ComplaintsforASAP Plumbing and Heating LLC

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October 2022, we contracted with ASAP to install a new septic system. We paid approx $35,000 for the system. Our contract stated that we would be responsible for the electrical work for the system. Our contact at ASAP, ****, gave us a cardboard box with a Norweco timing system and told us that an electrician could hook it up. We knew nothing about the timing system and assumed it would be easy for an electrician. We had 2 electricians to our property and neither one knew anything about this system or how to hook it up (there were no instructions), *************** did run the electrical wiring and place a circuit in our house. Within 2 months, we were having sewage water in our yard. ASAP came out and said the system wasnt functioning properly and the pump was running all the time and the system was full. They blamed SJ Engjneers. We contacted the engineer and they explained that it was an installation problem and that Norweco system needed to be fully installed (including the timing system) by a Norweco certified installer. **** and SJ Engjneers did come to our property 2 weeks ago and **** refuses to take responsibility for not competing the installation that they were fully paid for (namely installing the timing system). Not will they give us any names of someone that could properly install the system. I have been patient but they are now not returning any phone calls or emails.

  Business response

  04/05/2023

  We are in the process of trying to resolve this.

  Customer response

  04/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They have reached out on 4/4 and indicated that they will complete the control installation, but there has not been a date/time made for that to occur. We are still waiting to hear from them regarding a timeframe.
  
  Regards,
  
  *******************************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted to install a toilet and pump on 3/1 & 3/2. after receiving a detailed proposal we gave a deposit of $3908.34. When the plumber arrived, he was not prepared to do the work that was proposed and was not familiar with what needed to be done. After discussing the job on the phone with a supervisor off and on for 2 hours, it was determined that the original proposal was wrong and could not be completed as proposed. We decided not to move ahead with this company at this point and I called the general manager, ****, to discuss and to request my deposit back. **** was not interested in what went wrong with the job, yelled at me, and hung up on me. I called back to speak to the owner but **** would not let me do so. He then blocked my phone # so I could not call back. He has yet to return our deposit a week later.Along with this, we had this company install a new heating system in in Feb. Since my phone # is blocked and I am unable to call, I will not be able to call for service which is under warranty and for which we purchased a maintenance service agreement. This is a breach of contract.

  Business response

  03/10/2023

  On 2/21/2023, We had our technician, ******, service ******************* leaving her with an estimate for the pump she is referring to for her toilet. Unfortunately, the technician did not take into consideration that the wall the toilet was on was an exterior wall. 
  
  When our senior technician, ****, went out there to do the installation for ******************* on 3/1/2023, he noticed this discrepancy during his pre-job walkthrough, a process we implement to ensure customers and our technicians are on the same page at all times prior to any work being done, and immediately brought it to her attention. He told her that the job can and will continue, the only change required was for the pump to be moved to a different location given that you cannot install a pump in an exterior wall.
  
  At this point, ******************* became irate and rude yelling at our technician and his helper that she doesn't want to do his checklists, demanding the intial tech, ******, return to do the work and demanding **** to leave her home. Then, proceeded to call the office to tell us how **** is, "completely incompetent, and doesnt know what he is doing" and was requesting a refund. **** is one of our most experienced technicians, and far more seasoned than ******, so sending ****** back to do the job was impractical.
  
  Alerted to this complaint and familiar with *********************** demeanor from the previous Heating installation we did for her on 1/24/2023, we instructed our CSRs to do their best with the situation and give ******************* a full refund as she requested, which we did, as the refund was processed on 3/1/2023 from our software.
  
  ******************* then began to make threatening remarks to our CSR demanding that if she does not come pull us away from our meeting to speak with her, that she would write a massive slander campaign about us on "every review and blog site she can find". 
  With the situation notably escalating, **** took the call.
  
  Once on the phone, ******************* asked **** if he remembered speaking with her in January/February regarding the Heating installation job we completed for her. **** replied, "I do. What can I do for you today, *****?" ******************* then told ****, "Maybe I should speak with the owner, since you seem to have a F***ing attitude."
  
  I was already aware of the situation and am the one who made the judgement call to give ******************* the refund she requested due to her discontent with the job and her lack of want to complete the job in the way **** proposed to her. That being said, **** told her that the owner was the one who made the determination to issue the refund and was still in a meeting and would not be able to take her call at the moment, but would return it when he was available.
  
  ******************* began yelling at **** and demanding to the speak with the owner that very instance and telling him all she wants from us is to be treated with respect, which she was throughout this entire process until she became intolerable through her tone and verbiage. **** told her that respect and an opportunity to correct the discrepancy was all that we are looking for as well, but to make judgement calls and insult ****'s technicial expertise because she was simply unhappy with a mistake our estimator made was uncalled for and that **** is by far the most experienced and well-equipped person to do the job for her, but he could not continue given that she threw him and his helper out of her home, so issuing the refund she requested was the best path forward. 
  
  She did not want to hear any of that and was belligerent throughout the call. Not seeing a resolution to her anger given that now the refund wasn't even good enough, **** told her that he was not going to continue arguing with no resolution in sight and told ******************* her call would be returned and ended the call.
  
  She then began repeatedly and rapidly calling back, **** answered the phone directly the second time he spoke to her and said, "*****, you will get your refund as it has already been processed, and ***** is still in his meeting. I am not going to try to pull him from his meeting when he is the one who directly made this determination himself."
  
  ***** then began shouting, "I want my F***ing refund for this F***ing heating system too and I'll keep F***ing calling until this is resolved." At this point, with her being unreasonable, inconsolable, and clogging our phone lines, we decided to formally cut ties with ******************* and block her number entirely. it is important to note that following blocking her number and her realization of this, she began calling off of her partner's number and harassing the business until we were forced to block her partner's number as well. 
  
  As for *********************** service agreement with us, there are 3 things to consider here:
  
  1. Her Heating & A.C system, like all units, come with a manufacturer warranty that is hers and can be serviced by any licensed HVAC company, so she would not directly need us to service the unit.
  
  2. With our service agreements come a 15% discount capped at $300.00 off the total of the job, which ******************* received that discount on her initial quote. With her service membership being priced at $289.00, we would be more than happy to release ******************* from her service contract pending her payment to us of the $11.00 differential between the initial price of her service contract and the now overpaid refund she was given/processed on 3/1/2023
  
  3. This is not a breach of any contract given that nowhere in our service agreement does it state that we are obligated and/or required to honor the completion of a service contract for an estranged customer, especially of this nature.
  
  
  As for a resolution to this:
  
  1. Again, *********************** refund was applied the same day of the complaint. Based on our experience, refunds can take 3-5 business days, so the delay in transfer of funds would lie on the bank(s) and not us directly.
  
  2. ******************* would owe us $11.00 to be released from her service contract and we would be happy to oblige pending this payment.
  
  

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