"First I would like to thank you for calling Chapman Bros Plumbing, Heating and A/C for service on November 21, 2017. However, after reviewing the call on our recording system, as all our calls are recorded. We confirmed that you called for service and were given a 12-5 timeframe for plumbing service on your toilet and sink. It was stated on recording that we would call 20-30 minutes prior to dispatching a technician and that you needed to answer the call, because we do not dispatch unless a person answers their phone. We confirmed with you the best number to call and you gave us this number. We had a technician available at approx. 1:15 p.m. The phone number you provided for us was called at this time, there was no answer, a message was left to call the office asap, as we would be moving on to the next call if we did not hear from you in a timely fashion. Unfortunately, you never called back and when 4:00 approached we called you from the office and stated at this time we would be unable to get to your call that day, because there were several emergencies by this time. We offered to reschedule this non emergency call for you at your earliest convenience and even offered to waive the service fee and you responded to our office staff that you would call us back to do so. In your record it also shows you never called us back to reschedule the call. We are very sorry that you are unsatisfied with Chapman Bros. However, as mentioned above, and on the recorded call we advised you , you MUST answer the phone call prior to dispatch or at least return it quickly. We have other clients that are waiting to be called as well and it is not fair that we have a technician waiting for you to answer our call or in this case never return our call. We try very hard to accommodate all our customers in a timely fashion and as you can see by what was done we did. We would hope that if you have any questions or concerns you would please call our office and our manager would be more than happy to discuss future service or concerns. Best, your friends at Chapman Bros. Plumbing Heating and Air Conditioning."

"Thank you very much for contacting Chapman Bros. to assist you with your plumbing needs. We appreciate and value your business and look forward to serving you again should you need any Plumbing, Heating or Air Conditioning help. Your Friends at Chapman Bros. Plumbing, Heating and Air Conditioning"

"Thank you very much for the A rating. We appreciate and value your business and promise to provide you with 100% satisfaction. Thank you again and should you ever need any plumbing, Heating or Air Conditioning service or installations, please do not hesitate to contact your friends at Chapman Bros. Plumbing, Heating and Air Conditioning! Best Your friends at Chapman Bros. Plumbing, Heating and Air Conditioning"

"Thank you very much for your Great review. We appreciate and value your business and look forward to assisting you again in the future, should you need any plumbing, heating or air conditioning work. Best, Your Friends at Chapman Bros. Plumbing Heating and Air Condtioning"

"First we want to thank you for calling Chapman Bros Plumbing Heating and Air Conditioning to do the work you needed done. The following work was done at your home: Installation of a new basket strainer and waste arm on your kitchen sink. We also installed a new diverter tub spout. Our technician was there for 2 hours. All our technicians are well trained, we use highest quality parts and material and guarantee our work 100%. We know you will be satisfied with the work performed at your home. Thank you again and we appreciate your patronage. Best, Your Friends at Chapman Bros. Plumbing, Heating and Air Conditioning"

"Thank you very much for the opportunity to provide you with a service you needed. It has been a pleasure working with you and seeing your project thru completion. If you need any plumbing, heating or air conditioning needs in the future we look forward to assisting you again. Best, Your Friends at Chapman Bros. Plumbing, Heating and Air Conditioning"

"Thank you very much for the opportunity to provide a service you needed. It is our pleasure and we look forward to assisting you with any future plumbing, heating and air conditioning needs. Best, Your Friends at Chapman Bros. Plumbing, Heating and Air Conditioning"

"Thank you very much for the opportunity to provide you with a service you needed. It is our pleasure to assist you and if you should need any help in the future with your plumbing, heating and or air conditioning, please do not hesitate to contact us! Best, Your Friends at Chapman Bros. Plumbing, Heating and Air Conditioning :)"

"Thank you very much for the opportunity to provide you with a service you needed. It is our privilege and we appreciate your patronage. If you should ever need any plumbing, heating and air conditioning needs in the future, we are a phone call away! Best Your Friends at Chapman Bros. Plumbing, Heating and Air Conditioning"

