ARO Plumbing & Heating Inc

Good afternoon Erica,   Thank you for forwarding this customer’s comments. As we mentioned previously, our technician made sure to explain all of the options and pricing to this customer up front in order to ensure that he only proceeded with the work that she felt comfortable with. 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. Having said that, though our company followed all policies and procedures, it appears as though the customer or her third party were not satisfied with their experience with our company. We do appreciate the value of all of our customers, and for this reason we would offer this customer a 10% discount from her original invoice, which would be in addition to the 10% that this customer has already received (see invoice).

Initial Business Response /* (1000, 5, 2016/02/24) */
Good afternoon,
Thank you for sending me this customer's comments. I appreciate your time and assistance with this issue.
Before submitting our response, our office reviewed this customer's comments, as well as their invoice, and have...

spoken with the technician and the office staff involved, in order to get a full picture of what occurred during this appointment.
After booking an appointment with our office, our appointment controllers dispatched one of our technicians to the customer's home during their scheduled time slot.
Our technician spoke with the customer, informing them of the recommended work and pricing up front. After replacing one of the faulty parts, our technician attempted to locate the other replacement OEM part that was required for the furnace.
As is typically recommended by manufacturers, our company prefers to use OEM parts, which we source through manufacturers or their representatives. While our technician and office staff experienced difficulties locating this OEM part, the customer chose to try and locate another company to find this OEM part instead. The customer subsequently decided to proceed with a company who located a universal part that could conform to this application.
Neither our office nor our technician charged for any of the time or resources expended in attempting to locate the OEM part; our technician only charged for the tasks that were completed for the customer, exactly as listed on the customer's work order invoice.
Our operations manager has spoken with this customer, as the customer mentions in their comments, and explained that while sometimes OEM parts are difficult to locate, they are preferred by the manufacturer. However, because we appreciate the value of all of our customers, our manager has offered this customer a credit of 10% from their original invoice. If customer wishes to accept this 10% discount, please have him contact our office and we will process their credit.
Thanks,
Initial Consumer Rebuttal /* (2000, 7, 2016/03/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am amazed that the individual answering my complaint has actually not bothered to answer any of my concerns.[redacted]
Final Business Response /* (4000, 15, 2016/03/20) */
[redacted]
I appreciate you notifying us that after its initial closure March 2nd, this case has since re-opened.
Our company does appreciate all of our customers and we value their feedback and input regarding their experience with our company.
As with all of our customers, this technician walked this customer through the process of the appointment, letting them know the recommended work and pricing up front.
After receiving the customer's authorization, our technician replaced one of the faulty parts, then attempted to locate the other replacement OEM part that was required for the furnace. As we previously mentioned, our company prefers to use OEM parts (which is typically recommended by manufacturers), which we source through manufacturers and/or their representatives.
While our technician and office staff experienced difficulties locating this OEM part, the customer chose to try and locate another company to find this OEM part instead. The customer subsequently decided to proceed with a company who located a universal part that could conform to this application. Again, neither our office nor our technician charged for any of the time or resources expended in attempting to locate the OEM part.
The only charges that the customer was billed were the charges for the tasks completed.
Although our technician followed all procedures and policies properly, it appears that this customer was not satisfied with their experience with our company. Having been in this industry for many years, our company appreciates the value of all of our customers, and for this reason we would offer this customer a refund of 10% from their original invoice.
Thanks,
Final Consumer Response /* (4200, 17, 2016/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THE REPLACEMENT OF THE FAULTY PART is an issue. I offered a new part which he refused and the part he installed was not new but reconditioned ....there should be no charge.
THE RECOMMENDED WORK was being changed throughout his stay, always to something more expensive and as it turns out always to something I didn't need... my furnace has worked perfectly since he left [redacted]
The tech said he could not find the parts required anywhere in Canada and bringing them from the factory could take weeks. [redacted]
[redacted]
I don't think my claim of refund is unreasonable.

Initial Business Response /* (1000, 11, 2016/04/24) */
Good afternoon [redacted],
After reviewing the comments that were forwarded to us, we have searched our customer database and cannot find any record of this customer in our system.
As always, if you have any questions please feel free to...

contact our office and just ask for me.
Thanks,

Initial Business Response /* (1000, 5, 2015/10/02) */
Good afternoon,
Thank you for forwarding this customer's comments to us.
Regarding this customer's comments, our technicians always make sure to walk each customer through the process and procedures of our appointments step by step. Our...

