Carpinet Plumbing & Heating, Inc.

Customer service is terrible

I contacted Bob Carpinet to replace a broken sewer line in my basementHe came to my house to assess the damage where I also showed him a video from inside the broken line and showed him exactly where the part of the pipe was that had to be replaced ( I had a previous company that I paid to get out what was originally thought to be a clog who had video recorded the sewer line) Bob sent his guys to my house about a week later where they did not fix anything I requested They put a vent pipe in that allowed the pipe " to breathe better" for better flow which is great if that even did anything but the problem I asked to be fixed was still not fixed The pipe was cracked and they did not replace it Carpinet plumbing then also billed me for another video of the line This job was the easiest possible I already had all of the problem figured out before they got there and told them exactly what I needed done I had another company come in and finally do the work I had requested

Complaint: ***
I am rejecting this response because:The above number is the case #Carpinet is still demanding payment in the amount of $for work that he did NOT completeThe original bid was $3400, he jumped the price up by $and walked off the job, which is why we needed to contact another company to not only finish his job but to start overWe will be taking him to civil court for the amount that it cost us to hire another company to complete the jobHe is trying to do fraudulent activityI can send all the quotes he gave us along with the new contractors statementThis man is a shady character.*** and *** ***###-###-####
Regards,
*** ***

Takes forever to get them to come out for serviceThey installed a tub in my house after a week of trying to get them to come outAfter they left, it didn't workWhy didn't it work? Because they pushed a rag down the pipe instead of removing it, so they charged us to fix their own mistakeNow my water heater is broken and it's been five days of trying to get them to fix itStill waiting to hear from them

In response to *** ***'s complaint our labor rates range from $to $per hour for one (1) man and $to $per hour for two (2) men When I spoke to *** *** on scheduling the job he said he had two (2) large filters to install Without seeing job or
knowing the actual size of the filters supplied by *** ***, I sent two (2) men in one of my large utility trucks which do all installations Our vans are used for service and are limited to stock because of availability of room for storage I had no knowledge of material needed to do job or what type of material so our installation truck was the best choice If *** *** wanted a service van that could have been arranged if he so indicatedBottom line it would have taken one (1) man longer to do the job and chances are we would not have had all of the material on the truck which would have constituted him having to run back to shop or supply house for parts
I do not feel *** *** was treated unfairly Job was well done He has no complaint on work done Customer supplied filters Charges are well within current labor rates.
Thank you, Robert *C***

We are required to connect to the public sewage and Carbinet gave us a bid for $He came out and the first problem is he didn't do the work that was on the bid and he used a inch pipe and billed us for a inch pipehe then issued a new bid which is now $15,He then stated that we had to buy a special tank grinder in order to connect us to the public sewerWe had continued to hike up as well as change the prices on us because he knows this is something that we need! Now after leaving two holes in my backyard and one mess in the front yard we were told he won't finish the job because my wife questioned his new bid and was asking questionsOur yard is a mess and we have to find a new company to come in and fix his mess!! This company takes advantage of people and does not honor their bids that they make in writingThe plumber Bob is rude and Tina the office person doesn't know how to answer and questions or concerns instead they start a job and quit once you demand any

My husband spoke with Carpinet's plumbing secretary, Tina on 11/10/16, regarding a possible broken water heater in our basementHe provided her with # of said water heater in our basement and she said it was under warranty and he would be responsible for labor and partsShe stated to my husband she would have to see if they had a plumber available and she would return the call in the afternoonSince no appointment was scheduled or promised my husband contacted the builder of our home and he gave us the name of another plumber, who showed up to do the workWe have premature twin infants and needed the work done immediately, due to this and my husband having to call off from workThat afternoon a man called my husband and he said he was on his way with the water heater My husband informed him this was an emergency due to having small infants and he called someone else to do the job because he was not guaranteed an appointment by Carpinet or that they would have a plumber availab

