Complaints

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Jan 30, 2024 I called Plumb Pros because our bathroom sink would not drain. They sent out ***** to work on our sink. He snaked it with an electric snake. He told us that the clog was in the wall and he was not able to fix it. ***** told us that the pipes were not copper it was galvanized pipes. He charged us $220.46 after our ***** discount coupon. We had to call our building maintenance because he told us the problem was in the wall and he couldn't fix it. *rior to ***** leaving there was water leaking onto our floor, there was no water leaking prior to him using the electric snake. ***** told me there was nothing he could do. The head of Building Maintenance at Windsor Gardens, ******************* came and had to cut into our wall to see the problem. He determined that there was a newly created hole in the copper pipe elbow joint. This was not a building maintenance problem. I then called Plumb Pros back and explained the findings. They stated that they were not responsible and would give me a quote to repair it. I let them know that they were in fact responsible since there was no water leaking onto my floors prior to them coming. I spoke with someone who told me they were a manager who was very rude and said they were not responsible. They noted on the receipt that they mailed me that there was a clog in the * trap. However ***** said that there was not a clog in the * trap, the issue was in the wall. I then called ***************************** from Word of Mouth Plumbing and Heating who is a Master Plumber. He had to replace the elbow and a piece of pipe. He also commented on the newly formed hole in the copper pipe. I had to pay 6***** for this repair that was caused by ***** at Plumb Pros. I also still have to repair the hole in the wall. Plumb Pros did offer to refund our money but I did decline at the time because I feel they are responsible for the damage they caused. They told me if the refunded the money they were not responsible.

  

  Business response

  02/27/2024

  Please see the attachments for our response.

  Thank you.

   

   

  Customer response

  02/28/2024

   
  Complaint: 21343848
  
  I am rejecting this response because:  We are aware that the pipes in our building are older however deterioration of the pipes would not have caused a round hole pushing out the pipe the size of the electric snake.  A hand snake should have been used to prevent the hole.  Plumb Pros did not provide an estimate to repair it and they did not cut the hole in the wall,  our building maintenance did.  They offered to provide an estimate for repair a day later that we declined for them to provide due to our lack of faith in the service provided and the lack of professionalism we experienced.   We did decline the refund at that time because they told us if we accepted a refund they were not responsible for damages.  I would like my money refunded that I paid PlumbPros and for them to pay for damages they caused.  I understand that PlumbPros feels that they are not responsible but they caused a hole in the pipe that deterioration would not have caused.  They didn't offer to have a manger come out to assess the techs work.  The only response from PlumbPros is we are not responsible.  I would accept if they would refund my money and split the cost of the repair made by Word Of Mouth Plumbing.   At a minimum they should refund the money I paid to them.  
  
  Sincerely,
  
  *****************************

  

  Business response

  02/28/2024

  Please see attached response.

  Thank you.

  Customer response

  02/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I realize you will not take responsibility for any of the damages.   Please refund the money I paid to you.  How will it be refunded?  Will you mail a check?  When can I expect the refund?   
  
  Sincerely,
  
  *****************************

  

  Business response

  03/04/2024

  Thank you for allowing us the opportunity to resolve the situation and are pleased we were able to come to a mutual agreement.  We will mail a check to you in the amount of $220.46 today.

  Thank you again.
  

  ***********************/President

  Customer response

  03/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Their work from their team was professional, thank you. The business end is not integral. We needed quick service and pay methods were check or credit card, we could be invoiced after first service. Since the work was being done in 24 hours, we had to use credit card (our corporate office is in *******, there was not time to even overnight a check.) At no time were we told that there would be an additional fee added to our invoice to cover the fee that the credit card company charges them, for processing, and no amount listed in the bid. When seeking a copy of the paid invoice, I spoke to an office manager and I was told "just as you take money out of an ATM and there is a fee, you should expect a fee for paying with a CC." (In my business career, I have never!) I never was made aware of this extra fee, and this fee is not listed on the bid/invoice. the fee is $626.80, a very substantial amount. I expect them to remove the fee from the charge and in the future ensure that they list that fee on the bid/invoice so we know up front that there is a fee and what it is.

