Beacon Plumbing & Mechanical Inc

Complaint: ***I am rejecting this response because:
My issue is exactly as *** says it, $appears nowhere on the invoiceYour impression is that your technician gave me a complete and accurate explanation of costs, when as I mentioned before he refused to give me a breakdown of costs on the phone.
Why am I stuck on $325? Was it because I misheard *** on the phone when he actually said “three hundred five and seventy five cents, in addition to your $service charge, plus tax.” Or was it because he told me $would be how much this job would cost, to which I turned to an actual witness to this transaction so we could discuss the exact amount and decide that our account could afford it?
I don’t believe the Beacon technician can provide witness testimony to the actual events like I can
In response to ***’s comparison of my situation to a customer asking for their money back on a $10,job, that is grossly outrageous and shows perfectly the total lack of perspective and empathy that this business has for their customersI am requesting a $refundI am willing to pay $for a job that I authorizedIt’s not a $10k refund request.
I really don’t believe that Beacon Pulling is in the right on this oneI don’t believe that I am asking an unreasonable requestI believe that I have more evidence of the actual facts, that Beacon Plumbing has chosen to mismanage a bad situation and turn it into a complete waste of time for both partiesBut I do believe that they overcharged me$doesn’t appear on the invoiceYou know what else doesn’t appear on the invoice? My signature

***Hello again. This is Kasen from Beacon Plumbing. I was the one who had handled your concern here initially. We understand your perspective, and based on that alone, I can see your frustration. However, after we did some digging, we found that there was more to the
story. While you mentioned that you had told our guy where the leak was coming from and where to check for it, our guy says he never received that call. Additionally, our guy conducted a leak search, was onsite for over an hour, and told us after doing the leak search had to call you to find out where the water heater was. Once he had opened up the walls and had confirmed with you where the tank was, he was able to locate the leak and recommend a new unit. Had our guy known beforehand, as you claim, he would have been in and out in under - minutes. It would have been a very simple call.Based on the account of our tech and the GPS and invoice we have, we determined that no refund will be given. I'm sorry, ***

Complaint: ***I am rejecting this response because:Sincerely,*** ***

***,
Hello again. This is Kasen, we spoke previously about your concern. Like I had mentioned before, even with the details you provided over the phone, that doesn't necessarily rule out whether or not we can do the job. We have been called out to tens of thousands of calls
regarding leaks. If we could have deduced from the phone call with 100% certainty that a leak detection specialist would be needed, it would have been in our best interest to refer the call to them immediately considering it costs us a lot more than the $trip charge to drive out to a call. We have every incentive to avoid that drive if we can. However, because we can't tell with 100% certainty over the phone, we had our guy come out. I don't know if it's fair to say that he simply "walked around [your] home" and then referred you to a leak detection service, as our GPS says that he was onsite for minutes. And even if he was able to make that determination within just a few minutes, the price you were charged was just for the trip charge. We came out, completed our analysis, and gave you our professional opinion. That's what the $covered and that's what you received.
We have incredible technology when it comes to leak searching. There's really not a whole lot that we can't do, however, there are companies that specialize in this particular area. For example, with a complex leak (one that is not easily identifiable), there's a good chance we can still find it, but our methods are not that of a specialized company, thus, comparatively speaking, our approach may be a bit more rudimentary. It may involve more invasive procedures (more holes in your walls/floors), whereas a company who specializes in leak searches could more easily find those tough to tackle leaks without such invasive methods.
Please keep in mind, we have every incentive to do the jobs we feel we can comfortably and confidently do. It's a win for the company, the tech, and the customer. However, when we don't feel that comfort/confidence, we make a judgement call, and that's exactly what Diontea did. We support that decision and see no valid reason for a refund because the payment received was in direction connection to the services rendered
Best,
Kasen

Complaint: ***
I am rejecting this response because: Beacon was aware of our laundry had been down for over a day and a half and that we were out of options to get it back up and running so as we could continue running the hotel with affecting our guests

Hello there!This is Kasen, we had spoke over the phone about your concerns with this job. It's important to mention that the initial quote you were given was based on the information you had given us. You did not mention that the installation of your hot water tank was not up to
code. Thus, we gave you our best estimate based on what you told us. When our technician arrived he noted that the job could not be completed properly and up to code unless an expansion tank was added.All the pricing was accurate and had your current setup been up to code, we would have been able to complete the job for the price you were initially quoted Best,Kasen

Complaint: ***
I am rejecting this response because:My previous furnace was installed years ago by another company It was appropriate for my house & it was working off the original non-grounded outlet When I asked them for a quote, they honestly told me they were booked & we had to have a hour wait What I learned from working & subsequently communication with you is the following: it seems to be your company’s approved practice to overpromise & under deliver, to upsell/overcharge & to underperformMy lesson learned is to stay away from Beacon
Sincerely,
*** *

