Shamrock Heating & Air Conditioning Inc

Complaint: ***
I am rejecting this response because:
There isn't a business in plumbing that charges by the half hour.How foolish for someone to try to make someone believe this.I do believe they saw a big house handicap people and mistook us for stupid people. I called *** *** so I known my part was covered and was told that Shamrock participates in the exchange program The part is called universal but it is in fact specific to each unit.The model and serial number was provided to Wes's prior to Jay's arrival. It would be impractical to try and misrepresent the facts .I do know what I heard ,I do know what I saw and the tech Jay didn't bring the wrong part here twice.I have no reason to lie but I do know when I've been cheated .The lengthy time they take to respond clearly shows they take time to fabricate their version of the truth. Respectfully *** ***

Re: [redacted]Subject:  Response to Her Response, Complaint : [redacted] We do not agree with [redacted]response for the following reasons: -On Friday after her first call, we did not have a salespersonin the office to contact her, we expected to have someone contact her laterthat afternoon when they returned from their appointments.-  Our service tech does not dispute the fact that he reviewedthe book for the codes, however, we dispute the fact that he returned with thewrong parts.  The first part was auniversal part that has been known to work, but due to the generation number ofher DWH, the universal part did not work. As we previously stated he again returned with another part from a likeDWH  but this again would not fit.-  As previously stated, the supply house was already closedFriday so we could not do anything until Monday.  Hence why we had two additional visits on Friday, as we attemptedto give the customer hot water over the weekend.  -  In response to her stating that [redacted] stated that herpart was covered under warranty, we do not dispute that however, there havebeen many situations in the past where manufacturers have not honoredwarranties because:o Said repair company was not the original installingcontractoro Said warranty forms where not filed by the originalinstalling company thereby rendering the warranty void.o  Our comments concerning the warranty were made becausewe have no guarantee they are covered until the part is returned to themanufacturer. - As to her conversation with Gary, he assures me that he told[redacted] that our rate was $60.00 per HALF HOUR, not per hour as shestated.  She claimed that she had theconversation recorded and that he said $60.00 per hour.  He told her to check her recording becausehe never said $60.00 per hour.- Additionally, when she was billed, we billed her at $90.00 perhour as a convenience to her, we gave her the rate a service contract customerwould pay for additional labor.  The $90per hour was less then the $120 that should have been charged.- As to Our technician being there only 10 minutes per [redacted] response, I have spoken with Jay on three occasions, and he clearlystated that he was there a minimum of 30 Minutes Monday, and that did not eveninclude his time to travel to the supply house then to her house. We do not feel that we were beinguntruthful about our pricing, in fact, we gave her a discount on the pricing asa matter of courtesy to her.  We alsodisagree with her charges that our Tech was only there for 10 minutes onMonday.  As previously stated, totalamount on the job, including travel, etc was 2 ¾ hours.   Again, we respectfully ask that thisclaim be closed and removed . Thanking you for your help, I remain,  Very Truly Yours,  [redacted]Controller

Complaint: [redacted]
I am rejecting this response because:   I called Shamrock inc onFriday morning in ref to my hot water heater.I spoke to Mike who said he would have a salesmen call me.I waited a few hours and after no one called me back called again.During my second call I told the person I believed I was misunderstood I wasn't looking to buy a hot water heater but in fact a repair.The service tech came and I gave him the heaters book which showers what each code ment.he was here less than 30 minutes.He we turned later with a part which I fact was the wrong part.Prior to the tech coming out the 1st time Friday I had I fact called [redacted] and confirmed the part was I fact under warranty.Also Wes's called me and confirmed the model,and serial number for the heater.    On Monday after receiving my bill. Spoke to Gary about the hourly rate I was told $60 per hour.Jay was here from 10:24 am on Monday until 10:34.
 It's obvious their not being truthful as their prices keep changing. as do the hours of the times the work occurred 
Regards,
[redacted]

Review: This service call started on 9/5/14 a tech came out twice bring out the wrong part.He returned on 9/8/14 with the correct part.he was here a total time of 1hour for both days.Prior to coming out I was called by Wes's who asked for the model number and the serial number of my unit which would take all guess work out of the picture.He charged me for his failure to provide the correct items the first time .Desired Settlement: Refund of over charging me

Business

Response:

