Simon Bos Nurseries

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I appreciate GEM's quick response to this complaint, however the explanation that they have given to the work that was performed on 07/27/is incorrect.Prior to the work performed on 07/27/2017, I had called GEM to determine the cause of why I was loosing water pressure and ultimately not receiving any water from my well after a period of use To clarify: I called GEM to diagnose this issue, thus making the drying well the initial and main issue, not a " second issue...completely separate issue" as GEM explains itAt the time of GEM diagnosing the issue on 07/27/2017, the technicians suspected that there was a defect with either the 1" polly water line in the well, the well pump, and the pressure tankTherefore, it was determined that based on the age of the house and when the well may have been dug, all these components were suspected to be old and would need to be replaced to fix the "no water" issue There was no mention at the time of replacing these parts that any were "burnt out" I contacted GEM the next day on 7/28/because the same issue persisted, less than 24hrs laterThe dry well condition was there when GEM originally was called, they simply failed to identify itIn addition GEM refuses to acknowledge a tech was called out to the house on 7/28/and they failed to send me service slip for this dayThe tech stated on this day of 7/28/that the issue was misdiagnosed by GEMI can agree that GEM did offer to work with me after notifying them the issue persistedHowever, it was extremely difficult to communicate with GEM management and there was not any follow through on GEM's part after I contacted them several times with a quote from a local well company Furthermore, I was told by the well company that based on where the existing well is located on my property, the well could not be dug deeper due to the septic system's location and the success of hydrofracking the well would be unknownWithout GEM's assistance, I had to have a new well drilled At the time of when I notified GEM about the issue persisting, I was willing to work with them because I understood I still possessed the pieces of equipment that was replaced However, I believe GEM should take responsibility that they misdiagnosed this issue and therefore I should not be held responsible for services, e.glabor charges, that shouldn't have been performed in the first placeI do not believe I should be paying fora service that in no way was related to correcting the root cause of the issue.GEM has not acted professionally; not following through with agreements, being rude and insulting during phone conversations, and not returning phone calls Regards, [redacted]

