Keigley Plumbing

I called Keigley Plumbing, and set an appointment to repair my hot water heater Every time I've called in the past, the person who answers the phone to set up the appointment pulls up incorrect contact information for my address It's always the previous owner's information, and I have to tell them, "No That's not me I'm the new owner, and there's a different hot water heater." After that conversation, we set the appointment for a plumber to come on Friday morning, August 12th The plumber came that morning, and after about fifteen minutes came upstairs, embarrassed, and said they had sent the wrong part with him He was not happy He went outside and made a call to the office He came back inside my home, and told me that they did not have the correct part in stock He told me he would make calls and try to find the part at some other location/business He found the part at [redacted] Plumbing at *  [redacted] Avenue He took my credit card info, and told me the charge

I think that the homeowner should pay the invoice for service done at his house We charge $for the first 1/hourI was told that our staff did ask for the model and serial # but Regardless if our staff asked for the model and serial # of the hot water tank or not, the result would have been the same We go out and diagnose the problem with the tank and then order parts for it We just so happened to have a part in stock that we thought would fit but unfortunately did not It is still the same out come we did not have the part in stock The homeowner is not understanding that we do not carry every part for every hot water tank made We carry the universal parts only The part he needed was not a universal part that could have been replaced We do not order parts prior to going to the customers house because we need to diagnose the problem first to know which part is needed instead of ordering the wrong one I got the impression the homeowner was more upset because he thought we had ordered the wrong part for him because that was the first thing he complained about when he called our office when our service tech was at his house We provided the service of diagnosing what part was needed to repair the hot water heater and secured the part at a local supplier We even offered to return the same day to install it if customer picked up the part or the next day if we would have to order the part(our schedule was full for the day and did not have time to drive and get the part and return in the same day) This is standard service practice I understand that he had been without hot water for a few days and he was irritated but he took his anger out on our staff and by swearing at the person who answered the phone that day In my opinion if someone is swearing and clearly upset with our company I feel we should try to offer a solution but this homeowner was too upset to listen to anything our staff was trying to explain to himHe also said he would not pay for the labor for us to return so we refused to return to his houseI feel we did offer a professional service to him and he owes for that service

I called Keigley Plumbing, and set an appointment to repair my hot water heater Every time I've called in the past, the person who answers the phone to set up the appointment pulls up incorrect contact information for my address It's always the previous owner's information, and I have to tell them, "No That's not me I'm the new owner, and there's a different hot water heater." After that conversation, we set the appointment for a plumber to come on Friday morning, August 12th The plumber came that morning, and after about fifteen minutes came upstairs, embarrassed, and said they had sent the wrong part with him He was not happy He went outside and made a call to the office He came back inside my home, and told me that they did not have the correct part in stock He told me he would make calls and try to find the part at some other location/business He found the part at *** Plumbing at * ** *** Avenue He took my credit card info, and told me the charge

The homeowner is correct in the fact that we had the wrong model and serial number recorded in our records for his hot water heater.  I did ask him for this info when I set up his appointment, and he told me he didn't have it with him but it was the same as the last time we were there for a...

previous repair. I did not know our record was incorrect until our plumber was at his house.  Our plumber told him that he would locate the part that was needed for his tank.  Our plumber then called me to let me know that the homeowner was upset that we ordered and brought out the wrong part but that he located the correct part  at one of  our suppliers.  He had put the part on hold for him.  I then told our plumber to let the homeowner know that we could return today but since we are booked with other service calls that we would not have time to go pick up the part but the homeowner could do so if he wanted to( since it was Friday and we don't schedule service on the weekends and he would have to wait until Monday) Otherwise we would order it and have them send to us and return once we have the part. I told him to let him know that we would only charge for the labor on the return visit and not the full $95.00 which is our standard rate for the trip to the house and the first 1/2 hr of labor.  It would be $60.00 for the first 1/2 hr of labor for the return.  This is when the homeowner got very upset and called into the office.  He started off by swearing at me and said that I ordered the wrong part for his hot water heater and that he shouldn't have to pay for our mistake.  I said we did not order a part for you tank but took out available parts that we already had in stock. and before I could explain anything else to him ... he told me to be quiet and not to try to take over the conversation.  I then said nothing else and listen to him swear at me and say how bad of service we are giving and that he wasn't going to pay for us to return.  He then hung up.  I then called our plumber and told him to collect for the time he was there which came to $95.00 and leave.  A couple of hours later his wife calls and wants to know what time we are coming back out to install the part she just picked up.   I informed her that we would not be returning to her house due to her husband swearing at me when he called.  She then said well he was upset but we still need our tank repaired I told her we would not be returning to her house and that she could speak to my service manager if she liked and she said yes have him call me. I had our service manager call her and he told her that we would not be coming back to her house due to the way her husband treated the office staff .  I sent them an invoice because the credit card info that was given to my plumber at time of service would not go through. The amount of the service call came to $95.00 this was to diagnose the problem with the hot water heater and replace or order parts as necessary. If he would have let me explain at the time he called I would have told him that it is impossible to keep in stock every hot water heater part and that we order the part that is needed and usually can get it by the next day.  It so happened that [redacted] had (1) of these parts left in their stock and we would be happy to have them send it to us but since our service was fully booked for that day.. we just didn't have time to drive there to pick up the part and come back in the same day. I feel that he owes for the trip that we are charging for because we did diagnose the problem with his hot water heater and located the correct part for him without this he would not have know the part number or where to go and pick up the part. It is unfortunate that he let his temper/ foul language get the better of him that day or we would have been happy to return that same day and install the part.We decided to cut our lost and we did refuse to go back out to his house that same day due to the fact that he raised his voice, swore at me and informed me that he would not pay for the return service.  I am sorry we could not satisfy this homeowner.

She did not ask me for the information about the hot water heater when I called for the appointment.  She did not ask for the model number or anything else.She got the hot water heater information from out of date records they keep on the property address which also has the previous home owner's name.  She's trying to blame me for this.  It's not my fault.

I think that the homeowner should pay the invoice for service done at his house.  We charge $95.00 for the first 1/2 hour. I was told that our staff did ask for the model and serial # but  Regardless if our staff asked for the model and serial # of the hot water tank or not, the result would have been the same.  We go out and diagnose the problem with the tank and then order parts for it.  We just so happened to have a part in stock that we thought would fit but unfortunately did not.  It is still the same out come we did not have the part in stock.  The homeowner is not understanding that we do not carry every part for every hot water tank made.  We carry the universal parts only.  The part he needed was not a universal part that could have been replaced.  We do not order parts prior to going to the customers house because we need to diagnose the problem first to know which part is needed instead of ordering the wrong one.  I got the impression the homeowner was more upset because  he thought we had ordered the wrong part for him because that was the first thing he complained about when he called our office when our service tech was at his house.  We provided the service of diagnosing what part was needed to repair the hot water heater and secured the part at a local supplier.  We even offered to return the same day to install it if customer picked up the part or the next day if we would have to order the part. (our schedule was full for the day and did not have time to drive and get the part and return in the same day) This is standard service practice.  I understand that he had been without hot water for a few days and he was irritated but he took his anger out on our staff and by swearing at the person who answered the phone that day...  In my opinion if someone is swearing and clearly upset with our company I feel we should try to offer a solution but this homeowner was too upset to listen to anything our staff was trying to explain to him. He also said he would not pay for the labor for us to return so we refused to return to his house. I feel we did offer a professional service to him and he owes for that service.