Please see attached letter and documentation of job specifics and communications with the customer.MASTER PLUMBERS LLCP•O• BOX HOBBS, NEW MEXICO ###-###-#### Re: Claim # *** To Whom It May Concern: Our company was called to make repairs @ 1/3/to a water faucet on the above
mentioned claimRepairs were made and customer was shown repairs and there was no leak or pipe broken which should have been immediately evidentCustomer was shown the work, signed for the work, and accepted the work as it was in proper working order at the time of completionAll piping that was worked on by our company was above the ground and easily visible as is shown in the photosThen on Saturday, 2/20/(around days after initial call) we were called to go fix a water faucet that we had worked on earlier at no costWe sent a tech out on the weekend and looked at the projectAfter looking at the job he stated that he didn't think it would be under warranty due to the leak being under the ground and what we had worked on previously being above the groundAt this point our tech was told to leave the propertyThen on the following week one of our managers attempted to get in contact with the customer at least two times to go check tech's findingsHe left a message with someone at the residence for them to call us and as of this date we have received no further communication from the customerOur company stands behind all of its work and would be glad to have one of our managers look at this project if the customer would be legitimate enough to contact us and allow our manager to go over and look at the job to see if there could possibly be a problem with the installationThanks, Master Plumbers Management
Complaint: ***
I am rejecting this response because: The company has not directly addressed any of my concerns, nor do they seem willing to do soA token apology does not negate the repeated disrespect that was shown by representatives of this companyI feel bullied and subjected to intimidation The first response from the company was quite unprofessional and cannot be taken back. Regarding the work done in January--I was not so concerned with the final priceI believed that it was fair, I had quickly looked at the cost of a new gallon hot water heaterHowever, again, I was forced to take a 55 (represented as a 50 ) gallonI felt that I had no choiceIt was late evening and I had gallons of hot water in my kitchen The representatives left a mess in my yard that I had to clean up This invoice was not uncomfortable to approveHowever, the representative said that his supervisor would be by the next day to make sure he done the installation correctlyThis issue has not been confirmedI would like to think that a truly professional company would have been more than happy to do soIf the representative was not fully qualified, then why was he sent?Regarding the work done in June--I was so extraordinarily taken aback by the brashness of the representative when he called to say they were on their way that I started to cancel the service callHowever, not dreaming that a minor repair to a drippy, not leaking, shower head would cost me over a thousand dollars, I went ahead and let them comeThe brash and unprofessional attitude continued once the representatives arrivedI was so uncomfortable with the attitude and behavior of the two representatives that I let them continue the work, even after I saw the estimateI just wanted them out of my house I asked about the cost at the time; the representative talked in circlesAnd, their policy is clear, I would have been charged for the visit whether they completed the work or notAnd since, according to the supervisor that I communicated with on numerous occasions (phone, face-to-face, email,) they charge a flat rate for all service calls, I would have been charged the same excessive rate even had I not allowed them to do the workI fully expected to have a choice of what hardware was installedI was notI was told that the company only uses the Wolverine brand because no other company keeps it in stock because it is so expensiveThis way their customers will always have to call them back Part of the work was done so shabbily that they had to come backI insisted that someone other than the previous representatives do the workThe original two had also left an incredible mess for me to clean upI do not appreciate being asked if I lived alone; that my house was too nice for one personI reiterate these concerns in an attempt to receive a clear explanation of the cost and why I agreed to the work. When the supervisor came back, he did offer me an opportunity to have some of the cost refunded since "I was not fully educated by the original representative"I agreed upon a refund that I thought he would accept rather than what I thought was fairWhen the supervisor called me the last time, I was actually online with my credit card companyI could see one charge that had gone through and a duplicate charge that was pendingI told him so and told him exactly what the fraud department had told meI do have this conversation on tape I agree that they only ran one charge through, but all they had to do was run the pending charge through and I would have been charged twiceThey most assuredly ran my card through twiceThe supervisor also told me when discussing the price of the hardware, that it was expensive, it was the bestHe could guarantee they had $10,in inventoryI knew then he was not going to be honest and transparent. If this company is as professional as they claim they are, then why will they not account for the cost of the shower hardware? Why will they not explain labor costs? These are simple questionsThe supervisor did tell me finally that he "thought" that the hardware was about $and the access door that had to be installed was probably about $I then asked him