Thank-you for your review. The front-line staff certainly do work hard to have the grants and rebates information at their fingertips to allow our customers to take full advantage of all of the discount opportunities. I'm sure you will enjoy your heat pump for many years to come.
No need to stay away! It's true, despite our best efforts and planning, sometimes we cannot arrive with everything we need to complete a repair and have to return for a second visit. Similarly, we do our best to work to the highest standard. Rest assured, any warranty work would be completed without charge or delay.
Our service charges are based on time, not visits and we always review our rates and billing practices prior to booking.
Thank-you very much for you kind review!
Thank you for the kind words Mr. Lau! We're thrilled to hear you had a great experience. If you ever need us you know where to find us! :)
Hello Bob. At R&B we're always striving to improve our company and services. If there's something we missed, we'd love to know exactly what it was so we can be better. We invite you to contact our company directly so that we address your customer service concerns. I'll look forward to your call. Michelle Blaksic
Thank you for your kind words, we think Nick is pretty great too! We're happy to hear you were pleased with him as well as our service. We hope you don't run into any plumbing or heating issues in future, but if you do, you know where to find us!
Mr. Green, Thank-you for your feedback about your great previous experiences with R&B. We take great pride in providing quality workmanship to our customers.
I have read your account of your most recent experience. Although our record of the actual events are very different from how they have been described here, point of view from the customer perspective is very important. I regret that you feel that you did not receive value for the services you received.
If you would like further clarification of what was done and why it was required by the manufacturer, please connect with R&B directly.
Thank your for taking the time to post your kind review of your experience with R&B. Our office staff does work hard to ensure the customer service experience is excellent and it is so nice to hear it is followed up by amazing, quick and tidy field work. Kind Regards,
Thank-you for your feedback. I hear your concerns about the difference between what you wanted to pay, or perhaps expected to pay, and what the work actually cost have you upset. However, none of the work we were engaged to do for your condo was a written quoted price with a set scope of work. All work was on a time and material basis. I am not sure what your contractor led you to believe regarding what could be expected to be paid for the first stage of the project, but when we book all calls we advise clients of the cost of each hour of work as we did with him. This was also done with your wife when she booked the return call. Additionally, she had the first invoice for her to review pricing and terms of service. There was no quoted estimate for the second stage, but time allowed for booking was based on an amount of time expected based on the scope of work. This time is variable, as you know based on the complexity of the work. In your case, you wife continued to add to the scope of work after our arrival. In addition to that you had a new gas meter installed which BC Safety Code has certain requirements for. Code requires that all gas appliances be clocked - checked for safe operation and correct gas pressures. This added necessary time that was not a part of the original scope of work either. The new gas meter was needed to achieve proper gas pressure for all the new gas fired appliances you wanted for your home. This included the fireplace, barbecue, and range in addition to your water heater. Your wife acknowledged that our tech was on site for the entire time, and working hard. She complimented him on his work ethic and capability, which we always appreciate. The materials used have also been accounted for. Therefore, it can be expected that we would charge for those services and expect to be paid. It is often the case that those doing a renovation change the scope of work midway through a job and I feel that my crew did a good job in accommodating that for you. My Administrative Assistant went above and beyond the call of duty to run to the supplier herself, bringing the additional material needed for the extra work to save you time and money. As the owner / manager, I reviewed all the billing and allowed that a change in the technicians may have accounted for some extra time as the second got up to speed on where the project was at, and I credited an hour of time on your billing. The change in technicians of course, is less than ideal, but we were trying to get your home and cooking facilities running without further delay. We are sorry that our efforts did not yield the outcome you were hoping for. If you have any further grievances I encourage you to contact me again at our office during our service hours at 604-980-1369. – Michelle Blaksic
Your feedback is appreciated. Thank you for taking the time to speak with me personally on the phone.
In general when a system is obsolete, and has not been maintained in several years, parts do wear out or break when it is attempted to use them as they were intended.
Thank-you for your acknowledgement that although the parts that would have been used to complete your service were not operational, you were left with working heat while the parts are being sourced and ordered.
We endeavor to address all customer service issues personally as we did in this case, and appreciate your kind willingness to speak with us to resolve your concerns.
