ComplaintsforRavinia, Plumbing, Sewer, Heating & Electric

• Initial Complaint

  02/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am a maintenance customer who paid an annual fee to be serviced by Ravinia Plumbing. On February 21, my basement slop sink needed routing. The additional service fee for less than 60 minutes of work was to billed at $396.00 with a savings of $44. This is absurd. The maintenance membership was advertised as covering costs with priority care. This company is gouging customers and falsely advertising the benefits of annual maintenance membership. I want my annual membership fee refunded to me and I want them to stop falsely advertising the benefits as well as have their pricing evaluated. They are ripping people off.

  Business response

  03/19/2024

  We're sorry to hear that you feel like the estimate to clear the kitchen sink drain was overpriced.
  
  We, like most companies, have a service charge to pay for the cost to send a licensed plumber to your home.  The $69.00 service charge was agreed upon when we booked the service call.
  
  Once ************** arrived and assessed the work, he quoted a cost to perform the drain clearing work.  You declined to have the work performed, which is your prerogative of course, then you also refused to pay the service charge for our technicians time.
  
  We did not argue the point whatsoever, waived the service charge, and walked away with nothing for our time.  And for this you lodge a complaint?  Im not sure how any company could be any more fair with a customer.
  
  We know exactly how our prices land within the market place.  We are more expensive than a one or two person company that works out of the owners home because those companies (if you could call them that)dont have the same overhead as a bonified company that has a location that you can walk into 6 days a week.  We are however less expensive than most established companies that provide our services.  And we provide something that most of our competitors do not and that is all of our plumbers hold a plumbing license.
  
  Regarding your request to refund your entire ************** membership, we are happy to refund the unused portion of the membership but not the membership covering months that have already passed.  The unused portion of the membership at the time of service is $72.00. 
  
  We will be happy to return the unused portion after you remove your BBB complaint.  Thank you.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Laundry faucet was old and needed replacement.******* contacted to fix.The plumber charged $258 to just turn off the water shutoff valve and there was no leaks on the floor to be drained. This was a simple remove and replace and the materials (2 laundry faucets) were provided by me. The charge of $176 was to replace the faucets. Overall, the Plumber did not explain the different costs involved and I am shocked to even think about Ravinia plumbing for future issues. Very disappointed in the way this was handled and will not be recommending Ravinia to anyone due to bad experience. This needs to be fixed..

  Business response

  08/30/2023

  **********************,

  Complaint ID# ********

   

  Thank you for giving Ravinia Plumbing, Sewer, Heating & Electric the opportunity to work with you and make things right.  After our investigation, we realized we had a manual entry error that resulted in a additional charge of $258.33.  We have contacted you via phone to discuss your initial BBB customer complaint and to make you aware of investigating your claim.  Per our phone conversation, we concluded that an error had been made and our accounting department has taken the necessary steps to reimburse $258.33 back on your credit card.  You should see your refund in (3-7 business days), depending on the credit card used during the transaction.  We value all our customers and thank you in advance for your time and consideration in this matter.  We hope you give Ravinia Plumbing, Sewer, Heating & Electric the opportunity to earn you business in the future.  I'm attaching a copy of the revised invoice showring the adjustments/refund of $258.33.  

  If you have any further questions, please feel free to contact me; *************************, Director of Plumbing & Sewer Division at: ************** or via email at ***********************************************************.  

   

  Please notify me when this has been closed out. 

• Initial Complaint

  12/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I received an email promotion from Ravinia for a furnace tuneup/safety check. Our appointment was for 3:00pm on 12/23/2021. On the 23rd at 10:30am, I received a call from their office asking if the Technician could come over earlier at 11:00am. I told them No, that my wife was home alone and the best we could do was 1:00pm. I received an email from my wife and asked if I had changed the furnace filter and humidifier filter, I told her I had replaced both items.When I arrived at home at 2:15pm and was told that the Technician was going to change the humidifier filter; I objected and went to the basement. I asked the Technician do you really believe that the humidifier filter needed to be changed? He replied No, it was OK, he was just checking. He replaced the humidifier pad!He told us the total cost would be $230.00. To avoid a physical confrontation with a virtual stranger in our home, we paid him with a personal check.He asked if I would sign the release document on his iPad, I declined. He said "thats OK, I can do that myself!.

  Business response

  12/31/2021

  We have already contacted the customer by phone and have processed a refund for not only the humidifier pad but also for the service to the humidifier (which includes cleaning the o****** in the solenoid valve, cleaning the distribution tray, setting the bypass damper for winter operation, and verifying that the humidistat will correctly operate the humidifier solenoid valve, as changing the pad alone does not guarantee proper humidifier operation).  The refund check will be cut on Monday 1/3/22 when our accounting manager returns from being off for the holidays.

  Mr. also made a claim that we sold him something he did not need because our technicians are paid on a commission basis.  I'm not exactly sure how a customer would know how we pay our technicians but they do not receive any sort of compensation based on what they do or do not sell and are only paid on an hourly basis from the time they clock into work to the time they clock out of work, regardless of what kind of work they perform through the day.

  One final comment was made that one of our drivers intentionally tailgated Mr. based on the earlier interaction and that he contacted us in writing twice about the matter.  I am not sure how any of our drivers would be able to identify a customer in a car on a roadway.  If one of our drivers was tailgating another vehicle, I would need the date, approximate time and location so I can look at our vehicle GPS logs to determine if we had a vehicle in the vicinity at that time and place and if so who it was so I can reprimand the individual.  I can say that to date our company has not received any correspondence from the customer via mail, email, or phone regarding the tailgating matter, it could be that the correspondence was sent to an old address or incorrect email address but had we received something, we definitely would have looked into the matter and contacted the customer accordingly as we take vehicle safety very seriously.

  Because our phone system records all incoming and outgoing conversations, I can upload a recording of the phone call if warranted to ensure that I am not making any of this up.

  Finally, I would like to apologize if our technician was rude in any way or did not do as the customer had requested.  I am not sure why our technician did not take care of the situation at that time because he is frequently requested by numerous customers for his technical expertise and customer service.  I hope this will conclude the matter and again apologize for the inconvenience this has caused.

  Customer response

  01/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  As for documenting my onsite tech visit complaint my computer shows an email sent to your office. 12/28/2021.

  As for the tailgating incident, my complaint was filed online via your Contact feature. In addition, when I spoke to your employee I gave him the Date, Time, Location and the last four digits of the license plate AND a physical description of the driver!

  
  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