Bob Hamilton Plumbing Heating AC & Rooter

We went out and discussed all of Glenn's concerns and he is much happier now

We have spoken with this customer and issues a refund We believe she is happy now and the complaint has been resolved

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** ***

Mr***Sorry about the refund not getting processedI sent another email and will double check that it gets done this timeYou should be getting a check in the mail for $I will call you again and talk to you about what happened at your houseI'm not sure what went wrong last time and why we thought it was collapsed when it wasn'tIf you would like us to send another camera down the line to check it out we will be more than happy to do the camera work at no costI will be calling you this afternoon to apologize for what happened the first time around- *** Hamilton

We apologize for the inconvenience.  We are more than happy to refund the money for the sill caulk repair if that did not remedy the issue.  It is not company policy to use our field technicians as call takers, so it is possible that the unknown number was never responded to by the tech....

 Again, we apologize for the inconvenience and will take care of this matter as quickly as possible.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.However, a tuneup from another company reinforced my conviction that I received a phony sales pitch. The only area of agreement between the recent technician and Bob Hamilton was that I needed a new capacitor in my furnace. The rest of the Bob Hamilton diagnosis was completely bogus, especially the part about cleaning being useless. The competent tech vacuumed the furnace and gave my outdoor unit a thorough cleaning. Despite Bob Hamilton's guarantee that my unit would fail, it has held up fine in brutally hot weather. 
Regards,
[redacted]

Mr [redacted],Please call our office as soon as possible. The only record I could find was a $99 charge from 2011. I need to verify that it is the only time we were at your house before I issue the refund in full. Our system switched recently and we may have lost a record. If this is the only time we...

were out, please let me know. - Hunter H[redacted]

We have agreed to the $99 refund. Our technicians notes read as follows  "Augered kitchen line came to a blockage and could not get any further, line also is  not properly sloped it has bellys and kitchen line is not vented" Because you paid via Visa card we will credit the card. Back we...

should process the refund within 3 business days and visa could take another 3. Expect a refund by next friday. If you have any other questions please let me know. - Hunter [redacted]

Mr. [redacted]. Sorry about the refund not getting processed. I sent another email and will double check that it gets done this time. You should be getting a check in the mail for $99. I will call you again and talk to you about what happened at your house. I'm not sure what went wrong last time and why we thought it was collapsed when it wasn't. If you would like us to send another camera down the line to check it out we will be more than happy to do the camera work at no cost. I will be calling you this afternoon to apologize for what happened the first time around. - Hunter H[redacted]

[A default letter is provided...

here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Ms [redacted],We apologize for any inconvenience we have caused you.  It was in no way the intent of our employees or company to mislead you.  We will be more than happy to refund you the $250 that was charged for the drain cleaning.  If you have any further questions please do not...

hesitate to reach out to one of our managers.

I talked to [redacted] yesterday. She had an extremely unfortunate string of events from our company. Even though she didn’t request it, I thought it to be the right thing to refund the remaining $800 that she paid for service. Her experience was not what we promised and I told her that if she ever did have the need to call us to ask for me personally so I could personally see that she is well taken care of.

$548.00 was refunded to the credit card used to pay for the services on 8/29/2015. Please check you account to verify it has been received.

We went out and discussed all of Glenn's concerns and he is much happier now.

We have already given the customer a refund of over $1000, exceeding her request significantly. Canceled her service partner. We are willing to do whatever necessary to make her 100% satisfied but that has to be communicated.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: The statement from Bob Hamilton is inaccurate.  They provided exactly the amount of refund I requested at the time of the phone call from [redacted].  Since that phone call I have discovered that the repairman who performed the original work plumbed the waterlines incorrectly.  The hot water is hooked up to my icemaker.  The cold water is hooked up to my dishwasher.  Awaiting a repairman (again) to come to my house on Monday 8/1 to assess situation and perform yet another fix.
Regards,
[redacted]

We are committed to providing the highest level of service simply because our customers deserve the very best. Unfortunately we did not meet the customer’s expectations and because of this serious oversight we have repaired all issues to get this unit running correctly. Mr. [redacted] is very satisfied...

with the action that was taken.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
It has been less than 10 business days since you sent me this letter to review.  Therefore, I was waiting to collect my refund first.  I have not seen a check in the mail nor a phone call from the Bob Hamilton company.  I will call them and give them a couple of more days to remedy the situation.  If not, I will keep this complaintvalid.  This has truly been an awful customer service experience.
Regards,
[redacted]

Mr [redacted],Please call our office as soon as possible. The only record I could find was a $99 charge from 2011. I need to verify that it is the only time we were at your house before I issue the refund in full. Our system switched recently and we may have lost a record. If this is the only time we...

were out, please let me know. - [redacted] Hamilton