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Vaughns Plumbing & Heating Co.

Phone: (307) 362-7550 Fax: (307) 362-8721 View Additional Phone Numbers 1130 Signal Dr, Rock Springs, WY 82901 http://www.vphwyo.com

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Description

This is a plumbing and heating contractor.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Vaughns Plumbing & Heating Co. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Vaughns Plumbing & Heating Co. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Vaughns Plumbing & Heating Co.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: July 21, 2006 Business started: 01/04/1963 Business started locally: 01/04/1963 Business incorporated: 01/04/1974 in WY
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

City of Rock Springs
212 D St, Rock Springs WY 82901
www.rswy.net
Phone Number: (307) 352-1500

Type of Entity

Corporation

Business Management
Mr. Kayle Cross, Vice President Mr. Kevin Cross, President
Contact Information
Principal: Mr. Kayle Cross, Vice President
Business Category

Plumbers Plumbers - Commercial Heating Air Conditioning Suppliers Air conditioning & Heating Contractors - Residential Air conditioning & Heating Contractors - Commercial Air Conditioning Repair Companies Air Conditioning Part Suppliers Heating Equipment Suppliers Air Conditioning Companies Heating Contractors

Service Area
Rock Springs and surrounding area

Additional Locations

  • 1130 Signal Dr

    Rock Springs, WY 82901 (307) 362-7550 (800) 584-9380

  • 1
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BBB Complaint Process

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Additional Phone Numbers

  • (800) 584-9380(Phone)
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Complaint Detail(s)

5/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This Complaint has several issues but only one was listed above so I added them below..... Contract Issues Work performed was outside the terms of the contract or agreement Billing or Collection Issues The company has failed to provide itemized billing Billing or Collection Issues The company has failed to provide an explanation of charges Customer Service Issues The failure to respond to phone calls or written requests for assistance or support. Complaint: I called these people because of their known ability to work on boilers. I live in ** and have a rental in **** *******. I wanted them to go over and diagnose a problem with my boiler and give me an estimate to fix it. What they did instead was show up on scheduled day and tell my friend, who was letting them in, that they wont do any work on it because of code violations. From my understanding, the only thing Vahn's said was that it would cost way too much for them to get it up to code. Luckily, my buddy asked enough questions to learn what the issues were so my disabled buddy can get it to code. Of course, based on the comment that it would cost a lot for them to get it to code, I guess I was happy with that part. I only question why it would cost so much to fix? Of course this was in the middle of winter and two of my tenants were without heat. Being that I live in ** now, and from what I knew about boiler repairman in **** ******* from two years ago, they kinda had me over a barrel. Now that I think about it, I do wonder how they became building inspectors too. The system has been running like that for many years without any issues. I agree, I should have had it more to code than I did and yes, I am happy it is now. Anyway, this is the first issue, it seems they cared nothing about getting the heat on. I had to make another appointment a day or two later for them to diagnose and fix it. Second part of the complaint.... I asked that I be given an estimate so that I knew the cost of these repairs. No estimate was give at all and they just went in a repaired it. I did learn from my buddy that it was a transformer that needed to be replaced. I asked buddy what it would cost and he told me the guy wasn't all sure yet. My buddy reminded me that I didn't have any other options and need to get the heat on so I gave them the okay to fix. Here in ** I was having the same issue and it was relatively reasonable to fix $120. I am aware that ** things are more competitive so price would be lower. Of course the workmanship and customer relationship was way better too. There was none of the arrogant things going on in **** ******* at all. I received the bill and about passed out sort of speaking. Same issue, almost exactly the same part, with install, I was billed almost $700. I immediately called them. I requested and itemized bill of why it was so high. Arrogantly there response was that their time is worth something and something about having the knowledge to fix it. She said I would have to talk to the repairman to get an itemization of charges and he would have to call me back. Um, I am still waiting on that call. I haven't received another bill or any other itemized list of charges.I am knowledgeable enough to know that what they did wasn't worth $700. I installed the boiler and even know exactly what they replaced. I am not a pro though. The bill I got also arrogantly gouges me significantly on the part too. They claim a $80 part costs $200. I have no idea at all about this bill because their shop is a block away from said boiler repair and I have bought products from them before and never been charge this high. Oh, forgot to mention, the GA's HVAC guy's bill included the part. Now they are leaving me voice messages that they are sending me to collections. I will call them today but only to request further communication in email form or written.

Desired Settlement: I am not sure what kind of outcome I want.... a reasonable bill for a reasonable amount of labor and parts??? An itemized statement why replacing a transformer cost so much? I know I don't want to do business with them ever again no matter what happens. Its cheaper that I get on a plain and fly there to fix it for that amount.

Business Response: We do apologize that we may not have returned Mr. ******* request for a call back about the bill, we had a change of staff in March and do not show any calls from Mr. ******* in our records. We did try to call him about his bill on April 17th and May 12th and left messages for him both times. I am attaching copies of the emails between myself and Mr. ******* from May 13th as well as a copy of the bill and the combustion analysis test. The invoice shows that there were two parts replaced and neither was for $200. The fan controller (Honeywell R8285D5001) was replaced at $76.75 and the transformer (Goodman B1141605) was replaced at $30.51. Both parts together only come to $107.26 not $200. The first Technician went out on February 26th and found the boiler not to code and red-tagged the unit, shutting it down after documenting the issues. A different technician went out the next day after the client stated the code violations were repaired to replace the transformer then realized the fan controler was also bad and replaced that (after going to the store for the part), he then tested the unit and adjusted the gas pressure when the unit over fired. The time to replace the parts, go to the store for the second part, preform the combustion analysis properly and to make the proper adjustments to ensure the unit was working safety, would fall into a 4 hour time period.

