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Welch and Rushe Inc.

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Reviews Welch and Rushe Inc.

Welch and Rushe Inc. Reviews (3)

June    24, 2014
Dear [redacted],
In response to the complaint letter we received June 19, 2014 please see the explanation from our Service Department Manager below, I have removed ail identifying information as requested. If you have need of further assistance please...

let me know.On 4/29/14 our Service Coordinator, called and said she had received a call from a new customer and they were in need of a service plumber for a “No Hot Water” call. At the time our Service Coordinator had all of her plumbers out on calls and was worried she would not be able to respond until the next day. No hot water calls are tricky - about 'A the time the problem is an electrical or control problem in. regards to a commercial heater and the HVAC department is then called in, I asked our Service Coordinator if it could wait and she informed me the customer was in need of a call that afternoon. I pulled an HVAC Tech off another job to accommodate the new customer. The HVAC Tech found that a mixing valve was defective and informed them he did not know the price of this as he was an A/C man but that we would let her know. She immediately called our Service Coordinator and wanted to know why she should pay for an A/C tech that did not know what he was doing.I spoke to the new customer and assured her our HVAC Tech was very capable and eased her mind. The new customer then asked for a proposal for the repair as wre]l as another proposal to replace the aging hot water heater, I stayed late that evening getting prices and prepared two proposals and sent both to the new customer. Later I received emails stating our pricing was too high, the newr customer wanted them broken down etc. It -was apparent the "No Hot Water emergency” was now' not so important, I was not going to break down repair proposals at this point - I waited and never heard back from the new customer. After a few weeks our Service Bookkeeper, sent the new customer a bill for the service call. Our Service Bookkeeper informed me several days later that the new customer called her stating she was not going to pay such a high bill for a tech that didn’t know what he was doing, I then sent her an email explaining we do not send techs out for free. I was convinced she was not going to pay either way so in the same email I told her we would not spend any further administrative time on this as she called m a SERVICE CALL, not a free estimate (which we will provide upon request). The new customer was then added to a No Work list electronically indicating nonpayment and/or difficult. The bill was never paid. I considered the matter closed until we received her Revdex.com complaint.

Date Sent: 8/18/2014 1:18:32 PMThis complaint responds to a response for this company that alleges that [redacted] did not pay for services rendered. Welch and Rushe responded with a patently false version of events and overreacted to a situation that could have been easily mitigated by simply taking the time to speak with their customer. Best, [redacted]As requested, please see our original complaint, the check that was cashed by Welch and Rushe, as well as Welch and Rushe's response to our original complaint.

Review: There was a hot water issue at our office suite. I called Welch and Rushe to request that a plumber come by for an estimate. They sent two HVAC specialists to look under the sink. They were here approximately 1 hour. They informed me what they thought the problem was and gave me an estimate. I called back the company to remark that I was hesitant about their advice, as they were not plumbers. About two weeks later we received a bill for two hours of labor for two technicians and a delivery fee. The carbon copy of the bill included a note saying quote "Bill out per [redacted], client was not happy w/our price." I assume that this refers to their quote, which was the first estimate that I received. I called to inquire about the bill, as it seemed rather high for no labor, whatsoever. I mentioned that I had thought that we were just getting an estimate, and I wanted someone to break down the cost for me. I was told I would get a call back that day and never did. I called back the following day and was again told that someone would return my call. A few hours later I received a very confrontational email from the HVAC Service Manager, [redacted] inexplicably referencing that they are "a union contractor" and accusing me of refusing to pay the invoice.I was very surprised to receive such a hostile email as the phone calls I had with the two service folks were very civil. I am certain that if **. [redacted] had chosen to return my phone call and explain the price breakdown this could have all been avoided. I also feel (given the note on the invoice referring to my perceived happiness about the quote) that they over-charged us. I understand a diagnostic fee, but we were charged $444 for no service.Desired Settlement: I feel that Welch and Rushe chose to overcharge us because they believed that we would not hire them for the job. I feel that a fair amount would be 50% of what was charged.

Business

Response:

June 24, 2014Dear [redacted],In response to the complaint letter we received June 19, 2014 please see the explanation from our Service Department Manager below, I have removed ail identifying information as requested. If you have need of further assistance please let me know.On 4/29/14 our Service Coordinator, called and said she had received a call from a new customer and they were in need of a service plumber for a “No Hot Water” call. At the time our Service Coordinator had all of her plumbers out on calls and was worried she would not be able to respond until the next day. No hot water calls are tricky - about 'A the time the problem is an electrical or control problem in. regards to a commercial heater and the HVAC department is then called in, I asked our Service Coordinator if it could wait and she informed me the customer was in need of a call that afternoon. I pulled an HVAC Tech off another job to accommodate the new customer. The HVAC Tech found that a mixing valve was defective and informed them he did not know the price of this as he was an A/C man but that we would let her know. She immediately called our Service Coordinator and wanted to know why she should pay for an A/C tech that did not know what he was doing.I spoke to the new customer and assured her our HVAC Tech was very capable and eased her mind. The new customer then asked for a proposal for the repair as wre]l as another proposal to replace the aging hot water heater, I stayed late that evening getting prices and prepared two proposals and sent both to the new customer. Later I received emails stating our pricing was too high, the newr customer wanted them broken down etc. It -was apparent the "No Hot Water emergency” was now' not so important, I was not going to break down repair proposals at this point - I waited and never heard back from the new customer. After a few weeks our Service Bookkeeper, sent the new customer a bill for the service call. Our Service Bookkeeper informed me several days later that the new customer called her stating she was not going to pay such a high bill for a tech that didn’t know what he was doing, I then sent her an email explaining we do not send techs out for free. I was convinced she was not going to pay either way so in the same email I told her we would not spend any further administrative time on this as she called m a SERVICE CALL, not a free estimate (which we will provide upon request). The new customer was then added to a No Work list electronically indicating nonpayment and/or difficult. The bill was never paid. I considered the matter closed until we received her Revdex.com complaint.

Consumer

Response:

Date Sent: 8/18/2014 1:18:32 PM

This complaint responds to a response for this company that alleges that [redacted] did not pay for services rendered. Welch and Rushe responded with a patently false version of events and overreacted to a situation that could have been easily mitigated by simply taking the time to speak with their customer. Best, [redacted]

As requested, please see our original complaint, the check that was cashed by Welch and Rushe, as well as Welch and Rushe's response to our original complaint.

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Description: Plumbers

Address: 391 Prince George's Boulevard, Upper Marlboro, Maryland, United States, 20774

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