Dear Mr*** and Mr***;I am writing in response to the above referenced complaint filed by Mrand Mrs*** ***I am the owner and president of Carpinet Plumbing & Heating, Inc, Mrand Mrs*** made a decision to put a pump in on their property at * *** Street, Wyoming
PaWe advised them that they would have to remove trees in order to gain pitch for the gravity sewer line, Mrand Mrs*** did not want the trees removed.At no time did we proceed with the pump installation without the consent of the homeowner Mr*** ***When we completed that phase of the job the Customer then refused to pay for our workWe later found out that another contractor installed a gravity sewer line for the ***'s, which job was originally quoted to the ***'s by Carpinet Plumbing & Heating, IncThe pump job was discontinued when customer refused to pay our billI have pictures which can be supplied upon requestIn conclusion, there was no wrong doing on our part with the services we providedSincerely,Robert JCarpinet

Dear Mr*** and Mr***;I am writing in response to the above referenced complaint filed by Mrand Mrs*** ***I am the owner and president of Carpinet Plumbing & Heating, Inc, Mrand Mrs*** made a decision to put a pump in on their property at * *** Street, Wyoming PaWe
advised them that they would have to remove trees in order to gain pitch for the gravity sewer line, Mrand Mrs*** did not want the trees removed.At no time did we proceed with the pump installation without the consent of the homeowner Mr*** ***When we completed that phase of the job the Customer then refused to pay for our work.We later found out that another contractor installed a gravity sewer line for the ***'s, which job was originally quoted to the ***'s by Carpinet Plumbing & Heating, IncThe pump job was discontinued when customer refused to pay our billI have pictures which can be supplied upon request.In conclusion, there was no wrong doing on our part with the services we provided.Sincerely,Robert JCarpinet

On November 10, we received a call MrMrTom *** at approximately 7:a.mHe informed us that he had a natural gas power vented water heater that was leaking from the bottom of the tankIt is customary for us to ask for the age, model and serial number of the unit so that we can check
warranty status of the unitMr*** called us back with the informationThe water heater is a *** White *** *** Serial number ***We then called the supply house and found out that the water heater tank was under warrantyThe parts and labor would be billed to himWe Called Mr*** back to let him know that we would be picking up the Water heater and heading over to their house in afternoonAt that point in time this appointment was confirmed with all partiesAt no time were we told that another plumber was called.As promised, on the afternoon of November 10, my men headed out to the *** residence at ** *** Avenue, Mountaintop, Pa When they were about half way to the residence they called the ***s just to let them know we were half way there It was then that my technician and helper were told that they had another plumber there to replace the water heater and our services were no longer needed We never received a call to my office to cancel the job Our billing reflects time for phone calls to obtain the warranty information; water heater pickup and partial travel to the ***' home for two (2) men The charge is very fair and only covers costs.In conclusion, there was no wrong doing on our part with the services we provided To the contrary we were extremely helpful and accommodating to Mrand Mrs*** At no time did I threaten Mr*** I informed him that he would be responsible for incurred labor charges He told me that we could send him the bill but that he would refuse to pay it.Sincerely,Robert JC***

We were in desperate need of a plumbing service as our former plumber passed away Fortunately, my nephew just hired Carpinet Plumbing for the purpose of needing a new boiler He, as well as my brother were very impressed with the quality and experrtise of their work, along with a quick response to complete this job in a very timely manner as well We were also pleased with their concern for our issue being resolved, which they did, even showing up early and on a Sat., we were impressed They installed a new hot water heater with no inconvenience to us.......we did incur a small issue the day after it was installed and they came over almost immediately to repair a valve that had a minute leak, it was replaced and no problem since
They are a professional business with wonderful customer service unlike some companies that agree to do a job, then leave you hanging for days or never getting back to you at all, as this had happened to us once when remodeling our kitchen Not with this plumbing company, and they are now going to be our plumbing company for any future issues requiring their competent assistance from their customer service being informative to quickly provide one of their experienced teams or specifically trained individual(s) to service our plumbing request
We would, of course, recommend them highly to anyone who needs a qualified company, Just call on Carpinet Plumbing Very satisfied Mr/MrsRon Jones

