Doctor Fix-It Plumbing, Heating & Electric

Complaint: I am rejecting this response because: Another company did come and clean out the sewer drain using the roof vent line for half the fee you proposed They gave me the cost as soon as they arrived, not the next day after sending a second truck and technician, and they did the job without pulling the toilet Sincerely, [redacted] ***

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

Hello, according to our records this service was performed 12/30/2015I am unsure why this is a concern now, We stand behind our prices for service and charge what is necessary to perform our services properlyWe will be contacting this client to resolve any issues they are experiencingThank
you

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

We have contacted client and are awaiting a return call to resolve any issues they may have

We understand that you are upset with the situation and we sincerely apologize, but your complaint states we "Bait and Switched" and also makes negative remarks towards our business practicesWe did not charge you to come to the home and give you an estimate, we did not start the work and add additional charges once the work is in progressYou made what you felt to be an informed decision not to go ahead with the work and we respected thatThe reason we charge to remove the toilet is to ensure the toilet and all of its components are properly re-installed including any other necessary parts, according to you this is a reoccurring issue in your home, meaning the toilet has been removed multiple times, this is not a proper way to clean a main sewer line and doing it this way causes other problems to the plumbing systemEventually your toilet flange will need replaced along with the water supply to the toilet and possibly moreWe are a legitimate plumbing company and perform our procedures by code and not how our customers tell usWe recommend you remove this complaint, we are a family owned and operated business and our reputation is very important to usIf our services are not for you then don't use us, if you have an APPROVED means of clean-out for your sewer installed then we are happy to clean the drain for $Thanks

Doctor Fhas made multiple attempts to satisfy this clientDoctor Fhas already contacted the city of Lakewood and informed them that this client refused to let us set up an appointment for inspectionWe are not going to contact this client any furtherWe advise the client to contact
the city of Lakewood and set up the inspection, the permit is open and active, if the city needs any information we will be happy to provide itThank you

We apologize for the inconvenience, our office staff and technicians were unable to keep up with the high demands. We make it our mission to serve all clients and we underestimated the needs of our clients and we are truly sorry we could not be reached immediately. We did respond within 24 hours and...

had technicians onsite as per the order the client called in. As for the issue on the furnace, the diagnosis turned out to be an issue with the homes wiring and not the furnace, this was a difficult problem to find. Once we found the electrical issue, everything was working fine. We hope that you will still allow us perform services in your home in the future. Your HVAC system still has a full warranty and we urge you to call us if you have any other issues. Thank you

Hello, in response to your concern. We have not changed owners and still provide the best service possible to our clients.We apologize we were unable to fix your furnace. Our technicians confirmed that the unit in your home is over sized and the indoor coil is completely clogged causing your furnace...

to over heat. We refunded your repair amount in full and asked that you get a second opinion to confirm our findings. We would still love the opportunity to service your home, but we felt it may help you in your decision making process to have another company diagnose your system. We called and left a voice mail on Friday 02/23/18 and have not heard back. Please contact Marques (general manager) 303-340-3400 and we will help you any way we can. Thanks

Initial Business Response /* (1000, 5, 2015/05/06) */
We are willing to refund this client the $273 they are asking for. The client states we replaced a needle valve first and that is correct, needle valves are against code to use, because they leak and plug up, we had to replace that part first so...

that we could get water to the humidifier and then see if there was anything else wrong. I am refunding the client, not because we did any unnecessary work, but because our technician did not explain the process correctly. Please be advised that a check will be mailed today. Thank you so much and I hope we can continue to do business together in the future.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business. I hope better communication will be there in future. Thanks

Complaint: 11408396
I am rejecting this response because: I do not believe it is realistic to believe when I am told there may be some additional charges for a toilet removal, such as a small labor charge and parts such as the wax ring, that the cost should triple from $99 to $315.  I was not given a specific price, but when the person was here to do the work, I was shown on an ipad, that this was a standard preapproved price by Doctor Fix-its management for toilet removal.  The technician called the manager to see if it could be reduced and was told, no. So, I should have been given this price in advance.  Not on the second visit by the company when they knew I was in a bind with my sewer problem.
Sincerely,
[redacted]