technicians always inform the customer of their options and the prices up front, making sure to get their permission before proceeding with any work and prices. Our technicians only perform the work and prices which the customer has authorized, and only charges for the work that has been completed.
We have spoken to our technician regarding this appointment, and although it may appear in these situations that it is the visible portion of the shower head that is leaking, whenever the shower head is leaking it is actually the faucet structure inside the walls that is not holding the water back. When this happens, the faucet structure itself needs to be replaced, as noted on the invoice. 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.
The hot water tank was, as described by the customer, very rusted from having been leaking for an extended period of time, and therefor required replacing, which the customer approved our technician to proceed with.
We understand that plumbing problems can be stressful, but if you have any questions or concerned about the work that we have performed, please feel free to contact our office.
Thanks again,
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First and foremost, the faucet repair was not done correctly. I hope that you were able to take the time to read my original complaint which stated that the hot and cold water are switched around on the faucet that your technician installed, with the hot side pouring out cold water and the cold side pouring out warm water. In addition the hot water does not nearly reach the temperature that my other faucets give and instead the hottest it becomes is simply lukewarm.
Also in regards to the hole in the wall, your technician stated that he would cut the hole to be a standard width and length that an easily purchasable access panel could fit. I have visited multiple stores at this point and none have access panels that fit this and have stated that the hole is not a standard size and I would instead need to call someone to have the drywall itself repaired.
Secondly I did not describe the hot water tank as "very rusted" or "leaking". And again if you took the time to read my original complaint you would realize that there was simply a small amount of rust on a knob on the top of my hot water tank which was otherwise fully intact and functioning fine.
[redacted]
Final Business Response /* (4000, 16, 2015/11/08) */
Good afternoon,
Thank you for forwarding this customer's comments to us. We really appreciate it.
Regarding this customer's comments, our technicians always make sure to walk each customer through the process and procedures of our appointments step by step. Our technicians always inform the customer of their options and the prices up front, making sure to get their permission before proceeding with any work and prices. Our technicians only perform the work and prices which the customer has authorized, and only charges for the work that has been completed.
Due to the nature of plumbing work, there are often times when the work required to address a customer's plumbing issue may require holes to be cut in their home. Our technicians do their best to keep the holes as unobtrusive as possible, however it is the nature of the problem and the specific configuration of each customer's plumbing that dictates the size of the hole that must be cut. Our technicians always notify our customers before proceeding and obtain their approval before cutting any holes.
If any of our customers ever experience any issues with work that our company has performed, feel free to contact our office and we will have someone out to evaluate the work that was done.
Best,
Final Consumer Response /* (4200, 19, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is frustrating to me that still at this point in time you refuse to take any responsibility or even acknowledge any misconduct from your technician, let alone even offering an apology.[redacted]
My original complaints are clear, and although you state that your technicians "always" inform customers of prices and options upfront. [redacted]
[redacted] I have taken your advice and contacted your offices last week, where your receptionist simply took a message and said someone would get back to me, I have yet to receive any call almost a week later. In addition, I did not originally mention, but prior to my original complaint filing in September, I had also contacted your offices prior to the complaint and again did not have any response or follow-up to my messages.
[redacted] Almost two months after this case opened I am still left with a shower that functions incorrectly and have yet to receive any compensation for the extra charges that were not discussed upfront and pressure selling tactics your technician imposed. [redacted]

Complaint: [redacted]
I am rejecting this response because:From: [redacted] [redacted]Edmonton, AB T6H 2R1Re: ID [redacted]Dear [redacted],Thank you for your time in investigating my complaint. I have read the letter from ARO Plumbing &Heating Inc. and it angers me that they have sent a form letter that they use for all dissatisfied customers. There is no letter head and the fact there is no signature from whoever sent it tells me that this company does not take responsibility for their technicians who take no accountability for their billing procedures. As stated in my original letter I tried to contact the technician several times and he refused to answer my calls. I am still left not knowing what I paid for with my $500. The technician was in my house for less than 1 hour to service my furnace and make sure it was safe for operation during the winter months, plus show me how to change my humidifier's filter (which he did not do). He replaced a part in the furnace but was unable to tell me about a broken part that fell out of the furnace when the backing was removed.No I am not satisfied with this response to my complaint. Am I surprised about this response; no. This is a big corporation with services in Calgary, Red Deer, and Edmonton that operate under the name of NEED —A-PLUMBER and the person who sent this letter does not care if the customers are satisfied. They were more concerned about my age as a senior in order to give me my 10% senior's discount. As a 76 year old I think I qualify as a senior. Do I have to send them a copy of my driver's license to proof my age?I don't understand the last paragraph, are they going to send me a refund for the senior's discount or do I contact them? Will I ever know what I paid for, probably not but I would like the senior's discount.Again thank you for your time in investigating my complaint.Sincerely,If I get satisfied service I tell my friends. If I get poor service I tell everybody!
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/13) */
Good afternoon [redacted]

Thank you for your time this afternoon, I appreciate your input. It appears that this customer had booked a call with our company. Due to the nature of our work, including emergencies services, etc. this appointment...

may have been rescheduled. Although we have not performed any work for this customer, we apologize for any inconvenience they may have experienced.
All of our customers, and any potential customers, are very valuable to us, and for this reason we would offer this customer a 10% discount on future work performed by our company.

