Paul's Plumbing, Heating and Air Conditioning

I signed that aurthorization at the end of the work. I did not sign that prior to the work starting which you can ask [redacted] if I signed it prior if he will tell you the truth as I know he lies. Also you will see I wrote on the invoice I was not happy with the service or the price for this bill. I will never deal with Pauls again and will contact Revdex.com and maybe see you in small claims court where if you lie there are consequences. I called more than two times and why would you send me an email rather that calling me? The facts are 50 dollars in parts 650 for labor and its a hours job. In a message dated 3/6/2014 8:25:43 A.M. Pacific Standard Time, [redacted] writes:[redacted], I apologize that I was not available the 2 times you called yesterday. I further regret that you feel you had an unfavorable experience with Pauls and our technician, [redacted]. However, I do not find any substantiation for your claims. I see you have threatened to contact the Revdex.com to file a complaint but Im sure once they review the facts, you likely will not be satisfied with their findings. You claim that you never approved the pricing of the work [redacted] proposed prior to starting the work. I have a copy of the invoice which clearly has your signature authorizing the technician to proceed with the work for the price of $679. Had you felt this price was unfair, you should have declined the work at that time. Further, [redacted] performed several different tasks that day and in fact, did not charge you for all the work he completed. He then discounted the invoice amount by $100 in a good faith effort. He informed me that you made several complaints about the time he took to complete the work, regardless of his efforts. Your home is a condominium and the work required us to notify the other adjacent tenants of the water service interruption and obtain their approval as well as locate a water main shut-off which was not clearly marked. You claim you returned to find [redacted] wandering around when in fact, he was attempting to locate your building shut-off. Further, our company prides itself on our flat-rate pricing system which means that quote a price before we start the work, obtain authorization for that work and then complete the tasks. There is no hourly charge and regardless of how long the work takes to complete, the price would remain the same. If you felt he was wandering, it cost you no more money. [redacted] is a stellar and conscientious technician and I have never had any complaints about him being dishonest. Lastly, you mentioned comparing our price to a handyman service. I would offer two comments to that. One, we are a legitimate service contractor with several licenses and we pay each and every municipality in our area to work in a legal and regulated trade. Very few handyman services are licensed in any capacity, let alone have employees and pay taxes. Second, if you had access to a handyman and trust their limited experience, perhaps you should make them your first call for repairs in the future. I will forward this correspondence to the Revdex.com should they require it and consider this matter closed. We have processed your payment and thank you for your understanding. Michael KeifePresidentPauls Plumbing & Heating, Inc.www.85pauls.comProduct_Or_Service: one flex hose and guts to tolietDesired SettlementI feel I was over charged 300 dollarsBusiness Response Our detailed response is included in the Case Description above. A summary of the facts are that we arrived to make various repairs to the water closet. water heater and clear a washing machine drain line. The water closet was completely rebuilt using all new internal parts and a new shut-off and supply line. These tasks require the building water supply to be shut-off. This is a condominium complex and shutting off the water supply requires the adjacent neighbors to be notified prior to water shut-off. Further, the water shut-off valve was not clearly marked and had to be located by the technician. The water closet repairs were made, the repair was made to the water heater as well as the drain cleared for the washing machine.[redacted] complained to the technician that he felt the price was high after the fact, so the technician deducted the price of the drain clear ($122), bringing the total invoice amount to $679. Our policy is to have approval prior to starting the work for the amount quoted and our invoice has a place for that signature and approval. [redacted] signed that location as well as the location for "Acceptance of Work Performed" area. Since we have already made concessions in an effort to make him satisfied, we feel we have responded properly. Further,[redacted] has no basis for his estimation of the costs of repairs, only his perception. He has been accusatory towards our employees and we consider his alleged claim unreasonable. We take any claim to the Bureau very seriously and feel that we have responded in an appropriate manner to this claim.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I wrote on the invoice I wanted to speak to someone and then called three times finnally I sent a email to the firm. I told them I had not initialed to start the work and only signed them after I had paided for the work. The firm never called me back and only sent me a nasty unprofessional email back to me. I will never do businesss with this company and will share my bad experience with all my friends and home owners I know.Final Business Response I have responded to this complaint prior in a complete and timely manner to both the Revdex.com and to the customer.