MRC Plumbing & Heating

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID 10598773, and have determined that this proposed action 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.] Regards, [redacted] [redacted] has the facts quite mixed upShe has engage rated and confused me with another customerI was never given a time frame and was told 3pmWes stepped into my house hours lateThere was no diagnosis other than,yes it is cracked where I showed him.WES DID NO REAL WORKI HAD ALL THE INFORMATION ON A PIECE OF PAPER FOR HIMHE CALLED MRC AND TOOK A PICTUREI was not upset, I was disappointed that I was never called as a courtesy when the tech did not show upAs scheduleCommon courtesy for businessMRC did zero follow up with this customer as verbally stated they wouldI called to inquire as to the statussandy never told me the part was not covered, I was called by someone at ***At a minimum MRC and [redacted] should return 75$ each for a full refund of 125$I am prepare to take this to another level, if need be

I called MRC out for an estimate to replace some water lines and fixturesThey sent a guy out to look at everything, he said he would be in touchAfter waiting almost two weeks I called them, the person on the phone said they would call me back, I never heard from them againI guess they don't need the workI will never call them for anything again

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 10598773, and have determined that this proposed action 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.]
Regards,
*** ***
*** has the facts quite mixed upShe has engage rated and confused me with another customer.
I was never given a time frame and was told 3pmWes stepped into my house hours lateThere was no diagnosis other than,yes it is cracked where I showed him.WES DID NO REAL WORKI HAD ALL THE INFORMATION ON A PIECE OF PAPER FOR HIMHE CALLED MRC AND TOOK A PICTUREI was not upset, I was disappointed that I was never called as a courtesy when the tech did not show up
As scheduleCommon courtesy for businessMRC did zero follow up with this customer as verbally stated they wouldI called to inquire as to the statussandy never told me the part was not covered, I was called by someone at ***At a minimum MRC and *** should return 75$ each for a full refund of 125$I am prepare to take this to another level, if need be

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 10598773, and have determined that this proposed action 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.]
Regards,
[redacted] has the facts quite mixed up. She has engage rated and confused me with another customer. 1. I was never given a time frame and was told 3pm. Wes stepped into my house 2 hours late.2. There was no diagnosis other than,yes it is cracked where I showed him.WES DID NO REAL WORK. I HAD ALL THE INFORMATION ON A PIECE OF PAPER FOR HIM. HE CALLED MRC AND TOOK A PICTURE.3. I was not upset, I was disappointed that I was never called as a courtesy when the tech did not show upAs schedule. Common courtesy for business.4. MRC did zero follow up with this customer as verbally stated they would. I called to inquire as to the status.5 sandy never told me the part was not covered, I was called by someone at [redacted].6. At a minimum MRC and [redacted]  should return 75$ each for a full refund of 125$.7. I am prepare to take this to another level, if need be.

Have been doing business with MRC for over 30 years, before Mike Rowzee formed MRC!!!! They are my plumbing source for all my needs. Today they replaced my 11 year old well pump,which had not been installed by them and did an excellant job at a price below market prices for expensive Loundoun County !!! Wayne and helper were professional and courteous and finshed in a timely manner. This was an emergency situation as I have over 30 horses to water on a daily basis !! Thanks to all at MRC.[redacted] and [redacted], owner/operators [redacted], [redacted]

On April 16, 2015 [redacted] sent our company a work order for Mr. [redacted]. We then called Mr. [redacted] and told him we received a work from [redacted] and would come...

