I am replying in response to the complaint made by Ms [redacted] *** Ms [redacted] came by our office on July 3, to discuss the issues We agreed to have an inspection by the city of her system within the next two weeks and have our new HVAC technician onsite to rectify any problems found during the inspection if they were caused by our work She was agreeable to that solution After talking to Ms [redacted] again via phone call on Friday July 7, 2017, our plan is to schedule the inspection for Thursday, July 13, as she will be home that day and our technician will be available as well.Thank you, [redacted] Solutions Mechanical, Inc.###-###-#### [redacted]
Mrs***, My apologies for your dissatisfaction with our pricing. I can only assume from your complaint though that the work performed was up to your standards. I will address your complaint as best I canFirst off, as to the estimate you received from the other company
(attached). You have misspoken a couple things in comparing prices. You stated their price for the pump work was $and ours $2750, on their estimate the $was just for the pump itself, the hours labor for the pump they estimated (not quoted) was an additional $900, and wire $bringing their total to $1840. Their estimate also did not include the rest of the materials needed for that part of the job, including wire guards, torque arrestor, fittings, clamps, etc which would have also raised their price. Also in our experience, companies like that also have a truck charge for using a pump truck. So in effect, their estimate was not complete for that part of the jobAs to the pressure tanks, we almost always put in two smaller tanks instead of one large tank, to provide redundancy for the pressure tanks main function, which is to provide run time for the pump to cool off after the initial starting amps. That way, if one tank fails, your pump is still somewhat protected from damage while waiting on repair. The price between the two smaller tanks, vsthe one larger tank is not that much different, and we find our customers to appreciate the extra thought. As to addressing the quote on this matter, again, you stated their price would have been $for the two tanks, and ours $1500. They have no listing of labor, the hours listed was just for the pump and wire to the pressure tank, and does not include installing them, if it did include labor for the tanks, then they are wrong. And again, it has no listing of the other parts needed for that part of the job, including the special union tee that has to be a certain type (it could actually be dangerous if a certain tee isn’t used), relief valve, boiler drain, pressure gauge, pressure switch, fittings, etc, these left off fittings do add up pretty quick. As to the pump tec, we spend a lot of money with our suppliers, and our pricing with them is the best they can offer any company, if he wants to sell them for $installed, I cannot speak to that, but that is his choice to lose money and give them away at almost costNow to address the issue with the additional work needed on your well. We stand by our diagnosis, considering you can actually see the line on the casing where the mud gets to. Your casing is leaking, and we were going to install what is called a “packer” to block off the leak so ground water was not contaminating the water you drink and bathe in. As to us not being able to “finish the job” there was no well report with the health department to get the information needed (casing depth) as there should be and we even went so far as to building a electro-magnetic sensor to drop down the well and help us determine its depth. Unfortunately it was not quite powerful enough when we came out there and used it (at no charge, I might add), and one more powerful would have been too big to go down the well. Quite frankly, we were spending time trying to help you, get information on your house, to fix your water, not oursIn conclusion, their estimate was just that, an estimate…and an incomplete one at that. It did not even reflect the fact that this call came in on a weekend and was done on a weekend. Their price would have changed when you received the bill after the work was done, period. Which is also one reason we always give up front pricing, so there are no surprises after the job is done. And yes, you can always buy things from the internet, and find cheaper prices, but then you would also have to still get it installed, and nobody warranties equipment they don’t provide…and bottom line, you get what you pay for. Our reputation does not require of us to compare ourselves with every company out there, especially ones like you are comparing us to that have their own many complaints (including with the Revdex.com) of not even knowing what they are doing. That would be like asking a custom home builder to match a handyman’s prices. You are more than welcome to call a company like *** * ***, or ** *** and get a quote, but I will not compare our company to the one you have, just based on their incomplete estimate and work quality complaints. Again, you get what you pay for, and you received quality service, and especially quality workWe have 92+ years of master tradesman experience working in management here (Yes, the person that came to your house was part of that) and care about our customers, which is also why we have a 94.6% customer retention rate. We stand behind our company, and our reputation, and I personally will not compromise that. Every company makes mistakes, what makes a company is how they handle it. And there has been no mistake made here *** *** Service Manager
