Beacon Plumbing & Mechanical Inc

[redacted],
Hello again.  I recently received an update that Beacon will be sending someone back out to you to administer the repair free of charge.  All that needs to happen now is for you to give our dispatch team a call at 206.720.2040 and schedule the repair.  I've already noted...

that you do not want Mike V to come back out as well.  
I hope that helps and I wish you the best!
Sincerely,
Kasen

Complaint: [redacted]I am rejecting this response because:
My well doesn't have a foot valve on it so it should be easy to bring up the pump and second Josh only gave my one receipt and that was the one that was installing your pump and not mine. Plus why do I have to give you the receipt of the other plumper since that really isn't your business of what he did. He got me water in my house while Josh couldn't even get me water and plus Josh isn't telling you the truth since he want to rip me off and not refund the money that is owed to me. I looked at all the receipts and the one of installing you pump is the same price as the one that you charged me for installing my own pump. So tell me how that can be when he is saying that he gave me two receipts. That is telling me that he just made one up to cover his as. So you are also telling me that your techs can come out and not get a prime on a water pump and then tell the customer that it isn't his problem that you have no water and leave you stranded and don't even care. It took three days for some one to call me and that wasn't to see if I had water it was all about a stupid flash light the Josh called me first and I told him I didn't have it and then the next day Patrick called me about the same thing and I told he the same. So leaving me without water was not on your list to fix but for me to waist me time in trying to find a flash light that wasn't even at my house. Josh didn't care if I had water and it seem to me that you really didn't care either. I paid for a job to have water and didn't receive it so why should I pay for services not rendered?Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I know what I was told on the phone. I was told that the job would cost between $400 and $500. I want an itemized bill for the work that was done. If I was charged more that $300 in labor I want everything above that amount refunded back.
Sincerely,
[redacted]

[redacted],I'm sorry to hear about what happened.  It sound like things don't go how either of us would have wanted.  I'd like to get some additional details regarding your particular job and talk more about what happened.First I'll need to track down your invoice.  I should be able to find...

it with the information you've provided, but just incase there's some confusion can you please let me know any or all of the following:- Who the technician(s) were that completed your job- When, more or less, we were working on your job- What the job number wasIf you don't have the invoice or if you can't remember, that's ok.  Just let me know either way.  In order for us to continue communication through the Revdex.com we will need to respond to one another's messages or the complaint will automatically close.I look forward to hearing from you soon!Best

Complaint: [redacted]I am rejecting this response because:
I want to make sure I understand correctly that Beacon is saying there is no recompense for me regarding the fact your employee was illegally on my roof.  I also want to make sure I understand that Beacon is in no way going to refund any or all of the monies I paid for a job that did not fix my plumbing issue and that I did not sign off on as satisfied.  In addition Beacon is not going to take responsibility for the fact an employee failed to locate a usable clean out and tried to get me have one I did not need installed.  Before the Revdex.com closes out this inquiry, I would like a response from Beacon stating this is in fact their position. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I know what I was told over the phone. It was the job would cost  $400 to $500. The bill was not itemized as to how much was parts and how much was labor.f I was told that the job would cost more than $700. I would have cancelled the job and did the work myself. If I was charged more than $300 in labor I want that refunded back to my C.C.
Sincerely,
[redacted]

Hello again.  My name is Kasen and I was the one you were corresponding with initially regarding your concerns.  I apologize, but our perspective on this matter has not changed.  When the pump was initially installed, there was a slight problem with the tail end of the...

installation.  We were able to rectify this by sending another tech out and resolving the matter free of charge.  As we had explained, the pump and the hydro jetting were two separate tasks.  The issue with the pump install did not have on affect on whether or not the hydro jetting would have been necessary, which is why we did not refund that.  The Four Aces tech you reference said that the hydro jetting was not necessary, but this was after we had already hydro jetted, and cleared your line.  Had he seen it before we had cleared it, I think his answer might have been different.It's worth mentioning that your line did need some work.  There was a belly in your line which is what was one of the causes of the backup you experienced.  You did not want to replace that section of your pipe, which is totally fine, but we do stand by our assessment of the work. We wish you the best, and I'm sorry we were not able to come to a reasonable middle ground.

