Professor Plumb

Initial Business Response / [redacted] (1000, 5, 2015/12/18) */ Dear BBB Representative, Mr. [redacted] first contacted us about his troubled Hydronic system in July, 2015. At that point, he opted out of utilizing our services as the investment was more than he wanted to pay He called back on 12/14/15,... and stated that he had another company service his system in July, and that he has a Munchkin Contender Boiler that services his hydronic heat, that the system was installed in 2008, and that the pumps were circulating, but he was concerned about a constant knocking noise, which could be stopped if he restarted the system. He specifically noted that the boiler was showing a FLU error code, which indicates that there is a problem with the venting system, causing the boiler to lock out for safety. We scheduled a diagnostic visit for 12/16/15, and were greeted by Mrs. ***, as Mr. [redacted] was in Denver on business. After taking time to investigate the boiler and system installation, our technician explained to Mrs. [redacted] that the system had never been properly installed, and that there was no easy fix. He also told her that a report would be furnished and a proposal drafted (to amend the items that were not done to the manufacturer specifications for the boiler) so The ***' would know what investment they were getting into and could make an informed decision. I personally picked up a call after hours that day and was berated, condescended to, and treated more poorly than I have ever been treated in my 12 years of running a business and serving the public. I am aware we are in a service business, and I earnestly was trying to be helpful and offer a solution, but I am not a whipping boy, and this behavior has no place in a professional exchange. The same evening, Mr. [redacted] received a phone call from my husband, The Professor of Professor Plumb, who explained in detail what was happening with the system, that there was no easy fix, and that a report and proposal would have to be drafted. The next morning, Mr. [redacted] called 4 times and berated my dispatcher, and my Office Manager, in an attempt to convince us to drop everything and attend to his needs. As we have other customers, and duties related to running our business, The Professor was not available to attend to him at that moment, which highly annoyed Mr. ***. As we understand that people have timelines and needs, we attempted to refer Mr. [redacted] to another reputable company, but he kept my Office Manager on the phone for 15 minutes, insisting that we serve him on his terms. As President of Professor Plumb, I will not allow my team to be treated as if they have no human worth, as a byproduct of providing solutions for our clientele. I am delighted to waive the fee for the diagnostic visit to be free of the burden that is Mr. ***. Thank you for your help in this matter. [redacted] President Professor Plumb Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an arrogant, nasty group. As evidenced by the misrepresentation of their explanation. The waiver of their fee, since costing additional money after not owing up to breaking our system is satisfactory, but their misrepresentation of the situation and condescendence is emblematic of their services and culture. Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2015/12/18) */
Dear Revdex.com Representative,
Mr. [redacted] first contacted us about his troubled Hydronic system in July, 2015.
At that point, he opted out of utilizing our services as the investment was more than he wanted to pay
He called back on 12/14/15,...

and stated that he had another company service his system in July, and that he has a Munchkin Contender Boiler that services his hydronic heat, that the system was installed in 2008, and that the pumps were circulating, but he was concerned about a constant knocking noise, which could be stopped if he restarted the system.
He specifically noted that the boiler was showing a FLU error code, which indicates that there is a problem with the venting system, causing the boiler to lock out for safety.
We scheduled a diagnostic visit for 12/16/15, and were greeted by Mrs. [redacted], as Mr. [redacted] was in Denver on business.
After taking time to investigate the boiler and system installation, our technician explained to Mrs. [redacted] that the system had never been properly installed, and that there was no easy fix.
He also told her that a report would be furnished and a proposal drafted (to amend the items that were not done to the manufacturer specifications for the boiler) so The [redacted]' would know what investment they were getting into and could make an informed decision.
I personally picked up a call after hours that day and was berated, condescended to, and treated more poorly than I have ever been treated in my 12 years of running a business and serving the public.
I am aware we are in a service business, and I earnestly was trying to be helpful and offer a solution, but I am not a whipping boy, and this behavior has no place in a professional exchange.
The same evening, Mr. [redacted] received a phone call from my husband, The Professor of Professor Plumb, who explained in detail what was happening with the system, that there was no easy fix, and that a report and proposal would have to be drafted.
The next morning, Mr. [redacted] called 4 times and berated my dispatcher, and my Office Manager, in an attempt to convince us to drop everything and attend to his needs.
As we have other customers, and duties related to running our business, The Professor was not available to attend to him at that moment, which highly annoyed Mr. [redacted].
As we understand that people have timelines and needs, we attempted to refer Mr. [redacted] to another reputable company, but he kept my Office Manager on the phone for 15 minutes, insisting that we serve him on his terms.
As President of Professor Plumb, I will not allow my team to be treated as if they have no human worth, as a byproduct of providing solutions for our clientele.
I am delighted to waive the fee for the diagnostic visit to be free of the burden that is Mr. [redacted].
Thank you for your help in this matter.
[redacted]
President
Professor Plumb
Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an arrogant, nasty group. As evidenced by the misrepresentation of their explanation.
The waiver of their fee, since costing additional money after not owing up to breaking our system is satisfactory, but their misrepresentation of the situation and condescendence is emblematic of their services and culture.
Complaint Response Date bumped because: Holiday