Dean's Professional Plumbing, Heating & Air

Tim was very professional, helpful, nice and explained the work he was doing very well He took time after he was finished to show us what he did and explain how it all worked I would definitely recommend him to a friend

I called Dean's at 6am to have someone come out to fix a toilet which had spontaneously started leaking through the upstairs floor and into the lower level the night beforeNate arrived promptly at 8:and got right to workHe fixed the problem and also inspected the area to be sure nothing else was wrong or damagedHe was polite, friendly, knowledgeable, and respectful of my homeIt was an expensive fix but I have peace of mind that it was done well and that he checked to be sure nothing more was wrong or damagedI'd recommend them

Once again Tyler did an excellent job installing our hot water tank He does a great jobHe is detailed, and very friendly, and does a wonderful jobDean's Plumming will have all our future businessJohn ***

Dean's Professional Plumbing, Heating and Air came to our duplex regarding a problem we were having with the boilerThe technician told me that there were two items needed replacing at a cost of approximately $1,
I called a competitor for a second opinionThe actual problem was able to be FIXED for $(this included the $fee for someone just to go to the house and assess the problem)There have been no problems since
Dean's was DISHONEST!
We had a similar experience with Dean's in when we called them to look at our garage heaterAgain, the technician told me the heater needed to be replaced at a cost of $2,I went to another company for a second opinion where the real problem was found to be that the burners needed to be cleanedThis was done and the heater has been working every since!

Initial Business Response /* (1000, 7, 2014/09/16) */
I want to thank you for bringing your experience to our attentionWe are sorry that there was communication breakdown between you and our employeeOur intention, and from the sound of your email, our employee's intention is to provide
you the best option available and to inform you of the outcome of different scenariosThis allows you to be involved as well as to make an informed decisionYour visit was scenario where our employee with expertise was explaining to how to best get the job done for you correctlyBased off of the overall situation, the employee did not feel comfortable with the interaction and left your homeYou were not charged for this visitI am sending you a gift card for your inconvenience and I truly hope you accept our apology that we could not resolve your issue
Initial Consumer Rebuttal /* (3000, 9, 2014/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My original complaint standsThis complaint specifically details the unprofessional conduct, bait and switch tactics employed by Dean's Plumbing
The service tech left my home without any warning, and without saying goodbye or trying to rectify the situation
It speaks volumes that Dean's management did return my call as requested immediately after the technician abandoned the job siteThere was no acceptance of responsibility for a poorly done job, my fence being damaged by their tech, or the reprehensible and unprofessional conduct of the service tech
Regarding Dean's self-serving offer of a gift coupon (and my presumption is the coupon is for Dean's services), their offer only highlights their deceptive business practices and delusional response
No sane person would allow this contractor into their home after such a horrendous experience
But, again, focus on the fact that Dean's management failed to return my requested call, thereby proving their claims of great customer service is merely a guiseTheir refusal to return my call, which could have placated me and resolved the problem, is further indication that "high volume, low quality" represents their corporate mission
And, MN Revdex.com, with all of the dissatisfied Dean's customers and high frequency of complaints, it seems un fathomable that your group rewards them with an A+ ratingMembership money solves many ills, does it not?
Final Business Response /* (4000, 11, 2014/09/27) */
We appreciate your responseWe do pride ourselves with customer service and number one goal is to take care of our customersAs any company may receive complaints, we work to resolve them timely and reasonablyFrom the initial call for your drain and before the tech was dispatched, different people in our staff worked very hard to work with your aggressive natureWhen the tech arrived he immediately became uncomfortable with this aggression and insulted by your wordsHe felt great disrespect with the way you spoke about his wife, talked down to him, and your overall aggression towards himHe provided you solutions you did not like as they were solutions that were the right way to do the workHe was so uncomfortable with the interactions, he left and did not chargeOur offer still stands

I thougot your company did a good job until I saw the billboards you plastered all over my appliances without askingTried to get them off but can'tTook a 10/to a maybe

