ComplaintsforAmerican Plumbing, Heating & Cooling LLC

• Initial Complaint

  10/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Contacted company to disconnect my boiler and hot water heater while structural beams were placed in basement. Cap gas back to meter. Come back 3 days later and re-plumb below the newly installed beams . Was told to send pics and quoted 180 per hour. 2 hours for disconnect and 2/3 hours to hook back up and clean boiler. Told me they could not come out for an estimate but I could send pics and he would have a service guy do it, Rep came out 10/26 and said the work order was not correct and he wasn't aware he was also doing the plumbing? He said it was ok and he could do it after he got his parts. He completed the job and said he had to reschedule the Friday re-connect for first thing in the morning rather than the afternoon, he didn't want payment as he said he would add it to Fridays job. I got an email this morning from company saying the owner would call me and reschedule but they would not come back out Friday? I called and spoke to Derrick who said they were not aware of the plumbing? not aware they were disconnecting the water? I asked how would they disconnect the hot water without disconnecting the water to it? said the owner is out of town till next week? has not called or emailed me back? I am without heat or hot water and no one will tell me why or when they will come back out?

  Business response

  01/11/2022

  Business Response /* (1000, 12, 2021/12/02) */ This job was started on 10/26/2021 and completed on 10/29/2021. This customer originally called us to cap a gas line and return in a few days to reinstall after her contractor installed a beam in the basement. When the tech arrived he was told that all the water and heat lines also needed to be moved. He informed her that that was not listed on the work order. He called the office and got approval to do the work. We informed the homeowner that this was not what she asked us to do and it would be additional above what we were prepared to do. However to keep the job on schedule with the contractor who was on site our plumber did as she asked. I was on vacation out of state at the time and not in the office. My office manager called me and we spoke about this. I took time while on vacation to call her on the phone to discuss the work. Since I was the one who originally took her call. She originally indicated that there was only one gas line to modify. She asked for an estimate however I stated due to the small amount of work we would just charge her by the hour. For the record it was $160/hour. While on the phone with the customer she indicated that I should have known about all the work that was needed. I again stated that she told me on the phone about one pipe that needed to be moved. She took a verbal step back and said well maybe I forgot to mention the other work as I was calling around frantically looking for a plumber to do the work since the one she had scheduled became ill and was not able to do it. I stated yes I remember you saying that to me. I also remember her saying it was her father or father in law. To get the work completed on time my office scheduled one of the guys to be there for a full day. He completed all the work less the heating system cleaning which could not be done until the basement was cleaned up. I have a text message from her stating that she agreed at 160/hour plus parts. She indicated she had cameras at her home and would be reviewing them to make sure we are charging her correctly. To date we sent her an invoice on 11/04/2021 and a reminder on 11/19/2021. She has not paid for the work that was completed. Thank You, *** S****** American Plumbing Heating & Cooling Corp

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