out to his house to diagnose his water treatment system between 3-5PM. At 3pm Mr. [redacted] called our office very upset and said we were supposed to be at his home at 3PM. I explained that we never give anyone an exact time rather a window of time which was 3-5PM. I explained that we would eat his home in that time frame. He continued to insist that we were not telling the truth and we did in fact tell him 3PM. I tried to be very positive and friendly and let him know since we are a service company there would be no way to know how long the job before his would take hence a window of time is given. We arrived at Mr. [redacted]'s home at 4:45PM and diagnosed the water trea ment system. Our tech wrote down the model and serial number and verified the failure to the system. As instructed by [redacted] we collected the $125.00 service fee. This service fee is outlined in his contract with [redacted]. ([redacted] is a home warranty company) We then told Mr. [redacted] we would call [redacted] and give them all the information and our diagnosis. We would call him after they determined coverage. Mike Rowzee, the owner of MRC was able to find the correct repair parts for the water treatment system. He gave me the prices and I then called [redacted] and gave them all the information on the unit and our diagnosis and cost to repair. They said it would have to be reviewed by a supervisor and they would call us back regarding coverage on this item. We told Mr. [redacted] we would call him when [redacted] called us regarding coverage. Mr. [redacted] called us last week upset that he had not heard from us. I let him know that we had not heard frotn [redacted] and were waiting on them. I told him I would be glad to call them. I then gbt on the phone with them and after approximately 40 min of talking to their customer service and being put on hold I was told the system was not covered in their contract with Mr. [redacted]. While I was on the phone with [redacted] 1 Mr. [redacted] called thinking I had forgot about him. I let him know I was just hanging up with the insurance company. I told him they had denied coverage. He was upset and I told him I understood his anger but he would need to talk to [redacted]. It was out of our hands. On 4-27-15 at 5:38AM Mr. [redacted] emailed us regarding his service fee. I have attached his email. I then called [redacted] and asked them how this be handled. They said do not return his service fee. This fee is in his contract and is due at each service call upon diagnosis. They told me to tell Mr. [redacted] he was to call them with any concerns. I then emailed this response to Mr. [redacted]. His response and mine are attached. In closing I did everything in my power to assist Mr. [redacted]. We were dispatched by [redacted] to go to his home and diagnose the failure to his water treatment system. We are to collect this service fee per his contract. It in essence covers our labor and time in the diagnosis. Thank you for the chance to explain our side. [redacted]

On April 16, 2015 [redacted] sent our company a work order for Mr. [redacted]. We then called Mr. [redacted] and told him we received a work from [redacted] and would come out to his house to diagnose his water treatment system between 3-5PM. At 3pm Mr. [redacted] called...

our office very upset and said we were supposed to be at his home at 3PM. I explained that we never give anyone an exact time rather a window of time which was 3-5PM. I explained that we would eat his home in that time frame. He continued to insist that we were not telling the truth and we did in fact tell him 3PM. I tried to be very positive and friendly and let him know since we are a service company there would be no way to know how long the job before his would take hence a window of time is given. We arrived at Mr. [redacted]'s home at 4:45PM and diagnosed the water trea ment system. Our tech wrote down the model and serial number and verified the failure to the system. As instructed by [redacted] we collected the $125.00 service fee. This service fee is outlined in his contract with [redacted]. ([redacted] is a home warranty company) We then told Mr. [redacted] we would call [redacted] and give them all the information and our diagnosis. We would call him after they determined coverage. Mike Rowzee, the owner of MRC was able to find the correct repair parts for the water treatment system. He gave me the prices and I then called [redacted] and gave them all the information on the unit and our diagnosis and cost to repair. They said it would have to be reviewed by a supervisor and they would call us back regarding coverage on this item. We told Mr. [redacted] we would call him when [redacted] called us regarding coverage. Mr. [redacted] called us last week upset that he had not heard from us. I let him know that we had not heard frotn [redacted] and were waiting on them. I told him I would be glad to call them. I then gbt on the phone with them and after approximately 40 min of talking to their customer service and being put on hold I was told the system was not covered in their contract with Mr. [redacted]. While I was on the phone with [redacted] 1 Mr. [redacted] called thinking I had forgot about him. I let him know I was just hanging up with the insurance company. I told him they had denied coverage. He was upset and I told him I understood his anger but he would need to talk to [redacted]. It was out of our hands. On 4-27-15 at 5:38AM Mr. [redacted] emailed us regarding his service fee. I have attached his email. I then called [redacted] and asked them how this be handled. They said do not return his service fee. This fee is in his contract and is due at each service call upon diagnosis. They told me to tell Mr. [redacted] he was to call them with any concerns. I then emailed this response to Mr. [redacted]. His response and mine are attached. In closing I did everything in my power to assist Mr. [redacted]. We were dispatched by [redacted] to go to his home and diagnose the failure to his water treatment system. We are to collect this service fee per his contract. It in essence covers our labor and time in the diagnosis. Thank you for the chance to explain our side. [redacted]

Review: MRC came to my home at the recommendation of [redacted] I was told they were going to repair my water softener chem feeder. They collected 125$ fee form me and then [redacted] stated it was not a covered item.

