I am responding to the letter dated 6-5-regarding ID #*** Your letter states that you had attempted to contact us about this complaint according to your records, however this is the first letter we have seen so I apologize if it was misplaced. B & S Plumbing & Heating,
Incwas called out for an emergency water leak on 12-11-by Ms***y for a rental property located in ***, IN. At the time the call was placed, we did not know what was leaking. We were told that there was a big water leak and they needed a service tech sent on overtime due to the amount of water on the floor. Ms***y was informed that it would be at the overtime rate and she approved the call at that time. Our tech arrived on site and found that the expansion tank for the well was leaking and in need of replacement. We informed the tenant (which is her daughter I believe) that we would have to locate the parts the next morning due to the fact it was late in the day and the supply houses were closed. Our tech went to the local supply house the next morning to locate the parts needed to fix the problems. Ms***y never asked for an estimate to be given before replacement. We did not hear from Ms***y again until the email she sent to Luke S*** in our office on 1-7-(attached). She was questioning the cost of the repairs on the bill that was mailed to her. I responded to her email within an hour with the breakdown of costs incurred (attached). At this time she never stated she was having problems with our installation, but in her letter to you she states that she started having problems within a couple days? We did not get a response from Ms***y after we sent the breakdown to her in the email. We then heard again from her on 2-12-stating she didn’t think the tank was working correctly (at this time, months had passed since we had replaced the expansion tank and we still had not been paid. Our terms are net 30.) We told her we would go ahead and send the tech out to see what he could find. At that time, he adjusted the pressure in the well tank up a small amount and checked the operation. He said it kicked on and off just as it should and could not find any issues with the operation. Ms***y called again on 2-23-still saying she didn’t think it was working correctly. She said she had read on the internet and spoke with her well guy and was sure it was a bad pressure switch. I again sent the tech out to check the tank. Once again while we were there, everything was working properly. Our tech cycled the unit times with no problems. The tenant was home each time we came, and she told our tech that it had been doing that since she moved in. I’m not sure about the “yrs” that Ms***y mentioned in her letter, I just know that the tenant had mentioned it had been since she moved in. Since Ms***y was so set on the problem being in the pressure switch, our tech went ahead and put a new one on and everything was still working the same correct way. We are wondering if the problem exists when the tenant fills up the large horse troughs located on the property? Each time we have been there at Ms***y’s request, the material we installed has been in proper working order. We did not bill her for the extra trips (which are approxmin each way) or the pressure switch, which we feel should be billable since we found no issues each time. Ms***ys mentions her conversation with Sally S*** (the accountant) in her letter. Sally S*** is the owner (and a CPA) of B & S Plumbing & Heating along with her husband. She had to get involved with the customer due to the non-payment. She did not say we would not come out because we “lost money on the install”. We would not have lost any money on the original install. We DID go back the first times at Ms***ys request to try to satisfy the customer, but did refuse to go back another time to find it a waste of time and money. Ms***y then chose to hang up on Sally. We sent Ms***y an original invoice with the breakdown of material, tax and labor (attached). This is our common practice with all customers. I also broke the time out in the email that is attached. We explained this to Ms***y time and time again with no avail, thus we filed the lien against the property in April. Ms***y has never been to the property while we were there, and I’m not sure if she herself has been there to see how the tank is functioning? We received a phone call within the last couple of weeks from a person that was looking to buy this rental property. He said that he was told that we had a lien against it and what would need to be done to get that lifted. I explained that we could not give him information regarding the lien, but it would have to be paid in full before we could lift it. I’m not sure if that is why Ms***y is now writing you, but we feel that we have tried to please her to the best of our ability with no success. We stand behind our work, and feel confident we have taken the correct measures to verify our job is complete and are due the payment in question. Thank you, Staci M***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]They have provided fact and fiction. They have Never provided me with a breakdown of costs or copies of the service tickets although I have requested them 4 times. they also have not provided me with the owner's manual for the new tank they installed. And yes, the accountant did say they had lost money and would not come to the property again to address the issues and I did not hang up on her. I am mailing them a check to pay them in full on 6/16/15 to put an end to this and have the lien released. We shall see how quickly they do that but based on their dishonest practices, they will probably have to be reminded countless times. My selling the property has nothing to do with their service nor lack of service nor my complaints nor the lien. It is true I was never there when the tech came as I live in Indpls which takes over an hour to get to [redacted] and I worked at the time.I am through with this company and would never recommend them. After over 30 years of doing business with them professionally, it is a huge disappoint to me that I have found out what type of company they truely are when dealing with them as an individual. I expected more from them.