  

  Business response

  11/18/2022

  To whom it may concern:

  We are pleased to hear that the service experience was to their satisfaction and that the new equipment installed is working well. 
  In regards,  to the payment terms, the credit card company fee of 4% was discussed multiple times with the customer.  At the time the bid was given it was not yet decided by the customer as to the method of payment, so an exact amount was not given but the 4% fee was quoted.  Again,at the time the customer called to schedule the work, it was explained by the office that we are C.O.D.  Because we had not performed work for this company to establish a relationship which includes the courtesy of NET 10 billing.  Therefore,could not be billed but would need to pay by cash, check or credit card upon completion.   In addition, the exact amount to be charged to the customer for the fee charged by the credit card company was given to the customer over the phone at the time the credit card was charged. Please see attached signed invoice copy that shows the customer is aware of the credit card fee. 
  
  The credit card fee monies are not charged nor received by Plumb Pros.  However, in the interest of our customers satisfaction with the entire experience with Plumb Pros, we would like to extend the offer a refund of 50% of the credit card fee paid.  If the customer accepts our offer to remedy this situation, we respectfully ask that the customer please remove all of the other online negative reviews or adjust to include our efforts made to remedy the situation as it could be viewed as an attempt to unnecessarily and unfairly slander our company to negatively affect our business by hindering our ability to acquire new potential customers resulting in a loss of revenue.  We are hopeful that being a fellow business there would be an understanding that although every attempt is made to ensure a positive experience, we sometimes miss the high bar we set for ourselves.
  
  Please contact us for any further clarification regarding this matter. 

  
  Sincerely,
  

   

  
  ***********************
  President

  Customer response

  11/22/2022

   
  Complaint: 18400516
  
  I am rejecting this response because:
  
  

  The statement that they discussed a 4% fee with me is absolutely false.  No one from the office or the tech crew shared that with me.  On the bid, there is no amount listed or explanation of what the fee would be.  That is my point.  The emails we had back and forth to confirm this work never included words about a fee.  When I did call to call that into question the staff member was rude, condescending, and unprofessional.  I was told that since there is a fee at most atm's I should be used to extra fees.  I have used 3 other vendors in the last 90 days, and paid with a credit card.  None of them charged an extra fee.  This companies policy of not CLEARLY stating what the fee will be AND including it in the bid amount boarders fraud.  It is certainly not integral, professional, or usual.  

   

  Sincerely,
  
  Royal ****

   

  

  Business response

  12/06/2022

  To whom it may concern:
  We are pleased to hear that the service experience was to their satisfaction and that the new equipment installed is working well. 
  In regards,  to the payment terms, the credit card company fee of 4% was discussed multiple times with the customer.  At the time the bid was given it was not yet decided by the customer as to the method of payment, so an exact amount was not given but the 4% fee was quoted.  Again,at the time the customer called to schedule the work, it was explained by the office that we are C.O.D.  Because we had not performed work for this company to establish a relationship which includes the courtesy of NET 10 billing.  Therefore,could not be billed but would need to pay by cash, check or credit card upon completion.   In addition, the exact amount to be charged to the customer for the fee charged by the credit card company was given to the customer over the phone at the time the credit card was charged. Please see attached signed invoice copy that shows the customer is aware of the credit card fee. 
  
  The credit card fee monies are not charged nor received by Plumb Pros.  However, in the interest of our customers satisfaction with the entire experience with Plumb Pros, we would like to extend the offer a refund of 50% of the credit card fee paid.  We are hopeful that being a fellow business there would be an understanding that although every attempt is made to ensure a positive experience, we sometimes miss the high bar we set for ourselves.
  
  Please contact us for any further clarification regarding this matter. 
  Sincerely,
  
  ***********************
  President

• Initial Complaint

  10/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  8/3/2022 - water line issue causing water damage and contacted Plumb Pros **** They arrived and stated they can fix but will require water remediation first. Referred to Deep Water who then also came to initiate remediation. ******* with Plumb Pros presented 3 options stating have to pay upfront. The 3 options were generically hand written with a range of $4490-6953 on a form. Due to urgency and pressure by ****************/ Plumb Pros; I opted for $6953 which was to include "soup-to-nuts" so wouldn't have to worry about hiring multiple contractors. 8/4/22 - ******* replaced the kitchen sink hot & cold piping (2-3 hrs). 10/8/22 - ******* installed the Sink and Faucet (3 hrs). I asked for an itemized receipt now that the work was completed and he referred me to his admin staff. I called and spoke with ******* on 10/11/22 and requested an itemized invoice/receipt for tax purposes and my records and she said she would call back. 10/13/22 I had not heard back yet so I sent an email request and ******* responded by sending a generic form that states $0 paid. 10/14/22 - sent her another request reiterating I have nothing issued by Plumb Pros indicating the amount I paid and for what services. 10/14/22 went to Plumb Pros office and met ******* and restated my request. She introduced me to ****** who spent 10 min searching for paperwork but stated she could not find anything at the moment. She confirmed my correct email and stated she would send an itemized to me. 10/21 - sent another email response and left a voice message with no response. 10/24/22 - sent another email request and still no response. ******* requested I give a ****** review and initially gave a good one prior to completed job ******* learned!) I have since updated that review as of 10/24/22 to a 1 star and warning to other possible clients. We do have some quality concerns as well but we have not contacted them over this just yet as I'm trying to just receive an invoice first -Thank you for your time.

