Gillece Services, LP

Review: Purchased a heat pump in 2010. The purchase included a 5 year parts and labor warranty. Called Gillece on or about May 13, 2015 as the heat pump unit was not functioning correctly. They did not show the first day so the service was rescheduled for the following day. When following up with the company as to when to expect them, the service department manager informed me of my "options" with respect to payment. One option was to "catch up" on my service agreement since there was no record of any maintenance since installation, the price would be approximately $358. When I responded that I had no Service contract with Gillece he informed me this was a condition of warranty (to have a service agreement for the life of the equipment with Gillece) and that Gillece was not going to replace a part for free. I canceled the service call and had the unit serviced by a more reputable and reliable service. Since there was a charge for the yearly service, Gillece is in violation of the Code of Federal Regulations 16 CFR Chapter 1; 700.10 Section 102(c), prohibiting tying arrangements that condition coverage under a written warranty on the consumer's use of an article or service identified by brand, trade, or corporate name unless that article or service is provided without charge to the consumer.Desired Settlement: I want reimbursed for the service of the heat pump unit of approximately $183. Additionally, Gillece needs to immediately stop the illegal business activity of tying warranty to their service exclusively unless they, free of charge, conduct the yearly inspection and maintenance of installed equipment...

Business

Response:

.Dear Revdex.com,Thank you for allowing us to respond to this clients concern.I have conducted research of this complaint and wanted to share the followinginformation. Gillece Installed Equipment on 6/30/2010 Gillece Mailed Thank you letter and attached warrantyinformation 7/22/10Gillece Offered furnace check for free 9/15/10- no response Gillece Called back to offer free furnace check 9/16/10 and9/17/10- no response Gillece Spoke with customer and 9/22/10- booked free furnacetune up Gillece Offered free tune up 10/3/11 - no response Client called furnace not working properly 11/8/12 (over 10years old), tech only charged them $19.95 for a tune up, instead of the $95.00diagnosis and trip fee)Client called in 5/6/15 (nearly 5 years after install and 3years after our last visit ) and stated the fan blades were not spinning. According to all of the information provided it appears thatGillece has gone above and beyond providing superior customer service. I wouldbe happy to discuss any further concerns they may have. Pleasealso include in the response that the client failed to disclose the complete Codeof federal regulations, PART 701—DISCLOSURE OF WRITTEN CONSUMER PRODUCTWARRANTY TERMS AND CONDITIONS, was left out of their (7) Any limitations on theduration of implied warranties, disclosed on the face of the warranty asprovided in section 108 of the Act. – We have provided in writing these terms,as they are attached to this resolution.

Review: After a good experience with their electrical services, we were offered a "free" AC checkup. On that visit, they told us that there were cracks in the furnace heat exchanger. They put a camera connected to a large unit and showed the cracks on the screen. They offered to replace the furnace and AC for $10,000. Luckily we did not sign that contract. We called our regular furnace tech for a second opinion. He used a camera, not connected to a large unit like Gillece. He told us that there was absolutely nothing wrong with the furnace and there were no cracks. It is obvious the unit that Gillece used contained a prerecorded video showing cracks. I had to pay the guy for the visit and to put the furnace back together since Gillece tore open the duct work. Moral of the story is nothing is "free" and do not use Gillece for heating/AC services. This is a scam that they have pulled before and need to be stopped.Desired Settlement: Apology from the company and investigation of the equipment used.

Business

Response:

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.

Review: had company come to give me estimate on plumbing work that needed done repair man went through my place gave me all kinds of issues that needed done I was worried had a severe leaking problem in bathroom under tub gave me several estimates amounts kept changing I was in a difficult situation my floors were being damaged by water gave me 1 price then another had no choice but to get the line capped and then charged me 343.00 - 30.00 coupon so was 313.00 total I had a toilet that needed a new insides in the tank plumber told me he turned it off so the toilet wouldnt keep running there was no leaks from the toilet but when I turned the water back on the line from the water line going into the base of the toilet was cracked I feel this plumber did this damage since it wasnt there to begin with I have people who were here when plumber was here that heard him admitting to touching that part of the toilet and there was not damage and all of the sudden there is? this company is a rip off and takes advantage of people they charge enormous amounts and tell you something is wrong when it really isnt I would not recommend this company to anyone again they take advantage of people in desperate situations . I was told the job of capping off the line would take alot of work and thats why they charge so much which was not true this man took no more that 2 minutes to cap the line there was no more work than kneeling down and putting the cap on. I was mislead it the work that needed done for the price charged meDesired Settlement: I want the money charged minus the 39.00 for the estimate I was mislead from the company representative about how much work would have to be done to fix the leak issue I was having and how time consuming and hard it would be and it took 2 minutes if not less to fix the issue and then the breaking of my line leading into the toilet tank and having to get someone else to fix that issue and pay them for parts that were not needed to replace to begin with.

Business

Response:

This claim is a 100 percent lie and

fabrication. It is a price complaint and

should be removed from our list. This customer was given 8 different options. She

wanted to go with a larger option but was unable to secure funds for it. We

also agreed to hold the check for her to get the small repair done until the 3rd

of April. She fabricated this story. She

was not mislead for anything. Attached you will find her invoice and options. On a professional note how could a customer

claim that nothing was wrong with a toilet, and in the line prior admit that

all the “guts” needs replaced. This is a

un credible claim against our company and this customer should consider removing

this fabricated story. Especially since we helped her out by allowing her

payment to be delayed. Attatched you will find supporting documents to dis credit her claim against our company. You will find a copy of her invoice and 8 options given to her. This claim is buyers remorse and striclty price driven.

Consumer

Response:

This is not buyers remorse I was given several different prices for several different items and I find the comments made defamatory from the company and I refuse to remove my complaint I was told different prices to fix a leak under my tub and that if would take alot of work to fix it and my daughter was sitting there when the price quotes were changed and when I was told how much work would go into fixing the leak and was surprised that within 2 minutes the leak was fixed then was told by company representative that my electrical box needs changed and is a fire hazard and he is fearful of the danger I am in and I talked to the electrician that I had do work for me on the 3rd of March because I was very worried after the gilliece representative said this to me so I did allow him to look for away to help me fix that problem with the electricity and how worried he was because I was in a wheelchair which I dont use at all times but this made me very scared but after talking to the electrician that was here previously he told me that was not true. I stand by my comments and refuse to remove my complaint and the only remorse I have is dealing with such a company that takes advantage of people and charge outrageous prices that if desprite have to accept and uses tactics by scaring the customer into doing things that dont really need done, I have had my toilet repaired and the only part that needed replaced was the line that sends water to the back to fill up and the toilet has worked fine since. I was told when I asked about the toilet after being told it was leaking and I said about the fixing of it that a mistake was made and the toilet wasnt leaking its ridiculous how many times the prices had changed when I couldnt do the other and as for helping me by keeping my check till the 3rd that was for the companies benefit because I was going to only pay the fee for coming and telling me what needed done so in order to get the money he took the check and again if this company wants to keep customers happy change the way they do business and quit conning customers and using scare tactics to rip them off.

Business

Response:

I would suggest the customer was not

mislead in any shape or form. She was

given 8 different options, some being more complex than others. The option the

customer chose was the lowest, most simplex of repairs. According to the GPS report

our technician was on site for over 2 hours with this customer, and that did

not include the travel time to and from the home. We also did waive the trip

fee. This is a price complaint. In her complaint she wants a full refund, because

she felt she paid too much. She claims being mislead, but how? What was

misleading about the 8 options she was given? If you look at option 7 and 8 we

offered to repair fill valve and cap line. She repeats that we rip people off, and over

charge.. She said nothing about the quality of the work. she is upset she paid

313.00 for a line being capped off. All of which she agreed to and had 3 days

to cancel her contract. We are not at fault here. We did not mislead the

customer in any direction. If we broke her toilet, why did she tell us it

needed work when we arrived? She is unhappy with the price.