Consumer Response: Complaint: ********

I am rejecting this response because:
Because there wasn't a third choice and the time has yet to be justified. I do have to apologize for my anger how I am responding. I have been around several HVAC techs, and if it absolutely important, I will get counter bids to justify the time it takes to do these tests and repairs. One of my houses, it took the tech 30min to diagnose the problem and he had to slide on his belly under the house to do them. This isn't the case at all here, the Tech simply had to walk down a set of stairs, look down, and goto work.  It wasn't comfortable for him at all. Furthermore, I am not gonna pay for them to drive around at 120hr. When I was contractor, the last thing I wanted was my techs out running around not getting the work done. I guess he can choose to run his business however he wishes. In addition, their warehouse is full of parts and the other parts houses in the area are less than a half a mile away from the job sight. Their warehouse is a 5 min walk. I'm not paying them to shut me down and red tag everything and leave without doing any work. I can call an inspector from the city to do that for free.  

I do have to apologize for exaggerating the parts bill. Not until today did I have all the information either. I was told he replaced one part and it doesn't show in invoice any different. The papers you BBB has are very different then the ones I have. In an email I sent him, I asked for the part numbers and availed nothing from that accept that he didn't have them and it was on a purchase order. As for the parts, I can accept this part of the bill.

So to conclude, the tech shows up looks and tags out everything. Doesn't offer an estimate for the 45 min job of cleaning out the foam they are talking about and cleaning up the wires. Yep, my dad and uncle were electricians...been around that too. I am saying if they are professionals, and have the knowledge to complete the jobs (i don't have any doubt they aren't) in a professional efficient manner, it would cost 5.5 hrs of labor. He claims that there were two techs needed for the job to and I wonder why that is? To reiterate in a different way, I would really like to see why these "professional" techs are taking so long to do their jobs with my own eyes. I am sure it is either humorous ignorance or trial and error or this company likes to gouge people. I am going with the gouging idea due to their known reputation of doing so and their known reputation of being good at what they do. I also get the idea they are full of the arrogance about being good too. In all the houses I own, it has never costed this much or taken this long for a tech to do their job.

Regards,

**** *******


P.S. It took me, by my self, as a complete amateur, to install that boiler from start to finish in 8-9hrs. That includes the time getting from that warehouse a half a mile away and taking it down that flight of stairs.

PPS. I didn't receive one estimate saying is was going cost this much either. 

Business Response: I understand the customer's frustration but our billing is legitimate and accurate. I know he would like to get counter bids but a counter bid is something you get after you know what the issue is so there is no searching for the issue. Also, there are very few companies out there that do the combustion analysis the way we are trained to perform it. Our technicians are certified through NCI. We can supply training certificates to prove the technician's ability. 

We are not charging the customer $120.00 per hour, our hourly rate is $90.00 per hour as it shows on invoice that Mr. ******* received via email from me on May 13th before we received the BBB complaint. Also, we only billed 4.5 hours total of labor not the 5.5 that Mr. ******* states was charged. Our facility is not a 5 minute walk from his property, we are now located north of **** ******* which is an approximate 15 minute drive away. We can not carry every part for every heating system that has been made, we have vans stocked with standard parts but many times we do have to go to a parts store for specialized parts. 

I am more than willing to talk with the customer to negotiate the bill to something that both parties are happy with if Mr. ******* would call me at ************. This would be the fastest way to resolve this issue. 

***** *****

Consumer Response: Complaint: ********

I am rejecting this response because:
My argument stays the same... Their bill isn't justified for the amount of work they performed. As stated before, I am not going pay technicians wages to drive around... drive to the job, the store, whatever. I am not going to pay $90hr broke down into whatever min for a guy to drive around. In my opinion, if the gentleman would have diagnosed the issue on his first visit, parts would have been with him on the second visit. As said earlier, and have yet to receive it, where is the itemized time spent? I don't intend on calling because I did that already, and they, even now, claim that I owe them the amount billed. So why would I call them? I am willing to pay a generous 1.5 hours labor plus parts for what they did. If they would have fixed it on the first day and prevented my buddy from doing their job, I would have honored a generous 3hrs work. I really don't want to keep going on and on about this, I am being gouged and due to me already trying to work this out. They are even being arrogant about it by saying that I pay or they'll send it to collections. Hell, why don't you just tell everyone it costs $300 to get in your truck? At least then I could have made the choice of tell you no before you arrived. There is very few things I am right about but this isn't one of them. There is no way they spent 5.5 hrs doing what they said even if I was charged for going to the store or whatever. It is a fact that I installed that boiler in 8-9hrs. This included threading pipe and reconfiguring the setup. I ran new wire and had to work out bugs to make old parts work. It wasn't perfect but it working for a better part of 3-5 years. I didn't learn that the foam I put in was a bad thing up until a year ago and waiting for my attention. The wiring mess was from some joker who claimed to be an electrician. I know it wasn't like that when I installed the boiler. Being angry about this bill has caught me in many over embellishments. No, I didn't know they moved and to me it doesn't matter. Wage per hour was off of memory of what they told me when I called them, sorry I didn't look at the bill while typing letter back.... I get upset looking at it and its in electronic format. Yes, my bill shows 5.5 hrs. It says 4hrs for ****** ******* and 1.5 for ***** *****. I said I would hassle with those other bids if needed... and it was for the BBB interests not Vaughns. 

Regards,

**** Edwards

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/13/2012 Problems with Product/Service
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