  

  Business response

  10/31/2022

  Tell us why here...
  We do sincerely apologize for any inconvenience.  Our records show (copies attached) that an additional copy of the invoice date 08/05/22, which has the amount paid, was emailed to the customer on 10/21/22. The customer also came to our office the same day to get a copy of the invoice dated 08/05/22 because she didnt want to wait for a printed mailed copy that we were also going to send. These copies were in addition,to the original sent on August 8, 2022. Unfortunately, the original invoices we send sometimes go into junk mail. 
  In researching this customer concern, it was determined that the confusion was in part due to the customer called in for service and was given invoices under the name of *********************************  not ***********************************.
  It has been explained to the customer at the time the work was performed and when additional copies were requested that all pricing is provided up front prior to any work being performed and approved by the customer.  We are flat rate company and do not itemize the charges.   Those copies where the charges and the work was approved prior to commencing had been provided and even submitted by the customer to the ********************.  However,we can provide a general breakdown that is accepted by insurance companies that we work with which varies by job to job but is basically 20% to 30% parts and materials and 70% to 80% for labor and other costs pertaining to the specific job or general operation. 
  Again, we do apologize for the inconvenience pertaining to the invoice copies but are glad to hear that all work performed has been completed to the customers satisfaction. 

  Customer response

  11/14/2022

  Thank you for allowing time to respond and apologize for not meeting the set deadline for *******************************

   

  There are discrepancies regarding the business's response. Business states they emailed a receipt on 10/21 which was the same day I came to the office because "I didn't want to wait". I will try not to take further offense? (love the finger pointing; Great Cust Svc skillset going there). 

   

  Pls see below screenshot of this business's response after multiple calls to their office-leaving messages with no response. Finally had to wait until the Tech/Plumber, *******, came back from his **** to finish this job to voice my concerns.  Finally I received the email below which is dated 10/11/22. The receipt attached to the email is a receipt reflecting $0 paid (see below). After those screenshots you'll see a further timeline dating from 10/13 up to 10/21showing my attempts to receive this info.  I arrived at the business's location on 10/24 during my lunch hour. I met both ******* and ****** who seemed disheveled and clearly unable to locate my requested receipt or any info regarding my account with them? I provided them a copy of the $0 paid itemized "receipt" I printed from my email she sent and handed it to her which clearly had my "invoice #" listed right at the top?  I waited as long as I could and watching them fumble around seemed useless so I kindly offered to allow them time to locate the itemized invoice/receipt and email over.  ****** had to take down my email (again) and said she would email it to me. I should mention, ******* nervously stated, "***** called you back this morning".  I stated to her that I did not have any incoming calls listed nor voice messages. 

   

  Luckily my phone recorded our entire interaction/conversation and happy to provide that as well. 

   

  This company seems to take advantage of those in a crisis situation, under duress; placing severe pressure  with the need to pay upfront first and foremost prior to any triage. They most certainly received their pay prior to an itemization of what work was being done and associated fees as I'm facing a no-win situation. 

   

  The Tech (*******) maybe spent 8 hrs of labor and reflected more concern of when he was arriving home to his newly moved in fiancee (on the phone with her while in my kitchen) then completing a $7k job. We had to tighten all his plumbing, left loose RO water spout through the sink, pea trap 1/2 hr after he left started leaking because he did not run hot water through. His modified sink brackets did not/are not holding and still needs to be addressed AND overfilled the caulk line (I still have caulk coming out of the sides of the sink!)   Pictures available 

   

  Prior to the Tech (*******) taking off for 3 weeks in between my $7k job; he left his waterline pipes sticking 2 ft from the flooring causing more labor on our end when installing the sink cabinet. ***, he actually had the arrogance, upon his return to "finish" the job, stating.."well, I won't charge you for having to put back my pipes."  Wow! Not sure if that was pure ignorance or arrogance? Cabinet needs to be installed prior to sink.  

