I called Dale Hutton Plumbing,Heating, and Air to have them come to my residence to fix my heat as well as a plumbing issue. I spoke *******, the receptionist. The plumber showed up and was on time. The service man that came to my house was extremely pleasant. He fixed both my heat and the plumbing issue quickly and kept my bill at a reasonable cost. Paid by check. Later that evening, as we used our one and only toilet in our house, it cracked where the bolt housing attaches to the floor. The crack quickly spread all the way up the back of the bowl and into the tank. As soon as it cracked, my bathroom was immediately flooded. I turned water off to the toilet. The next morning I called back to inform them that I thought the repairman had tightened the bolt to tight that is what caused the crack. ******* informed me that they would not be able to come back to my house until the Tuesday of the following week. I explained that it was my only bathroom and we could not go 5 days without a toilet. I asked her what we were supposed to do, one of her answers is that we would have to figure that out ourselves, or possibly use the bathtub and sanitize after each use. I told her that us unacceptable and I hung up the phone. I then called my bank and put a stop payment on my check. After calling the bank, I returned the call to inform them that I had put a stop payment on the check, she then got very hostile on the phone. I told her I would be most willing to write another check for the bill, after all repairs had been made. After a 30 min. wait, she phoned me back stating that they would be there late Friday afternoon around 3. No one never showed up. I called all emergency phone numbers listed. No answer. I called first thing Monday am, she informed me then that they (**** ******) that they decided on the previous Friday that they would not be coming to fix anything. I asked them why didn't they call to inform me on Friday. ******* simply said she didn't want to argue with me. I hung up.
As I had to call a second repairman to come out and fix the damages created by Dale Hutton Plumbing, I am out the cost of a new toilet. I am most willing to pay for the services rendered by Dale Hutton, however, I would like to be paid back in full for the cost of the 2nd repairman and the cost of the new toilet. I would really like a written formal apology from *******(receptionist)for her extremely rude behavior. Customer Service should always come first and foremost! No room for rudeness.
BBB OF AMARILLO
WE RECEIVED COPY OF THIS COMPLAINT ON THE 13th OF FEB. 2014.
ON JANUARY 29, 2014, WE RECEIVED A CALL FOR SERVICE ON A WALL HEATER, WHICH WAS REPAIRED AND FOR A TOILET WHICH WAS LEAKING OFF THE FRONT. OUR TECH PULLED THE TOILET, REPLACED THE WAX SEAL & THERE WAS NO LEAK, CRACK OR ANYTHING ELSE. CUSTOMER SIGNED OUR WORK TICKET THAT SHE WAS SATISFIED WITH THE WORK. (NO LEAKS, NO CRACKS) WE SPENT 1.5 HRS REPAIRING THE HEATER & MAYBE .5 HR REPLACING THE WAX SEAL. THE CUSTOMER GAVE HIM A CHECK FOR THE LABOR & MATERIALS ($37.85 FOR MATERIALS).
INITIALLY, A ********* **** CALLED. THEN IT WAS ********* *******, NEITHER OF WHICH OWN THE PROPERTY. FYI....WE TRY MAKE IT A HABIT TO CALL THE OWNER OF THE PROPERTY WHEN A RENTER CALLS BECAUSE THE OWNER USUALLY HAS THEIR OWN PEOPLE/COMPANY THEY USE ON RENTAL PROPERTY. AND, WE DON'T WANT TO GET INTO THE "I HAD IT FIXED & I AM TAKING THIS OFF MY RENT" SITUATION. THIS TIME WE DID NOT REALIZE IT WAS A RENTER CALLING.
I BELIEVE SHE CALLED BACK ON (FRIDAY) THE 31st IN THE AFTERNOON AND WAS TOLD WE COULD BE THERE THE NEXT MON. OR TUES. SHE TOLD ******* THE COMMODE WAS LEAKING OUT THE BACK & SHE THINKS WE BROKE IT.
NO ONE IN THIS OFFICE, I MEAN NO ONE, WOULD EVER TALK TO ANYONE, CUSTOMER OR NOT IN THE MANNER THIS PERSON INDICATED IN HER LETTER AND THE IDEA OF TELLING SOMEONE TO "USE THE BATHTUB AND SANITIZE AFTER EACH USE" IS UNTHINKABLE & REDICULOUS. WHO ON EARTH WOULD EVEN THINK OF SOMETHING LIKE THAT. I'M STILL SHAKING MY HEAD ON THAT ONE. IF ANYTHING, ******* MIGHT TELL HER TO PUT A TOWEL DOWN & TO TURN THE WATER OFF. BUT CERTAINLY NOT THIS. A LATER CALL FROM HER TOLD US SHE WAS GOING TO STOP PAYMENT ON THE CHECK SHE GAVE US.
******* SAID THIS WOMAN GOT ANGRY & RAISED HER VOICE TO HER. ******* TOLD HER IF WE COULD WORK HER IN THAT AFTERNOON, WE WOULD CALL HER. SINCE WE DID NOT CALL HER, WE OBVIOUSLY COULD NOT GET THERE.
