Capital Mechanical Plumbing & Heating Ltd

Dec 28th Our heating did not work, so we ( my husband and I) kept calling different companies to fix it At about noon somebody with the name Craig or Gregg called stated that was calling from the Capital Mechanic and said that somebody would be @ our home before 5pm or soon after I asked for the rate if they come after 5pm and the person said $ 129" Only $more than regular one" I gave him my information and stopped searching The last what he said was that we would receive a call half of hour to min before they come Since we did not receive the call I called back @ about 7: According to my conversation to Ken ( crew member) , he never received any request from Gregg Weir ( I visited their website and found out that Gregg is company owner)Ken asked me to give him my visa number telling me that I would be charged $ as after hours rate I rejected, but found Gregg's phone number in my "recent calls" device I left him message asking for explanation, he never returned my call [redacted]

Had a major water leak on a SaturdayCalled capital and they were on site within the hourWater leak repaired in minutes and the cost was reasonableVery pleased with the prompt and efficient service

Initial Business Response / [redacted] (1000, 8, 2015/02/18) */ Please see attached the email we sent to the client on Feb 3/ This email was followed up on with phone calls to no response until Feb 17th To sum up that call, our client was not at all upset***, our service manager, pressed to book the furnace inspection as stated in the email to our clientThe client said not to worry right now about it and said it could wait until the next time we were in her house to do her free annual inspectionShe then booked her next service call with us and appeared in a very good mood to all involved [redacted] Please pardon our delay and if you have any questions please let me know [redacted] Sincerely, [redacted] Capital Plumbing & Heating...We're Nuts About Our Customers!

Initial Business Response / [redacted] (1000, 5, 2014/12/12) */ Our service manager attended the home on Wednesday, December 3 to speak with the homeowners, observe the work site and take photographs of any damage. They no longer want to replace ceiling tile or baseboard themselves. We are happy to... bring in a contractor to repair any damage and replace what is necessary at our expense. Client has agreed. We will be sending the homeowner a letter regarding the mistakes and inconvenience. This project certainly didn't finish as anticipated nor go as well as it should have. The job was planned for two technicians over two days. The flu struck our office and on the second day (Sept 11) we could only send one technician and a helper. We realize having a plumber at the house until 10:00 p.m can be disruptive, however, our technician had the best of intentions and did not want to leave the homeowners without water for another day. It is obvious that working a 13 hour day can lead to some problems. Unfortunately, a leak was discovered the following day and the homeowner was not happy with the condition the room was left in at that late hour. We sent a technician to repair the leak on the 12th and a helper to clean carpet and the jobsite on Saturday, Sept 13. In his haste our technician also forgot to re-connect the dishwasher and humidifier at the time. This has all been done. We repaired the basket strainers at no charge even though we had not done the original installation. The homeowners also reported a back-up in the basement floor drain. We ran a camera through the line and found two issues that may have caused the back up. Part of the line is not in alignment outside of the house walls and there was a small piece of cast iron that broke off and fell into the drainage system when all the old pipes were replaced. We cleaned the line and the area. Our senior technician was at the home for half a day on December 11 and actually rechecked all the water lines we installed and worked with the homeowner on any additional concerns. We will continue to honour our 100% satisfaction guarantees and ensure that ceiling tiles and baseboard are completed.

We had called for our furnace problems simultaneously in one houseThey charged $upfront (as a despatch fee!!!)The technician found within minutes based on my feedback (flames were not On) that the ignitor was damagedHe asked for $to replace this ignitor part eachSo for ignitors they asked us $I asked technician that the supplier [redacted] was nearby and I can get it from thereBut we were misguided by telling us that "it will cost $each from ***Thus, it's better if Capital installs it that will cost $($less than ***)"Then we found out at [redacted] next day, the cost of ignitor was just $i.eWe paid $Vs $($more) for ignitorsWhen we called their service manager next day, we were told that the charges included overheads, gas, etc (all hidden charges)What was $for? Why were $part sold at $to us? We expected reasonable charges, but they were NOTThus, we paid $400+$99= $for the part costing us $for both furnaces Also, they don't cover any warranty for these parts that we paid about 400% higher priceI don't recommend this company to other consumers

WOW! What am amazing company to deal with! We had Capital come into our home and install an air conditioner and I couldn't be happierTheir attention to detail and professionalism was outstandingI would highly recommend using this company for any heating cooling needsThey even took the time to go through any of the other systems (they hadn't even installed) to ensure I knew exactly how everything worked and what to look out forThank you Capital!!