Here is a link pulled from Angie’s

list website. As we know Angie’s list is a consumer friendly website that

assists consumers make good decisions. This link is an article that informs the

consumer of the risk of the Federal Pacific Panel box. The same box in Mrs. [redacted]’s

home. http://www.angieslist.com/articles/your-federal-pacific-circuit-breaker-panel-sa...⇄ />
At this time we will not process a refund

Consumer

Response:

I have made my complaint and I stand by it I did not know if my toilet was leaking or not because I did have a leak and I asked that it be looked at and the only leak was under my tub I was mislead about my electrical box and I did need some work done on my water heater but the tech said he isnt allowed to touch my electrical box and he is worried for my safety about catching on fire and I am tired of how the company is responding they do mislead people about work they fill needs done the tech was here for a couple of hours explaining what work he feels needs done and offers and they are now saying I picked the lowest price when before they said I wanted the highest price this company will say what they can to cover themselves and change what they respond. I am not angry about the price, I do think it was unfair but I did pay it my anger is about a toilet line that the tech never should have touched and I had to replace when nothing was wrong with the line and had more flooding in my bathroom and more damage being done to my floors as for the charging travel fees and all I called them when I saw a commericial offering a fee of 39.00 to come and evaluate the problem and if I got the leak under the tub fixed that fee would be waived so the company wasnt doing me any favors when they say they didnt charge me for anything. This company can say what they want to make themselves look better but I know and have witnesses that were here and know my line wasnt broke on my toilet and how the tech continuously said how I need to be fearful that my home was unsafe if I didnt get all the electrical work and waterheater replaced and I talked to the electrician who was here about a week before and did work who told me the electrical box was fine and when I told the tech he told me that electrician was just saying that to cover his butt. I have no more to say about this company I have said what went on and to maybe anyone thinking to use this company to be aware of how they did business with me.

Business

Response:

We appreciate the opinion of the

customer and the feedback. We strive for total satisfaction, we understand that

we cannot make everyone happy. In this

case we gave numerous options, including the repair of the toilet. We gave the

customer 3 days to cancel, and the price was given upfront. We feel that if the

customer was able to secure the funds, then they wouldn’t have complained. Once again we appreciate the feedback, thank the Revdex.com for handling this concern.

Review: On television it states that is same day or it is free. Obviously they had reschedule with my mom four times. Since they had reschedule four times it was not the same day therefore it should be free and yet they did not go by what their advertisement said. All they did was check the furnance and made sure no carbon monoxide and left with their 89 dollarsDesired Settlement: The 89 dollars I paid them

Business

Response:

In response to this complaint. I would like to point out the following information.

- The customer called us on the coldest days of the year to get a preventive maintenance check.

- We offered this customer 3 complimentary checks in the past, all of which we never got a response. we offered those checks during our slow time, we try to reserve our busy time to help customers without heat. she was called 10/3, 8/7 and 8/1.

- Our same day or free does come with restrictions. One of those are it is for emergencies calls only. this call was not a emergency call.

We will however refund them the 89.95 as a customer service gesture.

Review: I called Gillece Plumbing in Pittsburgh, PA for service today ([redacted]). I need a leak fixed under my sink and also need a snake in main drain in basement. We discussed price of $65 to look at leak under sink, which would be waived and cost would be adjusted. I also mentioned they show a $50 discount online, then the snake would be $99.00 flat. I said great and told them I was a repeat customer. They looked me up in their system and said yes, they see where I had the snake job July 2012. I said yes, I have to get this drain snaked every year. At that point the price changed and they would have to send a supervisor out to inspect and give a price on work that would have to be done. I said I want 2 simple services, I don't want a supervisor. I know what the problem is and I don't have the money for all that. They said the $99 snake job was now not an option since this is a one-time promotion. I said it does not state anywhere on the website that this is a one-time promotional offer and the price was already quoted to me. They operate like a bait and switch and something has to be done about this. I will never use them again, that is for sure but I don't want people to get sucked in to their web they build. I remember the first time they came out. The supervisor came and imprisoned me for 3 hours in my house and a pot of coffee (yes) trying to sell me $3,000 worth of work. It was hard core sales. I didn't give in, and I didnt want to be rude but he was relentless! Please help. You can reach me at [redacted]Desired Settlement: They need to be reported and investigated. Their marketing ways are deceiving to the consumer. They even argued with me and when I told them I was going to report them they didn't flinch or try to make it right.

Business

Response:

In response to the complaint. I would like to point out a few items.

The first item is we do have restriction on our $99.00 special that we advertise. We do post on our website that some restrictions apply and we also suggest this in our commercials. The restriction in this customers case is that the special is only good for a 1 time use. This one time was used 11/26/10 when our Plumber came out to her home and snaked the drain. We then extended a second special to her on 7/30/12 at which time we did have the line inspected and suggested that she has a issue in the sewer line. The customer called back yesterday and tried to get a 3rd snaking at which time the restriction was enforced by our customer service rep. The customer also admitted to having a problem with the line to the customer service rep. Please keep in mind that our equipment is very expensive, and it is likely that a damaged line can cause damage to this line. So when a issue is foreseen, or in this case previously addressed we do reserve the right to protect the companies best interest.

Below is some of our restrictions. I have Highlighted 2 areas that are relevant.

Typical types of drains include:

Kitchen Drains, Toilets, Utility Sinks, Lavatory Sink Drains, Bathtubs, Laundry Tubs, Shower Drains, Sewer Drains, Main Drains, and Floor Drains

*Restrictions & Special Guidelines

§ Up to 75 feet of cable for main drains; up to 25 feet of cable for smaller drains

§ Longer distance costs may occur.

§ Large drain cleaning equipment use for accessible basement areas only

§ Use of large drain cleaning equipment for upper floors and other interior and exterior areas of the home will incur additional fees

§ NOT ALL DRAINS AND SEWERS CAN BE CLEANED – factors such as roots, broken pipes, shifted pipes and ultimately what materials are in the pipes affect attempted cleaning results.

§ Single-family residence only. Residential customers only.

§ Does not apply to rental/landlord-tenant property.

§ Does not apply to commercial property.

§ Cannot be combined with other coupons, discounts or offers.

§ Some additional restrictions and exclusions may apply – call for details

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The first time I used Gilleece was 2011. They charged $99, first time. They assessed the situation and wanted to charge thousands of dollars to tear up my basement and repair/replace stuff. I said no. In 2012 I called to have save service done. They came out and charged me $99. This was for the same known problem. This year I call for same service and they tell me that the $99 only a first time deal. They would have to come out and assess the situation and charge me accordingly, even though they have a 5 year warranty on their service, which I have never seen a warranty and didn't know I even had one. I told them I know what the problem is and just need the pipe snaked about once a year, which solves everything. They said charges would apply. I didn't know there was fine print on the $99 until afterwards. You have to read down through and in fine print it states their clause.

Regards,

Review: The plumbing in our house got blocked up. We called Gillece to come fix the problem. They told us that our sewage pipes had collapsed and that the cost would be $20,000.00! I spent the entire day crying my eyes out and stressing over how I was going to come up with $20,000.00. We decided to get a second opinion. The second plumber was able to fix our plumbing issue in 10 minutes by using a snake and only charge us $137.00. It is obvious that Gillece is dishonest and was trying to scam us out of money.Desired Settlement: I just want the public to know this information to prevent them from being scammed.

Business

Response:

This claim is a price complaint. The customer was not even given a bid to do the work. The plumber did price condition the customer on excavation from 5-25 thousand dollars. It was Mr. [redacted] who suggested to replace the entire line. They had their cast iron line snaked by another company not fixed by any means. We would be happy to send a manager out to camera the line, show them blemishes. We would do this at no charge. We did not attempt to sell them anything. There is no contract or options given, just gave them averages of excavations in this area. Mr. [redacted] was wanting to move forward and made suggestions we did not. We ask that this claim be removed as it does not apply to selling practices. We charged the customer zero dollars.