[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:I was never told that the labor charge is based on how many men are needed for the job. Actually, the 2nd man on the job appeared to be an "apprentice" just learning the trade. They were both very personable and professional at all times, and yes, they did do a good job. However, I believe this is referred to as "lying by omission" - nice try.  I'll send a check to clear the invoice, but going forward I'll be doing business with a higher caliber company. 
Regards,
Barry K[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: 
Hi. Thank you so much for the forwarded reply. I really do not have more to offer in reply other than they keep backtracking their response with something I have already commented on. They say they do not "quote" a job of that size, but as I have said, it is a large job in my eyes that I would never bring in a stranger to do the work on without meeting them first and getting the best estimate. I struggle financially and do not have money to just let anyone come in and do the work without knowing how much it would be up front. I would NEVER EVER spend THAT kind of money on unclogging a drain!! Ever. Some people may have that kind of money, but I sure do not and would never have even had it done since I do not use that tub. The tub was just a side thought on the actual work that I need done. The main issue is the heating system. That's what I needed someone to come and look at. When the guy asked to look at the bathroom after I showed him the heating system, I just assumed he was ready to look at the rest of the job to out it all in his head. When I showed him the bathroom, he took it upon himself to move the shower curtain and run the water down the drain. I found it odd and was a bit put out, but figured he wanted to try something out real quick. When he said he wanted to get his machine that it was a quick fix, I honestly believed it was just something he was doing out of the kindness of his heart because it was too minor to bring someone in to work on. That he saw my situation and had a machine that may or may not fix the minor issue of a clogged tub, but it didn't hurt to give it a whirl. Honest to God. I was even rushing him because, although it was nice of him, I really didn't have the time. We had to get out the door. I kept yelling at the kids that we have to go, etc. I did NOT ask for a plumber to unclog a drain for a tub I do not use and can't use because it leaks. It is ridiculous and I can prove it by allowing someone come over. I have also had many estimates these last few months and have finally decided on someone to do the work. ALL of the work. Not just one minor issue. I would never. It is juts not fathomable. Especially for someone in my shoes. It doesn't even make sense. Their receptionist made an error and now they want to charge me for it. And the owner has NEVER even called me over this. That says a lot. I do have phone records I can show of all the times I called and the amount of time I was on the phone with them. I also have phone records of other business I have called and had out for estimates. I can provide whatever it is you need. I am just so upset that my ignorance in this type of matter was fully taken advantage of. Not that we still want to believe that people take advantage of women, but it happens a lot. I would like to not think it was gender related, but at this point, after dealing with many other plumbers, I am seeing this situation with different eyes.Thank you for all of you help.[redacted]


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 as Answered] Complaint: [redacted]I am rejecting this response because:
 
       There were never any estimates done for either job that Mr Carpinet is stating.  I called for weeks trying to get ahold of them to see if they were going to fix my problem.  Phone calls were never returned.  Mr Carpinets secretary never called to set up an appointment like he is stating.  She finally called after a couple weeks passed to ask me how the problem was which is when I voiced my disappointment.  I had a cracked sewer line in my basement.  How do you think the problem is?  The pipe didn't fix itself!  That is why I hired another plumber who was capable of fixing the pipe in a timely manner.  I have a paid receipt to show the work was done and paid for.  As far as the drain that Mr Carpinet is saying he plugged well that was connected to the pipe that I had the other plumber replace. The other plumber even asked me why he plugged the drain all he had to do is disconnect it from the broken line that he (the new plumber I had do the work) replaced.  As far as the video Mr Carpinet is talking about, any person that watched the video of the line was clearly able to see where the crack was in the sewer line except Mr Carpinet! The quality of the video was perfectly fine.  The plumber I hired had no problem seeing it and guess what he found the pipe exactly where I had told Mr Carpinet it was.  Imagine that!  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: 



