ComplaintsforTri-Care Services, Inc.

• Initial Complaint

  04/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Tri-care plumbing and gas charged me for over an hour while only working 15-20min with absolutely no resolution or recommendation to my issue. The technician was unprofessional and smoking near a potential natural gas leak. I was ok paying for an hour or even more if 1) work was being done and 2) the issue was fixed but neither occurred. The tech disappeared for over 30min of the hour he was here, did little to no work, and spent the time on the phone with the pool pump company asking trouble shooting questions which I could have done myself. Further Kelly from their billing department was rude and threatened to bill me for extra time because I was delayed signing,but not paying. I regretfully paid in full but will dispute.

  

  Business response

  06/20/2022

  Business Response /* (1000, 7, 2022/06/03) */ In response to your complaint. The technician arrived at 9:06 am on April 14th, 2022, you left the property at approximately 10 am to take your child to a recital, at which point he was almost completed with the diagnostics of your pool heater. You proceeded to leave prior to paying for the service call fee and prior to him completing the measurements to add a new gas line at your request. At which point we had to reach out to you for payment for the service call fee, which you were made aware of at the time of scheduling your appointment. The technician was not smoking around gas as he as well as all trained professionals know the dangers involved when working with gas. Additionally, there was not a gas leak as you are attempting to claim. While he was there, he first checked the gas pressures of the pool heater that was taking a long time to heat your pool. He diagnosed the issues he was finding with your pool heater with the manufacturer and determined what parts were faulting out, as noted on your work order. We priced the needed parts for you and advised you of that cost. So, in fact, you were provided with the diagnostics of your pool heater, and what would be involved to repair. The technician was on-site and completed at 10:15 am at which point you were gone. We had to reach out to you, send you paperwork for the payment, call you to make sure you received it, and wait for you to return the paperwork so that payment could be completed. At which point that was not completed until 10:44 am, so you essentially cost us an additional 30 minutes in time of the technician waiting to get paid for the services he rendered, further adding to the time he was on-site for you, you were advised that you should in fact pay for the extra time as it was a delay that was not caused by us yet we had to pay the cost for you leaving without paying at the time. You were not however charged for that extra time. If you were able to diagnose the heater yourself then that should have been done, however, you opted to hire us for our services, which were provided. Had the technician gone missing for over 30 minutes, why wouldn't you have called the office to find out where he was, especially since his truck had not left your property. We will not be issuing a refund to you and we will remind you that your threat to dispute the credit card charge per the signed payment agreement will result in additional costs to you. We completed the service request made by you, diagnosing the issue with the pool heater and providing you with an estimated cost of materials needed to complete the repair. Therefore, we did complete the services you requested. Also as an advisory please do not work or repair with gas appliances of any sorts unless you are properly trained and certified.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have had issues with a new hot water heater and Tri-Care is the manufacture's Rep in this area. Initial service call the tech informed us the tank was compromised after getting extremely hot. Our son is a disabled veteran and paralyzed so a compromised hot water heater with extremely hot water is a safety issue which could cause great harm. The owner, Samuel W*****, informed AO Smith, the manufacturer, that it only needed a thermostat, despite his tech advising us that it was compromised and needed to be replaced. We had a third party company evaluate the water heater who confirmed the tank was compromised and needed to be replaced, and the manufacturer agreed to replace it. Subsequent conversation with Sam W***** regarding the water heater and he was more worried about his Google review rating than getting the hot water heater fixed for our disabled veteran. Finally he stated he didn't care about the veteran, he would only go through 'protocols' to replace the water heater. I informed him that I felt like this was an attempt to run up service charges and warranty calls to to us and/or the manufacturer and he then said he would not service our water heater any further. As a household with two disabled veterans in the family, one of whom is severely compromised, we do not expect that a company should put our health and well-being in jeopardy for profit. My call was an attempt to get Mr. W***** to understand the gravity of the situation from our perspective and he was clearly only concerned about his bottom line financially. This company should not advertise as a BBB rated company.

  

