Go Green Plumbing, Heating and Air

In regards to the Revdex.com complaint ID of *** and
direct response to the customers statement:The customer contacted Go Green Plumbing, Heating and Air on
the date stated of 6/28/2020 because she did not have water to her home. Which
was a Sunday late afternoon. After the technician did extensive *FREE*
diagnostic work, came to the conclusion that there was an issue below the well
seal at the well. The notes on the estimates, and on the invoice that were
opened, read, and signed by the customer, clearly stated that the technician
would not be able to determine if the issue with the well pump was related to
the pump itself, or if the issue was due to the wiring to the pump, and either
way, the technician would have to pull the pump. He then gave her the options
for how she would like for him to proceed prior to pulling the pump (which is
not a free service). The technician presented the owner (Ms. ***)
with her options to move forward:Option 1 included:Standard After Hours Dispatch Fee (Just to get the
technician out on a weekend) – She agreed to on the phone when making the
appointmentProvide and install new submersible well pump (Which
included a new 1/2hp well pump, wire from the top of the well seal to the pump,
new well seal, new boiler drain, new wire guards, new pipe, fittings and well
vent cap)Constant pressure system (Which included a new pressure
switch, diaphragm tank, cycle stop valve, pressure relief valve, gauge and
drain)Well chlorination service (which included chlorinated the
well)Option 2 Included:Standard After Hours Dispatch Fee (Just to get the
technician out on a weekend) – She agreed to on the phone when making the
appointmentProvide and install new submersible well pump (Which
included a new 1/2hp well pump, wire from the top of the well seal to the pump,
new well seal, new boiler drain, new wire guards, new pipe, fittings and well
vent cap)New pressure switchWell chlorination service (which included chlorinated the
well)Option 3 Included:Standard After Hours Dispatch Fee (Just to get the
technician out on a weekend) – She agreed to on the phone when making the
appointmentProvide and install new submersible well pump (Which
included a new 1/2hp well pump, wire from the top of the well seal to the pump,
new well seal, new boiler drain, new wire guards, new pipe, fittings and well
vent cap)Well chlorination service (which included chlorinated the
well)Option 4 Included:Pulling the existing well pump to inspect and diagnose the
issue further prior to making any further decision.Well chlorination service (which included chlorinated the
well)*** was not only presented with all options by our
technician *** prior to any work being performed, but they were also sent
directly to her email, where our system tells us (time and date stamped) that
she opened all of the options on her device, viewed them, and then accepted
Option 1. If the customer had chosen Option 4, then the technician would have
diagnosed the pump after pulling it, to determine if the issue was related to
the pump itself, or if the issue was related to the wiring to the pump. This is
clearly stated in all of the notes, and the estimates that the customer opened,
read and signed. That evening, *** left Ms.’s residence to acquire the
required pump, materials, and additional help in pulling the well pump to
complete the work that Ms. approved and accepted based on all
documentation provided to her that she read and agreed to. GPS shows *** began
his journey to Ms.’s residence at approx. 5:04pm on Sunday 6/28/2020 the
work was completed on Monday 6/29/2020 at approx. 3:26am and the customer had
working water once complete.In regards to Ms.’s statement that *** knowingly
replaced a working well pump. Based on a statement taken from John, along with
all of his documentation, estimate summary and options provided, *** stated he
knew there was a problem with either the pump and / or the wiring which was
below the well seal, and would not know for sure until the pump was pulled,
therefore he was able to begin providing the above stated options, Ms. was
also verbally told just that according to John. Because Ms. did not choose Option 4, (diagnose the well
pump), and instead opted to spend her money on a new well pump, *** did not
take the time at midnight to pull the existing pump, check the wiring and
connections, reconnect the pump to the electrical service, and diagnose the
issue with the existing pump (That would have been option 4) and would have
added time to a project that was not selected, on an afterhours call, well into
the evening.Ms. contacted our office, and requested that we bring
the old well pump back to her, approx. 1 week later. We did as Ms. asked
and returned the old well pump back to her where she then had it tested by a 3rd party where she states it was working – This we cannot confirm. I would ask Ms.
*** that “if” we knowingly replaced a well pump that was working, why, one
week later would we return that well pump, therefore incriminating our
morality… Perhaps because, there were no morality issues, Ms. did NOT
select the option to diagnose her pump, and instead chose to replace the pump,
therefore the technician completed the work that was signed for on the
estimates that were provided to her.In regards to statues:*** was not certified to complete the work. Unfortunately
Go Green Plumbing, Heating and Air did have a lapse in certification,
unknowingly believed the certification was valid through November of 2020, but
was actually due for renewal, and new certification courses were scheduled and
completed on July 21st, 2020. We do acknowledge that the performed work, at the
time stated, was completed without proper renewal certification.Ms. was contacted once certifications were renewed in
order to verify the completed work was proper and functioning, however, Ms.
*** did not give Go Green Plumbing an opportunity to make said corrections and
instead contacted a 3rd party to cover said adjustments on her own,
prior to this.Go Green Plumbing has satisfied all State, Local and County
requirements in order to repair and replace well equipment and pumps at this
time, and is and has always strived to do things the correct way.Ms. also demanded that we were not to chlorinate the
well on the evening of the replacement because “She had laundry that wasn’t
finished and did not want the chlorine to ruin the clothing”, so at Ms.’s
request, we offered to chlorinate the well at a later date, she is now citing
something she was told the evening of the replacement. Our technicians have all
been reeducated on the matter of chlorination any time a well seal is broken,
it must be chlorinated at that time, no exceptions and no matter if the
customer wants it to be done at that time or not. Currently there are no violations with the NC Electrical
Board, as they did not find any wrong doing and Go Green Plumbing holds and has
held a current valid limited electrical license.We will not meet the demands of Ms. on a full
refund, for the following reasons:Ms. gave us a previous ultimatum, that if we did not
refund her money in full then she would be leaving us a bad review and / or
“talking to people” – We are not keen on being blackmailed for money earned on
work we performed and materials we have provided. Her demand was made on behalf
of the old pump working and that she “prayed” which brought her to the
conclusion that we are bad people and she is the ultimate judge of right and
wrong.Work performed was what Ms. requested, by selecting the
option to replace the well pump. - we do what customers ask us to do, not what
we feel like doing.Go Green was never given the opportunity to make the
required adjustments to the previously completed work, Ms. never informed
Go Green that she was not happy with the work, just that she wasn’t happy about
replacing a pump that was working, and currently Go Green has met all state,
local and county requirements to fully work on wells.Warranty of the equipment that was installed still stands,
as Go Green is certified and hold all required licenses.Proposed settlement:If Ms. can provide a copy of the invoice paid to a 3rd party, correcting any issues found with the installation of the well equipment
that Go Green performed, as well as a copy of a canceled dated check, or dated
credit card statement showing the total amount paid to that 3rd party, Go Green will reimburse Ms. for the corrections made. In the
future any work or warranty to be performed to the well equipment will need to
be completed through Go Green Plumbing to keep said written warranty.

