ComplaintsforWilliams Plumbing, Heating & Air Conditioning

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had arranged for a plumber to come out to simply unhook the washer from the dryer. It is a gas dryer, which I have already made arrangements with the gas company to remove the gas line, but there was a value in place where all you had to do was shut the value off. I am the one that called and placed the work order, but the other homeowner was the one present. The plumber insisted that in order to unhook the dryer that he must cap the gas line off even though he was informed that it was being done by the gas company and there was a value to turn the gas off. This increased to $139 fee to almost $400. Work that I did not ask for and work which was not necessary. I called the company to discuss this with a manager and I was refused to allow to speak with a manager. I was told that they were using a new system of filing out a form and submitting it instead of allowing a customer to speaker to manager. I expressed that I was very upset and asked several times to speak to the manager (which they said was present at the time). I was told all I could do was fill out the form and they would get back to me in a few days. This was the worse customer experience of my life! I already feel like I was ripped off and then they refuse to talk to me on the phone when I would like to ask some questions. Both the work and being refused to speak to a manager occurred today. *** ***** ** ******

  Customer response

  08/16/2022

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

  
  

  

  Business response

  08/22/2022

  8.04.2022 Service request was made by ***** ****** to detach laundry equipment which was a washer
  and a dryer. Also scheduled for an HVAC technician to come to the home due to some duct work
  was lying on the ground that needed to be adjusted as well as some insulation had fallen, and he
  needed this put back in place.
  Our regular dispatch fee to go to a home for each trade is $105.00 plus tax plus any services. We assess
  and give pricing for services before doing any work. We do not perform any work without customers
  approval and signature.
  Due to the fact ***** needed both trades we offer a package dispatch fee of $139.00 and the first
  technician to visit the home collects the dispatch fee.
  Technician went to the home on 8.05.2022 to perform requested detaching of the washer and dryer.
  Technician presented proposal to perform the work with the pricing.
  The proposal was Trip Fee $139.00 plus tax and a fee of $192.50 plus tax for the detaching of the washer
  and dryer. ******, the other homeowner/roommate was at the home during the visit and signed as
  approval for work to be done. ****** and our technician did have a conversation about not capping the
  gas line, but our technician explained that we cannot leave an exposed gas line if we are detaching an
  appliance. Even though there is a valve, and the valve can be turned off it still leaves the possibility of
  someone turning the valve back on and an exposed, uncapped gas line can be unsafe. The technician
  explained if he touches the appliance and detaches line, he must cap it. This is a liability on not only the
  technician that last touched it but the company as well. ****** said, ok to the technician and signed off
  on estimate and paperwork.
  ***** ****** was not happy with the charges and called in to express his feeling about it. We would
  never say he could not talk to a manager, most of the time they are in the field, so we do have a process in place that the customer service reps follow up first to ensure these customer concerns are not overlooked or forgotten, which is to fill out a report, the tech that was at the home is notified as well as his or her supervisors. We had the technician that was at the home call ***** ****** since he was the one who spoke with ****** to explain the situation that went on during initial visit. The technician felt the ***** ****** understood why the decision was made and approved by ****** to move further and disconnect dryer and cap the line due to liability and safety concerns.
  ***** ****** did decide to cancel having the HVAC technician to the home, so we did refund CC the
  difference from what one single trip charge/trade technician would have been which as stated above is
  $105.00 where they paid the $139.00. The trip fee is just as it states, it is to come to the home.
  As an HVAC and Plumbing company, we as contractors working with gas piping are required to be
  licensed by the state. Must abide by the statutes and codes (see attached). The purpose of the codes is to establish standards and provide a reasonable level of safety. Alterations, renovations or repairs shall conform to this requirement. Code 406.5.2 There are no open fittings or ends and that all valves at unused outlets are closed and plugged or capped.
  We do our due diligence to propose up front pricing, recommendations and keep our customers safe.
  We do apologize for any miscommunication that may have happened, but processes were followed and
  technician followed the guidelines as he is trained.
  Sincerely,
  Christy S*********
  Williams Plumbing Heating & Air
  336-275-1328

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