Thanks again,

Complaint: [redacted]
I am rejecting this response because:Aug 25/16Revdex.com Complaint [redacted]Dear [redacted],      Thank you for mailing the report from Aro Plumbing (need a Plumber)This is a family plumbing Co of 3 generations + I believe also (Need a Plumber)(same co)[redacted] They have changed the true story so they wouldn’t have to do the Right Thing That is give me most of my money back [redacted]. Charging me 2,500 (sends) comes to 500.00 a hr – 2350Jason the [redacted] tecknician was sent out to give an estimate on a small pin hole leak. They advertise in ph. Book (Free Estimates) but they do not give them. Jason looked at the leak + immediately started cutting a hole in basement ceiling. I asked for an estimate but he ignored my question. This took 4/3 hr he went back from noon + came back 1/3 – 3 pm.     When he came back I asked him if I had to replace the line from Kitchen drain to main + he said + I quote “More than likely!” This is the only option he gave. So we discust cutting into my painted stippled ceiling or putting the line on top, which I have never ever heard of. He assured me it was legal +was done all the time, He said it would only take couple of hours. He then left + picked up supplies + began to work. Always going outside to his Need a Plumber truck to talk to his boss. (many times)     Again + again I asked for Estimate, he’d change the subject + tell me about his family all being in plumbing business etc !  I told him I was 81 and on low income + having a hard time making ends meet. I have many medical problems + told him my only income was 2,500 mo + I needed that for Medication as I am diabetic, groceries, utilities, tax’s + insurance car + house. He did not recommend just joining the existing pipes, like an HONEST person should of done, Him + his boss ( I believe to be Alex) were cheming + after I insisted the price, he said could be hundreds, and so as he was already half way threw, [redacted]. He was putting the plastic pipes on ceiling by using big black brackets, some pipes not evey tog. (uneven) looked awful. I DID NOT ACKNOWLEGE THE JOB WAS DONE SATISFACTORY.  He wrote something after I signed the Master Card as he insisted + we argued ½ hr. I was sick, afraid of him + forced to sign – I should of called POLICE.    When he presented me the bill I was in shock, [redacted] As he did no cleaning up, I helped him + made sure all the many small pipes etc were cleaned up – He said he wouldn’t leave until I sign + I was afraid of him by now –      Next day I ph for his boss, as some of the pipes were coming down 2 – 3 inches, lade answering the phone said she’d give him the message + after many calls Alex came out + offered me 800.00 + allow him to put more brackets to which I refused. I told him I wanted half or 1.500 back + (would get another firm to fix. He just wouldn’t co-operate to make things right.     Because the pipes were coming down (I have pictures) I was afraid to use my dishwasher. I phone [redacted] another plumber + he said [redacted] Job was done IMPROPER + wasn’t necessary as the pin hole leak could have been done without all the rest of the job [redacted]  [redacted]     [redacted]     I told him as I’m on low income I would take 1,000 + fix he argued + argued + finally went to his truck to phone head office + come back + said they would give 800 + Alex said he would put in the extra 200 from his own pocket + join the pipes thus still giving them 1,230.00 for 4.5 hrs work (500 hr wow)     We both agreed + set a date for Saturday + He DID NOT SHOW UP.  I ph office + she said she would give him the message. 2-3 days later I phone Alex on his own ph + left message. Alex did not phone to say he wasn’t coming that day or leave a message. Nor did he call back weeks later. He wanted to get this settled + so did I . Finally I got ahold of Alex + he said he wasn’t going  to do this offer + to get someone else.     It seems the 200.00 he would have to pay + fix job, wasn’t a good deal for him + by doing nothing they keep 2,350.    [redacted] Why did Alex acknowledge the improper work + offer  me some of my money back?     [redacted]  [redacted]
[redacted]
[redacted]
[redacted] The pipes are still hanging 3 – 4 “ down + anyone can come + see for themselves – [redacted]  [redacted] 
Sincerely,
[redacted]

