Response from Carney Plumbing Heating & Cooling
OUR INVESTIGATION REGARDING THIS REPORT RESULTED IN A LITTLE DIFFERENT SCENARIO THAN HAS BEEN DESCRIBED. FIRST THE TOTAL COST OF THE JOB WAS $1730.85, BROKEN INTO 4 COMPONENTS. #1 THIS PARTICULAR MODEL/STYLE WATER HEATER INSTALLED WAS $1429.54, #2 AS RECOMMENDED BY OUR LOCAL WATER AUTHORITY, AN EXPANSION TANK WAS INSTALLED AT A COST OF $176.36, #3 THE CLIENT ALSO PURCHASED A HVAC SERVICE AGREEMENT FOR $164.95, #4 A DISCOUNT COUPON FOR $40.00 WAS ALSO APPLIED TO THE TOTAL. THE CLIENT WAS NOT "PUT OFF UNTIL TUESDAY", OUR FIRST CONTACT WITH THE CLIENT WAS AT 7:20 AM TUESDAY, SEPT. 2, 2008. AFTER EXPLAINING OUR PROCEDURE OVER THE TELEPHONE THE CLIENT REQUESTED SERVICE. OUR TECHNICIAN WAS DISPATCHED TO THE HOME AT 7:32 AM. UPON FINAL DIAGNOSIS IT WAS DETERMINED THE WATER HEATER WOULD NEED TO BE REPLACED AND ALL PRICING FOR THE WORK DESCRIBED WAS GIVEN IN ADVANCE TO THE CLIENT BEFORE ANY WORK WAS PERFORMED. THE CLIENT, BY HIS SIGNATURE AUTHORIZED OUR TECHNICIAN TO PROCEED WITH THE INSTALLATION. THIS WAS NOT A NIGHT OR WEEKEND CALL, IT WAS EARLY TUESDAY MORNING, SO STATING THAT WE TOOK ADVANTAGE OF AN EMERGENCY SITUATION HOLDS NO MERIT. I AM NOT SURE WHAT ARE "INDUSTRY SOURCES" BUT THE CLIENT COULD HAVE DECLINED SERVICE AND MADE INQUIRIES WITH OTHER COMPANIES, WHICH WOULD REVEAL OUR PRICE WAS COMPETITIVE AND STILL HAVE AMPLE TIME TO HAVE THE JOB COMPLETED THE SAME DAY. UPON COMPLETION WE WERE GIVEN A CHECK FOR $1730.85 WHICH SUBSEQUENTLY WAS RETURNED TO US BY OUR BANK ON 9-5-08 FOR "NOT SUFFICIENT FUNDS" A COPY OF WHICH IS IN OUR FILES. THIS IS THE TIME THE CLIENT RAISED OBJECTIONS TO THE PRICE. A REFUND FOR THE SERVICE AGREEMENT IN THE AMOUNT OF $164.95 WAS AGREED UPON AND THE CLIENT THEN ISSUED A VALID CHECK ON 9-15-08. IN THIS CASE I FEEL WE PROVIDED VALUE AND TIMELY SERVICE AND I AM DISAPPOINTED THE CLIENT FEELS OTHERWISE. AT CARNEY'S, EVERY EFFORT IS MADE TO INSURE CUSTOMER SATISFACTION AND IN MOST CASES WE ARE SUCCESSFUL, AND ALTHOUGH RARE, EVERY ONCE IN A WHILE WE DO FAIL, AND THIS MAY WELL BE ONE OF THOSE TIMES. AFTER 32 YEARS OF SERVING THIS COMMUNITY OUR COMMITMENT TO HONESTY AND INTEGRITY HAS NEVER WAVERED NOR HAS BEEN SURPASSED. THANK YOU.