ComplaintsforBeverly Heating & Cooling Inc

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company Beverly plumbing did work on my neighbors main line system. We watched them drive heavy equipment into our yard and have it on camera. We didn’t say anything because we didnt want to start conflict. However the week after they completed work we noticed issues with our main line. We had a plumber come and inspect and say it looks like a collapsed line. We had the line completely cameras and cleaned last year and it was completely fine. We strongly believe Beverly due to negligence is the antecedent to our problem as the heavy equipment could have damaged our main line.

  Business response

  06/27/2023

  The Better Business Bureau
  520 E. Main St Suite 100
  Carnegie, Pa 15106
  
  On June 21st 2023 I received the complaint from **** ***** and called and spoke to her first thing in the morning. I looked at the pictures that are attached to the complaint and apologized for our plumber parking in her driveway. I could not tell in the other pictures if we caused any damage to the lawn. I spoke to **** ***** about getting a plumber out to inspect the lawn and the sewer line. She agreed. On the same day I had a plumber out to inspect. We sent a camera in the sewer and it came back inconclusive. Later in the day I had our Master Plumber and plumbing supervisor Justin P****** out to inspect. Justin also put a camera in the line and the video also came up inconclusive. Justin then Spoke to the owners of *** ******* **. We did replace a building drain and sewer line there in May of 2023. As this stands now we are going to have to dig up part of the sewer line at *** ******* ** to see what the issue is. We started this work on June 26th 2023. This will take about a week to 2 weeks to complete. If there are any damages caused by Beverly Services at *** ******* ** while installing the building drain and sewer line at *** ******* ** Beverly Services will take full responsibility and make any necessary corrections that are needed. Beverly Services has been in business for over 80 years providing the Pittsburgh and surrounding areas with honest and exceptional work and customer service. Please feel free to contact me with any questions you may have.
  
  Sincerely,
  Nick S*****
  Beverly Services
  ************ **** ***

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Beverly Services sent a technician on Saturday 10/8/2022 to clear a sewer line but the technician got the sewer snake stuck in my pipes due to not operating the equipment correctly. Beverly Services sent another technician on Monday 10/8/2022 to video how the sewer snake got stuck and said it was clear and he can't see anything that would make it stuck other than the last technician didn't operate the machine correctly. I have video of the conversation with the second technician where he clearly states my sewer line did not cause the issue.. Beverly Services will not fix the issue they caused which now causes me financial harm for another company to take out Beverly Services sewer snake.

  Business response

  10/18/2022

  Hello,
  
  My name is Nick S***** *nd I am the Service Manager for Beverly Services. We received a call from *** ***** on Saturday October 8th regarding a backup he was having. We sent or on call plumber out to see if he could clear the line. As he was trying to clear it his cables became unhooked in the drain and got stuck. Unfortunately, at that time, with it being the weekend, there was nothing we could do to get the cables out. Later that day *** ***** called our answering service and informed them that he was going to have another company out that night to see if they could retrieve the cable that was stuck. On Monday October 10th *** ***** called us and asked if we could come out and try to retrieve them. My plumber went out and did not think that he was going to be able to get them out and was going to write an estimate. *** ***** declined and had another company out. They company that went out was able to retrieve them and free up the line. I offered multiple times to get our master plumber out to try to retrieve them and *** ***** declined.  *** ***** then sent me a video from the other company who got them out along with a copy of the bill. I spoke to the owner of Beverly Services today. He was out of the office last week. We are reimbursing *** ***** the $359.99. That was what he paid the other company that he had out.
  
  Beverly Services has been servicing the Pittsburgh area for 80 years. We hold all 65 our highly qualified technicians to very highest standards. Yes, we do make mistakes and we did make one this time. We did try to make it right with *** ***** by offering to have our master plumber out and by reimbursing him to have another company out. Hopefully we can learn form this mistake and continue to provide quality service to all of Pittsburgh and the surrounding areas.
  
  Nick S*****
  Beverly Services
  ************ *** ***

  Customer response

  10/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. I also had to pay another company to clear the line and a large tip to the company that removed their sewer snake from my sewer line.  We could not wait another day for their "master plumber" to assess the lines without fixing their issue and yet again providing us another bid to remove the sewer snake that they left in our sewer drain without knowing the reason thus potentially overcharging us for their issue. 
  
  Regards,
  ****** *****

*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. ↩