R & W Construction Company, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for your help in resolving this complaint

We processed the refund last Thursday and it hit the mail on Friday. So, he probably didn’t have it on 4/but should have it by today I would think

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** First of all, I hope that Uptown Plumbing will improve on their customer service and be more polite and responsive in handling their customer's complaint so that my complaint did not have to be escalated to involve Revdex.com After my last response to Revdex.com, they agreed to refund $for the cleaning of the carpet Although it is not an ideal resolution, I have accepted it in order to have closure to this very unsatisfactory incidentWhile I appreciate the money they refunded for the cleaning of the carpet, they did not address the pressure selling of unnecessary parts and the unethical nature in asking their customers to sign on a blank screen and add declaration of satisfaction afterwards without the customers' consent All in all, I stand by the truthfulness of my original complaint, and hope that Uptown Plumbing will improve on their honesty, integrity and professionalism

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Ian, the original technician on the job, provided options on replacing the Heat Exchanger (Option A on attched) which shows that the price for replacing the heat exchanger was for labor only. Customer did not choose to replace the heat exchanger, but rather replace the entire furnace. As previously stated we typically do not deal with warranty heat exchangers unless we installed the furnaceHowever they were still given the option to do so

I am rejecting this response because: This furnace was in my name, not hersThe furnace failed due to defective part, not the installationThe money is owed by Bryant and the Uptown tech told us the part was free under warrantyIs it your position that you only partially honor the warranty?

Initial Business Response /* (1000, 8, 2015/07/23) */
Thank you for the opportunity to meet and review the drain cleaning services that you received on February 2, 2015. I'm sorry to hear that you had a separate sewer line back up four months later.

When the service was performed on February 2,...

the technician assessed that it was a main sewer line issue and provided an estimate to clear the drain. The contract was signed by [redacted].

The drain technician performed the drain cleaning service on the main sewer line. He was able to remove some roots from the line and was able to get water to drain. On the invoice it states that there was a problem at around 30' to 40' out. The technician verbally recommended having the sewer line inspected with a video camera and the service was declined.

With the repair made, there is a 30-day warranty on the drain line. If the sewer line had backed up within the warranty period, a technician would have returned at no charge to re-clean the main line. This would cover clearing anything that was put down the drain, or other variables that can cause a back up.

Customer satisfaction is important to us. We are extending a refund for the amount paid for the service.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not do their job they were paid for and it backed up about 40 days and when Tony was here . I had the same thing done about 8 years ago and they fixed it but did not need a camera to do so! I have a huge mess to clean up and they should pay for the loss because they did not do their job! I am the owner of the house and paid the bill and a check was sent to the wrong person. There is no such person as [redacted]! They also said it was 100 feet to the street and it is only 70 and they also said I had a broken line and I didn't have the funds to fix that or to pay to have them put a camera down, I also had to ask Tony to leave my house 3,times before he left. The person was only here for about 30 minutes to clean the drain which I thought should take longer! All the tech talk Ed about was this happened to his mom I

We have spoken to the customer and came to a resolution.  We have refunded money and he is now satisfied…   Jessica [redacted] Customer Experience Manager Uptown Plumbing, Heating & Cooling [redacted] Mpls, MN 55411 Office ###-###-####

Initial Business Response /* (1000, 5, 2016/03/23) */
[redacted] agreed to the price of the repair before work was done. He had another technitian out a couple days earlier and he was quoted $449 for a zone valve. When we went out after hours we did not charge the after hours fee, and also [redacted]...

agreed to pay $899 for a zone valve and assembly. Attached is the phone call we had with [redacted] and the invoice he signed the day the work was done.

Initial Business Response /* (1000, 7, 2015/10/28) */
Thank you for contacting Uptown Plumbing, Heating and Cooling and sharing your feedback. We apologize for any inconvenience you may have experienced with your air conditioning. I will review your file and contact you directly. Thank you for...

sharing your experience. Sincerely, [redacted]
Initial Consumer Rebuttal /* (3000, 9, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Uptown has not contacted me.
My complaint was opened on 10/15/15
Uptown has not fulfilled their promise to contact me directly.
Final Business Response /* (1000, 15, 2015/11/16) */
Per phone call with the company: "We refunded [redacted] for the coil that was still under warranty. We are unable to refund for the labor that was needed to install the coil (thus the difference between our price of fixing and the coil price) we stand by our $487 refund to the customer"

I apologize you are going through this with your toilet.  When our technician was out he was working on your sink, he was unaware their were any toilet issues.  He turned off the water to the whole house and then began working on the sink upstairs.  Because the toilet was previously...

clogged and no one informed our technician about it, when the water was turned back on, the toilet overflowed.  Our technician would have no knowledge or even a reason to check all the drains in the house as we go in assuming all the plumbing is in proper working order unless stated otherwise. If you need any further assistance with your toilet we are always here to help!

