Beacon Plumbing & Mechanical Inc

***Hello again. I'm going to provide the response I recently sent to you via e-mail to provide our perspective on the matter. Please see my initial response below:- - -So I had a chance to review the invoice and speak with Dan regarding some of your concerns. Dan mentioned that
he had actually gone out on Tuesday and spoken with your father, Dan, and explained everything at that point in time. This appears to just be a miscommunication. It would make sense that Dan would provide a separate bid for the completion of the utility sink with the repipe that had been discussed. Additionally, he did not mention anywhere on the invoice that the work in question would be performed for the price quoted. I’m sorry, *** but there will be no refund or free work. Just because something was misunderstood doesn’t mean it will be done for free. The invoice is very clear and if there was any question, it should have been raised at that point in time

***,Hello again. Just like we discussed, ***, the pricing on the job is accurate for the work that was performed. We purposely discuss our pricing upfront with our customers so both parties can move forward on the same page. I feel it important to note that at no point in time
were you forced to accept our bid. If the price was something you were uncomfortable with, you could have sought a second opinion at any point in time. To be perfectly honest we 100% support our customers doing that if they want to. Also, our tech did the right thing in investigating the blockage before trying to clear it because a blockage can be caused by many different things.***, I'm not sure what you're looking for. Our guy arrived, diagnosed the issue, provided you with a game plan, that game plan was approved, the work was performed, and that was that. I'm sorry somewhere along the line we didn't meet your expectations. Our tech did was he was supposed to in keeping you updated every step of the way and seeking signatures to approve the necessary work. I'm sorry, ***, but no refunds will be issued

***,Hello again. While the background and character of our technician, Ismael is unknown to the Revdex.com, I do feel it's worth mentioning that he is one of the most honest, hard working techs we have. We wholeheartedly disagree with any claim that his work is sloppy, he was trying to "meet
a quota", or that he was guessing at the problem and quoting an absurd price. We know our technicians, and while they are prone to make mistakes because they are not perfect, the claims above are both inappropriate and exaggerated Your gas furnace dates back to the early 90's and has a handful of issues, which is for a furnace that is that old. It was no surprise to us that when we arrived your furnace was not working and we noted that a new ignitor wire was needed and the inducer motor and pressure switch were probably on their way out as well. We suggested a new furnace which was declined and once we got everything up and running, we left. The furnace shut off again later that night and we came out to take a look. After examining the unit, we recommended moving forward with a new inducer motor and pressure switch if you still didn't want to replace the unit. You declined both options, which is fine, and went on our way. I do want to note, that as I stated above, we took another look when we went out a second time. We looked at the ignitor wire we had installed the night before which is directly next to the wires you claim were left on a burner and had melted. There's no way our guys could have missed that. Nevertheless, both our guys who were there at the same time said they saw nothing of the sort and no indicators that a set of wires (large ones at that) had been burning on the burners only a few hours before A short time later I received a call from you and you claimed that our technician carelessly left some wires on your burner that had all been damaged. You mentioned that one of them was the ignitor wire. I asked for some photos and was a bit caught off guard when I saw that the ignitor wires were perfectly fine. I noted that the ignitor wires were white and appeared to be unaffected. What you had initially described as a set or group of wires suddenly turned into one wire that appeared to be damaged. Regardless, at this point in time, most people would have called the company back out to come take a look at what had happened. Instead, you diagnosed the issue, found the exact type of replacement parts, and made the fix yourself. All things that the average consumer would not know how to do nor be comfortable doing.The story wasn't quite adding up and when I asked for a bit more information I received your response claiming that I was calling your integrity into question, my customer service was horrible because I would not grant you what you wanted, and that I was calling you a liar; none of which are remotely true. We have discussed this situation at length with our technicians and have decided to side with their diagnosis and testimony against your claims against them. Best,Kasen

