RupCoe Plumbing & Heating Company, Inc.

Complaint: ***
I am rejecting this response because:The business representative is not telling the truth. When I made the appointment I got confirmation from the sales representative that they could recharge my AC unit but she did not mention anything about fixing the leak before they could recharge it. If I had all the information as the technician told me, I would have asked for a quote on fixing the leak first and would not have made the appointment for recahrging the unit to begin with.
Regards,
*** ***

My Partner, Thomas R*** had reached out to *** right away after seeing this complaintHe offered to send a different service technician out to attemp to clear the drain line at no charge*** accepted the offerA few days later, Ben W*** another service technician, went
out, on Monday, October 30, After about hours of trying, was unable to clear the drain lineAfter I became aware of this, about hours later, I thought of another way that we might be able to clear the line(I have years experience in the trade)I asked my customer service rep to call *** and schedule another appointment for someone to go there and try thisWe're determined to solve the problemOur office has madea call to schedule on Nov2, and Nov6thWe are anxiously awaiting ***'s return call so we can go and resolve this problem

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

Since we value our A+ rating we will accept the consumer's offer of $100.00 and consider the matter resolved.

Complaint: [redacted]
I am rejecting this response because:1. The second time I called RupCoe I was NOT told that they were pretty full. Had they done so, I would have sought help somewhere else rather than waiting. 
2. I never received any follow up phone call from RupCoe.
Regards,
[redacted]

When I saw that [redacted] had stopped payment on her check(s), I called to ask her why. She told me that she was upset because she called to speak to a manager and ask for a parts/ labor breakdown, several times, and did not get a call back. I was...

not able to offer her any reason as to why she did not get a call back. I have a partner and the message may have been left on his desk, I really can't say. However, this is not a legitimate reason to stop a payment and breech a contract.     I offered [redacted] a verbal breakdown, that the part retailed at about $100.00 with tax and shipping.The rest was labor. She went on to complain about how long it took to get the job done. My service tech made several attemts to get it locally without success and the part had to be special ordered. She was told it might take several days, and when we were notified from the supply company we would make it top priority to pick it up and get the job done. [redacted] agreed to these terms.     Later in the conversation she informed me that "the job was not done right, I still have a problem". I asked my customer service reps to check there phone message books, to see if there was any info on a warranty claim associated with her call. If there was then that would have been passed right to the service manager to get it scheduled and take care of it no charge. But there wasn't. I immediately offered to come back out and do the repair for free. We stand behind our work, even though she was irritated that she didn't get a return call from management regarding the breakdown. She responded, "Are you crazy, I'm not letting you back in my house." I said then I could not help her and told her I would use legal means to collect the money she owed.     She went on to say that she called around and got other quotes and was told that this repair should have cost between $150-$200. This, in my opinion, is heresay. Quoting prices over the phone is unprofessional and usually is bait & switch. Most phone quotes are inaccurate and change once the service man get to the house. And that is why we will not do it.     So this to me is a case of buyers remorse. Someone is trying to breech a contract for petty reasons, and then saying the work was not done right and not affording me an opportunity to come out and make it right. I even offered to send a different service tech out if she had a problem with the first one. When she said that she would have to get another plumber to come out an repair it right, I asked if I could come and pick up my part and return it to the supplier so I couls say it was defective and get my $100 back. She scoffed at the idea.

I asked my CSR, [redacted], to compose an account of what happened. I will post it below:     On October 2nd, at 6:43PM, I received a call from [redacted] who explained to me that he had a sewer back up in the line between his house trap and...

the street. I clearly explained to him that there was a dispatch fee of $129.95 for the technician to come to the home that evening. I also explained that the technician would diagnose the problem and that he would give him an estimate as to how much the actual repair would be. I also informed Mr. [redacted] that if he was able to wait until the following day, the dispatch fee would drop down to $59.95 for the technician to come to his home. Mr. [redacted] stated that he did not mind paying the $129.95 dispatch fee and that he wanted service that evening. I gave him a time frame of 8-10:30 as documented in my call log. The technician arrived at 7:47 pm. A short time after the technician arrived at the residence; Mr.[redacted] called me and began accusing me of misinforming him. He claimed that I told him that we would complete the job of clearing his sewer line for $129.95. I told him that is not what I communicated to him and that he must have completely misunderstood what I said.                                                                                                                                                [redacted],                                  �...⇄ Service Representative                                 ...⇄ 11-4-14     Also, My service technician, [redacted], is a morally upright person, and has never, nor will ever, use any profanity toward a customer.

