Rich's Plumbing Heating & Air Conditioning, Inc

Thank you Rich's Plumbing for doing a wonderful Job this weekend on my Air Conditioning unit, I called Rich's Plumbing, Heating & Air Conditioning Saturday night when my Air stopped working after talking to a polite young lady they where here in minutes The service tech was very polite and explained the whole process with me I will call Rich's for all my future work

Complaint: ***
I am rejecting this response because:
This is simply not true, the person answering the phone was the abusive one and I was subjected to rude and inappropriate behavior, because they did not believe their install was done incorrectlyThey promised they would check the work and never did at prescribed time.As well the tech who came did not follow instructions when told what I wanted for the shut off valve for the washing machine, they replaced their work because they did it wrong the first timeI never spoke to the tech that came the second time as wellAlso, as per the owner they were supposed to show up Friday at 11am, I waited hours and no one cameThey simply lied then and not surprising are not being candid nowI texted them Monday not to come because my wife had to have surgery and they showed no compassion for her or my situationThey have been truly unprofessional, and ill equipped to handle simple tasks and do not stand behind their work as a professional would
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
This is simply not true, the person answering the phone was the abusive one and I was subjected to rude and inappropriate behavior, because they did not believe their install was done incorrectlyThey promised they would check the work and never did at prescribed time.As well the tech who came did not follow instructions when told what I wanted for the shut off valve for the washing machine, they replaced their work because they did it wrong the first timeI never spoke to the tech that came the second time as wellAlso, as per the owner they were supposed to show up Friday at 11am, I waited hours and no one cameThey simply lied then and not surprising are not being candid nowI texted them Monday not to come because my wife had to have surgery and they showed no compassion for her or my situationThey have been truly unprofessional, and ill equipped to handle simple tasks and do not stand behind their work as a professional would
Regards,
*** ***

Mr*** is correct, Mr*** called our company to check the pump in his crawl space that was not working when the service technician checked he advised the customer the pump was very old but did not know if the sewer line was also cloggedOur technician gave Mr*** the chpoice on
cleaning the line 1st or just changing his pumpMr*** wanted his pump changed as he stated on his complaintAfter the pump was installed the line going to the street was also clogged so we gave Mr*** the price to clean it out this could of been the cause of the pump breaking down not being able to pump and causing it to overheat and burn out. After advising Mr*** we blew it out to the street Mr*** also stated he had a problem with the line before that another company repaired and also advised the line needed to be replaced from the building to the streetI have been calling Mr*** to speak to him and resolve his concerns but we left several messages wit no reply

On 6/1/at the customer's request, we installed a garbage disposalWe were also asked to install new supply valves for his washing machineAfter installing supply valves that were appropriate & up to code, the customer complained because he wanted a different style supply valvesAt no extra
charge we changed the supply valves to the style the customer now wantedThis required the Technician to have to go to a supply house just to get the special style of supply valves. The customer called and complained and when we showed (6/5/17) up to check out the problem, he wasn't home BUT his "professional" handyman/painter was there working and allowed the Tech inHe checked out the disposal for making "noise", but it was working properlyDisposals make noise when they are turned onThe tech called the customer from site to speak with him and was screamed at & verbally abusedWas told to leave site and he would have to come back when he was homeWhen the customer called the office to complain again, he was extremely abusive to both the female receptionist and other office personnel. Rich's refuses to subject our employees to that type of abuse and we weren't sending back a Technician a third time for free to check an item we already checked and found it working properlyIt just seems like this customer has an axe to grind and just seems to want to waste our time by making us come out for no reason.We NEVER ask or insist on cash, we accept cashcredit cards & checksTo imply we demanded cash for any reason is serious accusation which we categorically deny