Hello there,My name is *** and I'm the associate you had spoken with here at Beacon. I'm not sure what I had said, but I'm very sorry it came across in an offensive way, that was never my intent.On both occasions, we displayed the toilet out of the box before it was ever installed to get
verbal and visual confirmation that the toilet would be suitable to what you were looking for. One both occasions we received confirmations and on the second trip out we even asked your wife to sit down on it and make sure it was what she wanted. She said yes, and on both visits we have signatures indicating that the work performed was to your satisfaction When we came out the second time to remove the toilet and install another brand new one, we were forced to eat the cost of the first toilet we had installed as well as the labor charges involved in that transaction. However, we did come back out regardless and give you another new toilet. After our second visit, another new toilet, and confirmation from your wife that this is what she wanted, we received a phone call from you notifying us that the new toilet was inches too high and because of that your wife's feet weren't able to touch the ground. "She hates it", you told us. You wanted us to then come out for a third time, uninstall the second brand-new toilet you had received, and then give you all your money back. I apologize, but that's not something we're willing to do.We do our best while on site to work with our customers and fulfill their needs. If after we have left and completed the work, the customer's needs change, it puts us in a difficult situation. We're sorry that we could not come to a middle ground we could both agree on. We wish you the best and we're happy to answer any other questions/concerns you might have

***,
Hello again Thank you for your patience I want to begin by saying sorry This was a four-trip job that should have been completed in just one trip I can only imagine the frustration you and your family have felt throughout this whole mess Thank you for bringing it to our attention and for being patient as we do our due diligence
Israel is a good technician and we have full confidence in him This was very out of character and we see it as an honest mistake Thankfully, Marcus was able to make it out to you and installed a brand new LP water heater that was compatible with your current setup free of charge This was a significant upgrade to the model Israel had initially installed
The total amount you have paid thus far is $2, That's important because had the correct unit been installed in the first place, your total bill would have surpassed what you have paid by a substantial amount We obviously have no desire charge for the difference, and would like to end things amicably in hopes that one day we might earn your business back
Please feel free to respond with your thoughts or concerns
Best,
Kasen

Complaint: ***
I am rejecting this response because: Not satisfy with the company explanation.I do not know any business that do not stand behind their workOnly Unreputable company would do it this way
Sincerely,
*** ***

Hello again. My name is *** and I was the one who was working with you when you had initially contacted us regarding your concern. I'm sorry things did not go how either of us would have wanted and ultimately it appears we are going to have to agree to disagree. I don't have
anything to add other than what we have already sent you via e-mail, however, I will provide a response to your closing statements
You had said that:
The bottom line is Beacon charged us times the going rate for the service of hydrojetting and did not even do the job
Please note that comparing our rates (a large, general plumbing company) with those of a small, specialized company will yield very different results. The pricing you received was written up on the invoice and ultimately agreed to. Additionally, we did do the job…to the point we were allowed. It was noted in our camera inspection and on your invoice that there was damage in your line near the side walk. Before any additional jetting could be completed it was our recommendation to complete a spot repair. Continuing to use the jetter in a damaged line could result in the jetter becoming stuck and all costs associated with retrieving a stuck jetter is passed on to the customer because we are not responsible for preexisting plumbing
By not doing the job, our basement got flooded again and we had to hire another company
You’ll see on our invoice that when working on drains we can only attempt to clear them. Preexisting plumbing and other factors can contribute to future backups. We do our best, but we can’t account for everything. In this case, our guys attempted to clear as much as they could before a greater problem was identified
We want our money back but they refuse, saying that they claim they did the work but they will not share the video of what they did to prove it and the evidence shows that they did not and we can prove that with the video of *** *** *** and the fact that nothing improved in the flow of our drainage lines
As we had discussed in previous e-mails, no one declined showing you any footage of what we were seeing. We have no problem showing customers what our camera is displaying. However, we do not record the footage and so we don’t have it on hand for future use. We can record our findings and leave it with the customer but it comes at an additional cost. I’m not sure how *** *** *** can make a claim regarding your line and whether or not it had been hydrojetted because they did not see the line before we arrived and began jetting the line. Had they seen it before we arrived and after, that would be one thing, but that’s not the case
- - -
Ultimately *** *** *** took a risk we were not willing to take. Getting a jetter stuck is a huge headache for everyone and results in thousands of dollars in additional charges. Had we taken the risk and gotten our jetter stuck, I would imagine you wouldn’t be too happy to see your bill jump from $to a few thousand. Our techs made a judgement call and we support that
I’m sorry this hasn’t quite gone how either of us would have wanted. We’re sorry your experience with us didn’t meet your expectations and I’m happy to do what I can to answer/clarify any other matters
Best,
***

