D&R Plumbing, Heating & Air, Inc

"I want to say that I am sorry for the leak, but it was 3 years ago & it was on the upside of the repairs that was done 3 years ago. The original work was not from the inside. To have it done on the inside would be much more involved & would require excavation on the inside of the home. In regards to the outside - We all agree to have the whole line replace up to the home as close as possible & to have it replace out to the meter meter in the yard as well. Again there was no way to guarantee how the pipes were running under the slab under the home & all the cost / repairs were agreed on back over 3 years ago and was approved and inspected by the local inspector & paid in full with no issues. Now its three years later, the quote from this past weekend was from my excavator to come back out & that was even to have it done on a Sunday as you called on Saturday. I am sorry, but it was a weekend and a Sunday as you requested. I mentioned to your husband that if he was to dig up the area & to have just myself come out to make repairs would be about $400 depending on parts. He showed me pic and was able to get a friend to fix the broken pipe that was clearly on the upside of the repairs. The existing black PVC water line can get very brittle & there is even a chance of future cracks are breaks in the future as your husband is very much aware can happen again. Your husband called me & thank me for my time over the weekend & was appreciative for my comments & recommendations on how to save money. He also wished me well on my family issues that we are going thru & I knew that if he was able to get the area open for a spot repair, the repairs would be easy. I am always open to my customers & have been in business for over 25 years. We are family owned & operated, I am again happy that it is all fixed & working & glad that I was able to work with your husband on my suggestions to help him thru this process to get the line fixed so that it was not as much, especially over the weekend. Thanks again - Richard"

"Mark was told price up front and that there was a main blockage in the line, We had to use our heavy duty machine to open up the line and it took more than 30 minutes, We always have to have two skill technicians for main line cleaning of the sewer lines and the entire system was checked, They were happy with the service and did not complain about writing out the check for the service work that was done. Mark was also told that there could be some other issues with the sewer line, because we could only go out approximate 35 feet. We made it clear that if we would have to return that there would be no additional charges and that we would come back out and auger the line again with no charge and we would also run the camera for free as well to help determine if there is an issue out in their yard approximate 35 feet. I do not know of a company out there that will offer that guarantee. We are always willing to work with our customers and do our best to let them know the costs up front. We work hard to provide the best service possible for our customers and appreciate your feedback."

"Thanks [member name removed] -- Please keep in mind about our suite at the US Cellular Coliseum that is free to customers and employees for all events."

"We are sorry that you feel this way on this service call -- This was not our fault and we did try to fix the leak that was at one of his valves and there appeared to be no other leaks and that the freon was holding at the time of the service work. Owner was made aware that the repair might not hold and that there could be a leak in the coil if the freon leaks back out, and if it does that he might have to replace the coil. When [member name removed] called to have our company come back out, Our HVAC tech was not available at that time and was willing to come out after hours the same day at no additional charge, but That was not fast enough for [member name removed]and he called out a different company. We told [member name removed]that we would credit the previous charge to the replacement of the coil, But we were not able to get out to his residence as fast as we wanted us to respond. But, We did respond and the charges were broken down and it was 2.5 hours and not 3.5 and that is what the ticket shows. We are always willing to work with our customers and do our best to let them know the costs up front. We work hard to provide the best service possible for our customers and appreciate your feedback."

"I am sorry that you feel this way on the service call -- First I did apologize and it was for a personal family matter that I was not able to get out that day and you were fine with that, and said that coming out the next day was fine and we had it arranged for the sevice to be done. The charges were given up front and we always have two men on a main line augering, It is a big piece of equipment and it does take two service techs to operate that equipment and for safety reasons as well. The charges was for the time it took for the augering and past the first hour for opening up the main line, which you were very well made aware that it might take more than an hour because of the roots and debris in the line. The line was cleared and flushed out multiple times. I always give our charges up front in regards to augering, because there are those factors that can come up and unforseen issues that part of the augering trade. In this particular case the repair did turn out to be more than a standard augering due to some additional work necessary in your case, because it took longer to clear the line. Those charges were made aware to you up front and you gave us the approval and the keys to proceed with the job. We are always willing to work with our customers and do our best to let them know the costs up front. We work hard to provide the best service possible for our customers and appreciate your feedback. ."

"Price was very fair for a Bradford White water heater - There are companies charging twice that amount for a Bradford White - I am sorry for the concerns and I only wish that I could have recieved a phone call on it so that we could have addressed any and all concerns -- We are a very small family owned company and we have a very good customer base and are well known for our good service work. There was no stress on the lines and I can assure you that there is no warrenty that will be voided. I will contact the homeowner on the flue pipe to make sure that this is addressed. Thanks for the review."

"Price was very fair and yes we did charge overtime for weekend service -- It was time away from my family and I charged accordingly, in regards to hassle them for payment -- That is just not the case. We are a small family own company and we do not allow 28-30 billing unless you have a history with our company. There are alot of people out there that do not pay there bills and for service work on residential there are very few that do billing. They were happy with the service and it was not until later that made their comments or concerns, They could have provided the sump pump and we would have just charged labor for the install, Still would have been double time for the labor. Very sorry that they were not happy in the end, but for what we did and the time frame and the emergency situation, it was fair and they agreed and paid. In regards to the play area, She has no clue -- The company sponsors that for the kids and we are very well known in the community and our repeat customer base is one of the largest in the area."