"Thank you very much for the opportunity to provide you with a service you needed. We appreciate and value your business and look forward to assisting you in the future should you have any plumbing, heating or air conditioning needs. Best, Your Friends at Chapman Bros. Plumbing, Heating and Air Conditioning"

"Thank you very much for the opportunity to provide you with a service that you needed. We value your business and will continue to work very hard to provide the service that you deserve. Thank you again and if Chapman Bros Plumbing, Heating and Air Conditioning can be of any future service to you, please do not hesitate to call us. Best, Your Friends at Chapman Bros. Plumbing, Heating and Air Conditioning"

"Thank you very much for your A rating. We unfortunately were not afforded the opportunity to perform your work that you needed, as you had someone else there doing it when we arrived. Hopefully, next time you are in need of Plumbing, Heating and Air Conditioning services you will think of us again and let us prove to you we are the BEST! Your friends at Chapman Bros. Plumbing, Heating and Air Conditioning"

"Thank you very much for the opportunity to provide you with a service you needed. We appreciate and value your business and look forward to assisting you with any future plumbing, heating and Air conditioning needs should your need assistance. Best, Your Friends at Chapman Bros. Plumbing Heating and Air Conditioning"

"Dear Member, We are very sorry for this incident. You are 100% accurate and just in your complaint. Although the charge of $63.00 is correct, the fact that the technician did not make you aware of the charge and that he was moving forward with the work is what is unacceptable. Please know that this is not how Chapman Bros. operates. We strive to provide quality and professional service at a fair price. We also guarantee 100% satisfaction and clearly you are dissatisfied. We acknowledge and respect this so therefore, we have processed a refund check in the amount of $63.00. We hope that you would provide us an opportunity to prove ourselves again, I know you will not be disappointed. Best, Your friends at Chapman Bros. Plumbing, Heating and Air Conditioning"

"First let me begin by stating that you called our office for a price on replacing handles on two shower faucets. It is basically impossible for us or any other plumbing company to provide you with an estimate on your request of replacing two shower faucets without seeing or knowing what was involved with the replacement. We explained this when you called to make an appointment and explained our Service Fee charge then. We do not charge for estimates for larger jobs such as Boilers, Furnaces, Central Air Conditioning, Sewer Lines, Bathroom, Kitchen Renovations, Generators, etc. I could understand your feeling "ripped off" if we showed up at your door and demanded $69.00 from you after you were told it was a free estimate. However, this is not what happened. You called and stated you wanted to schedule a service call and replace the handles on your shower faucets. We advised you at this time of our billing policy, when you were quite rude to our office staff and then proceeded to hang up. Your anger with this situation is quite puzzling when all we were was honest. We also feel that your F rating on Punctuality, Professionalism, Responsiveness and Quality are unfair, as we were not even provided the opportunity to prove ourselves in those areas, as all you did was make a phone call and hang up on us. We at Chapman Bros. Plumbing, Heating and Air Conditioning work very hard to be upfront and honest with our customers and prospective customers as on the Angie's List Page for Chapman we are very clear and state we charge a $69.00 Service Fee. So between what we list on the Angie's List page and our conversation on the phone when booking an appointment it is very clear and there is no room for misunderstanding with regards to the service fee charge of $69.00. We are sorry that you feel that you were ripped off, this is not and never is our intent at Chapman Bros. Plumbing, Heating and Air Conditioning."

"Thank you very much for the opportunity to provide you with a service you needed. We appreciate your patronage and look forward to assisting you in the future with any Plumbing, Heating or Air Conditioning needs should they arise. Best, Your Friends at Chapman Bros. Plumbing, Heating and Air Conditioning"

"Thank you so much for the opportunity to provide you with a service that you needed. Please know we appreciate and value your patronage . Best, Your friends at Chapman Bros . Plumbing, Heating and Air Conditioning"

"Thank you very much for the opportunity to provide you with the service you needed. We appreciate and value your patronage and look forward to assisting you in the future with any plumbing, heating or air conditioning needs should they arise. Best, Your Friends at Chapman Bros. Plumbing, Heating and Air Conditioning"