I have been using Capital Plumbing & Heating for the last few years for our plumbing and heating in the houseThe level of professionalism, friendliness of the staff on the phone and overall quality of work have continued to impress meThey've re-done the plumbing in my home from the bathroom, kitchen and stack as well as maintained both the furnace and water heater over the last few yearsI am always very impressed and look forward to continuing to work with them over the coming years

Excellent - all aspects from start to finish installing our new furnace on a freezing minus 20 day.

Initial Business Response /* (1000, 5, 2014/05/23) */
When this customer booked the service call to have his leaky hot water tank repaired we dispatched our technician and he was on site in 15 minutes. Per policy, our customer service representative advised of the dispatch fee we charge on...

every call which covers having our fully trained and qualified tech come to the home, insurance, warranties, guarantees in addition to fuel and time. Approval was given to charge this amount to [redacted] We advised the customer that payment for the call/parts/service required could be paid by cash, cheque or authorization to charge this credit card when service was completed. When our tech arrived he could uncover no signs of leakage nor could he duplicate the problem this homeowner had been having intermittently. Even new parts can fail sometimes so our tech thought the problem may be in the tank internally and advised the customer he would call the manufacturer to check if there may be warranty. We have our techs go to their vehicles when making calls as all of their contact numbers are in their 'truck' books and they may have to wait for a response. Our tech was told there would be warranty on the equipment but that labour or shipping would not be covered as our company did not install the tank originally. Customer was advised that cost would be approximately $500.00. Customer agreed and tech returned to the phone in his truck to verify supply of new tank and shipping dates/costs. He returned to advise the customer that warranty returns are not guaranteed by the manufacturer until the old equipment is back in their shop. Our policy is that a brand new tank installation is paid for when the hot water tank is replaced and a full refund is made to the customer when and if warranty funds are received from the manufacturer. If this installation had been done by our company originally we would be able to guarantee and warranty that all permits had been pulled and the tank was installed with all code updates, etc. We didn't sell or install the original therefore we have to be reimbursed once the tank has been returned. This may not have been communicated very well as the customer has indicated he thought he was being charged the full amount and did not understand he would be reimbursed. This customer chose to diagnose and repair the tank himself at this point in time after receiving help over the phone from another company. That is not our method of diagnostics as there is no way of knowing if all safety and installation has been done correctly. We feel that the original dispatch fee of $99.00 + GST is fair as our technician did spend an hour on site arranging for replacement of the tank and explaining everything to the customer. We also advised the homeowner that there were code upgrades required which would be included in his cost. Our policy is to work with our homeowners and ensure safety and compliance in every repair or install. Our service manager, [redacted] did speak with the homeowner to review the complaint and explain procedures, safety codes and costs. It's unfortunate that we couldn't assist this customer but we did dispatch a technician and spend an hour onsite to work with him. The dispatch fee was a fair charge as agreed to prior to our technician going to the home. Any costs that would have been charged should new equipment have been installed are also fair, however, we have not been back to the home and customer has diagnosed and solved the problem to his satisfaction. Due to the miscommunication on our part we will issue a cheque refunding the entire amount of $103.95.

We had called for our 2 furnace problems simultaneously in one house. They charged $99 upfront (as a despatch fee!!!). The technician found within 2 minutes based on my feedback (flames were not On) that the ignitor was damaged. He asked for $200 to replace this ignitor part each. So for 2 ignitors they asked us $400. I asked technician that the supplier [redacted] was nearby and I can get it from there. But we were misguided by telling us that "it will cost $210 each from [redacted]. Thus, it's better if Capital installs it that will cost $199 ($10 less than [redacted])". Then we found out at [redacted] next day, the cost of ignitor was just $56. i.e. We paid $398 Vs $112 ($288 more) for 2 ignitors. When we called their service manager next day, we were told that the charges included overheads, gas, etc (all hidden charges). What was $99 for? Why were $112 part sold at $398 to us? We expected reasonable charges, but they were NOT. Thus, we paid $400+$99= $497 for the part costing us $112 for both furnaces. Also, they don't cover any warranty for these parts that we paid about 400% higher price. I don't recommend this company to other consumers.

Initial Business Response /* (1000, 8, 2015/02/18) */
Please see attached the email we sent to the client on Feb 3/2015.
This email was followed up on with 3 phone calls to no response until Feb 17th.
To sum up that call, our client was not at all upset. [redacted], our service manager, pressed...

to book the furnace inspection as stated in the email to our client. The client said not to worry right now about it and said it could wait until the next time we were in her house to do her free annual inspection. She then booked her next service call with us and appeared in a very good mood to all involved.

