My Plumber Heating & Cooling

Review: When I called My Plumber there answering machine said that it was recognized by the [redacted] Magazine as one of the better businesses in the Washington DC area. I explored this further, this is not true.

The [redacted] issued My Plumber a Cease and Desist Order to stop saying this but they didn't stop saying this.

I had some work done on my AC unit, spent $ 2,000 dollars on the work and was told that my AC system would be fine for a long time. A month later my AC unit died.

I brought in another HVAC company and they told me I was scammed, they said that my system was much too old to invest $ 2,000 dollars in and they suggested that I replace the entire AC unit. I did this with another HVAC company. Before doing this with the other HVAC company, I checked with My Plumber to see how much they would charge to replace the AC unit (assuming they would give me a good price since they had ripped me off a month earlier) and My Plumber's price was MUCH more then what this other comapny was going to charge. So I went with this other company.

I called multiple managers at My Plumber, told them my situation and asked for my money back. They said NO. I told them I paid $ 2,000 and my AC system lasted a month. It didn't matter. I asked hey can we reach a compromise and maybe I could get back 1/2 my money they said NO.

This is why I am filing this complaint. I hope others are not taken advantage of like I was.Desired Settlement: Refund my $ 2,000.

Business

Response:

Dear **. [redacted] :

In regards to complaint # [redacted], **. [redacted], I have the following response.

On June 5, 2013, per **. [redacted]’s request, My Plumber Heating and Cooling dispatched a HVAC technician to his rental property due to a leak from the HVAC system. Our technician had the following findings: Upon arrival checked A/C system for cooling operations, found it not cooling and freezing up due to low on charge. Need to replace 3.0 ton. uncase evaporator coil for proper operations of the unit. Customer declined repairs for now, said he'll call back to get it done in two weeks or earlier. TRANE A/C M# [redacted]# G0[redacted] (1992),Upon arrival checked A/C system for cooling operations, found it not cooling and freezing up due to low on charge. Need to replace 3.0 ton. uncase evaporator coil for proper operations of the unit. Customer declined repairs for now, said he'll call back to get it done in two weeks or earlier.

On June 7, 2013, **. [redacted] called the office and requested our technician to return and he had the following findings: Upon arrival found A/C not cooling and freezing up due to low charge. Due to the age of the system a leak will be impossible to repair, replacing evaporator coil is recommended for proper operations of the unit. WORK IN PROGRESS ON HOLD FOR EVAPORATOR

On June 8, 2013, our technician completed the following: Upon arrival removed bad evaporator coil on oil furnace in the basement, and installed new evaporator coil in place. Also installed a 3/8 solder filter dryer as well, pulled vacuum and recharged (6) Lbs of R-22 freon. Checked operations, unit is working fine at this time.

We did not hear from **.[redacted] again until July 6, 2013, requesting service due to AC not blowing. We dispatched a technician to the rental property for this new problem. His findings were: Upon arrival checked A/C system for cooling operations, found it not working due to tripped circuit breaker. Reset it checked volt, amp draw and functions of the unit found no major issues. A circuit breaker in the tenant’s home had been tripped or switched off, thus turning the system off

‘

After this date I see no additional service calls scheduled till September

Almost 2 months later, September 3, 2013, **. [redacted] called and requested service due to AC system working. Our technician was dispatched and he had the following findings:

Upon arrival checked A/C system for cooling operations, found outdoor unit not working due to bad capacitors. Due to the age and conditions of the old system, customer declined repairs and requested comfort consultant. Left estimate to replace 45.0 and 7.5 capacitors on A/C unit,

Later the same day we dispatched a Comfort Consultant. An estimate was provided and **. [redacted] declined.further service/

Originally, the repairs were for the evaporator coil . Our September 2013, our service call indicates repairs were needed in a different area of the HVAC system. Two capacitors needed replacing, **. [redacted] declined this service and was given an appointment for a Comfort Consultant for a new system. If **. [redacted] had agreed to this proposal he would have been credited for work already completed.

I would imagine in hindsight customers want to save money by trying to repair older systems. I presume more repairs did not make it cost efficient for **. [redacted]. So he opted to purchase a cheaper HVAC system from another contractor. We will not match another competitor’s pricing.

I understand **. [redacted] is not happy spending $ 2,000.00 in repairs . If my older model vehicle needed a carburetor, I too,would want to make repairs, rather than purchase new vehicle. And I can see where one repair does not guarantee me the rear end won’t go next. If I decide to go with a new vehicle with another dealer. My original mechanic is not going to reimburse me for services all ready performed. He does not work for free. The carburetor was replaced and still works. **. [redacted]’s new evaporator coil was not leaking when he replaced the HVAC system. I see no language that indicates our technician did anything wrong. Having not been present during the conversations with **. [redacted] I assume our technician supplied service as requested. Some customers want repairs while others want replacement.

We want to resolve this matter for **. [redacted] as quickly as possible. We are willing to refund **. [redacted] 50% = $ 1,000.00 of what he paid for in HVAC repairs.

Please let me know if this will resolve the matter.

Regards,

Resolution Manager

My Plumber Heating and Cooling

I would like to highly commend Mr. Darryl B for delivering prompt, efficient, courteous, responsive, effective and excellent customer service to me.

Chris and Adam were very helpful, professional and did an overall great job.

Alex B. f rom My Plumber Heating & Cooling was a fantastic representative of his company. We had a kitchen leak we couldn't find and he found it within seconds. In addition to fixing the leak, which was an emergency, he fixed some other things we've been meaning to get to. He was personable, professional, knowledgeable, and efficient. He did a great job explaining everything. I like that he spelled out the costs in detail ahead of time and provided options according to price. I will call My Plumber again next time, and, if it's not an emergency, I'll wait until Alex B. is available. He's great!

