sincely,
***

Good afternoon ***, We appreciate you forwarding this customer’s comments to us After reviewing the customer’s response, we would again reiterate that our company appreciates all of our customers, and because of this we have tried on a number of occasions, both in the office and in the field, to work alongside this customer We have attached a copy of the customer’s invoice along with our response in an effort to clarify any issues of fact While our technician was onsite, Mrs*** explained to our technician how she wanted the work performed and how she wanted it to appearOur technician explained to the customer how the work should be doneThe customer did not wish to proceed in the manner that the technician explained, which is why there is a note on the customer’s work order invoice stating as much Although our technician followed all policies and procedures, and Mrs*** indicated on her invoice that she was satisfied with the work, price, and condition of her home upon the completion of her appointment, we do appreciate that this customer may be reconsidering her initial decisionsIn an effort to resolve this issue, and because we appreciate each and every one of our customers, we would offer this customer a discount of 20% from her original invoice. Regards,

Good afternoon ***, Thank you for sending us this customer’s comments As with all of our customers, our technician made sure to walk Ms*** through her appointment step by stepOur technician spoke with the customer, explaining the different options and prices that were
available for the work that she would like done at her homeAs is noted on the customer’s invoice, our technician recommended that Ms*** proceed with the more aesthetically pleasing option, however Ms*** requested that the technician proceed with the work as per her instructionOur technician performed only the work that the customer authorizedOnce our technician completed the work that the customer requested, our technician tested his workMs*** acknowledged on her invoice that the work was performed to her satisfaction, she agreed with the price, and that her home was left in satisfactory conditionAlthough the customer has written and drawn on her copy of the work order invoice, the original invoice contains none of the additional commentary added by the customerOnly the customer information, tasks descriptions, technician disclaimer, and customer payment and authorization information are on the copies of the invoice that were signed by both our technician and Ms*** It appears that Ms***, in hindsight, may have had second thoughts about her decisions and now believes that she should have proceeded with our technician’s original advice regarding the workOur company has made several attempts to work alongside Ms*** since our technician performed the work that she requestedOur company has spoken with this customer on a number of occasions, with one of our operations managers having had several conversations with the customerOur office has also sent one of our senior technicians to her property on several occasions in order to try and work with Ms*** As with all of the customers that we assist, our company can only perform the work that the customer approves and authorizesAlthough our technician explained all of the options to Ms***, Ms***, as stated on the invoice, did not agree with our technician’s advice and directed our technician to perform the work in the manner that she requested Having said that, our company has been working in the industry for more than twenty years now and we appreciate the value of all of our customersFor this reason, we would offer this customer a refund of 10% from their original invoice

Good afternoon ***, Thank you for forwarding this customer’s commentsOur company appreciates all of our customers and strive to maintain a high level of customer satisfactionAs with all of our customers, our technician explained the work that was required and the pricing up front,
received the customer’s authorization, and completed the work to the customer’s satisfactionClean up after completion is a standard procedure in our companyIf any of our customers are not satisfied with any of the work, pricing, or clean up, etcthat our technician has performed, they may simply call our office to discussDuring appointments, our technicians are very focused on the tasks at handIf the customer has any questions as to the operation of humidifier/furnace, etc., they need simply ask the technician and they will freely advise themAgain, we reiterate that our customer are very valuable to us, and although we cannot verify that Ms*** is a senior, we will agree to provide her with a 10% senior’s discount, which will be applied in the same form as it was originally chargedIf the customer has any further questions, feel free to contact our office

Good afternoon ***, Thank you forwarding this customer’s response As with all of our customers, our technician made sure to walk this customer through their appointment step by stepOur technician let the customer know the options and pricing up front, only proceeding with the tasks that the customer authorized, and only charged for the tasks which the customer approved, all of which the customer confirmed on each of his invoicesThe customer also acknowledged that each of the tasks listed on the invoice were completed, and each was performed to his satisfaction (see work order invoices) After speaking with the technician who was onsite, as well as reviewing the customer’s invoices, it is apparent that this customer’s home was experiencing multiple issues with their plumbing systemsAs we mentioned previously, this is not uncommon in homes, as there are a large number of complicated systems often confined within small areasUpon reviewing the tasks that are listed on each of the customer’s invoices, it is clear to see that the work performed during the first appointment was different from that which was performed at their later appointment ** *** *** *** *** *** ** *** *** *** *** ** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** ** *** ** *** *** * *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** Although all procedures and policies were followed correctly, our company appreciate the value of all of our customers, and for this reason we would offer this customer a credit of 10% from their original invoices Best,