Review: I called Gillece to come and diagnose an electrical issue. We needed a breaker replaced in our breaker box. Upon arrival, the technician removed the cover of the box. He did not once look at or route the wires. He told me to give him a second while he went to his truck. He came back a few minutes later and told me that it would be $345 to replace and test the circuits. I knew this sounded ridiculous and basically sent him on his way. The next day, I had a another electrician come to our home who diagnosed the issue as just needing a new breaker installed. The breaker cost $4 and the total cost for his visit was $60 with a warranty!I had to pay Gillece a $65 service fee which I want refunded and the company was clearly ripping me off.Desired Settlement: Please see above. I want the service call refunded as Gillece not only wasted my time but tried to take advantage of me and my family.

Business

Response:

Thank you for allowing us to review this concern. However this is a pricing concern. They say nothing of poor workmanship. it is the policy of the Revdex.com not to accept these style of comnplaints. We ask that it be removed from our list.

Consumer

Response:

The company sees this as a pricing issue. However, I did address poor workmanship by the technician not looking at or following the wires to make an appropriate diagnosis. The pricing is clearly an issue and pattern from viewing other complaints. I'm still requesting a refund for an inappropriate an non-existent diagnosis.

Business

Response:

In response to the rejection we would like to point out the following.

This is a price complaint. The customer states she is unhappy with the amount of money we asked to perform a circuit diagnosis. She was unhappy with this cost! she stated that in her original complaint. Our diagnosis includes a complete check of the whole circuit and the breaker. therefore we would not just throw a breaker in, without verifying that something else may have caused it. The customer seen no value and that and "asked us to leave because she felt the price was out of line". Our goal as an organization is to give complete fixes, and not just band aid style fixes. It is better business practice for our company to ensure that the whole problem is fixed the first time, rather than just replacing a breaker.. Do breakers go bad ? Sure they do, however usually something else cause the breaker to go bad, and our goal was to ensure that we wouldn’t have to return in a week or two if the breaker itself was not the root cause. I would assume that the customer would also agree that it would be in their best interest as well. The bottom line is the customer felt what we had to offer was out of line in pricing and this caused them to file the complaint.

Review: The plumber sent to the home never properly checked for the Air Vent for the sewage and told us the trap collasped, quoted almost $13000 for the repair. Luckily my daughters boyfriend felt something was up and checked the "broken lines" after they opened the ground and left us without use of the shower and bath for the 2nd day, much to our suprise the only thing we could find was that the air vent that they ripped off while digging was covered over and full of several inches of dirt (not collasped) and the trap worked fine. We call a union plumber who inspected the lines before Gillece showed up this morning and agreed that they were committing fraud against the eldery. The City inspector found they had insifficient permit and we are going to the magistrate to seek reimbursment for the damages they created. They did not even apologize! But they didnt have any issue leaving a bill for the stack work they did which at this point we dont even know was necessaryDesired Settlement: We want the entire bill waived, the owner should be ashamed of his employres actions

Business

Response:

Thank you for allowing us to clear up this matter. I would like to point out that this appears to be a price compaint. The customer was given options and they chose the option below. The refund they are requesting was for actual work completed and something that was needed. We looked at the line, and it was fully charged with water and sewage. We were unable to fully inspect until we broke ground and the pipe. We would entertain a refund if the customer allows us to re-camera the line and if we find no issues with the pipe we will refund their money. However we are convinced that the "so called" Plumber they brought in didn't properly inspect the line with a camera. We also believe that the intent of the customer was to utilize their right of recession once the ground was open and to use their "So called" plumber. As far as a city inspector, this is also a mistake. Allegheny county has jurisdiction at this home. We have contacted them to ensure proper procedures have been followed. As it is law in Allegheny county that all work is inspected by the plumbing inspector.

We do not see a reason to refund at this time. We will wait to see if the customer allows us to camera the line. They denied us of this once already.

Review: A service technician from Gillece came to my house when my furnace wasn't working. He charged $95 to even look at the furnace, then told me it had been installed incorrectly 10 years ago and would need to be taken apart and put back together properly. He showed me his math and gave me an estimate for $3,149. The next day I called a local, private business, and the technician came, diagnosed and repaired my furnace in two hours. The problem was a bad pressure switch, and the total cost for a new part and service was $117. This man inspected the furnace and assured me it had been installed correctly and was in good condition other than the bad switch, which was 10 years old. So either Gillece doesn't know what they're looking at and how to do their job, or they are out to make as much money as possible, without regard for ethical business practices.Desired Settlement: I would like my $95 service charge refunded, but even more than that I want others to be aware of the bad business practices of Gillece.

Business

Response:

In regards to this complaint, I spoke to the customer after they filed the Revdex.com compliant. I offered a resolution including a full refund. They did not come to us first with a issue, they immediately went to the Revdex.com. We gave this customer options. These options were all focused around the pressure switch. We did everything correctly, and gave the customer long term solutions to help them down the road. According to our technician the flu pipes is not installed correctly, the slope is in proper, which in turns causes water to build up and not drain properly and causes the pressure switch to “pop”. We choose to not refund at this time.

Review: Gillece unclogged our sewer line and recommended a camera. The field manager came with a camera to find water in our sewer line and a clog he couldn't get the camera through. He said the line was probably broke. Using a locator he said the break was in my yard and it was 17' deep. He spoke to an excavator on the phone who told him to pull the man hole cover. I pulled the man hole cover in my neighbors yard, and using my tape measure discovered the line was 9' deep.The field manager said it would take $11,957 to do a spot replacement. I initially agreed with this. After about 30 min. of consideration, I told him that we would like to get a second opinion. He said he would call to see if he could get the price lowered and he came back with $10,957. I told him that I still wasn't sure about the price. He informed me that these jobs were expensive and that I didn't know what a sewer line replacement would be. He also informed me that he had guys on their way. Nobody showed up at my house for four hours. At this time I was informed that the trap was probably bad and was probably my issue. The trap was located around 10 feet from his initial assessment.The old trap was removed Saturday and a new pipe put in place. The manager came back out Sunday to put a camera in the line. The line was full of water and get his camera got stuck at the same place as before. Monday he returned to camera in the opposite direction. The water was gone but the camera got stuck on roots at the same place it did the other two times. He also found parts of my line missing. He recommended removing the roots and repairing the line for an additional $5800. I told him no and got a second opinion.Since then I spoke to three different plumbers who informed a 9' trap replacement should have been between $1000 and $1500 to complete. This price difference in unethical at best or criminal at worst. Knowing Gillece's tactics I am unsure the trap was my issue or if it was the roots the entire time.Desired Settlement: A full refund of the $10,957. The field manager took advantage of me knowing my situation and never fixed the problem that he found initially running the camera through the line.

Business

Response:

Dear Revdex.com, Thank you for taking the time to allow us to respond to this complaint. After reviewing all of the information on this claim we would like to point out the following items1. The customer was given three different options. One of which was replaced the entire line however the customer chose the low option to replace the house trap. 2. The customer Newfull that the house trap was a starting point as we informed him we would have to re-camera once we made it past that to see if any additional problems happen in the line the house trap was only the starting point the customer was aware of that. 3. The customer also claims that a another contractor informed him that he can get the work done for under thousand dollars however the equipment needed alone would cost more than that as a sewer line was 9 foot deep. The customer did not complain about the scope of work being performed he just felt the work cost more than what he should've paid due to a low balling contractor. We feel that the customers more complaining about the price that any other selling practices. As he was informed that we would need to re-camera once we made it past the spot that we could get no further than we were unable to check the remainder of the line.

The customer also have the option to get other estimates and he was also given three days to cancel the scope of work and chose neither of those

Consumer

Response:

My response to each [redacted] points.

1. I was given three options eventually. The initial price given was for a spot replacement. The other two options given were for the replacement of the entire line. The price that was offered for the outside portion of the line was ~$19,000. Doing research I found that the average cost to do this in the city of Pittsburgh is ~$6700.

2. The camera never made it to the trap. The field manager told me that the camera was caught on the break in my yard. Each trip his camera made was caught on roots that were in my line prior to where the trap was located. If it was the starting point, it was the starting point to start taking advantage of us.

