Platinum Home Services, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
When the listing agent called to ask them to come out before the 30day mark to see what was wrong with the heating system he told the secretary that he was going to pay the fee he asked her if she wanted his credit card information and she told him no that she would bill him after they came to the home they were supposed to go out the following day and called late in the day to say that they had to reschedule to another day of course to their advantaged it would now be over days When the technician came he looked at the furnace told the buyer that yes the circulator pump was not working and would be to repair they did not fix anything that day they then made the buyers pay them the 99 dollar service fee so his secretary lied to the listing agent by telling him they could bill later also why would we want them to fix the furnace when they were the ones who were originally called twice to fix this problem and both times did not fix it when it was still under contract with the original owner and also not only did they not fix the furnace but when they replaced the thermostat they put in a digital one and then connected it incorrectly and had they checked to make sure it was working they would have known the the circulator pump was not kicking on I have found numerous complaints against this company for lousy service all I am asking for is the service fee be reimbursed because we do not want this company to work on their furnace and will also warn others of this company and poor service not to mention a secretary who is not trustworthyThey already cost the buyers the repair fee due to their negligence on checking the repairs the they made when it was under contract
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
[All these lies from themDo you think my finished basement with all these holes? There are many more holes that Revdex.com not allowed to upload more pics hereThis company Platinum *** Services did a bad jobThey hired inexperienced and lazy workers to work on big project and ruined my houseThe owner *** *** was so mean, rude and used profanity like nothingOh guess what, they flooded my 3rd floor computer room, wet my stuffs, the water came down to my 2nd floor new renovated bedroom ruined the walls and new floor, and dripping down to my kitchen's ceilingTheir workers freaked out and left, not a single phone call or sorry from ownerHe never mentioned it and acted like nothing happenedIf they are professional and licensed how the hell the guy didn't know how to pressure test the pipes before filled them with water? There are a lot more for me to mention but I'm not going to waste more of my time on themJust stay away from themI had too much stresses and nightmares with them.]
Regards,
*** ***

My company Platinum Home services went out to perform a service for customerThis service included an inspection and cleaning for equipment cost of this is a dollar service fee which customer paid in fullMy technician made customer aware that the draft inducer/switch combo would need to
be replaced and this could be covered under manufactor warranty and that we could check on this for the customer,We however did not install any of this equipment or parts and the warranty would not in any way be covered under usI had my technician trying to search everywhere possible and could not find part under warrantyI myself the office manager made numerous attempts to call customer as promised 2/9,2/and also spoke to customer over the weekend 2/and numerous other times in regards to thisI could not reach him as of Febuary Tuesday to explain to him he would need to purchase these parts himself and we could install them for a seperate cost

The complaint by the customer is he has been in contact with the owner and agreed to go with the way the job was priced and discussed during the walk through on Monday with the owner and our workers will be returning todayWe have been at this *** and the house is in not the best of
condition and the holes that he is tal*** about are in reference to the condition of the *** not due to the work of our crewOur crew had been wor*** there days on the forth day after him always being there and supervising and also taping our workers did he have a issue