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because: I am awaiting to hear the final resolution of the response from Beacon (The service provider)
Kasen,
Thank you for providing a follow up response and letting me know where Beacon is in the process of resolving this complaint.Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** *** Plumbers name is Josh MRepair Number is ***

Hello again. This is Kasen, and you and I had spoke regarding your concerns. It's true that through the holidays there were a few handoffs as we had a lot of people traveling, out sick, or on vacation. We had been in communication with you and you were aware we were looking into
things. For a brief time, there was some sort of a disconnect between our people and you and your husband. I imagine it was due to the holiday and how many people were currently out. While it's no excuse, we were still aware of your concern and working towards a resolution.The next person to take over the concern was myself once I returned. We spoke that day (January 4th) and you had mentioned that the wall was damaged and was still in need of repair. You said that both over the phone and in the e-mail communication we had. Per your complaint above, the damage had already been fixed. Not knowing that, I assured you that I would be your new point of contact and that we would get this taken care of. It wasn't until the following day that you told me that a contractor had arrived after you and I had spoken and fixed the wall.My first question was why you had not mentioned that to us in the first place? A follow up question to that based on what you wrote above would be why you even mentioned those things in the e-mail you sent on the 4th if there was already someone who came on the 3rd? Ultimately, if we are not notified and/or someone comes out to repair/replace/modify something our guys are responsible for, any warranty, agreement, etc is considered void. As I explained to you previously, we have our own contractors that can help in these sorts of situations. They're people we trust and people we know will do a great job. We will not accept responsibility or liability for the work you had one of your contractors do without notifying us beforehand. It's a breach of trust and paying for a bill and accepting ownership over the work that someone else did that we don't know or trust opens us up for future issues. I'm sorry, but we will not pay that bill.Best,Kasen

Complaint: ***I am rejecting this response because:Sincerely,*** ***

***,Hello again! I think there may be a delay on the time you submitted your request and when we receive it because the filters have already been made and installed. As we discussed, the electrical issues were something that was only discovered after the job had begun and your old unit
was being hauled out. The moment we were aware of the issue we made you aware of the issue as well. For this reason, the work wouldn't be done at no charge. It's additional work that needs to be done at an additional cost Regarding the electrical work, we're just waiting for the green light on your part to complete that task. Once we hear from you, we would be happy to complete things!I hope that helps!Best,Kasen

***,
In an effort to address your concerns directly, I've copied and pasted your concerns into my response Please see below:
1) Beacon Plumbing explained to me when I called 03/18/that I had to talk with The Tech to get the amount of the final bill. I called to talk with the Tech he returned my call later that day. I ask Diontea to come pick up his tools and sump pump that and give me a revised bill. I also asked what would he be chargingHe stated it would be $or $Diontea never showed upI kept calling getting the other Supervisor who quoted different prices by e-mail
- When we spoke with Diontea, he told us that he had told you the price before tax would be around $ Additionally, we have no record of you speaking with a "supervisor" that was quoting you different prices by e-mail
1) did not do a video or camera on my system, where is the proof, they did not show meThey quoted cost prior togoing to work on my system why not this cost
- *** when we perform a video inspection or any other task, we don't require that the customer be present Just because our technician didn't show you the video, doesn't mean it didn't happen We don't record those inspections and typically don't show the customer because it is more for our knowledge than anything else As the techs, we need to see what's going on, which is why we use the camera
2) The Tech did not tell me they were putting on a check Valve
- Our tech told us that you were aware of what was being done
3) The Electrical Cords were cut to the pump before testingThe pump was still good, but because of them cutting the cord, I had to put in a new pump.
- This was never mentioned to us previously I'm not sure why we would have to cut a pump to test it, nor am I sure why you would have to purchase an entirely new pump because wires were cut
4) The Techs did not have knowledge of the Electrical Box connecting the system so they could not test the system
- See response to #
5) They installed a Sump Pump which is not the right pump for my systemThey charged me $for installing a new pumpBut then They called their office and found out it was not the right pump for my system
- I'm going to answer these two together Our techs encountered some electrical issues, which they were not trained for Their initial plan to install a new sump pump proved unfruitful, which is why that portion of the job was stopped, those fees were waived, and you were only charged for the work that was performed
***, when we first spoke you had told me that our guys were on your property for quite some time working on your sump pump and didn't do anything else I confirmed with you, and asked again, if they had done anything else while on site You told me no My initial thought was that the charges were strictly for labor, which wouldn't be uncommon on a job where we had two guys on site for hours However, after speaking with Diontea he told me that there were a handful of things that were done When we spoke again you admitted that you weren't actually watching them the entire time so you weren't entirely sure if they had or hadn't done anything else
It would make perfect sense for our guys to do what they did when working on a job dealing with a sump pump Additionally, I can't imagine them only focusing on a sump pump with electrical issues for the entire hours
*** as we told you before, we're sorry this didn't pan out how either of us would have wanted We have attempted to refund the difference but you have disputed the charges The only thing you were charged for was on the work that was performed, and that was charged at a discount as well
I appreciate your time in reading this e-mail, I know it's long
Best,
Kasen

