Pricing appears arbitrary, approaching price gouging for services rendered. Did not received qualified discount when asked; Courtesy response, than si
I had a service appointment completed on 07-08; the cost was just under five-hundred for removing a few feet of copper pipe and refitting and reconfiguring two connections from my hot water heater.
The scope of work included taking out the unused but still active lines to an adjacent wet bar sink, quite literally, on the other side of the wall from the utility closet where the hot water heater is located.
However, upon further inspection of the wet bar sink, the waste water drain was not removed and capped, which I was made to believe was part of the original estimate, part of the scope of work to be completed and ultimately what I had paid a premium for. I made it clear to the representative that we were going to remove the entire wet bar and would, therefore, no longer need the water or waste water connections.
I would like this to be addressed at no additional cost to me and in a timely manner.
Also, I asked for, but did not receive the $50 discount coupon for completing the social media campaign you have on your websites welcome page. He suggested I contact the office for further assistance.
Also, I had a few concerns about a hot water heater that was installed at my property, less than six months ago and asked the technician about adding a water catchment pan under the hot water heater and a drain approx six feet away to the outside rear of the house.
The last water heater at our property failed and leaked destroying the entire homes floor covering. I wanted to take every precaution allowed by the code. I asked the representative to provide a written estimate for this scope of work. It started verbally, approximately $1400 and the final estimate, which I have in writing, was just under $4,600, not including replacing the hot water heater or "upgrading" to a tank-less system.
Lastly, I inquired about changing to a tank less, domestic, water heater and was informed by the professional who completed the work, at my house, that it would cost $300 just for the consultation to see if it would be cost effective to install one at my property, to determine if the gas supply at the property was adequate enough for the new system. Ultimately, may cost north of $5,000. I understand that each scenario is different and how the mechanicals are configured in each house may differ significantly from house to house. But, is that price really the cost for a new tank-less hot water heater?
I've found that it, generally, behooves me to take my concerns and comments directly to the management. To give them the opportunity to address any issues I may have perceived with the service provided by their company, directly; allowing them to take action, if any, they deem appropriate on a case-by-case basis.
I received a courteous response email from a manager, saying he would review my comments and concerns with the technician and respond in a timely manner. He never responded after I followed up on multiple occasions.
Complete the scope of work I paid for. Get the discount I qualified for and requested.
Contact Name and Title: ****** ******* CS Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ********@bakerbrothersplumbing.com
First, let me address the concern with the work performed. I have attached the signed work order approving the work to be performed. As you can see, there is no mention of doing any work to the waste water drain on the wet bar sink. Everything that is addressed on the work order has to do with the fresh water supply. The work order was also signed off that the work was satisfactorily completed. Therefore, the only charges that were paid were for the work done to the water supply lines.
As for the water heater issue, in order to bring the water heater up to code the technician would have to remove paneling and sheetrock in several rooms, remove and have brick replaced, drill holes through wall, install nail guards, and run approximately 16' of copper line for the T&P and 16' of copper for the drain lines. He would also have to pull the water heater and put the pan in, reinstate water heater, replace gas valve and gas supply line to water heater, install flood stop on incoming cold water line, City Permit and Inspection, plus additional work. This is a very extensive job that needs to be done to have it properly brought up to code.
I did speak to the technician and he let the homeowner know that the price for a tankless estimate which includes sizing up the gas lines to make sure there is enough gas pressure to supply the tankless, would be between $75.00 - $90.00 dollars. I'm not sure where the $300.00 came from as our normal price is only $75.00.
Tankless water heaters start at $3495.00 and go up depending on the number of bathrooms, how long the run is between fixtures, and whether or not there is a gas upgrade required.
I did speak to the general manager and he said he sent you an email on 7/28/15, explaining the cause of the delay. We do normally try to get back to the homeowner within 24 hours with a reply.
We have submitted a refund request to our accounting department for the $50.00. You should be receiving a check in the mail soon.
After reviewing the work order and talking with the technician, we believe that the work was properly done according to what was approved. If you would like for the waste water drain to be removed and capped, that would be done at an additional cost.
The business indicated on at least three separate occasions, including one that is publicly viewable per this response that their intention was to provide a $50 rebate after 'getting,' with their accounting department.
They had not repudiated my claim for this credit, but have not, to date, made good on their, 'promise,' to send a check for this amount. I would like to know when, if ever, they plan to provide this credit?
Final Business Response
A check for $50.00 was mailed out on 8/31/15. Check number XXXXX went to his home address.