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Horn Plumbing and Heating Incorporated

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Reviews Horn Plumbing and Heating Incorporated

Horn Plumbing and Heating Incorporated Reviews (5)

April 7, 2015To Whom It May Concern:
Horn Plumbing & Heating, Incwas called on 10/07/for service to be performed on a heating and air conditioning system by *** *** ***, ** *** ***, Malvern, PA*** *** was selling his home and needed the
heating System inspected for purposes unknown to Horn Plumbing & Heating, IncOur technician was scheduled to be there at 8:am, 10/08/The HVAC technician performed the inspection as requestedHe found a problem with one of the furnace burner tube in the heat exchanger which he would need to repair*** ***, who manufactured the furnace, were notified and a new heat exchanger was suggested, and it would be provided under Warranty*** *** equipment has a year parts warrantyNo labor is covered.The part arrived on 10/13/and the repair was schedule with *** *** for 10/22/The technician made the repair which involved hours of labor*** *** was billed for $labor and was not charged for the warranty part, which was $1,credit (copy of invoice provided)(The repair and payment was for the customer named *** ***, who was the property owner at that time.) Horn Plumbing & Heating, Inchad no dialogue or contact with *** *** *** on those dates as she has stated.On 1/26/2014, Horn Plumbing & Heating, Increceived a phone call from *** *** *** for the address of ** *** ***, Malvern, PAin reference to no heat in the homeA technician was dispatched and found the emergency switch at the top of the steps was shut offThe technician turned the Switch to the unit to the “on” positionHe checked the furnace operation to make sure that the unit was workingA service charge of $was billed to the customer and paid on 12/15/(copy of invoice is provided)On March 27th around 7:pm, Horn Plumbing & Heating, Increceived a call through our answering service (after hours) from *** *** ***, ** *** ***, Malvern, PA that she was having a heating issue and needed a technician to call herOur technician on call returned *** ***'s phone callHe told *** *** that he could come out that evening and gave her the fee of $202.50, which is our company’s over time fee*** *** explained the problem that she was having and then told our technician that she was not paying the service feeShe said that we had previously worked on the heating systemThe technician then contacted me, Todd H***, owner, asking that I contact the customer, as per the customer's requestI called *** *** and explained to her that I could send the technician out to check the unit but there would be a charge of $** *** repeatedly stated that she would not pay for a service callI then gave her the option of us coming out first thing in the morning to check the problem, at no charge, and would warranty any repairs previously performed by Horn Plumbing & Heating, Inc*** *** found that to be unacceptable and became Very agitated with meI assured her that we would perform any repairs under warrantyIf the repairs were a new problem, she would be given a quote prior to the repairI also explained the possibility of not having parts available*** *** became more frustrated and told me that was unacceptable and she wanted service immediately, again stating that she would not pay a Service feeI told *** *** without payment at the time of Service we would not come out that night but, would come out at no charge in the morning to check for the problemThis was explained to her several timesShe then called me an “*** ***' and hung upHorn Plumbing & Heating, Inctried to work with *** *** in a professional manner regarding her heating problemThe previous services had been performed under the request of *** ***, at no time during the phone conversation with *** *** did she mention that *** *** was the customer we did the work for on 10/07/and 10/22/There was never any contact with *** *** except for the service call on 1/26/Therefore, Horn Plumbing & Heating, Incconsiders this matter with *** *** *** to be a closed and will provide no refundsAnd in adding, invoices were paid by *** ***, not *** ***Note: In *** ***'s letter to the Revdex.com she states that the furnace repair was that the intake and exhaust piping were the problem by not allowing enough air circulation for the furnace to operate correctlyThis work was not performed as part of the repairs Horn Plumbing & Heating, Incperformed on 10/07/2014, 10/22/and 1/26/Our repairs are clearly stated in the enclosed documentationCordially,
Todd H
Owner

July 18, Re: ID of ***To Whom It May Concern:I am responding to your letter of July 8, The customer said that she would be home all dayWe told her that we would arrive at her house between 12:and 2:pm that dayOur technician arrived at the home
within the designated time only to find another company was thereThe customer should have called Horn Plumbing & Heating, Incto cancel the call when she got another company to come outIn our effort to settle this disagreement in a timely manner, we will adjust off the $service charge and would appreciate it if she would not call our company again

