RiteWay Plumbing, LLC.

Complaint: [redacted] I am rejecting this response because: I am not trying to fabricate a story, I am not versed in HVAC work and I can only go based on what was told to me by a certified techinicianAggatched is the invoice from the secondary HVAC comany showing 4LB of r410a refrgerant was added after the new unit was installed by Riteway Plumbing and Heating days afer the new unit was installedI was told by Riteway tech, [redacted] that the existing unit would not work properly as was since as my Condo is on the 3rd floor I verbally understood that without a new unit the AC would never work [redacted] didn't provide other options as far as repairs to the existing unit that could be done so that a new unit was not needed [redacted] being a certified technician I took him for his word If that was not documented by [redacted] that seems to be a breakdown on your end At this point, I am aware that I may never get compensated for the new unit but I feel it is my responsibility to voice my opinion of the whole process If there is documentation that the new unit was installed per guidelines, I would like to have a copy of that receipt which shows an adequate amount of freon was added to the new unit to function properly, I will take my complaints and frustrations to the secondary company Sincerely, [redacted]

Actually, I never accused [redacted] of trying to extort money, my comment was a general observation which happens be based on facts.If the unit was out of stock locally and is a seasonal item of course it would be a special order, this should have been passed on to the customer, [redacted] is curious to find out how many of the 15 communications were initiated by himself due to the job not being completed when quoted, not sure how this is helpful but I can certainly researching for him. [redacted] seems to be obsessed with talking to me directly, when in fact my office staff is very knowledgeable and has the answers he would need, even more so than I would have, this applies to the techs as well, the quickest way to have resolved this would have been right through my office staff and techs, not trying to go around them. The latest delay came when he would not talk to office staff or techs, nothing got done.Again, no one including myself blamed [redacted] for any mis-revenue, it's just a simple fact that I had two techs and two trucks on the job for two hours, and there's a restocked charge on the swamp cooler. [redacted] keeps referring to a three hour notification, that is exactly when the supplier notified us they did not have the unit in stock, after telling us they had it, I personally drove to the supply house to pick this unit up, after an hour of searching it was determined it was a mistake made by the supplier.Both my staff and techs tried to talk to [redacted] earlier this week, he put them off saying he was " roasting on it" and would let us know. Today 9/23/16 is the first we have heard back and it was on this form , google. Again, there was never an attempt to blame or accused the customer of anything, we have been working on a resolve since the day we found the unit was not in stock as promised.Have we made mistakes?, of course........ we make mistakes every day and do the best we can to correct them !The resolve?, easy.... The customer and I go our separate ways, he's not out any money and has never been charged one penny, customer has posted comments on the BBB and Google, stating " I WOULD NOT DO BUSINESS WITH THIS COMPANY! "Confusing as his other comment for resolve was " I am merely attempting to complete a job they were hired for and were not able complete. " Which is it ? You would not do business with this company or you want his company to complete a job never started ?I'm NOT interested in doing business with an individual that is actively trying to trash my company and make post of this nature, " I WOULD NOT DO BUSINESS WITH THIS COMPANY! " My plan is to tell our side of the story and let our customers decide. Almost 40 years in business says were doing it right most of the time !

We are never happy when a customer has a complaint that has been unresolved, with that said Riteway plumbing and heating NEVER ask a customer to take off work, for any reason ! This is always their choice, in fact we offer Saturday and Sunday service just for this purpose.We as a plumbing and
heating contractor are often at the mercy of the suppliers and the availability of the supply, we would have no reason to start a job and tell a customer his unit was in stock if in fact we were not told it was in stock, this was the case, the supplier told us to come pick up *** *** *** unit, It was only then we found out the unit was not in stockThis happened twice, the unit was out of stock at all of our suppliers and out of season, special order only, which we did.*** *** mentions several phone calls and our call logs seem to agree and show over communications with him, then he says we have a total lack of communication, confusing......As *** *** states we were on his job for two hours with two technicians and two company trucks, we have now lost that time and have been stuck with a special order swamp cooler with a restocking charge of 25% Until today 9/23/we assumed *** *** still wanted this project completed, his lack of communication now is our loss.Often times people feel empowered to trash a company perhaps extort money via the Internet or social net working , thankfully there's two sides to every story , Riteway plumbing and heating has been serving the Denver area since 1978, we stand on our customer satisfaction and reputation

Riteway plumbing and heating did install a water filtration system and steam humidifier for [redacted]. The system was attached to the domestic water heater with a factory supplied saddle valve. [redacted] did call shortly after complaining about his boiler, we replied immediately and returned to...