Hi. Thank you so much for the forwarded reply. I really do not have more to offer in reply other than they keep backtracking their response with something I have already commented on. They say they do not "quote" a job of that size, but as I have said, it is a large job in my eyes that I would never bring in a stranger to do the work on without meeting them first and getting the best estimate. I struggle financially and do not have money to just let anyone come in and do the work without knowing how much it would be up front. I would NEVER EVER spend THAT kind of money on unclogging a drain!! Ever. Some people may have that kind of money, but I sure do not and would never have even had it done since I do not use that tub. The tub was just a side thought on the actual work that I need done. The main issue is the heating system. That's what I needed someone to come and look at. When the guy asked to look at the bathroom after I showed him the heating system, I just assumed he was ready to look at the rest of the job to out it all in his head. When I showed him the bathroom, he took it upon himself to move the shower curtain and run the water down the drain. I found it odd and was a bit put out, but figured he wanted to try something out real quick. When he said he wanted to get his machine that it was a quick fix, I honestly believed it was just something he was doing out of the kindness of his heart because it was too minor to bring someone in to work on. That he saw my situation and had a machine that may or may not fix the minor issue of a clogged tub, but it didn't hurt to give it a whirl. Honest to God. I was even rushing him because, although it was nice of him, I really didn't have the time. We had to get out the door. I kept yelling at the kids that we have to go, etc. I did NOT ask for a plumber to unclog a drain for a tub I do not use and can't use because it leaks. It is ridiculous and I can prove it by allowing someone come over. I have also had many estimates these last few months and have finally decided on someone to do the work. ALL of the work. Not just one minor issue. I would never. It is juts not fathomable. Especially for someone in my shoes. It doesn't even make sense. Their receptionist made an error and now they want to charge me for it. And the owner has NEVER even called me over this. That says a lot. I do have phone records I can show of all the times I called and the amount of time I was on the phone with them. I also have phone records of other business I have called and had out for estimates. I can provide whatever it is you need. I am just so upset that my ignorance in this type of matter was fully taken advantage of. Not that we still want to believe that people take advantage of women, but it happens a lot. I would like to not think it was gender related, but at this point, after dealing with many other plumbers, I am seeing this situation with different eyes.
Thank you for all of you help.
[redacted]



Regards,
[redacted]

On the morning of October 24, 2016 I received a call from [redacted] requesting our services for a problem with his sewer at his residence at [redacted] in Mountain Top, Pa.   I was told that previous contractors had been there to video tape the sewer line.  When I...

arrived at the home of [redacted] he showed me a black and white video on a lap top computer with very poor resolution.  [redacted] requested that I supply him with an estimate for the repair.  I looked at the job and I told [redacted] that I was not given enough information to prepare the quote. The location of the break was not marked under concrete floor and line location and depth were also two (2) important factors that I needed to know.  There was a basement floor drain, where sewage had backed up that needed to be plugged; and the main house trap was originally installed with no fresh air vent (which is a code requirement).  We pulled the toilet in the basement and cameraed the sewer line.  The line location and depth were marked along with the bad section.  The floor drain in the finished basement with tile floor was blocked off with expansion plug.  All of the above described work was done with [redacted]’s knowledge.  He knew that we installed the fresh air vent and re-cameraed the line.   [redacted] was also notified by me that this should be ok for a while.  I also advised [redacted] that she should not be using two ply toilet tissue and needs to switch to single ply toilet tissue and that no sanitary products should be flushed down the toilet into sewer the line. I had two (2) estimates prepared for [redacted].  One was just to repair the bad section of the sewer line; and the other was to completely redo the cast iron line replacement in basement to trap.  My estimate included removing all old concrete and dirt and re-concreting the dig area.  Tile replacement was to be quoted by another contractor.    However, when my secretary called [redacted] to set up an appointment to go over the estimates, she was informed that [redacted] had made arrangements with another contractor.  I then prepared my invoice for services rendered and submitted it to [redacted].     Submitted by:  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and will agree to pay the company.  I, however, remain very dissatisfied with Carpinet plumbing and find they have acted dishonestly, demeaning, threatening and unprofessional. I hope that my review and this response can help others make an informed choice before deciding on a plumbing company. The secretary was supposed to call in the afternoon if plumbers were available and there was no actual appointment made. Unfortunately, when we tried to explain this to the owner and the secretary we got screamed at.  The owner stated to my husband, "If you want to roll with it, I will roll with it." He never explained what he meant by that when my husband questioned.  My husband and I only can think he was threatening to take us to court if we didn't pay for the appointment that was never set up. When I tried speaking with the secretary she spoke over me and said, "Honey, I have been here 15 years and I know what I am doing." I then told her I was dissatisfied with how unprofessional the company was and would be filing a complaint with the Revdex.com. I would wish in the future this company would be more professional and realize no matter how long you work for someone you can still make a mistake. I also believe there should be documention of an appointment such as text, email or voice-mail. My husband and I do not have time to take off for court if that was truly what the owner was implying and that is why we are deciding to pay for what they say is customary service (to look up if the water heater was available and if we had a warranty).
Regards,
[redacted]

