Gillece Services, LP

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I would be happier if they would tell me when it will be paid since this claim is over 6 months old. 
Regards,
[redacted]

Dear Revdex.com,       Thank you for allowing us to answer the further concern of the customer. After reviewing the concern again, we conclude that the plumber suggested the proper fix to the customer. The customer choose not to go with our service, because he felt the work could have been done another way. In our professional opinion our plumber diagnosed the customers concerns directly. The customer felt that the work could have been done a different way, and we offered to do it the way that our policy states. We do feel that the problem was properly diagnosed, and service was addressed accordingly. As the customer states if we would have offered to do the work or 150.00 this would not be a complaint, however in his opinion it was over priced.

I still feel like we are being basically flim flamed and that they do not want to honor any of their warranties, I would like to request a refund in the amount of what we paid in 2014, we do not want a refund for future services from them as we will be looking for another company to provide us with service, we will NEVER, EVER use them again! A refund check from them will satisfactorily close this issue with us and we will expect it in 2 weeks.

Dear Revdex.com,    We thank you for allowing us to respond to this complaint. We understand there are 2 sides to the story. We appreciate you allowing us to tell ours. First I would like to apologize in advance, as most companies were in the area we were very busy trying to service all...

of our clients. This is mostly made up of our thousands of service partners plan customers. Unfortunately we were unable to help everyone, and even though our goal is to do so, sometimes it does not happen.  I have reviewed the clients account and would like to point out that the unit had 5 years labor warranty, of which that expired in 2015. The manufacture offers a 10 year parts warranty, but that is not a Gillece warranty. (Please see contract below). Again we apologize for not making it on time, but at this time we will not reimburse because there is no warranty on this unit.

Dear Revdex.com,Thank you for the information. We thank you for the information. We have informed the client that he has a past due amount due. We are scheduled to return to his home 10/24 for his work. We have decided to not charge him the fees for past due on his account as a customer service...

gesture.

Dear Revdex.com,  Than you for allowing me to clear up any misunderstandings for this customers concern.  I would first like to again thank the gentleman for his business we truly appreciate him as a customer.  I would like to point out a few items to help resolve the issue. The first issue...

is in regards to his finance concerns, the customer was given and signed his credit application. All the information was given to the customer when they signed the application. The loan is not thru us, it is thru a 3rd party lender. The customer is more than welcome to contact them in regards to the questions he has with the banks policy. We have also refunded 125.00 to the customer in form of a resolution to his concerns. We were unable to verify whether the pipe gurgled prior to our arrival, however we did offer him a discounted fix for him. He declined, to have the additional work done. He stated that he has no problem running our name thru the mud on social media if we do not do extra work for free. Our goal is to satisfy all customers, however we must draw the line at free work......Thank you for your help

To conclude my business with Gillece Services I would need them to complete the  following.1) Complete the stacking work per originally discussed with the plumbers. Which would place the pipe up close to the ceiling and walls.2) Place the toilet where it had originally sat. I was given an option of moving the fixtures while the floor was open, but I stated that I wanted everything left where it was.  I understand that the code states that the flange will need to be one foot away from the wall. The toilet had been moved approximately 5 inches toward the entry way which inhibits putting back my 30 inch vanity in the same location.3) Replacing the concrete floor. This time using Heppa Filters to eliminate the concrete dust from going through the house, which I was told in the beginning would be used for that purpose and was not.  This did not help my asthma.I would like this to be completed as soon as possible and in a timely manner.

To clarify options presented, technician [redacted] who wrote the contract strongly advised against Option 3 which was only an “attempt” to hydro-jet tree roots from exterior drain line.  Was told this isn’t a viable option since it’s only a temporary fix until roots grow back, has no warranty, would likely not work and cause flooding due to clog location.  I would be out $1,648 and have to pick another option at full price.  Technician [redacted] said that hydro-jetting will blow out a leach field and can’t believe this was quoted as a feasible option. This only leaves Options 1 & 2.  Option 1 – “Replace full interior line w/ new pump”.  Was not necessary since roots were found approximately 30 feet out exterior drain line leading to septic tank during “No clog is too big for Gilley’s Clog Crusher” snaking and video camera inspection.  In fact, the same working, gravity fed interior drain line located under basement floor was used in Option 2.Therefore, Option 2 wasn’t the lowest cost but the only obvious choice given the options. However, Gillece did not fulfill Option 2 as specifically documented on the contract since a “sewage ejector” and “HEPA filter” were not used.  [redacted] 1Ž2 HP “sewage” pumps sell retail between $277 and $554.70.  Instead, a 1Ž2 HP [redacted] Utilitech sump pump (Item #239985) was installed and retails for $161.  This is a huge $116 to $393.70 plus tax difference in cost and a sump pump will likely get clogged over time with laundry lint and sediment.Looking at the contract provided, there is no denying that BOTH Options 1 & 2 required some form of a pump and is the direct cause of gurgling.  Attached is a statement from a reputable plumbing company with a possible fix.  Confirming that the vent stack above the kitchen sink should be adequate but a very loud suction noise emits from the kitchen sink trap only when the pump is in operation due to the high discharge rate.  Gillece technicians [redacted] (on Saturday, June 6th 2015) and Brent both witnessed this and agree that I shouldn’t have to live with such racket and my request is not unreasonable.  [redacted] was to present this argument to Gillece at a meeting on Monday, June 8th and I was waiting to hear back. I will not be a satisfied customer or recommend Gillece until this is resolved.  Again, Gillece did not deliver Option 2 as specified and refuses to honor their 100% satisfaction guarantee as clearly stated. “Guarantee on all workmanship and products.  We will come back at no additional cost until you are satisfied with our services.”  (SEE ATTACHED)In closing and most importantly, pump surges and loud gurgling occur continually as it rains keeping me awake at night.  If the pump malfunctions or a brief power outage happens during; or many hours after a storm, without a battery backup or generator, the basement without outside access is quickly flooded.  This investment should give me peace of mind and add to resale value but only increases my problems.  I would have been much better off finding someone to rip up the backyard to replace the exterior line.  Storm water runoff, battery backup, and what needs done was not quoted as options.  I fail to see any contract options they claim to reference “that would have corrected” gurgling such as installing an air admittance valve.  I wish to have this forwarded and the case escalated to President [redacted]. Thank you for your prompt attention in this matter,