   

  I did not receive any communication or phone calls during the 2.5 month wait for completion explaining next steps. This was also of great concern and felt like a real fraudulent moment.  I was able to get a hold of ***** at one time to try and understand for the $7k I had to prepay - when do I get to view my sink options? faucet options? like are there preferred vendors I should look at? I was so confused.  This ***** states "******* will take care of you and meet with you to go over that".   That opportunity didn't come until ********************* us with his presence to "finish" the job. When I asked him so how do I select a sink? He literally seemed dumbfounded? I was so over it by then and just wanted a working kitchen (going on 2.5 months) I told him I'm simple and just need this done and asked his opinion for a lack of better words and very uncomfortable that he had nothing to present? He showed me a pic of a farm sink model at Depot he pulled up on his phone and I said "great". He needed to "reschedule" finishing the sink from that set 2 month long appt to the following Monday because we then had to have the countertop cut for the sink. 

   

  No sink or faucet options. No process in place. Clearly ******* was shooting from the hip and we were so desperate to have a running sink; it was just please show up with a sink and faucet and finish!

   

  The sink is $500 FMV and Faucet $150. Supposedly I have 2 yr "warranty" and do need to resolve the loose fittings, brackets and my sink drowning in caulk. 

   

  My Fiance is a professional in both commercial and residential construction for over 30 yrs and states he's never come across this type of global billing? Leaves us both feeling like there's something very shady about this.  We need this business to "stand by their word and warranty" and schedule to come out to fix the loose fitting RO, brackets and address the caulk issue. 

   

  Have also alerted this business that **** is in the process of being notified with first level grievance. 

   

  I have nothing from this establishment reflecting the value of goods/services equating to $7,000 spent. Services/Product provided are not meeting standards and needs addressed as per their warranty. I do have phone logs, emails, a $0 bogus invoice and a full recording of my conversation with office staff for further investigational purposes.  

   

  Thank you and apologies for this less then put together response but due to the time frame I wanted to get this back as soon as possible. 

  

  Business response

  11/21/2022

  Tell us why here...

  To whom it may concern:
  First, we would like to be clear that the customer has not yet called our office to notify us of any problem with any of our work performed.  This is the first we have heard of any loose fittings, loose brackets or cleanup of caulking.  There would not be any charge for this work as it would be covered by our warranty. 
  Second, as it was previously explained, the discrepancy on different names used (Whatton and Gravasis) did cause confusion on how the invoices were saved in our system.  All invoice copies have been provided to the customer on multiple occasions in multiple forms including email, US postal service mail and printed copies.   Also, the zero-dollar amount was on an invoice for a return visit because nothing was collected at that time.   The only invoice that will have the total amount of the job is the original invoice that that amount was paid. 
  Third, we do not have Global pricing but instead have Flat Rate pricing which is a common practice by many or even most service companies.  Flat Rate pricing is when a customer is given the price up front, the customer approves the price and then the work is performed.  No more blank check situations of the past based on how long it takes individual plumbers to complete tasks.    
  Fourth, we are C.O.D., therefore money is not requested nor received before the work is completed. However, as an industry standard, a 50%down payment is required on any large job (jobs exceeding $5,000.00) but in this case, the customer only paid $2,000.00 in the form of a credit card, which is less than a 30% down payment of  the $6,953.00.  The balance was paid by financing which the customer didnt complete until August 23, 2022. See attached.
  Fifth, a mini remodel which included but not limited to re-piping,new sink, new faucet and a countertop (by another company) is not considered a crisis situation as the customer indicated.  We do not charge overtime rates.  Our only regular fluctuation in pricing is we do not typically waive our service call fee for weekend appointments but the rates for work performed remains the same. 
  Sixth, our technician did a great job according to our notes from the follow up calls we made to the customer.   While our technician was out on a 2 week, not a 3 week, vacation as stated by the customer. The office staff remained in constant contact with the customer and a gentleman by the name of *************  If the matter had become an emergency, we would have had another technician assigned to handle the situation.  Otherwise, it is preferable to have the same technician out at the jobsite as it saves the customer the time and hassle of having to explain each time.  However, the delay was partly due to waiting on the countertop to be installed and the homeowner choosing a kitchen faucet.  The customer never expressed any frustration or dissatisfaction with any of the work, the process nor office communications.  It wasnt until she stated much later in October that she hadnt received invoice copies that she expressed any form of frustration.   We immediately made every effort to provide these copies in multiple forms.  Making recordings of our phone conversation from the very beginning seems odd.   We just dont have this magnitude of a problem with invoice copies with any of our other customers. 
  Lastly, as we are unsure as to what it is that the customer is asking for as a resolution other than the minor adjustments to the loose fittings,loose brackets and cleanup of caulking that we just became aware in this response to the original complaint.  The customer has received multiple copies of all invoices.  In addition, we explained at the time we gave the estimate for work to be performed and again multiple times since that we have Flat Rate pricing,and the price was approved up front. 
  In conclusion, at Plumb Pros we make every effort to ensure that each and every customer is satisfied with not only the work that was completed but that they had as enjoyable experience as possible.  However, we do recognize that sometimes there are personality conflicts or differences of opinions that cannot be resolved.  At this time, due to the personal insults to our staff that are unacceptable and further interaction with this customer would seem to be at our peril of yet another complaint since the customer has gone to great lengths of reporting us on various online ratings sites and even to ****,the regulatory agency for professions, for seemingly minor issues most of which had already been resolved, it now appears to be in our best interest as a company to settle this matter. 
  If the customer would find it acceptable, we would like to extend an offer of a refund of 10% equaling $695.30 that would void any remaining warranty.  This would allow the customer to select another company of their choosing to perform the work for the minor issues remaining.  If the customer refuses the offer, please let them know to contact our office to schedule the appointment.  We would certainly honor our warranties and I would personally supervise the work performed. 
  Thank you for your time and consideration regarding this matter.
  Sincerely,
  
