[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
Complaint: [redacted] I am rejecting this response because:The estimate recieved by the business was overestimated and inaccurate according to multiple companies (all of whom were within $of each other) and yours was +2k higherI stand by the fact that we were taken advantage of because we communicated we are not familiar with plumbingI had proof that a $estimate of inputting a ptrap was only $ It was not worth the $to recieve an overestimated amount and be told that was the only resolution- it clearly was not
Hello ***, We apologize that your experience was not as pleasant as either of us would have wantedWe first called you because we saw an unpaid billWhen you explained the situation, we did our best to listen to your experience, send you a copy of the invoice, and speak with our technician to see his perspectiveUnfortunately, the technician who was at the job site was no longer employed at Beacon PlumbingUsing our best judgement we moved forward by respectfully telling you the consequences of unpaid billsWe told you this because we saw a signature of the invoiceMeaning you, or someone on your behalf, accepted the services and the chargesHowever, we were never aware that the signature was not your fathers.To move forward, we are sorry for the manner in which you and your father were treatedAs we had mentioned before there was miscommunication on all sidesWe apologize for the way you and your father were treatedWe never teach our technicians to be rude or to use "strong arm tactics"We will accept the settlement amount of $
Complaint: [redacted] I am rejecting this response because: Never did I say the igniter wire was the one that was burned(Did You say You only replaced the igniter wire, or the igniter? Because I was charged for igniter replacement, not igniter wire replacement.)The wires in question are the wires going to the flame sensor and the limit switchBoth of which were in fact touched by the technician if he in fact did the "tune-up" we were charged forSo either A.) he didn't do the tuwe were charged for, or B.) After doing the tuand cleaning the flam sensor, he left the wires on the burners and caused damage to themWhich one is it?Most of the damage was to the red wire (going to flame sensor,) but the orange/brown wire going to the limit switch was also affected by the heat and had metal showing through(See attached photosPictures were taken once wires were pulled up off burnerYou can see orange/brown wire metal showing at the base of the connector, and the melted casing of the red wire with exposed metal.)White wire going to the igniter is not burned, but as I stated; could have very easily, over time, relaxed more than it did and could have been affected as wellTechnician did nothing to secure wiring up out of the way of the intense heat of the burnersBut potential future complications are not the reason for this complaint.You stated I did not give Your company a chance to fix the work, or call You out to continue diagnosisThat is untrueI gave Your company a chance to fix the problem by calling them back out on 10/11/2017; one day after the initial replacement of the igniter and the tune-up, which is when we were told the issue was now the inducer motor and pressure switch and that was why we had no heat and the furnace would not light(Again I state that that diagnosis is inaccurateI know this, because with the simple repair to the wires the technician should have seen, everything is running just fine going on days now.) You stated the technician left the wires in good condition, and there was no evidence of melted wires when he came out for the second visitIf you have photo evidence of this, please provide thatI continue to be very disappointed with Beacon plumbing's handling of this issue Sincerely, [redacted]
Hello there!This is Kasen at Beacon Plumbing We spoke about your concerns recently I've attached the invoice from the work we did back in May If you remember we discussed that our guy was actually there for almost an hour and the invoice stated that we (1) tested your lines and they were clear and (2) there's no warranty on the drain cleaning.I apologize, but if your lines backed up months after we were last out there, that is not something we cover We're happy to come back out and take a look, but it would be treated as a new job.Best,Kasen
***, Hello again My name is Kasen and I was the one that initially took your call when you had first brought your concern to us Our decision hasn't changed since we last spoke, however, we did find an error on our part As we had explained, our techs use a price book to price out all their jobs That way the price remains the same for everyone Eric had use the price book but misquoted the job by $ The cost for the sump pump you received was $1267.75, not $ When I spoke with Eric about it, he admitted he must have made a mistake In his defense, I've never seen that happen I don't know if it was because it was 2:am and he was still waking up or what the reasoning was Nevertheless, that was our mistake and we're happy to issue a refund for the difference Aside from that mistake, Eric performed the job as he should have, which is why we feel a 50% refund is not warranted Please contact me at your earliest convenience and we'd be happy to return that to any major debit card 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 afterwardsMy 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 KasenHe told me that it is unlikely Beacon will cover it but he will trySo 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 weeks from a business who sent only 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 themThey already charged us around $for a