H. Jack's Plumbing & Home Comfort Co of Jamestown, Inc.

I am writing this letter in response to the complaint mailed to us last week from one of our customers,ID# ***Included in this letter is the truth as I remember it in regards to the circumstances whenwe provided service to this customerHJacks Plumbing & Heating Co., of Celoron, NY was called to the customer's home on that day in questionWe were called to the home for a "no heat" situation, met with the customer, and then proceeded to access the situationWe started by cycling the furnace with thermostat, and found that the unit was working and going through the proper cyclesDuring this process of cycling the unit multiple times, the furnace never missed a cycle and appeared to be working fineBecause there was buildup on the flame sensor, it was pulled and cleaned, reinstalled, and then we recycled unitWhile reassessing the furnace, we inspected the Djurnalin motor and found It to be working fineDuring our inspection we noticed that hot water wasn't tied into venting system and was venting out a window.Informed Customer that vent was illegal and performed C/O test and found there to be small amounts of carbon monoxide when unit was runningAdvised Customer of (2) options: 1) Run new B vent to the roof and tie into existing hot water tank2) Install power vented hot water tankExplained to Customer that the cost of B vent to roof would be same cost of power vented hot water tank and that B vent could be knocked down due to area of home and weather in her areaBy going with the power vent she would get a new tank and solve venting issues at the same timeThe Customer agreed to new tank and stated that she was happy she wouldn't have to deal with the venting issue againAt this point we set the job up for the next day and took a deposit of $towards the total cost of the jobLater that afternoon Customer called and stated furnace was down again, but didn't want us to come out as she had another heat source that would work till the next dayUpon arrival the next day, we removed existing tank and the illegal ventDuring the whole process of installing the hot water tank, the furnace was running and cycling property, and found no fault with how it was runningCustomer was on site during beginning of tank installation and knew furnace was workingWe finished job and again cycled furnace multiple times and found that it still was running fineThe Owner/Customer was no longer on site, so we contacted her, and informed her the furnace had not shown any issues while we were there and that the water tank install was finishedCustomer stated that she would come into office the next day to pay remainder on billLater that night Customer called and stated furnace was out againOffered to come out and Customer again stated she had other sources of heatShe then asked what could be causing problemI then told her that it could be multiple issues, or it could be the Djurnalin motor, that it washard to say at that point because the unit had always been working when we were on siteAt this point the Customer agreed for us to return in morningThe next morning the Customer called in and told us not to come out- that she had called another company and they came out and fixed furnace (she did tell us that they found a loose wire)She then stated would be in after 2:00pm that afternoon to pay bill for hot water tankThe Customer arrived later in afternoon with her bill and spoke with office manager and another technician that was on site, asking questions in regards to the job that was done at her homeI arrived on location while Customer was on siteThe Customer then proceeded to leave without paying her billI followed her out to her car and asked her if she was going to pay billShe then got very nasty and stated she wanted a breakdown of the work doneI offered her the break down right there and then, and she refused to listenShe then stated she wanted work inspected by another companyI agreed to mail her a break down, but asked that bill be paid within three day, and at that time she agreedI had a breakdown written up and mailed out to her that dayWe have heard nothing back fromthe Customer until this complaint came from your office. As a company we feel we provided everything the Customer asked for and agreed toWhen the customer signs the invoice with the estimate for the cost of the job described above, that is a contract between the customer and would not do the job if she had not signed and therefore agreed to that contractAt no point did we charge her for any service on the furnace, only for the work done with the hot water tankAll we ask for is that we be paid for the work that was performed and that she agreed toWe do feel that had she given us the opportunity to reassess the furnace, we could have found the problem and fixed it for her when the furnace wasn't in working orderSincerely, *** *** General Manager HJacks Plumbing & Heating Co

Thank you for forwarding Complaint ID# *** to my attention. We have contacted the customer, *** R ***, directly and resolved his complaint to his satisfaction. We request that this complaint is not reflected on our New York Revdex.com RatingThank you again for your
consideration. Best Regards, John Langer President H.Jack's Plumbing & Heating Co

