Certified, Inc.

Review: In October 2014, Mr. [redacted] from Certified, Inc. was requested to evaluate the feasibility of installing a hot water coil in the air handler in the central A/C system and connect it to an existing boiler. He said it was possible but said the old air handler should be replaced with a more modern air handler that had an electronically controlled motor. I ask what it would cost to do the job and he said $2,400. Based on his estimate I said to go ahead.The installation was to be done between Thanksgiving and Christmas to allow time for the delivery of parts. On December 3, 2014 I called Mr. [redacted] to find out the status of the installation, again on December 8th and December 15th with the same response that he was waiting for parts.Since it had been over two and half months since we had discussed the project, I was beginning to think this was just a runaround and the best way to find out was to get something from Certified, Inc. in writing. I called Mr. [redacted] on January 6, 2015 and requested a written bid. He did send a bid back by email of $5,170 which was way more than originally estimated and for more work and materials that I had requested. I sent back an email to cancel the project because the bid was more than twice his original estimate. In an email dated January 7, 2015 he responded No problem, sorry for the confusion and I will try and cancel the hot water coil and let you know if all is ok with the returning. He emailed me on January 8, 2015 that he had called the company and the coil had been built on January 6th, tested on January 7th and was being shipped that day, January 8th. He indicated the cost would be $750. I was informed by email on January 22nd that the coil was in and I paid for it on January 26th.I was advised by another HVAC professional that price was exorbitant for a 12 x 24 x 3 inch hot water coil. I did check the price of hot water coils on the internet and they ranged in price from $109 to $500 with the same dimensions, materials, and heating capacity. I met with Mr. [redacted] on February 16th following his two week vacation. Mr. [redacted] attempted to justify why there was such a difference between the estimate and the bid. He insisted that we had discussed additional pumps and control valves however, on a copy of the work order that he generated on December 3, 2014 its evident he clearly understood my request when he wrote wants new air handler installed with a hot water coil with no mention of additional pumps or zone valves. He asked what I wanted to do and I told him I wanted the coil returned and requested my money back. Other than an email bid, no paperwork like the work order, invoice or hot water coil specifications were supplied until January 26th when the coil was paid for. It is unfortunate a more accurate estimate wasnt provided during the two months of waiting for parts. Had the $5,170 bid been available in a timely manner, more informed decisions could have been made by both Mr. [redacted] and myself. As it stands now, the project has been cancelled and I need to be reimbursed $800.27.Desired Settlement: The reimbursement of $800.27.

Business

Response:

After with speaking with Mr. [redacted], March 17th, we have resolved our differences. There are no further issues.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The response was prompt and with genuine concern for the circumstances.

Review: I called [redacted] after he presented me with an estimate not to exceed $2500 and told him I had another estimate for $2375. I asked if he could match that. I read him the estimate and he said he could match the price but not all the work that the other contractor would do. I said OK. Then I got a bill for $2500. I called and he will not honor his word, saying it took longer than he expected and I would have to pay the original estimate.Desired Settlement: I would like him to honor the agreement of $2375.

Business

Response:

It seems that you are confused on a few

issues. In the voicemail you left me a few weeks ago (which I saved), you stated

that you told me over the phone that you had another estimate for a furnace

replacement for less than ours. When I returned your call, I informed you that you did in fact

tell me about another quote you received, but it was face to face at the jobsite

between the two of us and not over the phone. This of course, was after I had already spent my

time scheduling your new natural gas service, marked the new gas meter location for

the local gas utility and ordered your new furnace. Now, according to your complaint, you

apparently had a copy of the other estimate at the jobsite that you were reading to

me. An estimate that I

have never seen or agreed to match the pricing of. We provide

very detailed proposals for a reason, so you the customer, know exactly what you

are getting and for what price. If I had agreed to match another company's price, I would

have asked for a copy of their proposal and I would have rewrote your proposal to

reflect the new pricing. None of which was done. Your proposal was to be performed on a

"time and material, not to exceed" price, as was stated on the written proposal and

explained to you, by myself, on several occasions. As you are well aware of, we could have

saved money on the entire job if you (the owner) had removed the old furnace from the

basement which we had originally discussed and had my installer not wasted 2 trips

to the jobsite due to being locked out. My installer had also helped the plumber remove

your old water heater, another item that was to be removed by the owner and not even

part of the furnace replacement proposal. Lastly, your final bill did not come to $2,500.00, it is

$2,550.00.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not accept the condescending response made by [redacted] at Certified Plumbing and Heating in Altoona, WI.