***,
Hello there. My name is *** and I handle the customer concerns here. I'm sorry your experience with us did not go how either of us would have wanted. It sounds like the issue was ultimately resolved and I'm glad to hear that
Regarding the price, we do our best to handle
any sticker shock by discussing the price options upfront, like Aaron did. While I understand you feeling like you were in a bind, at no point in time did we obligate you to move forward with any one of those quotes. We are available on weekends, holidays, etc, and that comes at a higher price than your typical 9-plumber, however, there are other, larger outfits out there that could have provided you with another quote
It sounds like our guy could have communicated the customer service plan a little bit better. Saying that he "worked the books" isn't the most professional way to present that sort of thing. It's typically $in addition to the bill, however, it immediately waives the service charge ($100.00) and gives you a discounted rate for that job, which ends up paying for itself at that point. It also comes with coupons, and a year worth of service at our discounted rate. It can be removed and refunded, however, if it's refunded then the service charge is applicable and the rates are then applicable to the job.
I'm sorry we didn't meet your expectations, ***. Our guys are good techs, they're not perfect and some are better communicators than others. But we all do our best to set up certain protocols to help our customers and our guys provide good service.
We wish you the best, and if there's anything else I can clear up, don't hesitate to ask

Complaint: ***I am rejecting this response because: It is factually inaccurate on several accountsFirst, there was no camera/snake combo that was used, I was told that would be an extra charge and it was not runIf it was, it was used without my knowledge or consent, due to that extra chargeSecond, I asked for isolation of the problemI informed the plumber that I had been having issues with repeated clogs, and that I wanted the source to be foundI was told after showing him everything, including the open septic tank, that the only thing to do was have the line jettedI double checked, the price was steepBut no, this was the only way to be sure it wouldn't happen again
If I had known exactly what the problem was, I would have cleared the line once again by myself, like I had several times before and then gotten a septic service to clear the issueThe line was even cleared before the troubleshooting began, I was talking with the plumber outside and we poked the clog with a stick and flow immediately resumedBut again, I had been told that jetting the line was the only way to ensure it wouldn't happen againThe work was only agreed upon because of poor root cause analysis that, for the price I was charged, should have been more robust, especially given the apparent ease that another professional found itHindsight is no excuse, the same questions were asked to both agenciesBeacon invented a problem to solve because they could not find anything else

Complaint: ***I am rejecting this response because: The customer service called me but he said he could do nothingI am still disappointed with Beacon Plumbing.Sincerely,** ***

***, Hello again. I do try my best to avoid the "he said she said" type of situations, but it's worth mentioning that you did state that the igniter wire was the wire that was burned when we spoke over the phone. It was only after you submitted the photos and I pressed for more information that you retracted that statement. Our point of contention is not whether or not our technician touched those wires. Where the validity of the story begins to dissolve is after our technicians arrive for the second time. You're claiming that those wires were burned and damaged before we arrived on our second visit. As I mentioned before, both techs can attest to the fact that on both occasions they did not see any signs of damage to those wires. This is further substantiated by the diagnosis they left with you. There's no way they would have missed the damage to the wires based on their location, so to say that those wires were melted on the burners and our guys totally missed it and suggested something totally unrelated is not possible. I'm sorry, ***. We may have to agree to disagree on this one. Best, Kasen

***,
Hello there My name is Kasen and I handle the customer relations here at Beacon Plumbing I appreciate you reaching out and notifying us of your concerns I had a chance to speak with Jon earlier this morning and he told me that you and him had already spoken
From the sounds of it, it appears everything has been resolved?
Please don't hesitate to let me know if you have additional questions
Best,
Kasen

