ComplaintsforPeterson Plumbing & Heating

• Initial Complaint

  12/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Needed a pressure test and repair on a red tagged gas system . Was told repeatedly by Peterson's Manager/Master Plumber that they were a flat rate company?!? More interested in the pay than the job. Was charged $3,150.00 before they would schedule the repairs for November 23, 2021 . I was charged for 2 men for 2 days to execute repairs. Master plumber showed up alone, an hour late, without adequate parts or supplies to execute the repair. Disconnected 4 furnaces, a water heater and 5 ranges to install new stop valves which he claimed was a code requirement. Both county inspectors said that was not the case. Installed 12 new ball valve stops and replaced one 1 1/2" 90 degree black pipe elbow with a 24" wrench he had to borrow from me. At that point I was told that the estimate did not include reconnecting the furnaces or appliances. Finally installed a pressure gauge to test the system. Couldn't leak check either because he didn't have any CO2 or a compressor in his truck. Returned the following day, alone, when asked where his help was he called a helper. Not sure what was actually done but left for another job after an hour. Said he would see me in 5 days at which point it would cost $220.00/ hour to continue?!? Who in good conscience leaves 6 units and their occupants without heat or hot water for the sake of tying up more business? Who charges $3,150.00 for 8 hours work? Who walks away from a gas system that ended up having 23 leaks at joints that they addressed? Also repaired a pilot tube on a furnace at a cost of $181.00 that they had completely overhauled at a cost of $471.00 just 2 years earlier! Claimed it was another company until I produced the receipt. I was in the building trades for 45 years and am familiar with ethical repair practices. BEWARE of this company. Nothing short of scam artists in my honest opinion. Completely unavailable to address the wrong doings after the fact. More interested in revenue than customer fulfilment.

  Business response

  12/17/2021

  We were called out to the apartment building for repair to the gas line throughout the entire property. **** ******* the Utility company had removed the meter and placed a Red Tag on the gas line, requiring an inspection from Mesa County Building Department. We explained to the client that all the gas shut off valves would need to be replaced to the hand operable valves as Mesa County would require that based on the listed codes:
  
  International Fuel Gas Code 2021- Section 409.1.1 States – Shutoff valves shall be of an approved type; shall be constructed of materials compatible with the piping, and shall comply with the standard that is applicable for the pressure and application, in accordance with table 409.1.1
  Table 409.1.1 lists out several valve standards. ANSI Z21.15/CGA 9.1, ASME B16.44, ASME B16.33
  
  ANSI Z21.15 Section 3.2 Part IV A valve that permits control of the flow of gas from an “off” to an “on” position by means of hand operations (manual Control).
  
  International Fuel Gas Code 2021- Section 409.3.1 States: In Multi-tenant buildings, where a common piping system is installed to supply other than one- and two-family dwellings, shut off valves shall be provided for each tenant.
  
  As mentioned in the complaint, I would invite the client to provide us with the building department inspector as to have a conversation regarding this alleged statement.
  
  As client approved prior to any work performed, we installed all the materials that we had provided pricing for. We provided a Mesa County Building Permit and called in for the inspection for 11-24-21. The 1-1/2” 90-degree fitting that was mentioned was on a pipe that was penetrating through the soffit and into a 12/12 roof pitch.
  
  As our trucks have GPS tracking, our technician was onsite from 8:39AM to 6:21PM. Nearly 10 hours of time on the job. The use of the 24” pipe wrench mentioned, was appreciated at that was 4:15 pm and I only had my 18’, 36’ and 48” on my truck, my apologies for that.  Once all our repairs were made, we pressurized the system and found additional leaks throughout the system. As an attempt to help the client and the tenants, we repaired additional piping in the mechanical/laundry room with which none of the existing piping had thread tape or pipe sealant on any of the connections. After filling the system 4 complete times, we had exhausted our carbon dioxide and nitrogen tanks.
  
  The following morning, we came out to pressurize the system again for inspection, and began finding additional leaks, outside of the work we had done. After additional testing was done for 2 more hours, we then quoted out the additional fees to search for more gas leaks on your system. Client had already began opening the wall to expose more gas lines. We were not approved to continue with the additional leak locating at this time.
  
  I’m sorry you are dissatisfied with the work we performed.  We did complete all task that were quoted.  It’s unfortunate that your system was not installed properly originally and lacked thread tape or pipe sealant. We have notified the county that Peterson did not call in on 11-29-2021 for final inspection as someone else used our permit.  If you would like to have a further conversation with us, you are more than welcome to schedule an appointment with Jeff.  Please call ************. 

