Discount Plumbing

I am rejecting this response because:  I was never hostile toward anyone.  They just kept saying that they needed to do more than replace the heater but that is not true.  And they never replaced parts on my heater previously, they replaced the whole heater 8 years ago.  I only wish they could get their story straight and do the right thing.  They can send me the $100.00 but I will never use them again and I will SHOUT IT FROM THE ROOF TOPS AT WHAT A SCAM THEY ARE.

On the original call (booked and dispatched on October 3) our tech goes over and explains that the issue could be just the pilot assembly or it could also be the gas control valve.  But in an effort to save money the customer agreed to have us just replace the pilot first and see if that...

resolved their problem.  When our tech left, the pilot was on and working and this was acknowledged by the customer.  Thus, everyone thought that the larger repair was not needed and money could be saved.   On the follow up call (October 4) the water heater was not staying lit and our tech advised that while we tried to save some money on the initial call (by just doing one task) that now we would have to replace the gas control valve as well.  Customer is dissatisfied and wants this new job done for free.  Customer calls on October 4 and has a 17 minute phone conversation with our manager in which we offer to give the customer ½ of the credit from the first job toward the second job in an effort to work with them because it sounds like they have a financial hardship.  This wasn’t good enough (or maybe they didn’t understand). On October 5, a male (the grandson) called in and demanded to speak to a manager.  When he was informed that he’d have to leave a voicemail and that a manager would call him back in a little bit (when the manager was done with his onsite visit) the individual called our dispatcher a bh and became aggressive. Unfortunately, we have a zero-tolerance policy for any type of violence.  As a result this customer has been placed on a do not service list. At the root of it, the customer’s argument is that it would’ve been cheaper to have done all the repairs at the same time.  However, we charge by the specific job NOT BY THE HOUR and the customer would’ve ended up replacing both components anyway.  It would have been no cheaper and not in the customers best financial interest to have replaced both components without first trying the first repair.  That would’ve been like replacing the engine if the spark plugs were bad.  Further, the customer didn't want us to replace both components on October 3, otherwise we would have!

WE HAVE DECIDED TO JUST DROP THIS. WE ARE GOING ON VACATION AND DON'T WANT TO DEAL WITH IT ANYMORE.    THANK YOU FOR YOUR TIME.

Consumer states: I told the company we had a leak and they were able to locate it underneath the house which we approved. I wanted the company to explain why they went on the roof and why/what service was performed exactly on the roof.

Hope all is well.  I spoke to my boss and we're willing to send her a refund check of $100 in an effort to just move on.  Let me know if that'll work.  Thanks again!

I am rejecting this response because: this not making me, the consumer whole.  You have reference the design of the plumbing was concern which is not the case.  As previously mentioned, your technician had full access to the property and should have inspected it before making a decision of how to correct the concern.  If I had the expertise and the knowledge you do to run your business, I would not need your services as I would have taken care of the problem myself.  You are blaming the consumer for something Discount Plumbing did.  You also mentioned that I should have said something the day the toilet was placed as it was too late the next day.  I'm not understanding how less than 24 hours notice is making a difference as the toilet had not been used at all.  Again, all I want is to be placed in the same position I was in prior to receiving your service as I am left at a huge disadvantage.  You did not replace my toilet for one similar in quality/design.  It is substandard to the one I had.  One of your options was crediting me $150 for my next service.  This will not work as I no longer plan on using your company for future services given my past experiences.  I would rather have $150 refunded to me NOT a credit.  If this is not possible, then I want my toilet replaced with the same make/model as the one I used to have.

I am rejecting this response because: as I previously had mentioned, the replacement toilet was NOT compatible to the one that I had, other than it being a white toilet.  As I indicated, all I want to be in the same position I was prior to your service.  You are asking that I pay for part of the toilet for a mistake that I did not make.  I did call the next day and did NOT receive a response from you FOR A WEEK.  At the time that I had called, the toilet had not been used at all, therefore being able to be returned.  Again, I'm asking for the toilet to be replaced to the same one that I had (not a much cheaper one) at the company's cost.  In your response, you indicated that this incident happed due to plumbing layout.  Actually, your technician did find the cleanout (after breaking the toilet) from which he was able to fix the plumbing concern.  If he would have done the inspection prior to running the equipment through the toilet, this whole situation would have been prevented.  I'm not the expert in this situation but my assumption is that technicians explore all options/explore premises prior to making a decision for service, correct?  In doing so, it would definitely prevent these situations and avoid blaming the consumer/plumbing.  So again, what I'm asking is for is the following:-to have my toilet replaced with the same one I had.I am not asking for anything better, which I find to be reasonable.  Again, the replacement toilet is not compatible.  Replacement toilet is a [redacted] and the one that I had is [redacted], which you can definitely notice the difference in quality.  In looking up the information between these 2 toilets, you can also read the differences.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Timeline -08/11/15 Original Job Performed08/12/15 Husband Called to Complain08/13/15 Follow Up Courtesy Visit Performed  Original Job -Technician diagnosed that a new strainer was needed in the kitchen sink.  Our technician installed the same type of strainer (chrome) that was there...

