Complaint: [redacted] I am rejecting this response because:After reading the response from Drake, which is the first time there has been any response to my requests to revise the invoice to reflect the actual work completed I have attached the following documentation 1) Drakes signed Proposal of work 2) The invoice of the 2nd contractor who was called in to complete the work 3) The final invoice from Drake Please note the disparity between the final Drake invoice and the technicians explanation It is clear from the invoice of the second contractor who completed the work, that the gas line required testing again, Drake installed no regulators, and the water line was not completed Drakes invoice combined with the explanation of the technician is without question an invoice for work and materials that was never completedAfter this complaint finally prompted a response by Drake, It is our belief that all work was completed or duplicated by the second contractor with the exception of connecting the system to the meter In addition, there was no refusal to pay, only repeated attempts for explanation and resolution Since this was a new business stawith bank supported financing, there cannot be multiple invoices for the same work Also, In my best effort to understand their charges, there were 1/hours of work at an average of $152.24/hour! I don't dispute the time on the job, but I agreed to pay them for their services, not an employees hours It is our position that the charges for the services in the attached invoice are and excessive Additionally, as described in the statement from Drake, they started the work on this project with complete knowledge that there was work done by the plant installers (run gas line from a boiler to be connected to the supply) Every new and existing gas line in the warehouse building was plainly visible and fully exposed outside of walls As a business owner and not a mechanical contractor, I relayed the comments from the inspector who failed the inspection to Drake in an attempt to resolve the issues Both me and the inspector were puzzled by Drakes decision to leave the job 'as is.' I would welcome any documentation from the city of Boise that the work 'looked good' on the failed inspection as the technician describes It would be a reasonable expectation that Drake would address any liability concerns with the out of state installers (licensed not in Idaho) before beginning $1,worth of work, leaving the project incomplete and delaying the start-up If their concerns are really as they described, they simply should have never written and signed a proposal and said 'we cannot do this job as you need it.' In short, they never should have started the work Sincerely, [redacted]
[redacted] My name is Nick Drake; I am the President of Drake Mechanical I was out last week for some time off for the holidays so until I got your message from the Revdex.com I was unaware of any of the goings on with this project or us giving you an estimate I have now made the connection as [redacted] called me and I sized the piping changes he wanted and put the price together for him as gas piping is not something that you can just put in a flat rate book pricing system as every application is different I want to offer my sincere apologies for you getting not charged once but twice We have sat down with the tech that was onsite and gone over the credit card app in further detail to make sure he understands how to use it correctly moving forward As far as you not being told about the $I listened to the phone conversation between you and [redacted] this morning and you are 100% correct [redacted] did not give you that information on the phone It is our company policy that unless we are quoting a whole furnace and ac change out where a salesman goes out rather than a service technician that we always charge the $as our basic service fee to get a tech onsite to properly diagnose the problem and then give you a proposal for the work that is to be performed prior to doing any work As far as [redacted] charging you the fee he is doing as he is instructed to on every service call he goes out on I have also had a long discussion with both of our receptionists and dispatcher and made sure that moving forward we don’t forget to tell each customer about our service fee As for the website I have never posted rates for anything on there so I know that you would not find it on there We are sending out a check to your address today and as I said before I sincerely apologize for the double charge and miscommunication That should never have happened but unfortunately we are all human and do make mistakes The pricing [redacted] gave you for the gas piping I am assuming as I was not there that he believed that he was to give you a price for all of the piping that you wanted to do in the future not just the one run and a manifold When he gave me footages and BTU loads I based the pricing off all of the piping that needed performed I am sorry that we are losing you as a customer but I do want to make it as right as I can and get you refunded and offer my best explanation of what happened If there is ever a chance to earn your business back, I would certainly appreciate the opportunity as my family has been taking care of peoples plumbing and heating since and what you experienced is not the way my family has ever or will ever do business Sincerely, Nick Drake President
