William Henderson Plumbing and Heating Wm Henderson Plumbing and Heating Legalized Extortion, Price Gouging, Outrageous Billing Practices Broomall, Pennsylvania
We called William Henderson Plumbing and Heating to come out and clean/inspect our gas furnace and diagnose a potential problem at a cost of $120. Not great...but OK for where we live (Suburbs of Philadelphia)
A problem was identified with the blower that required replacement of a small part. I watched the technician remove the part and test it...He said, and I quote, "that little part is expensive". Not being an electrician or HVAC technician, and knowing that complex machines can be expensive to maintain, I did not doubt him.
The cost of the part (a capacitor)and replacement services was $285. Per Henderson's policy, this cost WAS quoted in advance. I DID sign on the dotted line, and the fee WAS paid, under the assumption that I was being quoted an honest price. I suppose I COULD have gone online and looked up the price of a 5 microfarad 370 Volt capacitor after the tech had quoted the price but, in reality, who would do that when it is 20 degrees outside and your heater is in danger of failing.
The part was installed in approximately 10 minutes. I watched this process, which was apparently only slightly more complex than installing a 9 volt battery in a smoke detector.
After the tech left, I discovered through a simple online part search that the part cost about $10.00.
Total bill was $405 dollars for minimal cleaning/inspection of furnace and replacement of a $10 part. Total service call time...approx. 30 min.
I went to the office to offer them alternative payment of $200 for services rendered, which seemed more than fair under the circumstances. This was declined. I was also denied an education from the service manager on how the installation of a $10 part in 10 minutes could warrant a $285 dollar fee. Barring anything else, an explanation would have made me feel at least slightly better
This is not only about the money, but also the principle of ethical billing practices. In this cold weather, consumers are more worried about their heaters failing, less likely to do consumer research, and more likely to pay whatever is asked to ensure comfort. Also, the elderly or those without the ability to research the true cost of a service/part are no doubt being taken advantage of on a daily basis.
6 Updates & Rebuttals
JJR
Media,Pennsylvania,
Update
#7Consumer Comment
Fri, May 24, 2013
I made these statements under the penname or pseudonym William Eveland. These statements I made about Wm. Henderson Plumbing & Heating, Inc., however were made by me in a moment of frustration and were inaccurate. To my knowledge, Wm. Henderson Plumbing & Heating, Inc. does not enlist ineptitude, deception or failure to serve customers, does not have a less than satisfactory record with consumer advocates, is not duplicitous, does not over charge, has not failed to respond to more than 27 different customers, does not operate without abandon, does not have a fradulent Home Improvement Registration with the State of Pennsylvania, does not advertise with an invalid contractor's license, does not gouge customers, does not advertise with invalid coupons, does not charge 5 times the market price and is not unprofessional, incompetent or employs inept technicians. Additionally, Wm. Henderson Plumbing & Heating did offer me a warranty on their work.
William Eveland
Media,Pennsylvania,
United States of America
Henderson Plumbing Customer Comments & Rebuttals
#7UPDATE EX-employee responds
Thu, January 06, 2011
All of Henderson's customer comments on web site and rebuttals to complaints are false. As an ex-employee, it is hard to understand that Henderson has not been sited for these unprofessional practices before.
Keith Elsner
Havertown,Pennsylvania,
United States of America
Situation Rectified by Henderson
#7Author of original report
Fri, December 31, 2010
A productive conversation was had with the owner. He was forthcoming in stating the company's position and I do believe that he cares for his customers. To the company's credit, the situation has been further explained and corrected to my satisfaction.
This report was the result of an extreme combination of miscommunication, misunderstanding and unrealistic expectations. I am content to put it behind me as a lesson learned.
Reports on this site are, as Bob1 astutely points out above, based on frustration and anger. Decisions to post a report are made out of desperation and without the realization that the terms of service state that a report will not be retracted once a situation is rectified. This is unfortunate. I would retract if I could
Will
kingwood,Texas,
U.S.A.
Common scam with HVAC repairs
#7Consumer Comment
Wed, December 29, 2010
These repair places love to replace fan/blower capacitors because of the HUGE profit margins on these. It's a easy quick way to make BIG money on a inexpensive part that few people know much about. If the blower worked before the repair then hereplaced a goodcapacitor. Acapacitor will either work or it won't,and most will swell when they go bad.
Last year I had one of those "free" a/c check-ups that the guy said I need the capacitor and contactor replaced immediately-all for $600.00. Now if joined some service membership he would "slash" the bill by $200. I saw through this guy and showed him the door and btw my parts that needed replacing are working just fine.
Bob1
United States of AmericaThis report is Lies Lies Lies!
#7Consumer Comment
Wed, December 29, 2010
I have been a customer of Wm. Henderson Inc. for over 20 years and have had a very satisfying experience with every time. Their technicians are knowledgable, efficient and extremely clean. I will admit that they can be pricey at times, however after briefly using a cheaper company I realized that I am paying for their costumer service and quality of work.
As a business owner myself, markups are necessary in order to survive in this economy. It sounds like to me that this customer seems to have had a quick, angry reaction to a very common practice. Did he talk to any other companies? Yes, he might have observed a very "minimal" and not "complex" process of fixing the heater, but he called the company because he was not able to do this easy fix himself. You are paying for expertise and training , not just the $10 part. Most heating and air companies around Delco are unfortunately practicing the "easy" and "cheap" fix process, only to have to come back and fix the same or bigger problem down the road. I have even heard of companies selling services that are not needed. William Henderson Inc. is an honest, reputable company in Delco and should not have only this irate report on here. This gentleman has obviously had a unique experience that has not happened often with this company.
I am personally aware of countless customers who use William Henderson Inc. for all of their plumbing, heating,, air conditioning and sewer needs. 100% of them are impressed with the company as a whole, from the poilite and accomodating office staff, to the knowledgeable and trustworthy technicians, to the owner and his son who personally take care of their customers! This negative report is a practice that does not accurately portray this company! For every customer like this one, there are countless others who trust William Henderson Inc. and are very grateful for their impressive service!
Lawrence Bird
USA.
#7Consumer Comment
Thu, December 23, 2010
Is this buyer's remorse?