  ***********************
  President/Master Plumber
  
  

  Customer response

  12/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find  voiding the 2 yr warranty; refunding $695.30 (10%) is satisfactory to me. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The plumber came to my house, replaced toilet and old toilet was stopped up clean draining, but less than 30 days same issue. They refuse to come out unless we pay again. But we where told by tech the work was warranty. It was not, will never use them again

  

  Business response

  09/12/2022

  
  We were originally called out on August 1, 2022 to the customers house for a leak from the upstairs toilet.  We found that the leak was due to a blocked drain.  The drain blockage was due to debris of tile grout, concrete build up and a part of toilet auger from someone elses attempt to clear the drain. We cleared the drain and explained to the customer that we could install an extra thick wax ring in an attempt to create a tighter seal since the ****** is too low and doesnt create a proper seal to allow for proper drainage.  If the repair fails, then it would be necessary to replace the ****** to make it a proper height so the toilet would fit properly.    We tested for leaks several times, no leaks and the toilet was in working order.  No warranty was given on the client supplied toilet nor the drain cleaning due to the possibility of a ****** repair being necessary. Customer indicated they understand the work that was performed and the possibility of it failing and what would be necessary to correct the situation.     
  Customer later called and said toilet is not draining again. However, the original call was for a leaking toilet.  The customer wanted us to guarantee that it was under warranty and that there would not be any charge before they would even allow us to go out to the property. We couldnt do that do to the information on the signed invoice. We offered to go out to the property to properly access the situation at no charge but could not guarantee it would not require additional work. They refused.  
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5 Years ago my A/C unit broke so we called Plumb Pros to come out and assess/fix the problem. They told me I needed a new A/C unit so they priced out a few and I'm sure I chose one of the cheaper options. I made sure to ask if the new unit was compatible with the new one. They assured me it did. They installed a brand new unit and it worked well for about 3 years. Last summer the line from the A/C unit to the house starting freezing up if we put the thermostat below 68 degrees. The house would never drop below 75 until late at night. We didn't have a lot of money at the time so we just suffered through the summer. Once it started getting hot this summer we were having the same issue so I called them out again to look at things (this was about 4-6 weeks ago). They gave me several options, but told me I needed a new A/C unit, a new furnace and a new coil which could cost in excess of $20,000. They did give me some cheaper options to clean the coil for like $4000, but that just seemed like a temporary fix. Since the A/C was only 5 years old we opted to install a new furnace, but their pricing was too high so I called another company to come out and install the new furnace (it was like 17 years old). They did a great job. They also told me that whoever installed my A/C unit gave me a unit that isn't compatible with my furnace. The coils don't match up and apparently that can shorten the life of both the A/C unit and the furnace significantly along with making my bills much higher. So....I called Plumb Pros again to let them know they installed an incompatible unit and they sent a tech out to speak with me. He agreed that it was a bad idea they installed it and was mystified why they didn't alert me to that upon the original install. The supervisor came out 20 minutes later and told me they won't do any work for free. I gave them the option of me covering half the cost of the coil if they covered the other half and installation and he laughed at me. I want a new coil.

