Greetings, On October 6, 2017, our Service Technicians installed 2-90% Furnace units for the sum of $ 13,000.00. On October 10th, *** *** contacted our office stating there was a possible leak coming from the ceiling. We immediately dispatched our Installing Technician that was on
site from the original install. In researching the installed area, our Technician did not find any property damage nor leak occurring. After further research and pulling back insulation within the full attic, our Technician found that there was a leak coming from an area in the attic that was more than 6-feet away from the furnace install. With further investigation, a loose unconnected condensation line was found that was not properly attached with adhesive bonding possibly at the time of the home being built. With any movement in the ceiling, this unforeseen problem could have occurred. In good faith and to assist our customer, our Technician repaired the piping correctly so that that our customer would not have any further issues as a courtesy Our Technician contacted *** *** immediately and stated his findings with approval to go forward and repair the issue. Before and after photos were taken at the time of the installation as well as upon before and after photos of this repairOn October 11, our lead Technician re-visited the customer again to make sure the units were running property and that the leak had been taken care of. He met with *** *** and explained the situation with the pipe connection from the prior builder and answered any questions she had. At that time, our Service Technician was shown where the issue in the ceiling occurred however, at this time the home owner had already removed a large portion of the ceiling. It is unknown how much of the ceiling was truly damaged It is not typical procedure for HVAC Technicians to search throughout the home for possible leaking lines that was not directly affected by the equipment installation. These lines may go along ceilings, basements areas and through walls covered by drywall and insulationOn October 13, 2017, *** *** contacted our office to speak with GM or Owner. Neither was in the office at the time. The CSR taking the call contacted the Lead Technician that met with *** *** to return *** ***’s call. Our Technician spoke to *** ***, explained the situation as he stated to *** ***. He was unhappy the situation occurred but seemed to understand it was not the fault of our Technicians. There was no mention of a dollar amount of property damaged or any indication of wanting Patriot Pros to pay for any damages. Patriot Pros was unware of any problems until we received this email from the Revdex.com.If you have any further questions, please contact our office or myself.Thank you - *** ***
*** ***
Greetings – My apologizes for the timing of this complaint review. This complaint was just brought to my attention today. After researching this issue and speaking with our Service Technician, we do challenge this complaint. Yes, this client was charged a $69.00 Trip Charge November 16,...
2017. This charge was explained by our CSR upfront when this customer contacted our office requesting a service call because “OF ISSUES HE WAS HAVING WITH A LEAK IN A ELBOW JOINT THAT NEEDED REPLACED THAT GOES TO HIS HOT WATER STORAGE TANK - EQUIPMENT 15 YEARL OLD”. This charge is not a diagnostic or examination of the customer’s issue, it is a Trip Charge for our Service Truck to arrive on site. In fact, this customer was not even charged a diagnostic fee. Once our Service Technician arrived on site he researched the issue the customer suggested. It was in the Professional opinion of our Service Technician of the customer having issues with his radiant flooring. There were multiple options suggested even with a discount of signing up with our The Presidential Club Membership to save more money on this repair. I see on account and agree with the customer statement of the amount service option: $ 1,300.00 with a $ 200.00 saving after signing for the Membership bringing the total to $ 1,100.00. Patriot Pros is concerned that this client was not taken care of by a Plumbing Professional Company with the same credentials as Patriot Pros Plumbing, Drains, Heating and Air - charging only $ 165.00 for this sort of repair. We do stand behind our Service Technician’s diagnoses and question the “plumber” that followed. However, I would be happy to refund the customer’s approved Trip Charge of $ 69.00 to satisfy this situation. Please let me know if I can assist further with this situation. Thank you – Cindy P[redacted], General Manager
Greetings - [redacted] contacted our office in the late afternoon of Wednesday July 19, 2017. As soon as our CSR answered the call, [redacted]s began yelling at our staff about not having hot water and that her water heater was leaking. Our CSR continued the conversation and found [redacted]’s...
