Auchinachie Plumbing & Heating

I am in receipt of [redacted] complaint.  I reviewed his complaint and discussed it with all the personnel from my company who were involved with dealing with Mr. [redacted].  After reviewing all of the paper work regarding his concern, I would like to share with you ALL of the facts...

pertaining to Mr. [redacted]'s complaint. Mr. [redacted] called complaining he needed a drain line cleared.  He also expressed that he wanted the special that we were no longer running.  We explained what our dispatch fee would be for us to come to his home.   We also explained the technician would present all pricing once he evaluated what needed to be done.  We explained to Mr. [redacted] that we can’t give him a price over the phone since we can’t see what needs to be done to fix his problem.   Mr. [redacted] agreed to all of the terms and we proceeded to send a technician to his home.  Once the technician verified the problem, he proceeded to present options for Mr. [redacted] to choose from.  This is when Mr. [redacted] became very belligerent and proceeded to kick my technician out of his home.  Mr. [redacted] was called from our management team, to hopefully work out his concern.  At this time, Mr. [redacted] could not be reasoned with, so we left his property. In conclusion, our customer service team performed everything we said we would.  Again, we don’t give prices for repairs over the phone due to the fact it would not be fair to the customer nor ourselves.  Mr. [redacted] knew all of the cost to get us to come to his home.  At this time there is nothing further I can do in regards to Mr. [redacted]’s request for a refund.  If you have any further questions or concerns please feel free to call me at ###-###-####.   Sincerely, Chris H. Vice President

Revdex.com spoke to Chris at business and the following was relayed: We are working diligently to resolve this issue. We were there yesterday with the manufacturer who wanted us to make one minor adjustment as the existing pipe going through the roof had a small gap. We filled in the gap with insulation and believe the issue has been resolved.

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 actually sent a message to [redacted].org on 9/22 stating that I had resolved the issue with the business and received a response a day later from someone at the Revdex.com stating that the complaint would be marked as resolved.  Regards,
[redacted]

Here is the owner's manual that he has.  This will be the third time he has received this.  He will not receive another one from us.  The model number and serial number are written on the top left corner of the first page.  He can also see these numbers on the actual unit. Please note on the front page, that page 21 lists "service and maintenance" and page 26 list "parts"  I can't do any more than this. Here is an actual copy from my price book for the work for the cleaning that [redacted] was not happy about.  It cannot get any clearer than this.  Again all pricing was given before any work proceeded.  Chris H. - Vice President

I am in receipt of your complaint filed by [redacted].  I reviewed his complaint and discussed it
with all the personnel from my company who were involved with dealing with Mr. [redacted].  After reviewing all of the paper work
regarding this repair, I would like to share with you, ALL...

of the facts
pertaining to Mr. [redacted]’s concerns.
We were called to Mr. [redacted]’s home on March 13, 2015 for a
leak.  Mr. [redacted] called at 4:50pm on a Friday
night with a concern of a leak on his sink. 
Our dispatcher tried to schedule the call for Monday March 16th.   Mr. [redacted] was adamant that we come out that night.  Our dispatcher infomed Mr. [redacted] the details of
what he would be charged if we came out after hours.  We gave him both the $150.00 emergency charge
and the $99.00 dispatch fee.  We also
explained the $99.00 fee would be waived if we performed the work quoted.  Mr. [redacted] will probably deny this, however
after listening to the recording, I know for a fact he was informed of all of
the charges we quoted. 
Once the technician arrived at Mr. [redacted]’s home, he began
to assess what needed to be completed to fix Mr. [redacted]’s problem.  Unfortunately Mr. [redacted]’s problems needed much
attention.  The technician then proceeded
to give Mr. [redacted] three options to repair his problems.  These three options ranged from $400.00
dollars to $1,850.00 Dollars.  At this
time Mr. [redacted] elected not to have us do the repair.  He said he was going to fix it himself.   So we collected what we said we would and
left.      
In conclusion, Mr. [redacted] had to have us to his house after
hours on a Friday night.   We did not
force him to have us come to his home after hours.  He knew what the charges were going to be if
we did no work for him.  There were no
hidden charges as Mr. [redacted] would like you to believe.  Remember we tried to keep the cost down by
trying to schedule this call for Monday. 
He wanted us that night.  Unfortunately
we are not the least expensive; however we are the most professional company
with certified trained technicians and a customer service department that
follows.  At this time Mr. [redacted] will not
be receiving any refund from us.  If you
care to discuss further please feel free to call me at my office.   
Sincerely,
[redacted] Vice President

