RE Sanders, Inc.

11/03/16RE Sanders, Incinstalled a Water Furnace geothermal system in the complainant's house in May The install took hours and was completed May 13th, Between the dates of May 17th and June 11th, we returned to the location to address the home owners' issuesWe spent 1/
hours there but chose not to bill the customerFinal payment was posted July 13, 2011, at which time the customer reduced the bill by 5% for a total reduction of $1,A letter was received with payment (see attached) addressing issuesAs you can see by the last paragraph of his letter, as a result of his dissatisfaction, he is deducting 5% of the total project cost from the final paymentHe never states that he is looking for a technician to return to his homeWe accepted the letter and reduction as payment in fullOn August 12th we went to the customers home for % hours to install a 12" zone damper for the 3rd floor return at no charge to the customerThis was done in an effort to help his system perform betterIt is not a practice and was not part of our proposal.The next time we went out to his home was July 2012, and had several additional visits between July and September During that time frame our technicians spent a total of 1/hours at his homeNone of this time was billed to the homeowner.On April 16, we went out to the homeowner's and found an issue with the zoning systemWe needed to order parts from Water FurnaceWe returned on April 24, to replace the zone board and repair the damperParts were covered by Water Furnace WarrantyAn additional $was covered for labor by Water Furnace's labor allowanceThe customer was charged $for laborIn addition we spent 1/hours there in May at no cost to the customer.In June 2013, the customer purchased a new Water Furnace geothermal system directly from Water FurnaceThe installation was not done by RE Sanders Inc.In July we visited the customer's home and adjusted the dip switch for zone twoThis was a hour visit at no charge.In November 2013, we spent hours at the customer's home again at no cost to the Customer.In August the customer had us install an *** on his geothermal unitThis was an upgrade to the second unit and recommended by Water FurnaceHe paid $393.00.On December 31, we supplied the home owner with a proposal to install a whole house humidifierThe home owner gave us a deposit in January for this work to be completedWe ultimately refunded the home owner his deposit on February 8th and did not complete the work (see attached letter).In January we were at the customer's home times for a total of 1/hours due to a heating problemThis time was not billed to the customer and this is the last time our technicians were at his home.We have no record of any calls to our company after April 1st 2016.As noted above RE Sanders, Incprovided 77% hours (see attached) of service on the customer geothermal system at no cost to the customerOur position is RE Sanders, Incwent above and beyond to satisfy this customer.The warranty on the Water Furnace geothermal equipment is through Water Furnace, not RE Sanders, IncThe second system which was installed in June of was not purchased through RE Sanders, IncThe customer can use any Water Furnace dealer to get service on his equipmentRE Sanders, Incis not the one providing the warranty.If you have any further questions please do not hesitate to contact our office.Sincerely,Thomas SPresident

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: When the technician {joe} first stopped to look at the leak, he told me the rate is $90.00/ hour. Joe never stated to me that a second person was needed to do the job. Joe said he had to go to the shop to pick up the parts he needs to fix the problem, I replied get what ever you need to get the job done, meaning the parts, because that's what he told me he was going to get, NOT another person. Also, when Joe told me about the costs, he said he would waive a fee they charge just for showing up at anyone's job, which he did waiver, but why didn't they inform me of that charge also when I first called about the job. This company seems to like adding fees that the consumer has not been informed about. Joe said they use this fee to discourage people from not having them do the job. As I stated before, when Joe same back to start the work, he had another person with him saying that "this is the Bossman who was just sitting around the shop, so he came along with him", this was a very deceptive comment, because I did NOT know I was paying for this person, I ONLY agreed to Joe @ $90.00/hour rate. This company is telling some pretty tall tales to cover their butts. Plain & simple, I was told by Joe that the rate for the job is $90.00/ hour PERIOD. The pump rope that I have always seen is colored blue & white so it's identified as pump rope, never have seen any other rope used in wells. Still, the fact is that he didn't even have that on his "well specialist" company truck, only needed 100 feet of rope & didn't have it. I know of other wells in the area that are way deeper than this 100 foot deep well, so I guess they charge everyone $90/hour minimum to going shopping for pump rope. Maybe this company needs to send itemized bills to customers, that way they know what they are actually paying for, which I still have NOT received. In closing, this company owes me $360.00 for a person I never was told would cost an additional $90.00/ hour, was told he's the "Bossman". what a joke of a company!!!Regards,[redacted]

