Initial Business Response /* (1000, 8, 2015/09/16) */
This is the second time responding to this complaint as the customer also filed with Angie's ListFor the record, I already sent a $check to the customer as a counter offer to his request for a refundThat is all Magic Plumbing is willing
to offer refundI will paste below the letter I submitted to Angie's List in response to this complaint, but first want to reiterate the most important aspect of this complaint that makes it unjustified, at least in the eyes of the service provider
Magic Plumbing was called out to inspect a leak, which we did, and did in fact find a plumbing leakWe charged for our time and leftweeks later the customer calls back to say we never fixed the problemThis is the basis for our stance on the complaintWhy would it take weeks for a customer to call us back about a leak we were looking for that wasn't found? It would seem a call for this leak would have happened shortly after our visit if this leak was still presentInstead, the call for a return trip is make almost months laterUpon receiving the call from Mr*** it was simply stated that I make no promises of any warranty or refunding of money but would take into consideration monies already spentHowever, before making any determinations a technician needed to see what was going on so we could move forward with a solutionMagic Plumbing was never afforded the opportunity
A more detailed account of the interaction between myself and the customer is detailed below in the letter I submitted to Angie's ListPlease bear in mind this letter was written on 8/17/and since then I have refunded $to the customer
In response to Mr***'s complaint, Magic Plumbing will not honor the request for a refundThe reasoning behind this decision is described in detail below
A leak search in itself is a billable serviceIt promises no resolution or repair, simply expertise and time spent looking for a leak sourceIn this instance, we were called out to investigate a leak from the dishwasher into the garageWe ran the dishwasher, and the kitchen sink, and the ice maker on the fridge, and all fixtures on both the 2nd and 3rd floors before finding a leak from a crack around the tub that needed to be caulkedWe were not able to produce any other leaks so it was assumed our job was completeWe charged $which was paid by Mr*** without any complaintThis was on May 12th
On July 28th, well over two months from our initial visit, we receive a call from Mr*** who inquires as to our warrantyI tell him that a leak search is not a repair but a service and doesn't carry a warrantyHe announces there is still a leak and we didn't fix the problemI acknowledge that we didn't fix the problem because we didn't find a problem, other than the tub crack which he fixed himselfI offered to send another technician back to investigate further, he asked me if there would be another chargeI told him it all depended on how the visit unfolded but that I would be fair and of course would take into consideration the $he had already spentThough sympathetic to the fact there had been money already invested, a leak we investigated ten weeks ago that seemingly has returned does not make us responsible for the leak
After a bit of back and forth trying to explain my position on the matter, Mr*** asked if we can open a wall and fix a leaking drain line because he seemed to have determined where the problem wasI said yes, of courseHe asked how much it would costI told him there was no way for me to price a job without having a technician see it firstMr*** insisted I provide a price so I said gave him my best guess of $Again, there is no logical way for me, the service manager-not even a technician, to price a job site unseen, but I did anyway against my better judgmentInsisting I credit back the original $of the repair, I agreed to discount the service $Admittedly, I backed off of that promise instead offering 10% discount, but again reiterated that I would be more than fair and just wanted to fix the issueMr*** agreed to have a technician stop by the following day
The next morning, before the schedule time, Mr*** cancelled the appointmentI later learned by reading his review he hired another company who completed the repair for less than I quotedI'm certainly glad the problem was resolved though comparing the price to my site-unseen quote is a bit unfair and should not be an indictment on my company's integrity
In the end, it's unfortunate this situation escalated to the level it hasIf Magic Plumbing was afforded the opportunity to return and further investigate the leak, I'm confident a resolution to Mr***'s satisfaction would have been reachedIt is never our intent to leave customers dissatisfied and we go to great lengths to ensure this doesn't happenAs an Angie's List customer, there should have been a 5% discount applied to the service which was notI will gladly mail a check for the difference to Mr***
Initial Consumer Rebuttal /* (3000, 10, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Angie's List advised me to contact Revdex.com
The $was never offered and I am not accepting $
Here is why:
I hired them to fix the leak, not to detect itI specifically asked the dispatcher if they were equipped to open up walls and deal with old cast iron pipes
When their technician arrived in May he would not open up the wall and that's the crux of the matter - they did not do what they were asked to do
Instead the serviceman spent a long time looking for an alternative cause and unfortunately was able to find it - he blamed cracks in bathroom calking for the leak
Though I was doubtful, I had no proof that he was wrong, so I paid
Once I saw the pipe being replaced by another provider, it became clear to me that I paid Magic Plumbing $for nothing
Final Business Response /* (4000, 15, 2015/10/09) */
After careful consideration, Magic Plumbing is standing by it's decision and will not be offering a refundIt is always in our best interest to fulfill our customer's expectations, and this instance was no differentIf afforded the opportunity I'm confident Magic Plumbing would have resolved the issue to the customer's satisfaction, however that was not the caseIt took nearly three months for the customer to advise Magic Plumbing the leak we were originally looking for was still presentAfter making an appointment to have our technician come back out the customer decided to cancel and chose to hire another companyWe respect the customer's decision as sometimes its best to explore other optionsI hope our decision can be respected as well
Final Consumer Response /* (4200, 17, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Magic Plumbing have not offered any solution
They seem to try and subvert the Revdex.com dispute resolution process with verbose vacuous statements