Initial Business Response /* (1000, 11, 2016/04/18) */
[redacted]
Thank you for sending us this customer's comments. We appreciate your assistance in addressing this customer's concerns.
After speaking with the technician who was onsite with this customer, our technician confirmed...

that he walked this customer through her appointment step by step.
Our technician made sure to explain the recommended work and costs up front before proceeding, and all pricing and work is exactly as listed on the invoice. The customer confirmed the information on the invoice, signing and acknowledging that she was satisfied with the work that our technician performed and that she agreed with the amount of the invoice.
The customer was only charged for the tasks that our technician performed, and all tasks were performed exactly as described on the customer's invoice.
With that being said, our customers are very important to us, and it is clear from these comments that this customer is not satisfied with her experience with our company.
If the customer would like, we can send one of our staff members out to review the work performed and discuss the invoice with the customer. Just have her contact our office and we will gladly arrange the appointment for her.
Thank you again for your assistance in this matter.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 13, 2016/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
NO COST ESTIMATE was provided by A.R.O., either for the original requested work or for the additional work, prior to proceeding with the work. The only indication of cost provided was when the invoice was presented.
We agree that the customer was only charged for the tasks that the technician performed, and all tasks were performed exactly as described on the customer's invoice. We are disputing the costs to do this work. The total amount invoiced is $3331.75 ($36.75 for the service call and $3295.00 for the work (assuming materials and labor?) for 4 man hours of work. A qualified 3rd party estimate indicates that the materials would cost $106.09. If that were the case the A.R.O. labor costs would equate to $806.42/Hr. We are demanding an explanation of these costs and A.R.O.'s hourly rate. We are demanding that A.R.O. provide their pricing policy. If A.R.O. provides services through packaged pricing we are demanding a breakdown of the pricing structure for the various service packages they offer. Surely each A.R.O technician does not make all this up for each service call? We are demanding that the difference between the 3rd party estimate and the amount billed by A.R.O. be refunded.
The Edmonton and Calgary head office or A.R.O. representative have been contacted at least 9 times since March 15th to get an explanation of the invoice and A.R.O.'s rates or pricing policy. The A.R.O. representative responding to this B.B.B. claim merely takes a message to have someone call back. A.R.O. has called back twice - one call was returned by A.R.O. that was not audible and another call left a voice message with no call back number. All subsequent calls to that person to the number on call display (at least 5) have not been returned. We have provided A.R.O. with messages indicating the best times of day to discuss this issue with no calls returned. It appears A.R.O. is refusing to cooperate in resolving this issue.
We would be willing to meet with the vendor. We are asking the vendor to provide a price breakdown of each item of work listed on the invoice, based on an hourly rate or the pricing packages they offer, as well as their pricing policy.
We are requesting the meeting for Friday May 6th any time between 8:00 AM to 11:30 AM at the residence of [redacted]

Final Business Response /* (4000, 22, 2016/05/25) */
[redacted]
Thank you for your inquiry.
Yes, our company has met with this customer and have arrived at an agreement that has resolved the issue at hand.
Best,
Final Consumer Response /* (2000, 24, 2016/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 11, 2016/01/20) */
I have spoken with [redacted] and he believes it was the fifth or sixth -he remembers that we had performed the work, the customer called, and we returned his call, all within twenty-four hours. The customer was very understanding and we may work...

together in the future. [redacted] couldn't remember anything specific that was worked out, but the customer was satisfied at the end of the conversation.
Initial Consumer Rebuttal /* (3000, 13, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not contacted 24 hours after my issue, it lasted for over a week, and then I was contacted and the person on the phone quickly said he had a meeting to get to once he realized it was a complaint and no longer a quote, I had no choice but to end the conversation before anything could be worked out, he did offer me 10% off my next work done by this company but I will never require services from them any more. [redacted]
Final Business Response /* (4000, 15, 2016/01/30) */
Good afternoon,
I appreciate you forwarding these comments to me.
Our company has been serving Albertans for over twenty years now and we appreciate all of our customers. We always strive to provide quality service and customer care to all those who use our services. It appears that this customer may have been unsatisfied with their experience with our company; if this is the case, we sincerely apologize. If you are ever in need of our services in the future, we have noted your discount in our company files and will apply it at your request.
Final Consumer Response /* (2000, 17, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My complaint has been heard and addressed, however I am still extremely unsatisfied with their service.
[redacted]

Good afternoon [redacted], Thank you for forwarding this customer’s comments to us. We do apologize if this customer’s experience with our company was not to their satisfaction. We always strive to work with our customers to address any concerns they may have. As per the customer’s desired resolution, we will process the 10% senior’s discount, which will be refunded in the same method that the original invoice was paid. Best,