[redacted] seems to want the work completed for handyman rates which he has made reference to prior.[redacted] states that he feels he was overcharged by $300. I fail to find any basis for this amount other than his opinion of what he thinks things should cost. The implication seems to be that somehow our technician was able to swindle [redacted] out of his money and his credit card information. If he had issue with the price, he should have declined to have the work completed and not paid more than the $39.50 diagnostic fee he was quoted. He did state to the technician that he felt the price was more than he expected and the technician completed some of the work at no charge.Lastly, [redacted] has stated he has issue with not receiving a phone call after he wrote on the invoice he wished to receive one. He wrote this on the invoice after paying the amount listed. I was out of the office during working hours for the next few days and received an email from him which I was able to address after hours. I felt this would suffice for a response. Additionally,[redacted] was somewhat hostile and called our technician a liar and dishonest. I felt it better to answer the email rather than engage him over the phone.I will offer a further discount of $100.00 to close this matter and put it behind all of us. The $300.00 amount is arbitrary and is an amount that I cannot authorize. Should[redacted] find this favorable, please contact me and I will send a refund in that amount immediately.Respectfully,[redacted]Paul's Plumbing & Heating, Inc.

Paul's Plumbing sent out one of their employees to check on a water leak and found it was an overflow valve in my gas water heater. He had checked the gas meter but left the heavy cement lid off next to my front fence. He had to open the water heater closet which is outside of the unit and left that door open. He told me the valve couldn't be replaced and a new gas water heater for a manufactured home would be nearly $2000. I did sign a work order, but when I told two of my children, they told me that I should do more research to see if I could find one less expensive. I phoned the plumbing company and cancelled the order that same day, and asked that I received my statement via my e-mail. I did not hear from them and made two more calls to them that I received no answer. I went to their website and sent two e-mails at two different addresses, but they told me they had not received either of them. The night of the day the plumber was here July 30, 2015, the wind blew hard and I heard a loud noise and found me water heater closet door had been blown off the hinges. I had not noticed the gas meter cement lid was off until the next morning, and I was unable to move it back and I was concerned about a child playing might have fallen in and been hurt, so I asked a man who was working next door if he could cover the meter. I did not receive a statement until Saturday Aug. 8, 2015 that was marked with a red "PAST DUE" notice. I feel that this is no way to handle a business and treat a customer, even if I did not order a new water heater from them. I had to get a handyman to replace my water heater closet door and it cost more than the service charge they are asking for.Desired SettlementI believe I should be compensated for the cost of the water heater closet door, and an apology for leaving unfinished business. I am thankful the no one was hurt with that meter box left open. Business Response I am in receipt of the above complaint. There are several issues with the statements made that are false or simply a matter of opinion. First, no gas meter has a concrete lid or is underground. Our technician would have no reason to access an underground valve for a faulty water heater diagnosis. Our technician has stated to me that he did not access any underground valve when quoting the price for the proposed work. Second, if the customer wished to find a less expensive water heater, perhaps she should not have approved the proposal. Additionally, the customer was charged our standard $59.00 Diagnostic fee in which we meet on-site and diagnose the issue and give a proposed solution and price. This is important to point out since the original call to our office was for an unknown water leak. We waive the diagnostic fee if the customer approves the work at the proposed price. All of this took place until she called to cancel the work she had approved. In reviewing the facts, we sent a trained professional to assess her problem and give her a written proposal to correct the issue. This has value and she agreed to to price of the diagnostic fee over the phone as well as approving the work. Her children apparently convinced her to shop for a better price.At this time, we feel we do not owe [redacted] any refund as services were provided and she declined our solution based on price after the fact. However, I will send her a refund of the $59.00 in the interest of time and good faith. Our reputation is very important to us and has been for nearly 60 years.Please notify me once this matter has been reviewed and I will send the refund so long as it will close this matter.Respectfully,[redacted], PresidentPaul's Plumbing & Heating, Inc.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I will accept the refund,and I did make a mistake on the meter box that was left uncovered it was the WATER METER and he also left the door to the water heater closet open and that is the door that was left open and the wind tore it off. I did not receive any statement---signed or unsigned. Also, my children are also owners of this property and they also have a part in any changes to this property. I am sorry these people have to lie for their business. thank you.