Initial Business Response /* (1000, 5, 2015/12/27) */
Good afternoon,
We have received and reviewed the email that has been sent to us regarding this customerOur company, as well as most companies, has policies and procedures in place to ensure proper service, warranty, etcto our customers
It appears as though this customer has contacted a company other than oursAll warranty work must be performed by the company that had performed the original work, as is commonplace in the service industryAny other situation, involving other companies, etc., creates a conflict of interestHaving said this, we do acknowledge that all of our customers are greatly appreciated, and for this reason we would offer this customer a 10% refund from their original invoice
Thanks,

Complaint: [redacted]
I am rejecting this response because:I called the company three times and left messages regarding this invoice and did not receive a call back.  The appointment was cancelled because after still having problems with outdoor faucet (turn handle broken) and also toilet, she consulted with family.  Deciding that a Sunday appointment would probably cost double and had already spent over $700 and was not satisfied with results.  
Sincerely,
[redacted]

Complaint: 11522618
I am rejecting this response because: In response to the reply  “We have also mentioned that if this customer, or any of our customers, have any issue with work that our company has performed, our customer would simply call our office and we can arrange for a technician to visit their home on a date and time that work best for this customer’s schedule” ……  we called your office three times over the course of 10 business days in hopes of getting an explanation of the labor and parts for the invoice, our calls were never returned.To summarize & clarify what we feel is complete incompetence on the part of the technician: He arrived and explained [redacted] that he had replaced the seal ( a $00.15 seal) on the first outdoor faucet, for which he charged  $245.00. He moved on to the second outdoor faucet and did nothing to repair it, in fact he broke the activation handle and left it leaking advising the home owner that he'd have to cut a hole in ceiling to replace the leaking valve, for this he charged another $245.00. 
[redacted] [redacted] 
[redacted] [redacted] [redacted] [redacted] In the simplest of terms a trained technician should have been able to perform the same service in a one hour time frame, even with a dramatic markup on the $42.00 parts of 100% the invoice should never have exceeded $245 for this portion of the service call.We are disputing the $245 the technician charged for attempting the repair of the 2nd valve and request a complete refund of this amount. 
Sincerely,
[redacted]

Good afternoon [redacted]   Thank you for forwarding us this customer’s comments.   Having been in this industry for over twenty years now, our company appreciates the value of all of our customers. As with all of our customers, our technician walked Ms [redacted] through her appointment step...

by step, informing her of the pricing and options up front. The customer then specified the work that she wanted our technician to perform, which our technician proceeded to complete to her satisfaction (see invoice).   If any of our customers have any issues with work we have performed, they simply need to contact our office and we would be glad to arrange for one of our technicians to come out and review any issues or concerns they may have.   Though our company did have an appointment booked to visit this customer after our initial visit, Ms [redacted] called and cancelled her appointment, saying that there was no problem and that she would contact us again if she had any issues.   Although Ms [redacted] appears to have been satisfied with the work and pricing, as indicated on her invoice as well as our conversations, there seems to be a third party that has some concerns. If so, we would encourage them to contact our office to speak with one of our managers or book an appointment with one of our appointment controllers for a technician to visit and review the work.     Best,

Initial Business Response /* (1000, 18, 2015/09/12) */
Good afternoon,
It appears that this customer has concerns in relation to the work that was performed at their residence. We always strive to make sure our customers are satisfied with the services that our company provides. We would like to...

make an arrangement with this customer to have our company visit their home to review and discuss the work and charges related to their invoice.
If the customer could contact our office (780-[redacted]) to schedule an appointment, we will arrange a time that works best for the customer's schedule. If the customer wishes, they can ask for me directly - my name is Jennifer.
Thanks,
Initial Consumer Rebuttal /* (3000, 20, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
per WEB Revdex.com dated 9/12/2015 as received reply from A.R.O Plumbing & Heating:
As a complainant(consumer), Jennifer of A.R.O would like me to call her at 780-[redacted] to make an appointment for someone from the company visit my place in order to review and discuss the work and charges related to the Work Invoice [redacted].
Made an appointment on Tue, Sep 22/2015 between 9-11 AM.
Final Consumer Response /* (2000, 25, 2015/09/23) */
Alex, Operations Mgr. of Need a Plumber (A.R.O. Plumbing & Heating) had dropped-off in our place yesterday morning.
Inspected the plumbing work done on June 2015; we discussed and he agreed that the plumbing charge was high.
We negotiated and settled for a credit of $600.00 lower that what I was asking.
As he is not authorized to send directly the credit into my credit card, he let me signed for the $600.00 credit agreement; for the office person to send an authorization form for me to sign.
This morning Jennifer of A.R.O. phoned and told me that she is sending the credit authorization form for me to sign; thereafter for A.R.O. to deposit a credit into my credit card once I receive and send it back.

