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Kwik Serv Plumbing & HVAC

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Reviews Kwik Serv Plumbing & HVAC

Kwik Serv Plumbing & HVAC Reviews (4)

Response to [redacted] In response to Ms [redacted] note: Kwik Serv Plumbing was hired to repair the fin tube baseboard heating that was damaged in December due to freezing When Kwik Serv Plumbing was brought into the project all baseboard covers were not attached to the walls and there were two sections of fin tube that had ruptured due to freezing Since the system was empty (no water in the pipes) we were unable to determine the full extent of the damage That said, we presented Ms [redacted] a quote for repairing the original sections of fin tube and an alternate quote for an additional fin tube in the event the damage exceeded the one area she showed us Prior to hiring Kwik Serv Plumbing Ms [redacted] had ABC plumbing in the apartment, she was not satisfied with their price therefore she hired Kwik Serv Plumbing which was 30% less than [redacted] original quote Our quote and repair was limited to install the baseboard fin tube which normally goes on after the drywall but in this case it was an emergency because the village was going to fine her due to no heat in her unit Kwik Serv Plumbing gave Ms [redacted] an option for new covers but she declined and said her Handyman was going to take care of that after he installs the insulation and drywall She was never told the replacement of covers was includedMs [redacted] hired Kwik Serv Plumbing to do additional work in the bathroom by installing a new tub and drain system as well So we are a bit confused on her frustration of Ms [redacted] stating Kwik Serv Plumbing or [redacted] of Palatine slowed her project down She had a water loss due to a pipe break and also major mold damage because the water damage was not addressed fast enough She only hired [redacted] of Palatine to remove the wet contents and her handyman was taking care of the rest As of 03-20-her apartment was still under construction and her handyman said he had at least more weeks of work so the delay in installing the covers did not prevent rental of the unit Kwik Serv Plumbing & [redacted] of Palatine made Ms [redacted] aware of all costs before work was performed, we can supply pictures of the pre-intervention conditions as well as the repairs As for the covers yes, we did charge her to install the covers Originally her handyman was going to install the covers, but then changed his mindThe handyman was afraid of breaking the water pipes and said a plumber should do the installation of the radiator covers There was significant time involved in the installations of the covers The mounting plates were removed and required alignment and installation before the covers could be installedThe bowing of the pipes was corrected when the covers were installed If plumbing technicians are sent to her home on a separate trip to install covers then yes we charge for their time, we quoted the price before we started the work and Ms [redacted] approved the cost before we started the work We could not install the covers until the scope of the work was agreed to by Ms [redacted] When we installed the radiator covers that were on site, it was noticed two corners pieces were missingAfter looking at [redacted] of Palatine pre-intervention pictures we verified the two covers were missing before we started the job We also provided additional information to her insurance to assist in coverage of her claim We were told she would be reimbursed for the installation Ms [redacted] was provided the “Xactmate” file for the work provided by [redacted] That type of program is not used by the Plumbing industry so we were unable to provide that level of detail in the Kwik Serv quote That was explained to Ms [redacted] At this time, even though the work is complete, Ms [redacted] has not paid her bill of $ Kwik Serv Plumbing works very hard to provide excellent customer service and finds it very disappointing when a client is unhappy If you have any further questions please contact us, we appreciate your consideration [redacted]

Thank you Mr [redacted] for bringing this challenge to my attentionWith my most sincere apology I was not made aware of this service call and the facts behind it before reading your letter However, I can say we perform many second opinions for third party warranty companies and each have their specific rules on replacement equipment I have been in the service business for many years and, technicians do make mistakes Its human However what I do not condone is for a technician to cut down a fellow competitor, just not good business On another note, my office staff most likely played into his story about abusive language which lead them to cancel your follow up, because we have strict no service policies to customers who verbally of physically abuse our employees Again, I apologize if anything was taken out of context on our endLastly, we have concluded that the technician was not a good fit for our company and was recently terminated for a matter such as the one you experienced with a missed diagnosis, which I was made aware of early on In addition, I have discussed this situation with my staff and changed a few process to get situations like this in front of me faster I want to thank you for bringing this to my attention With Sincere Apologizes, [redacted] ***President Kwik Serv Plumbing

