Priority Plumbing & Heating, Inc.

***, In response to a complaint made from customer *** ***, *** called on 11/9/stating she was having boiler issues that it was turning off prematurely and that she has had issues with boiler every time it’s time to start it up for the seasonPrior to us working on
boiler, *** mentioned that she knows its times to replace the boiler being that it was suggested to her and that the boiler is over years old but she was going to try to wait another year *** was put on the schedule the very next day for 11/10/and our tech Brian went out that morning to work on the boiler. When Brain starting working on the boiler he encountered the problem that there was no water pressure so added water to the systemThe next day , on 11/11/*** called stating that the boiler was working but PSI level went down and a fitting was leaking. Again, on 11/12/Brian went out found that there was a blockage so cleared it by cleaning screen on filltrol valve. Water pressure was building up and holding; all zones were working and base board was heating up and all operations were when Brian left. As far as not responding, unfortunately I was out of town taking care of personal issues and couldn’t respond personally but I feel that my staff scheduled Ms*** on a timely manner and returned her calls each time she called and completed the job. If fact, we had advised *** that a new boiler was neededTherefore, I feel that I shouldn’t have to refund Ms*** for a job completed and services rendered. If you should have any further questions, please do not hesitate to contact me Thank you, James L***Priority Plumbing and Heating Inc.PO Box 2829Los Lunas, NM 87031###-###-####***

Complaint: [redacted]
I am rejecting this response because: I do not accept the business owners "excuse" for not returning my calls regarding our boiler issues.  If in fact he was "out of town taking care of personal issues and couldn't respond personally", I can understand that.  Yes, his technician did respond, but the week PRIOR to my calling the owner several times for assistance.  If he was in fact "not available", "why" didn't the female answering the phone each time I called let me know that or have the technician call me to discuss the problem or "why" didn't the owner call me back once he returned?  This is not good business practice from my point of view.Although I realize that this company will not make any of this "right", I do not accept their "rational" for not calling back, and do not feel the complaint is resolved.  Fortunately we have connected with a very reputable company, had our boiler replaced and all is working fine.  As noted in my original complaint, we did understand that we likely needed a new boiler.  This was not and is not the reason for the complaint.  The issue is the company not being responsive to customers when they call and request a call back, out of town or not, there is more than one employee working for this company.  We will not recommend this company to others in our community or elsewhere in the county.  We understand that this complaint will likely need to be closed, but hope it will not be closed as "resolved".  Thank you to the Revdex.com for looking into this.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]