InterCity Plumbing and Heating

We went to see customer and worked with customer and manufacture regarding this matter. We advised customer that he should contact manufacture to get condenser replaced under warrant from manufacture. This was not a possibility for which we were not made aware. Then we tried to get possible parts... for condenser under warranty. This was also not possible at that time so we paid for these pats out of pocket due to the fact that the customer was emphatic about getting it done immediately, but never said why. . Because the parts had to be ordered direct from manufacture there was quite a bit of time that it took to get these parts (3 separate times & items were ordered as per the manufacture suggesting that it MAY fix but with no guarantees) We replaced several parts including compressor & entire mother board 2 different times. Each time the entire replaced parts and condenser would burn out and would have to be replaced. We advised customer before repair that this may not work and he should just replace condenser, which is what we said each and every time before we did the replacements or ordered parts. He did choose to NOT do this as he didn’t want to spend the money. We also found out after the fact the customer withheld the information for the reason for the condenser not being replaced is because the unit was damaged during hurricane sandy AND they had sold their home and were required to get this fixed. When we advised customer that our tech was about to replace parts for second time to try to accommodate him he because irate that he had to pay the balance due to us. He became verbally abusive with our staff, using inappropriate language. His wife called us and we advised her that the lan guage used was inappropriate and we had always given the option of replacing condenser which her husband refused and she was not aware of this and apologized. We mailed him back his old parts at his request. The communication gap, if any, between our technician and manufacture should have no bearing as customer spoke to manufacture himself and could not get his way, now faulting our company and technician. No refund is due as we are still owned money for this job that we spent several days of man hours trying to fix and parts were paid for

We did said repairs as customer requestedCustomer began to threaten and berate our employees with foul language and told us to never come to her home again once we completed the workWe did not hear from customer again until 7/*/regarding possible problemWhen we told the customer that we do
warranty our work and advised her that she specifically instructed us to never come back to our home she again used foul language and hung up on usWe do not want to ever expose our staff to threats or foul language at any time as I am sure a customer would expect the same of our staffWork was preformed and no refund is due

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Absolutely NOT trueI accepted the unlicensed plumber assistant's APOLOGY for his admitted SLIP and DAMAGE of my propertyI then paid him for his service.Never did I abuse or berate his employeeThis company is just a disgrace and does NOT stand by their work.AFTER IMMEDIATE replacement parts within the FIRST day with the unlicensed plumber assistant he had to replace a part AT MY EXPENSE as he gets paid by the HOUR and a few days after when the Owner came to replace SECOND said piece and then blamed the Manufacturer in the same weekHe can NEVER return for the LIES they gave in response to PHOTOS showing the DAMAGE they caused. No they will never work here again. *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** & *** ***

We went to see customer and worked with customer and manufacture regarding this matter. We advised customer that he should contact manufacture to get condenser replaced under warrant from manufacture. This was not a possibility for which we were not made aware. Then we tried to get possible parts...

for condenser under warranty. This was also not possible at that time so we paid for these pats out of pocket due to the fact that the customer was emphatic about getting it done immediately, but never said why. . Because the parts had to be ordered direct from manufacture there was quite a bit of time that it took to get these parts (3 separate times & items were ordered as per the manufacture suggesting that it MAY fix but with no guarantees) We replaced several parts including compressor & entire mother board 2 different times. Each time the entire replaced parts and condenser would burn out and would have to be replaced. We advised customer before repair that this may not work and he should just replace condenser, which is what we said each and every time before we did the replacements or ordered parts. He did choose to NOT do this as he didn’t want to spend the money. We also found out after the fact the customer withheld the information for the reason for the condenser not being replaced is because the unit was damaged during hurricane sandy AND they had sold their home and were required to get this fixed. When we advised customer that our tech was about to replace parts for second time to try to accommodate him he because irate that he had to pay the balance due to us. He became verbally abusive with our staff, using inappropriate language. His wife called us and we advised her that the lan guage used was inappropriate and we had always given the option of replacing condenser which her husband refused and she was not aware of this and apologized. We mailed him back his old parts at his request. The communication gap, if any, between our technician and manufacture should have no bearing as customer spoke to manufacture himself and could not get his way, now faulting our company and technician. No refund is due as we are still owned money for this job that we spent several days of man hours trying to fix and parts were paid for