[redacted],I'm very sorry your experience with Beacon was not what either of us would have hoped.  I can assure you our guys would not recommend services that were not needed, and we respect the decisions of all our customers as to whether or not they wish to proceed forward with us.  I'm not...

aware of any verbally abusive things that were said, but I do know the "abuse" and profanities you are referencing were actually a talk-to-text error.  Our technician had said the word "bids" and instead it came out as [redacted].  If you look at the context in which that word was used, you'll see the profane word is very much out of place.  Accidents do happen and our tech should have reviewed the message before sending it.  We do apologize for the unintended consequences of that sent message.  This isn't something we'd issue a refund for, but we are happy to fall on our sword and apologize for what happened.Best,Kasen

[redacted]Hello again.  My name is Kasen and I'm the one you had initially spoken with regarding your concern with the pricing.  As we discussed, the pricing is accurate for the diagnosis and proper connection we completed back in August.  Providing us with the materials rarely has a...

large impact on the pricing because the majority of the cost comes from the labor and liability involved in any job.Our invoice indicates that you authorized Frank to proceed forward with the work at the price quoted.  Once that invoice has been signed, both parties are in agreement, and work has been completed, going back on the agreement puts us in a bit of an awkward situation.I'm sorry for the sticker shock, that's never our intent.  We wish you the best and apologize that the overall job did not go how either of us would have hoped.

Complaint: [redacted]
I am rejecting this response because:I never said that the igniter wire was burned. You may have assumed, but I never stated that. You also did not have to "press for more information," as I offered to send pictures and texted them right away to Your email for you to review. I offered every bit of information as was pertinent from the get go. First to another associate there who answered my original call, who then transferred me to You and I went over the entire story again. I'm sure You have the phone calls recorded and should be able to verify what was said if it's really that important. If I indicated the igniter wires were burned, I'm sorry for that misunderstanding. I never called those wires into question, except when I told You they were loose and hanging freely and could have been burned in the future if they relaxed any more than they already had and ended up touching the burners.The wires in question had to have been burned when the technicians came out the second time, as that was the reason for failure to ignite. If they weren't melted and shorting the system, it would have been igniting and I never would have called You back out. I know this to be true, as those wires were all I repaired and it started working right away and has been working going on 18 days now. If he didn't notice leaving the wires on the burner during the first visit, there's a good chance he wouldn't have noticed them laying there the second visit. As I stated, if You have photos of the completed work showing the wires in good shape and not touching the burners, please provide those.Please please please do something to make this right. This is really becoming even more of a frustration over the last 3 and a half weeks as You have been denying any fault and have been unwilling to do anything to attempt to make this right. It's not the money for the repair that's a huge deal, as You have the right to charge whatever You would like for labor and parts, and we agreed to it. My frustration is the damage that was done as a result of the negligence on the technician's part during the repair. The fact I then had to go an extra few days without heat for my family, being told I need motor replacement (bad diagnosis) and having to eventually take matters into my own hands and repair the damage the technician caused.  Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Unit installed was not clearly identified in the booklet presented to me at time of service.  The booklet was small and description of unit was inadequate.  I would think a retail quote for the unit next to your service fees would present the service in a fair manner.  If it was clear that the unit retailed for $499, I never would of payed $1799 for it installed.  
Sincerely,
[redacted]

[redacted],Thank you for your response.  I've spoken with our technician regarding your concerns and would like to share my most recent findings with you.  
First, you mentioned that Josh was unable to prime your pump.  According to our tech the prime was lost because of an old foot valve.  We made it very clear before any work was done that if we could not find the well to examine the foot valve we may lose the prime.  You were unsure of where the well was located and even after we helped you with your search we were not able to find it.  Thus we proceeded with your consent and unfortunately the prime was lost as we had predicted.
The next issue I wanted to cover was that of the "other plumber" that came out and was able to prime your pump within 5 minutes.  Like I had mentioned previously, we would like to see the documentation outlining his work and findings.  In your second to last response you had said you were unable to send us this information because you didn't have internet.  Once your internet becomes available, please send us what you have regarding that job.
The next concern was about your pump and your claim that our technician said it was defective.  Josh told me that your pump wasn't defective, it was simply ineffective.  Based on the invoice you had mentioned that you thought the well was 150 - 200 feet deep when the pump you wanted installed was only rated up to 120 feet and pumped at 1 GPM.  So it's not that the pump was bad, it just wasn't a good fit for the type of well you had.  For this reason we recommended our own pump.
That brings me to the final concern.  You said we had promised you a refund but according to Josh that was not the case.  Instead what happened is that we outlined a price based on us installing one of our pumps but once you provided your own we changed the price and charged you accordingly.  Please feel free to reference the invoices we left with you as you can clearly see there were two options written up.  One involved the installation with our pump, the other with yours.  There were two different prices and you approved the cheaper one (installing your pump) and declined the more expensive one (the installation with our pump).  Hence no refund is necessary because we never charged you for the installation of our pump.
I hope I've adequately covered the concerns you mentioned in your response.  Please let me know if there's any other questions you may have.  Our technician had also mentioned that you still have his flashlight and have refused to return it.  Should we hear from you again, please address your reasoning for not returning his property to him.
Best,
Kasen