if that meant the labor was about $He became argumentative and told me about this national company that helped them set a flat rate--that they charged every customer the same labor costsHe went onto explain that if a job ran long with this labor pricing policy in place, their workers/work would always be coveredI asked him then if that did not mean that I had just paid for overtime on another jobHe became more argumentativeAgain, I reiterate my concerns in hopes that a transparent accounting of the costs will be forthcomingThis is all I ask. I believe that I was taken advantage of because I am a single female over sixtyWhile I would like to think that no one would ever have to be charged $1000+ for a new shower head, I am concerned that there are other people just like me that are in the position of being taken advantage ofI am a highly educated, highly trained active professional in my fieldIf I ever treated anyone the way this company treated me, I would no longer have my job. If my understanding of the actions of this company can be clearly and thoroughly documented as unreasonable, then I will legitimately apologize and never call them for service again; I will never again interact with them for any reasonI respectfully suggest that sharing the accurate cost of the new hardware and a transparent representation of the labor costs would go a long way to resolving this situation.
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
On our first visit, the customer had no complaint with our flat rate pricing when the job went extremely long and we still stuck with our original flat rate priceCustomer was in error when she stated that she would've been charged the "excessive" rate if she declined the workAs was explained to her when she signed up for our service agreement membership, she would not have been charged anything if she had declined the workOne of the selling points of membership agreement is that as long as you are a service agreement member, you are not charged a service call (trip charge) as long as the membership is not expired or for a lifetime if you purchase the lifetime membershipWhich means if she had declined the work there would be no charges period for us to come look at the jobAll work done for the customer was reviewed by her and signed BEFORE the work began and is on a legal and binding contractAs was attached on our previous email. The tech mentioned is not brash by any strech of the imagination, however he does have a heavy hispanic accentHe is one of our top technicians and we have never had this kind of complaint on himHe is fully licensed and very experinced in his field of workAs stated before we NEVER tried to run the card twice (see attachment)Our prices are the same for everyoneHer price is the same as if she were one of our local customers regardless of the fact that it is a 1/hour trip one way to her residenceRegarding the mess that was left, we would like to have pictures of the mess that was left as it is NEVER our intention to leave a mess and not rectify it immediately if we are notified properlyMy technian did mention the fact that he asked the customer for a vacuum as he was going to clean the mess up that he made and she advised them it was ok and not to worry with it, she would take care of itAs is stated in the phone call attached, we apologized for any mistakes made, (messes left, lack of communication, etc)and offered that the customer name whatever it took for her to feel that she was being treated fairly as we do not take advantage of our customers and she requested the refund that was givenThus the reason for the $credit to her account on 6/17/(please listen to the attached phone call which is our conversation with the customer). Master Plumbers
Complaint: ***
I am rejecting this response because:
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]I was told there was no mileage charge, & they were only here on location for hours & minutes. According to the invoice it looks like they charged me for the same thing twice just reworded it. They did half of the job on the 1st day & came back the next day & finished the job up
We have tried in every way possible to get this problem resolved for this customer, including issuing a credit to her account in the amount of $303.51. Our supervisor has driven over to the job location and spoke with Mrs [redacted] and we also have the recorded phone conversation with which she is...
referring to, implying that our supervisor got rude with her. That implication is COMPLETELY wrong and unfounded, we will be happy to submit this recording. Our supervisor was very courteous throughout the entriety of the phone call and advised Mrs [redacted] that we would do whatever it takes to see that she was happy and feel that she was treated fairly. The operation of our company does not change from customer to customer. We can not change the way we operate because Mrs [redacted] disagrees with the way we do our invoicing or the way our pricing is set. She advised My supervisor that she would be fine with us crediting her account $303.51 and implied that would take care of the problem. I am of the opinion that nothing we can do will be enough to make this customer happy.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
To
Whom It May Concern,
Master
Plumbers would like to respond to a concern from one of our valued customers
regarding paying over $200.00 per hour for less than (4) hours of work. Upon discussing this with our technician,
reviewing our GPS time and...
travel devices and looking at our onsite photos
(attached) we would like to first apologize to our customer for any
misunderstanding that may have occurred during our service to customer experience. Master Plumbers is attaching our technicians
description of work and photos for your review.