Initial Business Response /* (1000, 5, 2015/05/06) */
We are truly sorry you did not have a good experience with usWhen you called you stated that your kitchen sink was leaking and is why we first sent a licensed plumber to your homeAfter he arrived he determined that it was actually a drain
backing up and referred the job over to our drain cleanerWe have several training sessions a week on technical and professionalism and part of being professional is providing recommendations and solutions to our customers to not only fix what the issue may be, but to educate and prevent issues from arising againOur bio-clean product helps prevent backups and our club memberships are for folks who want preventative maintenance performed on plumbing and hvac equipment throughout the yearWe realize this is not for everyone but as professionals we offer and provide that serviceWe do offer various coupons throughout the year as many companies do and they are different depending on where you are finding usThe coupon you are referring to is in our internet specials on the websiteWith the varying offers we have in publications, our employees accept all of them when presented at the time of serviceWe do offer 100% satisfaction guarantee and that doesn't necessarily mean money backWe wanted to come back out to ensure we addressed your concerns to do what it takes to ensure your satisfaction and we were declined this opportunityIf another company was able to open your line after we worked on it for some time, please forward your invoice so that we may evaluate for additional training opportunities and the possibility of a refundThank you and please send to [email protected]
Initial Consumer Rebuttal /* (3000, 7, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
100% Satisfaction Guarantee should mean exactly thatSatisfaction with a job well done or your money backIt is a standard in the service and retail industriesWhere you did "offer" to return to our home it was to return IF we paid you additional $to "possibly" resolve the issueNever once did you stated that you would come back out "free of charge" to satisfy and uphold your guarantee of 100% satisfaction
We insist on a full refund as soon as possible, as the service we paid for should have resolved our back up(As this was EXACTLY what the other company did and cleared with less time and for Less money) We paid for drain cleaning to resolve our back up, but as your company was unable unclog the pipes we paid someone else for drain cleaning
We are not denying you were here, but clearly you did not fix the issue and are skirting around this fact
We are home owners that take good care of our house, even if we do not use your maintenance plans
The invoice from the other company states: "Qty Name Description Rate Amount Tax
Kitchen
Sink
Cleaning of the line from the kitchen sink to the main
line
$$95.00"
Please issue a full refund as soon as possible
Final Business Response /* (4000, 9, 2015/05/11) */
I appreciate your responseOur company stands behind our work and our guaranteeWe were trying to do the right thing by you in trying to come back out to address your concernsI understand you are not satisfied with this effort and I am refunding your chargesThank you for the time spent working with us

Yesterday 1-13-I had your company out to look at my furnaceWithin minyour man said that my furnace was no good and he hadn't even looked at it yetWe went down to the basement to look at the problem and he started to whine about how hard it was going to be to fix itThen he told somebody at your company over the phone that my furnace was a real s---mess, which I didn't appreciate the language, and was leaking all overThere was one leak that hasn't leaked in months that was three feet away from the furnace and another one that just started that day and was fixed by tightening the air bleeder upThen he whined some more about how hard it will be to fix itIn my eyes this was a very unprofessional way of doing businessAt this time I just told him to give me an estimate and leaveHis price was$ 2,than he wanted dollars and leftI have never been treated so rudely in my lifeI called another company that treated me with respect and only charged me $ However I do thank you for your time and estimateI do not wish to hurt your company in any way and I'm sure this must be a one time occurrenceI just thought you might want to know how I felt

We had a time scheduled for this company to complete a plumbing project at our homeWhen completing the verbal contract with the company, we were informed that our window for service would be between 12-pm on Friday October 14th We were told that we needed to be onsite when they arrive, or they would leave and we would be charged a service feeDue to this being said, my wife took off the hours of 12-4pm from work to satisfy their request and to make sure we were able to comply by these rulesDuring that day we were contacting by Dean's plumbing at pm, directly in the middle of our hour windowWe were informed that they would not be able to make the appointment due to scheduling errorsTheir resolution was to do one of two things#1: They would come after pm, but we would have to pay an additional $service fee, or #2: They could schedule an appointment for one week awayWe informed the company that we only have one bathroom and not having running water is a tremendous inconvenienceThey responded by saying "Life happens and schedules change"They would not budge on their scheduling change, even though we are already loosing a half day salaryMy wife bills at $an hour, this four hour window of lost time cost us $out of our pocketDue to their scheduling error, we had to go with a different companyOnce again, we took of the time requested, however, we go the work completed on timeDue to Dean's Plumbing canceling out appointment in the middle of our four hour window, we now lost a significant amount of money, plus the huge inconvenience of not having running water in the bathroom for several additional days