  Customer response

  01/10/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  

  In response to Peterson Plumbing & Heating. I enjoy fiction as much as the next guy. After having been asked three times by your technician that I was sure I would be available at 8:00a.m. for access to the property, you can rest assured I was watching the clock when he finally arrived. When I approached your technician about his punctuality, I was given a story about being short handed and having to shop for materials ahead of arrival. I digress, I’m sure your GPS shows that.

  In response to your quoting the IFGC of 2021, more smoke and mirrors. Approved valves were in place prior to your work as is evidenced by the number you replaced. That aside, I did sign off on your recommendation to replace them based on your status as a Master Plumber. After all, one does have to pass an open book test to hold that designation. I also assumed at that point that you had my best interest in mind. I had no idea that replacing the valves unnecessarily was all that your $3,150.00 quote covered, although I do have a better understanding of why you wanted to be paid in full ahead of repairs.

  According to your answer your technician spent ten hours the first day replacing twelve ground level shut off valves at or near terminus unions. This even seemed to be too much work for your technician as he used a reciprocating saw to cut pipe ahead of the unions in two locations. Also one 1 ½” 90 degree elbow that was one joint above the sediment leg of the removed gas meter. All this work occurred ahead of confirming any leaks. As you stated in your answer, your technician borrowed a 24” pipe wrench from me at 4:15p.m. which according to your GPS put him eight hours into the job without any pressure test to that point. In fact it was dark before a gauge was installed to conduct a pressure test. The next hour was spent chasing leaks in immediate proximity to the valves he replaced. The “additional piping” in the mechanical/laundry room mentioned in your answer was no exception as a valve was replaced there as well. A comprehensive pressure test was not possible because your technician was not prepared to pressurize the system beyond the one, nearly empty 20# CO2 tank brought for a system that was inspected prior to proposal. A Nitrogen tank on the van was checked and was completely empty. At this point your technician said nothing further could be done and he would see me the following day.

  Upon returning November 24th, the system was pressurized but the testing was confined to the areas of repairs of the proceeding day. The attic piping, which is the majority of the system, was never even looked at. I was told by the technician that they would need to cut the pipes in 3 places to isolate the leak and that would require a pipe threading machine be set up on site and two technicians at $220/hour. The soonest they could return would be the 29th of November, 5 days later. He also mentioned that a Mesa County Inspector was on his way out for an inspection and that if I could get the system to hold pressure before the inspection I could cancel the 29th appointment and never see him again! I waited for the inspector and apologized for wasting his time. The actual leak was found and repaired within 12 feet of the meter/soffit penetration and within 8 feet of an attic access hatch above the meter. As mentioned in my original complaint 23 additional small leaks were repaired on or within one joint of the valves installed by your technician.

  (As a side note, your technician may want to learn to use two wrenches for pipe fitting as it’s critical to keep the pipe from moving upstream of your repair. My brother-in-law (a water worker of 40 years) and I were thoroughly astonished watching your technician, seemingly oblivious to this fact, as he bumbled his way through his “repairs.” This was the reason I offered a 24” wrench for the 1 ½” portion of the repair. I was tired of watching him hammer the pipe work with a single 18” wrench. I had no idea until reading your answer that he had a 36” and a 48” wrench a few steps away in his van. Interesting considering when asked why he didn’t have other wrenches, a vice, a pipe threader, a compressor or a plumbing inventory on board he said he wasn’t in his own van that day.)

  At this point in time I am not trying to recover any remuneration from this fiasco. I leave it to the reader to determine if replacing a dozen ½” & ¾” valves should take 10 hours, or if those hours are each worth $300. Is it worth anything at all if your concerns are not addressed or that the person you’ve entrusted with those concerns is not doing his best to correct them? If this contractor was half as adept at plumbing as he is at making excuses for his ineptitude, he could probably make an honest living. I am however compelled to protect others from the blatant misuse of the licensing that misleads other potential victims to believe that there is some level of competency at the other end of an emergency call to this company.

  Respectfully submitted,

  **** *** 

  Business response

  01/11/2022

  I stand by my previous statement and the work we performed on this gas leak.

  Customer response

  01/11/2022

  Complaint: ********
  
  I am rejecting this response because: The original point of my complaint was your total disregard of any form of ethics or acceptable business practices. My opinion remains unchanged. Your standing by your continued lack of honesty in regard to events pertinent to this contract are just as pointless as your attempts to actually repair the leak. 
  
  Regards,
  
  **** ***

  
  

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