Bruno Plumbing & Heating

First of all when she made the appointment, she was told there was a service fee to get our technician to her home and there would be a diagnostic to determine where the gas leak was She was told that we work on gas lines to the fireplace The technician that was sent to the job has been a plumbing technician with us for over years and does know what he is doing He made adjustments to the toilet so it would not run constantly and never charged her for doing that He checked the gas logs in the basement and upstairs The gas leak was on the gas valve on the logs There was no name plate on the logs We were not able to determine whether the gas valve could be replaced or not Usually when a gas log set is older, it is better to replace them We also had no way of knowing if there were any other problems with the gas logs This lady just bought the house She told our technician there where other problems she found and that she was going to call the real estate company When my technician left the house, there was no problem We charges her the $service fee and a $diagnostic She failed to tell you that she called her credit card company and disputed the $but not the $ Now she wants everything back We did not repair anything for a charge so our motto does not apply here Nothing was repaired She was given upfront pricing before any work was done and was given the service fee before my technician was mobilized

First of all when she made the appointment, she was told there was a service fee to get our technician to her home and there would be a diagnostic to determine where the gas leak was.  She was told that we work on gas lines to the fireplace.  The technician that was sent to the job has...

been a plumbing technician with us for over 25 years and does know what he is doing.  He made adjustments to the toilet so it would not run constantly and never charged her for doing that.  He checked the gas logs in the basement and upstairs.  The gas leak was on the gas valve on the logs.  There was no name plate on the logs.  We were not able to determine whether the gas valve could be replaced or not.  Usually when a gas log set is older, it is better to replace them.  We also had no way of knowing if there were any other problems with the gas logs.  This lady just bought the house.  She told our technician there where other problems she found and that she was going to call the real estate company.  When my technician left the house, there was no problem.  We charges her the $39.99 service fee and a $92 diagnostic.  She failed to tell you that she called her credit card company and disputed the $92 but not the $39.99.  Now she wants everything back.  We did not repair anything for a charge so our motto does not apply here.  Nothing was repaired.  She was given upfront pricing before any work was done and was given the service fee before my technician was mobilized.

I have to thank Bruno plumbing! Excellent service thanks for going the extra mile to JR, Connie and Dave. We will only use Bruno's for our plumbing needs now and in the future. Sincerely [redacted]

Review: Bruno's was called on January 3, 2014, because my water pipes had froze. Well 2 guys came, and I ended up paying $383 for something not fixed. Their ad states "Done right today or you don't pay." Well the job wasn't done at all, and I still paid. The guys tried to say "The $383 was for their time trying to unthaw the pipes." Well the pipes stayed froze, until they finally broke. Bruno's did not offer to come back on the 4th to try again, before the pipes broke around 3:30pm. On Jan 3rd, the temp was around 9 degrees, but on the 4th, the temp had reached almost 40 degrees. So a call was placed to Bruno's on the 4th, to see if the 2 guys were returning, and the call taker for the company stated "The guys said they tried for 4 hours on the 3rd, and they couldn't fix the problem." But there was a huge difference in temperature between the 3rd and the 4th. Then, a called was placed again to tell them the pipes broke. So what the company did, was send out a new guy, but for this new guy to even look at the pipes, he wanted $164, and we said no! So we ended up calling another plumbing company to do our pipes. The other thing, the guys broke our "Crawl Space Door," and did not buy any type of wood to replace the broken crawl space door. I think that caused the pipes to super freeze, and break the next day. So therefore, it wasn't done right that day, and I shouldn't have had to pay. I can see a fee for their service charge of $79, but where the other amount went to, I'm not sure. The 1 guy even mentioned that "The pipes could break," but did not try to do anything else about the pipes."Desired Settlement: I want at least half of my money back. I can see $79 for their service charge and about $50 for some of their time trying to unthaw my pipes, but I can't see a total of $383 when nothing was done, and they did not want to return the next day, when it was warmer. It was not done right, so I shouldn't have had to pay. I got my receipt, and a print of their ad.

Business

Response:

The complaint came from [redacted] and the calls for service came

from [redacted]. We are not sure when [redacted] came into the picture.

