Frank's Mr. Plumber

I am going to send the bill from *** Heating to your office in Amherst For $that I had to pay additional to have my heater flushed and fixed in order to run right after Mr Plumber got done servicing it! *** * *** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
MrPlumbers response to this is full of quite a few lies and mis=representations Pat who is in the plumbing department was well aware of the bad treatment we received from Donny *** She told me that he no longer worked for them He broke two units the week he broke ours that I know aboutThis company was claiming certification on these Navien units when they were not capable or willing to fix them They were only interested in charging the big bucks to try to fix them. Donny was here only half a day and he mostly used the parts I already had to re-install the unit for a charge go $3200.oo Tom a manager was also At my house and he knew something was not right and he went back tothe business and then Frank the owner called us late at night and told us we needed a new unit! Well I still have the unit and it runs like a Top after *** heating adjusted the fluid levels something Mr Plumber should have done Even if I got a new unit it still would not work because Mr Plumber put wrong fluids in!!! Jim did say he would check the code out and we had an appointment for the next day but Pat called and said they no longer fix these units and referred me to a company that does not do this work I found *** thru a list the manufacturer gave me! I feel truly ripped off by this company They left us on the side to the road with no consideration for our well Being!
Regards, *** ***

Our response is based upon years and two months’ worth of appointments and notes from the technicians that serviced the productThe unit was not broken by the technicianThe issues with the unit were caused by improper installation by the original company that attempted to install itThe customer was always given an estimate and no work was performed without customer approvalThe unit has shown a long history of different issues over the years it was servicedAs outlined in the appointment history after service, the unit would work fine for a period of time, and then a new different issue would arise. This is why The owner himself, as stated by the customer, took the time to phone and recommend a new unit be installedFrank knew that we could not guarantee a fix for the existing compromised unitThe customer made the choice to attempt to correct the unitThe unit had adjustments made over the two year period with both new and salvageable parts in order to keep the cost downAs you can see based on another contractors invoice, working on these units is not inexpensiveWe feel our pricing is in line with the rest of the industry and stand by our workThe customer was charged only for work that was performed and Franks MrPlumber was as cost conscious as possible under the circumstancesFranks MrPlumber feels we went above and beyond to help resolve this customers issues that were caused by another companyWe have a great reputation for helping customers in very difficult situationsWe are constantly striving to be better an evaluating how we serve our customersWe acknowledge that situations come up over the years we have been in business at FranksWe feel in this circumstance we did our best to help this customer with a difficult situation