B.B. Plumbing

December 28, 2014Dear Sir/Madam: On December 3, we received a work order from [redacted] home warrantyThe work order we received from the home warranty company stated the homeowner’s NATURAL, GAS water heater was leaking Because the work order stated it was natural gas, it must have been called in to [redacted] as natural gasUpon arrival to the home on December 4, 2013, our technician did diagnose the water heater as leakingThere were no labels on the water heater to indicate it was LP gas nor were there any above ground LP gas tanksBecause the work order from [redacted] indicated it was natural gas and without any other information available to us, we installed a natural gas water heaterThe homeowner was charged a $service fee as required by [redacted] [redacted] supplied the water heater [redacted] does not cover modifications, code upgrade nor disposal of defective equipmentWe charged the homeowner a modification charge of $since the piping did not match up exactly with the old water heater piping (both vent and water lines)We charged the homeowner $for code upgrades and $to dispose of the old water heaterDisposal of defective equipment is always an option to homeownersThey have the choice to have us dispose of it or they can dispose of it themselvesSince this water heater was manufactured in the 1990’s it wouldn’t have mattered if we installed an LP gas water heater or a natural gas water heaterThe piping would not have matched up and the code upgrades would have remained the sameWe received a work order from [redacted] on November 28, and since it was the weekend, we went out to the homeowner's home on December 1, to diagnose the problemAfter many conversations with both the technician, office and homeowners, we found that they (the homeowners) did have an LP gas water heater installed and their propane tanks were buried under groundWe immediately ordered the correct water heater and installed it the next day at no cost to the homeownerEven though [redacted] requested us to collect the $service fee, we did not.Since the water heater was up to code and the modifications were already made last year, there was no charge for that, as wellUnder no circumstances did B B Plumbing intentionally install the wrong water heater and when the mistake was detected we immediately remedied the problem at no additional costWe do have copies of the first and second work orders from [redacted] and also the receipt we gave the homeowner for what they were charged for that first visitSince this was not an intentional act, the problem was remedied immediately and the homeowner was not charged for the second visit we feel there is no reimbursement due the homeownerAlso, the amount the homeowner says was the purchase price is not correctThey did not purchase the water heater [redacted] supplied the water heaterThe homeowners paid for the Service fee, modifications, code upgrades and disposal fees,Please let me know if you need any more additional information from usSincerely,B B Plumbing

July 22, 2016Dear *** ***:On Friday, April 22, *** *** called us and wanted us to diagnose/service his effluent pumpWe diagnosed the problem and when *** *** asked the technician how much the job would be, our technician told him he would have to get back to himThe office does the
pricingOur technician tried calling him that evening with the priceHe did not answer the phone and we did not leave a messageWe do not leave voice mail messages with pricingThe next morning we gave him the price and he said to go ahead and do the jobHe had the option to tell us he didn't want us to proceedAlmost a week after the job was completed, he called to complain about being told the price the day of service (but before we proceeded with the job), the price of the job and also having to call an electrician to come out for some electrical work on the pump electrical line.On May 2, *** *** called the office and spoke with the office manager about his complaints (he did not leave a voice mail message as stated in his complaint)He stated that he got a pump price from *** had given him a wholesale priceIn fact, that price was even less than what our supplier sold the pump to usBusinesses cannot exist if they do not mark up the products they sellThe products we sell are based on list priceWe gave *** *** a flat rate of $That means its $1400,no matter if the job goes longer than expected or notThe electrician was needed to check an electrical problem and we also had them move (rewire) the pump float to a better location.Because, in his phone conversation with the office on May 2, 2016, he was only seeing his side, we felt calling him and talking to him would only aggravate the situationWe did offer him an in house credit of $I have also enclosed a copy of the letter we mailed to him.Please let me know if you need additional information from us.Sincerely,William B.Owner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response becauseI will cover each item in order to get my point across to B B Plumbing. First , He said in his response Revdex.com that the $1400 charge was a flat rate. Question, then why I am I having to pay for an electrician.Second, He said why did it take me so long to respond, simple, my job takes me out of town for up to 7 days at a time, plus we had vacation as well. What is your excuse?Third, The credit they mentioned was only offered AFTER I started the complaint.Fourth, The lady I talked to on the phone said that who ever was on vacation but she would leave a message and they would get back to me. No response.Fifth, They talked of the effluent pump cost. If you can get it at a lower cost then why are you charging so much?My ultimate goal is to prevent some poor guy from having to deal with this sub-standard operation but the pay back for the electricians fee would be nice. One more thing before I bring this to a close, B B Plumbing really should start using email more if the phone is an issue but I tried that as well with no response.
Regards,
[redacted]