3. The first “low balling” plumber said the work could be done for ~$1000. The other two plumbers told me it should have been ~$1500. I was very specific in my details as to what the job included when speaking to all three. The trap was 9’ deep using 6” pipe. The replacement was approximately 5’ total in length. I am very upset about pricing. The pricing shows me that Gillece can’t be trusted.

Regards,

Revdex.com,

I currently have a complaint logged under number [redacted] and would like the following timeline and attachment sent to the company.

Timeline of events

October 5th – Sewer line was backing up. Gillece services was called and a technician was sent out. Technician used 4 cables (40’) to get line to flow. The Technician’s receipt is attached showing his notes. Technician said with the oak tree in the front yard I should get a camera in the line to check for roots.

October 7th – I was contacted by Gillece to set up a date for Camera. Date was set for October 10th.

October 10th – Field Manager shows up to camera line. Camera gets stuck at 37 feet. This is the same place technician should have unclogged. Field manager initially says I have a line break in my yard at 17’ of depth. After manhole was removed it was discovered line was at 9’. Field Manager gives initial price of $11,957 to do spot replacement of line. I have second thoughts and tell him I want a second opinion. Manager makes call and comes down on price to $10,957. I agree to this. I tell him that I feel the price was still too high after about 10 minutes. He tells me that the wheels are in motion and that people are on their way. I agree to move on. People arrive four hours later. It was then determined that the problem was the trap which was approximately 10’ closer to the house than the field manager initially determined. This was after one of the technicians arrived.

October 11th – Gillece arrives to work on job in the morning. Old trap is removed and new line is installed. I was told that Field Manager would return October 12th to re-camera line.

October 12th – Field Manager returns to camera line. Line is found to be full of water and camera got caught at 37’. The camera never made it to the point which was fixed and what was said to be the problem. At the point where the line was fixed, the excavator left a tee in the line. The camera was run from that point to the street and was in good condition. Field Manager states he would be back tomorrow to run camera in the other direction since he was unable to get camera shifted to where it could be done.

October 13th – Field Manager returns with excavator to rerun camera. Camera was initially run from tee in the line towards the home. Approximately 10’ from the tee the camera was caught. Field Manager and excavator came in basement to run camera. Line had much less water in it and the line was more visible. It was found that at the 37’ there were roots in the line. There was also two places where the line was missing. Field Manager gives quote of $5800 to fix the line and remove the roots.

In conclusion I feel that the roots were my problem the entire time. The initial technician was able to get my line flowing using only 40’ of cables. The trap was at approximately 47’. Therefore, if the problem was at the trap, the line would have never flowed after the first technician unclogged it on October 5. The camera got stuck three times at 37’ and it wasn’t until the final time it was discovered to be roots. I shouldn’t be my responsibility to pay for Gillece’s poor diagnosis of my problem.

Business

Response:

Dear Revdex.com,

In response to the claim that we misdiagnosed the issue. When we gave options, we informed him that the low option is a starting point. As we could get no further, and that we would re-camera and inform of a solution once we were able to infiltrate the line. Hence the option to replace the who pipe, as many times more than one area can be a concern in older pipe. We gave him 3 options, and 3 days to cancel the work. Our contract follows consumer guidelines in the state of Pennsylvania.

In response to his over paid portion of the claim, it is unclear how the customer came to the conclusion that another plumber quoted $1500, when he himself suggests the internet informed him that average prices are around $6,700.00. I believe the customer concern is that another unlicensed plumber low balled him as he stated and now he is unhappy with a price. he has not pointed out any work flaws, other than suggesting the field supervisor suggested the depth was inaccurate, and that is done by a sonar piece of equipment, sometimes different things in the ground can throw off mixed signals. however at the time of the excavation everything was clear. We however do not believe any licensed plumber in Allegheny County , that has fully insurance will give a contract for $1,000-$1,500 to excavate a hole that is over 9ft deep.

The customer has only asked that we give him a complete refund, that is not an option as the work we proposed was performed and the customer had no concerns about the actual work we did. He has not said we have not fulfilled his contract.

Consumer

Response:

Review: put in a new faucet, said it was missing a part and I needed a more expensive brand. they left without finishing the job, told me to put the new part from lowes in myself, never checked to make sure it worked. Manager came out next day put in new faucet, still didn't work, said he didn't know what was wrong, sent another person the next day which was

thanksgiving. He put another faucet in but couldn't finish because he didn't have the right parts in his truck. He came back the next day and it took him ten minutes to install a faucet that should have been done right in the first place and charged me 449 dollars when I could have had lowes put it in for 119 dollars. I went with them because they advertised the lowest prices and fast service which were both lies. I called several times to complain and ask for a partial refund because of their negligence and unethical behavior and no one would return my calls.Desired Settlement: since the job was not done properly the first time and it took four visits to complete a ten minute job and an extreme inconvienience to me being disabled and having to clean up after them every time they left I feel I should only pay what most plumbing companies charge for that job and that is around 150 dollars.

Business

Response:

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.

Review: we have a grinder pump located in the garage for pumping sewage uphill 180 feet. it was put in brand new as the house was also built in 1997. After 13 years of working, it decided to quit. I contacted Gillece to have them fix it. First they put in wrong size pump but it was rectified. but for the last 5 years, Gillece has been out at least 10 times to fix various issues (warranty) and even where I paid for some issues. I have close to $4500.00 tied up into this company for various jobs on SAME pump and piping. The issue I am having right now is that a tech had broken a piece of plastic off inside the pit by using a shovel to "dig" some of the sewage from bottom. in which he replaced the pump with a cut down 5 gal bucket to sit in. after numerous issues they came out Sunday and the Tech pulled pump out of pit. dislodged rock and then dug up another piece of plastic bottom. so now the entire bottom is completely not there.

Now they came out and now wants to charge me $5500.00 to replace the pit. the same pit that they broke in the first place. after my husband talked to "operations manager" he told him that he will cut a $500.00 check and walk away and be done with us! only because I would not agree on the price!!! I called on Saturday the 17th and today is the 21st. and they know we have our 2 small grandchildren 8 & 6.. My husband told them that the price was not fair and they are not honoring their "100% SATISFACTION GUARANTEE" and he kept saying that he agrees to disagree. He was asked to visit our house with another tech to better explain our dilemma and so we could show him still unfinished work

On numerous occasions it took them days to get out to the houseDesired Settlement: fix what they broke and do as advertised about guarantees. I now have to get another plumber here to fix it all so I would like reimbursement for this plumber

Business

Response:

Dear Revdex.com, In regards to this complaint, we understand there are two sides to every story and we thank you for allowing us to help rectify the situation. My name is Tom E[redacted], Operations Manager for Gillece Services and I am happy to explain our side of the story. The client called us 7/2/10 and stated that their grinder pump would not shut off. They hired us to replace the pump. After installation it was determined that the client needed a larger pump installed. We also found out that the system was under a lot of head pressure due to the design of their piping. We then replaced a few fittings with special high pressure fittings. On 1/24/14 we found that their line had frozen discharge line, less than a month later the discharge line blew again, high pressure and the pipe freezing caused this. We made a repair to the line, installed a check valve, re did the fittings that were frozen, and unglued from pressure. We have also cleaned the pump from grease numerous times. Since then the client is claiming that we broke his pit, which is nearly impossible with a shovel, unless the pit was in poor condition and or already broke (possibly from pressure and or freezing, or old age) ... Fast forward almost 2 years later .... The client need a new pit. We offered them 20% plus a few hundred dollars off the price and also to install a grease trap in the kitchen. The client declined the work and feels that it should be done at no charge. We had not installed a pit before, and therefore no warranty on the pit. We gave numerous options to the client for a fix to their problem, the client signed the contract, and then changed his mind. As we speak, the pump we installed is working, their pit is failing. Gillece is responsible for the pump only. We are happy to move forward with the project with the client.