Our GPS tracking shows the mileage is 20.9 miles one-way to customer’s
residence which would be a total of 83.6 miles road time, seeing (2) trips were
made to complete the job. Per our
invoice we only charged for time at the jobsite which equals five hours and
twenty-six minutes by our GPS tracking.
Also, attached is the first estimate showing the flat rate price to
replace the emergency valve that was later removed from the final invoice and
was actually replaced by our technician at “no charge”.
Master
Plumbers also offered our $90.00 promo as a value to our customers which would
normally be priced out separately with the camera charge starting at $100.00
for the camera plus per hour labor charges.
With all this being said, Master Plumbers has a reputation of having the
best trained technicians around. Every
technician is thoroughly trained to examine every situation and to recommend
the right options to our customers and we stand behind our work to make sure
our customers are happy. We rarely have
to handle any type of complaint. I can
assure you that if there is any way to improve the outcome of a service call we
will go out of our way to do so. There
was also other costs involved in the job and if our customer would like to
discuss this further with Master Plumbers we will be glad to listen and provide
answers to any questions they have.
Can you please submit this into our response for Complaint ID #[redacted]. First, we would like to apologize for any lack of courtesy or professionalism on our part that there might have been. We would also like for you guys to take into consideration this fact, it is our company policy not to start a job without prior acknowledgement signature by our customers stating that they approve us to begin the work, approve the pricing quoted, and are given options to choose from, etc. I have attached a copy of our invoices which were signed both before the jobs were done, giving us approval to begin, and after the jobs were done with the customer saying all work was done to her satisfaction. The customer also states that we had tried to charge her credit card twice. Upon review of our credit card statement there was only one charge ran/attempted by our company, there may have been a mix up with her credit card company. We will be happy to submit statements from our credit card processor to show we only attempted this charge once should you want to review them. Descriptions were given before the jobs were done and are on the invoices. We do not have a time and material breakdown, we are not a time and material company. All work is done on an upfront pricing or bid work basis as is stated on estimates before work began and is signed and agreed to on invoices by the customer. Please let us know if there is further questions or concerns. Thank you, Radeena S[redacted]
Complaint: [redacted]
I am rejecting this response because: Plumber attached faucet to existing pipe above ground that was connected to pic pipe below ground and they moved it forward several inches breaking the pic pipe below ground. It took time for the water to come to the top of the ground. The faucet was too short to go through the cinder block fence and should have been longer. The owner sent another Plummer to tell me they were not responsible.Since then I had another Plummer fix the water leak and put another faucet on with the right distance to the pipe. It has cost me another $350.00. How does Master plumbers think that the pvc pipe got busted Its called common sense
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
First of all We apologize for any rudeness there may have been on our technicians part, that is not our practice and we are looking into that on our end. As the customer stated, we did actually do a job at this residence in 2014 which was a one time promo per residence that we were running at the...
time and the cost was $90.00 plus tax. This is listed on the invoice as described (PROMO - DRAIN UNSTOPPAGE AND CAMERA JOB - THIS IS A 1 TIME PER ADDRESS PROMOTION ONLY). I am not sure where the $600.00 figure came from because as noted on the invoice (which did not have a charge at all) our Tech states that the charges would be $302.00 plus tax. and that was the best price available. All of our phone calls are recorded and I have pulled both calls up, the initial call for service and the call where our dispatcher called and advised the customer ([redacted]) that one of our jobs had went bad on us and asked the customer ([redacted] who made the inital call) if the next day would be ok. [redacted] assured our dispatcher that the next day would be fine. We then asked [redacted] if there was a certain time the next day that would be better for her and she said no and advised that anythime the next day would be fine. While we do try to get to all our customers ASAP, there are things that come up that are out of our control and at times we do have to reschedule jobs that are on our books. I have attached a copy of the no charge invoice to this response.