Revdex.com: The pump was only suspected to be a faulty pump, not burnt out- this was part of GEM’smisdiagnosisAt no time did GEM conclusively determine the pump was burnt out and it was never verbally stated/ explained or written on the service slip Only a list of what was replaced was stated on the original service slip, no diagnosis was given Prior to GEM's service on 07/27/2017, my well pump was still able to deliver water for short periods of time and thenfollowed by no water for a period of time, which was explained to the tech upon arrivalGEM should have recognized this as a dry well symptomI find it surprising that although GEM states in their most recent response to their diagnosis on 07/27/2017, "There was absolutely no way for the technician to know that the well was low on water...", the technician that arrived on 07/28/at my residence performed a string test, in which he determined that my well was going dryThe tech also statedthe work done the previous day was a misdiagnosis by GEM Two other well companies were also able to determine this using different equipment and methodsI have a receipt for this assessment.I did not state the well equipment was oldThis statement was made by GEM as part of their reasoning which led to their incorrect assessment of the issueThe technicians suspected that there was a defect with either the 1" polly water line in the well, a faulty well pump, and/or the pressure tank because by estimating of the age of the house and when the well may have been dug, they then determined that these components were “old” and would need to be replacedThis was GEM's attempt to diagnose the issue, which being a customer, I trusted GEM's expertise and their diagnosis to be well thought outHowever, they inadvertently determined the "old" components to be the root cause and not the well going dry In regards to their statement of, "it is not for a well to go dry", if you work in the field of fixing well issues you should be aware that wells can go dryNot only did we have two well companies tell us that our well was going dry, but there are well businesses that specialize in solving drying well issues like this.In response to GEM's statement, "it is impossible to identify a dry well if the pump is not working, but it is possible to say that the well was not completely dry because his old pump was in water when it was removed and the new pump was pumping water for a couple of hours after installation before it began to lose capacity" - Again, the pump was working and was only suspectedto be faulty not “burnt out”Please see reasons stated above- The old pump may have been in waterTo mention GEM's statement, "a technician cannot see the water below ground", this would confirm that GEM did not determine the amount of water in the well at the time of pulling up the old pump, whether the pump was in 1inch of water or feet under water was not determinedBased on the present condition/ symptoms of the problem GEM at least should have had reason enough to suspect a dry well or the possibility of a dry wellAt no time did GEM discuss even the possibility of a dry well- GEM did not pump water for "a couple of hours" after installing the new pumpAs per work order # [redacted] dated 7/27/2017, the technicians ran the pump for only minutes.- I cannot confirm what the service slip for 7/28/stated GEM failed to send me the service slip for 7/28/for my own records.When talking with Mngr [redacted] he had no knowledge of a tech that came out to my house on 7/28/ GEM has still failed to send me the service slip for 7/28/The reason we addressed this is due to the fact Mngr [redacted] asked me to get a quote from a well company for hydro fracking which I had already done, so I immediately gave him the quote in the same conversation on 7/31/This was in addition to reinstalling the pump in thewellI did not receive a call back for weeks.GEM did misdiagnose the issueThere would be no reason for calling GEM the following day to have another technician come back out to my home to inspect the same issueIn addition, two well companies also confirmed the well was going dryI do not expect to have the same issue less than 24hrs later after spending $ A well does not go dry in less than 24hrs, therefore the dry well condition was present at the time of GEM’s initial arrival.In response to GEM's statement, "Gem has tried to make Mr [redacted] understand that it is not our fault that his well went dry and from ground level, it is impossible to know what is going on with the water system feet deep." I never said that it was GEM's fault that my well went dryTo clarify, it is GEM's fault that they inadvertently misdiagnosed the cause of the "no water" issue and were unable to determine that the well was going dry, which then lead them to replacing parts that did not need to be replaced and charged me for the labor to do this work.7/27/-Was the original service call date7/28/-I called GEM due to the same issue reoccurring less than 24hrs later.7/31/-I called GEM after no call back and spoke with Mngr [redacted] I gave him the quote for hydro-fracking and received no further communication for weeksThis is a long period of time not to hear back from a company regarding a serious situation.8/14/2017- I again called GEM after weeks of not hearing back At this point it was clear GEM did not want to work with me in order to figure out a path forward for my compensation, as a result I filed a dispute with my credit card company [redacted] who performed an investigation and later removed the charges.12/7/- I again called the GEM office and Mngr [redacted] 's cell phone.12/8/-Mngr [redacted] called me only after I called GEM on 12/and emailed his Manager; [redacted] , in hopes of reaching a middle ground to resolve the disputeGEM has been very unprofessional for example when talking with Mngr [redacted] he stated “I think the reason you don’t want to pay isbecause you ran out of money”This is not only insulting but shows his poor attitude toward customers and displays a habit of jumping to conclusions During this conversation he refused to acknowledge a tech coming out to my home on 7/28/and he did not want to discuss compensation for the misdiagnosis as we discussed on 7/31/In summary, two separate well companies correctly diagnosed the dry well from above ground without issue using equipment GEM did not possess or failed to employ during their misdiagnosisIf GEM does not have knowledge of these techniques I strongly believe they shouldn't have initially advised meAgain I did not call GEM to replace aging equipment that was still workingWith this said, I am still willing to work with GEM to reach a middle ground with them I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted]