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint This matter is not resolvedRegards, *** ***
Several things in this companys' response are misleading, distorted or simply not true *** says in his response that they discovered "small amounts of CO" When they were here and waving their CO detector around it read at *** said that the reading on the detector "Is not good and should be zero tolerance" They knew at that time my fears of CO poisoning since I had foolishly told them that yrs ago I almost died from CO poisoning when my hot water tank went bad They played on that fear to induce me by fear to sign a contract for a new hot water tank that I did NOT need In the companys' response to complaint *** says "the B vent would be the same cost as power vented" But that's not what he told me When I asked for his "professional" opinion about the cost of options of B vent vspower vented hot water tank he told me the B vent would cost "as much as or more than the power vented hot water tank" and he strongly recommended going with the power vented hot water tank Also in this companys response *** states that if I had given them the "opportunity to reassess the furnace..." They had several opportunities to fix the furnace- from the first time I called them to do just that to the next three days of calling them when it quit working every single day Apparently they did not have the equipment or knowledge to find and fix the three problems it did have The outfit I ended up calling at 8:at night as an emergency of no heat had no problem finding what was not working properly with the proper equipment and knowledge and fixing it very quickly In this companys response *** said that I got "nasty" when leaving their place of business I had stated my piece and they were talking amongst themselves so I walked out the door He was outside in a flash and asking "When am I gonna get my money?" and it frightened me how quickly he must have moved from the far end and inside of the building to out the door and coming at me My car was between us and I got in quickly and left As I said in my first complaint, I signed a contract under pretext explained above They were supposed to fix a furnace, instead they frightened me into letting them install a hot water tank I DID NOT NEED, left me with a broken furnace and a higher electric bill to pay because of a power vented hot water tank and now they want me to pay an outrageous amount of money for the privilege of being subjected to their shady and unscrupulous business practices

Thank you for forwarding Ms***'s complaint (ID ***) to my attention. In August of 2014, we provided Ms*** a quote (Invoice #*** I Attachment A) for a sewer line / excavation projectThe work was performed in a safe, efficient, and professional mannerUpon completion, and
per request, a warranty was provided on all service, workmanship, and material (Attachment B). Since that time, we have returned to the *** residence multiple (4-5) times to address landscaping and mechanical issues that were well outside of the scope of the work agreed upon back in August These visits and service were provided to Ms*** as gestures of goodwill and at no additional expense / cost to the homeownerThe amount of time invested in this project far exceeds the quote and scope of service detailed in August ***, any assistance you could provide to bring this matter to an amicable closure would be much appreciatedPlease feel free to contact me directly at *** *** at your convenienceThank you, John Langer President HJack's Plumbing & Heating Co

Thank you for forwarding Ms***'s complaint (ID ***) to my attention. In August of 2014, we provided Ms*** a quote (Invoice #*** I Attachment A) for a sewer line / excavation projectThe work was performed in a safe, efficient, and professional mannerUpon completion,
and per request, a warranty was provided on all service, workmanship, and material (Attachment B). Since that time, we have returned to the *** residence multiple (4-5) times to address landscaping and mechanical issues that were well outside of the scope of the work agreed upon back in August These visits and service were provided to Ms*** as gestures of goodwill and at no additional expense / cost to the homeownerThe amount of time invested in this project far exceeds the quote and scope of service detailed in August ***, any assistance you could provide to bring this matter to an amicable closure would be much appreciatedPlease feel free to contact me directly at *** *** at your convenienceThank you, John Langer President HJack's Plumbing & Heating Co

Hi, I called Revdex.com # and was told you were handling my complaint so could email you with info/question I have. Didn't think to mention in complaint that I also had to pay another outfit to actually fix my furnace. I called *** plumbing & Heating and they came ThursJan22nd
evening for emergency call as I had no heat whatsoever at that time. That call cost me 130.00$ and they did get the furnace running. They returned Jan 27th Tuesday morning and completed repair. That cost was 334.59$. A circuit on the circuit board was no good, a relay switch needed replacing and a wire to the motor was replaced. Total I have paid to them is 464.59$ and I would like that amount deducted from the 900.00$ I have said I will pay for the new hot water tk. If HJack had fixed my furnace I would gladly have paid them to do it. Thank you, *** M***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.While I have no desire to blow this matter out of proportion, I would like the Revdex.com to know that I find HJack's response to my complaint egregious and insultingIf you take the time to read my complaint, it should be clear that while it's true I'm obviously troubled by HJack's approach to billing its customers, more than anything else I'm concerned about how I was treated by customer service personnel (see: the Nature of my Complaint: Customer Service Issues - The inappropriate behavior by customer service personnel.) If you review HJack's response to my complaint, you'll see that HJack's entire response is a clumsy attempt to justify its billing practices; nowhere does HJack's express even the faintest acknowledgment of my overarching concernMore aggravating still: instead of addressing the details of my complaint, HJack's has taken the opportunity to cherry pick comments I made which happen to cast the company in a favorable light ("skillful repair"; "professional and courteous service" etc.) I find this sort of PR maneuvering tiresome and offensive; this letter has only diminished my view of the company
This issue has already cost me a great deal of time and emotional distress, and at this point, I would like to move onI reject HJack's offer of a 10% refund, but also choose not to pursue any further settlement or resolutionI would prefer not to be contacted about this matter againIf anything good comes of this, perhaps HJack's will treat future customers with greater degrees of compassion and respectRegards, *** ***

