Rich's Plumbing Heating & Air Conditioning, Inc

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,
*** ***

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

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

This customer called us last June (2016) for a problem with his furnace. Our Technician found that because the unit wasn't being maintained properly, the blower motor had burnt out. We replaced the motor which was under manufacturers warranty and only charged him for labor. The customer was informed...

that the unit needs to be properly maintained, including changing filters every month, at least every two months. The customer didn't want us to do maintenance at the time of repair. Obviously, the unit worked fine for the entirety of the AC season & this winters heating season. Now that the new AC season is upon us, he called to say he was again having problems with the unit. Our 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 again. Technically, improper maintenance voids the manufacturers warranty, but the Tech told the customer that we would get it under warranty and the price would be $220 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 part. The 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 house. PLEASE NOTE our normal diagnostic fee is $85, which we DID NOT CHARGE the customer. The next morning when our Tech called & informed the customer that the shipping cost would be $45, he started arguing and berating the Tech. We don't expect our employees to be abused by customers, so he simply politely ended the conversation & refused to answer when the customer called. Then the customer called me in the office to complain. Having already spoken to my Tech, I was already informed of the situation. I explained to the customer that while the parts were covered under warranty, the labor & shipping was not. He wasn't having any explanation, insisting we do the repairs for free. The customer was rude, berating me and speaking very aggressively. So I simply & politely informed the customer that the cost for repairs would now be $350, because the $85 diagnostic fee that was waived, would now also have to be paid. The 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 furnace. I told him that we would not do that, putting defective parts in a unit was a safety issue. He of course wouldn't listen, continuing to use abusive language & threats until had to disconnect the call.

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 "$8 spout".  Giving Rich's the benefit of the doubt and accepting they used a $30 spout, that would mean they charged me $270 for labor and were unable to complete the job properly.  Also, the cartridge problem they "found" upon the second visit was missed the first time. My 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 $175 (inclusive of a $50 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]

On 6/1/17 at the customer's request, we installed a garbage disposal. We were also asked to install new supply valves for his washing machine. After installing supply valves that were appropriate & up to code, the customer complained because he wanted a different style supply valves. At no extra...

charge we changed the supply valves to the style the customer now wanted. This 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 in. He checked out the disposal for making "noise", but it was working properly. Disposals make noise when they are turned on. The tech called the customer from site to speak with him and was screamed at & verbally abused. Was told to leave site and he would have to come back when he was home. When 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 properly. It 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 cash. credit cards & checks. To imply we demanded cash for any reason is serious accusation which we categorically deny.

We feel the matter is settled. We 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 matter. He told us he was moving on and didn't want to deal with us anymore. Our 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 to. We completed the repair, he paid us over the phone and when we left the shower was working properly. He called us back 6 days later (12/30) to say there was another problem. We couldn't get a hold of his tenant until 1/4/16, but we then promptly went back out, for free & found a different problem. We gave him a price to perform further repairs, which he refused. In the first complaint, the customer himself actually says when our Tech left, the shower was working. We maintain, that we did a proper job, came out for free on Christmas Eve, gave a fair price upfront & completed the repairs.

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 you. We know because the Tech called the office and was on the line the same time you called to complain that he was there. The Tech told us you spoke to him and told him to leave. So clearly you are the one not stating the facts. We 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 have since spoken with Mr [redacted] and we have settled the matter between us. We 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,[redacted]Rich's Plumbing & HVAC

Showed up on a roasting hot Sunday, diagnosed the problem immediately and provided the fix (capacitor was shot and needed to be replaced.
On 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 week. They didn't.
The company we have a paid maintenance contract with gave us an appointment 5 days out).
We're switching to Rich's.

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 incorrectly. They 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 time. I never spoke to the tech that came the second time as well. Also, as per the owner they were supposed to show up Friday at 11am, I waited 3 hours and no one came. They simply lied then and not surprising are not being candid now. I texted them Monday not to come because my wife had to have surgery and they showed no compassion for her or my situation. They have been truly unprofessional, and ill equipped to handle simple tasks and do not stand behind their work as a professional would.
Regards,
[redacted]

Review: I had a sewage back up in my basement. Called the company and the plumber told me it was either my pump or the line was clogged. I authorized the replacement of the pump which cost $2,600.00. The problem was still not fixed. Plumber came back and told me my line was clogged and he would have to blow it .5out.

He blew the line out and charged me another $425.00.

