Crystal Blue Plumbing Heating & Air

Review: Crystal Blue came out to fix our water heater last week/ They said it was the thermal coupler so we paid $289 to replace it. Our water heater broke one week later. They came back out and said we now need to replace our water heater. They were charging about $2000 for the water heater which was too much so I declined and now they will not refund me for the misdiagnosis. They charged us for a repair that was not needed. The owner [redacted] was rude and condescending.Desired Settlement: Would just like my money back as they lied or misdiagnosed the problem and charged me for their error. They can have the thermal coupler back as that apparently is not the problem!

Business

Response:

I have received this email regarding the customer Mrs. [redacted] ([redacted]) . I have reviewed all the technicians invoices and notes. From my understanding we went to the customers home on the 20th of May. We found a water heater roughly 10 years old. We recommended a full replacement which included all proper upgrades and permit fees. approximately $2000 to complete. The customer said that was not in there budget. But asked was there anything else we could try. My technician said he could try to replace the thermocoupler, but offered no warranty as with the age of the water heater this is a band-aid and no telling how long this would last for the cost of $289.00. The customer still did not want to replace the water heater so after collecting an approval signature, my technician went ahead and replaced the thermocoupler as requested by the customer. He even offered her a 30 day full credit of the $289 towards a new water heater if this did not last. On the 28th of May we received a call that the water heater was not lighting again(lasted about a week). I sent another technician out to confirm the firsts techs diagnosis. Again we recommended replacing the water heater and stood behind the 30 day credit with the installation of a water heater. She declined and was extremely upset. I received a call from her that day, and tried to reason with her. She was yelling and eventually hung up on me. We specialize in customer service and really try to help everyone we service. I believe my technicians handled this exactly how they should have. I feel more of her anger is having no hot water heater and having to spend money not planned for. We have some great technicians and am very proud of over 300+ positive reviews. Our intention is to help everyone, in this case somehow we failed to please her. We as a company have pulled this service call, both the office phone recording, paperwork and actual service work to review as a opportunity to improve.Thanks So Much for your time,[redacted]

Consumer

Response:

I am rejecting this response because:I would like to clarify with [redacted] as his first technician is not bring honest or telling him the truth. First of all he spoke with my husband, not me, on the first visit. When the company came out they said the problem was the thermal couple, never once did they say we needed a new water heater so obviously we were happy to hear that. We were prepared to replace the water heater if needed. After the 2nd technician came out [redacted] told myself that the thermal couple was just a band aid. Now why would anyone pay $289 for a week of usage? Just not logical! By the way the water heater was only 7 years old so once again your assumptions and diagnosis are wrong. The technician told us on the 2nd visit that we need to either replace the gas valve for $600 plus dollars or get a new water heater. Once again now we have a different diagnosis so [redacted] please explain which repair was needed?? [redacted] you did offer to credit the $289 dollars towards a new water heater but the total was going to be approximately $2000 which is outrageous. We have since replaced our water heater for $1350 with all the upgrades and permit. I am asking for a full refund and I have your thermal couple so you can have that back since that was not the problem. We feel you misdiagnosed the problem and I understand that happens but I feel you did not diagnose the problem correctly therefore I should not be held liable for the inadequate repairs. Please don't patronize us with using this as a learning tool for your company. Sincerely, [redacted]

Business

Response:

Both options of a water heater and thermo-cuplar were presented on the first visit. The customer chose the thermo-cuplar option with no guarantee, please see invoice. Crystal blue did offer credit if it did not last, but it had to go to a new water heater. Consumer decided to replace water heater with another company at a cheaper rate, everyone has different prices and I can not change that. It was not misdiagnosed and she will not be offered a refund.

Prompt & efficient

Review: Crystal Blue Plumbing Heating & Air sent [redacted] to my home to see the scope of work and to prepare estimate. [redacted] said he would leave the estimate for me to look over but would like a 10% deposit based on estimate of $5000. Under good faith I wrote the check. I contacted [redacted] right after he left asking for the itemized estimate that he forgot to leave with me. He asked me to email him and he would send it right away. I did as he requested and received email with scanned copy of $500 receipt but not the estimate from Tim, the owner. [redacted] was to return the next morning to start work but did not. [redacted] was always very polite and promised to get me my estimate but it never came. As we became weary of Crystal Blues' integrity our daughter was seriously injured in a car accident and was hospitalized. I asked to reschedule. After my daughter was back home I emailed [redacted] asking for him to send the estimate and he again promised to do so. I contacted [redacted] each day asking for estimate of work and [redacted] kept promising to send it but the estimate never came and [redacted] stopped responding for over one month. I emailed again wondering why I had not heard for him and I guessed he was very busy. I asked for my deposit and I let him know I would like to check in again at a later date to see if his schedule opened up. [redacted] replied that he would let [redacted] know. I never heard from [redacted] but received a text offering me 10% off the price, free plumbing membership, & free immediate weekend work at weekday price. I called the office and was told "no refunds of deposits" and this was "to protect them from flaky people like me...and to call [redacted] on his cell", which I did but with no response. I have all the email communications and feel this company is not acting under good & ethical practices. They will only "do work" but not "refund deposit." How can they do work if they never show up & never give estimates?Desired Settlement: I would like my deposit of $500 returned to me since no work was done and since I cannot trust them to complete work they would not even start.

Business

Response:

Company called the Revdex.com office and stated that they did indeed call the Revdex.com office when the case was first brought to their attention in Jan., but didn't hear back.

At this time they have already issued the consumer her refund and it has been cashed. They apologized for the miscommunication. They dispute the allegation that one of their staff members made the statement referenced in her nature of dispute.

Crystal Blue Plumbing Heating & Air has done plumbing work for us as well as servicing our heating and air.....ALWAYS perfection!

They installed a new air condition capacitor less than a year ago. Air not working today, they refused to warranty the part and would not help with the cost of a new one. didn't like his attitude, he said can't help me!!

I really appreciate and value the services this company has provided for me. They responded to my emergency on a holiday, even though I was outside their service area. My water heater burst and flooded my kitchen. Clean up included pulling up my kitchen flooring and removing the drywall between my kitchen and garage. I now have them do my 2x/ year HVAC tune ups, and they found/corrected an issue my previous company missed. They are reasonably priced, and always courteous, clean, professional, and friendly. I am a big fan.