It's our goal to provide a world class customer experience I have reviewed the recorded calls and he called 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 declinedHe 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, etcWe 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 $& $ 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
It is Uptown's daily practice to provide ethical and honest customer serviceWe take all unsatisfied customers very seriouslyIf you would like to discuss this further, please feel free to contact me directly at ###-###-#### Thanks, Kailan
Initial Business Response / [redacted] (1000, 7, 2015/10/28) */ Thank you for contacting Uptown Plumbing, Heating and Cooling and sharing your feedbackWe apologize for any inconvenience you may have experienced with your air conditioningI will review your file and contact you directlyThank you for sharing your experienceSincerely, [redacted] Initial Consumer Rebuttal / [redacted] (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/ Uptown has not fulfilled their promise to contact me directly Final Business Response / [redacted] (1000, 15, 2015/11/16) */ Per phone call with the company: "We refunded [redacted] for the coil that was still under warrantyWe 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 $refund to the customer"
Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ "A year extended warranty and a refund of $2,has been a mutually agreed upon resolution of this issueWe consider this matter closed." Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/10) */ The consumer indicated that he/she accepted the business response
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 Office ###-###-####
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 $& $3500." Yet the estimate they gave me were ranging between $and $ That's about 50% more than the average cost, is it not Please tell me again how is that not a highway robberyno 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# G40S400) cost about $600~ A few other material the plumber used are under $100, which adds up to about $700~ I was charged $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 $for 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
On March 17th we went out to service Mr [redacted] 's sewer lineWe provided upfront pricing for the first hour of service or 100' of cableThis was a customized offer pertaining to the specific situation at the timeMr [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/between the hours of PM & PMThis 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, we sent out another technician with a camera to review the overall condition of Mr [redacted] 's sewer lineOn that day the technician could not pass and unspecified point within the sewer lineAt this point the technician verbally gave Mr [redacted] optionsOne of those options being to excavate the line to repair the point of tree root entry to eliminate further tree roots intwithin the lineOther options included to continue cabling for an additional predetermined hourly priceMr [redacted] at this time chose to confer with his spouse prior to making a financial obligationSome 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 providedAt 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 $This credit was issued on March 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 successWe 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
Uptown's Project Engineer went out to [redacted] and [redacted] 's house on 11/21/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 installThey proceeded to purchase a new furnace, we installed it on 11/23/ 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
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 otherwiseIf you need any further assistance with your toilet we are always here to help!
Initial Business Response / [redacted] (1000, 5, 2016/03/23) */ [redacted] agreed to the price of the repair before work was doneHe had another technitian out a couple days earlier and he was quoted $for a zone valveWhen we went out after hours we did not charge the after hours fee, and also *** agreed to pay $for a zone valve and assemblyAttached is the phone call we had with [redacted] and the invoice he signed the day the work was done
It's our goal to provide a world class customer experience I have reviewed the recorded calls and he called 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 declinedHe 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, etcWe 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 $& $ 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
It is Uptown's daily practice to provide ethical and honest customer serviceWe take all unsatisfied customers very seriouslyIf you would like to discuss this further, please feel free to contact me directly at ###-###-#### Thanks, Kailan
Initial Business Response / [redacted] (1000, 7, 2015/10/28) */ Thank you for contacting Uptown Plumbing, Heating and Cooling and sharing your feedbackWe apologize for any inconvenience you may have experienced with your air conditioningI will review your file and contact you directlyThank you for sharing your experienceSincerely, [redacted] Initial Consumer Rebuttal / [redacted] (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/ Uptown has not fulfilled their promise to contact me directly Final Business Response / [redacted] (1000, 15, 2015/11/16) */ Per phone call with the company: "We refunded [redacted] for the coil that was still under warrantyWe 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 $refund to the customer"
Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ "A year extended warranty and a refund of $2,has been a mutually agreed upon resolution of this issueWe consider this matter closed." Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/10) */ The consumer indicated that he/she accepted the business response
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 Office ###-###-####
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 $& $3500." Yet the estimate they gave me were ranging between $and $ That's about 50% more than the average cost, is it not Please tell me again how is that not a highway robberyno 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# G40S400) cost about $600~ A few other material the plumber used are under $100, which adds up to about $700~ I was charged $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 $for 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
On March 17th we went out to service Mr [redacted] 's sewer lineWe provided upfront pricing for the first hour of service or 100' of cableThis was a customized offer pertaining to the specific situation at the timeMr [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/between the hours of PM & PMThis 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, we sent out another technician with a camera to review the overall condition of Mr [redacted] 's sewer lineOn that day the technician could not pass and unspecified point within the sewer lineAt this point the technician verbally gave Mr [redacted] optionsOne of those options being to excavate the line to repair the point of tree root entry to eliminate further tree roots intwithin the lineOther options included to continue cabling for an additional predetermined hourly priceMr [redacted] at this time chose to confer with his spouse prior to making a financial obligationSome 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 providedAt 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 $This credit was issued on March 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 successWe 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
Uptown's Project Engineer went out to [redacted] and [redacted] 's house on 11/21/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 installThey proceeded to purchase a new furnace, we installed it on 11/23/ 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
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 otherwiseIf you need any further assistance with your toilet we are always here to help!
Initial Business Response / [redacted] (1000, 5, 2016/03/23) */ [redacted] agreed to the price of the repair before work was doneHe had another technitian out a couple days earlier and he was quoted $for a zone valveWhen we went out after hours we did not charge the after hours fee, and also *** agreed to pay $for a zone valve and assemblyAttached is the phone call we had with [redacted] and the invoice he signed the day the work was done