Bennett F. did a wonderful job. He was able to make corrective repairs to our Aprilaire whole house humidifier missed when the unit was first installed some 20-years ago by another company.
He installed the new water pad and housing without the use of a ladder. Then he shook the unit to check for any movement or noise; there were none!
His personality is such he appears to be a guest as opposed to a vendor.
This is his second visit and a real joy.
Sincerely,
B[redacted] W[redacted]t, VA [redacted]

Joe with MyPlumber was terrific! He quickly identified the problem, explained it so I understood and fixed the problem. He was professional, thorough and efficient. Problem solved! I will ask for him again and highly recommend both Joe and MyPlumber!

While my scheduled time for service was in the am, I received status calls throughout the day. Once Darrell T arrived he was friendly and courteous. I was updated on the all work/evaluations performed. Darrell also explained My Plumber's process for cleaning ducts and provided an estimate for that service. I would definitely refer My Plumber to family and friends.

Review: I was not fully informed that I need to have an absolutely new air filter ready before the inspection starts. The technician ([redacted])was not able to continue the inspection, He pulled the air filter downstairs and stated that the air filter is dirty. The air filter was changed 3.5 weeks before the inspection. It was so dirty as the technician stated. He explained that all ducts need to be cleaned both systems for the amount of $1,174.00 ( we have 2 systems upper & lower). The technician only looked at the downstairs system. I was inform that if I want to check the upstairs system, I need to pay another $49.00. I was also told that the next visit to check each system would cost me total of almost $160.00. I feel that just paid for a visit not an inspection.Desired Settlement: I need a full refund, period.

Business

Response:

Dear **. [redacted]:

Service was done in a excellent manner. Repairs where explained well.
I will be using them in the future for all my services.

I have had good experiences with My Plumber Heating & Cooling for some time now. I have a plumbing inspection contract with them. Mark K[redacted] was the plumber at my home today and he installed a new pressure valve as well as checked the entire house for other issues. The service is efficient, courteous and completely professional. I recommend it highly.

Visual. AC inspection: Service was prompt and well done. Mr. F[redacted] was very corteous and answered all of my questions.

My Plumber did a heating check of my heating system. The person sent was fast, courteous, and competent. He fixed a problem with the heater and then went above and beyond to cover my outside air conditioning unit for the winter. I can recommend them highly.

I was concerned because a replacement water heater I had purchased would not be available for another week, and the leaking of our old heater seemed to be increasing. A previous visit from a My Plumber plumber did not result in their finding a replacement water heater which would fit in the space without construction. I ended up purchasing the water heater from Lowes which would fit the space without costly construction. But when the leaking intensified, with delivery of the new heater days away, I called My Plumber again for same-day service for advice on the intensifying leaking. The plumber, John M., was very knowledgeable, patient in explaining the problem and immediate resolution, friendly, and courteous. I wished that he had been the first plumber dispatched to my home.

Review: I just received a copy of the 2013 [redacted] County "Five Star Rated Home services Review" last week & My Plumber Heating & Cooling was rated #1 for Plumbing Services. So I called them Saturday morning 4/13/13, due to a leak in a pipe under the kitchen sink that was causing flooding in my basement.I was told with absolute certainty that a repairman would be at my house on Saturday toward the end of the day. When I asked, "Realistically, where am I on the list" ---I was told that I was at the bottom of the list, but someone would definitely be by that day by 6:00 p.m. & that they would call before they came by. I cancelled a number of important obligations I had that day & waited all day. By about 5:00 p.m. I called My Plumber & asked when the repairman would be by, & the dispatcher said no one was coming by. I asked why I was told someone would definitely be by & yet no one bothered to call, & if in fact that was an incorrect statement could they try to fix it by sending someone the next morning?The dispatcher once again ASSURED me that I would be first on the list & that someone would be by the next morning at 7:30 a.m. The next morning after no one showed up & no one called me from the company by 7:40 a.m., I called My Plumber, & was told by the dispatcher that first of all --- their crew "does not clock in until 8:00 a.m., & secondly--- it would take the repairman an hour to get to my house after he clocked in." I told the dispatcher to cancel the repair request because twice they had been totally dishonest with me about sending someone out to fix my plumbing problem & I could not trust them if they could not even tell the truth about what time they would show up. In both instances, the dispatchers were very nasty with me.Desired Settlement: I would like an explanation & apology from the My Plumber management. I had a real flooding problem that needed immediate attention & I wasted more than 48 hours trusting them to be responsive, when there was never any intention by the company to show up at my house when they said they would.The "Five Star Rated Home Services Review" should not have this company listed as the #1 Plumbing Service if they cannot even tell the truth on the telepone.

Business

Response:

Dear [redacted]:

Adam O. And Rob R. Were very helpful today. They replace our water heater and our bathroom faucet. And cleaned up after themselves! Great job guys, thanks. This is why we always use My Plumber

Technician was courteous, explained what he was doing to the HVAC, took his time to show necessary safeguards, and generally did a great job. I felt as though I was receiving personalized service. Am pleased with this company and their technician, Darrell T.

Darrell T arrived on time and did an excellent job of assessing the condition of my furnace. He was pleasant, courteous, and efficient. He is a good representative of My Plumber.

My Plumber (Ariel A.) replaced a faucet for me and flushed the water heater, as well as checking all plumbing in the house for issues. He was very professional and we were very pleased. This firm always does quality work.

Darrell T was awesome. He was prompt, professional and hard-working. He answered all my questions and made me feel comfortable about the work he performed. I would recommend My Plumber and in particular (Darrell T) to anyone needing AC/Heater service. Great Job!

Professional and friendly did a great job,tell Brandon Earl said HTTR