I am in receipt of your complaint filed by Ms. [redacted].  I reviewed her complaint and discussed it with all the personnel who were involved with dealing with her.  After reviewing all of the paper work regarding her concern, I would like to take this opportunity to share with you ALL of the facts pertaining to Ms. [redacted] concerns. On February 20, 2017 [redacted] called my office at 9:43 am complaining she had no heat.  We advised Ann of our $99.00 service charge to come to her home.  She agreed to the price and we scheduled a service tech to go to her home.  When Ann informed us she had no heat, we moved other calls to accommodate her since the temperatures were in the low 30’s. My technician Paul and his helper Dillion arrived at [redacted]’s home at 10:45am that same day.  Paul started to investigate why the heat was not working.  He discovered several cracks and small holes in the heat exchanger, which showed signs of water leaking.  He continued to show these indications to the customer with a fiber optic camera.  Paul further explained trying to repair a boiler over 25 years old would not be in her best interests.  Paul presented prices to [redacted]; she then proceeded to call her son.  [redacted]’s son asked his son, who I guess has some HVAC experience to come down and look at it while Paul was there.  [redacted]’s Grandson came to the home while Paul was there to see what was going on.  During this time, we were informed by [redacted]’s grandson [redacted], that he is a [redacted] officer for the [redacted].  While there he also confirmed the areas through the fiber optic camera that Paul showed [redacted] earlier.  Paul who has been performing service work for over 15 years gave his professional opinion on what he believed should have been completed.  In conclusion, if [redacted] and [redacted] wanted to chance the repair that is their prerogative.  [redacted] does not like our pricing which is fine.  This is why we give pricing up front.  Doing so, gives the customer all the information needed so they can make an intelligent decision.  I am glad [redacted] was able to do it for less.  I also am glad we were able to give [redacted] all the information needed to make this repair.  Unlike [redacted], I have overhead, wages, insurance, stocked vehicles, continue education and so on that I have to cover in my price.  I would expect him to be able to do it for less.   What I don’t understand is why she called two contractors before calling [redacted]?  We never took advantage of [redacted]; to be honest we find her accusations to be insulting to say the least.  Because she is on a fixed income, does not give her the right to review us the way she did.  We bent over backwards to help her on a day that was in the low 30’s.  Yes the day before was nice.  However, Monday the 20th the temperatures dropped considerably, hence why she needed us right away.  If it was not so cold, why did she need to have her son bring a heater to her home?  Again we treated [redacted] with respect and dignity during the whole time we were in her home.  If you have any further questions or concerns, please don’t hesitate to call or email me.  Thank you for your time.  Sincerely, Chris H. Vice President

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. to state I'm a liar and a cheat is rather slanderous if I had a plan to deceive I would have never paid the bill in full a day before work  started the original pan that I was told was cracked was inspected by plumber jim he said he could fin d no crack I filled the pan with wat er on my table no leak they never offered a new tank f  or  600 dollars there new pan did the same as the original pan there misdiagnosis cost 1170 dollars asked for a refund to pay for new tank  as for being abusive I'm 70 years old there reaching I have pictures and a tape of our full conversation with there senior plumber  thank you Regards, [redacted]

I reviewed [redacted]’s second letter which is more confusing than the first.  After reviewing this for a third time, I have come to the conclusion that we have done everything possible for her.     [redacted] was not at the home during the time my technician performed the repair.  When my technician finished and was getting ready to collect the payment, is when [redacted] came home.  [redacted] is correct about signing the paperwork; however that is the only time she was involved with my technician during the entire call.  I am putting in the mail today, a copy of the bill for their records. My technician did call them back.  He tried to finance [redacted] by herself; he tried to Finance Mr. [redacted] by himself, and then he tried to finance them together.  All three options failed because of their credit.  I don’t know what more we could have done for them.     In conclusion, we fixed what we said we would fix.  We also fixed it for what we said we would fix it for.  I notice in her complaint there is no mention of the repair we performed not working, so I assume it is safe to say we lived up to our end of the deal.  To offer a refund because we could not get them financed, due to their bad credit, is ridiculous to say the least.  At this time, we continue to stand behind our original decision in regards to any kind of refund.  Unfortunately there is nothing further I can do for the [redacted]’s.  If you have any further comments or concerns please don’t hesitate to call me.  Thank you for your time.       Sincerely, Chris H. Vice President