Initial Business Response /* (1000, 9, 2015/11/25) */
Good afternoon,
Thank you for sending us this customer's comments.
As with all of our customers, our technician ensured to explain all of the pricing and options to the customer up front before he proceeded with any work. Our technician...

only proceeded with the work that the customer approved, and only charged for the tasks performed. The customer acknowledged on their invoice that they were satisfied with both the work performed as well as the price of the invoice.
Having been in the industry for over twenty years, our company appreciates the value of all of our customers. For this reason, we are willing to offer this customer a refund of 10% off of the original invoice.
Please contact our office and we will be happy to process your credit.
Thanks,
Initial Consumer Rebuttal /* (3000, 11, 2015/12/07) */
[redacted]
I do not accept comments tendered as stated in the ARO customer form letter. As pointed out in my original complaint, specific methodologies were conveyed to the serviceman at the onset which were ignored. Why? No "pricing" was conveyed at anytime before the aggressive, unwanted work proceeded. My signature signified that work was completed, but not what I demanded upon serviceman arrival. I have NO knowledge to this day what the firm charges for work - verbally nor documented. Is this an example of a forthright, honest company policy?
A fair charge for work performed in the time consumed is as stated on the complaint form.
[redacted]
Final Business Response /* (4000, 13, 2015/12/18) */
[redacted]
Here at A.R.O. Plumbing & Heating, we appreciate all of our customers and any comments they may have regarding their experience with our company.
In order to provide our customers with the best experience possible, our technicians always ensure to discuss the available options and prices with the customer before proceeding with any work. As with most other companies in the service plumbing industry, our company's prices are charged according to the tasks performed, which are described exactly as performed on the customer's invoice.
Although our technician followed all of the proper procedures and policies during this appointment, it appears as though this customer may not have had a satisfactory experience with our company. Our company has been serving Albertans for over twenty years and we truly appreciate the value of all of our customers, which is why our company is still willing to offer this customer a refund of 10% from his original invoice.
Please have the customer contact our office and we will begin to process his credit immediately.
Thanks,
Final Consumer Response /* (4200, 15, 2016/01/04) */
Dec 23/15
[redacted]
[redacted]
With regards to the reply by ARO, I categorically refute comments tendered by the company and stand by my comments as previously documented. I will not accept ARO's contention that the workman followed directed procedures nor will I accept the offending offer of 10%. Why would I remove a valve that would cut off water to the entire house? Why replace a perfectly good frig line? Why was there conflict in acquiring a seniors discount it it is a company policy by a well trained serviceman? As I indicated in my ORIGINAL complaint document, there is a complete distortion of the facts in the matter.
[redacted]

Good afternoon,   Thank you for sending us this customer’s comments. Our company has been doing business in Alberta for over 25 years, during both regular and after-hours (ie. evenings, weekends, holidays, etc.). The acquisition of parts in the after-hours is a regular occurrence with our...

company. Our company has arrangements in place with suppliers / wholesalers in order to assist us in locating the necessary parts after closing.   This after-hours service that is provided by the wholesalers/suppliers for a nominal fee charged to our company. After reviewing our files, although the office had made arrangements for after-hours service, it appears as though the suppliers have not charged us, for whatever reason, in this instance. It may be due to the fact that the order was cancelled in our office before the parts were purchased. We will be refunding the customer the amount of $100.00 (plus GST) in relation to the after-hours charge on this invoice. Our service call, as in most companies, is charged for each appointment, and is standard and applied to each invoice that our technicians generate.   We do appreciate all of our customers and if this customer has any further questions, please feel free to contact our office.   Best,

Initial Business Response /* (1000, 5, 2016/04/14) */
Good afternoon,
Thank you for sending us this customer's comments.
As the customer mentioned in their comments, we have already attempted to refund the customer their senior's discount, as well as attempted to contact the customer on a...

number of occasions to discuss any concerns they may have had.
For the customer's safety as well as our own, our company does require customer consent to process any financial transaction. Our office will be sure to send this customer the required authorization slip and look forward to resolving this issue as soon as possible for this customer.

