ComplaintsforJames Plumbing & Heating, Inc.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a noisy Lochinvar hot water heater. We called James Plumbing and Heating and they sent a serviceman named ****** to work on our water heater today (Feb 21, 2022). We paid them $1,808 for parts and labor including $770 for 5.5 hours of ******' time (see attached bill). ****** didn't actually spend 5.5 hours working on our project. In addition to the excessive labor charges, the charges for parts, including those that are unrelated to the water heater, have 75% markup (1.75 times the actual cost). ****** and James Plumbing & Heating refused to provide an itemized list with the cost, and they insisted we paid for the bill entirely before ****** would depart. Please see below the list of parts that ****** replaced and the prices that I found. Lochinvar condensate trap $134.60 Water temperature sensor $25.75 Flame sensor $20.80 Ignitor with gasket $30.59 Water heater unrelated parts that ****** replaced Pro-select 2.1 gal expansion tank $52.78 Resideo supervent automatic air eliminator $99.34 Taco pressure reducing valve $66.39 Watts 9D-M3 dual check backflow preventer $84.25 Total part cost = $514.5 of which $302.76 is for unrelated parts (plus ******' time to look for those parts). Actual charge for parts from James Plumbing and Heating = $898 ($383.50 markup). We would like to obtain a refund of $415.86 for this $383.50 markup plus the Gross Receipt Tax (They charged us 8/4375% GRT on the parts and labor costs of $1,668).

  Business response

  03/03/2022

  03/02/22
  
            Our company service protocol on older boiler systems such as yours, typically require replacing components that go hand in hand to have the system running at its best performance.
            Acknowledging the importance of the matter, such as the age of your boiler, last maintenance completed and findings at the time of service are primary factors. The service & parts replacement will keep your boiler system running at its best capacity       for years to come.
            Retrieving & locating parts that were replaced by us, does include an up charge, this is to carry a 30 day warranty replacement on parts we replaced if they are found faulty.
             Please understand if you had advised our technician prior to STOP and you would order all parts that our technician diagnosed and found to be replaced, of course he would of stopped work and billed up to date and left premises. However, you allowed our   technician to continue the work. See invoice for acknowledgement.
            We understand your concern, however lets look at the facts, 1.It takes an experienced technician to do installation. 2. Parts were informed, located, retrieved & properly installed same day 3. System is in good working performance due to this work        completion.
    Although, this does take time & money at the end of the day your boiler is functioning properly & efficiently.
            After reviewing the scope of work & parts replaced in its entirety, we respectfully deny your refund request.
            Please know we appreciate your business & our goal is to service boiler systems for long term performance, Which in return is a good investment for our customers.
  
    Thank you,
    James Plumbing & Heating, Inc.

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