I asked my CSR, [redacted], to compose an account of what happened. I will post it below:     On October 2nd, at 6:43PM, I received a call from [redacted] who explained to me that he had a sewer back up in the line between his house trap and the...

street. I clearly explained to him that there was a dispatch fee of $129.95 for the technician to come to the home that evening. I also explained that the technician would diagnose the problem and that he would give him an estimate as to how much the actual repair would be. I also informed Mr. [redacted] that if he was able to wait until the following day, the dispatch fee would drop down to $59.95 for the technician to come to his home. Mr. [redacted] stated that he did not mind paying the $129.95 dispatch fee and that he wanted service that evening. I gave him a time frame of 8-10:30 as documented in my call log. The technician arrived at 7:47 pm. A short time after the technician arrived at the residence; Mr.[redacted] called me and began accusing me of misinforming him. He claimed that I told him that we would complete the job of clearing his sewer line for $129.95. I told him that is not what I communicated to him and that he must have completely misunderstood what I said.                                                                                                                                                [redacted],                                  �...⇄ Service Representative                                 ...⇄ 11-4-14     Also, My service technician, [redacted], is a morally upright person, and has never, nor will ever, use any profanity toward a customer.

Customer called on 1/11/16 - we came out to address the leak.  Were not able to duplicate or locate the leak at that time.  Advised customer to call us back if it happens again.  The dispatch fee for the second visit would be waived if repairs are made, not if we come to no leak...

again.   The call came in 4 days later,  customer was told that we were pretty full on the schedule already that Friday afternoon and will do our best, and that it may be moved to the next day.  Unfortunately that came to be so, we called the customer back about 2 hours after the call, to advise of that and to schedule fort he following (Saturday) morning.  With NO extra charge  due to all the facts. Customer at that point got upset and asked to speak to a manager.  I called and left a message for her on Mon and again on Tues.   with no response until this now.

My customer service rep [redacted] maintains that she has no recollection of telling Mr [redacted] that his Air Conditioning system could be charged. The girls in the office are not trained in this field and can make no such judgement on wether a system can be charged or not. I...

personally feel that Mr. [redacted] was not happy with the price quoted for the R-22 charge up and that is the real reason. Our technicians invoice says that he "SUGGESTS" a dye/ leak test.

Complaint: [redacted]
I am rejecting this response because:1. The second time I called RupCoe I was NOT told that they were pretty full. Had they done so, I would have sought help somewhere else rather than waiting. 2. I never received any follow up phone call from RupCoe.
Regards,
[redacted]

I am rejecting this response because: The only reason why Rupcoe called me back was because I stopped payment on the check, as is my right as a consumer.  The job was not completed properly and I was not given a breakdown of the costs as I am also entitled to as a consumer.  Rupcoe wanted their $100 part back- I do not trust them to come back into my home and remove the part.  However, I will pay them the $100 for the part since I now have to get another plumber to come in and finish the job.  Please advise if this is acceptable to Rupcoe and I will mail them a check for the $100 to settle this matter.

Review: I was given a quote to replace a part in my shower. The price I was quoted was $495. When the plumber did not show up 2 days in a row to finish the job, I called other plumbers in the area and was told that this is a $150-200 job. so I called back Rupcoe and requested a breakdown of the part & labor cost- the technician returned to my home to replace the part, but did not provide a breakdown of my costs- I placed approximately 9 phone calls to the office and was told that someone would call me back- no one did- when I tried to use the shower, it is not running any hot water, so therefore it is not fixed and the job was not completed properly- so I stopped payment on my check.. When the owner found out my check was stopped, then he decided to call me back to see why- He offered me no solution, except he wanted me to let his technician back into my home so he could get his part back out of my shower. I have now received a letter from him demanding payment, with a returned check fee attached and if I dont pay him, he is threatening small claims court.Desired Settlement: I told the owner that I do not wish to do business with this company since no one gave me the courtesy of a call back- I think a consumer deserves a breakdown of the parts and labor costs associated with a job of this nature. I do not want to be contacted any more and I am certainly not going to pay for a job that was not done properly I will hire another plumber to do the job correctly this time

