Dwyer Plumbing Inc

My experiences with Dwyer Plumbing, both regular routine work and when special needs arise, have been completely satisfactory, from the initial phone or online contact to the actual response and serviceMy recent regular spring HVAC service was performed by Cosimo, whom I have known for the past two years He is a professional, thorough, helpful, considerate On a scale of one to ten, he is definitely a ten He takes the time to do the work the right way, indicative of Dwyer's standards and performancePeter

The Dwyer technician was very professional and efficient You could tell he had a lot of experience as he checked out the various components of the AC He was also friendly and courteous When he said everything was in order I had complete confidence in his judgment

Complaint ID: ***Dear Revdex.com:We do not work for the customer's warranty companyThe property owner called us around 7pm to have the HVAC system fixed; by 9pm we had purged the condensate line to make the system operate properlyThe fact that it was something that the customer
could likely have avoided if they regularly had the system maintained is the truth, so that is what we had to tell the warranty company called to clarify what we didWe did not have to repair or replace any parts.We don't know the details of her warranty policy for what they will and won't cover, nor would it matterWe never work directly for warranty companies, our experience with them is they are usually a scamWe got the system working again, which is what we were hired to doShe's angry that we fixed the system and provided the necessary information to her warranty company, which they then used to deny reimbursement to herThe fact that the warranty didn't cover it is not our responsibilityWe were hired directly by the customer to fix the system, which we didShe paid at time of service, as is our policy, which is commonly referred to as CODShe could have paid by check or credit card.She has already written us several threatening e-mails; we have already explained all of this previouslyPlease understand that there is no way of reaching a resolution with the customer and accept that we have made every effort to serve her and explain that all of our responsibilities were met, even if that means that the warranty company denies reimbursement per their own policies for covered events."Clearing a condensate line is a maintenance matterIt's akin to routinely having the oil filter on your car replaced every so many thousand milesCondensate lines get dirty from dust and dirt that's in every home, but just because it clogs doesn't mean it's necessarily brokenJust like your auto insurance won't cover wear and tear maintenance, home insurance companies generally don't eitherAs itstands, warranty companies don't even count as insurance, as their terms subheading reads "This Agreement is not a Contract of Insurance" (http://www.newleafsc.net/terms/TCs 04.01.2016.pdf)Since nothing was broken, we think this is an instance where the warranty companies have marketed themselves as a way for homeowners to avoid the frustrating yet inevitable expenses of homeownership, when at best they're only there to occasionally cover some small percentage serious repairs unrelated to maintenanceWe're sorry that this is yet one more example where a warranty company doesn't pay offNo matter what company performed the work they would have refused reimbursement.Our personal experience with warranty companies is they avoid paying anything even for actual repairs, and they're rarely a worthwhile investment for the customer(See their Revdex.com for an example of complaints brought against them and their parent company: http://www.Revdex.com.org/new-jersey/business-reviews/extended-warranty-contract...⇄ and http://www.Revdex.com.org/dallas/businessreviews/extended-warranty-contract-serv...⇄ Of all the warranty companies we've tried to help our customer's deal with over the years there isn't a single one we've thought actually helped the customerMost customers appear to have an experience such as yours the very first time they attempt to use the "warranty", so they generally don't renew them since what you thought you were paying them for isn't covered." (9/8/16)

Dwyer Plumbing has always been a responsive organization with very competent persons to assist in arranging for and getting a problem solved I thank them for their service to our community

Very professional work as an A/C Technician and gave me very good advice on my hot water heaterwhich needed to be repaired/ replacedDwyer personnel replaced the water heater within hours of the recommendation to have a plumber evaluate itVery pleased with the total service experienceJim B***

Our experience with our twice-a-year check up of the HVAC with Dwyer was very, very positive Their technical staff are always on time, always knowledgeable and professional, and very complete We are highly satisfied with their work We use no one but Dwyer for all of our plumbing and HVAC work and have done so for more than years We highly recommend this company We also recommend them to all of our friends

February 1, 2018The customer's invoice explains the time and charges dearly. $492 for repairing two sections of V” copper pipe. Both the line item and the summary explain this. To further elaborate as to why this was more than a $250 repair, the technician Nabil, who has fourteen years experience...

