Rich's Plumbing Heating & Air Conditioning, Inc

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

In May we replaced your outside hose spigotOn January 28, 2015, after a week of single digit weather, we respond to the customer complaint of the spigot leakingUpon inspection, Technician found that the spigot hadn't been drained and turned off properlyEven tho it shouldn't have been
covered under warranty, we worked with our supplier & replaced it FREE, no labor no materialThe FF spigots are only warrantied for a year, and only if properly maintainedOn January 13, 2017, ALMOST YEARS after the free warranty replacement, and AGAIN, after a week of single digit weather & snow storms, the customer contacted us about it leaking againI told him we would be happy to help him out, but it wouldn't be covered under warrantyThe part is only warrantied by the MFG for a year IF it is properly used & maintainedI would almost guarantee that the customer didn't shut off the water to the line, drain the and spigot properly, thus causing it to freeze and be damagedNO ONE would cover this under warranty a second time, let alone & 1/years after original installAs for repairing the walls, they needed to be opened to do the jobPlumbers do not repair walls, we state this upfront and the customer is well aware of this prior to us doing any workIt's unfortunate that the customer has unreasonable expectations about what a warranty is, but we did excellent work, stood behind our work and the customer isn't owed anything from our end

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

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

In May we replaced your outside hose spigotOn January 28, 2015, after a week of single digit weather, we respond to the customer complaint of the spigot leakingUpon inspection, Technician found that the spigot hadn't been drained and turned off properlyEven tho it shouldn't have been
covered under warranty, we worked with our supplier & replaced it FREE, no labor no materialThe FF spigots are only warrantied for a year, and only if properly maintainedOn January 13, 2017, ALMOST YEARS after the free warranty replacement, and AGAIN, after a week of single digit weather & snow storms, the customer contacted us about it leaking againI told him we would be happy to help him out, but it wouldn't be covered under warrantyThe part is only warrantied by the MFG for a year IF it is properly used & maintainedI would almost guarantee that the customer didn't shut off the water to the line, drain the and spigot properly, thus causing it to freeze and be damagedNO ONE would cover this under warranty a second time, let alone & 1/years after original installAs for repairing the walls, they needed to be opened to do the jobPlumbers do not repair walls, we state this upfront and the customer is well aware of this prior to us doing any workIt's unfortunate that the customer has unreasonable expectations about what a warranty is, but we did excellent work, stood behind our work and the customer isn't owed anything from our end