A week later the sewage line backed up again. This time they told me it was the line out side and it would cost $6,000.00 to repair.Desired Settlement: I feel that the plumber did not do the correct job in assessing the total job and made me paid for repairs that were not needed. I believe my pump was working properly and he failed to diagnose the issue outside first causing me to pay $3,025.00 when the problem was not even inside my house.

I believe the plumber should repair my line without charge since I already paid them $3,025.00 and they did not resolve my issue.

Business

Response:

Mr. [redacted] is correct, Mr. [redacted] 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 clogged. Our technician gave Mr. [redacted] the chpoice on cleaning the line 1st or just changing his pump. Mr. [redacted] wanted his pump changed as he stated on his complaint. After the pump was installed the line going to the street was also clogged so we gave Mr. [redacted] 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. [redacted] we blew it out to the street Mr. [redacted] 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 street. I have been calling Mr. [redacted] to speak to him and resolve his concerns but we left several messages wit no reply.

Review: A water heater was installed in my house, during the installation the gas valve to the water heater was broken by the installer when customer requested that gas to install be shut off prior to opening gas pipe, which I am sure is a significant safety issue. Additionally venting of water heater to outside was done by creating a hole in the chimney which was not sealed, when I asked the installer to seal it his answer to me was 'i don't know how to do that'. Broken valve would not be repaired without me paying for repair due to his negligence in breaking valve. Chimney sealing was done by me over the weekend after install. I contacted company about problem the following day and received no answer, three days later without any contact the installer showed up but was told repairs had to be made because of air leaking into house from hole in chimney lerft after install. I contacted plumbing company two to three time after to speak with the owner and also tried emailing them attempting to resolve this issue, all without any principal response. Repairs that I had to make was approximately $125 in materials and of course a day of my labor trying to repair.Desired Settlement: repair broken valve that was broken by installer, pay for materials needed to make whole incomplete installation of water heater

Business

Response:

On 11/4/2013 9:22 PM, [redacted] wrote:[redacted] my office did respond to your phone calls and explained that there was a charge to fix the old gas valve you made my technician tamper with. The technician made you aware he didn't need to shut or touch that old gas valve in order to install your water heater but you insisted that he shut off the valve. We are not liable for old plumbing that fails . Being in business like us you know by writing bad reviews harms our practice just as it can harm yours. I'm sorry we couldn't offer you a free gas valve but if we did that with all our customers there will be no way we can stay in business. I would like you to continue being our customer for any future projects and maybe we can offer you a discount for being a return customer to offset your inconvenience. Thank You, [redacted] In a message dated 11/4/2013 2:36:02 P.M. Eastern Standard Time,[redacted]@comcast.net writes:[redacted]according to the plumbing inspector gas service should be closed if opening pipes.

Consumer

Response:

Review: 9789780

I am rejecting this response because:

it is standard practice to shut gas off before opening pipes. I did not want open gas pipes in my house while work was proceeding. if there was danger of breakage plumber had obligation to inform me BEFORE action or gas could have been shut off at meter. At no time did owner of company answer any of my phone calls or contact emails, until I took this action with the Revdex.com. If he is going to go "out of business" for the $20 valve (home depot price) on a $1600 bill I doubt his business prowess in staying in business all this time. The cost in his answering this complaint and all the time I spent in correcting an incomplete install (additionally hole was left in chimney ) far exceeds what the cost of doing the right thing.

Business

Response:

I dont know what Mr. [redacted] wants in order to resolve this dispute ? The service tech at the time of installation infomed Mr. [redacted] that the gas valve he demanded to be shut off did not need to be shut off. The water heater had a valve that was able to be shut off in order to do a safe installation. the valve that broke was a set up because the handle was already broken before the tech was forced to turn it off by Mr. [redacted]. Also after the installation of the water heater the service tech informed Mr. [redacted] that he would be back the nevxt day to cement around the vent and at that time he agreed. The service tech returned the next day and Mr. [redacted] cemented around the edge of the vent already. If Mr. [redacted] wants the $4.00 that the cement cost I have no problem returning him the cost of the cement even if our service tech wasted his time and gas to return and find that Mr. [redacted] took care of the cement already. The gas valve as Mr. [redacted] states being $20.00 is not the case the labor of removal and installation is over $220.00 but at the time we offered to install a new valve for $85.00 ? I dont know what else I can do to satisfy Mr. [redacted] at this time. So please send me what to do to satisy this case Thank You.....