12/9/14 charged $79 diagnostics on unit that we did not install...
Technician: Donny H. Technicians report Estimate given for $895.97 to: · adding filter to cold water supply line · Switch back flow preventer around so it is correctly installed · Switch pressure reducing valve around so it is properly installed · Add blow off tubes to pressure relief valve 1/21/15 Performed work quoted above from 12/9/14 Technician: Donny H. Technicians report · Performed work quoted from 12/9 · took 2” PVC pipe out of old B-vent and capped off chimney · Ran 2 3” pipes through attic and out of the roof (1 exhaust cpvc 80 gauge, 1 intake 40 gauge pvc) Additional work was done for no additional charge beyond original estimate 2/20/15 Service call Charges $99 Technician: Donny H. Technicians report · Found loose wires to the pumps and made correction 2/23/15 Service call $160 refunded $80 back to the customer. Total charge $80 Technician: Donny H. Technician report · Installed warrantied pump from manufacturer. The part is warrantied but the labor is not because Mr. Plumber did not install the original unit. Still gave a credit of $80 even though the full charge applied. Gave an estimate of $3200 to correct pipe work that was installed wrong by original company. 3/10/15 performed work from estimate on 2/23/15 $3200 Technician: Donny H. Technician report · Re-installed Navian Combi, new 1’ main loop in copper · New vent · All new copper lines for hot and cold domestic heat · All redone. Tied in and supported properly Tech Notes: “Checked operation everything working well” 7/1/15 Service call No charge Technician James M. Technician report · Evaluated for leak on flue pipe out of roof. No leak present added coat of tar to be sure 10/13/15 MVP Maintenance call No charge Technician Donny H. Technician report · Cleaned and descaled navian combi unit · Replaced filter working good 11/10/15 Service call No charge Technician Donny H. Technician report · Repaired leak at spiralvent · Cut in 1” coupling filled and tested system working good 12/4/15 service call unit is noisy Technician Donny H. Technician report · Called Navien for direction said to replace 3 way valve 12/14/15 Service call No charge Technician Donny H. Technician report · Replaced 3 way valve under Manufacturer warranty. Did not charge for Labor. System working Great. 3/28/16 service call $125 Technician report · Replaced water pressure switch · Tested working great 1/18/17 Service call $149 Technician James M. Technician report · Checked unit after customer came back from vacation and house was 41 degrees and reset it. Told customer if this happens again don’t reset it and call us and we will call Navien on the spot to diagnose. 1 month warranty given on offer to come out free of charge. The Navien unit that Mr. Plumber was attempting to troubleshoot was installed improperly by another company. When that company would not make the corrections, the customer called Franks to help. On the initial call it was recommended that the customer purchase a new unit and have it installed the proper way. Due to the incorrect installation, the task of fixing the unit would be difficult. It was also unknown how much damage occurred as a result of the improper installation. The customer was informed that because Mr. Plumber did not install the unit we could not warranty work performed on it. The customer elected to keep this unit and troubleshoot as things came up. Mr. Plumber serviced the unit over a 2 year and 2 month period of time making a number of corrections from 12/9/14 through 1/18/17. Mr. Plumber also installed manufacturer warrantied parts for free even though the unit was not purchased or installed through the company. Typically a labor charge could apply in a scenario that manufacturer warrantied parts would need to be installed depending on the warranty. We have made 12 service calls over a 2 year and 2 month period of time, and half of them have been for no charge. The same technician (Donny H.) serviced the customer on all occasions except 2, and this is first time we have been made aware of rude treatment. We can assure you that a Franks employees must have the highest regard for customer service in order to be a part of our organization. Our Employees are regularly recognized by our customers for top notch service. All services that were rendered by Mr. Plumber were necessary corrections to the unit due to the original improper installation by the original company. The customer was not charged for work that was unnecessary or unwarranted. Mr. Plumber feels that due to the circumstances of the original incorrect installation, the unit was compromised to the point that allowed for issues to continue to occur. Franks Mr. Plumber has made every effort possible to help the customer and minimize cost. The work that has been performed on the unit was necessary in an attempt and get the unit running properly for the customer. Franks Mr. Plumber takes our reputation for customer services very seriously and feel we have gone above and beyond under the circumstances.
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.
