Pr Plumbing Heating & Air Conditioning

Frustrating Experience

Please visit the link below for the original review on PR Plumbing:

ORIGINAL REVIEW:
I filed a claim for a water heater service through First American. The plumbing company (PR Plumbing, Heating, and Air) has been everything but competent. The water heater inspection has FAILED three times!! PR Plumbing has been to our house 4 or 5 times to fix/install the water heater without success. I filed the claim through First American in late May and we are now into September with no resolution. This has been a very frustrating process dealing with them, scheduling, and taking time off of work. I spoke with PR Plumbing this morning and they said the water heater has passed inspection and there is nothing left to do. I then called the city inspector and he told me that my water heater has NOT passed inspection yet and will need to schedule another inspection appointment. I will never use this company again and would never recommend anybody to use them. The issue has still yet to be resolved.

RESPONSE:
Hello, my name is Dan and I am the CEO of PR Plumbing, Heating & Air Conditioning Inc., I would like to take a moment to address Derek L's comments regarding my company-first I am very sorry to hear of his negative experience with his water heater. Regarding the inspection issues: Different municipalities have different requirements and inspectors are individuals that look at different items, we were under the understanding that the inspection had been completed and passed, I am now waiting for a return phone call from the inspector. Regarding the water heater repairs: Unfortunately when a service call is controlled by a home warranty company, as his was, we are mandated by the home warranty company to follow their rules, regulations and time lines! I will be the first to admit as a Contractor that I have been frustrated at times with the home warranties edicts, if the call had been handled as a private call (without the warranty company involved) it may have been handled differently. My company runs literally thousands of service calls each year, we are timely, professional, extremely competent and have earned the excellent reputation we have throughout the San Joaquin Valley, that is why we carry a 97% rating with all the home warranty companies we contract for. Last but not least, 2 complaints out of 1000's of calls?? not a bad average!!!! Thanks for your time.Dan M.

RETURNED RESPONSE:
Dan,
I spoke with a representative of your company today and was again informed that I needed to setup ANOTHER appointment in order to pass inspection, which seems to be contrary to your understanding that the water heater has already passed its inspection. If you do not have a clear understanding of the installation requirements of a specific municipality then you should not be doing business within that municipality. My frustration is not with the water heater but with the experience of your company!
I am not a contractor, nor do I know the rules and regulations put onto your company and I imagine it may be frustrating having to do things under those rules and regulations but whether or not I file a claim with a warranty company or privately, as a client I would not expect to receive different treatment either way.
As for your statistics, lets be real Im assuming that the two complaints you refer to are the two negative ratings that your company has received on this website. If you want to compare apples to apples, then you can only compare those reviews with the other two positive reviews on this website which is far from what you listed as fact.
Lastly, you obviously knew about my frustrations and have all of my contact and billing information in your records, yet I never received a direct phone call from you addressing my concerns. Rather you address my case through a customer review site meant to review companies from an outside point of view. Maybe its me but I believe this whole thing could have been avoided and should have been handled professionally in a completely different manner. I hope to resolve this issue in the near future as we now approach the fifth month without resolution.