Complaint: 11408396
I am rejecting this response because: Another company did come and clean out the sewer drain using the roof vent line for half the fee you proposed.  They gave me the cost as soon as they arrived, not the next day after sending a second truck and technician, and they did the job without pulling the toilet.
Sincerely,
[redacted]

We apologize that we have not provided you with a good experience. We are a flat rate company and charge all of our clients the same fees, sometimes the jobs go easier than expected and our clients feel their particular job should have cost less. We do provide 100% satisfaction guarantee, so in a...

situation like this we are able to work with that individual client. We are happy to work with you any way we can to honor our 100% satisfaction guarantee. Our office will contact you and we can work towards a resolution. Thank you

On 04/27/2017 [redacted] was given the option to have the equipment removed by a professional company and we would return all money spent in full once the equipment was returned. This is no longer an option, nor are we willing to work with this consumer in any way what so ever. At this point we feel that...

[redacted] is a liar and is harassing Doctor Fix-it, she tried to reverse payment on her credit cards which the credit card company sided with Doctor Fix-It. We kindly asked [redacted] to stop contacting our company due to her false accusations to the credit card company. Again, we are unwilling to compromise in any way with this consumer, she has lied multiple times and continues to do so.

Initial Business Response /* (1000, 6, 2015/09/08) */
There are some untrue statements in this concern. We always get a signature before any work is started, which we can prove, and the work described is not a "little" amount of plumbing work. Relocating the washing machine plumbing is some what of...

a major plumbing service. Our client was initially pleased with our service and only had an issue with price after they spoke to a cheap plumber. We have spoken with the client and resolved the issue. Thank you

At this time the consumer has not really given any specifics as to what they want. 1. Job was done at a fair price2. Job has been inspected by the city3. Doctor Fix-It has always fulfilled any promises made to the client4. The transaction is complete and there is no reason to further any conversation with the consumer5. Doctor Fix-It will honor warranty included with the equipmentAs you can see, there is nothing more to mediate. We are sorry we are unable to perform at the standards the consumer expects, thanks.

We appreciate the opportunity to perform work in your home, we are happy the first visit went well for you. Unfortunately there must be some confusion, I have attached the recording for the call, at approx. 3 minutes and 20 seconds our CSR clearly states there could be additional charges. We do...

honor the $99.00 drain clear if there is suitable access to the drain, if we have to modify our equipment or remove toilets, furniture, shelving, etc. there may be extra charges. We were very clear with the process of the services. Thank you