Again thank you for allow us to clarify this with the client... attached you will find the invoice, and then a highlighted copy of the options sheet that they have signed and selected. The form clearly states 5 years of labor, and 10 years of parts.  The client is clearly out of warranty according to their contract. The client spent $269.85 with us in 2014 on items. I would be happy to give them credit toward a repair.

Dear Revdex.com, Thank you for bringing our clients concern to our attention. We know that there are always 2 sides to every story, and we thank you for allowing us to clear up our. After further review of the clients needs I have found that the client had asked that we install their provided faucet....

Typically when the client supplies the materiel we do not have to provide any. We gave the client options to install our faucet with our warranty and they declined. They choose to go a much more inexpensive route. The client also had 3 days to cancel the installation of the faucet per HICPA laws.  We had to return because the initial faucet they purchased was defective, (not Gillece's product). Once it was found to be defective we returned and for no charge installed another client supplied faucet for them. Because we did reinstall their 2nd faucet at no charge, we do not feel that any refund is in order at this time.  We also have never advertised to be a low price company, we strive on service and that comes at a price.  Thank you for your time.

Dear Revdex.com,   Thank you for allowing us to respond to this complaint. If you review this cliam the customer states that we infact did make it to them initially durning thier scheduled time frame. We than had to order the part, and once we were able to obatin the part (less than 24 hours) to...

install it.  The customer made no attempt to speake to a amanger within the company. They chose to directly complain to the Revdex.com. We would have liked to handled this in our office. At this time, we feel no need refund any money back tot the customer.

I disagree with the statement that Gillece failed to connect the pipe.. From what I saw it appeared that the fernco slipped, possibly during the backfill.   In our defense we were not given the opportunity to cure the problem. [redacted] went and hired [redacted] and sent me a 5000.00 bill without allowing us to see anything.. Would you pay that bill if you were in our shoes? Our work came with a full lifetime warranty so therefore if our work was faulty in any way it would have been covered at no charge to the client. He did however have some additional work done downstream from our work, of which we gave the option to replace at the initial options given to replace all lines.    I will offer $750.00 to him for the repair of the fernco ( The video shows [redacted] pointing it out and it was roughly 1-2 foot into the ground).  If he accepts I will request that he considers this and his Revdex.com complaint to be considered solved.  I must point out that again I am doing this in good faith, as he had a full warranty with us, and never called us about a issue until after he paid [redacted] and gave me a $5000.00 bill and expected us to pay for this site unseen. Thanks Tom

Dear Revdex.com,  My name is Tom E[redacted] (Operations Manager for Gillece), and I wanted to thank you for allowing us to clear up any concerns the client may have. I wanted to first point out that the client had us in his home on the 27th of March. At that time we inspected a unit that was over 20...

years old. Our technician Matt reviewed the complete system and use our state of the Art infrared camera system. This system is best in its class, and made specific for heat exchangers. There is not really a comparison when it comes to a white light versus a infrared system.  Infact we would be happy to make this offer to the client. We will at no charge to the client recamera the system, and if we do not find the blemish the tech found we will pay the fee of the other company. We would be happy to perform this task for our client. As we feel that we handled the customer in their best interest.

Dear Revdex.com, Thank you for allow us to resolve the matter with the [redacted]. All of our customers sign a waiver prior to our plumber snaking the job. We have refunded the $63.00 to them as of 11/6/2015, as a customer service gesture and to make a resolution per their request.  thank you  Tom E[redacted]

As a starting place, please have customer provide: (1) the name of the other plumbing company; (2) a copy of the invoice/work order from the other plumbing company; (3) a written copy of all findings of the other plumbing company; (4) a written copy of all recommendations made by the other plumbing...

company; and (5) any other relative or associated information from the other plumbing company.