Review: Around the end of June of 2014, I called Carpinet Plumbing and asked how much they would charge to install a water filtration system that I had purchased. I was told by Tina that their labor charges are $65-$75 an hour depending on the nature of the work. I said that would be fine and we scheduled an appointment. The plumber arrived on time with a young helper - they finished the job in 2 hours. When they showed me the work order I was informed that there would be an additional 30 minutes added for "travel time" - I live 10 minutes from their office. About a week later an invoice arrived in the mail charging me $100 per hour for labor and, of course, 30 minutes of that was their "travel time" so I was billed $250 for labor - I was also billed $95 for parts which seemed a bit high but I neglected to ask how much the parts would cost. When I called to inquire about the invoice I was told again by 2 different women in the office that yes, their labor charges are $65-$75 per hour - I told them my invoice is showing $100 per hour. They told me that the invoice would be placed on the owner's desk and he would call back - After waiting for 1 week, I called back and was informed that the owner says "the invoiced amount stands" - I once again said that I was told $65-$75 dollars per hour for labor and was invoiced $100 per hour - Also, no one mentioned that I would need to pay a $50 travel fee for a 10 minute ride.Desired Settlement: Just bill me at what I was told the charges would be - I'd even pay for the travel time - I could handle that - what I can't handle is blatant fraud on the part of this company!

Business

Response:

In response to [redacted]'s complaint our labor rates range from $65.00 to $75.00 per hour for one (1) man and $100.00 to $125.00 per hour for two (2) men. When I spoke to [redacted] on scheduling the job he said he had two (2) large filters to install. Without seeing job or knowing the actual size of the filters supplied by [redacted], I sent two (2) men in one of my large utility trucks which do all installations. Our vans are used for service and are limited to stock because of availability of room for storage. I had no knowledge of material needed to do job or what type of material so our installation truck was the best choice. If [redacted] wanted a service van that could have been arranged if he so indicated.

