Done Plumbing & Heating

Business Description:

One call is all it takes to get it Done! We're available 7 days a week with no extra charges for nights or weekends. All our technicians are professionally-trained.

Categories

plumbing, heating, and cooling
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Connie's Review

Service

Professionalism

Quality

Centennial , CO

Done Plumbing & Heating

Tried to scam us

We called this company for a general service in our furnace. I was told the charge would be 39 dollars for this and when he showed up he said that it was going to be 195.00. When my husband told him the charge they said on the phone he went ahead and checked the furnace. He said that there was carbon monoxide in the air and proceeded to disconnect the heater and told us he had to do this per state code.

We proceeded to contact the fire department and excel energy who both came out and tested it and there was absolutely no carbon monoxide in the air. Excel hooked back up the system and it was fine. Done guy said that we needed an entire new furnace and that it would cost 7000.00. We had someone else come out same day and quote us 600.00 and still no carbon leak.

This company was awful. I will be contacting better business bureau also.

comments

The $39 quoted on the phone is a trip charge and is much lower than many of our competitors that charge up to $89. While a quote can be given for many issues that are identifiable without a full diagnostic, if the problem requires a deeper evaluation there can be a diagnostic charge. This charge is disclosed upfront so customers can make informed decisions. This is similar to if you bring a vehicle to a mechanic and they are unable to diagnose the issue, there is a charge for them to find the true cause of the problem.

In regards to the carbon monoxide reading, the tech picked up two readings of carbon monoxide with two different readers taken at two different locations (readings were 32 parts per million and 40 parts per million, well outside the acceptable range). We have pictures and video of both of these readings and the surrounding area to show where the readings were taken. These two detectors are designed by the manufacturer to be tamper proof, and when people's safety is a concern we must rely on the readings that such equipment provides.

When the customer elected to not move forward with a replacement given the readings that we got, the technician disconnected the equipment until the issue was addressed. If carbon monoxide is present and the problem is ignored, the occupants could potentially die from poisoning. A risk not worth taking.

It was at our technician's suggestion that the customer called the fire department and Xcel (both of which will come take readings at no charge if there is an assumption that carbon monoxide may be present) rather than another company. This ensures an unbiased opinion should any consumer feel a second opinion is necessary. The fire department arrived while we were still on-site. While they did not find carbon monoxide, our equipment readings showed otherwise. When people's lives are at risk, we must rely on the readings we receive. We will be sending both detectors to the manufacturer for testing and re-certification.

Our management followed up with this customer after this to discuss and let them know the steps we were taking with the equipment used. While we do apologize for the inconvenience this customer experienced, we take the risk to people's lives very seriously. We also work closely with our employees to ensure that they provide only solutions that are both ethical and needed given the specific situation.

Done Plumbing & Heating commented on 04/16/2014