Initial Business Response /* (1000, 8, 2015/09/16) */
This is the second time responding to this complaint as the customer also filed with Angie's ListFor the record, I already sent a $check to the customer as a counter offer to his request for a refundThat is all Magic Plumbing is willing
to offer refundI will paste below the letter I submitted to Angie's List in response to this complaint, but first want to reiterate the most important aspect of this complaint that makes it unjustified, at least in the eyes of the service provider
Magic Plumbing was called out to inspect a leak, which we did, and did in fact find a plumbing leakWe charged for our time and leftweeks later the customer calls back to say we never fixed the problemThis is the basis for our stance on the complaintWhy would it take weeks for a customer to call us back about a leak we were looking for that wasn't found? It would seem a call for this leak would have happened shortly after our visit if this leak was still presentInstead, the call for a return trip is make almost months laterUpon receiving the call from Mr*** it was simply stated that I make no promises of any warranty or refunding of money but would take into consideration monies already spentHowever, before making any determinations a technician needed to see what was going on so we could move forward with a solutionMagic Plumbing was never afforded the opportunity
A more detailed account of the interaction between myself and the customer is detailed below in the letter I submitted to Angie's ListPlease bear in mind this letter was written on 8/17/and since then I have refunded $to the customer
In response to Mr***'s complaint, Magic Plumbing will not honor the request for a refundThe reasoning behind this decision is described in detail below
A leak search in itself is a billable serviceIt promises no resolution or repair, simply expertise and time spent looking for a leak sourceIn this instance, we were called out to investigate a leak from the dishwasher into the garageWe ran the dishwasher, and the kitchen sink, and the ice maker on the fridge, and all fixtures on both the 2nd and 3rd floors before finding a leak from a crack around the tub that needed to be caulkedWe were not able to produce any other leaks so it was assumed our job was completeWe charged $which was paid by Mr*** without any complaintThis was on May 12th
On July 28th, well over two months from our initial visit, we receive a call from Mr*** who inquires as to our warrantyI tell him that a leak search is not a repair but a service and doesn't carry a warrantyHe announces there is still a leak and we didn't fix the problemI acknowledge that we didn't fix the problem because we didn't find a problem, other than the tub crack which he fixed himselfI offered to send another technician back to investigate further, he asked me if there would be another chargeI told him it all depended on how the visit unfolded but that I would be fair and of course would take into consideration the $he had already spentThough sympathetic to the fact there had been money already invested, a leak we investigated ten weeks ago that seemingly has returned does not make us responsible for the leak
After a bit of back and forth trying to explain my position on the matter, Mr*** asked if we can open a wall and fix a leaking drain line because he seemed to have determined where the problem wasI said yes, of courseHe asked how much it would costI told him there was no way for me to price a job without having a technician see it firstMr*** insisted I provide a price so I said gave him my best guess of $Again, there is no logical way for me, the service manager-not even a technician, to price a job site unseen, but I did anyway against my better judgmentInsisting I credit back the original $of the repair, I agreed to discount the service $Admittedly, I backed off of that promise instead offering 10% discount, but again reiterated that I would be more than fair and just wanted to fix the issueMr*** agreed to have a technician stop by the following day
The next morning, before the schedule time, Mr*** cancelled the appointmentI later learned by reading his review he hired another company who completed the repair for less than I quotedI'm certainly glad the problem was resolved though comparing the price to my site-unseen quote is a bit unfair and should not be an indictment on my company's integrity
In the end, it's unfortunate this situation escalated to the level it hasIf Magic Plumbing was afforded the opportunity to return and further investigate the leak, I'm confident a resolution to Mr***'s satisfaction would have been reachedIt is never our intent to leave customers dissatisfied and we go to great lengths to ensure this doesn't happenAs an Angie's List customer, there should have been a 5% discount applied to the service which was notI will gladly mail a check for the difference to Mr***
Initial Consumer Rebuttal /* (3000, 10, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Angie's List advised me to contact Revdex.com
The $was never offered and I am not accepting $
Here is why:
I hired them to fix the leak, not to detect itI specifically asked the dispatcher if they were equipped to open up walls and deal with old cast iron pipes
When their technician arrived in May he would not open up the wall and that's the crux of the matter - they did not do what they were asked to do
Instead the serviceman spent a long time looking for an alternative cause and unfortunately was able to find it - he blamed cracks in bathroom calking for the leak
Though I was doubtful, I had no proof that he was wrong, so I paid
Once I saw the pipe being replaced by another provider, it became clear to me that I paid Magic Plumbing $for nothing
Final Business Response /* (4000, 15, 2015/10/09) */
After careful consideration, Magic Plumbing is standing by it's decision and will not be offering a refundIt is always in our best interest to fulfill our customer's expectations, and this instance was no differentIf afforded the opportunity I'm confident Magic Plumbing would have resolved the issue to the customer's satisfaction, however that was not the caseIt took nearly three months for the customer to advise Magic Plumbing the leak we were originally looking for was still presentAfter making an appointment to have our technician come back out the customer decided to cancel and chose to hire another companyWe respect the customer's decision as sometimes its best to explore other optionsI hope our decision can be respected as well
Final Consumer Response /* (4200, 17, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Magic Plumbing have not offered any solution
They seem to try and subvert the Revdex.com dispute resolution process with verbose vacuous statements