On March 17th 2017 we went out to service Mr. [redacted]'s sewer line. We provided upfront pricing for the first hour of service or 100' of cable. This was a customized offer pertaining to the specific situation at the time. Mr. [redacted] signed off on the paperwork agreeing to the work at 100' prior to...

the start of any work.After our technician successfully achieved drainage well within the specified period, he set up a Camera for the following Monday 3/20/17 between the hours of 1 PM & 3 PM. This particular tech didn't have a camera with him on the day we performed the service for Mr. [redacted]. The logic was to get the line cleared and we could Get a camera in the line to further evaluate the situation at a later time.  On the March 20, 2017 we sent out another technician with a camera to review the overall condition of Mr. [redacted]'s sewer line. On that day the technician could not pass and unspecified point within the sewer line. At this point the technician verbally gave Mr. [redacted] options. One of those options being to excavate the line to repair the point of tree root entry to eliminate further tree roots intwithin the line. Other options included to continue cabling for an additional predetermined hourly price. Mr. [redacted] at this time chose to confer with his spouse prior to making a financial obligation. Some time went bye and Mr. [redacted] reached out to inform us via customer service that he had went to a different company as he felt dissatisfied with the service previously provided. At this point it was brought to the management where it was decided that he should receive a refund of 50% of his funds in the amount of $202.50. This credit was issued on 31 March 2017. Although , Ideally if Mr. [redacted] would have given us the opportunity to continue to work on the drain and continue removing tree roots we are confident that we would've had the same outcome which was overall success. We did call and leave Mr. [redacted] a message unfortunately we did not receive a return call the next communication was interaction with the Revdex.com.

It's our goal to provide a world class customer experience.  I have reviewed the recorded calls and he called 3 times, twice hanging up and the third time stating that he would call back.  This was not sent to us by our 3rd party answering service who receives our overflow calls since he...

indicated he would call back and he did not need a return call.  I have emailed him another copy of the invoice and a copy of his options/estimates).  Our plumber offered him multiple options including a BOGO special, which he declined. He chose a basic option at the lowest cost.  This option didn't include a special or a expansion tank.  We offer straight forward pricing and do not provide cost breakdowns.   Our pricing is all inclusive of parts, labor, material, etc. We presented options and pricing in advance and he agreed to the price before any work began.  We applied for the permit same day as the requested work and we are awaiting an actual permit from Roseville.  Once received we forward it to him via email.   Until the permit is received we are unable to schedule an inspection.  We have no control over the length of time it takes for us to receive it and cannot rush this process.  The water heater is up to code.  There is additional piping that comes into the water heater that should be replaced (we suggested this) and the inspector may not pass the water heater based on that.  We will complete the pipe work before the inspection at the quoted amount.  As far as the opinions of his friends,  when researching the average cost of a water heater online in the twin cities metro you will find that it is between $1200 & $3500.  Overall, we did everything we said we would and will continue to do so.  If for some reason we fail inspection, we would fix that and make sure our work is up to code, however at this time we feel it is.  Please let me know if you need anything else from us.  We want to resolve this the best we can.  But we also want what is fair for all parties involved.

I am rejecting this response because: A quote from the previous msg replied by the business: "As far as the opinions of his friends,  when researching the average cost of a water heater online in the twin cities metro you will find that it is between $1200 & $3500."  Yet the estimate they gave me were ranging between $1871 and $4733.   That's about 50% more than the average cost, is it not.  Please tell me again how is that not a highway robbery... no wonder the invoice they sent me were all "straight forward pricing and do not provide cost breakdowns."  After a bit of research myself, I can pretty much lay out the cost breakdowns myself.  The water heater (model# G62 40S40 400) cost about $600~650.  A few other material the plumber used are under $100, which adds up to about $700~750.  I was charged $1871 upfront before the coupon (I had to help the plumber carry the water heater up and down just to earn the coupon), which means I basically paid the plumber almost $1200 for 2 hours of labor, aka $600/hr?  Is this for real? Even with permits and what not, it still rounds out to $500/hr.  Please tell me what is the average hourly cost of plumber labor in the Twin Cities Metro.  I bet it's nowhere near that.

It is Uptown's daily practice to provide ethical and honest customer service. We take all unsatisfied customers very seriously. If you would like to discuss this further, please feel free to contact me directly at ###-###-####.  Thanks, Kailan.

Uptown's Project Engineer went out to [redacted] and [redacted]'s house on 11/21/2015 and presented options to replace their furnace.  While there, [redacted] went online to Bryant's website and found out that she was not eligible for a heat exchanger replacement.  We stated that we do not deal...

with warranty heat exchangers on system we did not install. They proceeded to purchase a new furnace, we installed it on 11/23/2015.  Four months later they filed a complaint with the Revdex.com stating they wanted money back for the heat exchanger.  At this time, we are not refunding the customer.

Initial Business Response /* (1000, 5, 2015/12/08) */
"A 2 year extended warranty and a refund of $2,000 has been a mutually agreed upon resolution of this issue. We consider this matter closed."
Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */
The consumer indicated that he/she accepted...

the business response.