"WOW - WHAT CAN I SAY, NOT EVEN CLOSE. SHE WAS TOLD A PRICE OF 800 - 900 IF IT WAS GOING TO BE A SIMPLE CHANGE OUT OF THE WATER HEATER. BUT TRUST ME THERE WAS NOTHING SIMPLE ABOUT THIS WATER HEATER. FIRST OFF WHOEVER INSTALLED THE WATER HEATER 9 YEARS AGO, IS LUCKY, IT WAS NOT EVEN CLOSE TO BEING INSTALLED PER CODE STANDARDS. WE WENT OUT TO DO A FREE INSPECTION AND IT WAS AT THAT TIME THAT I TOLD HER THAT THERE WERE GOING TO BE ADDITIONAL CHARGES. THAT THE CHARGES WILL FALL BETWEEN 1000.00 - 1100 DOLLARS, SHE SAID FINE AND WE TOLD HERE THE REASON WHY THERE WERE ADDITIONAL CHARGES. LETS REVIEW: 1. THERE WAS NO VALVE TO ISOLATE THE WATER HEATER, WE INSTALLED THE PROPER VALVE, 2. ALL OF THE EXISTING WATER PIPING WAS IN POOR SHAPE. I TOLD HER THAT THIS WOULD BE REPLACED AND THAT IT WOULD BE BROUGHT UP TO CODE STANDARDS. 3. WE HAD TO REMOVE ALL THE TRASH AND DEBRIS OUT, BECAUSE IT WAS A FIRE HAZARD. IT IS AMAZING THAT THESE PEOPLE ARE STILL ALIVE. 4. GAS LINE WAS NOT PER CODE. THIS IS THE ADDITIONAL 92.00 DOLLARS, ONLY BECAUSE IT WAS AFTER THE HEATER WAS REMOVED THAT IT WAS DISCOVERED THAT THE GAS LINE WAS IN POOR SHAPE AND NEEDED TO BE REPLACED AND INSTALLED PER CODE STANDARDS. 5. A N36 HAD TO BE INSTALLED BECAUSE THE NEW HEATER WAS A BOTTOM FEED HEATER, THE EXISTING HEATER WAS NOT EVEN DONE CORRECTLY. 6. IMPROPER UNIONS WERE USED ON THE OLD WATER HEATER, WE INSTALLED THE PROPER UNIONS FOR THE WATER HEATER, 7. ACCESS TO THE HEATER WAS NOT THE BEST....HOWEVER IF THIS WAS THE ONLY ISSUE, I WOULD HAVE DONE THE INSTALL FOR AROUND 800 DOLLARS, BUT IT WAS NOT EVEN CLOSE....I DID GIVE HER A GREAT PRICE AND SHE KNEW THE PRICE BEFORE WE STARTED. I ONLY GAVE HER THE ADDITIONAL MONEY BACK BECAUSE I WISHED I WOULD HAVE CAUGHT THE GAS LINE ISSUE AND I ADDED THE 50 DOLLARS BECAUSE WE DID LEAVE A PIECE OF INSULATION ON THE GROUND, HER YARD WAS NOT TRASHED AS SHE CLAIMS. ALSO, HER MAKING A REPORT ON ANGIE'S LIST WAS NOT A FACTOR. I AGREED TO THE INSULATION ISSUE AND TOLD HER I WOULD GIVE A PARTIAL REFUND TO MAKE HER HAPPY. THE JOB WAS DONE CORRECT - PER CODE - AND I CAN ASSURE YOU THAT THERE WILL BE NO LEAKS - AT LEAST ON THE PIPING THAT WE INSTALLED, WE DID DO OUR PART...WE MADE HER AWARE OF THE COST ISSUES, AND MADE GOOD ON ALL COUNTS - SHE IS JUST MAD BECAUSE SHE STILL THINKS THAT YOU SHOULD GET A WATER HEATER INSTALLED FOR $400.00 - LOOK AROUND THE COST OF THE WATER HEATER IS MORE THAN THAT, ESPECIALLY A MOBILE HOME WATER HEATER. I DO WISH HER LUCK IN HER OTHER REPAIRS THAT SHE HAS ISSUES WITH AND WE WOULD NOT DO THOSE REPAIRS BECAUSE THEY DO NOT WANT IT DONE THE RIGHT WAY. I ONLY HOPE THEY KNOW WHAT THEY ARE DOING, SO NO ONE GETS SICK OR HURT."

"THIS WAS NOT A TIME AND MATERIAL PROJECT. WE TOLD THEM THE COST UPFRONT AND THEY AGREED TO THE COSTS ASSOCIATED TO THIS PROJECT. THEY PAID AND WAS HAPPY WITH THE SERVICE. OTHERWISE, WHY DID SHE PAY THE BILL IF WHAT SHE SAID IS TRUE...SHE KNEW THE COST UPFRONT AND PAID IN FULL. I DO NOT UNDERSTAND....WE EVEN TRIED TO WORK IT OUT WITH THEM AND THEY NEVER RESPONDED BACK, PROBABLY BECAUSE SHE KNEW WE WERE RIGHT. IN ADDITION HER REPORT IS NOT TRUE...IT TOOK MORE THAN A HOUR AND THERE WAS ADDITIONAL ISSUES, THEY NEVER EVEN CALLED US....OR EVEN RETURN MY PHONE CALLS."