Review: I have numerous plb and heating issues that I need addressed and repaired before the heating season and have been calling around for estimates. Three companies have come in to give me estimates on the repairs. When I called Carpinet Plb and explained what I needed to Arlene, the receptionist, she said she would put the message in and have someone call me. I received a call the next day from one of the workers and he set up an appointment to come out and see me two days later. We set it up in the morning before I had to leave for work since it wouldn't take long to do the run-through. When the plumber arrived, I immediately took him downstairs to show him the heating pipe that is leaking since that is the most important. He briefly looked at it and said he had someone that could fix that and then asked about a blocked tub. So I took him to the bathroom and flushed the toilet and ran the sink to make the system glub-glub as that was the issue. He then stepped into the bathroom, pulled back the curtain from the tub and started messing with the water and opening the overflow. I asked him what he was doing and he said you probably have a simple blockage from old pipes not being cleaned. So I figured he must know what he is talking about and maybe it is something simple. I started telling him how someone said the glubbing is probably from not being properly ventilated. He advised me that it would not drain at all if that was the case. That it could just be a blocked air vent. I then hinted around that I did not have that kind of time and that I really had to get to work. I then started telling him about the other repairs that needed to be done. He ignored that part and said he wanted to try running the machine down the drain real quick to see if that worked. As I was starting to panic about getting out the door to work and rushing the kids around to get them out the door, I assumed he was doing what he was doing since it was quick and simple and a quick something to help him get an idea of what was wrong. He ran his machine for about 4-5 minutes and called out to me that it was done. I went in and asked him what he meant and he ran the water and showed me that it went down now. I told him that was great, but what about the glubbing and the leaking shower head and the leaking drain upstairs and the leaking heating pipe in the basement and all the heaters needing new air vents? I needed a quote on all of it together so I can make my decision on who to do the work. He then dropped the bomb on me. He said he was just there to fix a sluggish tub. What?! He was confused as to why I was upset and told me he was just called in to fix a sluggish tub. I told him exactly what I needed and what I had originally told Arlene. He apologized and said that was not his job, that he was not the boss and showed me the work order of just about the tub. I told him that it was OK and not his fault and that at least the kids could maybe take a bath now, but to have the boss call me because I was extremely upset and didn’t want to be charged for something I did not ask for. He assured me he would. Two days later, I had not received a call, so I called them. This time, Lisa answered. I told her the entire story. She said that Arlene has been doing this job for years and would not make a mistake like that. She said that I probably got my story wrong since I spoke with so many plumbers. I kindly told her that she was entirely mistaken and for her to even say that to me was appalling. I told her to have the boss call me. Lisa called me back herself later that afternoon and said she pulled my work order and since it said sluggish tub, that is all I must have said to Arlene. I again told her to have the boss call me that I was done speaking with her. Since I never received a call back, I called again. Lisa answered again and argued with me that the boss was busy and didn’t have time to call me and that they did the work and I was just trying to get out of it. I told her to have the boss call me or I would report them to the Revdex.com. I also called the gentleman at the bank (who referred Carpinet when I got the loan to do the work on the house) and told him the story. He was appalled as well and said he would call them as well. A day or two later, I received a bill in the mail for the “work” the plumber did! I called again and Lisa said she explained everything to the boss and that he said to just bill me and that he was not going to call me. I now have a bill for almost $200 for services I did not request and for something that took the plumber 15 minutes to do and that did not even fix any of my issues!!! Since I have tried numerous times to reach out to the owner and have not received a call back, I am asking for your assistance.

I would like the owner to call and hear the true story and stand behind what is the truth and right in this matter! How dare anyone in customer service disregard the customer in such a blatant manner!! I have never been treated with such ignorance and deceit as a consumer. The customer may not always be right, but in this situation, the customer IS right and has the right to be treated with common courtesy and decency. And then to charge me an astronomical fee for their mistake is just despicable.

PS. This was my original letter that I sent to the Attorney Generals office. They did attempt to handle this matter on my behalf, but ultimately suggested I contact the local Magistrate. I am trying you first to give Carpinet a chance to make things right.Desired Settlement: I should not have to pay for a service I did not request. When I asked for an estimate, they should have provided me with an estimate.

Business

Response:

September 15, 2014Dear [redacted]:I am going to respond to this complaint as simply as possible. Please review the attached work order which is self-explanatory. This is the work order that it completed directly from our phone conversation with the customer prior to dispatching to our plumbers.As you can see the call was for "Tub taking a long time to drain". In other words — the tub is blocked. She never asked for a quote. If she did I would have told her what our rates were over the phone. We would not go to Kingston to quote a job of this type. We went to the job equipped to unblock her tub drain. Upon her receipt of our invoice she called to complain — stating that she thought our man was there to do a "demonstration" for her.Regarding her issue with the steam pipe leaking; that is also addressed on our work order. We were first advised of this upon our arrival to her house to unblock her tub drain. As our notes indicates - she wants an estimate to repair steam line leak in her basement. That would be addressed on another call and also would not be quoted. This type of jobs fall under the "service" category and are billed on a time and material basis.Her entire bill is $115.00 (copy attached) includes acid and using K-50 power sewer machine. I recently sent her a "final Notice" due to the age of her invoice being 45 days past due. This is what prompted her to write to you. If her payment is not received we will proceed to take her to the Magistrate as indicated on our "final notice".Thank you, Arlene MAdministration Assistant