I AM TOLD SHE CALLED THE AFTER HOURS NUMBER AND LEFT A HATEFUL, OBNOXIOUS MESSAGE ABOUT HOW STUPID OUR COMPANY IS FOR NOT ANSWERING & NOT HAVING MESSAGE ON ONE OF OUR PHONES.
THIS DOES NOT EXACTLY MAKE AN "ON CALL PERSON" JUMP TO THE RESCUE. I'M NOT SURE IF SHE LEFT HER NAME, ETC.
WE DID REPAIR THE HEATER, ALONG WITH THE WATER CLOSET. WHEN SHE STOPPED PAYMENT ON THE CHECK, SHE ULTIMATELY DID NOT PAY FOR ANY WORK PERFORMED & NOTHING FOR THE MATERIALS USED. I DOUBT SHE WILL BE RECEIVING ANY REIMBURSEMENT FROM US.
******* ******, Owner
HUTTON PLG HTG & AC, LLC
901 N. Georgia, Amarillo, TX 79106
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
My mother ******** **** (not ***** originally called, yes that is true. Yes, normally the Renter would go through the land lord in order to get the repairs done, however, due to my landlord being a teacher at AC (which is completely irrelevant) has always told me to take care of what we needed, pay for it, get a receipt for the work(which yes I signed off on, yes at the time was satisfied with the work, No it did not take the repair man 1.5 hours to light my heater, can not believe I was paying $258.00 for $38.00 in materials, rip off)I did not get a copy of the ticket, I only have my duplicated check as receipt. The day that I called back in to have them come back out to fix the toilet, once ******* advised that it would be Tuesday of the following week(due to them having an "emergency" call in Borger for some elderly people), I asked to speak to either **** or his wife, I was told neither were in the office at the time, so how do they know for sure, ******* did not speak to me about sanitizing the bathtub. And yes, I got pretty upset after hearing that, as I think anyone would. I advised *******, that no, there was not a crack in the toilet when I signed off on the ticket, however, on the first use of the "repaired" toilet, there was water all over my bathroom floor, coming from the back of the toilet where it was cracked. The cracked started at the bolt, where it appeared to be tightened to tight by the repair man.
I did advise *******, that I would be happy to rewrite the check for the balance of the bill once the toilet was replace and fixed. Yes, I did leave a rather nasty text message on an after hours phone, I believe it was the "heating" phone, as I called both numbers, one phone had a voice mail that was not set up, so no...I could not leave a voice mail, that is when I called the second after hours phone number, left a message, then a text message. My landlord was told about the original call into Hutton Plg htg & AC, was told when they would be there to fix the original problem, was also informed when the toilet broke, the second call, stop payment on the check, and the over all out come of this whole nightmare. I did not once lie to my landlord, she was kept in the loop at all times. My landlord informed me that ******* ****** had spoke with her. I have no problem what so ever paying for the service on my heater. There was no repair, the service man simply lit the heater and moved onto the toilet. he was not even here an 1.5 hours. There was no repair in my water closet at all...I don't even have a water closet, my water heater is in my basement. I asked several times to speak with the owners, but was told they were not in the office. Again, I want to say, that I told ******* on the phone, on the second phone call that I had no problem paying for the service once the toilet had been fixed. When you tell someone that they will be there later in the afternoon, I expect someone to either show or call. I cancelled my mother's (who is also elderly) doctor appointments in order to stay at home since I was told the repair man would be there that Friday around 3pm. No one ever called or showed up. A simple phone call would have been nice, no, it would not have been the answer I wanted, but at least I would have known. As far as ******* not being rude on the phone, maybe Hutton Plg Htg, & Ac should invest in recorders for their phone systems. I have been told by my landlord that a copy of the bill in the amount of $253.00 was mailed to her along with a copy sent to me, this one...was not the original cost of the bill, so why is it different,...and two...I can not believe they would mail a bill to her and expect it to be paid. Again, I would be happy to pay for the heating portion, but not the plumbing, as I have had to pay for a new toilet as well as a second service call.
Final Business Response
We mailed a copy of the invoice to the owner for her information only along with a note. (The original to Rowe.) It was not intended to make anyone out to be a liar. We, however, do not know this renter. We do know she has made statements about our Company and our employees that are incorrect. The conversation about the "bathtub" DID NOT happen. We already addressed the Friday afternoon business. Renter was advised she would get a call if & when the tech was on his way. As for us accepting another check, why would we? It's the old "slap me once, shame on you, slap me twice, shame on me".
There WAS a part replaced on the heater. He also replaced the wax seal on the water closet. (i.e. "water closet" = "commode, toilet, etc.) She was charged for these parts along with the service call. The tech asked the renter to take a look at the water closet so she could sign the ticket that all is good & after he read the "complaint", he indicated the existing water closet was way too small for a larger person. I don't know the politically correct way to say it.
As a matter of fact, we do have recorders on our phone system.
We did not send the invoice to the owner for payment, and although the renter keeps saying she will be happy to pay for the heating portion and is aware of the amount to send, we do not expect anything from this person and are closing our books on it. We are the same God fearing, honest, reputable, reliable company we have always been for the last 36 yrs and hopefully will have another 30+ yrs to serve our customers, old & new.