R.A. Nichols Plumbing & Heating

When the tenant called our office on August 27, 2016, we sent out a technicianUpon arrival, the technician found a sixteen year old water heater that was leakingAfter evaluation of the situation, our technician concluded that a new water heater was necessaryThe owner gave permission to the technician over speakerphone with tenant present, to have him complete the work After replacing the unit, no obvious leaks were foundThe tenant did call our office on August 31, to report that there was still a leak in the areaWe dispatched the technician to the site, where he found an additional pinhole leak in a pipe behind the water heater unitOn the first visit, due to the leaking water heater, the second leak was undetected, and was difficult to detect upon returnIt was only during the second visit, with the new water heater, that the technician was able to confirm there was a 2nd leak was behind the water heaterOur technician did not try to charge the owner a six hundred dollar fee, but instead waved the fee because we had just been out to service the leaking water heater unitThe technician did, however, inform the tenant that it was a job that has a value of six hundred dollarsThe customer never called our office or reached out via our online support system to voice her complaint, giving us a chance to explain the situation, or to rectify any grievance, professionally and in a timely mannerInstead, she immediately reached out to the Revdex.com and posted negative comments on social mediaExceptional customer service is very important to us here at R.ANichols, and we would have been happy to speak with the customer about her dissatisfaction

The customer with this complaint was never charged for any serviceWe had informed him we didn’t know when we would be able to get the jobWe had told him to try and find someone elseThe person who had spoken on the phone with him is no longer with us

Complaint: ***
I am rejecting this response because:
Yes I did approve over the phone to the amount for the heater, but when I went to the house and saw that the cost of the heater was $579.00, that means the installation cost was $1700, which was extremely high also when I ask for a detailed receipt, the company refused
As for the cost of fixing the leak of $that they did at no cost, they initially would have charged the $in addition to the $if I did not refuse to pay, it's when I ask them to leave that, they fixed it for free (strange)That leak they left cost me $11,dollars to fix as the whole down stairs was affected because of the leakI am still working on getting the floor replaced
The dealings with this company was not trust worthy at all
Regards,
*** ***

The customer with this complaint was never charged for any service. We had informed him we didn’t know when we...

would be able to get the job. We had told him to try and find someone else. The person who had spoken on the phone with him is no longer with us .

Complaint: [redacted]
I am rejecting this response because: I was never told to "contact somebody else" even after I was told a month later that they will not be helping me. I was however, told multiple times that I was on the schedule and work would be completed. I was also told the only one who can do the backflow testing is the owner and it was he who kept needing to reschedule and finally cancel and not perform the test at all.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Yes I did approve over the phone to the amount 2300.00 for the heater, but when I went to the house and saw that the cost of the heater was $579.00, that means the installation cost was $1700, which was extremely high also when I ask for a detailed receipt, the company refused. As for the cost of fixing the leak of $600.00 that they did at no cost, they initially would have charged the $600.00 in addition to the $2300.00 if I did not refuse to pay, it's when I ask them to leave that, they fixed it for free (strange). That leak they left cost me $11,000 dollars to fix as the whole down stairs was affected because of the leak. I am still working on getting the floor replaced.  The dealings with this company was not trust worthy at all.
Regards,
[redacted]

When the tenant called our office on August 27, 2016, we sent out a technician. Upon arrival, the technician found a sixteen year old water heater that was leaking. After evaluation of the situation, our technician concluded that a new water...

heater was necessary. The owner gave permission to the technician over speakerphone with tenant present, to have him complete the work.  After replacing the unit, no obvious leaks were found. The tenant did call our office on August 31, 2016 to report that there was still a leak in the area. We dispatched the technician to the site, where he found an additional pinhole leak in a pipe behind the water heater unit. On the first visit, due to the leaking water heater, the second leak was undetected, and was difficult to detect upon return. It was only during the second visit, with the new water heater, that the technician was able to confirm there was a 2nd leak was behind the water heater. Our technician did not try to charge the owner a six hundred dollar fee, but instead waved the fee because we had just been out to service the leaking water heater unit. The technician did, however, inform the tenant that it was a job that has a value of six hundred dollars. The customer never called our office or reached out via our online support system to voice her complaint, giving us a chance to explain the situation, or to rectify any grievance, professionally and in a timely manner. Instead, she immediately reached out to the Revdex.com and posted negative comments on social media. Exceptional customer service is very important to us here at R.A. Nichols, and we would have been happy to speak with the customer about her dissatisfaction

Complaint: [redacted]
I am rejecting...

this response because: I was never told to "contact somebody else" even after I was told a month later that they will not be helping me. I was however, told multiple times that I was on the schedule and work would be completed. I was also told the only one who can do the backflow testing is the owner and it was he who kept needing to reschedule and finally cancel and not perform the test at all.
Regards,
[redacted]

When the tenant called our office on August 27, 2016, we sent out a technician. Upon arrival, the technician found a sixteen year old water heater that was leaking. After evaluation of the situation, our technician concluded that a new water heater was necessary. The owner gave permission to the...

technician over speakerphone with tenant present, to have him complete the work.  After replacing the unit, no obvious leaks were found. The tenant did call our office on August 31, 2016 to report that there was still a leak in the area. We dispatched the technician to the site, where he found an additional pinhole leak in a pipe behind the water heater unit. On the first visit, due to the leaking water heater, the second leak was undetected, and was difficult to detect upon return. It was only during the second visit, with the new water heater, that the technician was able to confirm there was a 2nd leak was behind the water heater. Our technician did not try to charge the owner a six hundred dollar fee, but instead waved the fee because we had just been out to service the leaking water heater unit. The technician did, however, inform the tenant that it was a job that has a value of six hundred dollars. The customer never called our office or reached out via our online support system to voice her complaint, giving us a chance to explain the situation, or to rectify any grievance, professionally and in a timely manner. Instead, she immediately reached out to the Revdex.com and posted negative comments on social media. Exceptional customer service is very important to us here at R.A. Nichols, and we would have been happy to speak with the customer about her dissatisfaction