Business ProfileforWestern Mass Heating, Cooling & Plumbing, Inc.

I had a hot water supply line for my kitchen sink that was leaking. I wasn't able to replace the line, because of my physical limitations. I was able to get hot water, but I was shutting the supply valve off when I wasn't using it, so that it didn't leak. I called Western Mass Heating and plumbing, explained exactly what I needed- a plumber to come and replace the hot water supply line under the kitchen sink. They sent a plumber who was very pleasant, and after almost an hour under the sink, the plumber said that yes, in fact, the hot water supply line needed to be replaced, but that she wasn't able to do it. She said I would have to contact the faucet company for the part. Unfortunately, the plumber made the leak much worse, to the point that we could no longer use the hot water at all without creating a flood. The plumber left. A few days later, I received a bill for $180.00. The bill stated $100.00 for coming- which I understood; and $80.00 for "diagnostic." I called the company to complain that there was no "diagnostic" involved; that I had already told them what the problem was, and that I was happy to pay the $100.00 fee for the plumber to show up, but that she had in fact made the leak far worse than it had been, and fixed nothing. I received an email stating that I misinterpreted the term "diagnostic," and that I had to pay the entire $180.00. I emailed back that I simply wasn't willing to pay the remaining $80.00, because they didn't "diagnose" or fix anything, and that they made matters worse than they were before their visit. I'm still being billed by them with additional late fees. I am simply not willing to pay them another penny. I had to call a different plumber, and a week later, he came, changed out the supply line in 30 minutes, charged me $175.00, which I happily paid for a job well done.

Hi Bruce, I apologize for how this took place. I'm not sure if this was ever communicated on our end but the intension was for us to replace the part as soon as it came in and you wouldn't see another bill because the labor was already invoiced.

Since you had someone else complete this we did delete the $80 balance. If you received a statement recently it was by mistake and we will make sure our system shows 0 balance.

Please feel free to contact me anytime if you would like to discuss any further.

Scott C*****, President.