ComplaintsforAuchinachie Plumbing & Heating

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 11th 2021, Auchinahie reported to my home to 'address sewage backing up into the footer drain' and to 'diagnose a chronic problem' so this could be dealt with and prevented in the future. The technicians who initially reported came without an operational jetting tool or battery for their camera. They were able to get the water to clear the drain but hadn't provided an explanation to the 'chronic problem'. A manager was contacted and an experienced plumber came out. We were told that the problem was a pipe that was worn through, which could be sleeved using the services of a third party recommended by the technician. The third party contractor immediately asked 'Can you share the video with me? I ask because I cannot do the work if the pipe is too worn away. I will have to do my own inspection but I hate to charge you if the work is not something I can do". I contacted auchanahie over a month ago. They refuse to share the video, specs on the pipe, or location of the damange.

  

  Business response

  09/27/2021

  I am in receipt of the complaint filed by ******** ****.  I reviewed the complaint and discussed it with the personnel from my company who were involved when dealing with ********.  After reviewing all of the paperwork regarding this job, please allow me to share with you what I discovered concerning her complaint.We arrived at ********’s home on June 11, 2021.   The original call was for concerns with her drain line that was backed-up.  My technician, (Rashad) discovered that the main drain line was indeed backed up.   He inspected several cleanouts throughout the property to ensure that the line was backed up.  Rashad ensued to remove a piece of her sidewalk to access a cleanout that was underneath the sidewalk.  Once he accessed that cleanout, he was able to see that the cleanout was installed incorrectly. He proceeded to bring this to ********’s attention.   After inspecting all of the cleanouts outside, it was confirmed that those lines were not retaining water.Rashad proceeded to go to the basement where the water was appearing when the shower or toilet is being used.  Rashad was able to find a cleanout in the basement that he could access.  He presented ******** a proposal to clean and camera the line.  Rashad was able to clean the line and afterwards was able to detect with the camera, that the line was collapsing and deteriorating on the bottom half of the pipe.  Rashad showed ******** the actual damage of the pipe that the camera displayed.  Rashad proceeded to inform ******** on the actions that would be needed to correct the problem.  ********’s response was” I will have to have my dad keep an eye on it and explore other options if it gets worse in the future.” At this time, we completed the drain clearing.  We made sure ******** was happy, we packed up and left.We were called again 14 days later on June 25, 2021, for the line being obstructed again.  We proceeded to bring the jeter back and continued to clear the line again.  Once we cleared the line for a second time, we made sure ******** was happy again.  Once we confirmed she was happy and there was nothing more needed from us.  we packed up and left again.According to ********, she wants to get a second opinion, I encourage her to do this.  However, I would strongly recommend ******** to use a reputable company, one that has the appropriate equipment and training to diagnose the problem accurately.    Unfortunately, at this time we will not provide the data ******** is recommending for my competition.  We devoted a large amount of money in buying and training on this kind of equipment.  We do this so we can diagnose the problems accurately.  In conclusion, we completed the service that ******** requested from us multiple times.  I want to remind you that each time we completed both tasks, ******** was completely satisfied with our service.  It is unfortunate that ******** is now unhappy with us since we will not share our data and findings with our competition.  Please note, we have nothing to hide, we presented ******** with all of our findings when we were at her home on June 11, 2021.  Regrettably, at this time we will not be forwarding any of our data, nor will we be issuing any refunds for the service we provided.   There is no reason for a refund, and it would be silly for us to supply our competition all of the information we collected.  If you have any further comments or concerns, please do not hesitate to call me.  Thank you for your time. Sincerely,Chris H******* Sr. Vice President

• Initial Complaint

  07/12/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Last summer I hired Auchinachie to install Central Air in my home. They came and installed Central Air for approx $9000.00. Summer was nearly over and it seemed to work. This year Summer came earlier and the thermostat would not hold the temperature. They replaced the thermostat and the replacement didn't work either. My cooling costs became excessive. I had the thermostat changed again 7/2021. After Auchinachie changed the thermostat, the ey told me I needed $9000.00 in repairs to make the Central Air work correctly. They called it the "Platinum plan."Apparently, Auchinachie forgot they did the work and were there based upon the warranty. Soon the same problem occurred with the replaced thermostat. The techs from Auchinachie were apparently correct when they said that the Central Air System needed repairs to make it work correctly. I simply want what I contracted Auchinachie to do, install Central Air in my home.

  

  Business response

  08/02/2021

  I am in receipt of the complaint filed by ****** *****.  I reviewed the complaint and discussed it with the personnel who were involved when dealing with ******.  We received the complaint on July 12, 2021, and we resolved his concerns on July 14, 2021. As of today, August 2, 2021, we have not had any more calls or concerns at ****** ******* home.  At this time, his job is a 100% complete and ****** is 100% satisfied.  If you have any further questions or concerns, please do not hesitate to call, or email me.  Again, thank you for your time.  Sincerely,  Chris Holleran Sr. Vice President
  
  

*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. ↩