his house, at that time no problems were diagnosed, nothing found wrong ! It should be noted that [redacted] hot water heating system has nothing to do with his domestic water or the install Riteway plumbing and heating completed. [redacted] "claims" he made attempts to contact us, in fact he was calling the cell phone of our service tech that was off duty, we have a office phone that works 24/ 7  he has used it several times before. In fact every time [redacted] called the office he was extremely rude to the staff.[redacted] "claims" he hired a master plumber, who noted that are saddle was on a hot water side of the domestic water heater and not the cold, this is true and after consultation with the manufacture they suggested we switch this to be cold water side. [redacted] "claims" his master plumber told him this was a code violation and that the fitting was illegal, this couldn't be further from the truth, a phone call to three different building department jurisdictions confirmed there is no such code violation, and when asked the section of the code we were in violation of [redacted] got frustrated and started screaming.[redacted] " claims" this "master plumber" he drained his boiler system to fix the connection on the domestic side, not necessary, one system has nothing to do with the other, if in fact his master plumber charged him to drain a boiler system then he was charged incorrectly. [redacted] admitted to me in the conversation and the service tech installing the system that he did in fact have previous problems with his boiler system, however we were not asked to repair his boiler system, we never touched it.[redacted] claims no one ever called him, as the owner of Riteway plumbing and heating I personally called him twice and left phone messages, I also have phone records including cell phone records that show several phone calls to [redacted] "claims" I was very rude and arrogant not listening to his complaint, in fact I let him talk for 5 min. before I said one word wanting to get his side of the story. I did explain and try to reassure [redacted] that Riteway plumbing and heating and myself personally have been in the County for 45 years and that I had installed may be over 1000 boiler systems in the area and was very familiar with the operations of the systems, if he interprets that as "how wonderful I am" just another mistake on his part.When [redacted] told me I was responsible for his "master plumber's" so-called repairs, I did tell him he had an obligation and it was the standard in the industry to allow us to make any corrections necessary. Again he was shouting and very frustrated saying that I had an obligation to install it properly the first time, I agreed nevertheless still needed the opportunity to make it right.At no point did I ever yell at [redacted], I gave him a simple analogy, I said why didn't you just hire a plumber and charge us $3000?, It makes no sense not to allow the installer to make the necessary repairs.Between this analogy and at the point where I told him the domestic water has nothing to do with his boiler system [redacted] at the top of his lungs yelled [redacted] off !!!  and hung up the phone. Our phone system records these conversations, I will be happy to make a copy of this conversation available should it be necessary.And now [redacted] says no attempt was made to call him back, why would we ? For more abuse? What's the purpose? [redacted] is owed no money from Riteway plumbing and heating, we stand behind our work and would still correct it today, additionally the work [redacted] wants Riteway plumbing and heating to pay for was not necessary, his "master plumber" drain a boiler system that had nothing to do with the domestic water heater.Now [redacted]s warranty on this humidifier is most likely voided as per the very same manual he holds up as the the correct way to install humidifier, this humidifier can only be installed by a trained licensed HVAC contractor, perhaps his new "master plumber" has these credentials and can take over the warranty. He also has a water filtration system that needs to be shut down properly and re-energized properly in order to work per design, again if this was not done right it would void his warranty.Service providers often see individuals try and extort money from businesses when they in fact made a mistake, this practice is shameful and should be stopped. The point being, if Riteway plumbing and heating would have just paid [redacted]  $300 he wouldn't have complained.

Actually, I never accused [redacted] of trying to extort money, my comment was a general observation which happens be based on facts.If the unit was out of stock locally and is a seasonal item of course it would be a special order, this should have been passed on to the customer,[redacted] is curious to find out how many of the 15 communications were initiated by himself due to the job not being completed when quoted, not sure how this is helpful but I can certainly researching for him.[redacted] seems to be obsessed with talking to me directly, when in fact my office staff is very knowledgeable and has the answers he would need, even more so than I would have, this applies to the techs as well, the quickest way to have resolved this would have been right through my office staff and techs, not trying to go around them. The latest delay came when he would not talk to office staff or techs, nothing got done.Again, no one including myself blamed [redacted] for any mis-revenue, it's just a simple fact that I had two techs and two trucks on the job for two hours, and there's a restocked charge on the swamp cooler.[redacted] keeps referring to a three hour notification, that is exactly when the supplier notified us they did not have the unit in stock, after telling us they had it, I personally drove to the supply house to pick this unit up, after an hour of searching it was determined it was a mistake made by the supplier.Both my staff and techs tried to talk to [redacted] earlier this week, he put them off saying he was " roasting on it" and would let us know. Today 9/23/16 is the first we have heard back and it was on this form , google. Again, there was never an attempt to blame or accused the customer of anything,  we have been working on a resolve since the day we found the unit was not in stock as promised.Have we made mistakes?, of course........ we make mistakes every day and do the best we can to correct them !The resolve?, easy.... The customer and I go our separate ways, he's not out any money and has never been charged one penny, customer has posted comments on the Revdex.com and Google, stating " I WOULD NOT DO BUSINESS WITH THIS COMPANY! "Confusing as his other comment for resolve was " I am merely attempting to complete a job they were hired for and were not able complete. " Which is it ? You would not do business with this company or you want his company to complete a job never started ?I'm NOT interested in doing business with an individual that is actively trying to trash my company and make post of this nature, " I WOULD NOT DO BUSINESS WITH THIS COMPANY! " My plan is to tell our side of the story and let our customers decide. Almost 40 years in business says were doing it right most of the time !