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I spoke with the individual at ***'s plumbing and the price quoted to me is for the complete job and would have been the price if it had been during the week or on a weekendHe is willing to give a statement to this as wellHe is aware that many companies overcharge for these services and is more than willing to make a statement to back and support his estimateHe would have done the complete job with the same materials, same time, etc for the amount of money quoted on the invoiceI specifically asked for labor charge from you and did not receive any response other than to say, we don't charge labor, we charge a flat rate for each jobIt appears you are now trying to include the labor charge into your estimates for your cost which you previously denied
As far as the incomplete work, I reached out to your company and specifically asked about the well work getting done and asked if I should reach out to someone else who may the equipment to be able to determine the well depthI was told to do so by your employee *** ***When I spoke with ***'s about this, after their evaluation, the well did not need to be packed and the work did not need to be doneWhen I mentioned this to your employee *** *** and he inquired as to why, I conveyed to him that there was no disruption of the well when it rained and the water was running clear and no discoloration notedMr*** then said to me, "well that's happening isn't it" I responded to him that the answer was noMr*** had never even asked that question prior to recommending that the well be packed so it is unclear why the basis is for stating the well needs additional work when the indication for it isn't present
I am more than happy to obtain additional quotes from other companies but it is important to note that ***'s stands by their quote, are willing to state that in writing that this is all they would have charged me had I used them for the jobThey are certified well drillers and have the skills to manage it appropriatelyHowever, I think contacting individuals who you may have relationships with would present a conflict of interest and not provide an unbiased estimate
I think from a customer service standpoint, I am simply asking for the difference in cost am not asking for any additional workI will obtain estimates and provide those back to you in the coming days
Regards,
*** ***
I am replying in response to the complaint made by Ms*** *** Ms*** came by our office on July 3, to discuss the issues We agreed to have an inspection by the city of her system within the next two weeks and have our new HVAC technician onsite to rectify any problems
found during the inspection if they were caused by our work She was agreeable to that solution After talking to Ms*** again via phone call on Friday July 7, 2017, our plan is to schedule the inspection for Thursday, July 13, as she will be home that day and our technician will be available as well.Thank you,*** *** *** ***Solutions Mechanical, Inc.###-###-####***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I am replying in response to the complaint made by Ms [redacted] *** Ms [redacted] came by our office on July 3, to discuss the issues We agreed to have an inspection by the city of her system within the next two weeks and have our new HVAC technician onsite to rectify any problems found during the inspection if they were caused by our work She was agreeable to that solution After talking to Ms [redacted] again via phone call on Friday July 7, 2017, our plan is to schedule the inspection for Thursday, July 13, as she will be home that day and our technician will be available as well.Thank you, [redacted] Solutions Mechanical, Inc.###-###-#### [redacted]
Mrs***, My apologies for your dissatisfaction with our pricing. I can only assume from your complaint though that the work performed was up to your standards. I will address your complaint as best I canFirst off, as to the estimate you received from the other company
(attached). You have misspoken a couple things in comparing prices. You stated their price for the pump work was $and ours $2750, on their estimate the $was just for the pump itself, the hours labor for the pump they estimated (not quoted) was an additional $900, and wire $bringing their total to $1840. Their estimate also did not include the rest of the materials needed for that part of the job, including wire guards, torque arrestor, fittings, clamps, etc which would have also raised their price. Also in our experience, companies like that also have a truck charge for using a pump truck. So in effect, their estimate was not complete for that part of the jobAs to the pressure tanks, we almost always put in two smaller tanks instead of one large tank, to provide redundancy for the pressure tanks main function, which is to provide run time for the pump to cool off after the initial starting amps. That way, if one tank fails, your pump is still somewhat protected from damage while waiting on repair. The price between the two smaller tanks, vsthe one larger tank is not that much different, and we find our customers to appreciate the extra thought. As to addressing the quote on this matter, again, you stated their price would have been $for the two tanks, and ours $1500. They have no listing of labor, the hours listed was just for the pump and wire to the pressure tank, and does not include installing them, if it did include labor for the tanks, then they are wrong. And again, it has no listing of the other parts needed for that part of the job, including the special union tee that has to be a certain type (it could actually be dangerous if a certain tee isn’t used), relief valve, boiler drain, pressure gauge, pressure switch, fittings, etc, these left off fittings do add up pretty quick. As to the pump tec, we spend a lot of money with our suppliers, and our pricing with them is the best they can offer any company, if he wants to sell them for $installed, I cannot speak to that, but that is his choice to lose money and give them away at almost costNow to address the issue with the additional work needed on your well. We stand by our diagnosis, considering you can actually see the line on the casing where the mud gets to. Your casing is leaking, and we were going to install what is called a “packer” to block off the leak so ground water was not contaminating the water you drink and bathe in. As to us not being able to “finish the job” there was no well report with the health department to get the information needed (casing depth) as there should be and we even went so far as to building a electro-magnetic sensor to drop down the well and help us determine its depth. Unfortunately it was not quite powerful enough when we came out there and used it (at no charge, I might add), and one more powerful would have been too big to go down the well. Quite frankly, we were spending time trying to help you, get information on your house, to fix your water, not oursIn conclusion, their estimate was just that, an estimate…and an incomplete one at that. It did not even reflect the fact that this call came in on a weekend and was done on a weekend. Their price would have changed when you received the bill after the work was done, period. Which is also one reason we always give up front pricing, so there are no surprises after the job is done. And yes, you can always buy things from the internet, and find cheaper prices, but then you would also have to still get it installed, and nobody warranties equipment they don’t provide…and bottom line, you get what you pay for. Our reputation does not require of us to compare ourselves with every company out there, especially ones like you are comparing us to that have their own many complaints (including with the Revdex.com) of not even knowing what they are doing. That would be like asking a custom home builder to match a handyman’s prices. You are more than welcome to call a company like *** * ***, or ** *** and get a quote, but I will not compare our company to the one you have, just based on their incomplete estimate and work quality complaints. Again, you get what you pay for, and you received quality service, and especially quality workWe have 92+ years of master tradesman experience working in management here (Yes, the person that came to your house was part of that) and care about our customers, which is also why we have a 94.6% customer retention rate. We stand behind our company, and our reputation, and I personally will not compromise that. Every company makes mistakes, what makes a company is how they handle it. And there has been no mistake made here *** *** Service Manager
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I spoke with the individual at ***'s plumbing and the price quoted to me is for the complete job and would have been the price if it had been during the week or on a weekendHe is willing to give a statement to this as wellHe is aware that many companies overcharge for these services and is more than willing to make a statement to back and support his estimateHe would have done the complete job with the same materials, same time, etc for the amount of money quoted on the invoiceI specifically asked for labor charge from you and did not receive any response other than to say, we don't charge labor, we charge a flat rate for each jobIt appears you are now trying to include the labor charge into your estimates for your cost which you previously denied
As far as the incomplete work, I reached out to your company and specifically asked about the well work getting done and asked if I should reach out to someone else who may the equipment to be able to determine the well depthI was told to do so by your employee *** ***When I spoke with ***'s about this, after their evaluation, the well did not need to be packed and the work did not need to be doneWhen I mentioned this to your employee *** *** and he inquired as to why, I conveyed to him that there was no disruption of the well when it rained and the water was running clear and no discoloration notedMr*** then said to me, "well that's happening isn't it" I responded to him that the answer was noMr*** had never even asked that question prior to recommending that the well be packed so it is unclear why the basis is for stating the well needs additional work when the indication for it isn't present
I am more than happy to obtain additional quotes from other companies but it is important to note that ***'s stands by their quote, are willing to state that in writing that this is all they would have charged me had I used them for the jobThey are certified well drillers and have the skills to manage it appropriatelyHowever, I think contacting individuals who you may have relationships with would present a conflict of interest and not provide an unbiased estimate
I think from a customer service standpoint, I am simply asking for the difference in cost am not asking for any additional workI will obtain estimates and provide those back to you in the coming days
Regards,
*** ***
I am replying in response to the complaint made by Ms*** *** Ms*** came by our office on July 3, to discuss the issues We agreed to have an inspection by the city of her system within the next two weeks and have our new HVAC technician onsite to rectify any problems
found during the inspection if they were caused by our work She was agreeable to that solution After talking to Ms*** again via phone call on Friday July 7, 2017, our plan is to schedule the inspection for Thursday, July 13, as she will be home that day and our technician will be available as well.Thank you,*** *** *** ***Solutions Mechanical, Inc.###-###-####***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***