ComplaintsforB & B Plumbing & Heating Company

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repairs made by a heating and cooling technician resulted in and inoperable unit. The owner of the company returned my voicemail promptly the next morning however she insisted that the technician would not come immediately because he had other appointments that she was unwilling to reschedule even though he caused the problem. She was very insulting talk down to me and did not accept responsibility. I’ve had the other problems with this company’s plumber in September tearing off a wooden baseboard scratching my countertop and then claiming they didn’t do it. I shouldn’t have to watch these technicians working to ensure that they are not damaging my property nor should I be talked down to and disparaged when I have a legitimate complaint about the quality of the work. Please do not publish my name or address anywhere including on the Internet. Please contact me only via email. I would like a reduction in the cost of at least 10%

  Business response

  10/11/2021

  To whom this may concern:
  Re: Complaint from Ms. ***** ******.
  B & B Plumbing and Heating Co. was out to the home of Ms. ****** on 10/04/2021 to install a new double shaft blower motor, capacitor, and left blower wheel on her HVAC unit.   When the technician left the home, the unit was working properly.  Sometime after the technician left the home the unit started to rattle again.  Ms. ****** left a message on the general voicemail line sometime Monday night 10/04/2021 or early Tuesday morning 10/05/2021.  The voicemail stated the technician was out there on 10/04/2021 and that the unit was making a rattling noise.  While Ms. ****** was leaving the voicemail, she held the phone up to the unit and you could clearly hear a rattling sound, the unit was on and running at this time.  Cody, (dispatcher/account receivable), returned the phone call around 8:00 AM on 10/05/2021 and advised Ms. ****** that Mark (the technician that made repairs on the previous day), was in a continuing education class this morning (8:00-12:00) along with the other technician (Dave L****) and the soonest appointment available would be between 3:30-4:00 PM today 10/05/2021.  Cody further explained that we would be sending Mark back out to her home since he was the technician that installed the parts the day before.  Ms. ****** at that point asked, “So since this is his fault you are sending him back out?”  Cody explained that until we were able to get back out there to look at the unit, we did not know if it was our fault.  Cody restated that Mark would be back out between 3:30-4:00 PM to look at the unit.  At that point Ms. ****** said, “I thought you said 3:30.”   Cody then explained that there were two calls already scheduled and that he would be out as soon as he possibly could but at that point it was looking like 3:30-4:00.  ***** then stated that Cody should then reschedule appointments and have Mark come back out this morning because it was his fault.  Cody again explained that Mark was in a continuing education class in Cincinnati and that he had two standing appointments for today already and that they could not be rescheduled but that he would be out between 3:30 and 4:00.
  The technician did not report to the office the morning of 10/05/2021 because he was in a continuing education class that started at 8:00 am in Cincinnati, OH.
  Ms. ****** then claimed that Mark had left marks on her floor and that she expected that he cleans it up.  Cody stated that she would make a note on the dispatch ticket to be taken care of at her appointment time.  Ms. ****** then hung up the phone.
  Ms. ****** was scheduled for the 3:30-4:00 pm appointment.  We have a 90 day labor warranty and if  B & B Plumbing and Heating Co. is at fault we stand behind that warranty, 
  Mark, upon checking his work from the previous day, explained to Ms. ****** that the blower wheel on the right side needs to be replaced.  No decision was made to have B & B Plumbing and Heating Co. order the part and repair/replace the second blower wheel.  There were two black marks on the basement floor which Mark cleaned up.
  The owner of the company was not the person who spoke with Ms. ******.
  Ms. ****** called in a weekend service call (09/04/2021) stating that there was a leak under the kitchen sink.  Luke, the plumber on call, went to diagnose the problem and found that the dishwasher was leaking and either needed to be repaired or replaced.  B & B Plumbing and Heating Co. does not work on appliances.  Ms. ****** called in and left a message on the general voicemail either the evening of Monday 09/06/2021 or morning of 09/07/2021 stating that there was a scratch on the countertop.  Cody called on that following Tuesday 09/07/2021 and left a message for Ms. ****** asking that she call us back. When Ms. ****** called back, she stated that she wasn’t sure if the scratch was from our plumber, something she had done, or the previous homeowner but that she wasn’t worried about it.   Ms. ****** asked that Luke give her a price for a new dishwasher and Cody then explained that B & B recommends customer to pick out and buy the dishwasher of their choice and then we could install it for her.  Ms. ****** stated that she did not have the dimensions and that Luke had them.  Cody advised that Luke would send them to her.  Luke texted Ms. ****** with the dimensions.  B & B Plumbing and Heating  Co.  does not believe that the scratch was from our plumber.  When Ms. ****** showed the scratch to Luke he pointed out that his belt buckle is flat and does not have any hard edges and that his shirt was covering his belt.  Ms. ****** responded “oh.”  The baseboard in front of the dishwasher was removed prior to our arrival and B & B did not reinstall it.  The dishwasher needed to be replaced.
  Lastly, the furnace is 20+ years old and is in need of additional maintenance (blower wheel) or replacement.  B & B Plumbing and Heating Co. will not be making any adjustment to the bill.

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