ProSolutions Plumbing, Heating & Air Conditioning Inc.

Initial Business Response /* (1000, 5, 2016/05/24) */
Pro Solutions offers to meet or beat our competitors price if a written quote is presented to us at time of service and is for the exact job being quoted. Pro Solutions reserves the right to decline the job.
You did not present a competitive...

quote to the service technician upon his arrival. Any pricing you received after the fact, by telephone, does not constitute an "apples to apples" quote. Pro Solutions price is based upon on-site diagnosis and testing of equipment, which is billable time and built into the cost of the repair.
Pro Solutions is a family owned company and has a high reputation for quality service, as you yourself experienced. However, premium service does come at a cost and we all have families to feed and school, so we stand behind the prices we charge. That being said, and in the interest of customer service, I will be happy to adjust your invoice to our corporate rate and refund you $100.00. Pro Solutions does not claim to be the "cheapest" company around, you can always find someone that will do it for less; what we do claim is to offer the best service at a fair price by a company that is fully licensed, both with the City of Edmonton and Alberta Service Fair Trade Dept. and insured for your protection. If these values are important to you then Pro Solutions would be happy to be of service.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is a big differance in being price competitive and simply over charging on a job by as much as you did in this case. If you want to stand by what was charged this tells me a lot about your company. I can only suspect what your company charges the elderly & people that don't know any better. If you don't want to refund the differance I asked for (less the service charge) I fully intend to go to stage 2 and will let as many people know what my expierance was with your company trough social media. Stage 3 will be small claims court. This is a matter of principle and the differance between what is right and what is wrong.
Sincerely
[redacted]
Final Business Response /* (4000, 9, 2016/06/01) */
I have made a sincere effort to address your concern, and I did refund you $100.00, not because we agree with your statements but because we are an honorable, family business and try our best to provide excellent service to our customers. I'm sure you chose our company based on our excellent reputation. Pro Solutions has earned that excellent reputation by hard work and customer satisfaction. We feel our prices are fair for the service provided.
Please be advised that anything you say/post on social media may be considered libel.
Final Consumer Response /* (4200, 12, 2016/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I don't except this & I will be sharing my expierance through social media as promised by weeks end and will began the process taking them to small claims court. This company was given every opertunity to make things right. I look forward sharing my expierance that I had with Pro Solutions with as many people as possible and hopefully save a few people from getting hosed by this company as I did but more importantly seeing them in court where I will prove without any doubt that they are in the wrong. I'm surprised that you used the word honourable they should be ashamed. Regardless I have never complained about the service I received infact had complemented it. To be honest I picked the company because of the low price guarantee? I would like to thank the Revdex.com for trying to mediate this to a fair solution but unfortantly pro solutions will need to go to court to prove they didn't over charge for the job they did and to be honest I'm looking forward to it.

Initial Business Response /* (1000, 6, 2016/04/27) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Sir, in our professional opinion, the reason that the hose bibb failed was due to water freezing inside, expanding and cracking the metal fittings. In our opinion this was...

caused by leaving the garden hose attached to the hose bibb and the water in the hose freezing and causing the metal to crack.
We are not be able to determine if the valve was faulty, however, again, in our professional opinion, if the valve was faulty it would have been leaking from the time it was installed in September 2014.
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2016/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept the response from the business and maintain that this was a installation issue as advised by the third party plumbing service who came to inspect the damage for insurance purposes stating that the hose bib was installed poorly. The issue here for your professional record is that the hose bib was graded towards the house which is what caused the water to accumulate at the bottom of the hose bib leading to the water freezing, expanding and cracking the pipe. These are the basics of installing a hose bib and your journeyman plumber should have followed this protocol and your company is simply not taking ownership for that. Furthermore, I find it strange that you now state that "we are not be able to determine if the valve was faulty," however I was previously advised that this was a manufacturer issue.
Sincerely,
[redacted]