simple toilet valve replacement and on top of that put another $on us by denting our wallThis is unacceptable and I request Revdex.com to resolve this dispute 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 workWe wish you the best, and I'm sorry we were not able to come to a reasonable middle ground
Hello again I apologize for the miscommunication; I’m not implying at all that the high prices you’ll see in this industry are because of lots of mistakes What I had said was that this industry is known for having high prices and my thoughts on why the prices in the industry are high was because there’s a high degree of liability that comes with what plumbers do Again, I’m referring to pricing and the industry generally There’s nothing deceptive about what we do The pricing is on the invoice and something that all parties agree to If this was not something you were comfortable with at the beginning, we 100% respect our customer's decision to walk away and seek assistance elsewhere It puts everyone in a very difficult situation when the work is done, it's been agreed to, etc., and then the customer claims the price was too high I'm sorry, ***, I know there's pressure from your managers regarding the bill If mistakes had been made on our part, we would happily issue out a refund
***, Hello again I'm sorry to hear that since we last spoke your toilet has become loose That's very interesting Additionally I'm not sure if there's any sort of correlation between your toilet and the water you hear in another room If you feel the work we have completed for you is compromised in some way, you're welcome to call our main office and schedule a time when a plumber can take a look at the work that was done If a mistake was made, we're happy to correct it free of charge, however, if the issue is unrelated to the original work then it will be treated as a separate job Our main office number is Thanks, ***, I hope that helps! Best, Kasen
***,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 happy to continue working through the Revdex.com The last email I received from Steve stated he would like to separate the issues and focus on whether Beacon was correct with respect to the status for the clean out location as well as finding out where to source and locate the blockage I am not sure why this is necessary because in his previous email, he stated the technicians told him they did find a cleanout beneath the house, even though on the invoice from Beacon it clearly states "Beacon proposes to excavate on the back side of the home...to install a cleanout" which supports my accusations I was told there was not a cleanout and there actually was one Further, the technicians did not scope or take any other investigative actions to determine where the line was blocked or why, so I am not sure why this is an issue now Steve also restated he would like to look at the bill from the company I did have come out and scope and flush my line, which is not pertinent to my complaint with Beacon I am still asking for the refund of my money as resolution to this problemSincerely, [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 $for it installed Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I never said that the igniter wire was burnedYou may have assumed, but I never stated thatYou 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 reviewI offered every bit of information as was pertinent from the get goFirst to another associate there who answered my original call, who then transferred me to You and I went over the entire story againI'm sure You have the phone calls recorded and should be able to verify what was said if it's really that importantIf I indicated the igniter wires were burned, I'm sorry for that misunderstandingI 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 igniteIf they weren't melted and shorting the system, it would have been igniting and I never would have called You back outI know this to be true, as those wires were all I repaired and it started working right away and has been working going on days nowIf 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 visitAs 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 rightThis is really becoming even more of a frustration over the last and a half weeks as You have been denying any fault and have been unwilling to do anything to attempt to make this rightIt'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 itMy frustration is the damage that was done as a result of the negligence on the technician's part during the repairThe 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]
Hello again! As we had discussed yesterday in our correspondence, the pricing was all directly out of the book and presented to you upfront before any work was performed The pricing was accurate and you were also presented with a more affordable, less expensive option You decided to go the more expensive route so we proceeded forward and did the work as it was bid out We also explained that we're not a time and materials company so there's no hourly/material breakdown that we can provide All pricing is done by tasks performed In other words no matter who you are or where you're at the pricing would be the same for the services you received For this reason we instruct our techs to discuss the price upfront so any questions/concerns/issues can be handled then as opposed to after you've agreed to the work and we have completed it.Seeing as our guy did everything by the book and the job was approved by you while we were on site, there wouldn't be a refund in this case, however, we did offer you a generous credit which you declined, unfortunately.We wish you the best.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.