Gem's reply to my complaint failed to mention that they were called on Friday night August for the water heater leak and their phone support center assured me that a technician would be there Saturday morning to afternoon to replace itI told the response person that we were going camping and needed the issue resolved Saturday before we left, she assured me over the phone that it would not be an issueWe did not receive a call from a technician until pm on Saturday August 15, letting us know that he would not be able to change the heater due to the supply warehouse being closed at that timeHe did stop by the house to insure the supply to the water heater had been properly closedWhen he was at the house he pointed out the code change and corrosive piping from installation that had to be correctedWhen my wife asked him, his thought was that the safety valve would not be a replacement cost since it was used due to failure of the water heaterThough the Gem support center had assured us of being willing, able and ready to replace the heater on Saturday this was not the case.I took time out of work on Monday morning to meet the technician thinking he would arrive with a water heater willing, able and ready to install since a technician had already been there on SaturdayI made modifications to my travel to work, just to be there for the technician, since I had been at a camp site and had to go back home prior to going to workI was incensed when a different technician who arrived did not have a heater and to me seemed more focused on telling me of the code changes and incurred costs rather than replacing itI then, as I stated in my complaint, asked for the original invoice and expected charges for the changes to perform installationWhen I heard the cost for the changes and additional charge for a new heater of $120, I felt Gem was overcharging to recoup costs for the heater that was warrantied.It's laughable that Gem insinuates that I did not want the work completed by them because I wanted them to make code improvements to my home for freeDid they install the original heater with the safety suggestions they recommended for free or did I pay$ for it Their response is indicative of the type of service and support that can be expected when they can't over charge for what they provide.When I called and complained on Wednesday morning the manager was willing, able and ready to work with me on the cost to retain my business once he knew that the heater manufacturer would not warrant the unitHe told me good luck getting the manufacturer to provide you a heaterHis willingness was not to provide good service but to use leverage to recoup costsAt this point, I was uninterested and felt that if I was going to pay for a new heater and labor, I would give my business to someone else.As I stated in my complaint, the least they can do is reimburse the amount they charged me for the heaterI don't want anything for "free" from them, I just want what I originally paid for the heater that did not exceed their warranty.Respectfully, [redacted]

Revdex.com:GEM plumbing refunded my diagnostic fee in full I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Gem originally installed a water heater for *** *** on September 14th, 2009. Mr*** did purchase a tank with a labor and parts warranty. That warranty covered that particular type of tank and any failures that could have originated from any installation or workmanship
issues. On August 17th, 2015, Mr*** called Gem to state that he was having water heater issues and would like for Gem to fix the issue under our warranty. After our technicians arrived, they explained to the customer that there would be additional charges for a reinstallation of his tank. Over the six years that have passed since the original installation, the local plumbing codes have changed. In order to properly install a tank in 2015, additional work was needed to meet the new codes. While the cost of the actual tank was and is still covered, Gem is not responsible for code changes and cannot be held responsible for the additional work the customer needs. Although our staff explained to Mr*** that he would need to pay for any new costs associated with any code violations and government regulated changes, the customer insisted that the work needed to be done for free. The customer chose to have the technicians leave on Monday instead of proceeding with the workOn August 19th, Mr*** called the Gem office again and spoke with our plumbing service manager. Our plumbing service manager restated the reasonsfor the need for additional work and also explained that we had been ready, willing, and able to perform all the work on MondayIt was the customer’s decision to turn down that work. Mr*** never called in on Tuesday for serviceGem did review the invoice again from and further explained that the tank and labor from the work that had been performed was and is covered. It is the new work needed to install the unit up to code that is not coveredThe plumbing manager sent a copy of the invoice. He also outlined for Mr*** the numerous code violations. According to Code NFPA 54, the existing current flue pipe size of 3", which met the local code in 2009, would now need to be replaced with flue pipe measuring 4" in order to meet the new codes in In order to install the new tank which was being covered for free, this violation would need to be corrected before we could re-install a new water heaterFurthermore, the United States Government began enforcing changes to the minimum efficiency ratings for most residential water heaters in April These changes are outlined in NAECA 3, which is governed by the U.S*** ** ***With these changes came an additional cost for the new style NAECA tankThese tanks now cost additional money. Gem agreed to replace the cost of the tank that was installed from 2009. However, the additional charges which come from the new government regulations are the responsibility of the customer. We did explain that this new tank would come with a new six year warranty from the manufacturer on the new tank. At this point, the customer informed us that he felt that if changes had taken place to local codes, it would be the responsibility of Gem Plumbing to make changes to his home. Unfortunately, this is not the case. The customer requested that Gem leave the uninstalled unit for him. We informed the customer that Gem cannot allow the liability of allowing the customer to possibly install our tank with an unlicensed installerTherefore, our tanks must be installed by one of our licensed professionals. We did offer to make further monetary concessions to ensure that the customer would have a legal and safe installWe were willing to bear some of the cost that the customer would have to pay for the increased cost new tank; however the code violations would have to be paid for by the customer. The customer ultimately refused to pay for the code upgrades nor have the work done.The customer also requested for the WAGS valve to be covered for free. The warranty on that particular item was only covered for one year. This work would not be covered under warranty any longer.While we sympathize with the customer, Gem cannot be held responsible to bring the customer’s home up to code. We can only warranty the workmanship andparts that were originally done over six years ago that were associated with the installation of the work that was covered under that warrantyFurther information on these changes can be found at ***/.Please feel free to contact us at *** if you have any further questions

