ComplaintsforPohlman Plumbing, Inc.

• Initial Complaint

  12/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 17, 2022, I purchased a new 40 Gallon Natural Gas Water Heater for my Rental Property, (See Invoice # ****** This contract also included my first-year prepaid maintenance fee of $339.00 (Club Membership, PLATIMUM) for Fall/Spring. The installation was performed expediently and professionally. On September 26, 2022, the Rental Property was completely destroyed by a house fire. I have contacted Pohlman's at (XXX) XXX-XXXX to request a refund for the prepaid maintenance fee from the Billing Dept. to no avail for the last 60 days. There is an Answering Service but there is no Follow-Up Communication after messages are transmitted to an Office in Linthicum, MD. As a Maryland Landlord, and Residential Customer, I have been totally ignored.

  Business response

  01/11/2023

  Business Response /* (1000, 5, 2022/12/12) */ This customer chose to get a service contract. This contract is billed up front and lasts for 1 year. Currently next month the year is up. The service contracts are non refundable contracts paid in full for a year at time of purchase. There are no refunds. As you can understand, a customer could purchase the service contract then after 3 months decide they dont want it and request a refund, it doesnt work like that. There will be no refund issued. Thank You Consumer Response /* (3000, 7, 2022/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Club Membership (PLATINUM) is NOT a Service Contract. It provides discount rates on all three services, no dispatch fee, and one PM for heating and on PM for cooling. The Plan is "open-ended" with NO Start Date and NO Finish Date. See p.1, Para. 2, Quote #620. If the customer decides to schedule the PM, then Pohlman recommends one in the fall and one in the spring. Therefore, I am not obligated to schedule two PM services on a new, nine-month old, 40 Gallon Water Heater, 6 YR Warranty, which was destroyed in a house fire, on or before 17 Jan 2023, to avoid losing my justified request for a refund of $339.00 which was prepaid on 17 Jan 2022. Business Response /* (4000, 9, 2022/12/14) */ Again, as previously stated. the $339 that was paid is for a year long of club membership, service agreement. This is charged upfront for 1 year. The money is paid for a year, and is renewable after 1 year. It is the customers responsibility to schedule for the routine maintennaces. If you dont use the membership or maintenance, it does not warrant a refund. Its like insurance, i cant call my auto insurance after a year of paying them and ask for a refund cause i didnt get into an accident,GIVE ME BREAK. THERE WILL BE NO REFUND Consumer Response /* (4200, 11, 2022/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, there is no excuse for rudeness! As a previous customer and consumer, I am attempting to understand your logic concerning my loss of my Water Heater due to extenuating circumstances. Are you saying that the PLATIMUM Fee was applicable only to my furnace and my A/C because I never had any routine maintenance performed on the first Water Heater installed by Pohlman years ago? In other words, did I unnecessarily pay for for a not needed service contract for the Water Heater? Kindly provide me the Name of the Manufacturer, Model and Serial Number for Invoice # ***** dated on Jan 17, 2022. I am seeking information based on the principle of conducting business, without any desperation for a refund from Pohlman Plumbing & HVAC.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 22 April 2022 we were provided an estimate for replacing a residential HVAC system. On 8 May we provided the signed estimate indicating that we wish to proceed with the installation. On 20 May 2022 Pohlman's picked up the deposit required for them to begin the installation. After weeks of emails, texts and phone calls, They (Pohlman's Plumbing) work began on 14July 2022. Here is the timeline for what has happened: 22 April 2022 - Pohlman Plumbing provided an estimate on installation of HVAC system for upstairs and downstairs 8 May 2022 - We returned the signed quote 13 May 2022 - Emailed **** Pohlman and requested update on start date 20 May 2022 - a representative from Pohlman picked up the check for down payment 1 June 2022 - asked when the work would start on the HVAC installation, response was that they had half of the following week (8 June) and all of the following week (13 - 17 June) for installation 8 June and 13 June 2022 - Texted Pohlman manager about the start date 16 June 2022 - Supervisor responded that they were still missing a piece of equipment and could not start 27 June 2022 - Emailed Business to inquire about the start date 28 June 2022 - Texted Supervisor Requesting status on start date 5 July 2022 - Emailed company to request update on status of start date 6 July 2022 - Emailed company owner to request update on status of start date 7 July 2022 - notified by supervisor that they had all of the equipment and would start 13 July and complete the following week 14 July 2022 -Company (Pohlman) started installation As of today (17 August 2022) the work still has not been completed. There are days when they do not come at all. I understand that situations come up where they must handle service calls with maintenance agreement customers, but they do not call to inform us that they will not be coming and my wife is waiting for them all day.

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