account filed in archives from (2008) – this was the last time we had serviced her home. Our CSR forwarded the call to our Service Supervisor so that he could assist [redacted]s in shutting the water off to her water heater so it would not cause any damage. [redacted]s ask that a Technician be scheduled to come to her home the very next morning. Our CSR scheduled this appointment immediately. Once on site, our Technician found that the water heater was failing after 9-years and needed to be replaced (the life expectancy of a water heater is 8-10 years of age). Our Technician attempted to read and explain our equipment Warranty on the back of her original invoice – she became very angry again and ask our Technician to leave her home. [redacted]s was unhappy because she did not realize the Lifetime Warranty was for the replacement of the equipment only. [redacted]s then contacted the office and ask to speak to the General Manager. She was very upset about the 2017 installations prices since 2008. I attempted to explain to her the new Code changes over the past 9 years and that our prices have risen. I also explained that with the licensing we carry, we make sure our Technicians service to State Code for all equipment installation for inspection approvals. However, I contacted the City of [redacted] and explained the situation, the clerk agreed to waived certain up to Code “parts” that have been required to apply while installing water heaters since 2008. With the City’s approval, I spoke with our owner and we agreed to offered [redacted]s a reduced price of $ 1,860.00. This included the installation of the water heater, connections, drip pan, permitting and scheduling of inspections however excluding the 50-gallon water heater unit that was under the Lifetime Warranty. I then explained to her that I also included an additional discount that I personally approved to assist her in her replacement since she was without hot water. [redacted]s continued to be very difficult and disrespectful – while still complaining about the high prices since 2008. She asks that I email her copy of our Estimate to replace her water heater, this was emailed directly. Patriot Pros has attempted and worked to assist [redacted]s in replacing her water heater regardless of her rude demeanor. We will absolutely stand by our Lifetime Warranty of replacing the equipment that has faltered if proper care of the equipment and/or ownership is still intact. With this replacement, it is our policy that our licensed and insurance technicians are to replace the equipment to Code for quality care and service.
Revdex.com:
I am writing reference complaint ID [redacted]. I have settled this dispute with the vendor and would like to withdraw my original complaint.
Sincerely,
[redacted]
Greetings, On October 6, 2017, our Service Technicians installed 2-90% Furnace units for the sum of $ 13,000.00. On October 10th, *** *** contacted our office stating there was a possible leak coming from the ceiling. We immediately dispatched our Installing Technician that was on
site from the original install. In researching the installed area, our Technician did not find any property damage nor leak occurring. After further research and pulling back insulation within the full attic, our Technician found that there was a leak coming from an area in the attic that was more than 6-feet away from the furnace install. With further investigation, a loose unconnected condensation line was found that was not properly attached with adhesive bonding possibly at the time of the home being built. With any movement in the ceiling, this unforeseen problem could have occurred. In good faith and to assist our customer, our Technician repaired the piping correctly so that that our customer would not have any further issues as a courtesy Our Technician contacted *** *** immediately and stated his findings with approval to go forward and repair the issue. Before and after photos were taken at the time of the installation as well as upon before and after photos of this repairOn October 11, our lead Technician re-visited the customer again to make sure the units were running property and that the leak had been taken care of. He met with *** *** and explained the situation with the pipe connection from the prior builder and answered any questions she had. At that time, our Service Technician was shown where the issue in the ceiling occurred however, at this time the home owner had already removed a large portion of the ceiling. It is unknown how much of the ceiling was truly damaged It is not typical procedure for HVAC Technicians to search throughout the home for possible leaking lines that was not directly affected by the equipment installation. These lines may go along ceilings, basements areas and through walls covered by drywall and insulationOn October 13, 2017, *** *** contacted our office to speak with GM or Owner. Neither was in the office at the time. The CSR taking the call contacted the Lead Technician that met with *** *** to return *** ***’s call. Our Technician spoke to *** ***, explained the situation as he stated to *** ***. He was unhappy the situation occurred but seemed to understand it was not the fault of our Technicians. There was no mention of a dollar amount of property damaged or any indication of wanting Patriot Pros to pay for any damages. Patriot Pros was unware of any problems until we received this email from the Revdex.com.If you have any further questions, please contact our office or myself.Thank you - *** ***
*** ***
Greetings – My apologizes for the timing of this complaint review. This complaint was just brought to my attention today. After researching this issue and speaking with our Service Technician, we do challenge this complaint. Yes, this client was charged a $69.00 Trip Charge November 16,...