Complaint: [redacted] I am rejecting this response because:After reading the response from Drake, which is the first time there has been any response to my requests to revise the invoice to reflect the actual work completed I have attached the following documentation 1) Drakes signed Proposal of work 2) The invoice of the 2nd contractor who was called in to complete the work 3) The final invoice from Drake Please note the disparity between the final Drake invoice and the technicians explanation It is clear from the invoice of the second contractor who completed the work, that the gas line required testing again, Drake installed no regulators, and the water line was not completed Drakes invoice combined with the explanation of the technician is without question an invoice for work and materials that was never completedAfter this complaint finally prompted a response by Drake, It is our belief that all work was completed or duplicated by the second contractor with the exception of connecting the system to the meter In addition, there was no refusal to pay, only repeated attempts for explanation and resolution Since this was a new business stawith bank supported financing, there cannot be multiple invoices for the same work Also, In my best effort to understand their charges, there were 1/hours of work at an average of $152.24/hour! I don't dispute the time on the job, but I agreed to pay them for their services, not an employees hours It is our position that the charges for the services in the attached invoice are and excessive Additionally, as described in the statement from Drake, they started the work on this project with complete knowledge that there was work done by the plant installers (run gas line from a boiler to be connected to the supply) Every new and existing gas line in the warehouse building was plainly visible and fully exposed outside of walls As a business owner and not a mechanical contractor, I relayed the comments from the inspector who failed the inspection to Drake in an attempt to resolve the issues Both me and the inspector were puzzled by Drakes decision to leave the job 'as is.' I would welcome any documentation from the city of Boise that the work 'looked good' on the failed inspection as the technician describes It would be a reasonable expectation that Drake would address any liability concerns with the out of state installers (licensed not in Idaho) before beginning $1,worth of work, leaving the project incomplete and delaying the start-up If their concerns are really as they described, they simply should have never written and signed a proposal and said 'we cannot do this job as you need it.' In short, they never should have started the work Sincerely, [redacted]
[redacted] My name is Nick Drake; I am the President of Drake Mechanical I was out last week for some time off for the holidays so until I got your message from the Revdex.com I was unaware of any of the goings on with this project or us giving you an estimate I have now made the connection as [redacted] called me and I sized the piping changes he wanted and put the price together for him as gas piping is not something that you can just put in a flat rate book pricing system as every application is different I want to offer my sincere apologies for you getting not charged once but twice We have sat down with the tech that was onsite and gone over the credit card app in further detail to make sure he understands how to use it correctly moving forward As far as you not being told about the $I listened to the phone conversation between you and [redacted] this morning and you are 100% correct [redacted] did not give you that information on the phone It is our company policy that unless we are quoting a whole furnace and ac change out where a salesman goes out rather than a service technician that we always charge the $as our basic service fee to get a tech onsite to properly diagnose the problem and then give you a proposal for the work that is to be performed prior to doing any work As far as [redacted] charging you the fee he is doing as he is instructed to on every service call he goes out on I have also had a long discussion with both of our receptionists and dispatcher and made sure that moving forward we don’t forget to tell each customer about our service fee As for the website I have never posted rates for anything on there so I know that you would not find it on there We are sending out a check to your address today and as I said before I sincerely apologize for the double charge and miscommunication That should never have happened but unfortunately we are all human and do make mistakes The pricing [redacted] gave you for the gas piping I am assuming as I was not there that he believed that he was to give you a price for all of the piping that you wanted to do in the future not just the one run and a manifold When he gave me footages and BTU loads I based the pricing off all of the piping that needed performed I am sorry that we are losing you as a customer but I do want to make it as right as I can and get you refunded and offer my best explanation of what happened If there is ever a chance to earn your business back, I would certainly appreciate the opportunity as my family has been taking care of peoples plumbing and heating since and what you experienced is not the way my family has ever or will ever do business Sincerely, Nick Drake President