Colonial Plumbing & Heating Co Inc

*** ***,
Thanks for letting us know of the items that you need completed We did not realize the permit had not been obtained by the generator installer (they usually get it with an electrical permit) We'll apply for one this week Also, you mentioned painting the gas
line I assume you are talking about the new fittings we installed We can have a service tech stop by and take care of that too
In the future feel free to contact us to take care of any outstanding issues It will definitely speed up the process
Thank You,
*** ***
***
Colonial Plumbing & Heating Co

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
It's unfortunate I do not have audible records of all the phone calls I made to ColonialThe fact remains Colonial knew or should have know that my system was loosing freon abnormally, but refused to acknowledge it and act accordingTheir recall is very "selective"; especially about my continued request by phone, and written, to talk to managementThis recap below should speak for itself:
I purchased an *** *** HVAC system from Colonial Plumbing & Heating which was installed by ColonialSince the original install, I have had to make repeated issues with the system involving inadequate cooling, replacement of parts, and leaking freonDespite their continual "attempts" to rectify the problems, Colonial failed to make the system fit for the purpose of effective cooling as proposed by their Sales RepresentativeDuring the summer months, I had to reinstall my window ac unit to support the *** *** System as the freon was being depletedColonial's "fix" was replacing a few parts every other service call, and adding freon excessivelyNot one serviceman stopped to think that adding freon as often as they had to was highly unusualThis process of calling for service, change a part, add freon went on for yearsI kept calling to speak with management, but they just never calledI even, instead of paying at point of service on one call, I wrote on the service report "Please have management call me to talk about this service call and billThat never returned by callI called several timesInstead, they simply said "...we can no longer make service calls to that address"I wrote letters to Colonial Plumbing and *** *** expressing my concernsStill no responses*** ***'s final response was ".....sorry, out of warranty"I finally engaged another HVAC contractor to evaluate/service the systemAfter adding freon, they commented that it was highly unusual to add freon as often as I had to; and suggested that a leak test would determine if and where there may be a leakAfter a second call to add freon, they concluded that there was indeed a freon leak, and from their visual inspection, the leak was coming from the coilFinally, a legal service firm sent letters to Colonial Plumbing and *** *** expressing my complaint of "no response"Guess what, no response from eitherBUMMER!
If Colonial is insistent on "ignorance" to all this history, so be itCustomer loses again

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Mr. [redacted] would like the check payable to him and mailed as follows:  [redacted].
 
Regards,
[redacted]

Dear [redacted]
I want to apologize for...

providing a service that you weren’t pleased with when you had your faucet replaced.  It looks like you have been a valued customer of ours for over 8 years and I appreciate that. 
It looks like [redacted] definitely installed a [redacted] faucet instead of the [redacted] you asked for.  They do look similar and are equal in quality but that’s not what you asked for and [redacted] should have let you know the [redacted] was out of stock.  That way you could make the decision whether to wait for a [redacted] or use something else.  I’m sorry you had to have us in your house 2 times to perform the work.  Hopefully you are pleased with the [redacted] we have now installed.
 
As far as a price breakdown, since we provide up front pricing, a breakdown usually isn’t important to our customers.  They just want to know what the repair will cost. That’s the main reason we provide a lump sum, Up Front price before we do any work. As you know, our customers appreciate that there are no surprise costs when we finish a service call.   To be fair to [redacted] and [redacted] they do not know the costs of the labor, material or the overhead that goes into each task so they could not answer the question of what the breakdown is for any tasks.
 
If it will help redeem us as service provider you can trust I would like to credit your account with $60 to be used on any future service call that you might need.  If you would give us another opportunity to provide service I will make sure you have a pleasant experience. 
 
