We are sorry that this customer feels as though he was treated unfairly but the vast majority of this review is either entirely or exaggeratedOur diagnostic fee is not "just to show up" it is the charge to have trained, licensed, insured, background-checked, drug-free, professional arrive at your home and properly diagnose the cause of the problem with your boiler The repair was never quoted as an "all day job" none of our repairs areThe price quoted was for the necessary repairsThe customer was free to accept or decline the repairsHe accepted and as such agreed to pay a predetermined fee for a specific repairWe did exactly what the customer agreed to pay us to doAlthough it irrelevant to this complaint, it should be pointed out that our GPS-tracked vehicles show that we arrived onsite at am for a "morning" appointment and did not leave until after am, hardly minutesThe customer also stated that he called with "questions"The call we received was not so much questions as it was threats that he would spread bad reviews to as many people as he could including [redacted] list, the Revdex.com, etcunless we agreed to refund him the majority of the money that he had agreed to pay for the work that we completed as agreed uponIt was explained to him that we completed the work as agreed and for the price that agreed and there is no further action necessary on our partHe then demanded to speak with owner along with referring to him in derogatory termsAt this point the customer had spoken to highest level of management required for his specific case especially when considering his toneAs far the symptom reoccurring, during the initial repair we did notify the customer of another potential and unrelated problem that may present the same symptom in the future and that if it does then it would need addressedHowever, in the mean time the customer had already made it perfectly clear that he did not want to work with us any moreWe are sorry that this customer is not happy, however, companies have rights too and we are not required to bend to amounts to being extorted for money in exchange for prevention of erroneous public reviewsThis customer dictated through his actions how his case was going to be handledWe as a company always want to make sure that our customers are happy with our services and we work hard everyday to improve the customer experienceWe hope that customer who want reliable, quality service at fair pricing turn to us
From* [redacted] >Date: Thu, Sep 1, at 12:PMSubject: rebuttal for complaint ID [redacted] To: " [redacted] Cc: " [redacted] Dear Sir: In regards to Mitchell’s Plumbing response to complaint ID [redacted] : Mitchell’s Plumbing, who originally installed the gas boiler, performed the diagnostic repairAfterwards they called us and informed us that only the part would be covered under the manufacturer’s warranty and that in addition to the $diagnostic repair we would have to pay $for labor chargesThis amount seemed extremely high since the boiler was under years old Mitchell’s Plumbing registered our boiler with the manufacturer and a third party extended warranty company at the time of installation for years total coverage Unfortunately Mitchell’s Plumbing made no mention of the year warranty when quoting us their repair estimate In fact Mitchell’s Plumbing had no idea that we had the year warranty coverage Again Mitchell’s plumbing actually registered our gas boiler at the time of installation with a third party company called [redacted] ’s Insurance This was a selling feature that we appreciated at the time of sale.At this point we no longer trusted Mitchell’s Plumbing and called a local competitorWe called [redacted] Plumbing who took some information over the phone to research what warranty coverage we may have [redacted] Plumbing promptly called us back and informed us that yes we did have coverage up to years from the date of installation.We called Mitchell’s Plumbing back and they had no idea about the additional year coverage and said they would have to look into itAfter several phone calls with Mitchell Plumbing, spanning over two weeks, they finally agreed that a portion of the labor would be coveredThe total cost to us after Mitchell’s reimbursement from the warranty company would be $plus $A grand total of $422.50.At this point we no longer trusted the competency of the management at Mitchell’s Plumbing and called [redacted] Plumbing to have them inspect our gas boiler problem and give us an estimate for the repair [redacted] Plumbing inspected our gas boiler at “no cost” and said since Mitchell’s Plumbing put in several shut off valves that it would not be necessary to drain and bleed the entire system [redacted] ’s estimate for the entire repair including the diagnostic call was $185.00.Because Mitchell’s Plumbing was unaware of the warranty on our gas boiler that they themselves installed and registered for the total of years coverage and because they misdiagnosed the actual total repairs needed to complete the job we prudently requested that a competitor give us their estimate for the exact same repairSince we no longer trusted Mitchell’s Plumbing management and diagnostic estimate we agreed to pay [redacted] Plumbing to do the repair on our gas boilerWe paid [redacted] their diagnostic charge and labor and therefore we are requesting Mitchell’s Plumbing to reimburse us for their diagnostic charge of $Sincerely, [redacted] Cleve Heller | Accountant 2Department of Corrections | Pennsylvania Correctional Industries/SCI FayetteOverlook Drive | LaBelle, PA 15450Phone: x| Fax: 724.364.1013www.cor.pa.gov
I have looked into the details of this claim and found that the customer, in this case, is correctI have authorized a full refund and the payment is being mailed today, May Unfortunately there was a critical data entry error that occurred and resulted in the customer being removed from our call listThis is an isolated incident and we extend our sincerest apologies to the customer, and as mentioned, have issued a refund in the exact amount he has requested($555.90) Again, we apologize, and are taking steps to ensure that this type error will not happen in the future