No work was performed and I feel I should be refunded the 125$ . When the tech arrived I showed him the issue he confirmed it was normal wear as I stated, I gave him the phone number of the manufacture to replace the part and the salesman name. I also gave him all the pertinent information., model number, serial number, manufacturer, phone number. They never een called me back with updates. I had to call therm 2x for an answer of status.

I feel a full refund is warranted.Desired Settlement: I would like a full refund of my 125$ check return to me since no work was performed.

Business

Response:

On April 16, 2015 [redacted] sent our company a work order for Mr. [redacted]. We then called Mr. [redacted] and told him we received a work from [redacted] and would come out to his house to diagnose his water treatment system between 3-5PM. At 3pm Mr. [redacted] called our office very upset and said we were supposed to be at his home at 3PM. I explained that we never give anyone an exact time rather a window of time which was 3-5PM. I explained that we would eat his home in that time frame. He continued to insist that we were not telling the truth and we did in fact tell him 3PM. I tried to be very positive and friendly and let him know since we are a service company there would be no way to know how long the job before his would take hence a window of time is given. We arrived at Mr. [redacted]'s home at 4:45PM and diagnosed the water trea ment system. Our tech wrote down the model and serial number and verified the failure to the system. As instructed by [redacted] we collected the $125.00 service fee. This service fee is outlined in his contract with [redacted]. ([redacted] is a home warranty company) We then told Mr. [redacted] we would call [redacted] and give them all the information and our diagnosis. We would call him after they determined coverage. Mike Rowzee, the owner of MRC was able to find the correct repair parts for the water treatment system. He gave me the prices and I then called [redacted] and gave them all the information on the unit and our diagnosis and cost to repair. They said it would have to be reviewed by a supervisor and they would call us back regarding coverage on this item. We told Mr. [redacted] we would call him when [redacted] called us regarding coverage. Mr. [redacted] called us last week upset that he had not heard from us. I let him know that we had not heard frotn [redacted] and were waiting on them. I told him I would be glad to call them. I then gbt on the phone with them and after approximately 40 min of talking to their customer service and being put on hold I was told the system was not covered in their contract with Mr. [redacted]. While I was on the phone with [redacted] 1 Mr. [redacted] called thinking I had forgot about him. I let him know I was just hanging up with the insurance company. I told him they had denied coverage. He was upset and I told him I understood his anger but he would need to talk to [redacted]. It was out of our hands. On 4-27-15 at 5:38AM Mr. [redacted] emailed us regarding his service fee. I have attached his email. I then called [redacted] and asked them how this be handled. They said do not return his service fee. This fee is in his contract and is due at each service call upon diagnosis. They told me to tell Mr. [redacted] he was to call them with any concerns. I then emailed this response to Mr. [redacted]. His response and mine are attached. In closing I did everything in my power to assist Mr. [redacted]. We were dispatched by [redacted] to go to his home and diagnose the failure to his water treatment system. We are to collect this service fee per his contract. It in essence covers our labor and time in the diagnosis. Thank you for the chance to explain our side. [redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID 10598773, and have determined that this proposed action 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.]

Regards,

I called MRC out for an estimate to replace some water lines and fixtures. They sent a guy out to look at everything, he said he would be in touch. After waiting almost two weeks I called them, the person on the phone said they would call me back, I never heard from them again. I guess they don't need the work. I will never call them for anything again.

Have been doing business with MRC for over 30 years, before Mike Rowzee formed MRC!!!! They are my plumbing source for all my needs. Today they replaced my 11 year old well pump,which had not been installed by them and did an excellant job at a price below market prices for expensive Loundoun County !!! Wayne and helper were professional and courteous and finshed in a timely manner. This was an emergency situation as I have over 30 horses to water on a daily basis !! Thanks to all at MRC.[redacted] and [redacted], owner/operators [redacted], [redacted]