Consumer

Response:

The frozen line that he is referring to is,, once the line blew for the 4th time, it took them 1.5 weeks to get to my house.. that is why it was frozen. The original pump was good, they have no clue when it comes to these type of pump as numerous techs and even supervisors has told me.. when they left the last time, they did in fact leave me with an inop pump.. they broke the pit.. the pit NEVER froze.. as many times they came out and pulled the pump and replaced back into the pit, that they would let fall, and with them using the shovel to break it then pull pieces out and expose rocck (2B gravel).. I believe they set me up to pay more everytime they came out to cover their mistakes they did as warranty work. I never asked for them to do it for FREE, but for $5500.00 when it was their fault? that is outrageous. he says that he is willing to do the job still? he told me that he would just cut me a check for $500 and just walk away! and that is exactly what he did, minus the check!! Gillece needs to honor their guarantee and warranty work.I told him I wanted what was fair to both sides. and his fairness is me paying all this money for the problems they created

Business

Response:

We have made offers to resolve this in the past. We have spent numerous man hours and not charged the client 0 dollars for most occurrences. The client has a pit that is roughly 18 years old. Please keep in mind that the pit is made our of a durable rubber / plastic and is made for plumbing work. Shovels on a properly installed pit will never break the pit. We did not jackhammer thru the pit, we cleaned the pit. It appears that the unit was not sat on a level gravel base below, because a properly installed pit would with stand a blow from a shovel. With that being said, the plumber was not beating his pit, he was simply cleaning it, and therefore the blow comment is made for reference. We have lowered our price by 20% trying to appease a previous client and retain their business. We also have offered them money back from our last visit, to offer them to resolve their concerns with another contractor if they do not feel we are doing a good job. We believe that we are serving our customer the best that we can without being taken advantage of. We did make a offer of $500.00 to the client, in order to allow them to get another contractor to assist them. We hope that you will see that as a company we are doing what it takes to try and appease a client.

Review: I had contacted Gillece Friday, March 11, 2016, to come and unclog my sewer.. When the representative show up with the electric snake he had tried to push the snake into my outside sewer trap and within not even 5 minutes of trying to unclog the drain he said he know what the problem was and he could guarentee it was my sewer trap.(even though I had stated that I believe the clog was inside after the toilet to the outside) and that this was considered an emergency. So being niave and needing facilities I again asked if he was sure .. He said yes and he would have them dig up the trap and hook me up for the night temporarily until the plumber comes the next day. I went to work and left them to dig a 5X3 ft hole . When I return from work that night at 8:30 pm I still did not have facilities. My Boyfiend contacted Gillece when there was no temporary hook up and he was told to just flush it into the hole ( which is 1 foot outside my front door) So needless to say I did not use the bathroom that night. Saturday, March 12, 2016 In the morning I decided to flush the toilet to see if it would drain through the pipe outside and I was still clogged up. The plumbers were coming to put in a new trap(and actually other than where the back hoe had cracked the pipe it was still intact) And since I was still clogged in the house I knew it was not the trap. The representative (Will) that I had dealt with in the beginning had showed up with the camera and we were able to run the camera staight down to the main sewer line 31 feet ( there was no debris in the line at all very clean) They called to have a machine come to jet out the clog (they jetted the clog from the outside in which caused more concerns ,,, The clog went back into my house and did not come out and they said I was now cleared... WilI was to come back with the camera to look in the sewer pipe into the house to see if every thing was cleared. Never show up or callled. The plumber came and connected up the new trap and sewer line. Sunday, March 12, 2015, Will was to come with the camera and tried to put the camera into the trap outside to look into the house but he could not get thru the trap so he cameinto the house and tried to put it thru an old sewer line that has not been used for sometime and said that we have a problem inside the house with the old teracotta pipes and that is a new isssue. (hence again I knew the issue ws inside the house) On Monday, March 14, 2016 the building inspector was to come ,,, but alas no one from Gillece had scheduled the appointment with the county inspector. Tuesday, March 15, 2016 the inspector show up and they had failed the inspection since they had cut my down spout drain and was going to let it drain into the hole and was away my foundation. They had to call the plumber back out to re-attach my down spout. Plumber had come back that day and attached the down spout. Wednesday, March 16, 2016 ,, I came home from work at 8:30pm to find that the hole had been fillled in with gravel all the way to the top (there was suppose to be at least a foot of dirt on the top to replant the grass) Friday, March 18, 2015, 8:30pm, I came into the house and my boyfried said that I had receive two phone calls from Gillece requesting the final payment ( I had put $6,167.00 down and to pay $ $3,083.00 once the job was completed) I had called Will back and told him that the job was not completed and that there was not top soil just gravel. I then received a call from the main office stating that they are sorry for the misunderstanding that the regular guys had all come down with the stomach flu and that the guy that they had there to cover the hole said that the rain had washed away the dirt. She had stated that they will have some one out the next day to fix the issue. Saturday, March 19, 2016, 2 guys showed up to dig up the gravel and replace it with 6 inches of mud. Will had stated in my conversation with him on Friday that he will come on Sunday to collect the final payment. Sunday, March 20, 2016, I waited around till 12:00pm for Will to show up and he never did show up nor did I receive a call. Monday, March 21, 2016,,, I came home from work at 8:30pm and again my boyfriend said I had received 2 calls again for final payment. I called Will back to schedule a time for him to come and we scheduled a time for 8:00am Tuesday, March 22, 2016. Will had showed up at approximately 8:15am to collect the final payment of $3,083.00. After will had left I was running the dishwasher and got into the shower and when I had gotten out of the shower my sewer was back up again. I immediately tried contacting a manager/owner at Gillece and was told that they were away from ther desk at this time. I informed the representative of the issue and said that I will be leaving for work at 11:15am. I did not receive a call back. I left for work at 11:20am and went to my bank to place a stop payment on the check. I arrived home at $8:30 pm and checked my caller ID and Gillece did not return my call.Desired Settlement: I would like to have my sewer fixed properly.

Business

Response:

Dear Revdex.com, Thank you for allowing us to address this concern that the consumer has. First let me suggest that I am confused on why this concerned is being brought up now. We went to the home with the client and reviewed the work. We determined that the client had multiple problems and gave them a price to do some further work. The customer agreed to continue the work that was above and beyond the contract mentioned above. We also provided them with a discount on the original job. If the client that unsatisfied with the outcome, then why did they sign an additional contract? To address the concern, the client had an illegal house trap installed and that is what the original plumber will found and suggested to be replaced. It was also found at a later time that the client had another illegal (county code) fitting and her bath tub drain had rotted and fell into the drain line and had become blocked on the line, as well as a crushed pipe under the foundation. I will also point out that the crew of the second job went above and beyond the contract because the pipes under her floor were so rotted that we had to remove more pipe than originally contracted to ensure proper usage of her sewage system. Again we ask why this complaint was sent in, after it had already been resolved and have a signed amendment to lower the original price......

Consumer

Response:

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.

Review: On 7/12/15 I received a service visit (Eric) for my AC. I was told 4 different options ranging from $500 to $10,000. I chose option 2 which was a new capicitor, cleaning coils and changing any brittle wiring for $2500. At the time, I did not know that was a ridiculous price. 2 days later my AC stopped working again, I had Eric back out and he told my motor is shot and he said quote "those aren't cheap, at least a thousand". Long story short, when I consulted other HVAC contractors about this service, they were in shock at these prices. I had a quote for a new motor installed for $370 and was told the reason the motor shorted is the wiring, when the capicitor was installed, was wrong and shorted the motor. The capicitor is a $40 -$80 part and I was told $500 just to install that part (another outrageous charge) or $2500 for the service that was performed which took 1 hour. These prices are so over market (2 grand an hour) of what would be considered customary and reasonable. I was quoted around $500, including the new motor, for all the services you provided. I would expect a refund of around $2,000. Eric said said someone would contact me regarding this matter and that has not occurred. I know the Revdex.com does not pursue prices of contractors alone and that makes your ratings very deceptive - but this also involves faulty repair work. The problem here is Gillece installed the capicitor wrong, along with the wiring, and shorted the motor. In addition they used my personal hose and left rust stains all over the back porch. I expected a call from Mgt but since they got their payment, I have not heard from anyone. If Mgt is confident on everything why have they not responded. A B- rating on this company is a joke----ask any HVAC contractor in W PA.