Thank you for your consideration,
 
[redacted]   [redacted]

Good Afternoon, 

size="3">We will be happy to reimburse the customer the $54.12 as requested, since there was confusion in pricing.  We have a feeling there was a confusion created because they originally requested two repairs and our pricing manuals are set up with primary and secondary pricing.  Secondary pricing is set up at a lower rate for any additional items a customer may want to get repaired while we are there.  Our secondary pricing excludes cost incurred for travel, administrative, etc. which should not be added to the customer’s cost since we are already there and did not have to get dispatched back out on another date. 
She was quoted 332.00 for installing a new ice maker line and hooking this line up to the refrigerator.  This was the first item requested.  The 332.00 is primary pricing.  If they would have gotten the ice maker line and the tub faucet repaired, at the same time, the secondary pricing for the tub faucet would have been 132.00.  Since they only got the tub faucet repaired, the primary cost for this repair should have been quoted at 186.12.    I have a feeling that in between the time of us giving first pricing and the customer making a decision whether we would be doing both or just one repair, the pricing got confused by and between our technician and.  Unfortunately these things do happen and that is why we will be more than happy to refund the customer. 
I do wish we could have resolved this problem for the customer the day she called the office.  The first customer service rep she spoke to is a college student that works part time with us and is still learning how to handle all situations with a customer. Since the customer was obviously upset and needed immediate attention, she decided it was best to refer her to a senior customer service rep that could help her quicker and more efficiently.  The second service rep only wanted the customer to start from the beginning as to cause no confusion before they started discussing a resolution to her complaint.  I apologize if our effort to correct the situation was taken in any other way.

Review: On April 1, 2016 Colonial Heights Plumbing were scheduled to come to [redacted] to provide an estimate of two small plumbing projects. These projects were (1) relocated an ice maker coil in the floor and (2) replace tub/shower connector to include purchasing the item from a store called [redacted] on Crater Road, Petersburg, VA. I found this store to be the only one to have the necessary part and it was close to the house.

Two men representing Colonial Heights Plumbing arrived and give an estimate for the first project as $332.00 according to their book guide which the men stated the company bills by the book and not by the hour. I informed the men that I knew where they could get the tub/shower connector for the second project and I would need to know the part was available for purchase and their estimate prior to them buying the part. These men went to [redacted]’s store to purchase the tub/shower connector (which they took with them to make sure they got the right item). I asked they call me once they were there to confirm the part was purchasable and provide to me an estimate for the cost of repair. I received a phone call from one of the men stating it would cost $132.00 and I asked if that included the part and he said yes. I quoted the price of $132.00 to my boyfriend [redacted] in the presence of two other men from the Appliance Store, [redacted], Colonial Heights, VA 23834, who were there installing three appliances (washer, dryer, refrigerator). All these witnesses heard me repeat $132.00 to include parts and service to the caller by phone several times. The men from Colonial Heights Plumbing returned with the tub part and I stated that I would not need them to relocate the ice maker coil in the floor because I thought the price was high in comparison to other estimates I had previously received. However, I did ask them to proceed with the second project of replacing the tub/shower connector. When they were done which took about 10 minutes they went to the truck and one man return stating it cost $186.12. I asked why so much because I was quoted over the phone from the other man it would cost $132.00 to include the tub/shower connector. This man stated he was going by what the company’s book stated it should have cost to do the work. When I first contacted Colonial Heights Plumbing it was stated to me that there would be a onetime $49.00 service fee for coming out, however that fee would be waiver if Colonial Heights Plumbing performed the work. My receipt ticket does not breakdown service and parts. Also after payment was made the guys left and came back because the guy who received payment and stated the cost was $186.12 stated he gave me the wrong paper copy of the receipt. We exchanged papers after I marked out something I had written on the back of that receipt.

On April 5, 2016 I telephone Colonial Heights Plumbing (804-526-8415) and spoke to Annie who also was the lady that set up the original appointment for April 1, 2016. I explained everything as stated above and she asked me to hold on a minute. Another lady by the name of Anna asked me what I was calling about and I stated I just had explained everything to Annie and I wanted to know if she was the person I should be talking to because I did not want to keep repeating myself. She said well what is the problem? I asked are you not in the same office with Annie (because I had personally visited the office when I set up the appointment and noticed it was an open office with several workers). She stated she was in the same office and I asked did Annie explain what I just told her. Anna stated that Annie mentioned it but she wanted to know why I was calling. I was so frustrated by this point that I said I am not repeating myself and I will just contact Revdex.com.Desired Settlement: I am asking Revdex.com to (1) request Colonial Heights Plumbing reimburse my boyfriend ([redacted] – he wrote the check) in the amount of $54.12 for overcharging after quoting a price of $132.00 by their representative; (2) please check into Colonial Heights Plumbing billing practices as I feel if they did this to me, there are possible others.

