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U S Boiler & Plumbing Company

Phone: (970) 876-1940 Fax: (970) 876-0390 4664 County Road 311, New Castle, CO 81647

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that U S Boiler & Plumbing Company 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 U S Boiler & Plumbing Company include:

  • Complaint volume filed with BBB for business of this size.
  • Response to 1 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

1 complaint 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 1
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on U S Boiler & Plumbing Company
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 27, 2010 Business started: 12/26/2008 Business started locally: 12/26/2008
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:

Colorado Plumbing Board
1560 Broadway Ste 1500, Denver CO 80202
www.dora.state.co.us/plumbing
Phone Number: (303) 894-2300

Type of Entity

Partnership

Business Management
Mr. Richard Shaffer, President/Owner Ms. Lolita Shaffer, Office Manager/Owner
Contact Information
Principal: Mr. Richard Shaffer, President/Owner
Business Category

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Additional Locations

  • 4664 County Road 311

    New Castle, CO 81647 (970) 876-1940

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
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Complaint Detail(s)

9/20/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company charged me four times the amount that a contractor I've been using from ****** has charged me in the couple years. Regretfully, I didn't ask for an estimate prior to this service, if I had I would not have used this company. When I called the company and spoke with ****** ******* she was extremly rude, unprofessional & not helpful. I asked to speak with either ***** ********, the service represenative or **** the owner. I have never heard from either of these people. What recourse does a single working mother have with this kind of billing & customer service? I would like to say that both **** & ***** were professional in my dealings with them up front but I've had no conversations with them since their dates of service 8/18 & 8/20 2013. I did receive a terse message from ****** saying essentially "the bill was the bill". I never heard from the owner.

Desired Settlement: I would like the bill to be lowered to what I paid less than a year ago from my service represenative in *******. Which was $100.00

Business Response: ****** Response:

We received the original call from **** on Saturday night where as she complained about an issue with her instantaneous hot water maker.  At that time I assured her that we could take care of the issue and informed her of our rates of after hours charges of $250.00 minimum for Saturday evening and/or Sunday as we do with all calls requesting services during these times.  **** didn't want us to respond Saturday night due to her schedule and requested us to arrive on Sunday.  I attempted to schedule the call for 10:00 am and she agreed to 11:00 am.  Again I informed her of our after hours charges of $250.00 minimum, her comment then was that she understood and proceeded to tell me that she was a single mother and would like some grace and help with keeping the cost as low as possible.  She then called back right after our initial appointment conversation and informed us that 11:00 am would not work could we arrive at 12:00 noon.  We agreed and I arrived promptly at noon on Sunday.  

Upon initial inspection of the unit we discovered that indeed the unit was working fine and was clean and operating well within the guide lines of its intended use.  I inspected all components and connections to ensure proper operations.  She insisted on contacting the normal factory authorized service provider of which after several attempts she could not contact him on Sunday.  The point was to at least converse with him to make sure we were not missing anything important and ensure the unit would at least continue working through Sunday.  She then informed us that she because she couldn't get in touch with the normal service provider that she wanted us to take care of the unit from then on and made arrangements to have us come back during normal business hours and service the unit and install the parts that were provided by the Factory Rep.  I then agreed to make the necessary arrangements and informed **** of our rates during normal business hours of $125.00 per hour again she asked us to help keep the cost down due to her status of being a single mother.  I informed her that we would do the best we could in keeping the cost down.  I reduced the Sunday visit hourly rate to $110.00 for the hour I was there and it took approximately 2.5 hour for us to service the unit and install the factory authorized burner assembly and blast plate, again I reduced the cost from our normal rate of $125.00 per hour to $110.00 plus the $20.00 cost of Nitrogen Gas to blow out the system as **** requested.  Bringing the adjusted cost to $405.00 the normal rate should have been $582.50 we offered a discount of $177.50.  Our reason for the discount were not only to help **** as she requested but yet to establish a relationship with her in showing that we care.  

It is not our intention to over charge anyone or b*** people over when the opportunity arises.  We base our business on establishing and maintaining relationships with everyone, there by maintaining continued business.  The person **** spoke with on the phone ****** is the majority owner of the business and completes all of our billing processes.  