and the customer requested to keep the old part. As to our technician commenting about a color change, what he said was that over time chrome won’t be as shinny; which is a true statement and explains why their old part may not have been shinny and perhaps the customer was mistaken about the material of their old strainer (and believed it to be stainless steel).  Courtesy Visit -On 08/13/15, as per the husband’s request we went back onsite in an effort to satisfy everyone.  Upon our arrival the wife provided us with a strainer that the husband [not present] wanted us to install [note the part did not have a UPC (United Plumbing Code) stamp which is required on all plumbing installs]; after notifying the customer of this she still wanted it installed, so our technician removed it from the box and had just begun to start the job when the husband called the wife and within moments she then handed the phone to our employee. During this brief phone conversation the customer’s husband cussed out our employee and used derogatory language including “go fxxx yourself”, “motherxxxxxx”, “piece of sxxx”.  Our employee packed his tools and in a very calm manner left the residence before doing the job. After our technician left the husband called our office and used similar language and was literally screaming into the phone.  After a few minutes of this our CSR got permission from his boss (who overheard the conversation) to end the call because of the husband’s threatening tone. We have a very clear policy that our employees are not to stay in an abusive or dangerous environment or take verbal abuse at anytime; if they experience this they are to walk out of the customer’s home immediately or end the call to remove themselves from the situation.  That is what happened in this instance.  Our Efforts -The part that was initially installed was nearly identical to what was there prior to us doing any work on the site, and with the wife’s permission we replaced it.  Even knowing this, we have offered to replace the part for the customer with whatever he wants at no additional charge (they just need to provide the strainer they want). As to the husband’s comment about the part we installed, we can’t return a used item; which is why we offered to cover the labor portion of the job to the customer in order for him to be satisfied.  Resolution -We would be willing to refund a portion of the job if the customer will provide us with the old strainer to validate his assertion that the strainer is stainless steel.-- Sincerely,[redacted]Discount Plumbing[redacted]    * [redacted]MISSION STATEMENT-TO PROVIDE DEPENDABLE, RELIABLE, SOLUTIONS TO OUR CUSTOMERS.  PROFESSIONALS YOU CAN COUNT ON, QUALITY YOU CAN TRUST.

Unfortunately in the rare situations like this, what occurred was not through the fault of our employee but rather because of the design of Ms. [redacted]’s plumbing system.  We understand how she thinks that our employee is to blame because he was the one doing the work, however this same problem...

would have likely happened to any other company sent out there.  It was a fluke and unfortunately sometimes these things just happen and it’s outside the control of anyone.    When these situations occur (again rarely) we typically extend a courtesy to the customer and will replace like for like (most of our competitors would not even do this).  If a customer has a specific toilet they want then we will cover the labor to install it and give a credit for our standard toilet.  As such, our technician installed a comparable standard bowl toilet.  Our terms and conditions clearly state that we are not responsible for unforeseen conditions, we only did this in an effort to attempt to keep her as a satisfied customer.   Ms. [redacted] did not object or say anything while our technician installed the toilet, nor immediately after the toilet was installed.  Rather, she waited to call until the next day.  At this point, we are unable to return the toilet we purchased and we cannot sell it to another customer.  Had she said something earlier as our tech was putting it in or before he had left, it would have been much easier to resolve.   We apologize if Ms. [redacted] feels this is unsatisfactory, but we feel this is the best we can do given that the primary issue is the design of the plumbing system.