Called Rich's on 5/27/late afternoon, and had a tech at my home early eveningOne of the units of our central air, wasn't working properly, the compressor didn't seem to want to kick inThe techcame, and was polite at firstChecked the fuses, power going to the unit and compressor, and freon levelHe diagnosed the issue as it being a bad compressor, and it would need to be replacedBut considering the age of the unit (about 13-years) it would be better to just replace the whole unitHe went to his truck to figure the pricing, and came back in a couple of minutesThe compressor and labor would be $1600, while a new unit with labor was around $Now, even though I was in a desperate situation, I didn't have that much money to just throw around, and wanted to research diff units, their prices, and costs associated to installI asked the technician for a breakdown of costs, much like you would receive on an invoiceparts, labor, tax, etcand that's when things went sourHe stated that he couldn't provide me with a breakdownI pushed again, and asked what the name and model was of the unit he would be using, and all he could tell me was that it was a Goodman, and it would be tonsI said how can you expect me to shell out over $3000, without a proper breakdownI would like to know what I am paying forHe then proceeded to tell me to check the prices online for the unit (again, without the model number), and the rest would be laborI was dumbfounded by such a response,,, never have I ever paid for any work, without a proper breakdown, and here I am being told that I must research the price of the unit myself, without the proper details and the rest would be laborI asked if I could speak to someone in his office who sets the prices, to which I was told that he set the priceAgain, I couldn't believe what I was hearingI said well thanks, ill have to think about it, and he asked to be paid the service charge, which I didI then asked if we decided to do the work, if that charge would be applied against the total, to which he told me know, the decision has to be made on the spot for that to applyunbelievable! I was already done with the, at this pointThe next day, I had a different company come out and take a look at my system, Within two minutes, I had a different diagnosisbad capacitorThe technician took out the capacitor, and showed it to meit looked as if it were pregnanti was told it should be smooth and flat on all sidesHe replaced the capacitor, and the unit and compressor, immediately turned onTotal charge for capacitor$If that is all it takes to extend the life of the unit a few more years, I will gladly take thatBeing upset about the misdiagnosis, I called Rich's on the morning of 5/31/I was greeted by the office managerLet me first start by saying, I couldn't finish even telling of my experience without being put on hold every other minuteI believe I was on hold more than my time actually speaking to himHe was polite, in apologizing every time, but I cant believe the office manager is the only one that is actually int he office, answering phonesYou would think that what should be a reputable business has a receptionistbut his response was that the company was smallSo I proceeded to tell the office manager of my experience, and was told a few disturbing thingsFirst, he said that they don't provide a breakdown in price, confirming the technicians actionsSo now I cant fully fault him, as that is how they are instructed (still couldn't believe that something like this couldn't and wouldn't be provided!)When asked about the misdiagnosis, I was first told thatI called on the busiest day of the year, and the technician arrived in the evening (still with plenty of daylight mind you), so its possible to not properly diagnoseThen to add more insult to injury, even though the issue was the capacitor, I could expect to have the compressor die on me again in about days or so, since the unit is so old, the capacitor was only a temporary fixSo in the end, he and is technician were not in the wrong, and apparently the other company who helped solve the problem, temporary or notalong with myself, am wrongI was denied any refund, as a service was preformed, albeit with a $misdiagnosisStay away from this company, as I would not want anyone to be incorrectly diagnosed and have to shell out an absorbent amount of money without even a breakdown of pricesand if you do decide to use themmake sure its not on a busy day or late in the eveningThat apparently allows acceptable room for errorI will be posting this same review on many other review sites as a public service to all potential future customers

Complaint: ***
I am
rejecting this response because:
I no longer wanted to deal with Rich's Plumbing, as they clearly were not suited to do the job I sent a different plumber there to check on their work and they stated that Rich's used an "$spout" Giving Rich's the benefit of the doubt and accepting they used a $spout, that would mean they charged me $for labor and were unable to complete the job properly Also, the cartridge problem they "found" upon the second visit was missed the first timeMy tenant stated that the tech's job was "hideous" After sending a different plumber, they were willing to correct the spout issue for a total of $(inclusive of a $spout) This leads me to believe that my initial conclusion was correct and Rich's did a poor job and overcharged me. I am looking for a full refund A competent plumber would not have left the problem unsolved the first time I rejected Rich's offer to send a different tech because I now doubt their work and pricing.
Regards,
*** ***