Review: I placed a call on july 1st to have a service call to my house or about the possibility of a service call, of which the person said they would send someone out to look at the equipment at no charge unless it needed to get worked on then they would have to charge me accordingly. If there was a service charge I would never have called them. back to send someone out. I ended up following up with the company on Friday july 5th. To which the gentleman who answered the phone said he would send the tech out first thing Saturday July 6th by 7 a.m. I called them back on Saturday at 7:45 a.m. because the person didn't show up yet. He finally answered and said he wouldn't be there until 8:30am. He finally came out and was disrespectful to my wife. Gets in the house not even 5 minuted and shines his flashlight at the unit and takes a picture with his cell phone. He did absolutely no maintenance to the machine what so ever. Again, I never would have accepted them coming out to look at the problem if the charged $75.00Desired Settlement: I would like the $75.00 to wiped out and owe nothing.

Business

Response:

The attached response to this complaint was originally mailed to "[redacted]" on August 1, 2013 -- to Revdex.com 4099 Birney Avenue, Moosic, Pa. --- but mail was just returned to us "unable to deliver".

Please advise us as to the status of this matter. Thank you, [redacted]

August 1, 2013

Revdex.com

4099 Bimey Avenue

Moosic, Pa. 18507

Re: ID [redacted]

Dear **. [redacted]:

The only true statement in the complaint filed by **. [redacted] are the first 15 words.... “I placed a call on July 1st to have a service call to my house”.

Please be advised of the following:

1. **. [redacted] called on July 1, 2013 requesting service on his three (3) year old Mitsubishi Slim Ductless air conditioning unit. He told my office that another plumbing company had been there previously and added Freon to the unit but that the unit was still not working properly.

2. He indicated he would be available Wednesday July 3, 2013.

3. At no time during that conversation did **. [redacted] request an estimate. He requested a normal service call for the unit to be checked.

4. On Wednesday July 3, 2013 (the day that **. [redacted] requested for this service call) one of my service techs called **. [redacted]. He did not answer the phone and at 9:00 a.m we left a message for him.

5. **. [redacted] got back to us and it was agreed that we would be there on Saturday morning (July 6, 2013).

6. On July 6, 2013 we went to the home of **. [redacted] to trouble shoot his AC unit. We reported our findings to him. In our opinion the unit is too small to service a living room and dining room. And also that the fan is totally blocked leaving next to no airflow. At that point **. [redacted] advised that he would have a family member clean the fan to the unit.

We invoiced **. [redacted] for a service call and diagnosis.

We stand behind our work and ethics. The invoice (copy enclosed) is due and payable to us for a job requested and done. We do not intend to “wipe" this charge out or reduce our charges in any way. It is beyond any sound reasoning that a customer would expect a service call at no charge especially on a holiday weekend, or for any reason. Then to top if off, he reports me to Revdex.com.

If there are any questions please do not hesitate to contact me.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

First, I did in fact call them for a service call as they say to give me an estimate. I should not be held responsible for their staff not writing that down. I did in fact ask for an estimate because I had already spent $150.00 on a previous service company to supposedly repair it. Why would I ask for a service call and pay another $75.00 for the guy to come out and do nothing. When he came out I didn't sign anything saying I would be charged, there is nothing that carpinet gives you or even tells you that a service call is $75.00. I believe they know I asked for an estimate and because the guy came out on Saturday because no one knows how to return phone calls in a reasonable time and he couldn't bill me to fix the unit, they are charging me an absurd service fee. If they can prove I called for a "service call" and NOT an estimate I will pay. This will mean I want to hear a recording of the call. If they did fact record the call then, I was not notified of the recording and there could be legal consequences. I did ask for an estimate and I should not be held responsible for their mistake in not writing it down or honoring their word.

Regards,