On the original call (booked and dispatched on October 3) our tech goes over and explains that the issue could be just the pilot assembly or it could also be the gas control valve.  But in an effort to save money the customer agreed to have us just replace the pilot first and see if that resolved their problem.  When our tech left, the pilot was on and working and this was acknowledged by the customer.  Thus, everyone thought that the larger repair was not needed and money could be saved.   On the follow up call (October 4) the water heater was not staying lit and our tech advised that while we tried to save some money on the initial call (by just doing one task) that now we would have to replace the gas control valve as well.  Customer is dissatisfied and wants this new job done for free.  Customer calls on October 4 and has a 17 minute phone conversation with our manager in which we offer to give the customer ½ of the credit from the first job toward the second job in an effort to work with them because it sounds like they have a financial hardship.  This wasn’t good enough (or maybe they didn’t understand). On October 5, a male (the grandson) called in and demanded to speak to a manager.  When he was informed that he’d have to leave a voicemail and that a manager would call him back in a little bit (when the manager was done with his onsite visit) the individual called our dispatcher a bh and became aggressive. Unfortunately, we have a zero-tolerance policy for any type of violence.  As a result this customer has been placed on a do not service list. At the root of it, the customer’s argument is that it would’ve been cheaper to have done all the repairs at the same time.  However, we charge by the specific job NOT BY THE HOUR and the customer would’ve ended up replacing both components anyway.  It would have been no cheaper and not in the customers best financial interest to have replaced both components without first trying the first repair.  That would’ve been like replacing the engine if the spark plugs were bad.  Further, the customer didn't want us to replace both components on October 3, otherwise we would have!

Hello,The employee that took the part does not work on Tues and Wed (because he works on the weekends) and he is fishing (according to what one of his co-workers told me - which is why no one can get ahold of him, including me). There is a note on the call that [redacted] has ordered some kind of rubber...

seal for the customer's part (because it won't work without the seal) and that rubber piece is supposed to come in today or tomorrow (there is no charge for this part, [redacted] was doing this as a courtesy for the customer even after the call was cancelled).  Irrespective of this, [redacted] returns tomorrow morning at 9AM and we can return the part to the customer then (if the rubber seal hasn't arrived by then we'll still give her the part, but again it won't work properly without the seal).We apologize for the customer's inconvenience, we are not sure why [redacted] didn't call her back Monday as the notes show that he was asked to do that, however with it being his two days off and in a place where his cell phone isn't working there isn't much else we can do until he returns to work tomorrow morning.Again, if the customer wants to come to our office tomorrow at 9AM she can pickup her part or if she wants it delivered we'll have one of our employees do it when they're in the area tomorrow.  If I don't hear back as to what the customer wants I'll assume that she is coming to get it (I don't want to have one of our guys drop it off and no one be home and then something happens to the part, I want to confirm that someone can get it from our guy).Thanks and sorry for what appears to be some kind of miscommunication![redacted]

Consumer states: The company set an appointment with me on Saturday and did not show nor have they contacted me about it.

Discount Plumbing saved me and my husband on the weekend! Our water heater started leaking and started flooding my garage. I called the Discount Plumbing and their technician came within 30 minutes. Danny was professionally looking and very attentive to my problem. He explained us the cause of the problem and started immediately working. Within 2 hours we were happy owners of a new Water Heater. Will recommend them to all my friends!

I've had Discount Plumbing for several years. They've done so many different jobs for me, from fixing water pipes under the house, to replacing seals on the toilets, to replacing faucets and shower heads. They've done just about everything for me. I like that they're very knowledgeable about the jobs. They explain what the problem is and how they're going to take care of it. They give you the price upfront and are straightforward and honest with you. The first time they came and repaired a broken water pipe under the house, the gentleman had a binder and every job had a price listed in there. He showed me exactly what the price was when he started and he stuck to it. The plumbers are always friendly and they are respectful of my home. They put down plastic where they have to go under the house. They make sure to put slippers over the shoes so they don't track in dirt. They take off the coveralls over the plastic, and they're just a very professional company overall.

