Wiersgalla Company, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I have absolutely nothing bad to say about your tech. He was a very nice gentleman and very professional. I was not trying to undermine him by any means necessary. Please let him know that this did not arise because of him. I started this complaint because I was not expecting a bill, instead just an estimate. I was directing this complaint more towards the back office staff.Thank you for waiving the second call. We are very grateful and will not speak negatively of wiergalla.We will still recommend wiersgalla to others when plumbers topics arise on behalf of your knowledgeable tech
Regards,
*** ***

To Whom It May Concern,We are confused about this compliant.  He called in and we scheduled a service call for him.  His job was never typed up as a check and clean.   It was typed up as a water leak. (see attached work order #[redacted])  Boiler leaking in a couple of...

places.  So yes we knew there was a leak.  He also at that time never mentioned in his request for service, that when it gets up to 60/65 it always leaks.   Never mentioned to our service dispatcher.  My technician went there for the leak and it was not leaking when he arrived or was there.  So how are we going to find a leak???  And why didn't he say something about the 60/65 degrees to leak while my technician was there.   My technician offered to him  (The customer was there the whole time) "since I am here I will do a check and clean because there is the minimum service fee."  The customer agreed to this.  It was never mentioned to my service technician that it leaks at 60/65 degrees.  Because if this was mentioned my technician would have turned it up, waited for it to heat up and found the leak.He called back us back four-days later for the leak, we charge him but as a continuation of service.  No other trip charge just labor.    My technician went and found the leak to be coming from the bottom of heat exchanger.   This is non-repairable and we mailed him a proposal for a new boiler system with two options.  We have never heard back from him until this compliant.He paid $117.63 for the first visit and $63.30 for continuation of service.  (Second invoice is not paid) We have been in business for almost 50-years and we do not make it our practice to not listen to our customers with our thick skulls, nor have we been in business because we are dimwits or dumb as.   We do not nickle and dime people (Second invoice was for labor only at a discounted rate)  and we are not crocks.  We have in our 49 years of business had to deal with many customers who cannot chose their words and describe their issues very clearly.   My technician did nothing wrong and we are very taken-back by this compliant.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I remember the initial phone call made to Wiersgalla about the situation.  They kept pressing me that all I needed was a "check and clean".  I insisted that something was not right with the unit (leaking everywhere).  They told me explicitly to not turn the unit above 60 degrees.  I turned it down overnight and it was enough to dry up the leak.  It was a miracle the water dried up as fast as it did.  I should have recorded the first phone call because they pressed vary hard that nothing was wrong and I only needed the "check and clean".  That is the first thing the guy that came in said.  So I am here for a check and clean.  He must have been the only one doing check and cleans on his schedule because he didn't even calculate the amount we owed for "service".  In their response they even said they came back for a second service call, yet nothing was serviced.  I was left with a leaky unit so all they did was charge me for an estimate on the second call?  It doesn't matter if you have been in business for a day or 50 years.  You should always listen to the customer.  When the guy came I tried to explain what was going on with the unit and he just kept saying it looked fine.  You are trying to put words in my mouth which is very disrespectful.  Look at the pictures and you will see how bad the situation really was.  I feel I was scammed.  I tried attaching a video but it will not take.
Regards,
[redacted]

When we came the first time it did not leak.  Its hard to find a leak when its not leaking.   He did the check on it and it still did not leak.  Standard policy with 99% of  service companies is to have a minimum charge for labor.  Can you tell us how we find a problem when the problem is not present when we get there?  We have been in business many years and that challenge has always been there for hvac and plumbing technicians.  Its hard to find a noise when we get there and its not making the noise.  It's hard to find a smell, when we get there and its not smelling.  99% of our customers understand this and call us back when its doing the problem again and they understand how service works, its a continuation of service.  We work with them and they work with us. You could have canceled that morning if it wasn't leaking that day.  You had a choice.   The dispatcher has done their job for over 10 years and is consistently appreciated by our customers with thank you notes and phone calls to management.   Attached is the initial call log.  Seems pretty straight forward that it was written up for a leak.  We will make a good-will offering to you and waive the second call.

We just had a master bathroom remodeled and were extremely pleased with the experience from planning stages thru completion. The contract was detailed and easy to understand, the work was completed in a timely manner, carpenter and plumber were professional in every way. We were especially pleased with the help we received in the planning stages and the coordination of the various phases once the project was underway.

My husband and I had a horrible experience with Wiersgalla. We are renovating our bathroom and needed some help with the plumbing. We called Wiersgalla, whom informed us they could complete our project the following week. We called them to confirm mon. Of the week they were to complete the project and the person we spoke with stated she had no record of our previous phone conversation or appointment. They made no remedy of the situation and were very rude. I would never recommend this company, very poor customer service!