Thank you for contacting us regarding the work performed at the [redacted] Residence This is certainly not how Black Diamond practices business and apologizes for the perception that the customer has regarding service Black Diamond prides itself on the level of satisfaction that their customers experience and would like the opportunity to have an owner visit the [redacted] in person to rectify the situation and identify the additional needs in order to complete the job according to the customer’s satisfaction There is a history of additional work performed that appears to be up to the [redacted] standards, and Black Diamond would very much like to continue fostering that relationship An owner will be available as early as today to make that visit or speak to the homeowner via phone or email, whichever is more convenient for Mr& Mrs [redacted] Black Diamond looks forward to the opportunity to work towards customer satisfaction
We contacted Black Diamond Plumbing to provide plumbing services at our residenceThe plumber representative once onsite, provided the separate lump sum fees for individual jobs including installation of sink hardware, and installation of two toiletsThey stated that these jobs would cost about $ 1,total and lowered the price to $ 1,after our requestWe were in a jam with schedule, as other work was being done around this plumbing effortThere was no time to look for another plumberThe total effort to provide these services only took about hours total, no parts involved, just labor costWe were extremely upset with these excessive fees and felt that we were taken advantage of If we had known what they charge for such services, we would not have contacted them in the first place We want to express our outrage for their excessive fees and how they structure their bidding process on jobsIt is a high pressure tactic which we do not appreciateThe representative also justified his excessive fees with my wife, comparing himself to a licensed doctor, and that we shouldn't question his fee structureWe would never consider their services again, and feel that we should have only been charged hourly, which was stated to be $ 125/hourWe would be okay with $ total for these jobs, not $ 1,!!!
Initial Business Response / [redacted] (1000, 5, 2014/07/28) */ On November 2, 2013, Mr [redacted] elected to enroll in our HVAC maintenance agreementAt that time he paid $and that covered his furnace cleaning, his a/c cleaning and the cleaning of his humidifier and changing of the filterThis is clearly spelled out on the front of the agreementWe performed the a/c cleaning on 7/11/per the agreementNothing was said to us at the time of the service about a replacement filterOnce Mr [redacted] returned home from work he called the office and inquiredThe office staff located the copy of the agreement and informed Mr [redacted] that the filter was not includedMr [redacted] then proceeded to insist that he speak to the supervisor of that divisionThere were a couple attempts made by the supervisor to contact Mr [redacted] that went unsuccessfulThen we received the Revdex.com complaintWe have since given Mr [redacted] and $filter at no chargeMr [redacted] is satisfied with the resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did provide the filter, but their answer is an outright lie on what was included in the service I purchased and their actions to resolveA shame because till now I have always thought they provide good service Final Business Response / [redacted] (4000, 9, 2014/08/07) */ We are confused as to Mr***'s continued displeasure with our companyAs you can see from the attached, it is clearly marked (in highlight) what is included with the furnace cleaning that his wife signedWe even went above and beyond to deliver a $filter for free to Mr [redacted] to hopefully satisfy him and retain his businessIt is unfortunate that he feels this way as we value his business, but we are at a loss as to what we did wrong
Excellent Customer Service !!! Scott took care of my problem same day! Was nice working with a company that CARES about the customer service & is a genuine guy!! Thank Black Diamond!!!!!
Thank you for contacting us regarding the work performed at the [redacted] Residence This is certainly not how Black Diamond practices business and apologizes for the perception that the customer has regarding service Black Diamond prides itself on the level of satisfaction that their customers experience and would like the opportunity to have an owner visit the [redacted] in person to rectify the situation and identify the additional needs in order to complete the job according to the customer’s satisfaction There is a history of additional work performed that appears to be up to the [redacted] standards, and Black Diamond would very much like to continue fostering that relationship An owner will be available as early as today to make that visit or speak to the homeowner via phone or email, whichever is more convenient for Mr& Mrs [redacted] Black Diamond looks forward to the opportunity to work towards customer satisfaction
We contacted Black Diamond Plumbing to provide plumbing services at our residenceThe plumber representative once onsite, provided the separate lump sum fees for individual jobs including installation of sink hardware, and installation of two toiletsThey stated that these jobs would cost about $ 1,total and lowered the price to $ 1,after our requestWe were in a jam with schedule, as other work was being done around this plumbing effortThere was no time to look for another plumberThe total effort to provide these services only took about hours total, no parts involved, just labor costWe were extremely upset with these excessive fees and felt that we were taken advantage of If we had known what they charge for such services, we would not have contacted them in the first place We want to express our outrage for their excessive fees and how they structure their bidding process on jobsIt is a high pressure tactic which we do not appreciateThe representative also justified his excessive fees with my wife, comparing himself to a licensed doctor, and that we shouldn't question his fee structureWe would never consider their services again, and feel that we should have only been charged hourly, which was stated to be $ 125/hourWe would be okay with $ total for these jobs, not $ 1,!!!
Initial Business Response / [redacted] (1000, 5, 2014/07/28) */ On November 2, 2013, Mr [redacted] elected to enroll in our HVAC maintenance agreementAt that time he paid $and that covered his furnace cleaning, his a/c cleaning and the cleaning of his humidifier and changing of the filterThis is clearly spelled out on the front of the agreementWe performed the a/c cleaning on 7/11/per the agreementNothing was said to us at the time of the service about a replacement filterOnce Mr [redacted] returned home from work he called the office and inquiredThe office staff located the copy of the agreement and informed Mr [redacted] that the filter was not includedMr [redacted] then proceeded to insist that he speak to the supervisor of that divisionThere were a couple attempts made by the supervisor to contact Mr [redacted] that went unsuccessfulThen we received the Revdex.com complaintWe have since given Mr [redacted] and $filter at no chargeMr [redacted] is satisfied with the resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did provide the filter, but their answer is an outright lie on what was included in the service I purchased and their actions to resolveA shame because till now I have always thought they provide good service Final Business Response / [redacted] (4000, 9, 2014/08/07) */ We are confused as to Mr***'s continued displeasure with our companyAs you can see from the attached, it is clearly marked (in highlight) what is included with the furnace cleaning that his wife signedWe even went above and beyond to deliver a $filter for free to Mr [redacted] to hopefully satisfy him and retain his businessIt is unfortunate that he feels this way as we value his business, but we are at a loss as to what we did wrong
Excellent Customer Service !!! Scott took care of my problem same day! Was nice working with a company that CARES about the customer service & is a genuine guy!! Thank Black Diamond!!!!!