Review: My water heater went out on 9/5/2015. I contacted Discount Plumbing the next day and asked if there was a premium price to come out because it was a holiday weekend. They said no. [redacted] came out that morning, played with the heater for a few minutes and said I needed a new water heater at the tune of $1600.00. When I asked Frank why so much, he said it was the going price. How could I question him on that? That was the price he quoted me from the very beginning. Even though I told him I didn't have that kind of money, I told him to wait a minute and I made a call to borrow some money. I got it and so he proceeded to take the water heater out and replace it. That next Tuesday at my work we had a plumbing issue and I asked the plumber that came out to do the work for us what he charged for a new water heater. He told me it was $750.00. I was floored to say the least. My son called Discount Plumbing and could get no where with them as far as a partial refund so I called them. [redacted] called me back and said he needed to talk with Frank and would call me back on Monday, the 14th. I have not heard from him as of yet. He told me that the heater cost was $500.00 and they had to replace a couple things on the heater, which I do not believe they replaced anything, and did I not expect them to make any money. I told him the parts could only be a few dollars and yes I expect them to make some money but not $1100.00 which is a little excessive. I would like a partial refund. The parts that are on the water heater are dusty and dirty. I do not believe they replaced anything. I feel they took advantage of an older person, trusting in a smiling gentleman that came to help.Desired Settlement: I would like to have a refund of at least $600.00 or more. That leaves them with a mark up of $500.00 which I feel is more than a fair price since it is double the price of the new water heater.

Business

Response:

Hello, Thanks we are aware of Ms. [redacted] complaint and have actively trying to resolve it. Below, we have addressed each of her concerns in her complaint.1. The competitor that quoted her $750.a. Unfortunately in this industry it is commonplaceto blatantly lie to consumers in order to (a) get the job or (b) make the othercompany look bad so that next time the homeowner will contact thatplumber. We have a strict company policyprohibiting this, but this type of mentality is rampant in the industry. Further, often times this happens then at theend of the job the company will make up some excuse to charge the customer moremoney than was originally quoted.b. Further, the tech was not at the house and couldnot see the specific scenario; thus, there is no way a reasonable estimatecould’ve been given. 2. Price Concerna. We have flat rate up front pricing. As the customer states, our tech provided aprice before doing any work. Our pricingis in line with our direct competitors (as it is also common place in thisindustry to price check competitors). Further, there are several competitors that have pricing significantly higherthan ours. 3. Replacement Necessary?a. The unit was old and we have a record ofreplacing parts on it over the years – this suggests that it was time toreplace the unit and bolsters our tech’s assessment.4. Material Pricea. [redacted] has been in this business over 20 years, andunfortunately the material price he mentioned to the customer is just inaccurateand an old price. Our material cost onthis job was significantly more (not to mention tax).5. Follow Upa. Unfortunately the customer became hostile whilespeaking to [redacted] and as a result we feel like any good faith effort we do toresolve this complaint will not resolve in the customer being happy. That said, we are willing to refund $100 inan effort to satisfy her.As a general note, the customer’s son ([redacted]) called and aservice manager spoke with him after the job was complete about the pricingconcern. Most of the information (mostbecause this complaint includes more than just the price concern [redacted] calledabout) has been relayed to [redacted] and he said that it was a satisfactory explanation. Unfortunately Ms. [redacted] is fixated on a bogusprice. Thanks for your help.

Consumer

Response:

I am rejecting this response because: I was never hostile toward anyone. They just kept saying that they needed to do more than replace the heater but that is not true. And they never replaced parts on my heater previously, they replaced the whole heater 8 years ago. I only wish they could get their story straight and do the right thing. They can send me the $100.00 but I will never use them again and I will SHOUT IT FROM THE ROOF TOPS AT WHAT A SCAM THEY ARE.

Business

Response:

I am glad that you accepted our offer of resolution. We are sorry for any negative experience, we value our customers. We will also send out a $100 gift certificate in case you have a drain cleaning issue (usually the $100 covers the cost).

Review: I had called in regards t a leak in shower plumbing and a plumber by the name of [redacted] was dispatched. Upon [redacted] getting to my property he told me he could fix it right away but then he couldn't find the main shut off for the water. He told me he would be back the next morning 9 am once we had already found the shut off to fix it. Not only did he take a shower part with him that I have to wait for him to return so that the bathroom remodel at my home can continue, he now will not answer any of my calls.I requested to cancel the job because he never showed at the agreed time, it was 1pm when I finally decided to cancel. I would LIKE MY PART BACK!Desired Settlement: I WOULD LIKE FOR THEM TO RETURN THE PART THAT THEY TOOK THAT LEGAL BELONGED TO ME!

