Brothers Plumbing, Heating & Electric

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 My concerns have been adequately answered, as they admitted their person made an assumption instead of listening to the concern firstBusinesses like Brothers need to be very careful of these situations, as there are so many bad people taking advantage of customers in the heating business - and I have been on the receiving end of that kind of deceitI learned the hard way and will not hesitate to report valid concerns to the Revdex.com Follow up calls, like the one that occurred here, made the situation worse as they should be done by management not the person who created the situation in the first place Sincerely, [redacted]

I have reviewed the recorded phone conversations that are associated with this concern Below is a recap of those conversationsI can send them over via email (I’m not able to upload as a wav file is not a support document format for upload) On Saturday 10/ [redacted] called Brothers and left a voicemail In the voicemail she said that she said she was calling about “Service we might offer for her heating system” She mentioned that another company canceled her appointment for the $service and asked if we offered something similar Our representative, [redacted] , returned the phone call [redacted] said that she was calling to “see what our service might look like” Unfortunately, [redacted] , made some assumptions regarding the work that [redacted] needed based on the voicemail and did not gather exact details about the work needed prior to quoting prices [redacted] instead assumed that [redacted] had furnace repairs that were needed and quoted our standard show up fee of $ The $fee covers the time for our technician to come to the home, evaluate the situation and provide precise pricing for any repairs that are needed [redacted] questioned [redacted] as to why there would be additional repairs and wanted to know why we were assuming that additional work would be needed instead of just doing a tune up [redacted] apologized for her misunderstanding of [redacted] ’s needs, now understanding that she was looking for a furnace tune up not a repair [redacted] proceeded to quote our point Furnace Check price of $ [redacted] questioned the difference in prices and [redacted] attempted to apologize for her error, the conversation ends [redacted] , later called to talk with [redacted] who is listed on the Revdex.com site [redacted] explained that he had retired and attempted to answer the concerns [redacted] persisted for the current President’s information to write a letter [redacted] proceeded to provide [redacted] with [redacted] ’s informationIn a 3rd phone call, [redacted] called [redacted] back to try to resolve the misunderstanding and [redacted] explained that she had already made a complaint to the Revdex.com In this call, [redacted] explained the difference in the pricingThe 33-point Furnace check is a different service and is used when a furnace has no concerns or issues that need to be diagnosed, but instead is just receiving a tune up or check of the system to make sure everything is working properly The technician runs through a 33-point checklist to perform this task We waive our $show up fee for this service [redacted] made a mistake by making some assumptions and not only apologized but tried to clarify the situation We will speak with [redacted] and provide additional training opportunities on how to avoid this situation in the future and wish to apologize again to [redacted] for the misunderstanding in the request she was making resulting in a misunderstanding of pricing

Initial Business Response /* (1000, 6, 2015/11/24) */
Ms*** called in to schedule electrical service because she had another company out and they determined she didn't have power to her furnace and needed an electricianThe appointment was booked for the next dayThe person answering the
phone did offer to waive the $show up fee for her visit to get her taken care ofWhen the technician arrived, he found that the SSU switch that was originally there had a screw missing to the fuse holderThe last company that was there taped the wire to the fuse holder in order to make contactOur technician tried replacing screw with a screw from an old SSU that he had on his truckThe threads on the screw holder were stripped out so he replaced the SSUThe home owner did not want to pay for the SSU and wanted to go to *** *** to buy the switch and have him replace itIn order to take care of her and get her power and heat the technician told her he would just charge her for a standard switch a $chargeWhen he tried showing the price of an SSU switch compared to a standard switch she wanted no part of itThe circuit board had power and the technician went as far as trying to locate a fuse on the board and tried turning thermostat on to get her some heatWhen he left the furnace had power and she received a SSU switch, which she needed and received for a discounted priceThe electrician was still unable to get the furnace to kick onThey tried scheduling an HVAC tech, but we were very busy and she did not want to wait until Saturday for the HVAC appointmentThe price for the SSU Switch is $The $show up fee was waived and the job was discounted down to $We have signatures approving the work to be done and once it was complete on the invoice
However, per our 100% Satisfaction Guarantee- Happy today or you don't pay policy, we will refund the money of $for the work completed
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 6, 2015/09/04) */
Ms. [redacted], The refund was issued to your credit card since that was the way you made your original payment method. The refund was issued on 08/28/2015. It may take 5-7 business days for the refund to show up on your statement. If you have...

not received it by next week, please contact us.
We are sorry for the misdiagnosis.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 8, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have reviewed the recorded phone conversations that are associated with this concern.  Below is a recap of those conversations. I can send them over via email (I’m not able to upload as a wav file is not a support document format for upload).   On Saturday 10/28 [redacted] called Brothers...

