Osborne's Plumbing & Heating, Inc.

First off, this has to bethe most confusing/frustrating situation that we have ever had to deal withInour years of being in business we have never scammed anyoneWe still havemany of our original customers from when we started our business As
for this situation, we were contacted by *** becauseher boiler was out and she had no heat or hot water and we setup an appointmentfor a clean and service on her boilerShe also told us it had been or soyears since it had been cleanedWe setup an appointment for 7:am on themorning of May 19thWe scheduled the cleaning with our Tech ***He is fromthe *** area and it made sense for him to start his day down thereHearrived on the morning of the 19th to *** home and proceeded to do aclean and service on the boilerThe customer was not home but that is a normalthing in our businessAfter removing the cleanout panels on the boiler hefound the unit to be extremely dirty.(picture attached) *** proceeded to cleanthe boiler and replaced the nozzle, oil filter, and oil strainerAs well asvacuum out the boiler and used feet of inch gasket material around theclean out portsAfter completing the cleaning he did an efficiency test andrecorded the readings on a sticker on the boiler as well as on a boiler sheetfor our records.(sheet attached)After cleaning up he left with the boilerrunning properly. *** states that wecouldn’t make it for awhile to her home so she called *** ***AfterTalking to ***, the Owner of *** ***He told us that He was calledafter we had cleaned the boiler(not to his knowledge) and that *** had runthe boiler out of oilHe was busy and couldn’t make it out there to check ituntil June 2ndHe talked her through how to bleed the oil burnerAnyone witha basic understanding of a oil burner can tell you that when you run your oiltank out of oil and than have a delivery you can risk clogging up your nozzle.If this happens you boiler will get extremely dirty.(*** agrees with us) ***also had no idea that we had cleaned the boiler on May 19th because when hewent to look at the sticker *** tore it off and said that we hadn't doneanything anywaysWe were there on May 19th she ran out oil according to ***the following weekThat leaves at least a week for the boiler to run with adirty nozzle before *** arrived on June 2nd As for the payment of thisbill, we will write this off as a bad debt and make note in our system to nevergo to *** house againWe only ask that she stops slandering us all overher social media pageWe are not scammers and have thousands of happycustomers that call us in there time of needWe have worked extremely hard tohave a good reputation and will continue to do so. As for the Tech thatworks for *** *** that is saying we are known toscam customersWe will be putting in a call to there service manager to talkto himWe work with ***
*** on many jobs andeven send customers there way for oil and propane accountsWe will get to thebottom of that. Thank you, *** ***

As we feel like the customer is taking advantage of us here are a few things we don't understand.1- we don't charge $an hour, we charge $an hourI don't know where this number came from so something is wrong with their story here.2- We had only ever talked to *** and all the appointments and
arrangements were made through himAfter the work was completed and later disputed, we have only been able to speak with ***I don't understand why we are not communicating with the person that ordered the work and gave us permission to charge his credit card.3- when we went back to install the shower valve on 4/we call the customer and they called the tenantsIf they wanted a estimate, why didn't they ask for it at that time.4- *** states that she called 4/and got no answer and followed the prompts for billing to leave a messageWe don't have an answering service that does that.5- our answering service as well as our answering machines have no messages from *** at anytime.6- As a new customer we require a form of payment when the call is completeWhere they are in Florida we require a credit card number to bill upon completionIf the customer wanted a estimate we would have sent one of our estimaters.At this point we are completely baffled at how this customer has handle the situationWe are willing to split the bill with hershe would owe the following amount $At this point once the customer has called and arranged payment with my office staff, we will make note in her folder that we will no longer do any work for themif the customer doesn't call within the week we will send this to our lawyers.Thank you

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. I do have a few responses to their last message, though.As we feel like the customer is taking advantage of us here are a few things we don't understand.1- we don't charge $an hour, we charge $an hourI don't know where this number came from so something is wrong with their story here.We spoke with two plumbing companies that morningI apologize for having the prices of the two confused, but that doesn't change any of the other factsIt's unfortunate the other company wasn't available that day. 2- We had only ever talked to *** and all the appointments and arrangements were made through himAfter the work was completed and later disputed, we have only been able to speak with ***I don't understand why we are not communicating with the person that ordered the work and gave us permission to charge his credit card.*** only spoke with ***, who is the one claiming he authorized the charge, but now I can only get ahold of ***You are more than welcome to call *** and he will tell you the exact same things that I haveI was there when he spoke with *** and again when he spoke with the plumberWhen you finally called on 4/28, he was just coming out of surgery performed on his mouth, so you can probably imagine speaking was difficult for a few days.3- when we went back to install the shower valve on 4/we call the customer and they called the tenantsIf they wanted a estimate, why didn't they ask for it at that time.*** is active duty militaryWhen you called on 4/4, he was preparing to get underway and wasn't really able to talkSomeone just called and asked if our tenants would be homeI got a text asking if I could find out if anyone was at the house and that's what I didLike I said previously, we assumed they were going back to look at what needed to be done so we would have an estimate.4- *** states that she called 4/and got no answer and followed the prompts for billing to leave a messageWe don't have an answering service that does that.There's nothing that allows you to leave a message for someone in the office if no one picks up? Perhaps billing was the wrong word and I should've said office.5- our answering service as well as our answering machines have no messages from *** at anytime. I have a screenshot of the callMaybe check your phone recordsI can assure you that I wasn't on the phone for that length of time just letting it ring.6- As a new customer we require a form of payment when the call is completeWhere they are in Florida we require a credit card number to bill upon completionIf the customer wanted a estimate we would have sent one of our estimators.We asked for you to take a look at a leaking shower, then asked for an estimate of workYou required my form of payment before you would even go to my house, that's why you had my card numberWe never spoke to anyone at the office except when we called you on the morning of 4/1.At this point we are completely baffled at how this customer has handle the situationWe are willing to split the bill with hershe would owe the following amount $At this point once the customer has called and arranged payment with my office staff, we will make note in her folder that we will no longer do any work for themif the customer doesn't call within the week we will send this to our lawyers.Thank youI am appalled with how this company worksNever have we dealt with anything like thisThere is no reason to even note our account, as this company will NEVER have to worry about us calling them for serviceThey can also count on everyone we know not using them as well. I will gladly have a check mailed to them tomorrow (5/6)I do not trust this company with my card informationI've already had to cancel one credit card because of their shady business practices.
Regards,
*** ***