Business

Response:

Hello,The employee that took the part does not work on Tues and Wed (because he works on the weekends) and he is fishing (according to what one of his co-workers told me - which is why no one can get ahold of him, including me). There is a note on the call that [redacted] has ordered some kind of rubber seal for the customer's part (because it won't work without the seal) and that rubber piece is supposed to come in today or tomorrow (there is no charge for this part, [redacted] was doing this as a courtesy for the customer even after the call was cancelled). Irrespective of this, [redacted] returns tomorrow morning at 9AM and we can return the part to the customer then (if the rubber seal hasn't arrived by then we'll still give her the part, but again it won't work properly without the seal).We apologize for the customer's inconvenience, we are not sure why [redacted] didn't call her back Monday as the notes show that he was asked to do that, however with it being his two days off and in a place where his cell phone isn't working there isn't much else we can do until he returns to work tomorrow morning.Again, if the customer wants to come to our office tomorrow at 9AM she can pickup her part or if she wants it delivered we'll have one of our employees do it when they're in the area tomorrow. If I don't hear back as to what the customer wants I'll assume that she is coming to get it (I don't want to have one of our guys drop it off and no one be home and then something happens to the part, I want to confirm that someone can get it from our guy).Thanks and sorry for what appears to be some kind of miscommunication![redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: -DID NOT DO AS REQUESTED REGARDING A SIMPLE QUOTED ESTIMATE.

-PLUMBER WENT AHEAD AND FIXED PROBLEM WITHOUT CONFIRMING PRICE AND PROBLEM.

-[redacted] SPOKE TO A GENTLEMAN REGARDING A PRICE QUOTE. HE UNDERSTOOD I SPECIFICLY STATED JUST A QUOTE. HE THEN GAVE ME A QUOTE AND SAID IT "MAYBE" A DRAIN CLEANING, WHICH WOULD BE $99

WE CALLED PER SAW BILL BOARD AD OFF OF 99 SOUTH FOR FREE ESTIMATE.

-[redacted] THEN CAME ON PHONE TO CONFIRM ADDRESS AND THAT A PLUMBER WILL BE AT WAREHOUSE SOON. (BOTH PARTIES DID NOT CONFIRM PRICING.)

-PLUBMER BY THE NAME OF [redacted] THEN CAME TO OFFICE AREA AND SPOKE TO BOTH [redacted] AND [redacted] ABOUT WHERE EXACTLY THE PROBLEM IS.

[redacted] THEN TOOK [redacted] TO BATHROOM AND SHE SPECIFICLY STATED(ALSO)THAT ALL WE NEEDED WAS A PRICE QUOTE.

[redacted] DID THE JOB WITHOUT CLARIFYING WHAT WAS WRONG, AND A PRICE ESTIMATE OF HOW MUCH IT WAS.

-HE CAME TO BOTH [redacted] AND [redacted], FIRST TOLD [redacted] THE PROBLEM THEM FILLED [redacted] IN ON WHAT WAS DONE.

[redacted] AND [redacted] THEN TOLD HIM THAT WE DID AUTHORIZE ANYONE TO DO ANY PLUMBING WORK. ALL WE REQUESTED WAS A FREE ESTIMATE.

[redacted] THEN SAID ALL I GOT WAS A TEXT THAT THERE WAS WORK IN STOCKTON AT [redacted] & [redacted] TO BE THERE BEFORE 5PM.

-DISCOUNT PLUMBING OFFICE WAS NOT SPECIFIC WITH HIM THAT ALL.

[redacted] THEN TOLD HIM THAT WE COULD NOT PAY ANYONE BECAUSE WE NEEDED TO GET AN APPROVAL FROM OUR SUPERVISOR TO CONTINUE WITH PLUMBERS DUTY AND PRICING. (NO ONE AUTHORIZED ANYTHING) JUST A ESTIMATE.

[redacted] THEN SAID IT WAS OK, THAT HE DID THE WORK ANYWAY, IF YOU TOLD HIS OFFICE THAT IT WAS JUST A QUOTE THEN THERES NOTHING HE CAN DO ABOUT IT. [redacted] OR [redacted] DID NOT SIGN ANYTHING.

[redacted] SPOKE TO [redacted] IN OFFICE REGARDING SITUATION AND SINCE FURTHER ACTION WAS TAKING WITHOUT AUTHORIZATION, SHE COULD NOT FORCE US TO PAY.

[redacted] THEN NOTICED HIS TRUCK WAS STILL HERE AND GOT UP TO SEE WHERE [redacted] WAS.

