Riley Plumbing & Heating

When I called, water was pouring into my basement from the boiler Jason Scame promptly He explained accurately and fairly for me what the problem was, the pros and cons of repair and the pros and cons of replacement without pressuring me to do one or the other He stayed with the job the whole time; he didn't hand me off to anyone else He left my basement clean and dry after they replaced the boiler and the tank He then went through the house to make sure the radiators all worked and that the water was heating properly I picked Riley Plumbing out of the phone book and I am overjoyed at the service I got

Complaint: ***
Again, none of what was described in the last message regarding a price contingent on future work appears on the quote (which was signed to become the invoice) If the business wanted to provide the agreed upon price as a result of future work being performed, they should have included that language No such language is in the quote/invoice Could the business perhaps explain why they are insisting on terms that are not in the quote or invoice?I still would accept the previously mentioned refund as a completely satisfactory resolution
Sincerely,
*** ***

Check is in the mail Please kindly let us know if you don't receive it by August

Time was of the essence when *** *** scheduled his boiler replacement because the house was closing, so we installed the bare bones work as quickly as possible. After our walk through with him on Thursday, July 6, there was additional work needed, including from a licensed
electrician. We had made arrangements with the electrician and intended to contact *** *** on Monday, July when we received this complaint. We have tried reaching *** ***, leaving a message once with no response and getting a “phone disconnected” message the second time. It has been our intention to continue to do everything necessary to come to a satisfying resolution. We understand that *** *** has made other arrangements from our meeting on July 11. We are willing to meet his request for refunding the $he paid for the additional boiler work once a paid invoice is provided

Complaint: ***
I am rejecting this response because:
The $charge was never agreed upon by the customer The supplied invoice shows a $charge with the $crossed out (rather than simply a $charge) because $is the only price that was ever agreed upon and signed This is the whole point of the complaint If the company truly believes this is incorrect, then they should supply something showing the customer agreeing to the $charge The company is simply attempting to add on new charges after the cost of work was agreed upon The company's response talks about a minimum fee (shown in the modified, unsigned invoice) which is not mentioned at all in the original invoice This charge is unacceptable.Additionally, the plumber who produced the invoice (Jay) told me that he generated the reduced price ($150) because the entire visit only worsened the problem - the drain remained clogged and on top of that, there was a snake head stuck in the pipe While the plumbers did talk about the possible costs of re-piping and did set up a day to do this work, there was no mention of any cancellation fee or related charges.Lastly, the cancellation of the re-piping date occurred the day after the work was scheduled - hardly last minute.I am again requesting that the extra, disputed fee of $be returned; I would view this as a fair resolution and the refund would satisfy this complaint
Sincerely,
*** ***

Tony was very knowledgeable and helpful. He thoroughly and clearly explained all my options. He was very kind and patient. I would use him again and fully recommend him. Thank you

We initially quoted Mr. [redacted] $265 to attempt to snake out tub drain.  He agreed to that and we proceeded to snake drain.  After unsuccessful attempts to unclog drain with snake and breaking off snake head in the process, we discussed options including replacing a section of the concealed...

drain piping to insure a long term solution.  We gave the customer a range from $1,500-2,500, not to exceed $2,500.  We also told Mr. [redacted] that if he decided to move forward with the drain replacement we would reduce the $265 charge to $150.  He agreed to have us come back to replace the tub drain once he opened the sheetrock.  We collected the $150 for the drain snaking work and a $300 deposit for the future work.  
Mr. [redacted] called last minute to cancel the drain replacement and asked for a refund.  We sent him $126, charging him $150 plus an additional $224 for the approximate hour spent diagnosing and planning for the drain replacement, which is our minimum diagnostic charge.
Attached is a copy of the original invoice.  You can see where the $265 was crossed out and reduced to $150.  Also, the $350 deposit is listed.
Also, attached is the invoice revised after the job cancellation.
Sincerely,
Scott R[redacted]
Riley Plumbing & Heating
###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However, my phones numbers have never changed and are in working order.  I've attached the repair bills to service the boiler and pull the required permit.  Please advise how to proceed.
Sincerely,
[redacted]

What the customer and our company agreed to was $150 and the additional work of repiping the tub drainage at a not to exceed cost of $2,500.  When the customer changed that agreement the pricing for the services provided that day changed which included the original cost for the snaking of $265 and the diagnostic work of $224 we completed which would have been included in the not to exceed cost of $2,500.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The $265 charge was never agreed upon by the customer.  The supplied invoice shows a $150 charge with the $265 crossed out (rather than simply a $265 charge) because $150 is the only price that was ever agreed upon and signed.  This is the whole point of the complaint.  If the company truly believes this is incorrect, then they should supply something showing the customer agreeing to the $265 charge.  The company is simply attempting to add on new charges after the cost of work was agreed upon.  
The company's response talks about a minimum fee (shown in the modified, unsigned invoice) which is not mentioned at all in the original invoice.  This charge is unacceptable.
Additionally, the plumber who produced the invoice (Jay) told me that he generated the reduced price ($150) because the entire visit only worsened the problem - the drain remained clogged and on top of that, there was a snake head stuck in the pipe.  While the plumbers did talk about the possible costs of re-piping and did set up a day to do this work, there was no mention of any cancellation fee or related charges.
Lastly, the cancellation of the re-piping date occurred the day after the work was scheduled - hardly last minute.
I am again requesting that the extra, disputed fee of $224 be returned; I would view this as a fair resolution and the refund would satisfy this complaint.
Sincerely,
[redacted]