Business

Response:

Good Afternoon, We will be happy to reimburse the customer the $54.12 as requested, since there was confusion in pricing. We have a feeling there was a confusion created because they originally requested two repairs and our pricing manuals are set up with primary and secondary pricing. Secondary pricing is set up at a lower rate for any additional items a customer may want to get repaired while we are there. Our secondary pricing excludes cost incurred for travel, administrative, etc. which should not be added to the customer’s cost since we are already there and did not have to get dispatched back out on another date. She was quoted 332.00 for installing a new ice maker line and hooking this line up to the refrigerator. This was the first item requested. The 332.00 is primary pricing. If they would have gotten the ice maker line and the tub faucet repaired, at the same time, the secondary pricing for the tub faucet would have been 132.00. Since they only got the tub faucet repaired, the primary cost for this repair should have been quoted at 186.12. I have a feeling that in between the time of us giving first pricing and the customer making a decision whether we would be doing both or just one repair, the pricing got confused by and between our technician and. Unfortunately these things do happen and that is why we will be more than happy to refund the customer. I do wish we could have resolved this problem for the customer the day she called the office. The first customer service rep she spoke to is a college student that works part time with us and is still learning how to handle all situations with a customer. Since the customer was obviously upset and needed immediate attention, she decided it was best to refer her to a senior customer service rep that could help her quicker and more efficiently. The second service rep only wanted the customer to start from the beginning as to cause no confusion before they started discussing a resolution to her complaint. I apologize if our effort to correct the situation was taken in any other way.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Mr. [redacted] would like the check payable to him and mailed as follows: [redacted], [redacted]. Regards,[redacted]

Review: The plummer [redacted] put in a water heater for us 1st. He itemized the bill showing the cost of the tank, labor cost and my 15% discount for a contract agreement. Then he came to put in a kitchen faucet. I asked for a [redacted]. He left to go get the faucet and came back with a purple box that started with a "P". I asked him if it was a [redacted] and he said it was made by [redacted]. A few days after thinking about it, I knew he cheated me and lied to me. He didn't itemize this bill. When he was at my house, I asked him how much the faucet costed. He said $145. I googled a [redacted] and on Amazon the same thing was $86. I called [redacted] at the office and asked her for an itemized bill. She didn't do it. I wrote all this in a Review on their web site. Then I got a call from [redacted] and she told me that [redacted] did not install a [redacted] and a different plummer would come out and take the cheap one out and install a [redacted] Free of charge. A week later (and after my review) I finally got a bill from [redacted], but it wasn't itemized like I asked. She told me she couldn't do that.Desired Settlement: I will never use this company again. I don't want this to happen to someone else.

Business

Response:

Dear [redacted]I want to apologize for providing a service that you weren’t pleased with when you had your faucet replaced. It looks like you have been a valued customer of ours for over 8 years and I appreciate that. It looks like [redacted] definitely installed a [redacted] faucet instead of the [redacted] you asked for. They do look similar and are equal in quality but that’s not what you asked for and [redacted] should have let you know the [redacted] was out of stock. That way you could make the decision whether to wait for a [redacted] or use something else. I’m sorry you had to have us in your house 2 times to perform the work. Hopefully you are pleased with the [redacted] we have now installed. As far as a price breakdown, since we provide up front pricing, a breakdown usually isn’t important to our customers. They just want to know what the repair will cost. That’s the main reason we provide a lump sum, Up Front price before we do any work. As you know, our customers appreciate that there are no surprise costs when we finish a service call. To be fair to [redacted] and [redacted] they do not know the costs of the labor, material or the overhead that goes into each task so they could not answer the question of what the breakdown is for any tasks. If it will help redeem us as service provider you can trust I would like to credit your account with $60 to be used on any future service call that you might need. If you would give us another opportunity to provide service I will make sure you have a pleasant experience. Thank you for your consideration,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: Preformed work extending an existing propane gas line for a new stand by generator.The Prince George Inspector says they did not get permit for the job & did not paint the iron pipe as requiredDesired Settlement: Inform them of the complaint& put on there record

