Morin Plumbing & Heating

Complaint: [redacted] I am rejecting this response because: Firstly, if everything was done properly during the first visit we would not have the issue after three visits If you claim that you were executing your “protocol” based on your + years of experience please explain if vacuuming inside the boiler was part of your protocol?? If it was then why did you not use your own vacuum cleaner?? If it was not then why did you vacuum at all? Since that did not change the outcome of the “repair” It looked like you simply did that to have an hourly charge If you are a professional who is doing something for a purpose you should have your own tools to do it Second, you never explained why you failed to return phone calls at least on Sunday and come and finish the jobJust for leaving a customer request unanswered after claiming that you work weekends calls for not getting paid, especially if the initial request was not resolved fully You could at least call back! But you did not! Third, when I asked you the question why my second boiler flame is much bigger than the one you worked on , them being both the same series [redacted] boilers (***) , in spite of your replacing the thermocouple and the valve, you could not answer the question and told me to contact the manufacturer So I was forced to become a “arm chair quarterback” because the professional I hired (you) had no idea what was going on and did not fix the problem, instead he charged me for two service visits without properly fixing the issue , used my own vacuum cleaner as he did not have his own, did not call back for two days when I kept calling him, and at the end did not resolve the issue which he claimed to be an expert in resolving Caused me to spend my own hours of free time which alone is worth several hundred dollars to me Not sure what training your employees receive but having read through plumbing forums (since I was forced to) I saw that the basic problem with pilot flame being small is gas pressure or the pilot assembly/ orifice opening being small and/ or plugged which a lot of plumbers clean out with various methods BEFORE replacing expensive parts, especially after a customer tells them that they were recently replaced Staying with your protocol under these circumstances does not make any logical sense , but it only makes financial sense for you since you replace an expensive part and spend more time and have to come back and charge the customer several times for a job that should have been completed the first time From reading about troubleshooting boilers I came across several facts, and they make complete logical sense If the flame is small, you should have checked gas pressure which you did notIncoming gas pressure is the same for both my boilers since one had a large flame and the other did not, this should have automatically prompted you to check outgoing pressure from the valve determining if the valve is the issue, instead you simply replaced it, and still the flame was tiny , did not warm the thermocouple enough and closed the valve , issue still NOT RESOLVED Yes maybe you did not have the luxury of researching on Friday, but you had all weekend to come and fix, and/ or research on your own and at least call back But you did not For all the above reasons I am asking for a full refund for second visit since it was not necessary What you should have done is, instead of using my own vacuum to clean the boiler , to fix the issue by properly diagnosing it, and either cleaning or replacing orifice first having observed both flames in both boilers and realizing that one is tiny and the other one is burning strong and that boiler has no issue I have dealt with many service providers beforeAnd the ones I trust and respect are those who can take responsibility for their own mistakes They do not keep coming back and charging a customer for something they did not fix I had people come three times for another issue but they did not charge me since they could not fix it If you don’t know something at least have the courage to accept that you don’t instead of claiming to have a “protocol” Do not leave a customer who is calling you for two days Do not keep charging and disrespect, aggravate a customer for something that you missed We can all make mistakes, but how we handle them and how we learn from them is what sets us apart and makes us better Regards, [redacted]

Plumber arrived on job and proceeded to access the situation.Looking first at where the leak was coming out from in the basement.He looked up the wall and located a stream of mist coming from a pinhole in the water line.He went to shut down the water so the water would stop coming out.Best course of action with the least amount of damage was to open underthe kitchen sink and get access to the pipe and repair it.He cut the water line at the pin hole and put on a coupling.He turned the water back onAs the water was getting back up topressure,my employee was cleaning and drying the area.As the pressure of the water line came back, another leak was discoveredabout 3" up the original pin holeThis leak was oozing water out.The second leak was impossible to identify in the beginning aseverythingwas wet from the original leak and slowly coming out, not like the firstone.My employee did what he was supposed tooCleaning up and checking to make sure everything was goodIn doing so found another leak.He shut down the water again and repaired the second leak by cutting itout and splicing appoximately a 4" piece of pipe.I, [redacted] ***, owner of Morin Plumbing and Heating, Incdid tell heroverthe phone that if it was a pin hole leak on the water line it should bea onehour service call ($128) plus tax and material if the leak wasaccessible.It was a pin hole leak but not accessible as we needed to open under thekitchen sink in order to repair it and there were two leaks on the linenot one.I do apologize for my employee being overly friendly to you.I am totally shocked at this complaint as you did tip my employee $ashe was leaving.I charge in minute increments and if his to minutes ofconversationupset you I do apologize and will refund you $