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I am wondering if you have been given inaccurate infoIn my complaint, I explained that two different techs from Platinum, had to come on December 15th, 16th, 17th and 19thThey didn’t find the real problems, until my brother-in-law was there. “12/16 we received a no heat call a tech was sent out he checked for error codes on the furnace and there were none and she did have heat so a thermostat was replaced.” Again, as I stated before, the problems started on Dec10th, however, I had heat on Dec14thThe first visit was on Dec15th and it was working when he leftHowever, the night of the 15th, the furnace stopped workingWhen *** came on the 16th, I had NO heat.“On 12/a technician was called out there for no heat and that's when he noticed that the issues was with the drain pipe and it getting back up because it was freezing up due to it being drained outside.” Yes, and what about the other issues? The line wasn’t bled, the gas valve, the solenoid, the old filter? Why is it they couldn’t determine these problems on the 15th and/or the 16th? I’m thankful my brother-in-law was there on the 17th.“While out there on the no heat call it was noted to the customer there would be an issue with the way it was drained because it was frozen” Yes and why wasn’t this brought up to me before the installation was complete? Either your tech knew that this pipe would freeze and just did it that way anyway, which is negligent, or he didn’t know that it would freeze, which is inexcusable.“and it would continue to freeze when temperatures were low, her spouse stated lets get the system up and running and worry about that later.” I can’t confirm this, but I’d like to state for the record, it was my brother-in-law, not my spouseA nitpicky detail, I know, but I’d really like to make sure the record is straight on that one. “He stated to the owner that was the issue was the drainage system she was going to relate the information to the condo association so they could correct it she didn't feel it was her responsibility.”I never said it wasn’t my responsibility, but I was told by ***, Platinum’s tech, that it was the condo’s responsibilityHowever, I didn’t fully understand the problem at that timeIan told me that the drainage problem was the responsibility of the condo associationI didn’t know how he would know that, but he seemed sureI wanted to know if he was right, so I relayed that info to the condo assocThey said they are not responsibleIt’s the way it was installed that is wrong“The condo association did reach out and spoke in detail with our tech and the unfortunate circumstances the home owner has experienced was not due to the workmanship preformed by Platinum Home Services but because of the set up the drainage system.”Then who is responsible? The condo assocdidn’t install the furnace and they are not responsible for figuring out how to drain condensate properly.“(issues that were addressed to the homeowner before the install by her condo association and also by the tech)”NO! This was NOT addressed before the furnace was installed!! It’s not the condo’s responsibility to figure out how to drain the condensate, nor is it mine.“The plumbing inspector did reach out to the owner and he found no fault on Platinum's workmanship or the install.” I called the inspector and he did say that the way the condensate drained outside was legal, but not the best way to install it due to the fact that the pipe will freeze.I checked the furnace manualIt says to take proper precautions when installing condensate drainage, due to the fact that in freezing temps, the pipe could freeze and this causes the furnace to stopWhat precautions were taken by Platinum, to prevent the pipe from freezing?“The customer was upset about having to pay for the thermostat”A thermostat I didn’t need!!! Even Ian admitted it wasn’t the thermostat that was the problem, but he told me that his supervisor said no to a refundThere is nothing wrong with my thermostatI have re-installed it, in fact, and it’s been working fine“we told her that to off set the cost of the thermostat we would do what was needed to correct her issue which was to install a condensate pump at a discounted price, she did stop payment on the $check for the thermostat that was installed.”Yes, I did put a stop payment on the check, because I was told that a refund was not comingA refund for something that even Platinum’s tech admitted I never needed.The proposal from Platinum wouldn’t have fixed the problemThe condensate was freezing as it reached the outside, at the end of the pipeA pump wouldn’t have taken care of thatMore would’ve needed to be done to keep the pipe from freezing.If *** had merely explained to me, preferably before the install, but even maybe during the install, that the drainage would be an issue and that it was going to end up costing me more money, then at least I could’ve been informed and decided what to do at that time, and I might never have gone ahead with the installation to begin withI was never made aware of this drainage issue before or during the install.Also, I forgot to mention that the condensate leaked out all over the floor of my furnace area, causing stains and it seeped through the garage ceiling, leaving stains and peeling paintUnfortunately, the garage ceiling is above my neighbor’s garageI’ve spoken to her about it, and she is not concerned about the stains or the peeling paint, thankfullyIt has dried out and now that the furnace is working properly, hopefully there will be no more leakingI have pictures of this leak, taken prior to the repair
Regards,
*** ***

This complaint that was filed was due to the realtor had sold the home and tried to use the previous owners [redacted] contract, we explained they could not do this and the new owner or realtor would have to pay out of pocket. The office manager explained to the customer that we charge a 99 dollar...

service fee to diagnose any issues with the furnance. The work that my technician performed was needed for the system and we explained we could also not refund the money for the part that was fixed.

This customer was made aware ahead of time of a 79 dollar service fee. My company did go out and look at the job and what needed to be done that is what this service fee covers. We had scheduled to go back customer wanted to cancel and not go further with any work she was not charged  any...

additional fee.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].      
I can see that they have no intention of making this right. I will defer to the Revdex.com as to what to do next. I am not satisfied.    Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[The technician showed up on Friday did not assess the problem and left.  I was told Monday after calling he was fired.  I scheduled a visit for Monday the technician did not show up and I received a call he will be 2.5 hours late.  I asked for a refund this is no way to conduct business.  It was essentially a scam.  ]
Regards,
[redacted]

I am very familiar with the situation with this customer. On April 4, 2016 this customer called Platinum Home Services initiating service. She stated she had various plumbing issues and wanted us to come out and give her an estimate. I explained to her that we charge a $79 service charge to come out...

in that fee is waived with any work done. She stated she was not paying the service fee and wanted someone to come out for free. We decided to waive this fee as a one-time courtesy because she was a new customer. On April 5, 2016 [redacted] went out to her residence and gave her an estimate for two tasks totaling $225.00. The first task was to install a tailpiece to connect her pedestal sink. The second task was to replace the turn stop under her kitchen sink. She accepted the price and the job was scheduled. On April 7 [redacted] returned to complete the job. [redacted] was on site from 9:30a to 1:30p to complete the job. 3 weeks later On April 28 [redacted] called and I spoke to her. She stated that we were supposed to return to install the faucet and shower head and that she had already paid for this to be done. I explained to Mrs. [redacted] that the faucet and shower head were additional. At that Point it turned into a back-and-forth match and was not going anywhere. She then brought up about a chip in the porcelain that she had never mentioned before this point. She then stated that she wanted a full refund because of that. She said she would find somebody else to do the remainder of the work. I explained to her that we could not issue a refund because we had already performed the work that we agreed to. The conversation then ended and that’s when she decided to go forward with a complaint with the Revdex.com. I tried to call her two times since that complaint came in and she has not returned my calls. If you have any questions further questions regarding this matter please let me know. Enclosed you will find a copy of the original invoice.Thanks and have a great day,[redacted]