Regards,
[redacted]y
I am responding to the letter dated 6-5-regarding ID #*** Your letter states that you had attempted to contact us about this complaint according to your records, however this is the first letter we have seen so I apologize if it was misplaced. B & S Plumbing & Heating,
Incwas called out for an emergency water leak on 12-11-by Ms***y for a rental property located in ***, IN. At the time the call was placed, we did not know what was leaking. We were told that there was a big water leak and they needed a service tech sent on overtime due to the amount of water on the floor. Ms***y was informed that it would be at the overtime rate and she approved the call at that time. Our tech arrived on site and found that the expansion tank for the well was leaking and in need of replacement. We informed the tenant (which is her daughter I believe) that we would have to locate the parts the next morning due to the fact it was late in the day and the supply houses were closed. Our tech went to the local supply house the next morning to locate the parts needed to fix the problems. Ms***y never asked for an estimate to be given before replacement. We did not hear from Ms***y again until the email she sent to Luke S*** in our office on 1-7-(attached). She was questioning the cost of the repairs on the bill that was mailed to her. I responded to her email within an hour with the breakdown of costs incurred (attached). At this time she never stated she was having problems with our installation, but in her letter to you she states that she started having problems within a couple days? We did not get a response from Ms***y after we sent the breakdown to her in the email. We then heard again from her on 2-12-stating she didn’t think the tank was working correctly (at this time, months had passed since we had replaced the expansion tank and we still had not been paid. Our terms are net 30.) We told her we would go ahead and send the tech out to see what he could find. At that time, he adjusted the pressure in the well tank up a small amount and checked the operation. He said it kicked on and off just as it should and could not find any issues with the operation. Ms***y called again on 2-23-still saying she didn’t think it was working correctly. She said she had read on the internet and spoke with her well guy and was sure it was a bad pressure switch. I again sent the tech out to check the tank. Once again while we were there, everything was working properly. Our tech cycled the unit times with no problems. The tenant was home each time we came, and she told our tech that it had been doing that since she moved in. I’m not sure about the “yrs” that Ms***y mentioned in her letter, I just know that the tenant had mentioned it had been since she moved in. Since Ms***y was so set on the problem being in the pressure switch, our tech went ahead and put a new one on and everything was still working the same correct way. We are wondering if the problem exists when the tenant fills up the large horse troughs located on the property? Each time we have been there at Ms***y’s request, the material we installed has been in proper working order. We did not bill her for the extra trips (which are approxmin each way) or the pressure switch, which we feel should be billable since we found no issues each time. Ms***ys mentions her conversation with Sally S*** (the accountant) in her letter. Sally S*** is the owner (and a CPA) of B & S Plumbing & Heating along with her husband. She had to get involved with the customer due to the non-payment. She did not say we would not come out because we “lost money on the install”. We would not have lost any money on the original install. We DID go back the first times at Ms***ys request to try to satisfy the customer, but did refuse to go back another time to find it a waste of time and money. Ms***y then chose to hang up on Sally. We sent Ms***y an original invoice with the breakdown of material, tax and labor (attached). This is our common practice with all customers. I also broke the time out in the email that is attached. We explained this to Ms***y time and time again with no avail, thus we filed the lien against the property in April. Ms***y has never been to the property while we were there, and I’m not sure if she herself has been there to see how the tank is functioning? We received a phone call within the last couple of weeks from a person that was looking to buy this rental property. He said that he was told that we had a lien against it and what would need to be done to get that lifted. I explained that we could not give him information regarding the lien, but it would have to be paid in full before we could lift it. I’m not sure if that is why Ms***y is now writing you, but we feel that we have tried to please her to the best of our ability with no success. We stand behind our work, and feel confident we have taken the correct measures to verify our job is complete and are due the payment in question. Thank you, Staci M***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]They have provided fact and fiction. They have Never provided me with a breakdown of costs or copies of the service tickets although I have requested them 4 times. they also have not provided me with the owner's manual for the new tank they installed. And yes, the accountant did say they had lost money and would not come to the property again to address the issues and I did not hang up on her. I am mailing them a check to pay them in full on 6/16/15 to put an end to this and have the lien released. We shall see how quickly they do that but based on their dishonest practices, they will probably have to be reminded countless times. My selling the property has nothing to do with their service nor lack of service nor my complaints nor the lien. It is true I was never there when the tech came as I live in Indpls which takes over an hour to get to [redacted] and I worked at the time.I am through with this company and would never recommend them. After over 30 years of doing business with them professionally, it is a huge disappoint to me that I have found out what type of company they truely are when dealing with them as an individual. I expected more from them.
Regards,
[redacted]y