Complaint: [redacted]
I am rejecting this response because: Master Plumbers is still avoiding responding to my key questions---the exact cost of the hot water heater, the exact cost of the shower head and faucet, and how labor costs are calculated. Their responses continue to offer token apologies while continuing to attack my veracity, my personal dignity, and my personal honor. For example, I can continue to repeat that they did charge my account twice. and they will continue to deny it. However, it is true, they did. I can continue to say that I agreed to a specific partial refund only because I believed that the supervisor that I was dealing with would not agree to anything else; the company will continue to attack me. The company insists that the labor costs were just, while not clearly delineating them, because the two workers stayed a long time. In reality, they did not come prepared to complete the work. They had to leave and purchase some materials. They then hurried through the work so quickly that the company had to come back and redo some of the work the next day. They were not actively engaged in their job longer than the two that installed a new not water heater or the two that came in June 2015. The bottom line is that I want to know the exact cost of the hot water heater, the shower hardware and how the labor costs were calculated. if the company is not willing to share how the labor costs are calculated, then maybe they will be more comfortable in sharing contact information with the national company that guided them in their "flat rate for every customer" labor costs policy. This information should be simple enough to provide. I see no reason for a truly professional company to disagree. I believe that failure to willingly do so is an attempt to intimidate and bully me because I am a single woman over sixty.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Complaint: [redacted]
I am rejecting this response because: I feel like it was one job that was left unfinished till the next day, & it looks like you charged me for the same thing twice, just changed the words around to make it look like it was 2 different jobs. I was also told that there was no trip charge, so the total time he/they were here was 3hrs & 22 min. Making the cost to me over $200.00 an hr.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Please see attached letter and documentation of job specifics and communications with the customer.MASTER PLUMBERS LLCP•O• BOX HOBBS, NEW MEXICO ###-###-#### Re: Claim # *** To Whom It May Concern: Our company was called to make repairs @ 1/3/to a water faucet on the above
mentioned claimRepairs were made and customer was shown repairs and there was no leak or pipe broken which should have been immediately evidentCustomer was shown the work, signed for the work, and accepted the work as it was in proper working order at the time of completionAll piping that was worked on by our company was above the ground and easily visible as is shown in the photosThen on Saturday, 2/20/(around days after initial call) we were called to go fix a water faucet that we had worked on earlier at no costWe sent a tech out on the weekend and looked at the projectAfter looking at the job he stated that he didn't think it would be under warranty due to the leak being under the ground and what we had worked on previously being above the groundAt this point our tech was told to leave the propertyThen on the following week one of our managers attempted to get in contact with the customer at least two times to go check tech's findingsHe left a message with someone at the residence for them to call us and as of this date we have received no further communication from the customerOur company stands behind all of its work and would be glad to have one of our managers look at this project if the customer would be legitimate enough to contact us and allow our manager to go over and look at the job to see if there could possibly be a problem with the installationThanks, Master Plumbers Management
Complaint: ***
I am rejecting this response because: The company has not directly addressed any of my concerns, nor do they seem willing to do soA token apology does not negate the repeated disrespect that was shown by representatives of this companyI feel bullied and subjected to intimidation The first response from the company was quite unprofessional and cannot be taken back. Regarding the work done in January--I was not so concerned with the final priceI believed that it was fair, I had quickly looked at the cost of a new gallon hot water heaterHowever, again, I was forced to take a 55 (represented as a 50 ) gallonI felt that I had no choiceIt was late evening and I had gallons of hot water in my kitchen The representatives left a