Edwards Paint

As the President of my families 113 year old business there are few things more important than P. Gagnon and Sons reputation. That’s why we belong to the Revdex.com and why I always respond to the few complaints we receive. I was notified this issue via phone 1.5 hours ago...

because the Revdex.com email sent on 11/1 never reached us. I apologize for the multi day delay.If an employee of P. Gagnon and Son drops the ball, we admit to it, do what we can to make things right, and learn from the experience. I have spent some time talking to the folks involved in the [redacted]’s water leak this AM and would like to offer the following thoughts.First, regarding [redacted]’s “curt” response to the discovery of a water leak. While I don’t know if he was curt or not, he may have been right in pointing out the leak and telling the homeowner to call a plumber. If it was preexisting (he thinks it was) then it was outside of the scope of the installation he was sent to complete. If he thought he had caused it he would have fixed it and I would have expected him to. Otherwise, water leaks that aren’t directly related to heating/water heating equipment are fixed by plumbers. In the end, we did fix the water leak at no charge to the customer. It does appear that time between the reporting of the leak and it’s final repair did drag on a bit. I apologize for that.One issue that was brought up implies that our customer was in some way pressured to pay too much for the water tank. The entire job cost $1,439.74 plus tax. Our records indicate that the job was verbally quoted at not to exceed $1,600. The same job would have cost the same amount without the immediate need for its replacement due to it’s leaking and not functioning. It would have cost the same if it had been scheduled for next summer instead of the next day. The issue was reported to us on Thursday and the replacement was done the next morning, leaving the house with hot water for the weekend. Nobody from P. Gagnon and Son pressured anyone but we did rearrange our always full fall schedule to get the hot water back on.Another issue is a claim that we charged over $500 an hour for labor and that the labor alone was $1,000. Our cost for the water heater alone was just over $800 and we obviously marked it up. There were also a handful of other parts needed. Since we charged $1,439 for the whole job that doesn’t add up well. Our records show a total labor charge of $300 and that was for 2 technician who were there for 2 hours.I feel strongly that the [redacted]’s were charged an entirely reasonable amount for the replacement of the water heater. I’m also 100% comfortable that the replacement needed to take place. [redacted] thought the water leak found was preexisting. Since he may have been wrong we did return and make the repair at no charge. We will be providing the [redacted]’s a more detailed written breakdown of the charges within the next 24 hours.I hope this helps take away the “bad taste” in the customers mouth. P. Gagnon and Son can be trusted to do the right thing for our customers.