Review: I hired this company to repair my [redacted] ductless air conditioning units. They visited me 3 times and charged me $1000 without fixing the issue. They took some parts with them and I was forced to call them at least 10 times to get my part back and then hire a new company to actually fix the problem. I like to get my $1000 back from them. I like this company to full refund. Their technician called [redacted] technical support and they [redacted] support has informed me that the technician hired did not understand them and they could not communicate with them. I was told by this company that they would charge me additional $1200 to work on the unit, without any guarantee that the issue will be fixed.Desired Settlement: I like to get a full refund of $1000 since my problem was not solved by them and the unit was damaged by their actions and cost me more money to get t fixed.

Business

Response:

We went to see customer and worked with customer and manufacture regarding this matter. We advised customer that he should contact manufacture to get condenser replaced under warrant from manufacture. This was not a possibility for which we were not made aware. Then we tried to get possible parts for condenser under warranty. This was also not possible at that time so we paid for these pats out of pocket due to the fact that the customer was emphatic about getting it done immediately, but never said why. . Because the parts had to be ordered direct from manufacture there was quite a bit of time that it took to get these parts (3 separate times & items were ordered as per the manufacture suggesting that it MAY fix but with no guarantees) We replaced several parts including compressor & entire mother board 2 different times. Each time the entire replaced parts and condenser would burn out and would have to be replaced. We advised customer before repair that this may not work and he should just replace condenser, which is what we said each and every time before we did the replacements or ordered parts. He did choose to NOT do this as he didn’t want to spend the money. We also found out after the fact the customer withheld the information for the reason for the condenser not being replaced is because the unit was damaged during hurricane sandy AND they had sold their home and were required to get this fixed. When we advised customer that our tech was about to replace parts for second time to try to accommodate him he because irate that he had to pay the balance due to us. He became verbally abusive with our staff, using inappropriate language. His wife called us and we advised her that the lan guage used was inappropriate and we had always given the option of replacing condenser which her husband refused and she was not aware of this and apologized. We mailed him back his old parts at his request. The communication gap, if any, between our technician and manufacture should have no bearing as customer spoke to manufacture himself and could not get his way, now faulting our company and technician. No refund is due as we are still owned money for this job that we spent several days of man hours trying to fix and parts were paid for

Review: In initial consultation with InterCity Plumbing the plumber determined the leak was from the shower body in the upstairs shower and scheduled the repair for 10/**/2014. The plumber's assistant, not a master plumber, came broke up more tiles than needed and apologized for sliping and breaking extra tiles. He had trouble with the first shower body being defective and had to get another one. We called and complained to the owner about the shotty work, the 11 additional tiles broken and the diverter/spout leaking and he all he did was replace the diverter/spout. When we complained about the same leak as we had before the Intercity Plumbing "repair" we were told that they do not guarantee their work.Desired Settlement: Since I spent $639.91 for poor/defective product and work that now must be redone by a reputable company we should be given a refund.

Business

Response:

We did said repairs as customer requested. Customer began to threaten and berate our employees with foul language and told us to never come to her home again once we completed the work. We did not hear from customer again until 7/*/15 regarding possible problem. When we told the customer that we do warranty our work and advised her that she specifically instructed us to never come back to our home she again used foul language and hung up on us. We do not want to ever expose our staff to threats or foul language at any time as I am sure a customer would expect the same of our staff. Work was preformed and no refund is due.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Absolutely NOT true. I accepted the unlicensed plumber assistant's APOLOGY for his admitted SLIP and DAMAGE of my property. I then paid him for his service.Never did I abuse or berate his employee. This company is just a disgrace and does NOT stand by their work.AFTER 2 IMMEDIATE replacement parts within the FIRST day with the unlicensed plumber assistant he had to replace a part AT MY EXPENSE as he gets paid by the HOUR and a few days after when the Owner came to replace SECOND said piece and then blamed the Manufacturer in the same week. He can NEVER return for the LIES they gave in response to PHOTOS showing the DAMAGE they caused. No they will never work here again. [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

[redacted] & [redacted]