mess in my yard that I had to clean up This invoice was not uncomfortable to approveHowever, the representative said that his supervisor would be by the next day to make sure he done the installation correctlyThis issue has not been confirmedI would like to think that a truly professional company would have been more than happy to do soIf the representative was not fully qualified, then why was he sent?Regarding the work done in June--I was so extraordinarily taken aback by the brashness of the representative when he called to say they were on their way that I started to cancel the service callHowever, not dreaming that a minor repair to a drippy, not leaking, shower head would cost me over a thousand dollars, I went ahead and let them comeThe brash and unprofessional attitude continued once the representatives arrivedI was so uncomfortable with the attitude and behavior of the two representatives that I let them continue the work, even after I saw the estimateI just wanted them out of my house I asked about the cost at the time; the representative talked in circlesAnd, their policy is clear, I would have been charged for the visit whether they completed the work or notAnd since, according to the supervisor that I communicated with on numerous occasions (phone, face-to-face, email,) they charge a flat rate for all service calls, I would have been charged the same excessive rate even had I not allowed them to do the workI fully expected to have a choice of what hardware was installedI was notI was told that the company only uses the Wolverine brand because no other company keeps it in stock because it is so expensiveThis way their customers will always have to call them back Part of the work was done so shabbily that they had to come backI insisted that someone other than the previous representatives do the workThe original two had also left an incredible mess for me to clean upI do not appreciate being asked if I lived alone; that my house was too nice for one personI reiterate these concerns in an attempt to receive a clear explanation of the cost and why I agreed to the work. When the supervisor came back, he did offer me an opportunity to have some of the cost refunded since "I was not fully educated by the original representative"I agreed upon a refund that I thought he would accept rather than what I thought was fairWhen the supervisor called me the last time, I was actually online with my credit card companyI could see one charge that had gone through and a duplicate charge that was pendingI told him so and told him exactly what the fraud department had told meI do have this conversation on tape I agree that they only ran one charge through, but all they had to do was run the pending charge through and I would have been charged twiceThey most assuredly ran my card through twiceThe supervisor also told me when discussing the price of the hardware, that it was expensive, it was the bestHe could guarantee they had $10,in inventoryI knew then he was not going to be honest and transparent. If this company is as professional as they claim they are, then why will they not account for the cost of the shower hardware? Why will they not explain labor costs? These are simple questionsThe supervisor did tell me finally that he "thought" that the hardware was about $and the access door that had to be installed was probably about $I then asked him if that meant the labor was about $He became argumentative and told me about this national company that helped them set a flat rate--that they charged every customer the same labor costsHe went onto explain that if a job ran long with this labor pricing policy in place, their workers/work would always be coveredI asked him then if that did not mean that I had just paid for overtime on another jobHe became more argumentativeAgain, I reiterate my concerns in hopes that a transparent accounting of the costs will be forthcomingThis is all I ask. I believe that I was taken advantage of because I am a single female over sixtyWhile I would like to think that no one would ever have to be charged $1000+ for a new shower head, I am concerned that there are other people just like me that are in the position of being taken advantage ofI am a highly educated, highly trained active professional in my fieldIf I ever treated anyone the way this company treated me, I would no longer have my job. If my understanding of the actions of this company can be clearly and thoroughly documented as unreasonable, then I will legitimately apologize and never call them for service again; I will never again interact with them for any reasonI respectfully suggest that sharing the accurate cost of the new hardware and a transparent representation of the labor costs would go a long way to resolving this situation.