[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 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
***,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 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 - feet deep when the pump you wanted installed was only rated up to feet and pumped at 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
Hello there ***! I'm sorry to hear the price was not something you were comfortable with Our technician provided a quote for $to attempt to clear the shower drain This is our standard rate for that particular task It's in our price book and it's the same price anyone else would pay for these services We're glad that our technician discussed these things with you prior to doing any work so you were able to make a decision you were comfortable with We provide a high quality service and our prices reflect that We're not your average plumbing company We can respond almost immediately, even on a Christmas morning or Thanksgiving evening Our trucks are fully stocked, so no fees for extra trips back to the warehouse And we hire great people, so we can do just about any job out there.Ultimately, I hope you were able to get your drain unclogged, even if it wasn't by us We wish you the best, ***
[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
Complaint: [redacted] I am rejecting this response because:The estimate recieved by the business was overestimated and inaccurate according to multiple companies (all of whom were within $of each other) and yours was +2k higherI stand by the fact that we were taken advantage of because we communicated we are not familiar with plumbingI had proof that a $estimate of inputting a ptrap was only $ It was not worth the $to recieve an overestimated amount and be told that was the only resolution- it clearly was not
Hello ***, We apologize that your experience was not as pleasant as either of us would have wantedWe first called you because we saw an unpaid billWhen you explained the situation, we did our best to listen to your experience, send you a copy of the invoice, and speak with our technician to see his perspectiveUnfortunately, the technician who was at the job site was no longer employed at Beacon PlumbingUsing our best judgement we moved forward by respectfully telling you the consequences of unpaid billsWe told you this because we saw a signature of the invoiceMeaning you, or someone on your behalf, accepted the services and the chargesHowever, we were never aware that the signature was not your fathers.To move forward, we are sorry for the manner in which you and your father were treatedAs we had mentioned before there was miscommunication on all sidesWe apologize for the way you and your father were treatedWe never teach our technicians to be rude or to use "strong arm tactics"We will accept the settlement amount of $
Complaint: [redacted] I am rejecting this response
Complaint: [redacted] I am rejecting this response because: Never did I say the igniter wire was the one that was burned(Did You say You only replaced the igniter wire, or the igniter? Because I was charged for igniter replacement, not igniter wire replacement.)The wires in question are the wires going to the flame sensor and the limit switchBoth of which were in fact touched by the technician if he in fact did the "tune-up" we were charged forSo either A.) he didn't do the tuwe were charged for, or B.) After doing the tuand cleaning the flam sensor, he left the wires on the burners and caused damage to themWhich one is it?Most of the damage was to the red wire (going to flame sensor,) but the orange/brown wire going to the limit switch was also affected by the heat and had metal showing through(See attached photosPictures were taken once wires were pulled up off burnerYou can see orange/brown wire metal showing at the base of the connector, and the melted casing of the red wire with exposed metal.)White wire going to the igniter is not burned, but as I stated; could have very easily, over time, relaxed more than it did and could have been affected as wellTechnician did nothing to secure wiring up out of the way of the intense heat of the burnersBut potential future complications are not the reason for this complaint.You stated I did not give Your company a chance to fix the work, or call You out to continue diagnosisThat is untrueI gave Your company a chance to fix the problem by calling them back out on 10/11/2017; one day after the initial replacement of the igniter and the tune-up, which is when we were told the issue was now the inducer motor and pressure switch and that was why we had no heat and the furnace would not light(Again I state that that diagnosis is inaccurateI know this, because with the simple repair to the wires the technician should have seen, everything is running just fine going on days now.) You stated the technician left the wires in good condition, and there was no evidence of melted wires when he came out for the second visitIf you have photo evidence of this, please provide thatI continue to be very disappointed with Beacon plumbing's handling of this issue Sincerely, [redacted]
Hello there!This is Kasen at Beacon Plumbing We spoke about your concerns recently I've attached the invoice from the work we did back in May If you remember we discussed that our guy was actually there for almost an hour and the invoice stated that we (1) tested your lines and they were clear and (2) there's no warranty on the drain cleaning.I apologize, but if your lines backed up months after we were last out there, that is not something we cover We're happy to come back out and take a look, but it would be treated as a new job.Best,Kasen
***, Hello again My name is Kasen and I was the one that initially took your call when you had first brought your concern to us Our decision hasn't changed since we last spoke, however, we did find an error on our part As we had explained, our techs use a price book to price out all their jobs That way the price remains the same for everyone Eric had use the price book but misquoted the job by $ The cost for the sump pump you received was $1267.75, not $ When I spoke with Eric about it, he admitted he must have made a mistake In his defense, I've never seen that happen I don't know if it was because it was 2:am and he was still waking up or what the reasoning was Nevertheless, that was our mistake and we're happy to issue a refund for the difference Aside from that mistake, Eric performed the job as he should have, which is why we feel a 50% refund is not warranted Please contact me at your earliest convenience and we'd be happy to return that to any major debit card 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 afterwardsMy 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 KasenHe told me that it is unlikely Beacon will cover it but he will trySo 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 weeks from a business who sent only 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 themThey already