ComplaintsforRichard P. Waltz Plumbing & Heating Co. Inc.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 10, 2024, I contacted the company to request a quote for services to replace several old gate valves, and to install a Flood Stop provided by me.On April 11, 2024 a young man from their company arrived to collected the necessary information to have a quote prepared but did not provide said quote onsite. He indicated that a quote would follow, early the following week.The young man also indicated that he would install my owner provided Flood Stop that day, but that service was not discussed to be performed that day until all other work was quoted. Regardless of their intent the completion of this service was not discussed prior to his visit.The young man left after charging me $206.25 without providing a quote. After receiving nothing through Tuesday, April 16, I called to ask the status of the quote. I was told that they would have to get with the young man who was onsite and get back to me. No one ever followed up.I called again yesterday and was told that I would need to speak with the Operations Manager, ***********************.This morning, I spoke with ****, who was incredibly belligerent and abrasive about their fees, and said that they are primarily an "emergency service provider -- so perhaps this quote slipped through the cracks, but that I still owed the charge."He provided no apologies for the mishap, no offer to find the quote and send it to me, and firmly that he would not provide a credit for the charge.I asked him politely several times to do the right thing by providing the credit, since I received nothing, not even the quote. Instead, he reiterated their charges, and indicated that I was lucky that they didn't charge me even more.This kind of unprofessionalism and frankly fraudulent charges from a service company is absolutely unbelievable. I'm out $206.25 from this company, when they never provided the quote, nor any other service.

  Customer response

  05/31/2024

  I have not heard from the business in response to my complaint.

  Thank you for your follow up. Since I also reported this fraudulent transaction to the credit card company with whom I made payment, after their investigation, they refunded the costs to me.
  
  As a result, I personally dont require additional follow up from your office, and will simply never do business with the plumbing company again.
  
  I do, however, fully believe their business practices are highly questionable, and should be on record with your office.
  
  Thanks again for your follow up.

  

  Business response

  06/02/2024

  This call came in as a service call for 2 things. 1st issue was to install a customer supplied flood stop for a water heater. and 2nd issue was to make a list for material and parts needed for other valve work. Before being dispatched to ****************** house he was informed of our rates and charges. He signed a letter confirming what our rates would be. When we arrived at his house, he didn't have the correct part so it couldn't be installed. We did take a material list for his other issue. Shortly after this call ************** disputed his credit card payment through square. The operations manager did speak with ************** regarding this call and did offer to credit him back for a quarter of an hour of time. ************** was angry at this point and said a few choice words to the operations manager and then hung up on him.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were previously customers of ********************** **** ********************** and **********************. I called their office this week on 4/25/2024 as our kitchen disposal had stopped working. Their office scheduled a technician to replace it on 4/26/2024. We talked briefly about what type of unit to purchase and I bought an Insinkerator replacement at ********** for installation the following day.The technician showed up as scheduled. He opened the box, looked under the sink and told me that I had gotten the wrong one. I told him I could return it immediately and get another. He told me he couldn't wait and then handed me a bill. Being previous customers, I understood the cost of having a technician dispatched. However, the technician was here for approximately 5 minutes and opened a box. For $165. I contacted their office and after I asked for another appointment I was told I would be charged another $165 for the next visit. When I asked if that could be waived I was told to speak to the office manager. When I asked to speak to him I was told he wasn't available. They never called back and I have had another vendor here to do the job.

  

  Business response

  06/02/2024

  It is our policy to charge a 1 hour minimum on all service calls. It is unfortunate that I didn't get to speak to her myself, or that we didn't go out and install the correct garbage disposal, as I would have waived the travel charges there and back as if we had never left the first time. However, since she had someone else install it, we are not able to do that.

  Customer response

  06/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I called their office on that very morning and was told that the manager was not available. I asked about getting the disposal installed on another day and having the service call charge waived, but I was told that only the manager could do that. I waited to hear from the company but got no call on Friday or on Monday, so I contacted someone else.
  
  I understand that the policy is to charge a 1 hour minimum on all service calls, which I have gladly paid in the past. This company made no effort whatsoever to contact me. Im pretty sure I wont receive a $165 refund, but I do feel that is a fair remedy.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 15th. 2023 a plumber from Richard P Waltz called me at 8am and arrived at my house at 8:30am. He assessed 3 plumbing issues: need to replace outdoor spigots and toilet due to age and an issue with the bidet. Plumber replaced one gasket, and checked two toilets thoroughly for leakage. ******* wrote up bill. I knew I would be charged $150 for time starting with departure from Waltz office. ******* charged me for 30 minutes on a ten minute drive - in both directions and for 20minutes taken to write up the bill. Total bill $396.90 included charges for time to write up bill and another 30 minutes for drive back to waltz warehouse. I was never told I would be charged "door to door" and therefore I paid $250 of the bill. ******* also turned off water from downstairs valve for outside spigot without my asking him to do so. The valve gave way and began leaking. Plumber closed it permanently. Additional work (replacing old valve) will now be needed to turn on.

  

  Business response

  06/02/2024

  It has been our policy for at least 10 years that we charge door to door and each customer is explained this when they call for service. **************** has used us in the past 11/15/2023 service call and there was no complaint before. The plumber turned off the water for the downstairs valve because she pointed out the valve to him and that it was open so, he closed the valve.

*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. ↩