Moreno Heating & Cooling

To whom it may concern Dear Revdex.com: Thanks for giving us the opportunity to respond to the customer complaintMrs*** *** is giving allegationsMrs*** has a contract with a home warranty company that repairs defected equipment when it fails based on their coverageIn her case
the warranty only pays $per pound of refrigerant after that she has to pay the extra fee per poundThey do not pay for service of the owner's equipmentOn we went out to her home on a call that her AC was not cooling upon inspection tech reported that her AC unit was out of coolant (refrigerant) Tech informed Mrs*** of additional fees which she got very hostile and will deny paying anything because last year we charged her for pounds of refrigerant, and ask my tech to write her a note saying that it was our negligence last year for charging her refrigerant costsKnowing, that she was not going to pay for any additional parts and labor we decided not to proceed with any workWe contacted the warranty company to transfer her work order to another company. The 2nd allegation about her swamp cooler: I serviced her swamp cooler last year and recommended changing of the pads which were vary deteriorated at that time this was 6/9/Mrs*** has a very old rusted swamp cooler which is hardly ever servicedShe asked my tech to service it, techs could not find a good water hose on sight so we used our own to wash & clean unit, tech again recommended replacement of the cooler pads which she declined again this is already th of July of and the old cooler had not been serviced we also oiled all components checked operation due to the age and maintenance record of the unit it was working ok at the time. The flies and mosquitoes comments, well I don't know what to say about that, the maintenance records speaks for its self or probably due to the arroyo next to her home and cats inside her home. Note: We work for several warranty companies which inspect and monitor our work performance at all timesWe have rules and regulations of how much to charge and furthermore we do not take advantage of any one especially senior citizensThis customer is the type of person that wants everything free of charge and if we did not come through for her then we are the worst company around. Sincerely, Moreno Heating & Cooling

Moreno Plumbing Heating & Cooling *** *** ** **
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*** 07/08/2017 Id#*** Revdex.com Jefferson St NE Ste A Albuquerque, NM 87109 To whom it may concern: This letter
is in response to a complaint filed by *** *** resident at *** *** ** ** *** ** *** I first want to start off by thanking the Revdex.com for an opportunity to hear the other side of the storyOn June 14th at 2:44pm homeowner *** *** signed an estimate for repairs in regards to replacing a new 1" waterline outside the main foundation of her home due to ruptureThis estimate was fully acknowledged by Mrs*** to proceed with work on June 15, Please review attached estimate for a detailed description of the work that was performedOn June 15th two technicians from Moreno Plumbing arrived at 9:30am they reported back to our office that Mrs*** had her landscaper dig out the waterline and remove landscaping so we could begin our work in replacing the main waterline however, the landscaper did not dig far enough to (code) depth to begin replacementI the owner MrM*** contacted *** *** to advise my crew had to dig to more depth as it is required by city code, Mrs*** immediately attacked me using racial names and claimed that her yard man had exposed all the line and accused us of gouging for more moneyI informed her at that point if she did not want us to move forward or was not comfortable with us doing the repairs we did not have to proceed with the jobShe responded "No! Just finish the damn job!" I tried to keep the peace between Mrs*** as I and explained to her step by step what the process would consist of as it was detailed in the estimate she acknowledge as well as full financial responsibility and agreed to all termsI strongly believe Mrs*** is a type of person who hires contractors to do work for her and then makes excused as to why she will not pay for the full agreed amountMy technicians as I stated before worked from 9:30am to 6:30pm on June 15th without any breaks or lunch in betweenWe had all the parts necessary to complete job in our work vans with no need to leave the jobsite for any additional parts or itemsI was advised by one of technicians Mrs*** was making racial comments as she proceeded to make a comment "Aren't you Mexicans finished yet!" with a hostile voiceI advised my technicians to processed and ignore her racial comments as we were out there to complete a job as agreed upon. In addition to everything stated above before a contract/Estimate was provided I had given her a verbal estimated price of $plus a $Permit fee Mrs*** immediately turned it down and claimed that she had a lower bib of $provided by another company and did not want to acquire any type of permitsAt that point I contacted my office Manager to initiate a written estimate with a detailed description of what the job was going to consist of which was later signed and dated by Mrs*** as acceptedOnce we were done with the repairs, we back filled the trench where the new waterline was replaced up to the main water meterOnce repairs were complete and trench was back filled Mrs*** contacted our office requesting an inspection and permitPlease review all emails enclosed with this letterWe informed Mrs*** at that point of the additional fees which she agreed to payAt this point my intuition gave me an indicator as to what kind of person I was dealing withI knew my company and crew where being mistreated and scammed to finish the job as her intension were not pay us what was agreed or at all!. I sent Mrs*** an email requesting to be paid in full for work that had already been completed before any permits where pulledWe had not yet completed the concrete installation so that part of the work description was deducted from work that had been finishedShe responded with a negotiation email of partial payment as what she felt the job was worth which insulted my companyShe later sent more emails requesting a breakdown of the work that was done which she had a copy already in which she acknowledged (all emails are enclosed)I Ernie M*** have been in business for years and it's a shame and embarrassing we have to deal with people of this natureI will remind her that it is unlawful to hire another contractor to finish the work if there was no negligence committed by the original contractorThe work that was completed was constructed up to city code, requirements and ordnanceFurthermore, this is the last letter of explanation I will send to her advising her she is barking up the wrong treeThere will be no negotiations and I request again the full amount of $paid only by cashier's check or money order before interest and other fees are applied. Sincerely, Ernie M*** Owner Of Moreno Plumbing Heating & Cooling