******** response: 

**** initiated a phone call to the office about the amount of her bill.  We looked up the invoice and went over it with her.  I explained the regular charges and that we did give her a discount. She said at that time she wanted to talk with ***** or **** they would explain that they really didn't know what they where doing and had to call the Rep in order to complete the work.  She also said that she could have had her normal guy that she uses do it for $100 and she had talked with him and he thought the charge where high.  She went on about the ****** companies and the crazy prices, and that she is a single Mom and how is she to survive.  In the conversation I agreed with her and said just in gas prices alone it was **** in the ****** compared to other areas.  I then assured her that we would follow up on this and talk with ***** and ****.  I also explained that ***** and **** where unavailable at the time and had a full schedule this week, and that I was an owner and could help her. 
After talking with her per conversation with *****, that **** demanded he talk with the Rep.  ***** had completed the work and was finishing up with installing the materials that where left by the Rep, when the Rep returned her call.  At this point is when ***** talked with the Rep and just confirmed that all was good.  ***** did say that **** did leave before he could give her, her invoice, so he left a copy of the invoice there.  
Conversation with **** was that he went out on Sunday as per request from ****, he did confirm she knew of the charges and she asked for some help.  After the Sunday service, he explained that we would set up another service call for Monday to complete the replacement of parts and to service the equipment i.e., clean and that the service call was scheduled for Monday and that he once again explained the charges, and again she asked for help, he made sure that ***** knew to give her a discount. 
We called the Rep twice on Sunday and again on Tuesday and Wednesday at his office and his cell phone, left messages at each number.  He has not returned our call yet. 
At the *** of the day, we called **** back and left her a message that after speaking with ***** and **** and left a message for the Rep that we feel we have done all the work she requested and required and her system is working well within the guidelines, that ***** was very knowledgeable of her system and that we have given her discounts as she requested, that we have made all the effort to do good for her, that we expect payment for the services rendered as per the invoice, if she had any questions don't hesitate to contact us.  We mailed her another copy of the invoice.

In closing ******** ******* and surrounding areas are located in the **** *** ****** area.  Cost of completing business here is very **** yet we are capable of pulling it off and maintain relationships.  ****** is 3 - 4 hours away pending on traffic and road conditions.  That coupled with the amount of time spent on the job and the travel back would be a minimum investment from any ****** Rep or reasonable service provider of 7 to 9 hours, at a $100.00 rate is unreasonable and unfounded.  Unless the equipment is under warranty.  Again we have not been able to contact the Rep to establish her claim.  Regardless our cost of performing business in this market are what they are, we can't compete with another that doesn't under stand the cost of performing and completing work in this area.  We have complete all assigned and requested task and the system is performing well within the guidelines of its intended use with out fault.  We respectfully request your input and help to expedite a positive resolution in this matter for both parties.  If we did something wrong please advise, if not we appreciate you support.  Thank you   


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************ **** ************ *****

Consumer Response:

Complaint: *******

I am rejecting this response because:
As ****** ******* **** says: "The problem with communication is we believe that it's happened."  No one told me the charge as was stated in the response provided by the business.  Perhaps this is why people do written estimates when it comes to business charges, better for all parties involved.  All that the company is saying is "here say", b/c from my perspective, I was never told the charge.  I've learned to ask for a written estimate prior to doing business with any provider in the future.  I hope that US Boiler and Plumbing has learned to provide the same.  I would propose paying $200.00 for the services provided by US Boiler & Plumbing, which is still $100 over the charges that my ****** rep would have charged me and conclude doing business with each other in the future. 

Regards,

**** *******

Business Response: We have yet to communicate with the ****** Service Provider.  We arrived as requested on a Sunday promptly as requested.  We performed the required and requested service as directed.  We informed the customer of our charges as we do for each and every call, unless they have history with us.  The customer has not now nor ever denied that the work was completed in a timely and professional manner.  This is our first and only complaint filed with the BBB.  Our charges are good and we encourage our customers to shop us.  If the customer can provide in writing a statement or estimate from any company that would perform as we did on a Sunday and then return again on Monday to perform the same service we performed for less we will match it.   The company needs to be legitimate, licensed, insured and hold the necessary licenses to conduct business in the State of Colorado.  We will check the credentials of all submitted estimates sources.    Thank you ****      

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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