I have since spoken with Mr *** *** and we have settled the matter between usWe offered to send a 2nd Technician to go for free to give a second opinion, Mr *** declined and stated he has moved onThis matter can be closedThank you,
***
Rich's Plumbing &
HVAC

We have resolved this situation with the homeowner to his satisfaction

We feel the matter is settledWe reached out to the customer and tried to settle the matter, he refused our offer to send out a different Tech for free to try & resolve the matterHe told us he was moving on and didn't want to deal with us anymoreOur Technician went there to his rental property for free on Christmas Eve, called & gave him a fair price ($275) to do a repair, to which he agreed toWe completed the repair, he paid us over the phone and when we left the shower was working properlyHe called us back days later (12/30) to say there was another problemWe couldn't get a hold of his tenant until 1/4/16, but we then promptly went back out, for free & found a different problemWe gave him a price to perform further repairs, which he refusedIn the first complaint, the customer himself actually says when our Tech left, the shower was workingWe maintain, that we did a proper job, came out for free on Christmas Eve, gave a fair price upfront & completed the repairs

I have since spoken with Mr *** *** and we have settled the matter between usWe offered to send a 2nd Technician to go for free to give a second opinion, Mr *** declined and stated he has moved on.This matter can be closed.Thank you,***Rich's Plumbing & HVAC

Complaint: ***
I am
rejecting this response because:
I no longer wanted to deal with Rich's Plumbing, as they clearly were not suited to do the job I sent a different plumber there to check on their work and they stated that Rich's used an "$spout" Giving Rich's the benefit of the doubt and accepting they used a $spout, that would mean they charged me $for labor and were unable to complete the job properly Also, the cartridge problem they "found" upon the second visit was missed the first timeMy tenant stated that the tech's job was "hideous" After sending a different plumber, they were willing to correct the spout issue for a total of $(inclusive of a $spout) This leads me to believe that my initial conclusion was correct and Rich's did a poor job and overcharged me. I am looking for a full refund A competent plumber would not have left the problem unsolved the first time I rejected Rich's offer to send a different tech because I now doubt their work and pricing.
Regards,
*** ***

We reject the rejection, and I will make one last point You say you didn't speak to the tech when he was on site, yet you called the office to complain he was there WHILE HE WAS IN THE HOUSE, after the Tech spoke to youWe know because the Tech called the office and was on the line the same time you called to complain that he was thereThe Tech told us you spoke to him and told him to leaveSo clearly you are the one not stating the factsWe have thousands of satisfied customers and always stand by our work, we just can't let our employees be treated unfairly, nor can we fulfill unreasonable demands or work for free

I Called Rich from Rich's plumbing yesterday when my Air Conditioning stopped working and I have to say what a great experience with this company they did a clean terrific repair and the charge was not bad I will always call you guys and mention your name to friends and family Thanks again

On 6/1/at the customer's request, we installed a garbage disposalWe were also asked to install new supply valves for his washing machineAfter installing supply valves that were appropriate & up to code, the customer complained because he wanted a different style supply valvesAt no extra
charge we changed the supply valves to the style the customer now wantedThis required the Technician to have to go to a supply house just to get the special style of supply valves. The customer called and complained and when we showed (6/5/17) up to check out the problem, he wasn't home BUT his "professional" handyman/painter was there working and allowed the Tech inHe checked out the disposal for making "noise", but it was working properlyDisposals make noise when they are turned onThe tech called the customer from site to speak with him and was screamed at & verbally abusedWas told to leave site and he would have to come back when he was homeWhen the customer called the office to complain again, he was extremely abusive to both the female receptionist and other office personnel. Rich's refuses to subject our employees to that type of abuse and we weren't sending back a Technician a third time for free to check an item we already checked and found it working properlyIt just seems like this customer has an axe to grind and just seems to want to waste our time by making us come out for no reason.We NEVER ask or insist on cash, we accept cashcredit cards & checksTo imply we demanded cash for any reason is serious accusation which we categorically deny