[redacted] WAS TRYING TO GET SOMEONE IN OUR WAREHOUSE TO SIGN OFF SLIP WITHOUT ANYONES APPROVAL, KNOWINGLY WHAT [redacted] AND [redacted] HAD AREADY TOLD HIM.

-NO ONE IN OUR WAREHOUSE WAS AWARE OF THE PROBLEM,

-ONE OF OUR WORKERS NAMED [redacted] THEN SIGNED THE SLIP TO AUTHORIZED PRICE AND WORK WAS DONE.

[redacted] WAS NOT AWARE OF ANYTHING, HE IS NOT AUTHORIZED TO SIGN FORM, NOR IS HE LIABLE

[redacted] TRICKED ONE OF EMPLOYEES TO SIGN.

VERY IMPROFESSIONAL!

-BOTH [redacted] AND [redacted] SPOKE TO THE DISCOUNT PLUMBING REGARDING SITUATION.

-THEY SAID NO ONE TOLD THEM IT WAS ONLY A QUOTE. WHEN [redacted] AND [redacted] SPECIFICLY TOLD THEM OVER AND OVER, WE DONT KNOW WHAT PART THEY DIDNT UNDERSTAND ABOUT A SIMPLE QUOTE/ESTIMATE OF PROBLEM.

-"NOW" DISCOUNT PLUMBING DOES NOT KNOW ANYTHING ABOUT WHAT WE SPECIFICALY TOLD THEM (QUOTING).. AND THEIR OFFICE IS NOW NEGLECTING TO LIVE UP TO THEIR FREE ESTIMATE AND IS GOING FKORWARD WITH INVOICING US FOR SOMETHING THEY TOOK UPON THEM SELFS TO COMPLETED.

-OUR OFFICE FOLLOWED UP WITH MANAGER [redacted] AND HE WAS VERY RUDE AND BLAMED SITUATION ON [redacted] FEELS TEHY ARE NOT AT FAULT PER REQUESTED FREE ESTIMATE WHICH THEY MARKET.Desired Settlement: WE ARE BEING INVOICED OF $288 WE WISH TO BE REFUNDED THIS AMOUNT IF THEY OBLIGATE US TO PROCEED WITH PAYMENT.

Business

Response:

Initial Business Response

We were informed that this complaint was closed by crediting 50% of the bill.

Now that doesn't appear to be the case. Our customer service manager is following up with the customer (the business owner) for clarification.

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Review: In the invoice the technician wrote that he went up the roof and charged me for that. However, my roommate was with him all the time and he testified that he never went up the roof. I communicated with Discount plumbing asking about the discrepancy between the invoice and the actual work. Discount plumbing told me that the tech had to go up the roof and is a two men job so they charged me double. Now, 07/22/15, discount plumbing refuse to refund the money.Desired Settlement: Since they broke the contract, we want $498.00 refund. The whole invoice reads $799.45

Business

Response:

Hello,Thanks for the inquiry. We have investigated the referenced incident and have come to the following conclusion:1. The customer states that our technician charged him for going up on the roof and this was stated on the invoice. After reviewing the invoice (see attached) and speaking with the technician it is clear that this was done. We also agreed to a repair of a 3/4" copper pipe leaking from under the house which was also performed.2. Further, the customer (and/or his tenant) acknowledged the price prior to us doing the work (along with the scope of work) and upon completion acknowledged that the work was complete (two separate signatures using two different pens). As a courtesy, we are willing to refund the customer $129 (our price for drain cleaning) for any inconvenience. If you or the customer has any other questions please don't hesitate to let me know.Thanks,[redacted]

Consumer

Response:

Consumer states: I told the company we had a leak and they were able to locate it underneath the house which we approved. I wanted the company to explain why they went on the roof and why/what service was performed exactly on the roof.

Business

Response:

The technician that went out to the customer's property will call him tomorrow; alternatively we can send our technician's manager and technician to the property tomorrow to discuss this in person.Thanks,[redacted]

Consumer

Response:

Consumer states: The company set an appointment with me on Saturday and did not show nor have they contacted me about it.

Business

Response:

Company states: We went on the roof to clear the drain. The work that was done under the house was for another repair which is why on the invoice says it is Quantity 2. The work on the roof and the work under the house were for different things. We repaired the pipe underneath and cleared the drain through the roof. We actually gave this consumer a deal for this job. Our management offered to refund the consumer some of it but when we reached out to them the conversation became argumentative. We feel that we have given this consumer a deal and the work performed was necessary and signed by the consumer.