I give this company. AAA+ rating. Very professional excellent work on time and the price was great. After calling 4 other plumbers here in Berlin cr and new Britain ct and they all told me to call a granite guy. My kitchen sink fell I just needed to have it fixed. Riley plumbing. Was wonderful Their plumber arrived on time fixed my kitchen sink cleaned up and everything was wonderful. If anyone needs a plumber call this company. This company won't break you budget. The price was right. AAA+ rating

Scheduled an appointment for a clogged drain. They called me 1 1/2 hrs prior to the appointment and canceled. Worse, they could not reschedule. Not very dependable.
Would not recommend.

Complaint: [redacted]
Again, none of what was described in the last message regarding a price contingent on future work appears on the quote (which was signed to become the invoice).  If the business wanted to provide the agreed upon price as a result of future work being performed, they should have included that language.  No such language is in the quote/invoice.  Could the business perhaps explain why they are insisting on terms that are not in the quote or invoice?
I still would accept the previously mentioned refund as a completely satisfactory resolution.  
Sincerely,
[redacted]

Great service and a quick response time. We lost the hot and cold water lines to our kitchen during a winter storm (due to frozen pipes). Carmela made sure we had a technician at our house first thing in the morning to replace the damaged lines. Julian, our technician, was extremelly professional and very friendly. He was able to re-plumb the supply lines for our kitchen sink, which included a tricky bit of installation in the back of our kitchen cabinets, and get us back to normal in about 2 1/2 hours.
A+ all around.

Complaint: [redacted]
I am rejecting this response because:
I kindly request that complaint# [redacted] be reopened as resolution by the business has not been provided.  I was promised monies for the repair work that I was forced to do because of their poor workmanship and lack of permit.
Sincerely,
[redacted]

We initially quoted Mr. [redacted] $265 to attempt to snake out tub drain.  He agreed to that and we proceeded to snake drain.  After unsuccessful attempts to unclog drain with snake and breaking off snake head in the process, we discussed options including replacing a section of the concealed...

drain piping to insure a long term solution.  We gave the customer a range from $1,500-2,500, not to exceed $2,500.  We also told Mr. [redacted] that if he decided to move forward with the drain replacement we would reduce the $265 charge to $150.  He agreed to have us come back to replace the tub drain once he opened the sheetrock.  We collected the $150 for the drain snaking work and a $300 deposit for the future work.  Mr. [redacted] called last minute to cancel the drain replacement and asked for a refund.  We sent him $126, charging him $150 plus an additional $224 for the approximate hour spent diagnosing and planning for the drain replacement, which is our minimum diagnostic charge.Attached is a copy of the original invoice.  You can see where the $265 was crossed out and reduced to $150.  Also, the $350 deposit is listed.Also, attached is the invoice revised after the job cancellation.Sincerely,Scott R[redacted]Riley Plumbing & Heating###-###-####

I found this business to be unreliable. I called on Tuesday, to schedule a plumber for several plumbing problems. I was give an appointment time of Friday, between 10 - Noon. I went to great lengths to be certain to run all my errands before Friday to ensure I would be home for the scheduled call. On Thursday, at 2:55 PM, I was called and told that they had to cancel my Friday appointment and I would have to have it rescheduled for later the following week probably a Thursday or Friday but she wasn't sure. I told them not to bother rescheduling because I was not going to wait another full week and chance they would pull them same stunt of last minute cancellation. I found their call, to reschedule, very unprofessional since I spoke to two different people and was given two different reasons for the last minute cancellation.

Tony I did a great job explaining all options for my plumbing issue and then performed his job with great skill. Riley Plumbing is very professional and also personable!

From beginning to end Riley was very professional, prompt and helpful. I needed a replacement hot water heater and they were able to offer help in a short time. Several options were presented that provided me a range of pricing. While understandably some options were more expensive and thorough than others, the technician handling my issue, Jay, was matter of fact on all of them and did not push me into a decision or price point I was not comfortable with. Anyone who has had plumbing work done in the last 5 years in the Northeast realizes costs are high. Riley is probably on the higher side of the range, but I thought the service they provided and quality of the materials were justified.