Business Description:
Since 1904 we've been a full service company, providing Plumbing, Heating, Cooling, Drain Cleaning & Electrical repairs, upgrades, installations and remodeling.
Categories
plumbing, electrical, heating & air conditioning
Lancaster Plumbing Heating Cooling & Electrical
1184 Enterprise Rd, East Petersburg, PA 17520, USA
(717) 207-9952

Service

Will Recommend

Total Experience

Jill B.

East Earl, PA

Lancaster Plumbing Heating Cooling & Electrical

Would never again use Lancaster Plumbing and Heating nor would I recommend it to anyone else.

I have had a very negative experience with Lancaster Plumbing and Heating. When they came out to do their annual check of my heat pump they discovered it was not working. The wrote out a recommendation form and under observations they thought we should get a new unit due to age and strain. Then under Findings they offered TWO OPTIONS. OPTION 1 was to repair faulty pieces of equipment at the member price of $900. Under OPTION 2 was to have their comfort adviser come out and give me an estimate for a new unit. we chose OPTION 1. We knew a new unit would not work into our budget right now and we wanted to try and get one more year out of the old one. The tech came to repair. After a couple of visits he came into the house and told me the unit was fixed and there were no more problems. I paid him $938. After he left the heat pump made a strange noise and then was quiet. We didn't need air until two later when we found the AC would not work. They came again and decided it needed a new motor and another part. It would be at their expense. I was then informed the unit was dead and we needed a new one and their rep would gladly come out for an estimate. I asked about my $938 and he said it could be taken off as credit on the new unit. Well their rep came and his estimates were $1000-$3000 higher than estimates from other companies. I asked about the credit from money I'd already paid and was told he could only give me half of the credit. After calling customer service I was granted the full credit for the new unit but NO REFUND. I have never before thrown away nearly a $1000 before. This didn't sound right. Up until this time we had found LPH to be an honorable and trustworthy company. At least we thought so. My daughter is studying law and thought she would call and request a refund on my behalf. She was told no. There would be no more negotiations but they were willing to match whatever estimate I had received. That would cost them more then giving me my money back. Unbelievable. This offer came too late. We had already signed with a new company. We were in the middle of a heatwave and Lancaster Plumbing and Heating were too slow to respond and we had to fight too hard for fair treatment. Since they provided TWO OPTIONS for a course of action you would think they would stand behind that and inform the customer that if we chose OPTION 1 we would not see any refund if they couldn't get the unit operational. That the only refund would be in the way of credit on a new heat pump. If they had told us that we would have made a very different choice. Their very pleasant customer service woman did tell me she valued my opinion and suggestion and would pass it on immediately. Customer satisfaction was important to them. Just not in the case of refunding money for a job that wasn't able to be completed. I would never use Lancaster Plumbing and Heating again and could never recommend them to anyone else.

comments

We apologize for this unfortunate situation because we strive for complete customer satisfaction. As a service provider, the best thing we can do once a customers problem is diagnosed, is to give options for our recommendation. We recommended in writing that replacement rather than repair would be more prudent for this situation due to the age and strain placed on the system, you chose the repair option. All of the parts and components are interconnected and place wear on each other. Unfortunately, in this case, once we installed factory parts including the control board, motor and other miscellaneous electrical components (ten hours of labor), it was realized from these components not working correctly before the repair, were now causing wear on the compressor. No service provider could have diagnosed this situation without the replacement of the other components that were failed. Our offer was more than generous in that we offered the full amount of the repair to be applied to the cost of a replacement system, matching the price of a competitors quote. We appreciate your business and will still honor our offer, because we value you as a customer.

Lancaster Plumbing Heating Cooling & Electrical commented on 06/26/2012