  Business response

  04/22/2022

  Business Response /* (1000, 8, 2022/04/13) */ When we scheduled your appointment, your husband, Mr. ****** advised us of the error code you were receiving on the heater. Based on the training and experience with these heaters, the plumber properly determined that the electronic thermostat would need to be replaced. AO Smith pays us the service call fee to diagnose and return to repair based on their guidelines, costing you nothing. Once he was able to reach AO Smith and discussed his findings it was agreed that the first step would be to replace that part, which they were shipping to you at no cost. Additionally, the improper installation of your heater would need to be corrected, that is not covered by AO Smith. Our findings have been reported to AO Smith so that they have the updated information. There are procedures that we must adhere to as an authorized provider to the manufactures we represent. Your husband called back after you left the Google review and wanted us to come back, however based on your comments in the review and in attempting to explain to your husband the procedures he responded that we are only attempting to protect the manufacture and are lying and he knows how these things work since he is in sales. We fully understand the gravity of disabilities, however that situation does not exempt the guidelines set forth by AO Smith or any other manufacturer we represent. The bottom line of finances had only to due with the fact we were not going to provide you with a new heater at our cost for free to you or a free installation for you, which seems to be more of what you were looking for from us, as up to that point you paid zero dollars for our service call as that was paid by AO Smith. We are accredited with BBB it is not an advertising tool, and people file complaints to rectify a service issue, which again you did not have to pay for. Our decision to not provide further service to you was based solely on the fact that you could not respect the procedures that we have to follow and, in an attempt, to force us to do what you demanded we do for you decided to attack us by leaving a review. We have to follow the standards set forth for us as an authorized service provider, especially since that is who employed us to provide service to you. After speaking with your husband, the Google review was removed and now that you have accomplished what you were wanting you again attacked us again for following the protocols as set forth by the manufacture. Consumer Response /* (3000, 10, 2022/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no "Mr ******" in the home. We are two married women and this further illustrates how out of touch this business is. Again, their own tech advised this unit be replaced. An independent evaluation by ***** ******* *** *** revealed the unit needed to be replaced. This was not our desire or demand. It was merely what we we're told by the 'experts' (their words, not mine). What consumer would then want a 'compromised' water tank merely refitted with a thermostat after two techs have stated the tank was leaking from the top and needed to be replaced and imminently would fail? We stand by our complaint that this business failed to do the right thing in this matter. We purchased a new tank. Replacing it with another new tank has no appreciable value for us merely for the sake of having a new tank installed. It was what both techs informed us needed to happen. Your assertion to the contrary is illogical and your attitude and unwarranted combativeness is what has drawn this complaint. AO Smith and Lowes has refunded the cost of the tank after a brief explanation of your refusal to service the unit any further. A new tank was flawlessly put in by ***** ******* *** *** at our cost and we have had no further issues. We stand by our original complaint of this company. Business Response /* (4000, 12, 2022/04/14) */ Our apologizes, the person we spoke with had a very deep voice. At no time were you told that you would have to have a retrofitted water heater. You were merely told that we had to follow the guidelines of what we were told by AO Smith, to first repair the bad part, and then correct the plumbing to bring it to proper standards. It is your opinion that we failed to do the right thing, however you do not set the protocols that we are to follow, that is done by the manufacture. Our logic is based on how we have to service these heaters that comes from the manufacture, if your water heater was leaking then why wasn't that advised to AO Smith when you called as that would have potentially allowed for you to obtain replacement authorization from them at that point. Your repeated insults towards us is why we advised you that we would no longer provide services to you, even after the fact you have continued to attack us for following the requirements that the manufacture set forth. We already advised AO Smith of the plumbing concerns and while you currently have no issues with this heater that certainly doesn't mean you will not have issues with the replacement heater. We are pleased you were able to resolve the matter and request that you move on as there is nothing for you to gain in this process, you are owed no money from us as you did not pay for our services and there is nothing, we would be able to further resolve for you.

• Initial Complaint

  09/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We found out that we did not have hot shower at the Master Bath after we bought the house in Feb 2021. An individual from Tri-care did the Inspection at end of May and determined the circulation pump was bad, though we told him that the valve (adjust temp.) was not working. The pump was replaced later however the problem was NOT solved but WORSE. Tri-care then told us that there is cross water line issue in Master bath that we have to break the tiled walls to find out, which did not make sense since this house was in use for years and was built by a famous builder. We worked with another plumber on this, indeed the valve was bad/heavily corroded, after replacing it, we finally can take a shower! Tri-care is incompetent for such a simple solution. When they are not capable of solving problem, they do not take responsibility but blindly blaming on something else. We found them very unprofessional, wasted our time and money and caused us all the hustles and inconvenience.

  

