Dean's Professional Plumbing, Heating & Air

Yesterday 1-13-2016 I had your company out to look at my furnace. Within 1 min. your man said that my furnace was no good and he hadn't even looked at it yet. We 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 it. Then 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 over. There 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 up. Then he whined some more about how hard it will be to fix it. In my eyes this was a very unprofessional way of doing business. At this time I just told him to give me an estimate and leave. His price was$ 2,657.00 than he wanted 89 dollars and left. I have never been treated so rudely in my life. I called another company that treated me with respect and only charged me $809.12 However I do thank you for your time and estimate. I do not wish to hurt your company in any way and I'm sure this must be a one time occurrence. I just thought you might want to know how I felt.

Joe was extremely knowledgeable about what was wrong with my furnace. Right off the bat before he even took off his shoes he told me exactly what was wrong. He provided multiple options on how to fix the problem. He was also super helpful in explaining what he was doing and just general upkeep of the furnace. Also suggested a few things that we not furnace related that were very helpful. He even vacuumed out our furnace once he was done replacing the parts. He was extremely nice.

Trevor is a professional and competent technician. He is polite, explains issues clearly, and spends the time needed to solve problems and answer questions.

My AC went out last night. Having done business with Dean's last fall to replace a furance, they were able to have a technician here at 9am this morning to determine the problem which was a broken compressor. Deans was able to install a new Lennos AC same day. The only downside is that because of the high heat and humidity I wasn't able to really have other quotes submitted for a new AC. I'm sure that I probably had to pay more than other AC/Heating companies, but my home is cool and comfy by end of the day and Dean's was very responsive to my problem.

Fantastic fast response to my heating issues by Glenn in diagnosing, clearly quoting furnace replacement, scheduling for next day, and by Joe the installer with amazing energy, attention to detail, and customer service.

Initial Business Response /* (1000, 5, 2014/06/05) */
Thank you for bringing your concerns to our attention. The $89 was to come to your home to take a look at your concerns with your air conditioner that was not providing air. We absolutely provide free estimates to replace your system if...

that is what you request.If you called us to provide you with an estimate for replacement and that is not the service you received, I do apologize. Since replacing is not always necessary or what is right for the customer, unless we know that you are in the market to replace, we come prepared to provide you with options to repair or replace. I apologize if there was a confusion. I am very happy to provide you with your requested refund.

Tim was friendly and courteous. Pleased with his work.

To Whom It May Concern, I believe there was a miscommunication in our office in regards to this customer's situation. We 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 [redacted]

Deans plumbing prices are exorbitant. The technician reported a loose bolt under my sink and said the cost was $200 to fix plus $89 travel charge. Customer service is very poor. Would not consider any services from this rip off agent ever!

Initial Business Response /* (1000, 7, 2014/09/16) */
I want to thank you for bringing your experience to our attention. We are sorry that there was communication breakdown between you and our employee. Our 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 scenarios. This allows you to be involved as well as to make an informed decision. Your visit was scenario where our employee with expertise was explaining to how to best get the job done for you correctly. Based off of the overall situation, the employee did not feel comfortable with the interaction and left your home. You were not charged for this visit. I 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 stands. This 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 site. There 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 guise. Their 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+ rating. Membership money solves many ills, does it not?
Final Business Response /* (4000, 11, 2014/09/27) */
We appreciate your response. We do pride ourselves with customer service and number one goal is to take care of our customers. As any company may receive complaints, we work to resolve them timely and reasonably. From the initial call for your drain and before the tech was dispatched, 3 different people in our staff worked very hard to work with your aggressive nature. When the tech arrived he immediately became uncomfortable with this aggression and insulted by your words. He felt great disrespect with the way you spoke about his wife, talked down to him, and your overall aggression towards him. He provided you solutions you did not like as they were solutions that were the right way to do the work. He was so uncomfortable with the interactions, he left and did not charge. Our offer still stands.

Initial Business Response /* (1000, 5, 2015/05/06) */
We are truly sorry you did not have a good experience with us. When you called you stated that your kitchen sink was leaking and is why we first sent a licensed plumber to your home. After he arrived he determined that it was actually a...

drain backing up and referred the job over to our drain cleaner. We 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 again. Our 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 year. We realize this is not for everyone but as professionals we offer and provide that service. We do offer various coupons throughout the year as many companies do and they are different depending on where you are finding us. The coupon you are referring to is in our internet specials on the website. With the varying offers we have in publications, our employees accept all of them when presented at the time of service. We do offer 100% satisfaction guarantee and that doesn't necessarily mean money back. We 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 opportunity. If 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 refund. Thank 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 that. Satisfaction with a job well done or your money back. It is a standard in the service and retail industries. Where you did "offer" to return to our home it was to return IF we paid you additional $300 to "possibly" resolve the issue. Never 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
1 Kitchen
Sink
Cleaning of the line from the kitchen sink to the main
line.
$95.00 $95.00"
Please issue a full refund as soon as possible.
Final Business Response /* (4000, 9, 2015/05/11) */
I appreciate your response. Our company stands behind our work and our guarantee. We were trying to do the right thing by you in trying to come back out to address your concerns. I understand you are not satisfied with this effort and I am refunding your charges. Thank you for the time spent working with us.

very polite and professional. and everything was explained to us.

Did nice work cleaning my drain line. On time, capable, and done at the normal price for this service.

They were on time, helpful and informative. Response was quicker than I expected. Very up front on costs before scheduling a visit.

Was very impressed with the professional service I received from [redacted]'s Plumbing, Heating, & A/C! It was easy to setup an appointment with the friendly office staff...the staff notified me when my A/C tech Dan was due to arrive and he arrived promptly...I explained to Dan the problem I was having and he said he would first do some cleaning and then run some tests and let me know what he found...he was very efficient and knowledgeable and explained clearly to me the defects he had found. He also explained my options and his recommendations. Dan was great to work with ...very professional and friendly! Would highly recommend!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Deans came out to fix a sump pump they installed last year. The tech guy said it burned out because of the water venting system outside the house. It was the cause of the pump damage and the warranty was void. I asked him why they didn't notice the venting system upon the initial install and didn't get a sane answer. He then said they would honor the warranty if he could drill a new hole in the foundation for $750.00. I called in another company that uses the same pumps. He looked at the Deans install and found a vacuum tube was not originally installed. He cleared out the pump, installed the vacuum return hose and the pump is working perfectly. So much for business ethics . . .