Business

Response:

[redacted],

Thanks for letting us know of the items that you need completed. We did not realize the permit had not been obtained by the generator installer (they usually get it with an electrical permit). We'll apply for one this week. Also, you mentioned painting the gas line. I assume you are talking about the new fittings we installed. We can have a service tech stop by and take care of that too.

In the future feel free to contact us to take care of any outstanding issues. It will definitely speed up the process.

Thank You,

Colonial Plumbing & Heating Co.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I purchased an [redacted] HVAC system from Colonial Plumbing & Heating which was installed by Colonial. Since the original install, I have had to make repeated issues with the system involving inadequate cooling, replacement of parts, and leaking freon. Despite their continual "attempts" to rectify the problems, Colonial failed to make the system fit for the purpose of effective cooling as proposed by their Sales Representative. During the summer months, I had to reinstall my window ac unit to support the [redacted] System as the freon was being depleted. Colonial's "fix" was replacing a few parts every other service call, and adding freon excessively. Not one serviceman stopped to think that adding freon as often as they had to was highly unusual. This process of calling for service, change a part, add freon went on for years. I kept calling to speak with management, but they just never called. I even, instead of paying at point of service on one call, I wrote on the service report "Please have management call me to talk about this service call and bill. That never returned by call. I called several times. Instead, they simply said "...we can no longer make service calls to that address". I wrote letters to Colonial Plumbing and [redacted] expressing my concerns. Still no responses. [redacted]'s final response was ".....sorry, out of warranty". I finally engaged another HVAC contractor to evaluate/service the system. After adding freon, they commented that it was highly unusual to add freon as often as I had to; and suggested that a leak test would determine if and where there may be a leak. After a second call to add freon, they concluded that there was indeed a freon leak, and from their visual inspection, the leak was coming from the coil. Finally, a legal service firm sent letters to Colonial Plumbing and [redacted] expressing my complaint of "no response". Guess what, no response from either. BUMMER!Desired Settlement: Repair or replace the installed HVAC system and restore that system to its advertised cooling and heating intentions; and reimburse customer for the monies spent to make the system effective by adding freon every few months.

Business

Response:

Dear Sir or Madam:I am sorry [redacted] is having a need for a repair on his HVAC

system. Mechanicals systems have many parts, work in adverse conditions, with

refrigerant under high pressure and occasionally parts do fail. Colonial

Plumbing & Heating Company, in partnership with [redacted] include

warranties to help alleviate possible problems after a system is installed.

Specifically, there is a one (1) year labor and five (5) year parts warranty on

this equipment.[redacted]’s HVAC system was installed and commissioned in August

2007 with warranties extending to August 2008 for labor and August 2012 for

parts. Since our goal is to make and keep customers for life we, and [redacted]

[redacted], would try to be flexible with the end date of a warranty period but

this is now three (3) years after the warranty expired. We do not have a record

of [redacted] requesting service on his HVAC system since 2012 but it is possible

he called and when the service fee was discussed, he declined service. I would

think the company that came out this summer checked to see if the system was

under warranty and confirmed to [redacted] that it had expired several years

ago.My recommendations is for [redacted] to contract with the

service company that has diagnosed a leak in the system to make the repair.

Hopefully he will then have several more years of trouble free operations if

the system is properly maintained.Again we are sorry that [redacted] needs repair on the system

and that we didn’t convey the warranty period satisfactorily to him. If we can

provide additional information, please let us know.

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

It's unfortunate I do not have audible records of all the phone calls I made to Colonial. The fact remains Colonial knew or should have know that my system was loosing freon abnormally, but refused to acknowledge it and act according. Their recall is very "selective"; especially about my continued request by phone, and written, to talk to management.