  Business response

  09/23/2021

  Business Response /* (1000, 8, 2021/09/17) */ As we have stated before, in 14 E-mails back and forth that you are blending two service calls. You were already reimbursed $200 from SEC Inspections that was due to be paid to us, you have failed to pay the $200 you owe us for the initial service call. There will be no additional money returned to you from us. You have failed to pay your invoices in full, therefore there is no reasonable negotiating of you balance, until you pay the full amount billed. We did get paid for replacing the recirculation pump on June 6, 2021. You still owed us for the initial diagnostics which was 2 manhours that you were reimbursed $200.00 dollars, by the inspection company because they were not able to determine the issues you were having. As a business we were not going out there for free. You had two issues we only resolved the one (only because that was what we were contracted to do through you and SEC Inspections). We did note where your cross connection was in the home, indicating you had additional issues present. Refer to your invoice # XXXXX as it is described. 1) The first issue was due to your recirculation pump being burnt out, on June 6, 2021. Your pump was manufacture dated from June 2007. (We have the picture of the pump in place with the serial number and manufactures date). Your pump was approximately 14 years old. 2) The second issue appeared after the pump was replaced. Which was the cross connection. We spent time there to diagnose the issue the first time on the pump May 21, 2021 and after we fixed the pump, we further let you know that you had a cross connection in the master bathroom. Please read your invoice # XXXXX dated 6-7-2021. You would've had a burnt pump again if we hadn't warned you about the second issue after we replaced your original pump which states that "if you don't fix the cross-water connection, you'll be replacing the pump again". You confirmed then in pictures that you had your master bathroom valve replaced or reworked Aug 30, 2021 and the "cross connection" was fixed only after the recirculation pump was replaced by us. We billed SEC Inspections for the initial diagnostics, to which they advised they sent you the payment and you were the one that was responsible for payment due for the initial diagnostics man-hours it took to diagnose the recirculation pump issue. You haven't paid that as of yet. We quoted you a pump replacement and manhours for that replacement was included in the quote. You did pay that bill. This was additional to the diagnostics as you failed to advised you were paid by SEC Inspections and were now the financially responsible party. You threatened us in a few phone calls as well as emails stating that "you would leave a bad review if we tried to charge you for the original diagnostics". Sorry we don't do work like that. You have to pay for all manhours for a service that was provided. The inspection company reimbursed you the $200.00 to pay the manhours to diagnose the issue. You did not pay for the initial call as of today and to demand additional money back when you have not paid for services rendered is inappropriate, when you have proven you did in fact have the additional issue that we advised you of. That diagnosis should have been billed you as well as that was not part of the pump replacement bid. Consumer Response /* (3000, 10, 2021/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) We never owe you anything. We did NOT ask for the initial diagnosis but was asked by SEC. You should have asked SEC for the $200 since they contacted you for service NOT us. Anything between SEC and us is NONE of your business. SEC reimbursed us the house inspection cost (not your diagnosis visit) because they missed so many things and they realized that the liability is big enough that they have to end with no charge. The $200 service they asked you was PRIOR to the reimbursement. Again, very simple, you should deal with SEC on the $200 not us, SEC deals with us on the inspection or cost. Let us be clear, there is NO cross line in the house because the problem is FIXED by simply replacing valve. You are incompetent and full of lies on what is the problem. You wasted our time, effort and money to fix such a simple problem! You are shameless in keep blaming on cross water line! Bad Technical ability, bad business practice! Business Response /* (4000, 12, 2021/09/22) */ You would owe us for the initial diagnostics as per SEC Inspection who initially requested us to assess the issue you were having. The invoice for the diagnostics was sent to SEC Inspections and as per their written response - Please take this invoice up with the homeowner. We refunded the homeowners money for our inspection with the understanding that we are done and they are responsible for this this invoice as well as any repairs they choose to do. This invoice needs to be paid by the homeowner at this point. Therefore, you are now the legal responsible party. Part of their charges to you included our fees and since they reimbursed you for our fees along with the inspection fee, they are no longer responsible. You should discuss that with them directly if you need to clarify their responsibility. There was a cross feed of water as a result of the bad valve, which you did not agree to have us address as that would have been an additional charge to the agreed written price to replace the faulty pump. You contracted us to replace the pump based on our initial findings, superseding what SEC Inspections was going to address, as you reached out to us for answers rather then allowing us to fulfil our agreement with SEC Inspections, you breached the agreement between SEC Inspections and us and took full responsibility at that point. We did not waste your time as you were not present when we replaced the pump, which is why you signed the payment authorization in advance. You hired us for that part when you should not have stepped over what SEC Inspections was hiring us to do. This falls back on why they refunded you the money and advised you that you were responsible for paying us. If you feel we should still be paid by them then you will need to refund them for the work they performed and the work they hired us to do. You were a third party to the work we were hired to do through SEC Inspections and rather then you letting them make the repair decisions you took over that process and requested we replace the pump, and that work was completed. We found you had additional problems which you admitted to based on your repair of the valve. You had multiple issues and clearly that was proven based on initially you had no hot water unless you turned the temperature all the way up on the heater and after the pump was installed the only issue that remained was in the master bathroom at the right sink and the tub. This mater is non-negotiable as we completed the work that you hired us to do which was the replacement of the pump based on our findings, you could have easily let us report our finding back to SEC Inspections, let them pay for our work and then you could have done whatever you wanted to once they advised you. However, you did not do that you decided to contact us and you decided to hire us to replace the pump, that was your decision alone. You are reaching expecting you will have work completed at a discounted rate or for free. If you don't plan to pay the $200 balance as you previously emailed us about, then there is no room for further discussion and you can consider that your refund. You will not be satisfied unless you have all work completed for free, this will not be the case.

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