Business

Response:

When I saw that [redacted] had stopped payment on her check(s), I called to ask her why. She told me that she was upset because she called to speak to a manager and ask for a parts/ labor breakdown, several times, and did not get a call back. I was not able to offer her any reason as to why she did not get a call back. I have a partner and the message may have been left on his desk, I really can't say. However, this is not a legitimate reason to stop a payment and breech a contract. I offered [redacted] a verbal breakdown, that the part retailed at about $100.00 with tax and shipping.The rest was labor. She went on to complain about how long it took to get the job done. My service tech made several attemts to get it locally without success and the part had to be special ordered. She was told it might take several days, and when we were notified from the supply company we would make it top priority to pick it up and get the job done. [redacted] agreed to these terms. Later in the conversation she informed me that "the job was not done right, I still have a problem". I asked my customer service reps to check there phone message books, to see if there was any info on a warranty claim associated with her call. If there was then that would have been passed right to the service manager to get it scheduled and take care of it no charge. But there wasn't. I immediately offered to come back out and do the repair for free. We stand behind our work, even though she was irritated that she didn't get a return call from management regarding the breakdown. She responded, "Are you crazy, I'm not letting you back in my house." I said then I could not help her and told her I would use legal means to collect the money she owed. She went on to say that she called around and got other quotes and was told that this repair should have cost between $150-$200. This, in my opinion, is heresay. Quoting prices over the phone is unprofessional and usually is bait & switch. Most phone quotes are inaccurate and change once the service man get to the house. And that is why we will not do it. So this to me is a case of buyers remorse. Someone is trying to breech a contract for petty reasons, and then saying the work was not done right and not affording me an opportunity to come out and make it right. I even offered to send a different service tech out if she had a problem with the first one. When she said that she would have to get another plumber to come out an repair it right, I asked if I could come and pick up my part and return it to the supplier so I couls say it was defective and get my $100 back. She scoffed at the idea.

Consumer

Response:

I am rejecting this response because: The only reason why Rupcoe called me back was because I stopped payment on the check, as is my right as a consumer. The job was not completed properly and I was not given a breakdown of the costs as I am also entitled to as a consumer. Rupcoe wanted their $100 part back- I do not trust them to come back into my home and remove the part. However, I will pay them the $100 for the part since I now have to get another plumber to come in and finish the job. Please advise if this is acceptable to Rupcoe and I will mail them a check for the $100 to settle this matter.

Business

Response:

Since we value our A+ rating we will accept the consumer's offer of $100.00 and consider the matter resolved.

Review: I contacted Rupcoe based on good reviews from [redacted] on Dec 31th 2013 for a tune-up of my furnace and a slow draining kitchen sink. [redacted] took the call. Took back and forth four calls to settle down on the date of appointment and whether I could use two [redacted] $30 coupon per each service I am getting, as she was not familiar with the coupons and did not know they don't come out on weekends if not urgent. In the end, after consulting with her manager, [redacted] said they can only honor one coupon which bring the charge of tune up from 79.99 to 49.99$. For the drain issue, there is a dispatching fee of 59.99$ and no coupon allowed even though the coupons at [redacted] website said $30 off for each service. The appointment was set for 8-12 on Jan 2nd.

On jan. 2nd, no one came and no call in the morning. I called office twice, talked to [redacted] and [redacted], and was told my appointment was for 12-4 pm. I pointed out that this was clearly their mistake, and my husband have been wasting a work day waiting, I was told that they can't produce a body for me when there is not anyone available...Anyway, [redacted] did promise to send someone soon. Finally at 3 pm, two guys came. First they denied about the agreement on 49.99$ tune up. When my husband called the office, [redacted] also said she never heard of it. Then the guys went ahead and quoted 300-400$ for the snake job for the drain, which is ridiculous given that this kind of job generally goes about 100$. At this point, my husband paid them the dispatch fee and sent them off cause he could not stand them any more.