Response to [redacted] concerns:Number 1When the technician stopped in to look at the repairs (an hour that was not charged) the technician was asked "what do you charge?". The technician told **. [redacted] $90.00 an hour. The technician looked the job over and explained he would need a second man (because of working in a pit), that one man could not do the job. **. [redacted]s response was the leak has to be fixed do what you have to do. I apologize if the technician did not stop to explain our billing procedures in more detail. I'm amazed that **. [redacted] does not understand that $90.00 an hour does not mean unlimited workers. We charge $90.00 an hour we had 8 hours (2 techs., 4 hrs. each) G) $90.00 which is $720.00. As stated on my prior response RE Sanders, Inc. has been servicing York County for 43 years, and have a large file of repeat customers. We do not do this by running a deceptive business.Number 2I stand corrected; stated the pit was ABOUT 4 ft. deep when it is actually 39". Also, **. [redacted] was informed that we needed a second man. The man was needed because it was not a one man job period. He was needed in the pit and in the basement and even to help the other man out of the pit when he was upside down in the 39" pit. Our technician is only 68" tall.Number 3The pump rope in question is just nylon rope. The technician bought nylon rope at the hardware store because the pump rope on his truck was not long enough. When the technician looked at the job he could not see what fittings were down the well until it could be pulled (thus the need for a second man). Once pulled there was a couple of fittings the technician did not feel comfortable putting back in the well because of their deteriorated state. He then made a trip to pick up the needed fittings.Number 4When **. [redacted] asked if I was smoking dope I hung up the phone. No comment on the rest of that paragraph I'm not sure where he is going with that.Number 5The cable that was bought is part of a set called stake & cable tie out 20! The general purpose for this is to put the stake in the ground, connect the cable to the stake and then connect the other end to an animal (dog, cat, goat, whatever). The reason it was purchased was because it had a pre-formed loop on the end which was used as a choker style connection around the pitless fitting to keep the cable from coming loose. Please see attached sales receipt. In spite of what **. [redacted] believes about the cable we needed something thin and strong to fit the job and this stainless steel cable worked perfect. Also, it was not charged to the job.Number 6Itemizing the bill is definitely not the issue here. What is the issue is we were hired to complete a task that is way outside the textbook. Therefore, because of our experience which is due to the amount of well work, well pumps and pumping System work, our technicians are able to work through a challenge such as this one. Ironically, **. [redacted] told the men how pleased he was that they were able to make the repair then his tune changed when he was presented the bill for the repair. I don't know how else to say this but I refuse to believe that **. [redacted] actually thinks that $90.00 an hour would be for multiple men. Once again $90 an hour times 8 hours is $720.00. There will not be any refund.

Dear [redacted],This is in response to a complaint filed about our business from [redacted] ID# [redacted].  Our technician stopped at [redacted]'s house at approx. 7:00 a.m. on January 12th, 2017 to see why his well pump was running when no water was being used.  He found a leak...

in what appeared to be the adapter fitting where the pipe comes out of the well.  The well is in a very unusual place.  It is in a narrow pit in his garage floor and the leak was approximately 4 feet down.  The tech. explained to him he would need a second man to complete this job.  The tech. returned to the shop to pick up the 2nd man.  This portion was done at no charge.  When they tried to pull the well pump they found threads in the fitting were damaged when the pitless adapter was worked on before so we had to find an alternate method of getting the pitless adapter apart and pull the pump.  They ran to the local hardware store and purchased a piece of steel cable (that was trip one).  They were able to pull the adapter and pump from the well.  It was at that point they could see the entire pitless adapter had to be replaced which the other half was still attached to the well casing in the bottom of the pit.  This also required two men, one hanging upside down in the pit and one in the basement pulling the pipe.  We only use about two pitless adapters a year and with six service trucks on the road it would be poor business to stock them on our trucks which I explained to [redacted] in our first phone conversations.  Thus our second trip to the supply house to get a new pitless adapter.  This is not a common part that you will find on any plumbers truck.  Whether you know anything about well pump or not by now I'm sure you can see this was not an everyday repair.  Well pump replacements and repairs are a large piece of our business and the only thing we claim to be experts at.  [redacted] seems to be very happy that the tech.'s were able to complete the task but became very unhappy when he got the invoice.  Our itemization of the invoice shows the parts used that make up the material and the labor he was charged for.  Since his complaint was with labor this seemed sufficient.  Our tech's are dispatched by computer tablets and their time is tracked which read time on 8:16 a.m./time off 1:02 p.m. which is 4.77 hours per man (excluding the stop in the morning that was mentioned above).  Please see the attached invoice where [redacted] was invoiced for only 8 hours.  In a second conversation I had with [redacted], after I reviewed the job with the techs and the invoice I told [redacted] due to the difficulty of the job I was surprised they got it done in that short amount of time.  His response to me, which he neglected to put in his complaint was "Are you smoking dope?".  At that point I hung up the phone.  R E Sanders, Inc. has been servicing York County for over 43 years and we have a large number of repeat customers.  We do not stay in business by deceiving our customers.  Due to the fact that our tech's were able to repair [redacted]'s problem in a timely fashion and get him back in water, I feel our charges are very fair and there will be no refund.