Review: CAME OUT TO FIX LEAK IN KITCHEN SINK. FOUND IT NEEDED A NEW DUO STRAINER DRAIN PART. SERVICE PERSON CHANGED IT, WITH WRONG TYPE. WE HAVE STAINLESS STEEL SINK. HE PUT CHROME PART. HE TOLD WIFE THIS WAS NORMAL AND IT WOULD CHANGE COLORS. SO SHE SIGNED OFF ON JOB. ( SHE HAS NO KNOWLEDGE OF PLUMBING). I ASKED THEM TO COME BACK AND REPLACE WITH PROPER STAINLESS STEEL PART. MANAGER SAID NO, BECAUSE WIFE SIGNED OFF ON JOB. BUT, HE SAID , THEY WOULD CHARGE US FOR THE PROPER PART, NO SERVICE CHARGE. AND WOULD NOT REIMBURSE US FOR THE WRONG PART. THIS UPSET ME VERY MUCH. IT WAS THIER MISTAKE AND THIER SERVICE TECH. LIED TO MY WIFE ABOUT IT BEING RIGHT. I FEEL THEY SHOULD COME BACK AND PUT PROPER STAINLESS STEEL PART WITH NO CHARGE TO INSTALL. WE ARE WILLING TO PAY THE DIFFERENCE OF THE TWO PARTS. ( I THINK THEY SAID THE STAINLESS STEEL PART WAS $10.00 MORE) SERVICE TECH DECEIVED MY WIFE INTO THINKING IT WAS THE RIGHT PART, SO I FEEL THIS SHOULD VOID THE CONTRACT SHE SIGNED OFF ON. THEY ARE AT FAULT.Desired Settlement: COME BACK OUT, REIMBURSE FOR WRONG PART (CHROME) INSTALLED . ($60.00) INSTALL PROPER STAINLESS STEEL PART. WHICH WE WILL GLADLY PAY FOR ( PRICE PREVIOUSLY QUOTED $70.00)) AND NO SERVICE CHARGE DUE TO THIER MISTAKE .

Business

Response:

Timeline -08/11/15 Original Job Performed08/12/15 Husband Called to Complain08/13/15 Follow Up Courtesy Visit Performed Original Job -Technician diagnosed that a new strainer was needed in the kitchen sink. Our technician installed the same type of strainer (chrome) that was there and the customer requested to keep the old part. As to our technician commenting about a color change, what he said was that over time chrome won’t be as shinny; which is a true statement and explains why their old part may not have been shinny and perhaps the customer was mistaken about the material of their old strainer (and believed it to be stainless steel). Courtesy Visit -On 08/13/15, as per the husband’s request we went back onsite in an effort to satisfy everyone. Upon our arrival the wife provided us with a strainer that the husband [not present] wanted us to install [note the part did not have a UPC (United Plumbing Code) stamp which is required on all plumbing installs]; after notifying the customer of this she still wanted it installed, so our technician removed it from the box and had just begun to start the job when the husband called the wife and within moments she then handed the phone to our employee. During this brief phone conversation the customer’s husband cussed out our employee and used derogatory language including “go fxxx yourself”, “motherxxxxxx”, “piece of sxxx”. Our employee packed his tools and in a very calm manner left the residence before doing the job. After our technician left the husband called our office and used similar language and was literally screaming into the phone. After a few minutes of this our CSR got permission from his boss (who overheard the conversation) to end the call because of the husband’s threatening tone. We have a very clear policy that our employees are not to stay in an abusive or dangerous environment or take verbal abuse at anytime; if they experience this they are to walk out of the customer’s home immediately or end the call to remove themselves from the situation. That is what happened in this instance. Our Efforts -The part that was initially installed was nearly identical to what was there prior to us doing any work on the site, and with the wife’s permission we replaced it. Even knowing this, we have offered to replace the part for the customer with whatever he wants at no additional charge (they just need to provide the strainer they want). As to the husband’s comment about the part we installed, we can’t return a used item; which is why we offered to cover the labor portion of the job to the customer in order for him to be satisfied. Resolution -We would be willing to refund a portion of the job if the customer will provide us with the old strainer to validate his assertion that the strainer is stainless steel.