Ranshaw Fuel and Heating Services

Review: Ranshaw came to our unit to inspect a toilet, after being asked to remove their shoes, their worker refused to do. Their determination was that the toilet was bad and had to be replaced. They told my wife that you can replace now or you can shop around but we (ranshaw ) will charge you $200 service fee for coming to your unit, which is not true because the co-op called ranshaw in to investigate the issue at hand and the coop was picking up the service fee. At the time we did not know this The workers persistence in asking what are you going to do, I need to know now, you better do this now. In addition to this my wife asked them to send us a bill which he refused and said that he needed to be paid now. This kind of overhanded pressure on a mother at home is not what I call customer service. TO save the coop money and ourselves we thought we went ahead and had the toilet installed however upon further inspection the seat was not installed I called and told ranshaw about this they didn't believe me and after convincing them that it was not installed they sent a worker over at 6pm to install the seat. When we asked for a break down of the bill we received only a limited breakdown of the costs, I asked for the receipt of the toilet never received , Ranshaw billed us $789.34 for a toilet and installation, I called several plumbers in the area and their estimates for toilet install came in at $243.00 labor and tax that means our toilet cost $ 546.34 I don't think so but if you take $217.75 which is the cost of the service fee then that brings the cost of the toilet to $328.59 which makes a bit more sense After all of this our new toilet does not even flush properly, which leads me to believe did I even need a new toilet? or was my wife pressured into a sale?? I have sent video to ranshaw showing how the toilet does not flush properly they admitted in an email that something is wrong, but the only time they say that they can come is between the hours of 8 to 4 my request to them is I want to be there when you come to investigate so please come at 4pm. They have refused this time even though they sent a worker before at 6pm and their website talks about how (customer service is their number one priority) and ( We'll be there when you need us) We have called Ranshaw several times to resolve this issue contacted our management company [redacted] to resolve this issue and we keep getting the run around with repeat answers. I would not spend this much time in making a complaint with Revdex.com if I didn't feel it was warranted. I would much rather be playing with my * year old son thank you for your time in reading this [redacted] ,Desired Settlement: My desired out come: Have Ranshaw fulfill their commitment as stated in their website and come after 4pm to Repair my new toilet, if they cannot do that, find someone who can or replace it with one that works properly Adjust my bill ie remove the $217.75 which appears to be your service charge Provide a receipt of my new toilet and provide a refund if it is more than $328.59 based off of the three quotes of $243.00 including tax to install a toilet

Business

Response:

On 7/**/13 we arrived at [redacted] apartment to check a toilet that was not flushing properly. It had a very weak flush. Our plumber inspected the bowl and then snaked it to clear any potential stoppages. After snaking the bowl there was no improvement in the flush. Our plumber recommended that the toilet bowl itself was the problem and needed to be replaced. We instructed the customer that a new toilet bowl would be $725, installed. We also instructed them that if they did not want the repair done, we would only charge them $200 for the time and work spent diagnosing the problem. The customer agreed to the $725 repair cost. We then left to buy the toilet at a local supply house. When we returned, we installed the new [redacted] brand toilet and the problem was fixed. Total time spent was from 8:30AM to 1:45PM. Later that afternoon we got a call from [redacted] that his toilet seat was never installed. When our plumber was there, he had installed the seat. When we got there the seat was loose, so our plumber re-secured it for the second time. [redacted] did call back again to say his toilet was not level and wanted us to return. An appointment was set for 8/**/13 by [redacted] and the building’s management company. [redacted] was instructed that Ranshaw was going to be working in the building all day and would come by to check his toilet. When we arrived at [redacted]’s apartment, we got no answer and still waited 30 minutes at his door hoping he would come back to let us in. We did not gain access, nor did we charge him for this, and he has not tried to contact us since. In total, we have spent over 5.5 hours at [redacted] residence, which included the installation of a new toilet bowl. He was only charged for 4.5 hours at $110 per hour. He was treated extremely fairly and just. We take pride in our work at Ranshaw and our reputation means everything to us. We are professionals who have be en in business, and have been pleasing customers since 1960.

Attached are three documents. One is the signed work ticket from the day we did the job, which [redacted] signed. The second is the work ticket from 8/**/13, which was the day we had no access. The third is an itemized bill that [redacted] requested which shows all the material and labor costs.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because