GEM Plumbing arrived to the customer’s home to troubleshoot a
[redacted] Boiler with the assistance of the Manufactures Phone Tech Support. This
is standard practice with the manufacture to confirm the results of the
diagnostic. The customer called the following day to receive an update on the...

status
of his service call. After reviewing the details of the Service Visit with the
customer he stated that he was having different service vendor come to his
property to get a second opinion on our diagnostic. At this time we addressed
the concerns of the customer about the GEM Technician calling [redacted] Tech
Support while on site, informed customer that this leaves a record with the
manufacture that the boiler is being serviced in the event future service is
needed. I informed the customer if he was to get a different diagnostic by his
other Service Vendor to call back into GEM and we can discuss a refund of his
99.00 Service Fee if our diagnostic with Tech Support was incorrect. At that
point in time the status of the call was left off that the customer would
contact the GEM HVAC Service Coordinator if he needed any further assistance
with this matter. GEM received another complaint the following day
after the customer had repaired his system and that he remained unhappy
with the original service and was requesting a refund. We contacted the
customer that day and offered a refund once it was made known that our
diagnostic was incorrect. At this time customer was credited a Service Fee. We sincerely
apologize for any inconvenience, and we value our customer feedback. We hope
that the customer is satisfied with our decision  to fully refund his fee.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].. 
I appreciate GEM's quick response to this complaint, however the explanation that they have given to the work that was performed on 07/27/2017 is incorrect.Prior to the work performed on 07/27/2017, I had called GEM to determine the cause of why I was loosing water pressure and ultimately not receiving any water from my well after a period of use.  To clarify: I called GEM to diagnose this issue, thus making the drying well the initial and main issue, not a " second issue...completely separate issue" as GEM explains it. At the time of GEM diagnosing the issue on 07/27/2017, the technicians suspected that there was a defect with either the 1" polly water line in the well, the well pump, and the pressure tank. Therefore, it was determined that based on the age of the house and when the well may have been dug, all these components were suspected to be old and would need to be replaced to fix the "no water" issue.  There was no mention at the time of replacing these parts that any were "burnt out".   I contacted GEM the next day on 7/28/2017 because the same issue persisted, less than 24hrs later. The dry well condition was there when GEM originally was called, they simply failed to identify it. In addition GEM refuses to acknowledge a tech was called out to the house on 7/28/2017 and they failed to send me service slip for this day. The tech stated on this day of 7/28/2017 that the issue was misdiagnosed by GEM. I can agree that GEM did offer to work with me after notifying them the issue persisted. However, it was extremely difficult to communicate with GEM management and there was not any follow through on GEM's part after I contacted them several times with a quote from a local well company.  Furthermore, I was told by the well company that based on where the existing well is located on my property, the well could not be dug deeper due to the septic system's location and the success of hydrofracking the well would be unknown. Without GEM's assistance, I had to have a new well drilled.  At the time of when I notified GEM about the issue persisting, I was willing to work with them because I understood I still possessed the pieces of equipment that was replaced.  However, I believe GEM should take responsibility that they misdiagnosed this issue and therefore I should not be held responsible for services, e.g. labor charges, that shouldn't have been performed in the first place. I do not believe I should be paying fora service that in no way was related to correcting the root cause of the issue.GEM has not acted professionally; not following through with agreements, being rude and insulting during phone conversations, and not returning phone calls. 
Regards,
[redacted]