I called the office right away, trying to talk to [redacted] the manager, as I feel something is wrong about how [redacted] handled my appointment and this sounded like a bait and switch. But [redacted] told me she was not there. I left my number. On jan. 5 th, I called again around noon. Still [redacted] said [redacted] was not available, and I left a message. No call back as of now. I need a refund on the dispatching fee and an apology!Desired Settlement: I won't book the call had I know the coupon can't be applied. [redacted] lied to me in the beginning or did not communicate well to the rest of company. I was ill treated, and my call was never returned. I have never used a service company this bad! I demand, first of all, an apology and an explanation! We wasted all day waiting to only get humiliated! Secondly a refund for the dispatching fee!

Please resolve this issue as soon as you can!

Business

Response:

Dear Mrs. [redacted],

I believe that this issue you have with us is all because of

miscommunication from both parties. I will address each of your concerns

individually.

Our Customer Service Representative [redacted] is new to the

Company and was still in training therefore she didn’t know all about our

coupons and special deals we offer including the [redacted]’ [redacted] promotion.

In regards to the coupons, we offer several coupons but

never do we accept more than one at a time from anyone, which is standard

procedure in any business.

In regards to the offer we had on [redacted]’[redacted] for a furnace

inspection and cleaning. This had to be purchased through [redacted]’[redacted] for $ 49.00

and once you purchased it, they would give you an order number that you must

have in order to receive this service, in turn you would give that order number

to our office to schedule the appointment. You, I believe, thought you just

paid our company the $ 49.00 and we would perform the cleaning &

inspection. This was a special offer in which we received none of the $49.00

that [redacted]’[redacted] collected from you. Therefore, we wouldn’t accept a coupon on

top of us not collecting any money for this service. However we would accept a

coupon for any other services performed.

Regarding the appointment time you wanted us to come out

first thing in the morning, this is true, but both [redacted] & [redacted] confirmed

with me that it was scheduled between 12-4pm not 8-12. We always give a 4 hour

time frame due to the fact that when setting up a schedule it is quite

difficult to give an exact time or book someone such as you ahead of the many RupCoe

Service Agreement Customers that we service on a daily basis.

Regarding the drain cleaning proposal, this was a galvanized

kitchen drain line that was holding water and was going to be snaked by our

technician from the roof so as not to cause any mess in the kitchen below. Our

technician offered to use the coupon and wave the dispatch fee. You mentioned

that the cost for this generally goes for $ 100.00. I’m not sure where you got

that number, but I’ve been in business for nearly 30 years and we have never cleared

a drain line for that cost. This wouldn’t be an easy task and yes the cost

reflects this.

You claimed that this event sounded like a bait and switch.

I am offended by this comment. You don’t stay in business for 30 years by using

practices such as a bait and switch. We have an excellent reputation and constantly

monitor it and work to improve it every day.

We will graciously refund your dispatch fee as per your

request and I believe that this miscommunication between us does deserve apologies

on both sides.

Sincerely yours

Vice President

RupCoe Plbg., Htg. & Air Conditioning Co.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

-----------

Dear Mr. [redacted],

Thank you for your response, which helps me a little bit in understanding how we ended up where we are now.

I, however, with all due respect, disagree with your conclusions that the issues I had were due to miscommunications from both parties. I am sorry but the misunderstanding was mainly with [redacted] on your side. I understand that she was new with your company but this fails to justify her failure in recording the agreed time of appointment, her failure in recording/clarification of the coupon issue I discussed with her, her denial in the agreed time and coupon later, and her failure in communicating my requests of speaking to a manager twice to your company for days, which resulted in this Revdex.com complaint. Last but not the least, she showed no sign of apology over the phone with me.

Let me go through my complaints with you one by one again.