We are very sorry that Ms. feels this was a negative experience. We strive to provide all of our customers with the option to choose what services they would like us to perform for them. We never want a customer to feel forced into any option. We require very detailed notes from all of our technicians on each service call, and we use software that allows our company to identify when the customer has been sent the options, when they choose the options, and allows them to sign for which option they would like. We completed the exact work that she requested. We hope that in review, she can see that we tried our best to maintain professional, and honest with her from the moment she first called in. All of her pricing and options were presented to her upfront, and she signed acknowledging that she was aware we could have pulled the pump and diagnosed what the issue was. She opted to go with a new pump, and that is what we did.

I am very sorry to hear about that confusion. We absolutely will come out and take a look at it. The county told us that you had a separate contractor out to repair a valve. We 100% stand by our warranty and will have someone call you today to get you on the schedule to have a certified technician onsite to perform this service, and to look over the job and make sure everything is up to safety and code standards. We are also willing in good faith, to credit your account with the banking/credit card information we have on file. We have gone through all of this information, all of the estimates, and the invoice. We do feel that on paper, and based on our software that tracks when estimates are opened and read, that you were given the information up front. We do not for any reason want anyone to think that we operate in an unfair or deceptive manner. We are sorry that this has turned into what it has. Based on the information, the call was on a Sunday, afterhours, and there is an afterhours charge for that. The credit is based on the following factors:

1. Afterhours service call--technician onsite from 5pm-3:30am

2. The issue with the system was either with the well pump, or with the electrical attached to the pump. Meaning that no matter what, the pump had to be pulled. Had you opted for the tech to run a diagnostic on the pump, he would have still had to pull the pump up, and had he done so, and determined it was the electrical, and wiring, there would have been a charge to rewire the pump, additional pricing for this option would have been given to you, if you had originally opted for the well diagnostic, which would have determined it to be an electrical/wiring problem, and the pump would again have to be dropped back down, taking virtually the same amount of time as replacing the pump itself. With every new well pump, all new electrical is run every time so the cost of the electrical work is in the option 1 that you had chosen.

3. If you agree, we will credit your account $1700. We cannot offer a full refund, as this was a service call, afterhours, and we do feel like we gave all pricing and options up front, and performed the work you asked for us to perform. We do understand that you do not feel like the information was given to you clearly enough, and we will reimburse for this. We did make sure that you did have running water before we left, this costed our company labor hours, and equipment and materials, that it would have cost no matter what the issue ended up being at the end of the diagnostic. Pulling a 200 ft deep well pump, is no easy feat, and requires more than one person, took 10.5 hours to perform, and was done in the middle of the night on a Sunday to make sure that you had water at the end of it. We hope you find this offer to be fair for both parties.

Our office will be in touch with you by the end of business today, to get you on the schedule for a certified technician to come out and inspect the equipment, and perform any needed repairs, and answer any questions you may have.

Thanks so much

Mr.,
I appreciate your feedback, and I am sorry that we did not meet your expectations. I went back through and listened to all the recorded calls, and read through all of the text messages. All of the technicians were on jobs, and the office reached out to you several times to let you know you were still on the schedule, but that we were still waiting for a technician to free up to send them your way. I see that John reached out to you at 6:30pm to head your way, for a regular dispatch fee, not an afterhours dispatch fee, and you told him not to come because it was too late. During this incredibly busy time, we do book up quickly and like most AC companies, we have to run calls right now well into the evening hours. No one ever promised 12, or
3pm, just that we would be sure to continue to touch base with you at those times. They told you to go about your day as normal, and as soon as a technician was available they would call at least 30-45 mins prior to arrival. When Our first tech became available he called and let you know that there would not be an afterhours charge, but you told him not to come. I understand your frustration, and again I apologize we couldn’t get there earlier in the day. We do our absolute best to get to each and everyone of our customers, and again during incredibly busy times such as these, calls do run late. I am sorry you feel we were dishonest, but we did keep you updated throughout the day, with phone calls and text messages, and we did our absolute best to get to you.