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] 
Here is my response to Doctor Fix-its follow-up
responses on Nov 9th2017. No, my issue has not been resolved.
1. Doctor fix-it responded to the
client the day after equipment was installed to resolve any issues.
        False: I already had an appointment set-up
April 27th with Doctor fix-it to tune-up the original 4 ton AC for
the summer. This appointment was schedule before being deceived and misled into
replacing the WHOLE HVAC system with incorrect product and size.  I have been very unsatisfied with customer
service and the equipment performance.  The
furnace still runs loud.  I also had
Doctor fix-it out see why the new 3 ton AC they installed was not running. The
electrical connection was not turned on after installing the new AC.  I would like Doctor Fix-it to honor their
money back guarantee if the customer is not 100% satisfied, than Doctor fix-it
will refund 100% of the customer’s investment.
4. Doctor Fix-It won arbitration
with Credit Card Company after client disputed the charges and made claims of
forgery.
        Yes,
Doctor fix-it won the arbitration with the Credit Card Companies due to no
mention about what brand of equipment was being sold on their invoice.  Yes Credit Card Companies.   Eric with Doctor fix-it suggested using
credit cards, since I didn’t have the funds to pay.  Eric never mentioned anything to me about the
interest free loan Doctor fix-it was offering. 
I feel Eric knew that I would not have been approved, since the only
income I get is from social security disability.  That’s why he did not mention the loan to
me. 
5. Note- Client is not the actual
owner of home, but represented themselves as the home owner
        I am not
the owner of the property, nor did I represent myself as the owner. 
We had written approval before
performing any work; we installed a furnace and A/C system that passed city
inspection.
Yes is did pass Town of Castle Rock
inspection.  However Doctor fix-it did
not pull the building permit from the Town of Castle Rock until 16 days
(5/11/17) after installation.  Before installing heating or cooling
equipment, HVAC companies are required by law to obtain a permit from the
building department for each specific installation (R105.1).  Doctor fix-it did not disclose to me anything
about building permits.  If they would
have pulled the permit before the installation process the building department
would not have authorized it, since I’m not the owner of [redacted].   (see attached document)    
The equipment has now been in the
home and used since 04/26/2017. We are not willing to refund any amount as we
have fulfilled the contract in full. Thank you   
This is incorrect.
Doctor Fix-it did not keep their promise. 
‘Doctor Fix-it Guarantee’ document stating in the first section the
money back guaranteed which, at this time, has not been honored. It reads: If for any reason in the first year after your new home
comfort system is installed, you are not 100% satisfied, we will return at no
charge to correct any issues related to the install we perform. If all attempts
to fix the issue, including replacing the equipment have been made, and you are
still not satisfied, we will refund 100% of your investment.
Why has this not been honored yet by Doctor Fix-it? I started this
process in with the company in April 26th, 2017 the day the
equipment was sold and installed on the same day.  It’s been out of my control getting this
company to take accountability for their actions.  I am currently having issues with the furnace
running loud, and I’ve been instructed, by the company, not to contact them any
longer, even though I have a 5-year equipment warranty.  How is this going to get resolved! They have
not kept their promise and perhaps have false advertised marketing.
       I would like my
100% investment of $9,000 refunded to me due to their money back guarantee and I
will no longer contact Doctor fix-it or issue a $5,000 refund and honor the 5yr
warranty on parts and labor.
I don’t want to file a complaint with Cynthia H C[redacted],
Attorney General about how Doctor fix-it deceived, misled and financially
injured a consumer.  How Doctor fix-it
did not obtain required building permits prior to installing heating and
cooling equipment required by law.  
 
[redacted]

I am attaching the original invoice, all email correlations, and the response letters from the credit card dispute. The only points I would like to touch on are as follows1. Doctor fix-it responded to the client the day after equipment was installed to resolve any issues.2. Doctor Fix-It gave the client the option to have the equipment removed by a professional company and all money would be refunded, or to expect a $2000 refund.3. Doctor Fix-It was accused of forging clients signature (which can be discredited by the attached documents)4. Doctor Fix-It won arbitration with credit card company after client disputed the charges and made claims of forgery.5. Note- Client is not the actual owner of home, but represented themselves as the home ownerWe had written approval before performing any work, we installed a furnace and A/C system that passed city inspection.We have completed all promises made to the client.The equipment has now been in the home and used since 04/26/2017. We are not willing to refund any amount as we have fulfilled the contact in full. Thank you

[A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .11175384, , and find that Mediation is necessary. My requests are simple:  Have the business direct all calls moving forward to the General Manager as I have had a tough time getting help from any of the employees and will no longer accept the run-around issued that prevents me from escalating concerns.  I believe it is only right that customers have someone that will listen to and address concerns in a timely manner.  All employees that I spoke to failed to provide complete answers and in fact took a defensive approach which in my opinion shut them out to understanding what I was trying to ask.  I will not deal with staff that refuse to listen.  If the General Manager cannot step in to try to reach a resolution,  then I worry about having to deal with such a company.  As it stands work was completed that has a warranty for the next few months.  Should something go wrong with the unit, I do not ever want to be put through what I was last week on 02/26/16 and 02/29/16.  As a paying customer, if I have a concern on a unit I paid for, I should not have to struggle to get service for the unit.  I refuse to deal with rude and unprofessional employees that only end up messing up my day.  I want to avoid confrontation moving forward until the warranty on the unit is over and I will speak to only one person, that being the General Manager based on poor experience speaking with others in this company and in particular Melisa.  I am happy to leave a message and wait and hope that he will provide a response in a timely manner.  Last week I was told he was out for the week, that then changed to he will be out for 2 weeks, this to me is unacceptable and a run-around that I do not appreciate as I saw that he responded to my Revdex.com responses so I get the impression he is actually in and just choosing not to reach out.  If ever there is work to be done, I will deal with only one person - the General Manager.  If the business has an issue with that then I would like them to explain why. 
Regards,
[redacted]