***,
Hello again. This is *** from Beacon Plumbing. There's a few key points you've left out in your account of what happened. When we were initially called out the known issue was that there was a clog in the line somewhere. You had told us that the septic tank had
been pumped within the past year which would lead any plumber to assume that the issue is most likely not with the septic tank itself. For that reason, when our tech arrived he approached the clog like he would any other clog. He began with a camera/snake combo. During that process the clog was cleared and flow was established. At that point in time services had been agreed upon, rendered, and the issue appeared to be resolved. Only after the initial work had been completed and our tech had left was another, separate issue recognized. That's fine, but it doesn't invalidate the work we had already performed
Additionally, while we respect the opinions of other plumbers, they weren't the first ones on site, they didn't see what we saw, hear what we heard, etc. Hindsight is always 20/and it's interesting how competitors always seem to claim they could have done what the previous plumbing outfit did much quicker and for much less
***, even if our technician somehow knew exactly what the issue was regarding your line, your septic tank, etc, you still would have been charged for that work in addition to whatever work was needed. I'm sorry, but no refund will be issued on the grounds that the work was agreed upon, performed, and accomplished the task we set out to complete
I apologize my "termination" of our e-mail conversation came across as forcible. Our perspective on the matter remains unchanged and after e-mails between us both I had nothing more to tell you and did my best to inform you that we were going to have to agree to disagree and we would not debate the issue further.
We wish you the best and if the Revdex.com has any additional questions I'm happy to do my best to answer them to clarify anything

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
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:In your response you stated it is important to tell you my current situation was not up to code. I think it is important to explain to you that I am not a plumber and the questioning your company asked of me prior to giving a quote should have given you enough information to give me a realistic quote. If your companies questioning of a potential customer was more thorough, you would get the information needed to give a proper quote. I feel that your technician gave me undue influence by stating he can not do the job without bring it up to code and required me to make a decision on the spot. After I gave the Okay to do the work and then I called Bill back, Bill said if I did not want to put in the expansion tank , don’t put it in. These two statements the one from bill and the one from your technician are in direct conflict with each other. Please explain which statement is correct?I also want to bring to your attention, the quote given to me at first was with tax included , your technician billed me tax on top of the quoted price which already included tax. I researched the price of the expansion tank which range from $to $yet your company charges me $plus tax. Although I understand you have to pay labor for your technician and you are a for profit company this price seems extremely high.This entire process makes me feel like it was a classic “bait and switch”. Being that it was a Saturday, the hot water tank was leaking and I needed immediate assistant, you quote me one price to get your technician into my property only to find reasons to raise the price, I feel you pray on customers in distress to take advantage by giving low quote over the phone only to get there and find a reason to raise the price, putting pressure on the customers to make decision on the spot, knowing that they are under stress and need assistance , this type of pressure is known as “ Undue Influence”.
Sincerely,
*** ***

Hello ***,
My name is Kasen and I work here at Beacon Plumbing I appreciate you bringing your concern to our attention I'm sorry this experience hasn't quite gone how either of us would have wanted I'd like to gather some more details regarding this particular job and so I've
compiled a few questions below Please answer them at your earliest convenience:
Who did you speak with regarding this refund? Did they say when it would be sent out?
What is the status of the natural gas hot water heater? Has it been replaced or is it still there?
After our senior tech told you this was the wrong water heater, what was decided after that? Was any game plan created?
I look forward to your response Just so you're aware our primary form of communication moving forward will be through the Revdex.com so as to keep your concern both open and active
Hopefully we'll hear from you soon!
Best,
Kasen

Hello there! I'm sorry to hear about the recent back up. Unfortunately, drain cleaning is one of the few things we do not warranty because of the numerous issues that can cause a back up. We cannot account for the overall integrity of the line nor can we accept liability for the
things that may get flushed down the toilet that shouldn't be When doing a drain cleaning we will always do our best to clear the line. We can only "attempt" to clear the line, but most times we are successful. If you experience a backup again, it's usually indicative of a larger problem.'m sorry it's not something we warranty and because of that, no refund will be issued. If you have further questions, please feel free to reach out to us!est,***