charged us around $for a simple toilet valve replacement and on top of that put another $on us by denting our wallThis is unacceptable and I request Revdex.com to resolve this dispute 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 workWe wish you the best, and I'm sorry we were not able to come to a reasonable middle ground
Hello again I apologize for the miscommunication; I’m not implying at all that the high prices you’ll see in this industry are because of lots of mistakes What I had said was that this industry is known for having high prices and my thoughts on why the prices in the industry are high was because there’s a high degree of liability that comes with what plumbers do Again, I’m referring to pricing and the industry generally There’s nothing deceptive about what we do The pricing is on the invoice and something that all parties agree to If this was not something you were comfortable with at the beginning, we 100% respect our customer's decision to walk away and seek assistance elsewhere It puts everyone in a very difficult situation when the work is done, it's been agreed to, etc., and then the customer claims the price was too high I'm sorry, ***, I know there's pressure from your managers regarding the bill If mistakes had been made on our part, we would happily issue out a refund
***, Hello again I'm sorry to hear that since we last spoke your toilet has become loose That's very interesting Additionally I'm not sure if there's any sort of correlation between your toilet and the water you hear in another room If you feel the work we have completed for you is compromised in some way, you're welcome to call our main office and schedule a time when a plumber can take a look at the work that was done If a mistake was made, we're happy to correct it free of charge, however, if the issue is unrelated to the original work then it will be treated as a separate job Our main office number is Thanks, ***, I hope that helps! Best, Kasen
***,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 happy to continue working through the Revdex.com The last email I received from Steve stated he would like to separate the issues and focus on whether Beacon was correct with respect to the status for the clean out location as well as finding out where to source and locate the blockage I am not sure why this is necessary because in his previous email, he stated the technicians told him they did find a cleanout beneath the house, even though on the invoice from Beacon it clearly states "Beacon proposes to excavate on the back side of the home...to install a cleanout" which supports my accusations I was told there was not a cleanout and there actually was one Further, the technicians did not scope or take any other investigative actions to determine where the line was blocked or why, so I am not sure why this is an issue now Steve also restated he would like to look at the bill from the company I did have come out and scope and flush my line, which is not pertinent to my complaint with Beacon I am still asking for the refund of my money as resolution to this problemSincerely, [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 $for it installed Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I never said that the igniter wire was burnedYou may have assumed, but I never stated thatYou 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 reviewI offered every bit of information as was pertinent from the get goFirst to another associate there who answered my original call, who then transferred me to You and I went over the entire story againI'm sure You have the phone calls recorded and should be able to verify what was said if it's really that importantIf I indicated the igniter wires were burned, I'm sorry for that misunderstandingI 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 igniteIf they weren't melted and shorting the system, it would have been igniting and I never would have called You back outI know this to be true, as those wires were all I repaired and it started working right away and has been working going on days nowIf 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 visitAs 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 rightThis is really becoming even more of a frustration over the last and a half weeks as You have been denying any fault and have been unwilling to do anything to attempt to make this rightIt'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 itMy frustration is the damage that was done as a result of the negligence on the technician's part during the repairThe 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]
Hello again! As we had discussed yesterday in our correspondence, the pricing was all directly out of the book and presented to you upfront before any work was performed The pricing was accurate and you were also presented with a more affordable, less expensive option You decided to go the more expensive route so we proceeded forward and did the work as it was bid out We also explained that we're not a time and materials company so there's no hourly/material breakdown that we can provide All pricing is done by tasks performed In other words no matter who you are or where you're at the pricing would be the same for the services you received For this reason we instruct our techs to discuss the price upfront so any questions/concerns/issues can be handled then as opposed to after you've agreed to the work and we have completed it.Seeing as our guy did everything by the book and the job was approved by you while we were on site, there wouldn't be a refund in this case, however, we did offer you a generous credit which you declined, unfortunately.We wish you the best.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.
[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 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
***,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 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 - feet deep when the pump you wanted installed was only rated up to feet and pumped at 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
Hello there ***! I'm sorry to hear the price was not something you were comfortable with Our technician provided a quote for $to attempt to clear the shower drain This is our standard rate for that particular task It's in our price book and it's the same price anyone else would pay for these services We're glad that our technician discussed these things with you prior to doing any work so you were able to make a decision you were comfortable with We provide a high quality service and our prices reflect that We're not your average plumbing company We can respond almost immediately, even on a Christmas morning or Thanksgiving evening Our trucks are fully stocked, so no fees for extra trips back to the warehouse And we hire great people, so we can do just about any job out there.Ultimately, I hope you were able to get your drain unclogged, even if it wasn't by us We wish you the best, ***