Emond Plumbing and Heating

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 fixedVery bad customer serviceWe just received the $bill last week, two months after the work was done Regards, [redacted]

The call was placed through the emergency service at 2:Saturday June 13th with our answering serviceThe technician responded to the customer and explained the emergency rates to come out and perform emergency serviceNo calls can be pre-determined until they go out and assess the situationNo technicians report to calls until they explain the ratesIt is company policy and is followed by all employeesThe rate of $is explained so the customers are aware that there is a minimum amount regardless of any additional workThey explained to customer costs of additional work once on site and determined what was neededOur rates and policies have not changed in years at the companyWe provide service at regular rates during business hours and the emergency rates after hoursAll customers are made aware of the rates/charges and then have to option to acceptThe technicians cannot pre-diagnose any problems over the phoneThe rate was explained to customer prior to arrival that dayWe 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 compalintI have not heard back

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 equipmentAs 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 $equivalent to an additional 15% of their electric usage bringing the total electric usage reimbursement to $1,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