Custom Comfort Plumbing, Heating & Cooling Inc.

We appreciate the Revdex.com reaching out to us with this informationWe acknowledge that there have been multiple water leaks in the plumbing system in this homeThis however has not been a result of quality workmanship, but product defects that have arisen in the homeWe have the failed parts on hand
and are beginning to work with the manufacturer to find out why this failure has occurredWe have responded to every call placed to us by the general contractor as we have not received direct requests from the Lindsley'sThis has unfortunately lead to delays in response time, and on the last two occasions no response back to us when we have called and left messages with themCustom Comfort has on occasion also shown up to the home and the owner has not let us into the home, but we had to reschedule or talk the general contractor into getting us into the home. We have responded to and repaired every complaint the customer has had except for the last two calls that have come in, and that was because we received no call back from the Lindsley'sThey apparently called another plumber when the delay in response to them took place because they will not call our office. We have also paid for repairs that have been done including mold inspections and carpet replacementAs to the complaint on the unit heater, this unit heater was installed in August of and we had to negotiate even getting paid for when the home was built because Mr*** did not want to pay for it even though it was a change order and not part of the original job scopeOn 4-20-we replaced an ignitor and checked the complete operationEverything was operating fine, and we received a complaint that came in on 2-10-We made two trips to the home because even though we showed up at the appointed time it was not convenient for the home owner and we were asked to reschedule We could not find anything wrong with the heater and the system was operating just fineWe ran a complete diagnostics again on the heater, which we have on fileWe did send the owner a bill because we could not find anything wrong with the systemThe owner refused to pay the bill and we wrote off the expenseWe have never heard anything since then about the heater leading us to believe it is still operating just fine This is an unfortunate circumstance and we feel we have responded and tried to take care of every complaint the customer has hadWe have pictures, documentation, receipts and e-mails to substantiate thisIt is very difficult to work with individuals who refuse to call our office and only communicate through third parties, like with this complaint, and not with us directlyWe stand behind our work and we have an excellent track record of our quality and service

Complaint: [redacted]I am not sure how to respond other than once again to state the facts. In the original complaint it was alleged we do not stand behind our work. We do and have the records in our office to prove of the trips to the home to make repairs. We have documentations including pictures, receipts, email communications with Mrs. [redacted], and text messages. We have responded to every call made including the last call. It was unfortunate that the [redacted]'s chose to contact the general contractor instead of us directly. This is a very inefficient means of requesting service. Again, the [redacted]'s do have our phone numbers as well as email addresses. The fittings that have been in question in the past have failed, not the installation. We always stopped by when we were scheduled because of the gated driveway and at times were still turned away because it was inconvenient either for Mr. [redacted] or the baby's schedule. Mr. [redacted] also asserted they paid $100,000 for the plumbing on his initial complaint. The total paid was $46,408.97 for the plumbing including all change orders on the home. We had no idea we were given the contract under protest from the [redacted]'s. This was never brought to our attention even though we had direct contact with them through the construction phase, and yes the project was paid in full. I have attached copies of work done on the unit heater. We have had no phone calls or complaints since then until once again alleged in this complaint about the unit heater. We have acknowledged the failure of manufactured fittings. As previously stated we are working with the manufacture Watts Corporation to try and understand the dynamic of this issue.We have simply asked the [redacted]'s to call us directly instead of dealing with 3rd parties. We cannot however force them to do this. If they had contacted us directly this last go around, the delay in response would not have been an issue.Please see some of the attached docs. We have more if needed. Once again we are still engaged in trying to understand and resolve this issue. We just need the courtesy of communication directly with us instead of coming to us through other channels.Cordially,Rick L[redacted]

Complaint: [redacted]
I am rejecting this response because:The manufacture of the parts, which Custom Comfort chose to use, provides a tool called the "Go-No GO" which clearly identifies if the part was installed properly. I have the failed parts and evidence that they were installed incorrectly. Calls from the general contractor should be honored no differently than the home owner. Our contract paid the general contractor to handle any issues as a result of quality or craftsmanship. Not to mention that these two are brothers and the job was awarded without the home owners approval per the requirement in the contract. Custom Comfort can not "occasionally" show up unscheduled to make repairs. We, as most others, would request to schedule the work to be completed as it is already an inconvenience. Plus, this is a fully gated home and if no one is home, without a scheduled appointment, the contractor would not be allowed into the home. This is not abnormal. We were told by the general contractor that contact has been made multiple times to get Custom Comfort to respond (again brother). After multiple days of water leaking inside our home, we were forced to call another plumber and this contractor has since declined to pay the bill. The unit heater did not work for over the first year of living in the home and still has issues starting. Multiple times the contractor was called to address the issue of the unit not starting. Each time they showed up, the technician acknowledged the unit did not start. They did not know how to fix it and declined to replace it. Conveniently, they fail to report that the unit did not start upon arrival. This is a continuing warranty issue that the contractor would like to bill for and continues to have issues. We wrote off the issue and hope others do not experience this nightmare. The claim to stand by their work is just talk and the track record is to blame others.
Sincerely,
[redacted]