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Can we please request Horn Plumbing to send me an updated/corrected/cancelled invoice showing that the invoice was corrected
Thanks for the help in getting the matter resolvedRegards, *** ***

April 27, 2015To Whom It May Concern:
The first part of [redacted]’s statement claims that our March 27, 2015 conversation is that I knew that we had done work for her on the heating system in her home. That statement is false. I had no records at that time, as it was a Friday night at 7:45pm. I was never given the proper information from her that the repair was made for the previous owner, [redacted]. [redacted] acted like the work had been performed for her. The inspection and repair was for [redacted]. Never was that discussed with me that night.
The repairs performed by ** [redacted] have no relevance to the service call on 1 1/26/2014 performed by my company. The exhaust piping and intake piping that she said needed to be repaired were not the issues at the time of service. Also, if they were installed improperly from the original installation, the inspection by the home inspector or the township would have turned the installation down before receiving an occupancy permit and made the original heating contractor reinstall the piping in compliance with manufactures specifications.
[redacted] also never contacted our company for a noise problem with her heating system. She only called for service of a no heat problem on 11/26/2014, which was in fact resolved with a service call on the same day.
[redacted]’s conversation on March 27, 2015 was one of accusation towards our company for her furnace problem. I more than tried to reason with her attitude in the conversation. The problem was not being avoided by Horn Plumbing & Heating, Inc., if that were the case we would have never called her twice at 7:45 pm Friday evening March 27, 2015. The conversation continued to be loaded with accusations and demands from her. The decision was made by me to have a lead technician to inspect the problem the following morning for free of charge. [redacted] found that unacceptable and it was my decision to end our conversation after her profanity was used. Horn Plumbing & Heating, Inc. no longer will address this issue and will consider this issue closed.
Thank you,
Todd H.  Co-Owner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because Mr. Horn's response is inaccurate as well as is providing false statements.
First, the home inspection found the heating service not working which is why Horn Heating and Plumbing service was requested. As Mr. Horn stated in his original response, his service was requested to inspect the heating service (as he says, for reasons unknown to him). Horn Heating and Plumbing identified an issue but either did not identify the issue of the intake and outtake pipes being misplaced or, his service technician moved them when doing the inspection. Either way, it is Horn Plumbing and Heating that did the service and did not fix the problem or correct the issue that his technician may have caused.
Second, the call on 11/26/2014 included a statement in the receipt saying that the heating system was checked and concluded to be in working order. The technician only ran downstairs and back up. If he had stayed even a 10 minutes he would have heard the noises. It would also have been noticed that the pilot light was struggling to stay lit (interesting that this was supposedly fixed when the same technician came to do the inspection and it wasn't fixed, supporting the lack of identification of the problems with the heating system).
Third, a response call from the technician to my call for service in March 2015 was cordial and that technician said that the service would need to be cleared by his boss, Mr. Horn. It is Mr. Horn who was a bully from the moment I answered his call. Not only did I provide Mr. Horn with the history of his company coming out to service the heater, I was calm about the discussion until being yelled at and lied to with continuous excuses of not servicing the system. These have already been stated in the complaint but as a reminder these statements included: "Your heating system must be really old and we have had one of the hardest winters ever" to which I replied, "The heating system is only 7 years old"; then, Mr. Horn saying, "Well we can check it next week some time", even stating the up to a week out, to which I replied, "You are going to leave me, a client of yours, without heat when it is expected to be 19 degrees for the next two days." Another comment that Mr. Horn made was, "Well, we don't even have the tools on the truck to repair the heating system", to which I replied, "So, you want to charge me a huge fee to come out to my house but you are now saying that you wouldn't even be able to fix it but you want to charge me for coming out?" It is at this time that Mr. horn said, "I'm hanging up now".
Mr. Horn is responsible for addressing the incomplete repair of the heating system as well is responsible for causing distress and being abusive to a client who was in need of service. It is not acceptable to have a company bully, lie and cheat his customers. It also appears to be a pattern that Mr. Horn's company yells at their clients when calling for return service when they don't fix the issue the first time (or second time) as mentioned below.
Based on [redacted] reviews of his company, it appears that I am not the only one who has been cheated:

Regards,[redacted]

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Address: 304 National Road Suite 100, Exton, Pennsylvania, United States, 19341

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