Dear Revdex.com,Thank you for allowing me to respond again...       When our manager Eric was at his home, I spoke to the client on Erics cell phone. We feel that our repair worked when we left, and something else stopped working. We gave him options, and also 3 days to cancel the service. He chose the lower option, and when the unit stopped working, we offered to take the amount spent and apply it to another option.. the clients concern is the over price of the higher options. it appears that is his main focus.. im not sure how we could have given him better service, when we explained all of this upfront and followed all PA contractors laws.

Dear Revdex.com,     Thank you for allow us to respond to the concern of the client. Again we understand how there is misunderstanding with the client, but again we wanted to clarify. 1- The work that the client is informing you that [redacted] had to fix was not Gillece's work. a majority of Gillece's work was inside the home, with the exception of a clean out (roughly 18" from ground surface to connection of pipe) (No trap) and all other pipe on the inside of the home. The videos both show old pipe and replaced [redacted] pipe. its clear that Gillece did not replace the pipe that he is suggesting by both the contract and the video of the before and after. We believe that the client may be misinformed or misunderstands the work completed. All of this was verified thru a 3rd party a few months ago as well.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I would appreciate it if the plumbers can be here as early as possible. I would like to get this issue resolved.

I don't even want to give them one star but don't have a choice. We had a really bad sewer clog that overflowed into the house on a Sunday. Panicking, I called Gillece to unclog the drain. They said they couldn't come until the next day but the clog was really really bad so I asked if they could come out that night. They did come out that night around 7 and were not happy about it and the tech just wanted to be in and out. I asked questions as to why this was happening and he wouldn't even acknowledge me with a response. After the unclog was done he said that he didn't have a camera with him to see what was going on and to call and schedule for someone else to come out because I already paid for the service. I called the very next day and Gillece said someone would be out that day. They called a few hours later saying that no one was Available and that it would have to wait until Tuesday.
That night after coming home from work we realized our air conditioner was not working. After calling around Gillece was the only company that could come out before a week. Two guys came out and of course said that I needed a part that was $415 and that I shouldn't waste me time fixing it and I should just get a whole new system. There prices were outrageous and were offering a crappy brand. I explained I wanted to get another opinion knowing my parents just had their air conditioning replaced and I wanted my dad to come over. The salesman insisted that he didn't need to come over it was a good deal and when I called my dad they got very upset with me. When my dad heard the pricing and the brand he said no way and we asked them to leave. We went out to look at the unit ten minutes later and Gillece was still there creeping around my back yard. When we confronted them about why they were still looking around the unit he said they were looking for the equipment that he dropped and we asked them to leave again. Ten minutes later they came back and knocked on the door offering a slightly lower price the originally offered and wanted me to sign the contract. We told them no. After sitting in the driveway for another ten minutes or so, they finally left and Gillece called saying they couldn't send someone out with a camera to look at the sewer line again. I told them that I already paid for this service and it should have been done days ago and that they need to have someone come out the next day.
Gillece did finally send someone out who said that he couldn't get the camera down line and went out to get another price of the camera. Once he finally showed us the line it looked bad and he said we have to replace everything right away or we will have a sink hole in the house. They quoted an absolutely high number so we went out and got other quotes. Turns out the camera we saw of our line wasn't even close to what the actual line looked liked when shown by multiple other plumbers and it was a video of someone else's line.
The piece to fix the air conditioner was $20 by the way and took five minutes to fix. Not even close to then$415 that Gillece quoted for the exact same piece.
I will never ever call Gillece again. They are not honest and their sales tactics are borderline criminal. Save your time and call someone else even if you have to wait a few days.

Review: Gillece services replaced a broken sewer line at my house on 9 Sep 2015, in the amount of $9313.11. The project was

completed 3 days later, however in repairing, the following problems surfaced. The pipe installed from my house to the street was 18 inches short and water drained directly into my front yard. The night lights on the left side of my house were completely destroyed. The tarp in the front of my house installed by me 5 years ago to prevent water from running under my front porch was torn apart. The sidewalk where they drove their heavy equipment up on the lawn. plus parked their truck to remove the dirt was cracked in two separate places. The biggest problem is

the extensive pounding of the back hoe in digging to replace the pipe caused the retaining wall on the left side of my house to collapse into my neighbors yard.Desired Settlement: I replaced the lights damaged, also repaired the tarp, Gillece replaced the pipe, repaired the sidewalk, however, my letters to them on 23 November 2015, 6 March 2016 and 12 June 2016, remain unanswered concerning the

repair of the retaining wall which has devalued my property by thousands of dollars. Through their contractors

workmanship ethics, they made the problem and they should repair the retaining wall without me having to go

thru any type of litigation.

Business

Response:

Gillece Services would like to have authorization from the customer to have have a senior technician and an employee with an engineering education and background to arrange a visit to the customer's residence to view and evaluate the retaining wall mentioned in the customer complaint.