ComplaintsforRoberson-McLaughlin Plumbing, Inc.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is regarding the charges we received from this company to which the services were not fulfilled. Please see below the timeline of events as well as the wrong diagnosis of the issue. April 30 10:18 am - We sent them a text message asking if they could send somebody to our hotel to troub***hoot our water heater issue. They confirmed that their technician, ***** will be coming in between 12 and 1pm. Based on our log-in sheet, ***** came in at 12pm. We sent them a picture of a valve to make sure that we are ordering the correct item. They even forwarded this picture to ***** to confirm, which he did that’s why we ordered 2 of those valves just to make sure that we have it on hand if in case we’ll have the same issue in the future. We then asked ***, to come and install those valves. Apparently, it wasn’t the valve that needs to be replaced but the Board. That being said, we don’t believe that we should be charged for that service call since nothing was fixed and we were even given a wrong diagnosis.

  

  Business response

  06/29/2022

  We were called out to look at the water heater on Saturday April 30th that was not working at the time. When we arrived we noticed that it had been worked on previously by someone else. We called the manufacturer’s technical support line for the unit but they were unavailable. We diagnosed the issue as best as possible using the water heater manual with no tech support. After evaluating we recommended replacing the control valve & we also informed him it could possibly be the main board as well. They ordered the part & had a employee that was working for our company at that time work on the water heater. We had no knowledge of this & it is against our company’s protocol. We were not scheduled by the customer to make the repairs or have the opportunity to go back & work on it. We believe we should be paid for the services provided.

  Customer response

  07/04/2022

   I am rejecting this response because:

  
  

  
  

  
  

  At no time the Company Rep mentioned that the manufacturer was closed for that day. We have also asked him for the cost of installation and we didn't get a response (please refer to attachments for our exchange of correspondence).

  We asked him for the correct part before placing the order  (we even sent pictures with part# to make sure) and it was confirmed by his technician. They were not able to fix or address the issue so I don't believe that it's fair to pay for a service that wasn't fulfilled.

  We truly hope that our side will be heard and that charged amount will be overturned.

  We are a business as well and we take pride on what we serve

  
  

  Thank you.

  
  

  Respectfully,

  *** *****

  General Manager

  Comfort Inn Hanford

  
  
  

  

  Business response

  07/08/2022

  My tech Verbally let the customer know after he was unable to contact tech support & that they where unavailable. He recommended as per the manufactures manual that it was likely the gas control valve & the one that they purchased was the correct one. My tech also informed the customer it could possibly be the main board. I spoke with the customer verbally over the phone not just via text, that it would be time & material so no estimate was given. We did not have the opportunity to complete the repair or contacted to schedule. They had a unlicensed person complete the repair on the unit in a commercial setting. Since we did not have the opportunity to complete the repair I feel we should be paid for our services

  
  

  See text:
  

  
  

  Customer:

  Thanks for sending him out so can u confirm with your guy if this is correct valve before I order it sir and what would u charge me to change it out once we get it 

  
  

  

  
  

  

  This is the sticker on the water heater 

  
  

  Me:

  I just sent this info to (My Tech)…. I’ll let you know as soon as I hear back

  (My Tech)…..will be calling you

  
  

  Customer response

  07/11/2022

   I am rejecting this response because:
  
  We still don't think it's fair to pay for something that:

  1. Was diagnosed wrong.

  2. Told us it's a certain part.

  3. The part that was advised was still wrong and never got fixed.

  4. All those times, I was in contact with the owner.

  5. I asked the owner if it was the correct part to order which he stated yes.

  
  

  We're willing to pay for the gas and his time for $50
  
  

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