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Welch and Rushe

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Welch and Rushe Reviews (2)

Date Sent: 8/18/1:18:PMThis complaint responds to a response for this company that alleges that [redacted] did not pay for services renderedWelch and Rushe responded with a patently version of events and overreacted to a situation that could have been easily mitigated by simply taking the time to speak with their customerBest, [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

June 24, Dear [redacted] , In response to the complaint letter we received June 19, please see the explanation from our Service Department Manager below, I have removed ail identifying information as requestedIf you have need of further assistance please let me know.On 4/29/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” callAt 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 dayNo hot water calls are tricky - about 'A the time the problem is an electrical or control problem inregards 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 afternoonI pulled an HVAC Tech off another job to accommodate the new customerThe 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 knowShe 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 mindThe 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 customerLater I received emails stating our pricing was too high, the newr customer wanted them broken down etcIt -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 customerAfter a few weeks our Service Bookkeeper, sent the new customer a bill for the service callOur 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 freeI 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 difficultThe bill was never paidI considered the matter closed until we received her Revdex.com complaint

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