Rich's Plumbing Heating & Air Conditioning

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

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

Complaint: [redacted] 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, [redacted] ***

Complaint: [redacted] 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, [redacted]

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

We have resolved this situation with the homeowner to his satisfaction

Complaint: [redacted] 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, [redacted] ***

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 [redacted] 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

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 valvesThe 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 personnelRich'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

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