Emond Plumbing and Heating, Inc

The call was placed through the emergency service at 2:51 Saturday June 13th with our answering service. The technician responded to the customer and explained the emergency rates to come out and perform emergency service. No calls can be pre-determined until they go out and assess the situation. No technicians report to calls until they explain the rates. It is company policy and is followed  by all employees. The rate of $212.50 is explained so the customers are aware that there is a minimum amount regardless of any additional work. They explained to customer costs of additional work once on site and determined what was needed. Our rates and policies have not changed in 4 years at the company. We provide service at regular rates during normal business hours and the emergency rates after hours. All customers are made aware of the rates/charges and then have to option to accept. The technicians cannot pre-diagnose any problems over the phone. The rate was explained to customer prior to arrival that day. We have reached out and called the customer and left a message to explain and to call into the company and discuss if they had any additional questions prior to this compalint. I have not heard back.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  At no time was I informed they were going to( troubleshoot the problem). I expect if I am going to be charged for a visit the problem should be fixed. Very bad customer service. We just received the $212.50 bill last week, two months after the work was done.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Settle it here so everyone can see your response. I don't mind paying the premium for the Saturday call but you are missing my point.THE JOB WAS NOT FINISHED THAT DAY. Why should I pay an extra $212.50 for a job that wasn't finished that day? That brings the total to $637.45 to install an outside valve for a garden hose. You had plenty of time to get the parts. I have talked to at least 10 people and they all agree with me. Should I post it on [redacted] and read other peoples comments? I am sure most the people that reply will agree with me not  your company.
Regards,
[redacted]

Once Emond received the complaint regarding the heating issue,  Emond evaluated the equipment that was engineered for the project and determined that due to the exposures, such as outside walls, ceiling heights, windows, ect., the selected equipmentwould not perform properly as sized.  Due...

to existing electrical constraints, Emond determined that a new high efficiency unit that was made available to us would work on the existing electrical system at a much higher efficiency.  Even though this new equipment was significantly more expensive than the engineered equipment, Emond ordered the new equipment. As this equipment was not readily available, we had to wait for its arrival and worked diligently to keep the customer as comfortable as possible until the new equipment arrived.  The electric backup coil which is referenced was back ordered from the manufacturer and was installed as soon as it arrived.  With reference to the electric usage, Emond agreed that the bills were high due to the original equipment and would reimburse the customer for any overage they had paid.  The units electric consumption is more than just the heating equipment.   Lighting, electric water heater, electric range and electric dryer are only some of the units electrical appliances.  Based on energy stars break down, a typical home uses electricity as follows:Heating: 29%Cooling: 17%Water Heating: 14%Appliances: 13%Lighting 12%Electronics: 4%Other : 11%Emond Reviewed each electric bill and has reimbursed the customer to date, 50% of its monthly usage per month for three months  based on other units within the complex that were heating with gas  equipment for a similar size apartment.  Due to thehardship felt by the customer, Emond will reimburse the customer an additional $359.89 equivalent to an additional 15% of their electric usage bringing the total electric usage reimbursement to $1,561.61 or 65% of the electric usage for the three months.  As always, Emond strives to do everything we can to keep the customer happy.  We have apologized to the customer for the issue on multiple occasions and hope this resolves their complaint.

Customer called in for emergency service on Saturday and was quoted the rate of $212.50 to  come out and troubleshoot. Upon arrival, the technician isolated the problem and advised customer parts will be needed from supply house during regular business hours and will have to return to install....

The customer was also quoted that day what the job would cost for the follow up visit and that the emergency visit was in addition to that cost. The customer has not paid for the emergency call that initially took place. All technicians are trained and have customer service experience to explain the emergency rates and minimum charges to provide one before they depart on calls.