Complaint: [redacted]
I am rejecting this response because:Kasen and I talked for the first time on 5th January (not before that as he didn’t pick my call on 3rd or 4th)as can be seen in mail screenshot and during this call I told him I had to fix the damage since 1) no response from Beacon 2) my contractor was going to be busy for a long period afterwards. My contractor came to look at damage on 3rd, gave us quote and started work next day .When we talked on 5th , the repair was almost done and I had mentioned this to Kasen. He told me that it is unlikely Beacon will cover it but he will try. So in short - we never talked / Beacon didn’t respond while or before the repair work was going on and on the first chance I got hold of him on call which was on 5th I mentioned the repair . We did everything we could in the right manner in this situation . No customer should be expected to  keep an open damage in their house waiting for a response for over 4 weeks from a business who sent only 2 mails in the first two days of this entire time period .For  whatever reasons , Beacon dropped the ball here by first never owning up  to the damage they incurred to us and then never responding to our efforts in reaching out to them. They already charged us around $400 for a simple toilet valve replacement and on top of that put another $400 on us by denting our  wall. This is unacceptable  and I request Revdex.com to resolve this dispute.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: When I called Beacon Plumbing out, Josh stated that they would be replacing all of the PVC pipes and valves, that is why I agreed to it, but when all was said and done, only a few inches of pipe were used, the old valves still remained, and Josh's partner (I apologize, I cannot recall his name) stated that the valves were in need of replacement, could it be, possibly that the reason that they could not get my water back on was because corners were cut? Why did I agree to pay for all new pipes and valves, but only a few inches of PVC were replaced?
You state the following "This job was routine and shouldn't have taken as long as it did, however, there were some unexpected hiccups.  This happens, and when it does we expect our guys to stick it out and get the job done, which is what Josh did." If Josh stuck it out, as you stated, how come my family was left with no water? Once again I cannot recall the name of Josh's partner, but he was dedicated to getting the job done, he kept working, and playing with the switch, all the while Josh was looking at his phone, complaining that it was getting late, and telling his partner to hurry up, he wanted to go, so please do not tell me how dedicated Josh was. His partner, yes, he was beyond dedicated, and actually seemed to care, Josh just wanted to get out of here.
As to you stating that Josh states that he told me that he would return first thing in the morning....  Actually what he told me was:  "Sorry, I've got to go, I will try and make time to swing back by tomorrow afternoon, but I can't make any promises"   You and he can deny it all you want, but that is what I was told. So I was expected to go without water for another whole day, and if he still couldn't fix it, another night and another morning until I could get someone else out???  I know that you truly do not care about anything more than holding onto my money, but if you were in my shoes and your children were without water to drink, showers, a toilet, sinks to wash in, would you patiently wait days upon days for some company to take their sweet time getting around to "possibly" fixing the problem? Of course you wouldn't, if you had someone at your house that obviously didn't give a hoot, you'd call someone that would show up immediately, and stay until the job was done, and deal with the other apathetic company later, once you children had water to drink, but of course we're not talking about your family, we're talking about my lousy family.
Out of curiosity, considering that I have my phone in front of me, showing all of my call records back to October, you stated: "Josh told our dispatcher that he would be returning to your property first thing the next day."     How come I received a call from Josh's partner at 12:24 PM asking when that afternoon they could show up to look at the switch again????  Is "later this afternoon" the same as "first thing the next day"?  To me "first thing the next day" means 7:00 or 8:00 AM, maybe 9:00 AM, not 2;00 PM or 3:00 PM or 4:00 PM or whenever they decided to show up, so I suppose I was supposed to just sit around and wait, with no water, correct?
So, I now realize that your company's very last priority is customer satisfaction, and actually doing what you were hired to do, so thank you for the $20.00 switch that is sitting in my toolbox, and you are very welcome for the $1,337.00, wow, I sure am "freakin" now, glad I called Beacon. Sincerely,[redacted]

[redacted],Hello there.  My name is Kasen and I'll be helping out with your concern.  I'm sorry to hear that no one has obtained a permit as of yet.  Do you recall who you spoke with about this?  Was it only with Frank?  Are you sure the electrical permit was in fact needed?Let...

me take a look at your job and please let me know who you spoke with and we'll see if we can get you taken care of.Best,Kasen

[redacted],Hello again.  Unfortunately, our accounts don't quite match up.  Ultimately, you asked Beacon Plumbing to take responsibility for damage done to your wall.  We were unaware of this damage until you brought it to our attention.  While doing our due diligence you hired a contractor without telling us and then served us with a bill once the work had been complete.  I'm sorry, [redacted], but we're not covering this billBest,Kasen