Found my yr old water heater leaking/ Dean's Professional was able to send out a plumber in an hour or so Brad was his name Brad was very polite and explained what had happened and said he could fix the part that was causing the problem Because this water heater is years old I decided to have them install a new one They are probably more expensive to deal with than *** *** etc, but my new water heater was installed within the next couple hours Cost included permit and taking away of old water heater

If I could have given stars I would have I called on a Tuesday to set an appointment to have a problem furnace checked out on Friday, between 2-4pm I left work early to be home for the appointment, only to receive a call saying "we're gonna cancel your appointment as we are busy, when do you want to reschedule?" There was no remorse in the call at all, it is what it is kind of attitude
I ended up getting them to come back out on Saturday morning (which was a struggle, they initially told me "take Monday morning off work and we can come out"), and they were prompt in showing up After the technician had checked the furnace for maybe minutes, he told me the problem I was having was a bad flame sensor, and it would cost $to fix, but he would recommend just getting a new furnace for $2,
I called around to a couple of parts stores, found this flame sensor for $85, and installed it in about minutes
Do NOT use this company, and if you do, make sure you do not agree to anything without getting 2nd opinionsIt was very clear to me they are in the business of selling new furnaces, not repairing working ones

To Whom It May Concern, I believe there was a miscommunication in our office in regards to this customer's situationWe have since spoken with the customer and repaired the issue for the new home owner. Please let us know if there is anything further that we can do to assist. Thank
you,Stephanie ***

Hello, We apologize for the miscommunication from our office and that we were not able to provide you service in a timely mannorI have refunded the $for your Dean's Club Membership via a check paymentPlease let me know if I can assist further. Thank You,Stephanie
***Controller

Hello, Thank you for allowing us the opportunity to earn your businessI know how frustrating it is to have your equipment fail in a time of needYou are right, the business we are in is expensiveWe pride ourselves in being upfront with our pricing so that allows you to make decisions as to
which solutions we offer are right fro youI will be first tell you that parts are often times not the most expensive part of what we doOne certainly can find parts, or even services, for a less expensive price if price is what they are looking forOur prices are the same whether it is Winter or Summer to assure you that we do not take advantage of our customers in any situation. Our goal is to provide a world class experience for our customers with the goal of building a lifetime customerWe invest lot of training and focus around this and we require high standards of our employees to deliver thisBy you writing the Revdex.com means we have failed you in this missionI am truly sorryI assure you that I have taken your feedback to our entire team in order to continue focusing on improving our mission and learn from thisI am refunding at your request 50% of what you paid and I truly hope you will allow us a second chance in the future if you are ever in need of serviceThank you againJeremy

Joe SWas the first Dean's representative I dealt withHe came out after hours on a Friday night get our furnace running againAs he stated was likely, the repair was temporary and could fail quicklyHe helped me choose a furnace based on need and costI scheduled an install for the following MondayThe installers for this job were Scott and KevinThey were both friendly, helpful, and made short work of the installation They also gave me helpful information to help maintain and keep my furnace running efficiently I would recommend Dean's to anyone needing a new furnace installedThe pricing was reasonable and did not change

Very professional, knowledgeable and thoroughI greatly appreciated getting explanations and helpful hints

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meA refund check in the amount of $3,is a fair and equitable agreementThank you to all parties who participated in reaching this agreement

I was very satisfied I called in the morning and by 3:all the work was completed Tim Lwas very understanding and did a great job If I had to wait another day for service I probably would have had serious water damage He explained my situation and suggested what could be done to rectify the issue This was my first time working with this company

Deans plumbing prices are exorbitantThe technician reported a loose bolt under my sink and said the cost was $to fix plus $travel charge Customer service is very poorWould not consider any services from this rip off agent ever!

excellent and very professional work was performedupdated equipment was used
bill came out under quotework was performed in timely manner and without any
set backs and issuespositive and trustworthytyler was great help and kind