Thank you for forwarding *** ***'s complaint (ID of ***) to our attentionWe contacted Mr*** directly and resolved his concerns to his satisfactionIf you need anything further please feel free to contact me at your convenienceHave a nice weekendRegards, John LHJack's
Plumbing and Heating Company

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I have been in touch with the owner of the business and he has offered an
acceptable settlement. Regards, *** ***

Dear ***, Thank you for taking the time to discuss *** ***’ complaint (ID #***) recently. Mrs*** paid a $deposit on a $1,plumbing project performed at her residence. Unfortunately, as of this time, Mrs*** refuses to pay anything further, although she enjoys the benefits of a new, professionally-installed, 40-gallon power vent hot water tank***, any assistance you could provide us regarding payment for services rendered, along with bringing this matter to an amicable resolution would be greatly appreciatedBest Regards,*** I spoke with *** on 3/10/on the phone and he is willing to accept an additional payment of $from the consumer as payment in full for this jobThis is a 25% discount on the jobWe are making this offer as a gesture of good will to resolve this complaint prior to commencing collection proceedings

*** stated she is still willing to pay the additional $to pay off the balance of the hot water tank as originally offered

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.While I have no desire to blow this matter out of proportion, I would like the Revdex.com to know that I find HJack's response to my complaint egregious and insultingIf you take the time to read my complaint, it should be clear that while it's true I'm obviously troubled by HJack's approach to billing its customers, more than anything else I'm concerned about how I was treated by customer service personnel (see: the Nature of my Complaint: Customer Service Issues - The inappropriate behavior by customer service personnel.) If you review HJack's response to my complaint, you'll see that HJack's entire response is a clumsy attempt to justify its billing practices; nowhere does HJack's express even the faintest acknowledgment of my overarching concernMore aggravating still: instead of addressing the details of my complaint, HJack's has taken the opportunity to cherry pick comments I made which happen to cast the company in a favorable light ("skillful repair"; "professional and courteous service" etc.) I find this sort of PR maneuvering tiresome and offensive; this letter has only diminished my view of the companyThis issue has already cost me a great deal of time and emotional distress, and at this point, I would like to move onI reject HJack's offer of a 10% refund, but also choose not to pursue any further settlement or resolutionI would prefer not to be contacted about this matter againIf anything good comes of this, perhaps HJack's will treat future customers with greater degrees of compassion and respectRegards, *** ***

Mr***’s residence in Westfield, NY is approximately one (1) hour away from either our Pennsylvania or New York locationsBecause of Westfield’s population, around 3,residents, and location, the area has a shortage of service providers in general. It becomes even more difficult for
residents when an urgent plumbing or heating emergency arises at their residence. Over the years, we have built a small but loyal customer base in the area that have been accustomed to the level of “skillful repair” and “professional and courteous service” Mr*** eluded to in his complaintHowever, the upfront pricing quoted to Mr*** also must take into consideration both the travel and Saturday overtime we are obligated to pay our plumbers. We had five (5) hours invested into the total project for this repair. The difference in material cost between brass and plastic piping, for this particular repair, did not equate with the amount of additional time expense incurred on our behalf, due to very limited supply house options in the region. Regardless of the preferred material used, Mr*** still is one hundred percent (100%) covered under the HJack’s warranty on all service, workmanship, and material we provided on site***, as a gesture of goodwill and in an attempt to retain Mr*** as a customer, we would like to offer a 10% refund ($44.00) on services rendered Saturday April 11, to be applied to invoice #*** (Attachment A)Thank you for your assistance in this matterBest Regards, *** *** President HJack’s Plumbing & Heating Co