First off, regarding the time of appointment, it is not possible for me to mis-hear the appointment time. I always request morning appointments for service calls leaving possibility of going to work afterwards if possible. I’d also like to remind you that I had FOUR conversations with [redacted] before this appointment was set, and each time, the appointment time was mentioned. I also told my husband to put it on the calendar while I was between calls with [redacted]. I only made this service arrangement the entire week that week, but how many appointments did [redacted] made that week? Does she even remember the contents of our four calls? Let me tell you. The first one, she confirmed the charges, time and even agreed on the two coupons. The second one, she called back for the coupon number. I told her it is a coupon from [redacted]’[redacted] with no number, and we agreed on using just one coupon. She and I decided to use the coupon on the furnace (she did not mention the coupon can’t be used on furnace work). The third call, I called back to ask her if the appointment could be moved to Saturday morning instead, since we didn’t want to miss work. She agreed and warned me of the higher dispatch charge. I said OK. The last call, she called to tell me that you don’t do regular service visits on Saturdays and we were forced to go back to what was agreed in our second call.

You said that you confirmed the appointment time by talking to [redacted] and [redacted]. The fact of matter is, I never spoke to [redacted] when making the appointment so both she and [redacted] presumably relied on the booking record [redacted] left after our conversation that day. So it is really [redacted]’s words against mine.

To help you also understand my confidence in my memory and over-the-phone comprehension capability, I also work in a customer facing business while I take tens of calls every day for the past 5+ years. I have yet to receive any complaints from my customers that I fail to understand them.

All my four calls with [redacted] were made with my cell phone with [redacted]. I believe these phone records can be obtained under circumstances. I don’t exactly know how and the cost, but I would be more than happy to work with you getting those records, if you would sponsor the cost for such action. I have nothing to hide or lose here. I understand your natural inclination to believe your own people. Why wouldn’t you? But please take a step back, and think about what is in it for me to go through this ordeal of Revdex.com complaints, and spent hours on typing, and what is at stake for [redacted]. Did I really make this complaint to just get my dispatch fee refunded? Absolutely not. I do have a decent job and make easily a lot more than the dispatch fee using the time I spent with this complaint. I filed the complaint because of the mistreatment I received from your company (largely from [redacted]), and to seek the apology I deserve.

Regarding the coupons, it seems you and I are not on the same page as to what is on [redacted]’[redacted] website. I just went there again, and confirmed that your company is offering 6 deals right now (and back then in Jan), all of which are $30 off coupon for any work done, including plumbing and heating/AC. I attached the coupon and deals here. I don’t see a deal for purchasing the cleaning & inspection for $49. Not now, not then. I would have purchased it back then if I saw it, but now I am glad I didn’t get to. I can respect your decisions on not allowing more than one coupon per visit but bear in mind, what I originally wanted to have done were two jobs combined in one visit. They could be split into two visits then the technically one coupon per each job can be applied. But that was not main point here and I did not file the complaint because you and I don’t agree on how the coupons work. After all, these are coupons you issue, and I did agree with [redacted] on the decision of one coupon for two jobs in one visit.

Regarding the charges for snaking, I respect the pricing you set, and regretfully say that I have seen it a lot cheaper. But again that is not why I am here with the complaint. Had nothing else happened, I would had just paid the dispatch fee and let your guys walk away without doing the job, and no complaint there.

I can understand that you feel offended by being called “bait and switch”. But that was how I truthfully felt that day after what I had gone through. I was irate, to say the least. I apologize if this offended you but you also got to respect how other feels too. I trust that your company has not gained the good reputation for nothing (that is why I chose your company to begin with), and I hope you can prove it once again that you do put the satisfaction of your customer as a top priority.

I thank you for offering the refund for the dispatch fee. Please mail the check to my address at [redacted]. This however only partially resolves my complaint here. I, with all due respect, request an apology from [redacted] and your company. I hope this can be resolved properly. I have yet to share my experience with your company at any other websites, as I would like to have another chance to work with your company, but not [redacted] who failed to escalate my concerns, to understand how this service request ended up so terribly wrong.

