ComplaintsforPhil Kerr's Plumbing Heating & Air Conditioning Co

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is ****** ******** & I am a senior citizen on a fixed income. Leading up to my complaint against Phil Kerr Plumbing, I was experiencing problems with my air conditioning unit freezing up & not cooling. I called Armstrong Plumbing, Air, Electrical & Mechanical. They got my unit thawed & working in less than an hour. Then a week later it froze up again, so Armstrong came back out. My point is that Armstrong was in & out, problem fixed, in less than an hour each time. On Monday July 11, 2022 I called Phil Kerr plumbing because one of the Armstrong men told me Sunday night, July 12, 2022 , that water heater was leaking. My complaint is the fee they charged. They charged me $850 to just swap the units, so I asked for an itemized statement & they refused to do so. I called Phil Kerr co. & the woman who answered said she would have a dispatcher call me. the call never came. That woman also stated that she quoted me that price over the phone & I said to go ahead with the job. I have no memory of that conversation taking place. I could not have let this slide without reporting this to you, the BBB. Had I checked them out on social media, I would have been forewarned by other disgruntled customers of theirs, & saved myself much grief & money. Thank you for listening to my complaint, I have never done this before & it feels good to tell someone who can try to do something about it. These are exorbiant pricing practices by Phil Kerr. P.s On top of the above mentioned, the Phil Kerr plumbers left the side gate open & my dog ran away!

  Business response

  08/08/2022

  Business Response /* (1000, 5, 2022/07/27) */ She was given a price over the phone and by the tech when he arrived. He got the water heater draining. Took the info on the water heater and went to the supply house to get it warrantied. Picked up the new water heater and returned. There was another company (Armstorng) on site working on the HVAC system in the same closet as the water heater. There was not room for both. Tech left job to give them time to finish. Tech came back after a few hours and the other company was still on site. they moved outside so the tech could remove the old water heater and install the new one. This cost included parts and labor. A permit with the city of Lubbock (which is required on gas appliances) was pulled. After job was completed, the tech cleaned up and loaded old water heater up on truck. Tech took water heater to the supply house to complete the warranty process. A city inspection was called in and job completed. Our set price included necessary labor, travel, parts, warranty, end etc to complete job. The customer did not have to accept our price. We also did not go in the gate, we were only in the garage closet. This customer has a history of complaints about pricing. We wrote off a balance that they refused to pay several years ago. We went to help her out since she was widowed.

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