We are sorry that this customer feels as though he was treated unfairly but the vast majority of this review is either entirely or exaggeratedOur diagnostic fee is not "just to show up" it is the charge to have trained, licensed, insured, background-checked, drug-free, professional arrive at your home and properly diagnose the cause of the problem with your boiler The repair was never quoted as an "all day job" none of our repairs areThe price quoted was for the necessary repairsThe customer was free to accept or decline the repairsHe accepted and as such agreed to pay a predetermined fee for a specific repairWe did exactly what the customer agreed to pay us to doAlthough it irrelevant to this complaint, it should be pointed out that our GPS-tracked vehicles show that we arrived onsite at am for a "morning" appointment and did not leave until after am, hardly minutesThe customer also stated that he called with "questions"The call we received was not so much questions as it was threats that he would spread bad reviews to as many people as he could including [redacted] list, the Revdex.com, etcunless we agreed to refund him the majority of the money that he had agreed to pay for the work that we completed as agreed uponIt was explained to him that we completed the work as agreed and for the price that agreed and there is no further action necessary on our partHe then demanded to speak with owner along with referring to him in derogatory termsAt this point the customer had spoken to highest level of management required for his specific case especially when considering his toneAs far the symptom reoccurring, during the initial repair we did notify the customer of another potential and unrelated problem that may present the same symptom in the future and that if it does then it would need addressedHowever, in the mean time the customer had already made it perfectly clear that he did not want to work with us any moreWe are sorry that this customer is not happy, however, companies have rights too and we are not required to bend to amounts to being extorted for money in exchange for prevention of erroneous public reviewsThis customer dictated through his actions how his case was going to be handledWe as a company always want to make sure that our customers are happy with our services and we work hard everyday to improve the customer experienceWe hope that customer who want reliable, quality service at fair pricing turn to us
From* [redacted] >Date: Thu, Sep 1, at 12:PMSubject: rebuttal for complaint ID [redacted] To: " [redacted] Cc: " [redacted] Dear Sir: In regards to Mitchell’s Plumbing response to complaint ID [redacted] : Mitchell’s Plumbing, who originally installed the gas boiler, performed the diagnostic repairAfterwards they called us and informed us that only the part would be covered under the manufacturer’s warranty and that in addition to the $diagnostic repair we would have to pay $for labor chargesThis amount seemed extremely high since the boiler was under years old Mitchell’s Plumbing registered our boiler with the manufacturer and a third party extended warranty company at the time of installation for years total coverage Unfortunately Mitchell’s Plumbing made no mention of the year warranty when quoting us their repair estimate In fact Mitchell’s Plumbing had no idea that we had the year warranty coverage Again Mitchell’s plumbing actually registered our gas boiler at the time of installation with a third party company called [redacted] ’s Insurance This was a selling feature that we appreciated at the time of sale.At this point we no longer trusted Mitchell’s Plumbing and called a local competitorWe called [redacted] Plumbing who took some information over the phone to research what warranty coverage we may have [redacted] Plumbing promptly called us back and informed us that yes we did have coverage up to years from the date of installation.We called Mitchell’s Plumbing back and they had no idea about the additional year coverage and said they would have to look into itAfter several phone calls with Mitchell Plumbing, spanning over two weeks, they finally agreed that a portion of the labor would be coveredThe total cost to us after Mitchell’s reimbursement from the warranty company would be $plus $A grand total of $422.50.At this point we no longer trusted the competency of the management at Mitchell’s Plumbing and called [redacted] Plumbing to have them inspect our gas boiler problem and give us an estimate for the repair [redacted] Plumbing inspected our gas boiler at “no cost” and said since Mitchell’s Plumbing put in several shut off valves that it would not be necessary to drain and bleed the entire system [redacted] ’s estimate for the entire repair including the diagnostic call was $185.00.Because Mitchell’s Plumbing was unaware of the warranty on our gas boiler that they themselves installed and registered for the total of years coverage and because they misdiagnosed the actual total repairs needed to complete the job we prudently requested that a competitor give us their estimate for the exact same repairSince we no longer trusted Mitchell’s Plumbing management and diagnostic estimate we agreed to pay [redacted] Plumbing to do the repair on our gas boilerWe paid [redacted] their diagnostic charge and labor and therefore we are requesting Mitchell’s Plumbing to reimburse us for their diagnostic charge of $Sincerely, [redacted] Cleve Heller | Accountant 2Department of Corrections | Pennsylvania Correctional Industries/SCI FayetteOverlook Drive | LaBelle, PA 15450Phone: x| Fax: 724.364.1013www.cor.pa.gov
I have looked into the details of this claim and found that the customer, in this case, is correctI have authorized a full refund and the payment is being mailed today, May Unfortunately there was a critical data entry error that occurred and resulted in the customer being removed from our call listThis is an isolated incident and we extend our sincerest apologies to the customer, and as mentioned, have issued a refund in the exact amount he has requested($555.90) Again, we apologize, and are taking steps to ensure that this type error will not happen in the future