Revdex.com:GEM plumbing refunded my diagnostic fee in full.
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
The pump was only suspected to be a faulty pump, not burnt out- this was part of GEM’smisdiagnosis. At no time did GEM conclusively determine the pump was burnt out and it was never verbally stated/ explained or written on the service slip.  Only a list of what was replaced was stated on the original service slip, no diagnosis was given.  Prior to GEM's service on 07/27/2017, my well pump was still able to deliver water for short periods of time and thenfollowed by no water for a period of time, which was explained to the tech upon arrival. GEM should have recognized this as a dry well symptom. I find it surprising that although GEM states in their most recent response to their diagnosis on 07/27/2017, "There was absolutely no way for the technician to know that the well was low on water...", the technician that arrived on 07/28/2017 at my residence performed a string test, in which he determined that my well was going dry. The tech also statedthe work done the previous day was a misdiagnosis by GEM.  Two other well companies were also able to determine this using different equipment and methods. I have a receipt for this assessment.I did not state the well equipment was old. This statement was made by GEM as part of their reasoning which led to their incorrect assessment of the issue. The technicians suspected that there was a defect with either the 1" polly water line in the well, a faulty well pump, and/or the pressure tank because by estimating of the age of the house and when the well may have been dug, they then determined that these components were “old” and would need to be replaced. This was GEM's attempt to diagnose the issue, which being a customer, I trusted GEM's expertise and their diagnosis to be well thought out. However, they inadvertently determined the "old" components to be the root cause and not the well going dry.  In regards to their statement of, "it is not normal for a well to go dry", if you work in the field of fixing well issues you should be aware that wells can go dry. Not only did we have two well companies tell us that our well was going dry, but there are well businesses that specialize in solving drying well issues like this.In response to GEM's statement, "it is impossible to identify a dry well if the pump is not working, but it is possible to say that the well was not completely dry because his old pump was in water when it was removed and the new pump was pumping water for a couple of hours after installation before it began to lose capacity".                                                            - Again, the pump was working and was only suspectedto be faulty not “burnt out”. Please see reasons stated above. - The old pump may have been in water. To mention GEM's statement, "... a technician cannot see the water below ground", this would confirm that GEM did not determine the amount of water in the well at the time of pulling up the old pump, whether the pump was in 1inch of water or 100 feet under water was not determined. Based on the present condition/ symptoms of the problem GEM at least should have had reason enough to suspect a dry well or the possibility of a dry well. At no time did GEM discuss even the possibility of a dry well. - GEM did not pump water for "a couple of hours" after installing the new pump. As per work order #[redacted] dated 7/27/2017, the technicians ran the pump for only 20 minutes.- I cannot confirm what the service slip for 7/28/2017 stated.  GEM failed to send me the service slip for 7/28/2017 for my own records.When talking with Mngr. [redacted] he had no knowledge of a tech that came out to my house on 7/28/2017.  