Best,

Initial Consumer Rebuttal /* (2000, 7, 2016/04/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the fact that they will make the payment as I wanted in the first place But disagree with their suggested attempts to get in touch with me as per their response. This complaint would have never been made if the manager would have done what he said he had done. I will not make any other demands from the company unless their work was not up to industry standard. If they continue to send me the same form as before my complaint will stand.

Good afternoon [redacted],   Thank you for sending us this customer’s comments.   We have reviewed both the customer’s comments and their work order invoices, as well as spoken with the technician who was at the customer’s property.   As with many of homes that we visit, this customer’s...

home had a number of plumbing issues that they required assistance with. On his initial visit, our technician arrived and was able to identify a few problems which he rectified for the customer, as outlined on the invoice (Work Order #[redacted]).   On a subsequent visit, our technician was able to rectify additional, unrelated plumbing issues that this customer was experiencing, which is described on the customer’s invoice (Work Order #[redacted]).   We have included a copy of the customer’s work order invoices for your review.   It is clear from reviewing the tasks listed on each invoice that the work performed at the customer’s first appointment was unrelated to that of the second appointment. Every home contains a variety of different systems running through them, and as such, it is not uncommon for a home to experience multiple issues.   We do appreciate this customer’s comments, and we would encourage this customer to contact our office if they have any further concerns.  Regards,

Complaint: [redacted]
I am rejecting this response because: The only reason ARO was here was to correct a water leak as noted in the reply of Sept 15 2016. Again invoice 4023 did not correct the leak. You will note that I'm not asking for a refund for all of the amount of Invoice  [redacted] only that potion of the imaginary number of plumbing issues. The service call charge, the test charge and the access hole were done & paid for .The lifting of the toilet resetting it & replace a toilet shut valve did absolutely nothing to correct the leak .I did not give the go ahead with this portion of the noted invoice because the on site plumber started this only after he called his office for repair suggestions,I was not party to the conversation as the call was made from the service truck. It did seem rather strange that the over charge portion was given by ARO office site unseen. I'm not a plumber but prior to removing the toilet the water in the bowl & toilet tank were at normal operating levels & had to be drained, you would think seeing this that the toilet was not a pluming issue.[redacted]  [redacted] Again invoice [redacted] did not correct the leak & the refund should be issued for the portion of the invoice that did not correct the leak or solve other plumbing issues,because there were no other plumbing issues. The amount of the overcharge refund is indicated in the Aug18 & again Aug 26 emails to ARO
Sincerely,
[redacted]

Good afternoon [redacted],
I appreciate you sending me this customer's comments.
As you are aware, our company strives to provide the best service possible to each of our customers.
In addition to providing service during regular work hours, our company work after hours, including evenings,...

weekends, and holidays, in an effort to accommodate our customers' schedules.
At any time prior to our technician arriving, a customer, if they so wish, can reschedule with our office for a time that is more convenient. Approximately twenty minutes prior to our technician arriving, one of our appointment controllers will always contact the customer to let them know our technician is on his way.
After arriving, our technicians always let the customers know their options and pricing up front. Our technicians will only proceed with the work that the customer wants after they receive the customer's approval. All of the work performed by our technicians is charged exactly as described on the invoice and discussed with the customer. On her invoice, the customer signed and acknowledged that all of the work that was described on the invoice was complete, and that she was satisfied with the work and its price.
The technician who performed the work for this customer has been with our company for many years. Our company has received numerous compliments from customers regarding this technician's professionality and friendly demeanor.
As our technician explained to the customer, all parts that we both supply and install come with a one year parts and labour warranty through our company. Although most of our customers prefer our company to supply the materials in order to receive this warranty, any of our customers have the option to supply their own products if they so choose. However, our technicians always let the customer know their options up front so that they can make an informed decision.
Our Operations Manager has spoken with this customer, as she mentioned in her comments, however we were not made aware that she was unsatisfied with the work performed. As with all of our customers, if this customer has any issues or concerns regarding the work that was performed at her home, we can arrange to have a technician out to assess the situation. Simply have her contact our office and request an appointment and we will arrange a time that will work best for her.

Thanks,