Complaint: [redacted]
I am rejecting this response because:1. Mr. M[redacted] never contacted me to advise me that his crew had to dig to more depth. *I* had called Mr. M[redacted] to tell him the crew was not working; he said he would check on it and call me back. He did call me back: to confirm that one guy had gone to get parts, and to let me know the guys would be getting back to work. 2. I never used racial names. I am stunned at this accusation. I felt racial prejudice from the lead tech: he heard me answer a phone call from my husband and commented with surprise at how good my Spanish was, as though someone of northern European decent shouldn’t be able to speak Spanish well. My husband chatted with the techs in Spanish, so they were well aware that my husband does not have command of English. When Mr. M[redacted] became so hostile on June 19, I wondered if he disapproved of the fact that my husband and I are a mixed-race couple. I work at a non-profit agency dedicated to the rights of immigrants. I serve immigrant Spanish-speakers, every day, and I do not use racial slurs. Ever. I never said the words Mr. M[redacted] accuses me of. I did not think the techs working at my house were Mexicans. Their English was native. I thought they were native New Mexicans. 3. I did not accuse them of gouging; I expressed my concern that the guys were not working. I assumed that by checking in with Mr. M[redacted] about the fact that they guys were stalled, that we would be on the same page about the hours worked.  4. I never used profanity in any conversation with Mr. M[redacted]. This whole series of accusations makes me wonder if he maybe has me confused with another client.  5. Mr. M[redacted] claims that he made a verbal estimate of $3,200 that I turned down. I have no memory of any $3,200 figure. I have notes of the conversation about cost and they are attached. I was told the cost would be $134.75 per hour, plus the cost of machinery (renting a jack hammer, buying a saw blade that would be exhausted in the job), and the concrete. There was no total figure given until I received the estimate on June 14, which I agreed to (and signed - both parties have provided copies of that document). 6. I asked about permits on the phone at the beginning of our conversations about the job, and was told they do the permits. See my notes from the phone conversation about pricing. Those notes were from the week *before* the work was scheduled, because I was back and forth on the phone with Moreno Plumbing and my landscaper to coordinate dates. The result of those phone conversations was that my landscaper was coming to prep on Monday June 12 and the work was scheduled for Thursday June 15. Let me be clear: I asked about permits before the work was scheduled. 7. The emails provided by Mr. M[redacted] are out of order and do not show the flow of the communication. Please see the attached emails, in order. Each new email is at the top of a new page. It is much easier to see the progression of Mr. M[redacted]’s hostility when the emails are in order. 8. Mr. M[redacted] insisted in his last email to me, and again in his response to my complaint, that I cannot hire another contractor to finish the job. The city inspector’s office was very clear on this point: no permit was taken out for my address by Moreno Plumbing, and as far as the city is concerned, Moreno plumbing did not do any work at my house. I called two other plumbing companies to get estimates to complete the work. I told them of Mr. M[redacted]’s threat and both said it was groundless. Both were willing to take the job.  9. Mr. M[redacted] has threatened me with legal action on two baseless claims. The first, that the estimate is a contract, and that I breached the contract. The paper I signed says quite clearly (above [redacted] electronic signature), “This is an estimate only, not a contract.” Is he going to sue based on my breaching an estimate? The second is the threat that I cannot hire anyone else to do the work. The city does not agree, and two other plumbers did not agree. I don’t want to be bullied or threatened any more. My husband does not speak English and will not deal with American contractors. All that falls to me. As an older woman, I get taken advantage of, a lot. But I have never bullied and threatened in the manner that Mr. M[redacted] has bullied and threatened me. Further, in his response to my complaint, Mr. M[redacted] has accused me of saying things I did not say. I would like to put Mr. M[redacted] on notice that I will not be lied about, and I will take action to preserve my reputation as a servant to the immigrant community of New Mexico. 10. Finally, I need to express my incredible sense of frustration at having trusted Moreno Plumbing. I only knew about them because the home warranty company, American Home Shield, sent them over. When the lead tech told me the water leak was not covered by the home warranty, I did not stop to reevaluate - I just went forward on the strength of my trust that American Home Shield was sending me someone trustworthy. I did not get other bids. To my dismay, both plumbers who came out later to give estimates to finish the job said that the driveway concrete never needed to be broken: plumbers do that work these days in a much less invasive way. I wouldn’t even have had to have my landscaper tear up the yard. I assumed that additional expense when I didn’t have to. And there is damage to the curb appeal of my home that cannot be remedied without re-pouring the whole driveway. This has been a horrible experience. I reject Mr. M[redacted]’s response to my complaint.
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]