GEM has still failed to send me the service slip for 7/28/2017. The reason we addressed this is due to the fact Mngr. [redacted] asked me to get a quote from a well company for hydro fracking which I had already done, so I immediately gave him the quote in the same conversation on 7/31/2017. This was in addition to reinstalling the pump in thewell. I did not receive a call back for 2 weeks.GEM did misdiagnose the issue. There would be no reason for calling GEM the following day to have another technician come back out to my home to inspect the same issue. In addition, two well companies also confirmed the well was going dry. I do not expect to have the same issue less than 24hrs later after spending $3200.  A well does not go dry in less than 24hrs, therefore the dry well condition was present at the time of GEM’s initial arrival.In response to GEM's statement, "Gem has tried to make Mr. [redacted] understand that it is not our fault that his well went dry and from ground level, it is impossible to know what is going on with the water system 100 feet deep." I never said that it was GEM's fault that my well went dry. To clarify, it is GEM's fault that they inadvertently misdiagnosed the cause of the "no water" issue and were unable to determine that the well was going dry, which then lead them to replacing parts that did not need to be replaced and charged me for the labor to do this work.7/27/2017 -Was the original service call date7/28/2017 -I called GEM due to the same issue reoccurring less than 24hrs later.7/31/2017 -I called GEM after no call back and spoke with Mngr. [redacted]. I gave him the quote for hydro-fracking and received no further communication for 2 weeks. This is a long period of time not to hear back from a company regarding a serious situation.8/14/2017- I again called GEM after 2 weeks of not hearing back.  At this point it was clear GEM did not want to work with me in order to figure out a path forward for my compensation, as a result I filed a dispute with my credit card company [redacted] who performed an investigation and later removed the charges.12/7/2017 - I again called the GEM office and Mngr. [redacted]'s cell phone.12/8/2017 -Mngr. [redacted] called me only after I called GEM on 12/7 and emailed his Manager; [redacted], in hopes of reaching a middle ground to resolve the dispute. GEM has been very unprofessional for example when talking with Mngr. [redacted] he stated “I think the reason you don’t want to pay isbecause you ran out of money”. This is not only insulting but shows his poor attitude toward customers and displays a habit of jumping to conclusions.  During this conversation he refused to acknowledge a tech coming out to my home on 7/28/17 and he did not want to discuss compensation for the misdiagnosis as we discussed on 7/31/17. In summary, two separate well companies correctly diagnosed the dry well from above ground without issue using equipment GEM did not possess or failed to employ during their misdiagnosis. If GEM does not have knowledge of these techniques I strongly believe they shouldn't have initially advised me. Again I did not call GEM to replace aging equipment that was still working. With this said, I am still willing to work with GEM to reach a middle ground with them.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
I reject GEM's explanation. The techician spoke with me over the phone about the type and model valve and the hours needed to complete the job which was grossly overestimated. My wife was at the house to sign but had no idea that GEM installed an inferior valve nor was she aware of the labor hours. This is why GEM was so hesitant to supply an itemized receipt.  When I got home from work in the evening I realized that I had been duped.  I have also done some research on this company and understand that they also do work for other retailers such as Lowes at substantially less then what they charge through GEM directly.
Regards,
Louis Petruccl