Complaint: ***I am rejecting this response because: According to the other companies I contacted, isolation was indeed easy in this caseIt took nothing more than a glance at the open septic tank for both companies to tell me that my septic tank was backed upI had not even gotten to explain that another plumber had been out at this time, they merely offered it as an obvious factI maintain that this clear and present evidence, which the plumber was clearly shown, is sufficient proof of negligence, which I am willing and able to support this with evidence, both pictures and testimonyJust because there can be many factors in a drain clog is not an excuse for a qualified plumber to be unable to see what was proven to be the primary issue when shown it directly as the first step
On the other hand, if I had been told "Yes, your septic is backed up, but continued clogs can be a result of other issues in the line as well, we'll probably want to clear the whole line just to be safe, and you should get your septic tank pumped" then I acknowledge I would have no case if I authorized itBut this was not the caseI would like to question whether Beacon thinks that a plumber SHOULD in fact be able to identify a flooded septic tank if the cover is exposed and the view is unobstructed? If so, I am clearly in the rightIf not, Beacon is falsely representing themselves as qualified plumbersIn either case, I believe I am deserving of a refund, and I believe an arbiter would agreeI believe this is why Beacon is refusing any objective investigation

***,Hello there. I'm sorry you feel the price was too high for the services we performed. I looked over the invoice and was able to cross reference the prices you were charged with our pricing book. The prices all check out and are accurate. If our guy had made a mistake
and misquoted you, we would be happy to make things right, however, this is the same price anyone else would have paid for these particular services. Additionally, our guys are very skilled. They have done these types of jobs thousands of times. They're very proficient and it's not uncommon for them to do a job relatively quickly. However, because we are a flat rate company, even if it had taken Phuoc 2, 3, or more hours to complete the job, it would still be the same price.Hopefully that helps!Best,Kasen