Re: [redacted]Subject: Response to Complaint We are in receipt of the above customers complaint and weoffer the following to support our position that our billing was not excessivenor was customer over billed, in fact, if anything, said customer was notcharged enough. Customer originally called on Friday and requested a new HotWater Heater (hence forth called DWH). Customer then called back and said she did not need to replacebut that she needed it repaired, claiming she read the service code to a supplyhouse and they stated that she needed a new gas valve. We had a universal part and tried to see if it would work butit would not. We contacted a local supply house and they stated that the exact part was only available inCinnaminson, but that the store was closed and would not be open until Monday. Once we found that the universal part would not work, ourtechnician returned to our office and took a part from an existing new unit atour warehouse and tried to make that work, but turns out that they were not thesame generation of DWH, they had the same part # but different generationsnumbers. Again, the supply house wasclosed. Our office attempted to do everything we could to get thecustomer hot water for the weekend, but due to the time of day, we could notprocure the replacement parts until Monday. On Monday, our technician went from our office to the supplyhouse, then from the supply house to the customers home and replaced the gasvalve with the correct model and generation of her unit.On Friday our Technician was working on the job from 4:25 PMuntil he signed off the clock at 6:00 PM. This time included his travel time from the job, to the office, time toremove the part and time to reinstall both times. This is a total of 1 ½ hours on Friday. His time Monday was from 8:00 until 9:15 am, which includedpicking up the part and installing the part. Total time was 2 ¾ hours. Customer was not charged for the part, which cost us,$144.96. We are hoping that this part will be covered under manufacturers warranty, but since we were not theoriginal installer of the customer DHW, we have no guarantees that saidManufacturer will honor warranty.We are attempting to process the warranty credit as a courtesyto the customer, but there are no guarantees that we will get reimbursed. In conclusion, we do not feel that we over-charged saidcustomer as given the above, she should have been charged: Labor @ $90.00 per hour, times 2.75 hours = 247.50 Service charge = $60.00 Parts = $144.96 Sales Tax = $31.67 Total Charge = $484.13 It is our position that we feel that we went above and beyond to try to give this customer hot water for the weekend. We had to pay our technician overtime for his time Friday, and we had to keep office personnel here later to give himaccess to our warehouse. We do not feel that we overbilled this customer in any way,in fact, we feel that we did not sufficiently charge this customer to cover ourcosts, in fact, we actually lost money in our attempt to get this customer hotwater.We respectfully ask that this case be closed and customerscomplaint removed.Please feel free to contact me if you have any questions orcomments. Very Truly YoursRaymond C MillerController

Consumer

Response:

Review: 10212962

I am rejecting this response because: I called Shamrock inc onFriday morning in ref to my hot water heater.I spoke to Mike who said he would have a salesmen call me.I waited a few hours and after no one called me back called again.During my second call I told the person I believed I was misunderstood I wasn't looking to buy a hot water heater but in fact a repair.The service tech came and I gave him the heaters book which showers what each code ment.he was here less than 30 minutes.He we turned later with a part which I fact was the wrong part.Prior to the tech coming out the 1st time Friday I had I fact called Bradford White and confirmed the part was I fact under warranty.Also Wes's called me and confirmed the model,and serial number for the heater. On Monday after receiving my bill. Spoke to Gary about the hourly rate I was told $60 per hour.Jay was here from 10:24 am on Monday until 10:34.

It's obvious their not being truthful as their prices keep changing. as do the hours of the times the work occurred

Regards,

Grace Barcliffe

Business

Response:

Re: [redacted]Subject: Response to Her Response, Complaint : 10212962 We do not agree with [redacted]response for the following reasons: -On Friday after her first call, we did not have a salespersonin the office to contact her, we expected to have someone contact her laterthat afternoon when they returned from their appointments.- Our service tech does not dispute the fact that he reviewedthe book for the codes, however, we dispute the fact that he returned with thewrong parts. The first part was auniversal part that has been known to work, but due to the generation number ofher DWH, the universal part did not work. As we previously stated he again returned with another part from a likeDWH but this again would not fit.- As previously stated, the supply house was already closedFriday so we could not do anything until Monday. Hence why we had two additional visits on Friday, as we attemptedto give the customer hot water over the weekend. - In response to her stating that Bradford White stated that herpart was covered under warranty, we do not dispute that however, there havebeen many situations in the past where manufacturers have not honoredwarranties because:o Said repair company was not the original installingcontractoro Said warranty forms where not filed by the originalinstalling company thereby rendering the warranty void.o Our comments concerning the warranty were made becausewe have no guarantee they are covered until the part is returned to themanufacturer. - As to her conversation with Gary, he assures me that he toldMs. Barcliffe that our rate was $60.00 per HALF HOUR, not per hour as shestated. She claimed that she had theconversation recorded and that he said $60.00 per hour. He told her to check her recording becausehe never said $60.00 per hour.- Additionally, when she was billed, we billed her at $90.00 perhour as a convenience to her, we gave her the rate a service contract customerwould pay for additional labor. The $90per hour was less then the $120 that should have been charged.- As to Our technician being there only 10 minutes per Ms.Barcliffe’s response, I have spoken with Jay on three occasions, and he clearlystated that he was there a minimum of 30 Minutes Monday, and that did not eveninclude his time to travel to the supply house then to her house. We do not feel that we were beinguntruthful about our pricing, in fact, we gave her a discount on the pricing asa matter of courtesy to her. We alsodisagree with her charges that our Tech was only there for 10 minutes onMonday. As previously stated, totalamount on the job, including travel, etc was 2 ¾ hours. Again, we respectfully ask that thisclaim be closed and removed . Thanking you for your help, I remain, Very Truly Yours, [redacted]Controller