RECEIVED A QUOTE FOR REPAIR OF BROKEN PVC PIPE OF $400-$500 WHICH I OKAYED. THEN WHEN REPAIR WAS DONE I WAS TOLD THE BILL WOULD BE $650.00. I WAS OUT OF TOWN AT THE TIME AND WHEN I ARRIVED HOME, I FOUND THE REPAIR WAS FOR 30 INCHES OF PVC PIPE AND 4 PLASTIC FITTINGS. I CALLED THE COMPANY AND ASKED HOW DID THE REPAIR GO FROM AN ESTIMATE OF $400 TO $500 AND ARRIVE AT $650 I WAS TOLD THEY GO BY A "RATE CODE" - I WANTED AN ITEMIZED INVOICE BUT THEY SAID THEY WOULD HAVE THE MANAGER CALL ME TO DISCUSS. THIS WAS 2 WEEKS AGO AND I HAVE NOT RECEIVED A CALL BUT I DID RECEIVE MY CREDIT CARD BILL FOR $647.00Desired SettlementTHEY SHOULD HONOR THE ORIGINAL QUOTED AMOUNT. CAN'T SEE HOW THEY COULD CHARGE $150 MORE FOR 30 INCHES OF PVC REPLACEMENT AND 4 FITTINGS WHICH TOOK THE REPAIR MAN JUST UNDER AN HOUR TO REPAIR. FURTHER, THE PERSON WHO LET HIM IN ON MY BEHALF (AS I WAS OUT OF TOWN) WAS INCONVENIENCED TWICE. WHEN I RECEIVED THE ORIGINAL ESTIMATE THE REPAIR MAN DIDN'T HAVE THE PARTS AND STATED WOULD BE BACK AT 9AM THE FOLLOWING DAY TO DO THE REPAIR. HE DIDN'T SHOW UP UNTIL 9:30.Business Response I apologize for the delay in my response. I have reviewed the circumstances of the service in question and I would like to offer [redacted] a refund in the amount of $200.00. We are a flat rate company and we do quote prices for repairs before we start the work. Although conditions may change once we begin work, it is the technician's responsibility to clearly convey those condition changes to the customer and make them aware of any cost changes. Regardless of whether the technician followed through with that policy in this case, [redacted] does not feel she was treated fairly. After 60 years in business, our reputation is very important to us and we feel it is what sets us apart from our competition. Please share this response with her along with my apologies. I Would greatly appreciate her reconsideration of the Yelp review she posted. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)YES I FEEL THE REFUND OF $200 WOULD BE FAIR AND YES I WILL UPDATE MY POOR REVIEW I POSTED ON YELP WHEN I RECEIVE THE REFUND. HOWEVER, I WOULD LIKE TO KNOW WHY DID IT TAKE THESE MEASURES TO GET THEIR ATTENTION? IF THE MANAGER HAD RETURNED MY CALL AND ADDRESSED THIS ISSUE PROMPTLY THEN I WOULD NOT HAVE HAD TO RESORT TO POSTING A NEGATIVE REVIEW OR FILE THIS COMPLAINT.Final Consumer Response A CHECK WAS MAILED TO ME FOR THE AMOUNT OF $200 RECEIVED AT MY POST OFFICE BOX ON 3/22. THEY (PAUL'S PLUMBING) HAVE FULFILLED THEIR PROMISE FOR THE REFUND.