"Thank you very much for the opportunity to provide you with a service you needed for your heating system. Its is our pleasure and job to assure complete satisfaction! We appreciate and value your business and look forward to serving you again should you need any assistance. Best, Your Friends at Chapman Bros. Plumbing, Heating and Air Conditioning"

"Thank you very much for the opportunity to provide you with a service you needed. Its is our pleasure and job to assure complete satisfaction! We appreciate and value your business and look forward to serving you again should you need any assistance. Best, Your Friends at Chapman Bros. Plumbing, Heating and Air Conditioning"

"Chapman Bros. Plumbing Heating and Air Conditioning would like to thank you for contacting us for service. We are very sorry that you were not satisfied with the evaluation which was done. However, I feel the facts should be stated clearly: You called our office on [Member Information Removed]/14/17 and scheduled an appointment for [Member Information Removed]/17/17 for the following issues; HVAC evaluation of uneven heating throughout the home as well as checking the gas fireplace for leaks. When you called for the appointment you were made aware of the $69.00 service fee verbally and it was explained this is a separate service fee which we charge and it is NOT deducted from work that would possibly get done. This is not only made clear on the phone when the appointment is made, it is also clearly stated on our Angie's List website listing and our own website. All our phone calls are recorded at Chapman Bros. and I reviewed both phone calls made to our office. The first one when you made appointment and it was very clearly stated by our office staff that there was a separate service fee 0f $69.00 and the technician would then give you an estimate of any work that would need to be done before moving forward. You actually signed the invoice of work and or evaluation to be done before doing it with the pricing listed. Our technician was there for approximately 1 hour. During this time he evaluated your HVAC issue and made sure all dampers were open in the attic. He advised closing registers for LR because of the heat loss in the high ceilings. By doing this heat would be redirected from the rest of the 2nd floor. Your second issue was the gas fireplace. The technician evaluation found that the Ignitor was not hooked up. He then attached the wire and turned the fireplace on and found a gas smell going thru home. He advised you to contact the builder as the issue was due to improper venting and should be under warranty from the builder. You were charged $69.00 Service Fee as discussed on phone and in person by technician, you signed for that as well as the minimum charge to evaluated heating and connect wire for fireplace. We are very sorry for your feeling you were ripped off, however nothing we did or charged you was or is a secret. We do not operate that way and would not be in business since 1932 if we did. All our phone calls are recorded and after reviewing both phone calls you made to the office we found that the office staff did in fact state clearly the service fee charge and she did in fact state that it did NOT get deducted from any work that would be done. Appt was made. After your appt. you called the office arguing with the office staff and not even giving her an opportunity to explain once again to you the Service fee charge. The technician and office staff both felt your tone was disrespectful. We are very sorry for your dissatisfaction with our service, this is not our intent. We work very hard to be clear, forthright and perform work at the highest standard. We welcome you to come by and listen to the phone recording of your call to clarify any questions or misunderstandings you may have. Best, Chapman Bros. Plumbing, Heating and Air Conditioning."

"Thank you very much for allowing us the opportunity to perform the plumbing work you needed. It is always our goal to have a satisfied customer at the end of each job. We work very hard at Chapman Bros. to do the very best job possible along with 100% satisfaction. Thank you again! Best, Your friends at Chapman Bros. Plumbing, Heating and Air Conditioning"

"Thank you very much for the opportunity to provide you with services you needed. It is our goal always to have a job well done as well as a happy customer. We appreciate your patronage and look forward to the opportunity to serve you again, should the need arise. Be well! Your Friends at Chapman Bros. Plumbing, Heating and Air Conditioning"

"Thank you so much for the opportunity to provide you with a service that you needed. Please know we appreciate and value your patronage . Best, Your friends at Chapman Bros . Plumbing, Heating and Air Conditioning"

"Thank you for the opportunity to provide you with a service you needed. We look forward to assisting you with any future plumbing, heating and air conditioning needs should they arise. Best, Your Friends at Chapman Bros. Plumbing, Heating and Air Conditioning"