Business

Response:

Dear Revdex.com, Thank you for allowing us to respond, we understand that there are 2 sides to every story. My name is Tom Eshenbaugh, operations manager with Gillece Services. I did speak to the client while Eric was at his home. I offered him a credit towards the replacement of the old unit. In this case, the clients motor failed. WE gave the client multiple options, however we did not do a repair of the motor under the first contract. We did however give the client the option to have the unit replaced, as we explained that due to the age of the equipment and the lack of maintenance it may be in his best interest. This would have corrected his concerns today. He however chose a lesser option, and the unit failed. At this time our repair worked, our parts did not fail, we feel that a refund is not the solution. We also feel that the repair that we made is working correctly. As the customer stated his motor failed, and we made no repair to a motor.

Consumer

Response:

Review: My home furnace started making a noise, I was at work and my wife called Gillece to come over and look at it, she was told that the furnace was cracked, leaking carbon monoxide, and needed to be replaced. Gillece lied to my wife about all of those untrue claims. Gillece also verbally quoted my wife a ridiculously high price for a new furnace. She called me, I told her to have them leave. I got another company in the next day who replaced my blower because the motor was starting to go, the motor and furnace were still working but were on its last leg and needed to be replaced. Gillece called my house and left messages twice two days later, trying to sell a new furnace again, one message offered a lower price. My wife paid Gillece a service call fee of $95.00 for the service call and got an outright lie, bordering on criminal fraud in my opinion. I had a carbon monoxide tester in my house at the time, it had not gone off at all. I bought a new tester on the way home from work which confirmed Gillece was lying about my furnace having a carbon monoxide leak.Desired Settlement: Employee, Bill, who lied is fired, if owner is honest, no other outcome would be considered. Refund issued for non helpful, but hurtful, service call.

Business

Response:

Dear Revdex.com,Thank you for allow us to respond to this customers concern. My name is [redacted] operations manager. I would be happy to discuss this with customer. I can be reached at ###-###-####. Carbon Monoxide can have numerous level changes. For instance if you open a door or window the level can drop. Research has shown that different detectors are activated different levels. We suggest that the cus[redacted]er researches their particular unit. We would be happy to return their service fee to them.

Review: We asked Gillece to come clear a clogged floor drain using their $99 guarantee. Their plumber came out, ran the snake a couple of feet from the floor drain, and said the pipe was broken. We have scores in the concrete outlining the pipes in the ground and informed him that he only got to the tee and may not have made the turn. He showed me the black crud around the snake head and said that it was mud and the pipe was definitely broken. We asked to run the camera to show us the broken pipe, a manager came out later to do this. The manager tried running the camera through the stopped side, and reached the clog through a different access point than the plumber had used, but showed us only black due to the standing water. We asked him to try to reach the clog from the other side so the water wouldn't be in the way and we could see the damage and he refused, we asked to have the drain snaked from the access point he used and were told that he could, but that since we used the $99 guarantee already that we would have to pay for them to come out, whether or not the drain was cleared. He insisted that the pipe was broken, and that snaking from the other access points wouldn't help. He then gave us an estimate of over $9,000 dig up the pipe and repair the drain. My wife spent the evening in tears worrying about the money. We decided to try to clear the pipe ourselves and rented a pipe jet for $53 and cleared the drain through the access point the manager used in 30 seconds. They tried to get us to perform work that clearly was not needed through lies. Also the original plumber backed into our neighbors tree and couldn't even be bothered to inform my neighbor or offer an apology.Desired Settlement: We had allocated the day Gillece came to getting this resolved or diagnosed. We took another partial day off work to repair this issue ourselves. We lost $400 in the half day of work plus the $53 rental fee. We request that Gillece reimburse the difference between our losses and the $99 we would have been charged had they cleared the drain. This totals $354

Business

Response:

Thank you for allowing us to address the customers concern. I have reviewed the claim and would like to address the following items. Our technican used conventional means to use the electric snake on the drain. He was unable to get the line open, and we did not charge the customer. if the customer found a unconvential way to snake thier line and it worked, then awesome. We do things the right way and offer corrections for life. They are upset over the price we quoted them. no company woudl refund money that the customer did not pay.

Consumer

Response:

First the method we used was not unconventional. Gillece offers pressurized line cleaning, they informed us of this on a different drain issue in the past, that is where we first heard about it. Obviously this is another example of them lying on a regular basis. Please see attached screenshot of website or look on their site yourself. "High Velocity Jetting". We did research and it told us jetting is better for the old lines than a snake, so if we were going to attempt to clean the line ourselves we may as well do it the safer way.

Second this is not a situation where they say it is clogged and they can't fix it and I am upset. If they had said we cannot seem to clear the clog, but jetting should do it, which is what they told us on the other clog then there would be no issues. They said it was definitely a broken line, they diagnosed the problem, and that to fix it we would need to break up the concrete and replace the lines. We informed them they were hitting a tee and not getting to the actual clog, we informed them that they should try snaking from a different access point, they insisted it was clogged and refused to attempt to clear the clog properly, again insisting it was a broken pipe. The clog was not deep or tough, it went away immediately after I turned the pressure on, and we used a low pressure jet. The snake would have had no issues if they ran it correctly. Because they lied and attempted to get money out of me through those lies, and cause my wife a tremendous deal of distress, I was forced to take more time off work and clear the drain. They wasted the whole day coming out and not giving the service they offered, they never actually tried to clear the drain, they hit a tee and stopped bothering. Because they did not truly attempt to clear the line (or it would have been cleared by simply going through the correct access point) I was forced to clear it myself which cost me significantly more money through lost wages than if Gillece had done what they were hired to do.

Review: 11-06-2014 WORK IN THE BASEMENT WAS PERFORMED, REPLACEMENT OF SEWER LINE.FROM DRAIN TO WALL. THIS WAS INSPECTED. A SNAKE WAS USED TO CLEARANY DEBRIS.11-07-2014 GILLECE EXCAVATED A HOLE IN THE BACK YARD THEY SAID THEY NEEDED TOEXPLORE AND TRY TO FIND OUT WHY SEWAGE WATER WAS COMING UP.GILLECE DID NOT USE A SEWER CAM! THEY DUG A HOLE! 11-12-2014 WRITTEN ON THERE BILL, WE WILL RECONNECT OUTSIDE SEWER TO EXISTING SEPTIC TANK. THERE IS NO SEPTIC TANK! GILLECE DID NOT USE A SEWERCAM!!! MY WIFE AND I TOLD THEM THERE IS NO SEPTIC TANK, WE HAVE BEEN PAYING WATER AND SEWER BILLS FOR OVER 26 YEARS! THEY INSTALLED A CLEAN OUT I WAS WITH THE ONE PERSON THAT WAS DOING THE WORKON COMPLETION. THERE WAS NO INSPECTION BY ANY ONE ELSE FROMGILLECE NOR ANY ONE ELSE WHO DOES INSPECTIONS, LIKE THE ONETHAT WAS DONE IN THE BASEMENT. I ASKED FOR A COPY OF THE THIRD PARTY INSPECTION, GILLECE COULD NOT PRODUCE ONE.TOTAL AMOUNT PAID TO GILLECE WAS $10799.00. I CALLED [redacted] I WAS WORRIED WE KEPT HEARING GURGLING SOUNDS IN THE BATH TUB. THEY USED A SEWER CAM AND SHOWED ME THAT THERE WAS NO CONNECTION BETWEEN CLEAN OUT PIPE AND SEWER PIPE, THEY ALSO SHOWED ME THAT THE PIPE COMING FROM THE HOUSE TO THE CLEAN OUT WAS CRACKED AND COVERED UP BY FERNCO. I TOLD THEM THAT THERE WAS NO INSPECTION DONE. THEY HAD TO FINISH THE JOB GILLECE STARTED. THEY MADE A NEW CLEAN OUT FOR ME AND MADE SURE THE PIPES WERE CONNECTED. IN OTHER WORDS THEY DID WHAT GILLECE SHOULD HAVE DONE.Desired Settlement: TOTAL PRICE FOR [redacted] WAS $5000.00.MY WIFE AND I FEEL THAT THE AMOUNT OF $5000.00 WE PAID [redacted] TO FINISH THE JOB GILLECE SHOULD HAVE DONE, IS SUFFICIENT.