May 11, 2016Dear [redacted]This letter is in reference to your phone call on May 2, 2016, questioning your invoice for the work we performed on April 26, 2016.Rick had given you an installed price of $1400.00. You had indicated during your phone call to us that you had called [redacted] and was given a price of $450.17 for the same pump we installed. You had been given a wholesale price which was well below the price our supplier charged us. I passed this information on to our supplier. They are looking into why [redacted] would quote a wholesale price to the public. You also mentioned [redacted] (on line) to which we explained we do not purchase online because we have no immediate recourse if the pump fails. All our products are sold at list price so that is factored in when we give installed prices. The installed price also includes the float/alarm since that is sold separately and other parts needed to install the pump.Rick had called the office about the electric to the pump the first trip out to your house, I had suggested to Rick to have you call an electrician. They are the experts with electrical problems and can diagnose & repair faster that we can. We even suggested to them to move (re-wire) the float to a better location, You had told the office they charged you $100,00. Since we charge $95.00/hour it was definitely more cost effective for the electrician to make the necessary repairs so we could continue our work.Since we value you as our customer, I would like to offer you a $95.00 in house credit good towards your next service call. Just present this letter to the plumber. If you have any questions, please let me know.Sincerely,William B./Owner

December 28, 2014Dear Sir/Madam:
On December 3, 2013 we received a work order from [redacted] home warranty. The work order we received from the home warranty company stated the homeowner’s NATURAL, GAS water heater was leaking . Because the work order stated it was...

natural gas, it must have been called in to [redacted] as natural gas. Upon arrival to the home on December 4, 2013, our technician did diagnose the water heater as leaking. There were no labels on the water heater to indicate it was LP gas nor were there any above ground LP gas tanks. Because the work order from [redacted] indicated it was natural gas and without any other information available to us, we installed a natural gas water heater. The homeowner was charged a $75.00 service fee as required by [redacted] supplied the water heater. [redacted] does not cover modifications, code upgrade nor disposal of defective equipment. We charged the homeowner a modification charge of $300.00 since the piping did not match up exactly with the old water heater piping (both vent and water lines). We charged the homeowner $285.00 for code upgrades and $88.00 to dispose of the old water heater. Disposal of defective equipment is always an option to homeowners. They have the choice to have us dispose of it or they can dispose of it themselves. Since this water heater was manufactured in the 1990’s it wouldn’t have mattered if we installed an LP gas water heater or a natural gas water heater. The piping would not have matched up and the code upgrades would have remained the same. We received a work order from [redacted] on November 28, 2014 and since it was the weekend, we went out to the homeowner's home on December 1, 2014 to diagnose the problem. After many conversations with both the technician, office and homeowners, we found that they (the homeowners) did have an LP gas water heater installed and their propane tanks were buried under ground. We immediately ordered the correct water heater and installed it the next day at no cost to the homeowner. Even though [redacted] requested us to collect the $75.00 service fee, we did not.Since the water heater was up to code and the modifications were already made last year, there was no charge for that, as well. Under no circumstances did B B Plumbing intentionally install the wrong water heater and when the mistake was detected we immediately remedied the problem at no additional cost. We do have copies of the first and second work orders from [redacted] and also the receipt we gave the homeowner for what they were charged for that first visit. Since this was not an intentional act, the problem was remedied immediately and the homeowner was not charged for the second visit we feel there is no reimbursement due the homeowner. Also, the amount the homeowner says was the purchase price is not correct. They did not purchase the water heater. [redacted] supplied the water heater. The homeowners paid for the Service fee, modifications, code upgrades and disposal fees,Please let me know if you need any more additional information from us.
Sincerely,B B Plumbing