Daniels Heating & Plumbing, Inc.

I didn't respond to first complaint notice since it was sent to the
wrong email.  I am replying to the complaint against [redacted].  When
Jennifer got into work on Monday morning October 5, 2015 there was a
message on the answering machine from [redacted], she had called Sunday
evening...

October 4, 2015 at 9:15 pm asking that Corey call her ASAP first
thing Monday morning.  Corey called her as soon as he got into the
office.  She told him that where they had tied the condensate line into
the existing plumbing it had backup while draining the bathtub causing
water to come out of the p-trap and it was going into her crawl space.
He told her he would come right over to fix it, she said she didn't want
anyone from Daniels to touch it and that she wanted a refund (she never
mentioned an amount she wanted refunded), Corey assumed she wanted a
full refund and that's why he told her to come into the office and
discuss that with me.  When [redacted] came into the office she walked right
into my office and said "I want my my check back that I gave you for
$1443.74".  I told her that we would be more than happy to come and fix
any issues that needed fixed and make it right, because we stand behind our
work and we are more than willing to come and fix anything that needed
fixed. She insisted on a refund and said she wasn't leaving my office
until she got her check back.  I told her the only refund we would give
her would be a full refund and that we would need to come and remove our
equipment we had installed and then we could give her a full refund,
she didn't want us to do that, she wanted to keep the equipment.  She
showed me a video of the water leaking from the p-trap and I asked her
to send me the video and gave her my email (she never sent the video).  I
told her the only other option would be for her to let us come and fix
everything and we were more than willing to do that, she said she didn't
want us back in her house .  She ended up leaving upset and threatening
small claims court when she left.   I received an email from [redacted]
on October 7, 2015 sending me pictures of the things that needed fixed
and said if Daniels agreed to refund $500 of our installation cost then
that would resolve her complaints because she would use the money to pay
a new contractor to
fix these issues and bring the installation to code.  I sent a reply
thanking her for sending the pictures and told her like I had told her the
day before that we stand
behind our work and we are more than willing to fix anything that
needed fixed due to our installation.  I called my Trane representative
to see if they could come out and help us resolve the issues with [redacted]
and found out she had already contacted them.  They had told her they
could come out and oversee things but they had to check their schedules
and they would let us know and we would contact her within 48 hours and
let her know what day and time and she agreed.  I called her on October
8, 2015 at 3:20 pm to let her know that my Trane representative and
technician would be here on Wednesday October 21, 2015 around 9:00 am
and she said that would be fine.  She sent my Trane representative an
email of October 14th with a list of items she wanted fixed when we go
back on October 21st. My Trane representative and Trane
technician got into Vernal a little late due to construction slowing
them down but they made it into Vernal around 10:30 am. My installer,
technician, Trane representative, and Trane technician arrived at [redacted]'s
shortly after arriving in Vernal.  My crew fixed everything on [redacted]'s list and brought
everything up to code, we took pictures and went through a checklist with
the [redacted]'s to make sure everything was completed to their satisfaction,
they signed the form along with a certificate of completion saying they were satisfied with the install.  We have resolved this complaint.