Thank you for your time,

----------------------

Regards,

Review: On Oct. 2, 2014 at approx. 6 pm I called RupCoe Plumbing & asked the female who answered if they unclog sewer lines & she said yes. I told her that I have positively diagnosed the blockage & I need someone to unclog it. I told her that the blockage was outside going out to the street. She told me that a tech was in my area & would be visiting me by 8pm. She stated the charge is $129.95. She told me that the tech would troubleshoot the problem, clear the blockage & ensure that the line was unclogged for $129.95. I agreed & told her to send the tech over. The tech [redacted]. came at 9pm & I took him to the spot outside the house. He asked if I have a basement, I said yes. He told me that he wanted to check something. In the basement I showed him the toilet & explained for the 2nd time the steps I took to identify the blockage. He then presented a bill for $432. He told me that it was a rough estimate. I told him that the agreement I made with the lady at his office was that he would perform the work described above for $129.95. He told me that the lady did not say that. I told him that I would pay him the $129.95 only if he completed the job as agreed between the lady & I. He then left. I then called his office, the same lady answered the phone. I told her what had happened & she vehemently denied that she ever made such agreement. The tech came back knocking at the door. The lady told me that I have to sign that I agree to pay $129.95 even though the work was not done. I refused. The tech now presented an invoice for me to sign. I asked him what am I signing. He told me that I was signing to verify that I have received a copy of the agreement. I then asked him if I am signing as receiving a copy of the document or agreeing to pay $129.95. Just then he told me that I’m a f..king a..hole. I immediately told him to leave. He left slamming the door. On Oct. 9, 2014 I got a bill from Rupcoe for $139.05, dispatch fee of 129.95 + $9.10 for tax.Desired Settlement: I am requesting the bill from the company be voided due to services not rendered.

Business

Response:

I asked my CSR, [redacted], to compose an account of what happened. I will post it below: On October 2nd, at 6:43PM, I received a call from [redacted] who explained to me that he had a sewer back up in the line between his house trap and the street. I clearly explained to him that there was a dispatch fee of $129.95 for the technician to come to the home that evening. I also explained that the technician would diagnose the problem and that he would give him an estimate as to how much the actual repair would be. I also informed Mr. [redacted] that if he was able to wait until the following day, the dispatch fee would drop down to $59.95 for the technician to come to his home. Mr. [redacted] stated that he did not mind paying the $129.95 dispatch fee and that he wanted service that evening. I gave him a time frame of 8-10:30 as documented in my call log. The technician arrived at 7:47 pm. A short time after the technician arrived at the residence; Mr.[redacted] called me and began accusing me of misinforming him. He claimed that I told him that we would complete the job of clearing his sewer line for $129.95. I told him that is not what I communicated to him and that he must have completely misunderstood what I said. [redacted], Customer Service Representative 11-4-14 Also, My service technician, [redacted], is a morally upright person, and has never, nor will ever, use any profanity toward a customer.

Review: This is regarding the service request I made with RupCoe for recharging the leaks with my A/C unit on July 8th. When I made the service appointment I specifically asked whether I would get my A/C unit recharged and was told Yes. But when the technician came to my house he told me they would not be able to recharge it, which was different from the representation they made at the time of my service appointment. Furthermore, he quoted me an outrageous amount for recharging the unit ($400 for 3 lbs of R22 refrigerant) which has to be diagnosed for the leaks first (another $300 charge for putting dyes in it). So I ended up paying $85.55 for no service at all. Afterwards, I made a phone call to RupCoe on July 8th trying to dispute the charge and get my money back. After some rough conversations with the lady in charge of receiving the phone calls, I was told the manager would call me back but he never did. All in all, I felt RupCoe made misrepresentation at the time of my booking the appointment, less to say how I was treated afterwards was not professional at all. Had I knew the complete information behind recharging A/C units I would not have made the service appointment with them to begin with.Desired Settlement: I would like to have a refund of $85.55 I was charged by RupCoe.

Business

Response:

My customer service rep [redacted] maintains that she has no recollection of telling Mr [redacted] that his Air Conditioning system could be charged. The girls in the office are not trained in this field and can make no such judgement on wether a system can be charged or not. I personally feel that Mr. [redacted] was not happy with the price quoted for the R-22 charge up and that is the real reason. Our technicians invoice says that he "SUGGESTS" a dye/ leak test.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The business representative is not telling the truth. When I made the appointment I got confirmation from the sales representative that they could recharge my AC unit but she did not mention anything about fixing the leak before they could recharge it. If I had all the information as the technician told me, I would have asked for a quote on fixing the leak first and would not have made the appointment for recahrging the unit to begin with.

Regards,