Mr. Plumbers response to this is full of quite a few lies and mis=representations. Pat who is in the plumbing department was well aware of the bad treatment we received from Donny [redacted] She told me that he no longer worked for them. He broke two units the week he broke ours that I know about. This company was claiming certification on these Navien units when they were not capable or willing to fix them They were only interested in charging the big bucks to try to fix them. Donny was here only half a day and he mostly used the parts I already had to re-install the unit for a charge go $3200.oo Tom a manager was also At my house and he knew something was not right and he went back tothe business and then Frank the owner called us late at night and told us we needed a new unit! Well I still have the unit and it runs like a Top after [redacted] heating adjusted the fluid levels something Mr Plumber should have done Even if I got a new unit it still would not work because Mr Plumber put wrong fluids in!!! Jim did say he would check the code out and we had an appointment for the next day but Pat called and said they no longer fix these units and referred me to a company that does not do this work I found [redacted] thru a list the manufacturer gave me! I feel truly ripped off by this company They left us on the side to the road with no consideration for our well Being!
Regards, [redacted]
Our response is based upon 2 years and two months’ worth of appointments and notes from the technicians that serviced the product. The unit was not broken by the technician. The issues with the unit were caused by improper installation by the original company that attempted to install it. The customer was always given an estimate and no work was performed without customer approval. The unit has shown a long history of different issues over the 2 years it was serviced. As outlined in the appointment history after service, the unit would work fine for a period of time, and then a new different issue would arise. This is why The owner himself, as stated by the customer, took the time to phone and recommend a new unit be installed. Frank knew that we could not guarantee a fix for the existing compromised unit. The customer made the choice to attempt to correct the unit. The unit had adjustments made over the two year period with both new and salvageable parts in order to keep the cost down. As you can see based on another contractors invoice, working on these units is not inexpensive. We feel our pricing is in line with the rest of the industry and stand by our work. The customer was charged only for work that was performed and Franks Mr. Plumber was as cost conscious as possible under the circumstances. Franks Mr. Plumber feels we went above and beyond to help resolve this customers issues that were caused by another company. We have a great reputation for helping customers in very difficult situations. We are constantly striving to be better an evaluating how we serve our customers. We acknowledge that situations come up over the 30 years we have been in business at Franks. We feel in this circumstance we did our best to help this customer with a difficult situation.
I am going to send the bill from [redacted] Heating to your office in Amherst For $1347.41 that I had to pay additional to have my heater flushed and fixed in order to run right after Mr Plumber got done servicing it! [redacted]
12/9/14 charged $79 diagnostics on unit that we did not install...
Technician: Donny H. Technicians report Estimate given for $895.97 to: · adding filter to cold water supply line · Switch back flow preventer around so it is correctly installed · Switch pressure reducing valve around so it is properly installed · Add blow off tubes to pressure relief valve 1/21/15 Performed work quoted above from 12/9/14 Technician: Donny H. Technicians report · Performed work quoted from 12/9 · took 2” PVC pipe out of old B-vent and capped off chimney · Ran 2 3” pipes through attic and out of the roof (1 exhaust cpvc 80 gauge, 1 intake 40 gauge pvc) Additional work was done for no additional charge beyond original estimate 2/20/15 Service call Charges $99 Technician: Donny H. Technicians report · Found loose wires to the pumps and made correction 2/23/15 Service call $160 refunded $80 back to the customer. Total charge $80 Technician: Donny H. Technician report · Installed warrantied pump from manufacturer. The part is warrantied but the labor is not because Mr. Plumber did not install the original unit. Still gave a credit of $80 even though the full charge applied. Gave an estimate of $3200 to correct pipe work that was installed wrong by original company. 3/10/15 performed work from estimate on 2/23/15 $3200 Technician: Donny H. Technician report · Re-installed Navian Combi, new 1’ main loop in copper · New vent · All new copper lines for hot and cold domestic heat · All redone. Tied in and supported properly Tech Notes: “Checked operation everything working well” 7/1/15 Service call No charge Technician James M. Technician report · Evaluated for leak on flue pipe out of roof. No leak present added coat of tar to be sure 10/13/15 MVP Maintenance call No charge Technician Donny H. Technician report · Cleaned and descaled navian combi unit · Replaced filter working good 11/10/15 Service call No charge Technician Donny H. Technician report · Repaired leak at spiralvent · Cut in 1” coupling filled and tested system working good 12/4/15 service call unit is noisy Technician Donny H. Technician report · Called Navien for direction said to replace 3 way valve 12/14/15 Service call No charge Technician Donny H. Technician report · Replaced 3 way valve under Manufacturer warranty. Did not charge for Labor. System working Great. 3/28/16 service call $125 Technician report · Replaced water pressure switch · Tested working great 1/18/17 Service call $149 Technician James M. Technician report · Checked unit after customer came back from vacation and house was 41 degrees and reset it. Told customer if this happens again don’t reset it and call us and we will call Navien on the spot to diagnose. 