This customer locked the techs out of the [redacted] the day the job was to be completed there was minimal work that needed to be tied up and he would have had the job completed. From the being he had tried to have the invoice revised and the 6th request we told him we didn't think we were the right fit for him and he should seek out another company( his let's make a deal tactics was a waste of our time) he left a message saying "he's isn't rich and needs heat". He called a couple of days later after receiving that email and wanted to place the $8000.00 deposit.He was aware of the holes that needed to be done he did this project backwards you don't repair a house and then add in a COMPLETE heating system including baseboard he asked the tech to hide certain dummy boards that would require cutting holes into the wall(now he claims its a problem). This customer may claim the owner used bad laugh but this customer talks over you, records your conversation and video tapped the workers any of this would make the most calm person use inappropriate language. We have been dealing with him since August when he initially called for a estimate and has been as[redacted] for revised invoices, if we did a partial install, if we just did baseboard, etc. He did a walk through with the owner everything was described in detail 4 days into the job he claimed that is not what he wanted. He wanted pipes put a certain way because of furniture he wanted to have in certain area, he made a issue about a thermostat and the position of it. We have a signed contract and his revisions he asked the owner to do after the first issue we had with them and he still wasn't satisfied.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
Platinum [redacted] Services didn't do anything to the flood they caused damage to my house and they've sent out the same inexperienced and lazy workers again. It wasn't minimal of work that needed to be done. Their lack of experience and laziness might take them another week. Who would let them in again to cause more damage and stress? Who would want to deal with the owner with lack of manners and respect to his customer? He was the one that not listened and talked over his customer. Do you think my lack of English can overcame his speech? He made fun of my English and used profanity.  PHS blamed their customer by "watching their workers" caused them two times longer to finish the job. Most of the time I was just passing by and sometime I said "hi and how are you doing?" that was it. Their worker, "lazy" [redacted] drilled through the wall into another room caused damage to my new closet furniture because he was so lazy didn't want to drill couple studs to start 2nd floor zone at the corner. He wanted easy way by installing a long dummy board right in the middle of the room to connect the [redacted] line and run it to the corner. I already had my closet furniture there and he still drilled through it. Also, "Lazy" [redacted] asked me where the thermostat should be. I told him the other [redacted] told me the thermostat should be away from the stairs, inside the bedroom or near as possible and this lazy guy won't drill a stud to get to the right position. He went to cry to his owner and caused more misunderstanding. Everytime, he found a stud he shaked his head and cried about it. If he doesn't want to do it why charged me to replace all piping and baseboard through out the house and must replace loops for all baseboard? That was unprofessional and laziness of them. If they are professional and have nothing to hide why they're afraid of someone watching them. I have my right to watch what they do to my house, after they cut many of the studs weakened the wall, instead of drilling them, drilled through my furniture and took some of my [redacted] buckets.  They've hired inexperienced and lazy workers, missed the deadline by miscalculated the amount of work and people needed for the job. The project was 5 days and they dragged it to two weeks, because most of the days they had only two inexperienced and lazy workers to work and they took a lot of break time and trips to buy stuffs about 1.5 hour each. Only two days with 4. Four days into the job they only got baseboards installed on 1st floor and no pipe connected yet, and just baseboard covers on 2nd floor and 3rd floor. Two radiators were still there, old copper and iron pipes that they cut out still were not level to the floor. and maybe half way on boiler. The owner came and saw the work, knew they won't meet the deadline. He tried to convince me and switched to [redacted] to save time and money. I wasn't convinced by him. He went crazy, packed up everything and sped away with my $16,000. Next early morning, the owner knew he did wrong and called back to send the same inexperienced and lazy workers back. He said will finish by Monday. I need heat for my kids so I let them back. Into 2nd week, Monday passed by to Thursday still only two workers, except Wednesday [redacted] came in for 2hours. On thursday, they've rushed it and let inexperienced guy worked on the boiler instead of the right person which was [redacted]. He skipped safety steps, his solder joints were not good caused leaks and flooded my house. They've packed up and left without a word. The owner knew about it, didn't call back, acted like nothing happened. Bad company, bad owner, bad services. They took my $16,000 and I have no heat for my baby and little kids. It was a nightmare for my family and I.Big lessons learned for me. Look for friend's company maybe easier to deal with. Make sure everything is specifically listed, ask for their insurance info. Make sure the workers are professional and licensed. Not someone couldn't even hammer a nail, drill a stud, straight cut a baseboard. Avoid hiring lazy workers. Call them out right away before they blame you.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below. 
[If you are rejecting the business's response please enter your rejection comments here.]I called Platinum Home Services because my heating system became unreliable. I was told that initial visit would be $99 and if any further repairs were required that amount would be applied. After first visit I was told unit was in need of part and that it was also under warranty. For weeks I had no response When I contacted service I got a run around. This is deplorable service. I have requested to speak with supervisor. No response. This company is irresponsible.. This morning it's -1 degree outside and I have had no heat for 24hrs.
Regards,Leslie Fortier
[redacted]

