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BBB Accredited Business since
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This is a plumbing and heating contractor.
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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
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
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
Phone Number: (307) 352-1500
Type of Entity
Business ManagementMr. Kayle Cross, Vice President Mr. Kevin Cross, President
Plumbers Plumbers - Commercial Heating Air Conditioning Suppliers Air conditioning & Heating Contractors - Residential Air conditioning & Heating Contractors - Commercial Air Conditioning Repair Air Conditioning Supplies & Parts Heating Equipment Suppliers Air Conditioning Contractors & Systems Heating Contractors
Service AreaRock Springs and surrounding area
1130 Signal Dr
Rock Springs, WY 82901 (307) 362-7550 (800) 584-9380 Directions
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Additional Phone Numbers
- (800) 584-9380(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
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.
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.
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|