Response to [redacted] In response to Ms [redacted] note: Kwik Serv Plumbing was hired to repair the fin tube baseboard heating that was damaged in December due to freezing.  When Kwik Serv Plumbing was brought into the project all baseboard covers were not attached to the walls and there were two...

sections of fin tube that had ruptured due to freezing.  Since the system was empty (no water in the pipes) we were unable to determine the full extent of the damage.  That said, we presented Ms. [redacted] a quote for repairing the original sections of fin tube and an alternate quote for an additional fin tube in the event the damage exceeded the one area she showed us.  Prior to hiring Kwik Serv Plumbing Ms. [redacted] had ABC plumbing in the apartment,  she was not satisfied with their price therefore she hired Kwik Serv Plumbing which was 30% less than [redacted] original quote.  Our quote and repair was limited to install the baseboard fin tube which normally goes on after the drywall but in this case it was an emergency because the village was going to fine her due to no heat in her unit.   Kwik Serv Plumbing gave Ms. [redacted] an option for new covers but she declined and said her Handyman was going to take care of that after he installs the insulation and drywall.  She was never told the replacement of covers was included. Ms. [redacted] hired Kwik Serv Plumbing to do additional work in the bathroom by installing a new tub and drain system as well.   So we are a bit confused on her frustration of Ms. [redacted] stating Kwik Serv Plumbing or [redacted] of Palatine slowed her project down.  She had a water loss due to a pipe break and also major mold damage because the water damage was not addressed fast enough.  She only hired [redacted] of Palatine to remove the wet contents and her handyman was taking care of the rest.  As of 03-20-2017 her apartment was still under construction and her handyman said he had at least 2 more weeks of work so the delay in installing the covers did not prevent rental of the unit.  Kwik Serv Plumbing & [redacted] of Palatine made Ms [redacted] aware of all costs before work was performed, we can supply pictures of the pre-intervention conditions as well as the repairs.  As for the covers yes, we did charge her to install the covers.  Originally her handyman was going to install the covers, but then changed his mind. The handyman was afraid of breaking the water pipes and said a plumber should do the installation of the radiator covers.  There was significant time involved in the installations of the covers.  The mounting plates were removed and required alignment and installation before the covers could be installed. The bowing of the pipes was corrected when the covers were installed.  If plumbing technicians are sent to her home on a separate trip to install covers then yes we charge for their time, we quoted the price before we started the work and Ms. [redacted] approved the cost before we started the work.  We could not install the covers until the scope of the work was agreed to by Ms. [redacted]. When we installed the radiator covers that were on site, it was noticed two corners pieces were missing. After looking at [redacted] of Palatine pre-intervention pictures we verified the two covers were missing before we started the job.  We also provided additional information to her insurance to assist in coverage of her claim.  We were told she would be reimbursed for the installation.  Ms [redacted] was provided the “Xactmate” file for the work provided by [redacted].  That type of program is not used by the Plumbing industry so we were unable to provide that level of detail in the Kwik Serv quote.  That was explained to Ms [redacted]. At this time, even though the work is complete, Ms [redacted] has not paid her bill of $641.00.  Kwik Serv Plumbing works very hard to provide excellent customer service and finds it very disappointing when a client is unhappy.  If you have any further questions please contact us, we appreciate your consideration.     [redacted]

Thank you Mr. [redacted] for bringing this challenge to my attention. With my most sincere apology I was not made aware of this service call and the facts behind it before reading your letter.  However, I can say we perform many second opinions for third party warranty companies and each have their...

specific rules on replacement equipment.  I have been in the service business for many years and, technicians do make mistakes.  Its human.  However what I do not condone is for a technician to cut down a fellow competitor, just not good business.   On another note, my office staff most likely played into his story about abusive language which lead them to cancel your follow up, because we have strict no service policies to customers who verbally of physically abuse our employees.  Again, I apologize if anything was taken out of context on our end. Lastly, we have concluded that the technician was not a good fit for our company and was recently terminated for a matter such as the one you experienced with a missed diagnosis, which I was made aware of early on.  In addition, I have discussed this situation with my staff and changed a few process to get situations like this in front of me faster.  I want to thank you for bringing this to my attention.  With Sincere Apologizes,[redacted]President Kwik Serv Plumbing

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