Complaint: ***
I am rejecting this response because:
I no longer wanted to deal with Rich's Plumbing, as they clearly were not suited to do the job I sent a different plumber there to check on their work and they stated that Rich's used an "$spout" Giving Rich's the benefit of the doubt and accepting they used a $spout, that would mean they charged me $for labor and were unable to complete the job properly Also, the cartridge problem they "found" upon the second visit was missed the first timeMy tenant stated that the tech's job was "hideous"
After sending a different plumber, they were willing to correct the spout issue for a total of $(inclusive of a $spout) This leads me to believe that my initial conclusion was correct and Rich's did a poor job and overcharged me.
I am looking for a full refund A competent plumber would not have left the problem unsolved the first time I rejected Rich's offer to send a different tech because I now doubt their work and pricing.
Regards,
*** ***

I have been using Rich's for years They put in my water heaters, my AC and my heating unit/furnace (And everything in between!)They have been able to get to me immediately, no matter what my emergency Their technicians are polite and professional They always come in the window they provide and their prices are very competitive

We feel the matter is settledWe reached out to the customer and tried to settle the matter, he refused our offer to send out a different Tech for free to try & resolve the matterHe told us he was moving on and didn't want to deal with us anymoreOur Technician went there to his rental property for free on Christmas Eve, called & gave him a fair price ($275) to do a repair, to which he agreed toWe completed the repair, he paid us over the phone and when we left the shower was working properlyHe called us back days later (12/30) to say there was another problemWe couldn't get a hold of his tenant until 1/4/16, but we then promptly went back out, for free & found a different problemWe gave him a price to perform further repairs, which he refusedIn the first complaint, the customer himself actually says when our Tech left, the shower was workingWe maintain, that we did a proper job, came out for free on Christmas Eve, gave a fair price upfront & completed the repairs

Showed up on a roasting hot Sunday, diagnosed the problem immediately and provided the fix (capacitor was shot and needed to be replacedOn the flip side of the coin, another company we called claimed the circuit board was shot and said they'd call us back during the weekThey didn'tThe company we have a paid maintenance contract with gave us an appointment days out)We're switching to Rich's

This customer called us last June (2016) for a problem with his furnaceOur Technician found that because the unit wasn't being maintained properly, the blower motor had burnt outWe replaced the motor which was under manufacturers warranty and only charged him for laborThe customer was informed
that the unit needs to be properly maintained, including changing filters every month, at least every two monthsThe customer didn't want us to do maintenance at the time of repairObviously, the unit worked fine for the entirety of the AC season & this winters heating seasonNow that the new AC season is upon us, he called to say he was again having problems with the unitOur technician went out to diagnose the unit, and found that the unit still has not been properly maintained (filters not changed; lint, dust & debris in the fan housing) thus causing the motor to burn out againTechnically, improper maintenance voids the manufacturers warranty, but the Tech told the customer that we would get it under warranty and the price would be $plus shipping from ***The customer agreed, and asked the Tech to call & let him know how much was shipping was when he ordered the partThe Tech left the blower apart, with all the parts next to the furnace, so when he returned, he could install the new parts quickly and return the warranty parts to the supply housePLEASE NOTE our diagnostic fee is $85, which we DID NOT CHARGE the customerThe next morning when our Tech called & informed the customer that the shipping cost would be $45, he started arguing and berating the TechWe don't expect our employees to be abused by customers, so he simply politely ended the conversation & refused to answer when the customer calledThen the customer called me in the office to complainHaving already spoken to my Tech, I was already informed of the situationI explained to the customer that while the parts were covered under warranty, the labor & shipping was notHe wasn't having any explanation, insisting we do the repairs for freeThe customer was rude, berating me and speaking very aggressivelySo I simply & politely informed the customer that the cost for repairs would now be $350, because the $diagnostic fee that was waived, would now also have to be paidThe customer then called back several times harassing both myself & our receptionist, demanding that we do the repairs for free and then demanding we come back & put the old damaged parts back in the furnaceI told him that we would not do that, putting defective parts in a unit was a safety issueHe of course wouldn't listen, continuing to use abusive language & threats until had to disconnect the call