[redacted] called our office around 7:30 am on January 3’~’ because her

water pipes were frozen. We explained the service fee and told her that

the technician would look at her problem and give upfront pricing

before any work was done. She agreed to the service fee to see if we

could help her with her problem.

We responded quickly. Our technician arrived at her home

around 8am. After looking over the situation [redacted] gave her upfront

special club pricing even though she was not a club member. [redacted]

explained there was no guarantee because we have no control over our

ability to access the frozen pipes and the material make up of the piping.

Therefore, our “Repaired Right Today or You Don’t Pay” does not

apply here. The broken pipes were located in a crawl space. The

wooden door to the crawl space was in very poor condition. There is

evidence that this is a reoccurring problem. Two of our technicians

worked together for over 3 hours with our best effort to unthaw the

lines. Since we were unable to unthaw the lines, information was

gathered to provide [redacted] pricing to make a permanent correction to

eliminate the pipes from freezing in the future. [redacted] explained the

possibility of the lines breaking. He collected the fee for services that

[redacted] agreed to pay and was dispatched to his next job.

[redacted] called again at 3:30pm because her furnace was not

working. She claimed it was our fault because she had no problems

with her furnace prior to us being there. We explained to her that the

furnace problem was in no way related to the water piping.

We asked her when the last time she changed the batteries in her

thermostat. She did not know if her thermostat has batteries. A

heating technician was immediately dispatched to her home. After a

diagnostic and replacing the batteries in her thermostat, her furnace

was now working properly. Our typical charge for this call is a service

fee and a diagnostic. The repair on her furnace was done at no cost to

her.

We called [redacted] Friday afternoon to discuss pricing for a

permanent correction to her line freezing problem. A message was left

on her answering machine to call the office. She finally returned our

call on Saturday and got our answering service.

Our on call technician returned her call and explained our

procedure for after hours. [redacted] gave her upfront pricing over the

phone. [redacted] agreed to the charges and my technician was dispatched

to her home. Upon arrival [redacted] explained the charges again and she

refused to approve the paperwork or pay the charges so [redacted] left. Our

technician was following normal procedure for refusal to pay for our

services. Her problem would have been solved on January 4~ if she

allowed my technician to complete the work. We do not owe her a

refund. She paid for the work that was agreed upon by both parties.

Consumer

Response:

Hi, today's date is Jan 27, 2014. No, I am not satisfied with the results! Their email states "They don't know where [redacted] came into the picture for these complaints!" Well they better look at the check they cashed, so they know who wrote it and was present the day the 2 guys came. It wasn't just "[redacted]" my mother. The next thing, there were no complaints about the "Thermostat." The 2 guys that came for that, just stated "It probably needed batteries," and did not charge us anything. The complaint was about the "Plumbing/Frozen water pipes. No, [redacted] my mother, did not agree to allow the next guy to do the work, because that new guy they sent Jan 4th, was asking for another $164 just to even look at the pipes, and that is why my mother said, "No." Yes, the crawl space door was in poor condition, but it was not completely torn off. After the guys had broke that crawl space door, they should've at least agreed to go out and buy something to cover that space. After all, I did pay almost $400 for nothing. Had they returned on January 4th, 2014 the day after they tried working on the pipes to see if they could fix the problem, there wouldn't be a complaint. But they said, "No." On Jan 3rd, it was in the single digits, but on January 4th, 2014, the temperature was almost 40 degrees. There was no attempt whatsoever to return. Yes, they mentioned "Pipe padding Installation," but we would have to wait till Monday Jan 6, 2014 for a price. Well, that was too late. The pipes broke Saturday January 4th, 2014 around 3:30pm, so since "Bruno's" didn't try the next day, and we needed water, we had to contact another plumbing company, who came to our house and fixed everything we needed fixed without the runarounds. I would not refer this company to anyone. Yes, you can post my complaint. Their ad doesn't state "You pay whether we fix the problem or not." A second attempt would've be helpful. As far as signing the form, my mother signed the form because they said, "They needed a signature just to let their company know they were at our residence."