and left a voicemail.  In the voicemail she said that she said she was calling about “Service we might offer for her heating system”.  She mentioned that another company canceled her appointment for the $29 service and asked if we offered something similar.   Our representative, [redacted], returned the phone call.  [redacted] said that she was calling to “see what our service might look like”.   Unfortunately, [redacted], made some assumptions regarding the work that [redacted] needed based on the voicemail and did not gather exact details about the work needed prior to quoting prices.  [redacted] instead assumed that [redacted] had furnace repairs that were needed and quoted our standard show up fee of $79.  The $79 fee covers the time for our technician to come to the home, evaluate the situation and provide precise pricing for any repairs that are needed.  [redacted] questioned [redacted] as to why there would be additional repairs and wanted to know why we were assuming that additional work would be needed instead of just doing a tune up.  [redacted] apologized for her misunderstanding of [redacted]’s needs, now understanding that she was looking for a furnace tune up not a repair.  [redacted] proceeded to quote our 33 point Furnace Check price of $119.  [redacted] questioned the difference in prices and [redacted] attempted to apologize for her error, the conversation ends. [redacted], later called to talk with [redacted] who is listed on the Revdex.com site.  [redacted] explained that he had retired and attempted to answer the concerns.  [redacted] persisted for the current President’s information to write a letter.  [redacted] proceeded to provide [redacted] with [redacted]’s information. In a 3rd phone call, [redacted] called [redacted] back to try to resolve the misunderstanding and [redacted] explained that she had already made a complaint to the Revdex.com.  In this call, [redacted] explained the difference in the pricing. The 33-point Furnace check is a different service and is used when a furnace has no concerns or issues that need to be diagnosed, but instead is just receiving a tune up or check of the system to make sure everything is working properly.  The technician runs through a 33-point checklist to perform this task.  We waive our normal $79 show up fee for this service.  [redacted] made a mistake by making some assumptions and not only apologized but tried to clarify the situation.  We will speak with [redacted] and provide additional training opportunities on how to avoid this situation in the future and wish to apologize again to [redacted] for the misunderstanding in the request she was making resulting in a misunderstanding of pricing.

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.
My concerns have been adequately answered, as they admitted their person made an assumption instead of listening to the concern first. Businesses like Brothers need to be very careful of these situations, as there are so many bad people taking advantage of customers in the heating business - and I have been on the receiving end of that kind of deceit. I learned the hard way and will not hesitate to report valid concerns to the Revdex.com.               Follow up calls, like the one that occurred here, made the situation worse as they should be done by management not the person who created the situation in the first place. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/09/18) */
Ms. [redacted] called us to her home because a switch would not come on and stay on. We sent a licensed Master Electrician to her home. When he removed the switch it had a burning smell and was arcing, so it needed to be replaced. In January 1,...

2014 the CECNFPA Article 70 code went into effect that requires arc fault protection on circuits that are 15 or 20 amp rated and single family or multifamily dwellings for bedrooms and bathrooms, etc. Since the existing circuit for this switch was on a 1st generation non-combination rated arc fault breaker it required a combination rated arc breaker to bring it up to code. The tech installed the new arc fault breaker, which Ms. [redacted] approved. The technician verbally informed client that once new arc fault breaker was installed, that if there were any issues with the circuit the arc fault breaker would detect this and is designed to open, therefore not allowing power to flow and additional work would be required. This cannot be determined until the arc fault breaker was installed. Once the new arc fault breaker was installed it detected other issues with in the wiring and therefore would not allow power through. Technician changed out Arc fault breaker twice just in case first breaker was faulty or had a manufacturer defect. It was at this point that the technician determined that there were additional issues within the home because the arc fault breakers would not restore power to the home. Given the size of the home and the fact that there are 3 panels the tech suspected that the neutralling was being improperly shared between two circuits and that there was a possibility of over-amperage because the amount of load implied on the circuit and because the circuit breaker was over its temperature rating which could result in an electrical fire. The technician informed the client that 2 techs would be required to troubleshoot this issue. However, unfortunately, we did not have 2 technicians available until the next day. The only way for the technician to restore power to her home that night would have been to reinstall a regular breaker, which would not have been up to code and put her home at risk for fire. This would have put the technician license at risk and made him responsible, and he was unwilling to take that risk. Ms. [redacted] was unhappy with schedule restraints and pricing and did not allow us to come back out to complete the work. Ms. [redacted] did not pay for services. We stand by our pricing and diagnosis, however we are sorry that we were unable to complete the work on the same day. Per our Happy Today or You Don't Pay, we will pursue payment for the work completed.