Reviews

Review Details

• Review fromAyub K

  Date: 11/12/2023

  2 stars
  I was charged over $400.00 to replace a relief valve which retails for approximately $50.00 and entire job done in less than 30 minutes. On top of $98.00 diagnostic call. My complaint to owner received one reply with no resolution.

  Valley Pacific Mechanical Contracting

  Date: 12/12/2023

  Thank you for your feedback and expressing your concerns with our recent service at your home.

  
  

  We take these very serious and look at how we can continuously improve our customer experience and create the most value to our customers.

  
  

  To add more context to this, the following may be added to the interaction:

  
  

  1. Customer emailed the owner directly at 6:18pm on Dec 6 with concern about boiler discharging water.

  
  

  2. The owner called the customer directly, at 6:23pm to confirm that the boiler would be ok until the morning, and that we could have someone there for first call the following day.

  
  

  3. Our service coordinator then reworked our service scheduling, and dispatched our Sr Technician to the customers home the following morning at 8:30am to address the issue. Our service coordinator then followed up with the customer with an update accordingly.

  
  

  We hear your concerns and frustrations about the cost of our recent visit; and have the following for your consideration:

  
  

  1-our service rates are based on a flat rate pricing structure that takes into account the following: 
  
  - time to procure material
  
  - response time and priority scheduling 
  
  - time for repair 
  
  - cost for part
  
  - costs for overhead, which include, but are not limited to: administration, service coordination, software, office expenses, marketing, tools, accounting, legal, HR, licensing, permitting and maintaining certifications

  
  

  2. The $89 diagnosis fee covers our technicians time and vehicle cost to go to your home and diagnosis the customer’s  problem. (In this case, water discharge from boiler)
  
  
  
  Upon review, it seems that our technician did not clearly communicate the cost of the repair prior to fixing your boiler.  Our failure in this has left you, the customer, feeling unhappy with the cost and our service.

  
  

  Because of this, our company is implementing a process to ensure moving forward, we are more transparent with our customers before performing any repairs to their HVAC systems.
  
  
  
  
  
  Another failure on our part is the lack of follow up after your initial concern was made.  Your request to speak directly to the owner on this matter should have been taken more seriously, no matter how busy we may be.
  
  
  
  We apologize for leaving you feeling unsatisfied with our services.