Comfort Masters, LLC

September 14 – Customer called to have us look at the gas line in their home. XCEL had Red Tagged the meter because of several leaks in the gas line. We set an appointment for Sept. 20th but we later called to change it to Sept. 27th. September 27 – Two technicians met with the homeowner and...

discussed the best options for the gas line. One was to fix the leaks for Time and Materials. The second option was to put in a new gas line and leave the old one in place at a quote of $450.00. We told them we could do either one that day. We explained that if we removed the old pipes it would be an additional $150.00 for labor and disposal. They chose the second option but declined having us remove the old pipes at that time and we showed them where the line would go – some of it below the ceiling like the old line. The ceiling tiles were also discussed and we told them that some would have to be removed to do the work and may get damaged because of their age and the way they were installed. Work was completed in two hours and then we called for an inspection. They came the same day while the homeowner was home. We received a call later that day from the inspector to inform us that we should make the hole bigger for the penetrating sleeve to go all the way through and take a picture of the finished work and send it to him. He unlocked the gas meter and told us we could tie it in after the adjustment was made. We made arrangements to come after 3:00 the next day. Customer than changed the appointment to Oct. 5.October 5 – We had two technicians wait for 1 hour and no one was home or showed up.October 6 – We called to set up a time to come back that day. We drilled the holes bigger, removed the gas test, tied in the line and checked the furnace operation. An Invoice was written up and sent to the customer for the amount that was agreed on before work began.When the customer called on March 8 and asked about the details of the job the Tech was consulted and we explained that we had given a quote to put in a new gas line and that’s what was on the Invoice. If we had bid for Time and Materials we would have itemized the Invoice. The old gas line was left in place because the homeowner didn’t want to pay extra to remove it and it was not necessary to remove it for the other one to be placed and used. We had told them at the time of the service that some ceiling tiles had to be removed and they may get damaged. The customer was invoiced back in October and a new Statement was mailed in March – because they said they hadn’t gotten an invoice we told them that there would not be a finance charge applied.I think we have addressed the concerns brought up. We appreciate that the customer paid the bill after we spoke in March. We are comfortable knowing the customer has a new safe gas line for their home. Thank you.

I am rejecting this response because:
 I am rejecting this response because:I had called and made 3 appointments for them to come to give me an estimate to replace the pipes. After 3 different no show, I was told that they do not do estimates. That all the pricing was based off of time and materials, and that is why they didn't come. There was no call, and I was not informed of this. I was just told a time they would be there to give me an estimate. 3 times I took time from work waiting up to 2 hours for them to show before they finally told me they don't do estimates. I then asked for an appointment for them to come replace the pipes. When they finally showed up I explained we had a leak and that we knew we wanted flex tubing to replace the old. They told me the ceiling tiles, "might not come down nicely." which I assumed to mean the dividers would come down too. I did not expect that to mean that any tiles would be broken into pieces. They then told me that they would not be removing the old pipes because it would cost extra. I told them I would have to discuss that with my boyfriend. There was not a question, they did not ask if we wanted them down. They simply told me they would not be taking them down. Those were the only things discussed, no mention of pricing had been made. They did not explain where or how they were going to route the pipes. When they finished 45 minutes later, they told me the new pipes 'wouldn't fit'  above the ceiling. That there was nothing they can do. There is no section of the old pipes below the ceiling line, however the new pipe is below the ceiling in a walking area. That day the inspector came to check the work and unlock the meter, he informed me that their work was not done up to code. That they would have to come back to fix their work.After they came back to bring their work up to code they left with out any mention of cost or what was next.We waited not sure if there was another inspection needed or if we were waiting for a mailed bill. We received our first bill in the mail in March, 6 months later. I have paid the bill and am not looking for reimbursement. I however can not select this as resolved because of how unprofessional the entire process was and how poor the service was that I received.