and has been to this residence numerous times, arrived and made a repair on one branch line, though he was hesitant to do so using a soldering torch since (here was so much insulation in the crawlspace. Upon discovery of the issue he called and requested a plumber come by with a [redacted] in case he could nor make the repair without causing damage. Nevertheless, he was able to make the first repair. Upon repairing one line it was discovered there was a separate boiler line also leaking so the plumber, who had subsequently arrived, was able to make this repair using a $2,000 [redacted] tool. Each of these repairs individually would have been approximately $250 each. hence $492. At some point the customer left to get his son; during this time Nabil cheeked the boiler, and bled the radiators, as well as repaired a dripping boiler valve. This was on top of the time spent repairing the boiler lines.He then had to wait for the customer to return. Our time was worth the sum charged, and any amount of charged for spent hemming and hawing was already credited back.While we acknowledge the technician should have quoted for the repair prior to making them, but typically this type of repair is made by one of the plumbers, so the HVAC technician asked the plumber what the price was when the second repair was being made.We accept that the customer does not value our time, nor do we expect them to learn to even when we elaborate what was done. This same customer has previously rescheduled our estimator while the estimator was already standing in his home for a free estimate so he could go to the pool, after having already rescheduled the appointment numerous times before.Sincerely,Nathaniel C.Director of Operations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
The claim Dwyer made that they do not know the insurance activity is totally inaccurate. He is also making false claim and trying to turn the issue around claiming someone threaten him. I do not thing inaccurate information will work here. My tenant [redacted] called them several times and explained the insurance issue. They have sent me the attached document to us prior to working on the AC system. So, his claim is just false. The fact here, states on the invoice what they did. Neither Dwyer nor his technician told us that this is a routine matter. They waited until the evening to go to my house, whereas we were calling them since morning, just to add an extra $100.00 to the invoice. They one hand say they do not work with the insurance and on the other hand provided inaccurate information to us and /or the insurance. They wanted us to pay up front, since we were in trouble as we have a sick patient. So, they just took advantage of our situation charging $195.00 for such a small thing according to their response. So, Dwyer in improper business practice and should be investigated. God know how many consumers are their victims.

Regards,
[redacted]

I have used Dwyer Plumbing Inc for 40+ years. I have always been satisfied with their service. They maintain my furnace, air conditioner and I also use them for plumbing.

We have used Dwyer for years and have had a maintenance contract with them throughout this time. They are prompt in scheduling and doing the spring and fall checkups and look for ways for the customer to save money (e.g., suggesting to us that we can buy the filter for our humidifier for about $10 as opposed to paying Dwyer several times that much). They have also installed gas water heaters and furnaces for us. I would recommend Dwyer for installation or maintenance services.

Great service. Friendly and dependable staff and reasonable pricing.
We used them for at least ten years maybe longer.

Despite nearly a year of satisfactory service, the service provided by Dwyer Plumbing on July 25th, 2016, has completely changed my opinion of this business and made me realize that they engage in deceptive billing practices.
When my AC failed during a stretch of 95+ degree temps, I called Dwyer Plumbing to evaluate and repair my HVAC system. The tech initially diagnosed a circuit board failure and quoted me a cost of $620 to fix it. Later, he discovered the blower motor needed to be replaced and quoted a total cost to repair of $1500. I was told that this cost was purely for labor (4.5 hours work and ~3 hours of same-day parts delivery) because my HVAC system was under warranty. I complained to the service manager that the price was too high and he offered a "discount" down to $1200. The ultimate invoice quoted a labor cost of $1100.
When I asked for a breakdown of costs that added up to $1100, the service manager first said it was based on the time the technician spent at my house. Then he said it was based on a flat rate for the services provided (circuit board and blower motor repair). He also said there were "a couple hundred dollars" to service the warranty.
I complained to the owner, Dan C[redacted], and was again told the $1100 service cost was based on the technician time, parts delivery, and warranty servicing. I asked for the breakdown of costs and was then told that the invoice was based on flat per-task fees: $500 for the circuit board and $600 for the blower motor. The was directly contradictory to what the service manager told me (combined flat fee of $1500).
During every conversation I had with Dwyer Plumbing I never suggested I would not pay the invoice, only that I wanted to know what I was paying for. Over the course of three phone conversations, they could not or would not tell me how they came up with the amount of the bill. I then asked in writing for them to tell me how they came up with the bill, and instead of answering they threatened to send the bill to collections.
Dwyer Plumbing offered me terrible customer service and at every turn offered misrepresentations and deception to cover their arbitrary billing practices.