[redacted]

Please pardon our delay and if you have any questions please let me know.

[redacted]
Sincerely,

[redacted]
Capital Plumbing & Heating...We're Nuts About Our Customers!

My husband and I have been using the services of Capital Plumbing & Heating for approximately six years now, for all of our heating and air conditioning requirements. They perform seasonal checks, i.e. fall for furnace maintenance and spring for a/c maintenance, to ensure we do not experience difficult and costly repairs and/or breakdowns at the most critical time of year. Capital's office staff and their service technicians are most knowledgeable, friendly, and the boys take any refuse from the job with them when they go, and even wear little blue covers over their shoes. We will continue to use them for as long as we have a house. Thank you, Capital Plumbing & Heating! [redacted].

Dec 28th

Our heating did not work, so we ( my husband and I) kept calling different companies to fix it. At about noon somebody with the name Craig or Gregg called stated that was calling from the Capital Mechanic and said that somebody would be @ our home before 5pm or soon after. I asked for the rate if they come after 5pm and the person said $ 129" Only $30 more than regular one" I gave him my information and stopped searching. The last what he said was that we would receive a call half of hour to 45 min before they come. Since we did not receive the call I called back @ about 7:00. According to my conversation to Ken ( crew member) , he never received any request from Gregg Weir ( I visited their website and found out that Gregg is company owner). Ken asked me to give him my visa number telling me that I would be charged $ 199 as after hours rate. I rejected, but found Gregg's phone number in my "recent calls" device. I left him message asking for explanation, he never returned my call.
[redacted]

My husband and I have been Capital Club members since the beginning of the program. It is amazing in the additional service we receive and the benefits of a discount on the services provided. As owners of a 40 year old house quality and reliable plumbing and gas fitting are a necessity. Capital Mechanical Plumbing & Heating have consistently provided clear explanations of needed steps to solve a problem and fixed the problem quickly, and cleanly every time. The people they employ are always professional, on time as scheduled, and work as quickly as possible to remedy the situation. In addition as club members one specific plumber is tasked with be the service person for your location and quickly becomes very familiar of what needs to be inspected, serviced and repaired to meet the requirements of warranties (if applicable) and safety. I have no hesitation in suggesting Capital to people looking for prompt profession and courteous service. This is especially appreciated when something urgent arises (such as the total breakdown of one's furnace in -20 degrees C weather). One of the best companies we have had providing service to us.

Capital recently replaced my furnace and hot water tanks. The installers were professional and knowledgeable. They were very considerate of our home, even wearing disposable covers on their footwear to ensure cleanliness. They were efficient and did an exceptional job. The price was reasonable, considering all the work necessary to complete the installation. I highly recommend this company.

Sid K.

Had a major water leak on a Saturday. Called capital and they were on site within the hour. Water leak repaired in 30 minutes and the cost was reasonable. Very pleased with the prompt and efficient service.

Initial Business Response /* (1000, 5, 2014/12/12) */
Our service manager attended the home on Wednesday, December 3 to speak with the homeowners, observe the work site and take photographs of any damage. They no longer want to replace ceiling tile or baseboard themselves. We are happy to...

bring in a contractor to repair any damage and replace what is necessary at our expense. Client has agreed.
We will be sending the homeowner a letter regarding the mistakes and inconvenience. This project certainly didn't finish as anticipated nor go as well as it should have. The job was planned for two technicians over two days. The flu struck our office and on the second day (Sept 11) we could only send one technician and a helper. We realize having a plumber at the house until 10:00 p.m can be disruptive, however, our technician had the best of intentions and did not want to leave the homeowners without water for another day. It is obvious that working a 13 hour day can lead to some problems. Unfortunately, a leak was discovered the following day and the homeowner was not happy with the condition the room was left in at that late hour. We sent a technician to repair the leak on the 12th and a helper to clean carpet and the jobsite on Saturday, Sept 13. In his haste our technician also forgot to re-connect the dishwasher and humidifier at the time. This has all been done. We repaired the basket strainers at no charge even though we had not done the original installation.

The homeowners also reported a back-up in the basement floor drain. We ran a camera through the line and found two issues that may have caused the back up. Part of the line is not in alignment outside of the house walls and there was a small piece of cast iron that broke off and fell into the drainage system when all the old pipes were replaced. We cleaned the line and the area.
Our senior technician was at the home for half a day on December 11 and actually rechecked all the water lines we installed and worked with the homeowner on any additional concerns. We will continue to honour our 100% satisfaction guarantees and ensure that ceiling tiles and baseboard are completed.