2017. This charge was explained by our CSR upfront when this customer contacted our office requesting a service call because “OF ISSUES HE WAS HAVING WITH A LEAK IN A ELBOW JOINT THAT NEEDED REPLACED THAT GOES TO HIS HOT WATER STORAGE TANK - EQUIPMENT 15 YEARL OLD”. This charge is not a diagnostic or examination of the customer’s issue, it is a Trip Charge for our Service Truck to arrive on site. In fact, this customer was not even charged a diagnostic fee. Once our Service Technician arrived on site he researched the issue the customer suggested. It was in the Professional opinion of our Service Technician of the customer having issues with his radiant flooring. There were multiple options suggested even with a discount of signing up with our The Presidential Club Membership to save more money on this repair. I see on account and agree with the customer statement of the amount service option: $ 1,300.00 with a $ 200.00 saving after signing for the Membership bringing the total to $ 1,100.00. Patriot Pros is concerned that this client was not taken care of by a Plumbing Professional Company with the same credentials as Patriot Pros Plumbing, Drains, Heating and Air - charging only $ 165.00 for this sort of repair. We do stand behind our Service Technician’s diagnoses and question the “plumber” that followed. However, I would be happy to refund the customer’s approved Trip Charge of $ 69.00 to satisfy this situation. Please let me know if I can assist further with this situation. Thank you – Cindy P[redacted], General Manager
Greetings - [redacted] contacted our office in the late afternoon of Wednesday July 19, 2017. As soon as our CSR answered the call, [redacted]s began yelling at our staff about not having hot water and that her water heater was leaking. Our CSR continued the conversation and found [redacted]’s...
account filed in archives from (2008) – this was the last time we had serviced her home. Our CSR forwarded the call to our Service Supervisor so that he could assist [redacted]s in shutting the water off to her water heater so it would not cause any damage. [redacted]s ask that a Technician be scheduled to come to her home the very next morning. Our CSR scheduled this appointment immediately. Once on site, our Technician found that the water heater was failing after 9-years and needed to be replaced (the life expectancy of a water heater is 8-10 years of age). Our Technician attempted to read and explain our equipment Warranty on the back of her original invoice – she became very angry again and ask our Technician to leave her home. [redacted]s was unhappy because she did not realize the Lifetime Warranty was for the replacement of the equipment only. [redacted]s then contacted the office and ask to speak to the General Manager. She was very upset about the 2017 installations prices since 2008. I attempted to explain to her the new Code changes over the past 9 years and that our prices have risen. I also explained that with the licensing we carry, we make sure our Technicians service to State Code for all equipment installation for inspection approvals. However, I contacted the City of [redacted] and explained the situation, the clerk agreed to waived certain up to Code “parts” that have been required to apply while installing water heaters since 2008. With the City’s approval, I spoke with our owner and we agreed to offered [redacted]s a reduced price of $ 1,860.00. This included the installation of the water heater, connections, drip pan, permitting and scheduling of inspections however excluding the 50-gallon water heater unit that was under the Lifetime Warranty. I then explained to her that I also included an additional discount that I personally approved to assist her in her replacement since she was without hot water. [redacted]s continued to be very difficult and disrespectful – while still complaining about the high prices since 2008. She asks that I email her copy of our Estimate to replace her water heater, this was emailed directly. Patriot Pros has attempted and worked to assist [redacted]s in replacing her water heater regardless of her rude demeanor. We will absolutely stand by our Lifetime Warranty of replacing the equipment that has faltered if proper care of the equipment and/or ownership is still intact. With this replacement, it is our policy that our licensed and insurance technicians are to replace the equipment to Code for quality care and service.
Revdex.com:
I am writing reference complaint ID [redacted]. I have settled this dispute with the vendor and would like to withdraw my original complaint.
Sincerely,
[redacted]