Complaint: [redacted] The reason for contacting the Revdex.com was to ensure that some type of documentation was created for future customers.  It is unfortunate that we received such an unprofessional and hostile response from the owner of Riteway.  Our 11 year old daughter and her friend were in the car during the call which was on blue tooth speaker. It became clear that there would be no resolving our complaint and that is why we then contacted the Revdex.com.  We only learned later that Riteway is not a participant in the Revdex.com.  Upon learning that Riteway did not comply with code and did not comply with the instructions for the whole home humidifier and they did not respond to our to calls for repair we no longer wanted to continue to do business with them.  We were hoping for a reasonable apology, an explanation for the unacceptable work and a refund for the work that was not completed correctly.  We spoke with the [redacted] representation, he was professional, polite, understanding and acknowledged that our unit was not installed correctly.  He was a pleasure to work with.  We had no problem paying for the work Riteway did, had it been correct. Personally attacking customers and accusing them of crimes such as extortion is a poor practice for a business owner.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am not trying to fabricate a story, I am not versed in HVAC work and I can only go based on what was told to me by a certified techinician. Aggatched is the invoice from the secondary HVAC comany showing 4LB of r410a refrgerant was added after the new unit was installed by Riteway Plumbing and Heating days afer the new unit was installed. I was told by Riteway tech, [redacted] that the existing unit would not work properly as was since as my Condo is on the 3rd floor.  I verbally understood that without a new unit the AC would never work.  [redacted] didn't provide other options as far as repairs to the existing unit that could be done so that a new unit was not needed.  [redacted] being a certified technician I took him for his word.  If that was not documented by [redacted] that seems to be a breakdown on your end.  At this point, I am aware that I may never get compensated for the new unit but I feel it is my responsibility to voice my opinion of the whole process.  If there is documentation that the new unit was installed per guidelines, I would like to have a copy of that receipt which shows an adequate amount of freon was added to the new unit to function properly, I will take my complaints and frustrations to the secondary company.
Sincerely,
[redacted]

We contracted through American home Shield, we perform the services they requested to their satisfaction. The customer requested additional work her insurance company declined, she then requested that we do the work and she pay for it, we accepted, perform the work, she was satisfied and then paid...

us.If she had additional work done on the new unit that we installed that would be between her and her new installer that American home Shield sent out, we were never given another opportunity to make repairs.For gallons of Freon would be impossible, first Freon is not sold by the gallon, second if she's talking about pounds it's only a 3 pound system. She would also be paying three times too much.Her warranty is good through her warranty company American Home Shield, any warranty with us would now be void as she has had another company work on a unit that we should have had an opportunity to service.She is not due any compensation from Riteway plumbing and heating, as the complete install was done 100% to industry standards and working at full capacity. We have complete documentation including photographs and phone recordings supporting our claims of install. She tried this same complaint with American home Shield, after an exhaustive investigation American home Shield declined her claim and closed the case.......... her claims were unfounded. American home Shield also has recordings and documentation that were made available to us. They also found her to be untruthful as per their records.Riteway plumbing and heating will not allow individuals to extort money with threats like this. For 35 years we have always stood behind our product and have an excellent standing our customers.If this individual continues with slanderous remarks I will refer this to my attorney for advice moving forward.

Complaint: [redacted]
I am rejecting this response because:First off, I am in no way attempting to extort money from Riteway. I am merely attempting to complete a job they were hired for and were not able complete. I was never told the unit had to be special ordered, only that they were not able to find one in stock. I am curious to find out how many of the 15 communications they show were initiated by myself due to the job not being completed when quoted, or from the office confirming my installs. Also not one of the communications involved any interaction ** to rectify this issue. As the consumer I should not be blamed for the company's missed revenue due to the fact they did not have my part to complete the job. Which could have been avoided if I was informed more than 3 hours before the schedule install. Like I said I understand if a supplier does not have the part, but a call stating that instead of scheduling a time to install would have been appreciated. It's concerning that [redacted] first reaction to compliants like this is to blame his potential customer and accuse them of extortion instead of attempting to resolve the problem.
Sincerely,
[redacted]