Tailored Landscaping & Lawn Maintenance

Initial Business Response / [redacted] (1000, 8, 2015/08/26) */ I am in receipt of the above complaintThere are several issues with the statements made that are or simply a matter of opinionFirst, no gas meter has a concrete lid or is undergroundOur technician would have no reason to access an underground valve for a faulty water heater diagnosisOur technician has stated to me that he did not access any underground valve when quoting the price for the proposed workSecond, if the customer wished to find a less expensive water heater, perhaps she should not have approved the proposalAdditionally, the customer was charged our standard $Diagnostic fee in which we meet on-site and diagnose the issue and give a proposed solution and priceThis is important to point out since the original call to our office was for an unknown water leakWe waive the diagnostic fee if the customer approves the work at the proposed priceAll of this took place until she called to cancel the work she had approvedIn reviewing the facts, we sent a trained professional to assess her problem and give her a written proposal to correct the issueThis has value and she agreed to to price of the diagnostic fee over the phone as well as approving the workHer children apparently convinced her to shop for a better price At this time, we feel we do not owe [redacted] any refund as services were provided and she declined our solution based on price after the factHowever, I will send her a refund of the $in the interest of time and good faithOur reputation is very important to us and has been for nearly years Please notify me once this matter has been reviewed and I will send the refund so long as it will close this matter Respectfully, [redacted] , President Paul's Plumbing & Heating, Inc Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the refund,and I did make a mistake on the meter box that was left uncovered it was the WATER METER and he also left the door to the water heater closet open and that is the door that was left open and the wind tore it offI did not receive any statement---signed or unsignedAlso, my children are also owners of this property and they also have a part in any changes to this propertyI am sorry these people have to lie for their business thank you

Initial Business Response /* (1000, 11, 2016/02/26) */
I apologize for the delay in my responseI have reviewed the circumstances of the service in question and I would like to offer *** a refund in the amount of $We are a flat rate company and we do quote prices for repairs before we
start the workAlthough conditions may change once we begin work, it is the technician's responsibility to clearly convey those condition changes to the customer and make them aware of any cost changesRegardless of whether the technician followed through with that policy in this case, *** does not feel she was treated fairlyAfter years in business, our reputation is very important to us and we feel it is what sets us apart from our competitionPlease share this response with her along with my apologiesI Would greatly appreciate her reconsideration of the Yelp review she posted
Initial Consumer Rebuttal /* (2000, 13, 2016/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
YES I FEEL THE REFUND OF $WOULD BE FAIR AND YES I WILL UPDATE MY POOR REVIEW I POSTED ON YELP WHEN I RECEIVE THE REFUNDHOWEVER, I WOULD LIKE TO KNOW WHY DID IT TAKE THESE MEASURES TO GET THEIR ATTENTION? IF THE MANAGER HAD RETURNED MY CALL AND ADDRESSED THIS ISSUE PROMPTLY THEN I WOULD NOT HAVE HAD TO RESORT TO POSTING A NEGATIVE REVIEW OR FILE THIS COMPLAINT
Final Consumer Response /* (2000, 21, 2016/03/23) */
A CHECK WAS MAILED TO ME FOR THE AMOUNT OF $RECEIVED AT MY POST OFFICE BOX ON 3/THEY (PAUL'S PLUMBING) HAVE FULFILLED THEIR PROMISE FOR THE REFUND

Initial Business Response /* (1000, 8, 2015/08/26) */
I am in receipt of the above complaint. There are several issues with the statements made that are false or simply a matter of opinion. First, no gas meter has a concrete lid or is underground. Our technician would have no reason to access an...

underground valve for a faulty water heater diagnosis. Our technician has stated to me that he did not access any underground valve when quoting the price for the proposed work. Second, if the customer wished to find a less expensive water heater, perhaps she should not have approved the proposal. Additionally, the customer was charged our standard $59.00 Diagnostic fee in which we meet on-site and diagnose the issue and give a proposed solution and price. This is important to point out since the original call to our office was for an unknown water leak. We waive the diagnostic fee if the customer approves the work at the proposed price. All of this took place until she called to cancel the work she had approved. In reviewing the facts, we sent a trained professional to assess her problem and give her a written proposal to correct the issue. This has value and she agreed to to price of the diagnostic fee over the phone as well as approving the work. Her children apparently convinced her to shop for a better price.
At this time, we feel we do not owe [redacted] any refund as services were provided and she declined our solution based on price after the fact. However, I will send her a refund of the $59.00 in the interest of time and good faith. Our reputation is very important to us and has been for nearly 60 years.
Please notify me once this matter has been reviewed and I will send the refund so long as it will close this matter.
Respectfully,
[redacted], President
Paul's Plumbing & Heating, Inc.
Initial Consumer Rebuttal /* (2000, 10, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the refund,and I did make a mistake on the meter box that was left uncovered it was the WATER METER and he also left the door to the water heater closet open and that is the door that was left open and the wind tore it off. I did not receive any statement---signed or unsigned. Also, my children are also owners of this property and they also have a part in any changes to this property. I am sorry these people have to lie for their business.
thank you.

Initial Business Response /* (1000, 8, 2017/08/21) */
In response to Case [redacted]
We have reviewed the complaint filed by [redacted] disputing the service and charges of our invoice #107233 and offer the following:
1. [redacted] disputes the amount of the invoice AFTER approving the quote to...

make the repairs prior to the service being completed. She was quoted a price between $400-500 to service the unit and add a performance enhancing product to her AC system that is proven to extend the life of the unit as well. She has a system which is obsolete and if replacement is required, would cost approximately $5000 or more. [redacted] was charged $393.00 after a senior discount.
2. She claims "her son and others" checked the "oil" prices and it was "no where near that expensive." I would offer that if these individuals were capable of procuring refrigeration products and then able to install them, perhaps she should have requested that they perform the work. The value of the work completed is not based on a single product without accounting for the expertise of specific technical knowledge as well as having that product on hand and delivering a service.
3. Her claim that the technician only took 3-4 minutes to make repairs is preposterous. She has not considered drive time, diagnosis time and other costs associated with providing her a service to her system during the warmest month of the year. We try to give seniors without AC priority service but this comes at additional expense as we are forced to reschedule other customers.
4. While we do sympathize with customers and the ever-growing expenses of home equipment maintenance, we would not be in business for over 60 years if we took advantage of customers as she claims.
[redacted] appears to not see the value of the service provided or the training and expertise of those that provide it. We regret that we have no other resolution to offer. We consider this matter closed.
Respectfully,
Paul's Plumbing & Heating, Inc.
Initial Consumer Rebuttal /* (3000, 10, 2017/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is the usual baloney when trying to cover up prices that are unreasonable.
If they think a $20 Senior Discount is appropriate on a bill of $423.00 for adding 4 oz of oil to an air conditioner, then they are seriously out of touch with reality! And no I don't consider their drive time, diagnosis time or expertise in the expense. I expect that is part of the service.
I certainly wasn't scheduled ahead of anyone--they had several available dates and times open which I was offered.
I didn't expect they would agree that it was overpriced for the service,their reply on the phone was " well we gave you the Senior Discount!"
Very poor customer relations. Their reply was rude and unprofessional. I won't be calling or referring them in the future.