The customer contacted Gem and scheduled a service call for an active pipe leak from previous freeze damage. The customer was not a female as indicated in this complaint – it was a male. The gentlemen indicated that his father had tried to fix the broken pipes in the recently purchased home, but had...

clearly not been able to make the repairs since there was water actively running out of the heating pipes in the radiators. The Gem technician shut off power to the boiler and closed two zone valves to the boiler to stop the water leaking inside the home and to prevent any further damage to the boiler or the home. The customer watched and was instructed about the location of both on/off values and the power switch to the boiler so he could turn them back on when repairs were made. The tech prepared an estimate for repairs but the customer had no funds for the repairs and his credit card was declined for the service fee for the appointment, a fee that is explained in advance of a tech being dispatched. The tech offered to discuss financing but the customer indicated that he would call Gem the next day to schedule an appointment – he did not call again. The Gem technician did not shut off main water to the house at any point from the time of the appointment and the time of this complaint and at no point was the weather cold enough to cause any new freeze damage.

Gem made it clear to Mr. [redacted] that the work performed to replace a burnt out well pump and its components did not impact or guarantee the water line or water source that were previously installed by another company several years earlier. The equipment Gem installed was estimated prior to the job...

and approved by the customer before the work was completed in a timely and professional manner. The customer signed off on the project and the fact that the new equipment did replace non-working equipment and resolved the issue of pumping water on that day. Unfortunately, a second issue of the well going dry was determined later and Gem did offer to work with the customer to make use of the new equipment once he had a well company dig the well deeper or defrag the existing well. The new well pump that was installed by Gem worked correctly and that equipment did replace burnt out equipment on site and the system worked while there was water in the well. The deeper well needed by the customer is a completely separate issue that had to be resolved by the customer and would not have made the need for a new well pump and its components unnecessary. Gem is up front with the scope of work when estimating a project and is not responsible if additional steps are needed to resolve an issue that are unforeseen and unrelated when a project begins. We understand the frustration of a homeowner when additional work is needed, but Gem acted in a forthright and professional manner and expects to be compensated for our portion of the project.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below.

Gem's reply to my complaint failed to mention that they were called on Friday night August 14 for the water heater leak and their phone support center assured me that a technician would be there Saturday morning to afternoon to replace it. I told the response person that we were going camping and needed the issue resolved Saturday before we left, she assured me over the phone that it would not be an issue. We did not receive a call from a technician until 2 pm on Saturday August 15, letting us know that he would not be able to change the heater due to the supply warehouse being closed at that time. He did stop by the house to insure the supply to the water heater had been properly closed. When he was at the house he pointed out the code change and corrosive piping from installation that had to be corrected. When my wife asked him, his thought was that the safety valve would not be a replacement cost since it was used due to failure of the water heater. Though the Gem support center had assured us of being willing, able and ready to replace the heater on Saturday this was not the case.I took time out of work on Monday morning to meet the technician thinking he would arrive with a water heater willing, able and ready to install since a technician had already been there on Saturday. I made modifications to my travel to work, just to be there for the technician, since I had been at a camp site and had to go back home prior to going to work. I was incensed when a different technician who arrived did not have a heater and to me seemed more focused on telling me of the code changes and  incurred costs rather than replacing it. I then, as I stated in my complaint, asked for the original invoice and expected charges for the changes to perform installation. When I heard the cost for the changes and additional charge for a new heater of $120, I felt Gem was overcharging to recoup costs for the heater that was warrantied.It's laughable that Gem insinuates that I did not want the work completed by them because I wanted them to make code improvements to my home for free. Did they install the original heater with the safety suggestions they recommended for free or did I pay$ 1400 for it.  Their response is indicative of the type of service and support that can be expected when they can't over charge for what they provide.When I called and complained on Wednesday morning the manager was willing, able and ready to work with me on the cost to retain my business once he knew that the heater manufacturer would not warrant the unit. He told me good luck getting the manufacturer to provide you a heater. His willingness was not to provide good service but to use leverage to recoup costs. At this point, I was uninterested and felt that if I was going to pay for a new heater and labor, I would give my business to someone else.As I stated in my complaint, the least they can do is reimburse the amount they charged me for the heater. I don't want anything for "free" from them, I just want what I originally paid for the heater that did not exceed their warranty.Respectfully,[redacted]

GEM Plumbing & Heating Service, Inc. responded on 11/15/16 to a service call for a faulty shower valve that was not operating correctly. In an attempt to provide the most economical option for the customer, the Gem technician attempted to repair the valve. The repair revealed that the valve...

needed to be replaced due to condition of the internal housing that was only evident after the internal condition of the valve was exposed. This is a common situation as water quality can damage the internal condition of a valve over years of operation. GEM quoted the replacement cost of the valve that included waiving the initial fee and applying a coupon for the customer. The estimate was approved and the plumber left to pick up the required material and returned to complete the installation. The customer at that time had no complaints with pricing even after the plumber returned from his parts run and completed the work. The customer signed all paperwork and agreed to the pricing and provided payment. GEM provided service along with a warranty on installation and the new valve for 1 year. The customer was charged in accordance to our pricing and received prompt professional service by a licensed and insured technician. GEM stands behind its work and pricing.