Business

Response:

Dear Revdex.com, Thank you for allowing us to clarify the situation with you and the client, we do realize that there is 2 sides to every story and we thank you for allowing us to clear up any confusi"on. The client emailed our company at the end of august stating that "THE PIPE LEADING FROM THE HOUSE TO THE OUTSIDESEWER LINE (AFTER SO CALLED REPAIR) WAS IN PICECES THE FLEXIBLE CUPLING WASREMOVED AND MOST OF THE CLAY PIPE BROKE IN SEVERAL SECTIONS. THEN A SEWERCAM SHOWED A GAP BETWEEN PIPES NO CONNECTION WAS MADE TO HOLD THE TWO PIPES TOGETHER, I WAS TOLD THAT IS ODD THERE IS NOCONNECTION, I WAS SHOWN THE CAM.. THEY HAD TO REDO THE AREA. INOTICED A GURGELING SOUND WHEN FLUSHING MY TOLIET, I DID NOT WANT ANOTHER SEWERBACK UP, WHY IN GODS NAME DID THEY NOT MAKE THE CONNECTION FROM PIPE TO PIPE,SOME WASTE WENT DOWN THE PIPE BECAUSE IT WAS DIRECTLY OVER THE PIPE THE RESTMORE THEN LIKELY WENT IN THE SOIL, I HAD TO SPEND AN ADDITIONAL FIVETHOUSAND DOLLARS!! WHAT CAN BE DONE." in our response to the client we suggested a few items... they were as follows :Thank you for allowing me to address your concerns with you.After reviewing all of the information you have provided me I have came to thefollowing conclusion. [redacted] excavated up an outside clean out. During the conversation they agreedto dig it up, and there was no cost spoke of. Therefore the clean up was dug up at no charge to you. Therefore the invoice you sent to me is not justified to the work you claimed had to be done because of faulty work. This faulty work appeared to be a fern-co that had slipped off the pipe. the fern-co was roughly about 1 1/2 foot deep and [redacted] excavated the pipe up with no cost spoken on the video he provided. The camera video supplied described a large appearance of an belly outside of the home, and is what caused a back up. Note our sewer work was done on the inside, with the exception of the clean out installed. Also note that the [redacted] employee also suggested that was a fern-co during his time with you. On the contract with Gillece services under the terms and conditions, it states “ Customer agrees to allow the CONTRACTOR the opportunity or rectify any problem,code violation or changes by any authority having jurisdiction. You gave us no opportunity to look at the “issue” that “[redacted]” found during their visit. When Gillece services was completed with the job, the Allegheny county health department inspected the work performed and therefore at that time all work was done to code. [redacted] found a belly in the old line ( not excavated by Gillece), and Gillece had given options to replace the entire line during the initial visit. With all of the information you have provided me I cannot allow any compensation at this time. I feel that our work when completed was adequate and done properly. This is why we offer a third party inspection and a lifetime warranty. I thank you for your business in the past, and if there is anything we can do for you in the future please feel free to contact me.

Consumer

Response:

[redacted] Gillece stated: [redacted] talked about what needed done they explanined what and how it was to be preformed. We went into the house after the problem was reviewed. I signed a legal and binding contract which states payment of $5000.00, upon completion. Gillece continues to Perjure themselves, saying I was not charged for [redacted]'s work. I sent them a copy of the invoice which clearly states what I was charged for. I will gladly send you a copy. One example of their faluty work is, they used fern-co to cover a broken pipe leading from the house to the clean out. Another example of there faulty work, is the proof from the sewer video preformed by [redacted], it clearly shows gillece did not make any type of connection to pipe from house to main sewer line. [redacted] had to redo the faulty work of Gillece. I waited with the man from [redacted], until the Inspection was done, then [redacted] filled the hole after it was cleared by the Health Dept.. Gillece continues to insist that there work was done to code. The only time an inspection was done was the work preformed in the basement. If there was a third party inspection in no way would they have been allowed to cover up such a Healh Hazard. Gillece has once again perjured themselves stating that there work was to code. Just as I did with [redacted], I stayed out side and wait for the inspection, no one came. The man simply covered the pipes with dirt. I have asked Gillece to send me a copy of the inspection, they still have not sent me a copy. Reason they have no such inspection. I ask the Revdex.com, to request a copy. I assure you Gillece will have a copy of the Basemenmt inspection, there is no such copy of the outside clean out inspection Gillece did not have one done. The reason may be they knew there work was not to code. Not sure? They have opened the door. They state the " Allegheny County Health Dept." inspected the work preformed, they did not. So far, all I am asking is for the restitution of the $5000.00, I had to pay [redacted] to redo gillece"s faluty work. I at this time am asking for a copy of the inspection once again! I also would like the Revdex.com, to request a copy as well. Gillece"s work was not done to code. Gillece did not at anytime use a sewer cam, they relied on pot luck to try and fix the plumbling issues, I am not sure if that was to increase there bottom line or what, all I know is when we contacted gillece my wife insisted on a sewer cam, when they came she repeated herself. Gillece has the audacity to say they gave us options, without a sewer cam they had no idea where or what the blockage would be. They can say it now because they have a copy of [redacted]"s cam. Without a Third Party inspection there is no way gillece can say there job was adequate and done right. Covering broken pipe with fern-coNo connection from clean out pipe to sewer lineNo third party inspection Gillece"s so called work is neither adequate nor done properly! [redacted]<span lang=""><p>Gillece stated: [redacted] talked about what needed done they explanined what and how it was to be preformed. We went into the house after the problem was reviewed. I signed a legal and binding contract which states payment of $5000.00, upon completion. Gillece continues to Perjure themselves, saying I was not charged for [redacted]'s work. I sent them a copy of the invoice which clearly states what I was charged for. I will gladly send you a copy. One example of their faluty work is, they used fern-co to cover a broken pipe leading from the house to the clean out. Another example of there faulty work, is the proof from the sewer video preformed by [redacted], it clearly shows gillece did not make any type of connection to pipe from house to main sewer line. [redacted] had to redo the faulty work of Gillece. I waited with the man from [redacted], until the Inspection was done, then [redacted] filled the hole after it was cleared by the Health Dept.. Gillece continues to insist that there work was done to code. The only time an inspection was done was the work preformed in the basement. </p><p> If there was a third party inspection in no way would they have been allowed to cover up such a Healh Hazard. Gillece has once again perjured themselves stating that there work was to code. Just as I did with [redacted], I stayed out side and wait for the inspection, no one came. The man simply covered the pipes with dirt. I have asked Gillece to send me a copy of the inspection, they still have not sent me a copy. Reason they have no such inspection. I ask the Revdex.com, to request a copy. I assure you Gillece will have a copy of the Basemenmt inspection, there is no such copy of the outside clean out inspection Gillece did not have one done. The reason may be they knew there work was not to code. Not sure? They have opened the door. They state the " Allegheny County Health Dept." inspected the work preformed, they did not. So far, all I am asking is for the restitution of the $5000.00, I had to pay [redacted] to redo gillece"s faluty work. I at this time am asking for a copy of the inspection once again! I also would like the Revdex.com, to request a copy as well. Gillece"s work was not done to code. Gillece did not at anytime use a sewer cam, they relied on pot luck to try and fix the plumbling issues, I am not sure if that was to increase there bottom line or what, all I know is when we contacted gillece my wife insisted on a sewer cam, when they came she repeated herself. Gillece has the audacity to say they gave us options, without a sewer cam they had no idea where or what the blockage would be. They can say it now because they have a copy of [redacted]"s cam. Without a Third Party inspection there is no way gillece can say there job was adequate and done right. </p><p>Covering broken pipe with fern-co</p><p>No connection from clean out pipe to sewer line</p><p>No third party inspection </p><p>Gillece"s so called work is neither adequate nor done properly!</p>

Review: I have called and set up appointments with Gillece to have the furnace warranty checked before start up for the fall. I have called three times and have been told for a total of five times now someone would be here and no one still has come. I called them back after noshow today and they could not even find anyone in service tto talk to me about it that they would call me back. Terrible customer service and I am disabled and get cold easily. I will not reccomend this company to any one else.Desired Settlement: Do the warranty check as I have requested and quit putting me off .

