Ace Plumbing & Electric

"In response to comments made by Mrs. [Member Name Removed]. The job charge was $134.00 to install a customer-supplied gas log set. Once the gas log set was installed, we tested the line and our technician smelled gas coming from the wall. He immediately shut off the gas and tried to find the leak. The leak was in the bricks behind the fireplace. A price was given at that point to cut a hole in the bricks, put in a new access panel, and repair the leak. The customer approved the price so the panel was ordered. After waiting for the panel to come in, we went out to do the job and found that our original plan to repair the leak would not work. Our option was to repair the existing metal pipe. Other materials could have been used to drop a new gas line down the wall, but those materials would not pass inspection. Therefore, we only price jobs to be done to code. We do apologize that other options weren’t available, but we plan to always provide the safest, most cost-effective plan for our customers. We would also like to apologize to Mrs. [Member Name Removed] that our first plan couldn’t be done, but it is not always possible to give a fool-proof plan if the pipes aren’t visible."

"In response to the comments made by Mr. [Member Name Removed] Ace Plumbing’s normal dispatch fee for the Lafayette area is $39.00, we explain to our customers over the phone before booking the call that this fee is charged for the technician to come to their home before the technician does any work. This fee covers our technician driving to the home, diagnosing the problem and giving an up-front price to complete the repair. In Mr. [member name removed]’s case, the problem was a small leak on a supply line near the toilet, so in an effort to save the customer money our technician tightened the supply line without charging the customer in addition to the dispatch fee. We refer to this type of service as a “courtesy call” because the job is small enough that it doesn’t warrant additional charges. As far as the new toilet offer stated in the comment, all of our technicians are instructed to show customers a fixture book that shows the fixtures we offer; it is not a ploy to rip-off anyone, it is simply there to show the customer what is available. Finally, the time line of the complaint is odd. The original job was done on 8/5/2014, which is one year and four months prior to this complaint being posted; we give a 3 month warranty on residential repairs, and the work would have still been out of warranty if we charged for it. In closing, Mr. [Member Name Removed] got his problem taken care of for only the price of the dispatch fee, we are not sure what else could be expected for $39.00."

"In regards to [Member Name Removed]'s posting. Ace Plumbing gave the customer (2) estimates to run a gas line for (2) fireplaces; (1) estimate was to run a gas line to an individual outside fireplace, the second was to run a gas line to (2) outside fireplaces. Before starting the job, the customer decided to do the work for (1) gas line. Once we started the job the customer wanted our technician to run the gas line to both fireplaces. At the end of the day, after our technician left the customers home with plans to return the next day to run the gas line to the second fireplace, the customer called and decided they only wanted (1) fireplace connected. Our technician accidentally cut an unmarked utility line while trenching. Our technician made the customer aware of the cut wire and left it exposed as the customer said they would make the repair themselves. Before the customer was able to complete the repair, rain washed dirt back in the hole so our technician returned and exposed the line again at no charge. Before starting the job the customer did sign a disclaimer saying: “Ace Plumbing will not be responsible for damage done to any underground piping or utilities on the owner’s property that are not located by owner. Examples of this would be an electric line or any other lines that are not marked out when we call Dottie. Final dress-up of the yard is not included. Ace Plumbing will backfill all trenches to the best of our ability and as neat as possible before we leave the job. Some sinking and settling of dirt may occur after heavy rains.” Our technician was unable to complete the proposed work of connecting the gas line because the customer supplied fireplace was missing parts. Our technician got with the customer and recommended contacting the manufacturer to obtain the missing parts. We never heard from the customer after that."