1 month warranty given on offer to come out free of charge. The Navien unit that Mr. Plumber was attempting to troubleshoot was installed improperly by another company. When that company would not make the corrections, the customer called Franks to help. On the initial call it was recommended that the customer purchase a new unit and have it installed the proper way. Due to the incorrect installation, the task of fixing the unit would be difficult. It was also unknown how much damage occurred as a result of the improper installation. The customer was informed that because Mr. Plumber did not install the unit we could not warranty work performed on it. The customer elected to keep this unit and troubleshoot as things came up. Mr. Plumber serviced the unit over a 2 year and 2 month period of time making a number of corrections from 12/9/14 through 1/18/17. Mr. Plumber also installed manufacturer warrantied parts for free even though the unit was not purchased or installed through the company. Typically a labor charge could apply in a scenario that manufacturer warrantied parts would need to be installed depending on the warranty. We have made 12 service calls over a 2 year and 2 month period of time, and half of them have been for no charge. The same technician (Donny H.) serviced the customer on all occasions except 2, and this is first time we have been made aware of rude treatment. We can assure you that a Franks employees must have the highest regard for customer service in order to be a part of our organization. Our Employees are regularly recognized by our customers for top notch service. All services that were rendered by Mr. Plumber were necessary corrections to the unit due to the original improper installation by the original company. The customer was not charged for work that was unnecessary or unwarranted. Mr. Plumber feels that due to the circumstances of the original incorrect installation, the unit was compromised to the point that allowed for issues to continue to occur. Franks Mr. Plumber has made every effort possible to help the customer and minimize cost. The work that has been performed on the unit was necessary in an attempt and get the unit running properly for the customer. Franks Mr. Plumber takes our reputation for customer services very seriously and feel we have gone above and beyond under the circumstances.
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.
Mr. Plumbers response to this is full of quite a few lies and mis=representations. Pat who is in the plumbing department was well aware of the bad treatment we received from Donny [redacted] She told me that he no longer worked for them. He broke two units the week he broke ours that I know about. This company was claiming certification on these Navien units when they were not capable or willing to fix them They were only interested in charging the big bucks to try to fix them. Donny was here only half a day and he mostly used the parts I already had to re-install the unit for a charge go $3200.oo Tom a manager was also At my house and he knew something was not right and he went back tothe business and then Frank the owner called us late at night and told us we needed a new unit! Well I still have the unit and it runs like a Top after [redacted] heating adjusted the fluid levels something Mr Plumber should have done Even if I got a new unit it still would not work because Mr Plumber put wrong fluids in!!! Jim did say he would check the code out and we had an appointment for the next day but Pat called and said they no longer fix these units and referred me to a company that does not do this work I found [redacted] thru a list the manufacturer gave me! I feel truly ripped off by this company They left us on the side to the road with no consideration for our well Being!
Regards, [redacted]
Our response is based upon 2 years and two months’ worth of appointments and notes from the technicians that serviced the product. The unit was not broken by the technician. The issues with the unit were caused by improper installation by the original company that attempted to install it. The customer was always given an estimate and no work was performed without customer approval. The unit has shown a long history of different issues over the 2 years it was serviced. As outlined in the appointment history after service, the unit would work fine for a period of time, and then a new different issue would arise. This is why The owner himself, as stated by the customer, took the time to phone and recommend a new unit be installed. Frank knew that we could not guarantee a fix for the existing compromised unit. The customer made the choice to attempt to correct the unit. The unit had adjustments made over the two year period with both new and salvageable parts in order to keep the cost down. As you can see based on another contractors invoice, working on these units is not inexpensive. We feel our pricing is in line with the rest of the industry and stand by our work. The customer was charged only for work that was performed and Franks Mr. Plumber was as cost conscious as possible under the circumstances. Franks Mr. Plumber feels we went above and beyond to help resolve this customers issues that were caused by another company. We have a great reputation for helping customers in very difficult situations. We are constantly striving to be better an evaluating how we serve our customers. We acknowledge that situations come up over the 30 years we have been in business at Franks. We feel in this circumstance we did our best to help this customer with a difficult situation.
I am going to send the bill from [redacted] Heating to your office in Amherst For $1347.41 that I had to pay additional to have my heater flushed and fixed in order to run right after Mr Plumber got done servicing it! [redacted]