Complaint: ***I am rejecting this response because:Complaint: ***I am rejecting this response because:
From Beacon Plumbing's website:
"Beacon Plumbing is a leading leak detection specialist Puyallup residents can callThe best way for Puyallup residents to ensure quick and accurate water leak detection in their homes or business places is calling us to find water line pipe leaksWe maintain exceptional leak detection capabilities that help us find water line pipe leaks wherever they are hiddenTo minimize our Puyallup customers’ hassles, we find water line pipe leaks using non-invasive techniques."
Your website is misleadingThere's no gray area thereReferring a customer to a leak detection specialist when you advertise yourselves as leak detection specialists is deceivingYour "complex leak" scenario doesn't apply in my situation because the leak was feet from our house, in our yard, within feet from the meterAnd according to your response, you may have had to involve more invasive techniques such as holes in walls/floors as opposed to a specialist who may use less invasive techniques, which, while it doesn't apply to my situation, directly contradicts the advertisement
The time spent at my home was minutes topsThey turned the water on at the main and went outside to look for standing water, then referred out because we're on slabThere were no "cutting edge leak detection equipment and technologies" used
I also think it's safe to assume your employees didn't mention the time they spent parked down the street from my house as a part of that minutes they spent detecting the leakI spoke with Diontea on the phone right after they left my home and when I saw them parked down the street as I was driving, I stopped and spoke to them again to get your contact informationI guarantee all of that was the other minutes. But, perhaps, that's an entirely separate issue that I'm not
From Beacon Plumbing's website:
"Beacon Plumbing is a leading leak detection specialist Puyallup residents can callThe best way for Puyallup residents to ensure quick and accurate water leak detection in their homes or business places is calling us to find water line pipe leaksWe maintain exceptional leak detection capabilities that help us find water line pipe leaks wherever they are hiddenTo minimize our Puyallup customers’ hassles, we find water line pipe leaks using non-invasive techniques."
Your website is misleadingThere's no gray area thereReferring a customer to a leak detection specialist when you advertise yourselves as leak detection specialists is deceivingYour "complex leak" scenario doesn't apply in my situation because the leak was feet from our house, in our yard, within feet from the meterAnd according to your response, you may have had to involve more invasive techniques such as holes in walls/floors as opposed to a specialist who may use less invasive techniques, which, while it doesn't apply to my situation, directly contradicts the advertisement
The time spent at my home was minutes topsThey turned the water on at the main and went outside to look for standing water, then referred out because we're on slabThere were no "cutting edge leak detection equipment and technologies" used
I also think it's safe to assume your employees didn't mention the time they spent parked down the street from my house as a part of that minutes they spent detecting the leakI spoke with Diontea on the phone right after they left my home and when I saw them parked down the street as I was driving, I stopped and spoke to them again to get your contact informationI guarantee all of that was the other minutes. But, perhaps, that's an entirely separate issue that I'm not interested in entertaining
Nonetheless, advertising is advertising and there needs to be a change on your part as to not mislead the consumerThat was mentioned, and ignored, in my desired outcomeI'm willing to forgive the fee if it helps protect other consumers from deceptive advertising, specifically referring to yourselves as leak detection specialists and including the specific techniques you use to detect leaks
From Beacon Plumbing's website:
"Beacon Plumbing is a leading leak detection specialist Puyallup residents can callThe best way for Puyallup residents to ensure quick and accurate water leak detection in their homes or business places is calling us to find water line pipe leaksWe maintain exceptional leak detection capabilities that help us find water line pipe leaks wherever they are hiddenTo minimize our Puyallup customers’ hassles, we find water line pipe leaks using non-invasive techniques."
Your website is misleadingThere's no gray area thereReferring a customer to a leak detection specialist when you advertise yourselves as leak detection specialists is deceivingYour "complex leak" scenario doesn't apply in my situation because the leak was feet from our house, in our yard, within feet from the meterAnd according to your response, you may have had to involve more invasive techniques such as holes in walls/floors as opposed to a specialist who may use less invasive techniques, which, while it doesn't apply to my situation, directly contradicts the advertisement
The time spent at my home was minutes topsThey turned the water on at the main and went outside to look for standing water, then referred out because we're on slabThere were no "cutting edge leak detection equipment and technologies" used
I also think it's safe to assume your employees didn't mention the time they spent parked down the street from my house as a part of that minutes they spent detecting the leakI spoke with Diontea on the phone right after they left my home and when I saw them parked down the street as I was driving, I stopped and spoke to them again to get your contact informationI guarantee all of that was the other minutes. But, perhaps, that's an entirely separate issue that I'm not interested in entertaining
Nonetheless, advertising is advertising and there needs to be a change on your part as to not mislead the consumerThat was mentioned, and ignored, in my desired outcomeI'm willing to forgive the fee if it helps protect other consumers from deceptive advertising, specifically referring to yourselves as leak detection specialists and including the specific techniques you use to detect leaks
From Beacon Plumbing's website:
"Beacon Plumbing is a leading leak detection specialist Puyallup residents can callThe best way for Puyallup residents to ensure quick and accurate water leak detection in their homes or business places is calling us to find water line pipe leaksWe maintain exceptional leak detection capabilities that help us find water line pipe leaks wherever they are hiddenTo minimize our Puyallup customers’ hassles, we find water line pipe leaks using non-invasive techniques."
Your website is misleadingThere's no gray area thereReferring a customer to a leak detection specialist when you advertise yourselves as leak detection specialists is deceivingYour "complex leak" scenario doesn't apply in my situation because the leak was feet from our house, in our yard, within feet from the meterAnd according to your response, you may have had to involve more invasive techniques such as holes in walls/floors as opposed to a specialist who may use less invasive techniques, which, while it doesn't apply to my situation, directly contradicts the advertisement
The time spent at my home was minutes topsThey turned the water on at the main and went outside to look for standing water, then referred out because we're on slabThere were no "cutting edge leak detection equipment and technologies" used
I also think it's safe to assume your employees didn't mention the time they spent parked down the street from my house as a part of that minutes they spent detecting the leakI spoke with Diontea on the phone right after they left my home and when I saw them parked down the street as I was driving, I stopped and spoke to them again to get your contact informationI guarantee all of that was the other minutes. But, perhaps, that's an entirely separate issue that I'm not interested in entertaining
Nonetheless, advertising is advertising and there needs to be a change on your part as to not mislead the consumerThat was mentioned, and ignored, in my desired outcomeI'm willing to forgive the fee if it helps protect other consumers from deceptive advertising, specifically referring to yourselves as leak detection specialists and including the specific techniques you use to detect leaks
interested in entertaining
Nonetheless, advertising is advertising and there needs to be a change on your part as to not mislead the consumerThat was mentioned, and ignored, in my desired outcomeI'm willing to forgive the fee if it helps protect other consumers from deceptive advertising, specifically referring to yourselves as leak detection specialists and including the specific techniques you use to detect leaks
Sincerely,*** ***Sincerely,*** ***