Complaint: ***I am rejecting this response because:
I will be calling your office and I am still unhappy with your, work service and priceSince the new toilet is now and I never touched a thing, it better not cost me anythingMy other toilet was in here for well over years and it did not moveYour company has other bad reviews regarding your pricing
Sincerely,*** ***

Complaint: ***
I am rejecting this response because:Beacon was called to clear the shower drain and they failed to perform that workThis was not a separate clog.Saying that they don't provide copies of videos is unbelievable. I have hired many plumbers, and all legitimate companies provide copies.There were no problems with the main drain line as evidenced by the video from the honest plumbing company we hired
Sincerely,
*** ***

Hello again. It's important to note that the electrical issue was just that, an electrical issue. You had a very outdated electrical supply box, something that would be totally out of the scope of a heating and air conditioning technician. Hence an electrician had to be called to properly diagnose the issue and provide a solution. We don't check your electrical supply before installing a furnace because the grand majority of the time (1) it's not an issue and (2) our HVAC techs don't have proper training to do so. It would involve an electrician coming out before any work was performed just to verify that everything was up to date. While we do our best to bid out jobs as accurately as we can, we cannot account for every possible outcome. We don't know how well your home, venting, electrical, plumbing, etc has been maintained or not maintained so we do the best we can with the information that's provided and presented to us. Hindsight is 20/and it's very easy to criticize our technicians, but even our most experienced HVAC tech took a look at this scenario and confirmed that even he would have done exactly what Tony did when he was on site Regarding the box and filter concern you had, the current box you had was not fabricated nor installed correctly. It was hanging off on both sides and was very poorly constructed. Our technician created a new box based on your current set up and cut out some custom filters to use in the unit temporarily until you or the tenant ordered your own. Custom filters are very common, hence you can go down to Home Depot and purchase a large filter that can be cut to any size. Different homes are set up in different ways based on the size of the house, size of the unit, space to work within, duct work, etc. Sometimes boxes are bigger or smaller depending on what we're working with Hopefully that helps!

Complaint: ***I am rejecting this response to keep the dialogue open and continue working towards a resolution with Beacon Plumbing
Kasen,
Please see my response below to your questions
Who did you speak with regarding this refund? Did they say when it would be sent out?
I spoke with Israel, the tech who did the initial install and multiple service calls to troubleshoot the continuous problemsI called Steve, a manager to request a refund for the Circ PumpI discussed my concerns and desire to have a refund when Marcus arrived on site to correct the initial install
What is the status of the natural gas hot water heater? Has it been replaced or is it still there?
The hot water heater was replaced on the 18th after week with no hot water and multiple service calls and time off to await the techs arrivalThe only on time arrival was from Marcus, whom also stayed until the work was confirmed complete
After our senior tech told you this was the wrong water heater, what was decided after that? Was any game plan created?
Marcus informed me that the hot water heater which was initially installed would need replacingHe was able to conduct this troubleshooting within the first 5-minutes while on siteHe replaced the water heater that day
Thank you for your timely response Kasen
Sincerely,*** ***

Complaint: ***I am rejecting this response because: I still feel Beacon Plumbing is not being truthful, Kasen wasn't there on site and he does not know what work was performed. They were Trainee Plumbers, I checked there licenses. One of the Trainee's license was not validThey spent a lot of time trying to decide what to do after the cut the cords to my Septic PumpThey wanted me to call me brother who is a Retired Electrican, I did call him but decided against itI am not saying I don't owe them something for unplugging and pumping the tank out, but I just do not owe them the amount you made upI have to pay for the pump that they cut the cords to, because they did not know what they were doing. They did use a rake like snake to unstop the tank (which I still have), but they did not do a camera/video. They said they had a pump in the truck when they said my pump was badBut they did have a pump, the things that happen on site you would not know you were not there. I thought Diontea knew what he was doing until it got late and I gave them flash lightsyou can't do much in the dark. So, yes they spent a lot of time trying to figure things out while the tank was drainingThe Customer is suppose to be given the benefit of the doubt, but you are just not fairMy friend is working with the credit card company, it is in dispute because the trainees stated they were almost done and he gave them his card number because he needed to go homeI did not get a copy of the bill nor did my friendYou emailed me copies of the original bill with figures written on it your company emailed me several bills with different amounts. I had to request several time you send me a copy of the bill and it was not correctKasen did not enter into this until you felt your Trainees needed to receive more money for there time, Diontea gave me the amount I should pay. That is what I feel is right.Sincerely,*** ***

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
While I would prefer a refund for services not performed satisfactorily (again, a 2nd business was able to satisfy at HALF of the cost paid to this business), I sincerely wanted an acknowledgment of my complaint from this business It is not truly satisfactory, but it is all that I required.
Sincerely, *** ***