Business

Response:

Dear Revdex.com,thank you for allowing us address the clients concern. We will be happy to help out the client asap, however please notate that we had attempted to dispatch and contact client and they did not answer the phone. they can reach me at ###-###-####. my name is Tom E[redacted].

Review: We had a clogged toilet at our church that had overflowed into the hallway. Repairman came on the same day that we called (a plus!) at 5:00pm. He explained what needed to be done and said that it would take 2 - 2 1/2 hours. I was not prepared to stay that day for that long so we made arrangements for him to come another day. He told me how much it would cost - $776. Based on the hours involved and what he explained needed to be done, the cost made sense. He returned (late) on the day we scheduled and was done with the whole job in 20 minutes. I expected a revised bill, as it didn't take nearly the time nor the amount of work needed to complete the job. Instead, we received a bill for the estimated amount and a long brochure justifying their charges by comparing their work with that of professional physicians. When I called to complain, I was offered a 15% discount. Believing that this was still not an equitable amount, I sent a letter explaining why and a check of $365. In return, I received four letters (two by certified mail), revoking the 15% discount and demanding full payment within 10 days.Desired Settlement: For Gillece to accept payment already received - $365 - ($65 for the diagnostic visit and $300 for the repair). I called four other plumbers or plumbing services to get a going rate and to establish a fair price.

Business

Response:

Dear Revdex.com,

Thank you for allowing us to clear the air on this matter.

Gillece Services offers upfront flat rate pricing per the job. We do not agree on hourly rates as the customer suggests. We gave him the price up front, he agreed, and also had 3 days to cancel the transaction. He is upset of the price of the job. [redacted] called me and we spoke about the job that we performed, I reviewed the billing with him and came to the conclusion that our billing was correct. He then decided to inform me that he was teaching his son a lesson. He told me that his son was playing with ladies bras and almost got caught. as he flushed the bra down the commode and didn't want to get caught with it. He was making him pay for it trying to teach him a lesson. I agreed to the 15% discount to him. He asked if I could do anything more, and I informed him that I could not. We hung up and I assumed that was it. We have only received partial payment on this account. This is nothing more that an embarrassed father who's son plays with woman undergarments and he's embarrassed to pay it. Rather than taking his aggression out on us, he should realize that he is currently committing thievery against our company. I did not have to offer the 15% to him, but I felt for his position and what embarrassment his son must have felt for playing and flushing undergarments down the commode. Once again he agreed up front, This should be removed from our record, and not be allowed to hold as a real complaint. The Revdex.com does not process price complaints. Please remove this complaint...

Consumer

Response:

Dear Revdex.com and [redacted] from Gillece Services,

My initial reaction to the response by this business is WOW, really?!

Let's start with facts and then I'll address the sidebar issue that Mr. [redacted] publicly decided to go with this.

Fact one, the complaint:

This complaint is about the conflict/discrepancy between the cost of services we were told we would receive and the actual service that we did receive.

Fact two, the story:

Mr. [redacted] told me on the phone that Gillece Services does not agree on hourly rates when I first made the complaint, as he makes reference to in his response. This may well be true and I will be perfectly honest and say that I DID agree on a cost for a particular type of job/work to be done. The problem is that this was not what we received. Two things happened that are in opposition with one another. The first thing is what is written on the paper that I signed and the second thing is what the serviceman told me. What is written on the piece of paper that I signed is vague - "unclog toilet" - no length of time or details are listed. However, the serviceman was very chatty with me and went into great detail about what he needed to do (I can't even recall those technical details as I'm a minister not a service technician) and told me that the job would take 2-3 hours. My agreement for the service was based on that information as I have already stated; how is a customer to know that one piece of information is “official” and binding, while the other piece of information is “unofficial” and nonbinding? For me, the customer, they were one and the same. The technician originally arrived on Tues, July 1 at 5:00 pm. It is roughly an hour's drive for me to get home, sometimes more. I was not prepared to stay that long. I asked the serviceman if he could come the next day. He could not as he had another job to do, so we agreed on Thurs. at 1:30 pm. I knew that I could not personally be here on Thursday, but our church secretary would be here. I contacted her before the serviceman left to make sure that she could be at the church at 1:30 pm. She said she could. On Thursday, July 3, the serviceman didn't arrive until after 3 pm. The secretary and I stayed in contact with one another via text messaging while the serviceman was there and he was done in half an hour. I have the phone text records to prove a timeline, if necessary. She was quite angry about what they had charged us for how short a time he had been there to correct the problem. I told her not to worry that I had called Gillece to have them redo the bill. Which I did, I called the main number that I had immediately, was transferred and left a voice message with a woman by the name of [redacted]. On several phone calls back the following week, I was transferred instead to [redacted].

Fact three, the follow-up:

Mr. [redacted] and I played phone tag for several days before we spoke in person on the phone when I asked him about getting a revised bill based on the work that was done and the time involved. This is when Mr. [redacted] explained to me that Gillece Services does not offer hourly rates, but flat rates for jobs done. I did tell him that the serviceman had indeed quoted to me how long it would take and that it had only taken 1/2 hour to perform the job. That is when Mr. [redacted] said that he would review the file and get back to me and said, "Understand it won't be in ten minutes, I probably won't get back to you until tomorrow." We hung up. I did not receive a call from him the following day and called him the day after. That is when he repeated the way Gillece works and offered me a 15% discount. He did not offer the discount to me because he “felt” for me. He knew nothing about the source of the clog at this point.

Fact four, comparable services:

Gillece likes to compare their services to physicians (they provide a brochure which compares the two), but let's look at a more comparable service. When I take my car in to be worked on and explain to the technician what I think the problem might be, they say that it will cost a certain amount of money to do a diagnostic on the car. Based on the information they get back they say that it could be this or that and it will cost an amount. Sometimes, once the technician gets in there they find that it was only something simple and they are done. For example; they do not charge me $1200 for a new radiator, but rather they charge me the cost of a hose and the amount of time it took to fix it. That's what I expected from another service company like Gillece.

Now, the sidebar issue:

I won’t even address this as it is just a smoke and mirrors tactic and downright bullying tactic to shift the nature of a very valid claim against the business practices of this company.

Business

Response:

Dear Revdex.com,

Thanks for allowing us to replay to this matter. As I stated in the first reply this is a price matter. We are a flat rate pricing company, non of our paper work states time frame for work. The customer is now complaining about the price, nothing else. Please remove this from our records.

Review: Gillece said they would be here before 2 pm. A technician showed up at 6:30 pm and I told him you were supposed to be here before 2 pm. I told him what we wanted (a couple wires running from the eve of the house to a detached garage, above ground) and he spent a few minutes looking and came back and told me a price of $579.24. I asked why so much? He said because it is live wires and it is dark and I'm doing it in the rain. I told him again that he was supposed to be here before 2 pm and I can turn off the circuit breaker so they weren't live wires. He went to his truck and "talked to a supervisor". He came back with a price that was $454.24. I said that was still too expensive just for disconnecting two lines. He said well, there is still the visit fee. He then said that I had to sign his receipt. I looked at it and the signature would agree to the work listed, which was the price now of $454.24. I said no I'm not going to sign this as it gives you permission for the work. He said ok, well there is still the site fee of $65. They use aggressive and intimidating tactics and I feel like I paid them $65 to go away. In hindsight I feel like it was a tactic that was used late in the day to get $65 for a drive to someone's house.Desired Settlement: Because of the intimidation involved I would like a refund of the site visit fee. I really felt intimidated to pay them the $65 just to get them to leave.

Business

Response:

Our goal is to perform service work for our customers. However not all customers see value in having work perfomed by our company. We however are not in the business to collect service fees, as its not very econimcal to do so. We have began the process to refund the service fee to the customer. We hope to service them in the furture for any of their needs.