B & B PLUMBING & HEATING CO

"Our last service call for (removed member name) was in May 2011, so he waited over 4 years to write his review. We did work for the (removed member name) from 10/09 to 5/11. During 2009 and 2010, we did both plumbing and HVAC work for their family, including the purchase of an HVAC service agreement and other repairs. (removed member name) were told by our technician, and saw on their invoices, the benefits we provide to our service agreement customers - we do not charge a dispatch fee and give a 15% discount on repairs to service agreement customers. In 2010 the (removed member name) let their service agreement lapse (they would have received 2 reminder postcards and a reminder email about service agreements). In 2011 we did three service calls for the (removed member name) - replaced a thermostat they knocked off a wall; changed out a warranty gas valve; and, put 3# of Freon into their air conditioner when it was not cooling. (removed member name) approved the prices for our work, signed the tickets, and paid for all 3 service calls. Some time after the third service call, (removed member name) came to our office to complain about the prices his wife had agreed to. (1)We reminded him that his service agreement had lapsed, and offered to let him renew it retroactively to receive the benefits (he would have paid $99 to reactivate the service agreement, and received $150-200 refund on the work we had done). (2)We reminded him his wife had approved the work and the prices. (3)We reviewed the charges on the work we did for him but did not see that an adjustment was warranted other than, again, offering him the service agreement retroactively, which would have saved him money. (removed member name) did not want a new service agreement, he simply wanted us to lower his bills. He became angry, and threatened to tell all his friends and neighbors. We encourage all B&B's customers to ask for the price of the repairs before our technician does the work. If you do not agree with the price, do not approve it and have us do the work."

"We have done work for the (removed member name) since 2010, so they are familiar with our prices and procedures. In January 2015 we were called to their home to install a toilet they had purchased. When the toilet was taken up, we found the flange under the toilet was cracked and leaking. We charged the (removed member name) for the installation of the toilet they provided and the parts we provided to repair the flange. They approved the invoice and paid for the work. We heard no complaints about the quality of our work the day we installed the toilet. We heard no complaints about the price of our work the day we installed the toilet. We heard no complaints after the installation that they were having any problems with the toilet. Therefore, we do not know why (removed member name) gave us a "C" grade."

"[member name removed] Thank you for the overall positive feedback on the plumbing work we did for you. Our apologies that our technician did not clean up properly. That IS an expectation of ours, that our technicians leave the site as clean as they found it (if not cleaner!). As an apology, we are mailing you a coupon for $50.00 off the next job you have B&B do for you, whether plumbing, air conditioning, or heating."

"Mr. [member name], we work hard to provide professional, high-quality service, and it is a pleasure to hear from a "satisfied customer" like you. THANK YOU!"

"To Angie's List: We formally request you REMOVE this comment. We hardly know how to respond to a complaint for work we did almost 10 years ago. We have not done any work for [member name removed] for at least 8 years (our computer records go back to 1/1/2005): (a)We replaced an oil furnace 5/31/2005 at a property at [member information removed] in College Corner that was owned by a [member name removed] residing at [member information removed] (the address listed by [member information removed] in this comment). (b)Two years later we were out during the middle of winter when Mr. [member name removed] complained the unit was using a lot of oil. We recommended insulating the outside ductwork and keeping their filter clean. At that time the unit had not been touched since our installation. The customer replaced the oil filter and nozzle at that time themselves with material they provided, and we did not charge them for that. We charged Mr. [member name removed] a service call fee only of $69.00. We have had no contact whatsoever with Mr. [member name removed] after the call in 2007, eight years ago. We have no idea whether he had another company insulate their ductwork or did it themselves. We have no idea how or whether the unit has been maintained in the eight years since we last saw it. Ms. [member name removed] states: "I have used B&B several times. Some experiences were good; others not so good." She must be confusing us with another company since, again, our records going back 10 years show only the installation and ONE follow up service call which indicated they were not maintaining the equipment. Oil furnaces are notoriously inefficient if they are not been maintained. We do not believe it is fair or ethical to "ding" us for work done 10 years ago, (1)when no complaints were ever made directly to us, (2)we were never given an opportunity to "fix" any problems the equipment may or may not have had, (3)finally, that we have NO CONTROL over whether the customer maintained his/her equipment. We DO offer economical "Clean and Service" specials twice each year (SEE REVIEW DONE BY [member name removed]), and we send postcards out to all our customers encouraging them to call. If Mr.[member name removed]/Ms. [member name removed] did not have a licensed company do routine maintenance on their unit, if they ever let it run out of oil (causing sludge problems), they have no right to complain about our original installation."

"Mr. Willeke and Angies' List Members - B&B works hard to meet our customers' needs. We provide written estimates of major work like Mr. Willeke's, AND we offer 90 day labor warranties so if problems arise they can be addressed at no cost to the customer. This is because WE WANT OUR CUSTOMERS TO LET US KNOW ASAP IF THERE ARE ANY PROBLEMS...not years later. In Mr. [member name] case, so much time has elapsed since his toilet installations that he is not remembering either the date OR the cost correctly: (A)We installed 3 toilets for Mr. [member name] 8/05, almost 10 years ago, not in 2011. (B)We provided a written estimate in 6/05 of $1400 to Mr. [member name] for the installation. (NOT $5000!) The toilets were expensive since two of them were ADA, handicapped toilets. Mr. [member name] accepted and signed the $1400 estimate for the toilets. (C)Mr. [member name] initiated a change in the specs to the third toilet, making it an ADA handicapped toilet as well. This added $200 to the cost, bringing the total cost of the work to $1600. We gave Mr. [member name] a copy of the change order, which he approved and signed. Separately, 2 months prior to the toilet installation, Mr. [member name] had us give him a price to install an outside cleanout to his home (so any sewer backups could be dealt with outside the home rather than having to go through a toilet). The price of this work was $1000.00 which included backhoe rental, labor, and several feet of pipe. Again, we provided a written estimate for this work in advance, which Mr. [member name] approved. In summary, Mr. [member name] had us do $2600 of work for him the summer of 2005, $1000 for a cleanout and $1600 for the toilets. This is roughly half of the $5000 total he is remembering. We will be sending Mr. [member name] copies of the contracts he originally signed to jog his memory. Perhaps another company did some other type of work for Mr. [member name] in 2011 that cost $5000, but it was not us. Finally, we believe we provide a fair price for the work we do, based on the quality of our work, the knowledge and equipment we bring to the job, the warranties we offer, and the protection we provide our customers with business liability insurance. We are happy to provide written estimates for major work."

"Ms. [removed member name]- we are obviously DELIGHTED to receive such a glowing review. Thank you so much!"