Royal Mechanical Inc

Royal Mechanical received a call from the homeowner, Mr***, regarding the kitchen sink in his recently purchased homeHe also had question regarding his HVAC systemOur Master Plumber, Steve, took the call as I was out due to my wife’s emergency surgerySteve looked at the kitchen sink issue
and informed the homeowner what he needed to do to fix the issue.The homeowner also asked Steve if the in-floor hot water heating system used glycolThe vast majority of residential homes do not use glycol because of the safety issues, especially when it is tied to a side arm hot water as it was here (if there were a leak in the system, the glycol could leak into the drinking water system)Steve had worked at this home before but only on the boiler outside in the garageSo when Steve told the homeowner he was pretty sure the system wouldn’t contain glycol, it was a reasonable answer and one most other professionals would have given.The homeowner also asked Steve about his dehumidifier which was tied to his furnaceIn our several decades of business, we have never seen a home with an inline dehumidifier tied to a furnaceBecause of this, we told the homeowner we didn’t feel we should work on this type of equipment This is such a specialty piece of equipment, it is reasonable to bet that most any other reputable HVAC company in town wouldn’t work on it either.After sending him a bill for our time and diagnostics, the homeowner said he wouldn’t pay for any of Steve’s time because Steve wasn’t aware of how to service this type of dehumidifier and because Steve made the comment that the boiler most likely didn’t contain glycol, even though when Steve looked closer at the boiler, he did see it contained glycol and told the homeowner such.I spoke to the homeowner about his concernsHe proceeded to tell me how “stupid” my Master Certified Union Plumber was and that he was not going to pay the billI politely ended our conversation and later offered to cut his bill by 50%, but at this point he refused to pay anythingThe homeowner said he hired another company to the fix the issue with his kitchen faucet; I told him to provide us a copy of his bill from the other company showing what they did to fix the problem and if it was any different than what our Master Plumber had recommended to do, he wouldn’t be charged for any of the services we providedHe was not willing to show us the other company’s service ticket (because it was “too time consuming” to do so)Despite the homeowner’s unwillingness to play fair, so to speak , we again offered him a 50% discount, which at one point he said he would pay, BUT he threatened to contact the Revdex.com and other social media outlets to disparage our company name if he did soHe has not paid the 50% to date, or any amount for that matter, and it appears he has now contacted the Revdex.com anyway.We are sorry if this homeowner feels unsatisfiedRoyal Mechanical has an A + rating with the Revdex.comWe employ only the highest educated and best trained employees available in our line of workMany other residential contractors hire entry level employees, lacking experience and any licenses or comp cards whatsoeverYet, we sent over a highly trained Master Plumber who gave a proper, appropriate and honest diagnosis and Mr*** was still not satisfiedWe feel as though we did more than our share to try to satisfy this customer by accepting a partial payment despite the fact that we had done nothing wrong

I am rejecting this response because:  Royal Mechanical failed to mention is that I agreed; to have him personally come out and give them a second chance, (because he was more familiar with my home's systems than Steve.) He said he would check his schedule and get back to me. He never called or followed-up. After not hearing back I called a different company they not only fixed the hot water issue (which was different than Royal's diagnosis) but they were also familiar with the rest of the system and have helped on servicing the in-floor heat, adding wifi controls and servicing the dehumidifier which Royal said: "they had never seen in their several decades of business." The new company also had to "re-service" the garage boiler that Steve at Royal had previously serviced, because Steve had the condensation hose elevated too high and water was back draining into the boiler and all over the garage floor.  I was willing to give Royal a second chance after being so dissatisfied with their first attempt, because frankly Bob seemed like a nice guy on the phone and everyone deserves a second chance if they ask.  However, when they did not even bother to follow-up on that second chance, that is when I called a different company, which I have been very satisfied.Bob is correct that I was willing to pay them 1/2, not because of the work that they did not do, but because they threatened to turn the $212.50 bill over to a collection agency in an attempt to damage my good credit if I did not pay their ransom.  That is when I said that I would call the Revdex.com and report them.  I spoke with Kari on the phone and explained the entire story and why I did not believe I should be charged.  She said that she did not have the authority to dismiss it on her own.  I asked her to follow-up and get back to me,  I did not hear back from her either, and I did not report them until after she sent me another invoice with a hand written note that said pay 1/2 the bill.