Black Diamond Plumbing & Mechanical, Inc.

Initial Business Response /* (1000, 5, 2014/07/03) */
Contact Name and Title: *** ***, Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bdplmg.com
Ms*** was contacted by our office on 7/2/Everything has been worked out and a credit for the service charge is in
process

Way over priced for the work that they did Says free estimates but really once do something have to sign that will pay $even if no work Then the quote is not based on anything other than pulling a number out of the air It was a weekend and needed our water on or would have waited for our usual plumber Then broke our turn off since rarely used but no way to prove this Then quoted outrageous number to repair and we declined IF you have a choice--choose another place

black diamond plumbing and mechanical incCharged $to do nothing Told me I had a cracked heat exchanger and would be better to replace heater unit I had a second company come out who inspected heater and told me that it was fine and did not need to be replacedAll black diamond wants to do is sell cheap heaters

Great company to do business with.Very professional.Very courteous.Very respectful of your property.One of the few plumbing companies to offer free quotes.I had old pipes running from my sump pump under my bath tub and toilet that were beginning to leak.they fixed everything to my complete satisfaction.We later decided to replace our old toilet,which they also handled.I highle recommend this company.

Excellent Customer Service !!! Scott took care of my problem same day! Was nice working with a company that CARES about the customer service & is a genuine guy!! Thank Black Diamond!!!!!

Thank you for contacting us regarding the work performed at the [redacted] Residence.  This is certainly not how Black Diamond practices business and  apologizes for the perception that the customer has regarding service.  Black Diamond prides itself on the level of satisfaction that...

their customers experience and would like the opportunity to have an owner visit the [redacted] in person to rectify the situation and identify the additional needs in order to complete the job according to the customer’s satisfaction.  There is a history of additional work performed that appears to be up to the [redacted] standards, and Black Diamond would very much like to continue fostering that relationship.  An owner will be available as early as today to make that visit or speak to the homeowner via phone or email, whichever is more convenient for Mr. & Mrs. [redacted].  Black Diamond looks forward to the opportunity to work towards customer satisfaction.

We contacted Black Diamond Plumbing to provide plumbing services at our residence. The plumber representative once onsite, provided the separate lump sum fees for individual jobs including installation of sink hardware, and installation of two toilets. They stated that these jobs would cost about $ 1,250 total and lowered the price to $ 1,000 after our request. We were in a jam with schedule, as other work was being done around this plumbing effort. There was no time to look for another plumber. The total effort to provide these services only took about 4 hours total, no parts involved, just labor cost. We were extremely upset with these excessive fees and felt that we were taken advantage of. If we had known what they charge for such services, we would not have contacted them in the first place. We want to express our outrage for their excessive fees and how they structure their bidding process on jobs. It is a high pressure tactic which we do not appreciate. The representative also justified his excessive fees with my wife, comparing himself to a licensed doctor, and that we shouldn't question his fee structure. We would never consider their services again, and feel that we should have only been charged hourly, which was stated to be $ 125/hour. We would be okay with $ 500 total for these jobs, not $ 1,000 !!!

Initial Business Response /* (1000, 5, 2014/07/28) */
On November 2, 2013, Mr. [redacted] elected to enroll in our HVAC maintenance agreement. At that time he paid $199 and that covered his furnace cleaning, his a/c cleaning and the cleaning of his humidifier and changing of the filter. This is...

clearly spelled out on the front of the agreement. We performed the a/c cleaning on 7/11/14 per the agreement. Nothing was said to us at the time of the service about a replacement filter. Once Mr. [redacted] returned home from work he called the office and inquired. The office staff located the copy of the agreement and informed Mr. [redacted] that the filter was not included. Mr. [redacted] then proceeded to insist that he speak to the supervisor of that division. There were a couple attempts made by the supervisor to contact Mr. [redacted] that went unsuccessful. Then we received the Revdex.com complaint. We have since given Mr. [redacted] and $69 filter at no charge. Mr. [redacted] is satisfied with the resolution.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did provide the filter, but their answer is an outright lie on what was included in the service I purchased and their actions to resolve. A shame because till now I have always thought they provide good service.
Final Business Response /* (4000, 9, 2014/08/07) */
We are confused as to Mr. [redacted]'s continued displeasure with our company. As you can see from the attached, it is clearly marked (in highlight) what is included with the furnace cleaning that his wife signed. We even went above and beyond to deliver a $70 filter for free to Mr. [redacted] to hopefully satisfy him and retain his business. It is unfortunate that he feels this way as we value his business, but we are at a loss as to what we did wrong.