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Business Profile

Heating and Air Conditioning

Independent Plumbing & Heating, Inc.
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:08/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    5/14/2024 I called Independent Plumbing to hook up the A/C they disconnected the prior Fall.

    5/20/2024 Independent sent a technician to the site. The technician called me that evening saying I needed a new A/C and offered a verbal estimate for a unit, labor, and possible installation times. I did not commit to a purchase. At that point, the technician said there was one other thing he could try to make the unit work.

    5/21/2024 The technician calls saying he got the A/C to work.

    6/19/2024 Received invoice (attached) totaling $1,500 including 6.5 hours of installation and troubleshooting on 5/20. I got the opinions of two certified HVAC techs from other businesses and one former HVAC tech who all verify contaminating the refrigerant is an odd error and would be the tech's responsibility.

    7/10/2024 I pay $825.35 for labor and mileage on 5/21 and materials used for both days (attached). Citing the error is on the company.

    7/11/2024 John Wilson emails saying payment is not acceptable. A series of emails follow (attached) - essentially Independent will not acknowledge tech's error and want the remaining payment. I refuse to pay.

    8/01/2024 Receive the second statement with a surcharge for the remaining amount. I called saying it was the tech's error, verified by other professionals, that $825.35 is a fair final payment, and the surcharge should be removed.

    I want Independent Plumbing to acknowledge it was the tech's error for contaminating the A/C system and to settle the invoice for $825.35.

    Business Response

    Date: 08/06/2024

    We have tried to come to a reasonable solution with **** ***** A discount has been offered and she rejected any attempt. A half payment cannot be accepted as the final on this invoice. The original scope of work was to remove the customers existing ac to be reset at a later time. When the ac was disconnected the system was pumped down and the service valves closed in an attempt to save the customer time and expense. Unfortunately the service valve did not fully seat and when the ac was reinstalled the nitrogen used to pressure test our work was able to push past the service valves and enter to now mostly empty condensing section. The technician being unaware of issues yet with the service valves finished the reinstallation and attempted to start the system. The symptoms the presented were not normally seen and due to the age of the ac the technician thought maybe the ac should be replaced. No cost were discussed on the price of a new ac by the technician at this time. After a brief discussion with the technician a different solution was proposed to try. We removed all refrigerant from the system and recharged with new and that removed the nitrogen contamination. We have tried to reduce the price to near what it would be if we had recovered the refrigerant initially and recharged with new from the beginning. The service valves were not replaced due to the nature of their operation. They are only closed in cases where the condensing section needs to be isolated from the rest of the system, and must be left open during normal operation of the equipment. Independent plumbing is willing to come to an agreement with Mrs. Sato, however for the work done a half payment cannot be acceptable

    Business Response

    Date: 08/22/2024

    $300.00

    Customer Answer

    Date: 08/22/2024



    Complaint: 22095932


    Independent's original discount was $279 in July 10 email.



    Sincerely,



    ***** ****

Independent Plumbing & Heating, Inc. is BBB Accredited.

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