  

  Business response

  07/22/2022

  To whom it may concern:
  Regarding the customers complaint about their air conditioning unit, their options were  thoroughly explained at the time we made the initial replacement.  We did explain and note on the original invoice that a new furnace was necessary even at that time.  We did give options to replace both the air conditioner and the furnace.   The customer opted to go with the lesser expensive option of replacing only the air conditioner and selected the air conditioning equipment that would soon be phasing out due to upcoming changing regulations.  The customer has acknowledged to us directly and in their BBB statement, that they chose this option based on price.  The equipment was compatible with the current furnace and worked properly for 5 years as far as we were made aware.  The original unit was given a 5 year warranty and we could have been contacted at any time to perform maintenance or to check the equipment.  We were contacted once shortly after install and did make a repair at no cost so it should have been evident to the customer that we honored our warranties.   It was determined and explained to the customer that the air conditioner installed was done correctly but that the older model of equipment would not be compatible with a newer model furnace.  The technician gave the customer options to install a new air conditoner.  The customer gave the approval to install new equipment then called to cancel after the new equipment was already picked up. We returned the equipment to the supplier and were charged a restocking fee.  The customer was aware they were to pay for the diagnostic service of $263.00 and never paid.   The customer called once again.  This time, I went out to the property with the technician to evaluate the situation and it was apparent that new equipment was necessary.   I explained that the lesser cost option did work for up to 5 years and had a 5 year warranty.  By stating that it was time for new equipment, did not mean in any way that the original equipment was incorrect.  In fact, it did buy him time with his older furnace equipment that was already in need of replacement which is what we told the customer it would do, what it did do and what the customer knowingly elected to have done.   The customer has since had another company replace the furnace. 
  After reviewing the customers statement and evaluating the situation,I am confident that these circumstances do not warrant a refund of any amount nor any additional work under an expired warranty.  I am willing to offer a discount on the installation of new equipment of 10% totaling $400.00 this is in addition to the unpaid diagnostic fee of $263.00 and a restocking fee we incurred.  This offer is in the interest of resolving the matter for our customer with whom we do appreciate and value their business.

  Customer response

  07/22/2022

   
  Complaint: 17590247
  
  I am rejecting this response because:

  This issue has now become two fold. First, and most importantly, they are lying. I was NEVER told of the risks of installing an A/C unit with a mismatched coil to the furnace and as you can see it's not listed anywhere in the paper work that I was told this. Wouldn't this be an important thing to note? If you new the A/C may only last 4-5 years, when most should last *****, wouldn't you note that all over the paperwork? I know I would. That's because this was never brought to my attention. Again, they installed a brand new A/C unit and the coil is incompatible with the coil in the basement and again, that can cause a number of issues. Now I see that the unit was still under warranty the last time they came out and no one ever brought that to my attention. They were ready to charge me $20,000. Look at the dates from the original install to when I called them to come back out. The window is less than 5 years. I had no idea. They are the experts and at the time I new nothing about HVAC or coils and trusted them to do the right work and they did not. I believe the only way for them to resolve this issue is to give me a new A/C unit or a new coil to match the current A/C unit. I won't stand for anything less. The second issue is they NEVER told me about any diagnostic fee when they came out most recently. I know this because I called half a dozen places to come out and give me a quote and I only asked the companies that didn't charge a diagnostic fee to come out. They may charge them, but no one ever told me about it. Also, the guy was here like 10 minutes, so they want to charge me $263 for ten minutes of work? My dad is an eye surgeon and he doesn't make that much money an hour. Crazy. They wanted the diagnostic fee because I refused their super expensive service. I had a long conversation with their manager ***** and he agreed to waive this fee so I'm not even sure why this is being brought up. That is water under the bridge. Please look through the paper work again and you will see there is no mention of installing an A/C unit that has a coil that's incompatible with the coil inside the house. No mention. I'm actually very surprised they even offered to do a service like this where not only does it affect the life of my new A/C unit, but also the cost of my bills. I spoke with two other companies that were quite surprised by this as well. I can't even imagine how much less I would have paid in electric bills had they installed the proper unit. I'm willing to let that piece go if they correct the A/C or coil. If not, I will be asking for this amount in court. This is the only resolution I will accept and if they don't agree I will be taking them to court. I have strong evidence in my favor and they have none in theirs. All their evidence supports my claim. Finally, I offered them multiple occasions to "correct their wrong" and they never chose to take that opportunity. 
  
  Sincerely,
  
  *********************

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