The install was done on 11/23/16 and this customer was made priority when she did have a issue which was only recently.  12/16  we received a no heat call a tech was sent out he checked for error codes on the furnace and there were none and she did have heat so a thermostat was...

replaced. On 12/17 a technician was called out there for no heat and that's when he noticed that the issues was with the drain pipe and it getting back up because it was freezing up due to it being drained outside. While out there on the no heat call it was noted to the customer there would be an issue with the way it was drained because it was frozen and it would continue to freeze when temperatures were low, her spouse stated lets get the system up and running and worry about that later. He stated to the owner that was the issue was the drainage system she was going to relate the information to the condo association so they could correct it she didn't feel it was her responsibility. The condo association did reach out and spoke in detail with our tech and the unfortunate circumstances the home owner has experienced was not due to the workmanship preformed by Platinum Home Services but because of the set up the drainage system (issues that were addressed to the homeowner before the install by her condo association and also by the tech). The plumbing inspector did reach out to the owner and he found no fault on Platinum's workmanship or the install. The customer was upset about having to pay for the thermostat we told her that to off set the cost of the thermostat we would do what was needed to correct her issue which was to install a condensate pump at a discounted price, she did stop payment on the $150 check for the thermostat that was installed.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 Hi, I read response and I disagree with some of the information is not true!... I have never received or rejected any calls from Platinum after complaint with Revdex.com was filed!... Second the last time I was able to speak to [redacted]rey [redacted] was on May 18tg, 2016, I was at medical appointment and he asked me to call him back, I called him back several times even leaving VM, without success!... The day that [redacted] came over to do the work, he called me that evening and I informed him that he chipped the sink pedestal and also that he didn't secure the sink with caulking or anything!... He set a few appointments to come correct the problem and always there was no shows!... He also told me that he was trying to locate the piece that I needed for the shower knob, weeks went by and again he failed on completing the job!..The last appointment that [redacted] set up he didn't show up and always gave me an excuse!... IThat same day Platinum Home Services called me to tell that [redacted] wasn't going to come back and that a service manager was going to call me!... Once again I didn't get a call from anybody...I was given the runaround by this company!... At no time I said that I wanted a refund, I just wanted them to complete job!...I am a very honest citizen and [redacted] was very much aware that I told him he had chipped the pedestal the same evening when he solid repairs!... Therefore, I don't know where [redacted]rey [redacted] is responding to this call mplaunt the way he is!... On May 18th, when I spoke to him his attitude towards me was somewhat sarcastic!.., "Like what you want me to do my plumber went there and spent etc amount hours for $225.00!... Sfter that he didn't answer my calls or VM's !.,, He is just not being honest!..,
Regards,
[redacted]

We were contacted both by the Plumbing Inspector which the customer called and the condo association(which she had made a call to the office asking if they called us yet). The inspector found no fault in the workmanship or install, when the tech spoke to the condo association it was stated that Mrs. [redacted] was told that if she ever upgraded to a high efficiency furnace that the drainage system may need to be replaced. When she had stated she was going to speak to the condo association it tells me that she was aware of the issue making the statement true, she was going to speak the condo association because she felt they should be responsible. If on that day she chose to correct the issue and not wait to speak to the condo association we would have never had to go back out there. The received the service and the equipment she paid for was no discussion with the drainage system and that being the reason why we never quoted it in our system. Yes, the thermostat wasn't needed but there were no error codes in the system she stated she had no heat when she clearly did that was the only resolution until that night the temperature got to freezing temperatures and the line froze once again. If Mrs. [redacted] would have let us to the repair before trying to contact the condo association she would have had no further issues and if she let us do the repair she would have gotten the full credit for the thermostat and would have gave her a very fair price to correct it but she chose to stall the repair by waiting on the condo association answer and she chose to call another company we wanted to work with her to help her. Before trying to work with us she stop payment on the check and she also posted a negative review on [redacted] she was made priority with the issues she had but they weren't bought on by the install and she had no heat because the system shut down because the line would freeze and by waiting for the condo association response she put herself at the chance of losing heat if the temperatures dropped everyday she waited as apposed to just correcting it when the tech was there and clearly stated what the issue was.