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
On our first visit, the customer had no complaint with our flat rate pricing when the job went extremely long and we still stuck with our original flat rate priceCustomer was in error when she stated that she would've been charged the "excessive" rate if she declined the workAs was explained to her when she signed up for our service agreement membership, she would not have been charged anything if she had declined the workOne of the selling points of membership agreement is that as long as you are a service agreement member, you are not charged a service call (trip charge) as long as the membership is not expired or for a lifetime if you purchase the lifetime membershipWhich means if she had declined the work there would be no charges period for us to come look at the jobAll work done for the customer was reviewed by her and signed BEFORE the work began and is on a legal and binding contractAs was attached on our previous email. The tech mentioned is not brash by any strech of the imagination, however he does have a heavy hispanic accentHe is one of our top technicians and we have never had this kind of complaint on himHe is fully licensed and very experinced in his field of workAs stated before we NEVER tried to run the card twice (see attachment)Our prices are the same for everyoneHer price is the same as if she were one of our local customers regardless of the fact that it is a 1/hour trip one way to her residenceRegarding the mess that was left, we would like to have pictures of the mess that was left as it is NEVER our intention to leave a mess and not rectify it immediately if we are notified properlyMy technian did mention the fact that he asked the customer for a vacuum as he was going to clean the mess up that he made and she advised them it was ok and not to worry with it, she would take care of itAs is stated in the phone call attached, we apologized for any mistakes made, (messes left, lack of communication, etc)and offered that the customer name whatever it took for her to feel that she was being treated fairly as we do not take advantage of our customers and she requested the refund that was givenThus the reason for the $credit to her account on 6/17/(please listen to the attached phone call which is our conversation with the customer). Master Plumbers
Complaint: ***
I am rejecting this response because:
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]I was told there was no mileage charge, & they were only here on location for hours & minutes. According to the invoice it looks like they charged me for the same thing twice just reworded it. They did half of the job on the 1st day & came back the next day & finished the job up
This is the bill, Invoice I recieved
We have tried in every way possible to get this problem resolved for this customer, including issuing a credit to her account in the amount of $303.51. Our supervisor has driven over to the job location and spoke with Mrs [redacted] and we also have the recorded phone conversation with which she is...
referring to, implying that our supervisor got rude with her. That implication is COMPLETELY wrong and unfounded, we will be happy to submit this recording. Our supervisor was very courteous throughout the entriety of the phone call and advised Mrs [redacted] that we would do whatever it takes to see that she was happy and feel that she was treated fairly. The operation of our company does not change from customer to customer. We can not change the way we operate because Mrs [redacted] disagrees with the way we do our invoicing or the way our pricing is set. She advised My supervisor that she would be fine with us crediting her account $303.51 and implied that would take care of the problem. I am of the opinion that nothing we can do will be enough to make this customer happy.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
To
Whom It May Concern,
Master
Plumbers would like to respond to a concern from one of our valued customers
regarding paying over $200.00 per hour for less than (4) hours of work. Upon discussing this with our technician,
reviewing our GPS time and...
travel devices and looking at our onsite photos
(attached) we would like to first apologize to our customer for any
misunderstanding that may have occurred during our service to customer experience. Master Plumbers is attaching our technicians
description of work and photos for your review.
Our GPS tracking shows the mileage is 20.9 miles one-way to customer’s
residence which would be a total of 83.6 miles road time, seeing (2) trips were
made to complete the job. Per our
invoice we only charged for time at the jobsite which equals five hours and
twenty-six minutes by our GPS tracking.
Also, attached is the first estimate showing the flat rate price to
replace the emergency valve that was later removed from the final invoice and
was actually replaced by our technician at “no charge”.
Master
Plumbers also offered our $90.00 promo as a value to our customers which would
normally be priced out separately with the camera charge starting at $100.00
for the camera plus per hour labor charges.
With all this being said, Master Plumbers has a reputation of having the
best trained technicians around. Every
technician is thoroughly trained to examine every situation and to recommend
the right options to our customers and we stand behind our work to make sure
our customers are happy. We rarely have
to handle any type of complaint. I can
assure you that if there is any way to improve the outcome of a service call we
will go out of our way to do so. There
was also other costs involved in the job and if our customer would like to
discuss this further with Master Plumbers we will be glad to listen and provide
answers to any questions they have.
Sincerely,
Master
Plumbers
Can you please submit this into our response for Complaint ID #[redacted]. First, we would like to apologize for any lack of courtesy or professionalism on our part that there might have been. We would also like for you guys to take into consideration this fact, it is our company policy not to start a job without prior acknowledgement signature by our customers stating that they approve us to begin the work, approve the pricing quoted, and are given options to choose from, etc. I have attached a copy of our invoices which were signed both before the jobs were done, giving us approval to begin, and after the jobs were done with the customer saying all work was done to her satisfaction. The customer also states that we had tried to charge her credit card twice. Upon review of our credit card statement there was only one charge ran/attempted by our company, there may have been a mix up with her credit card company. We will be happy to submit statements from our credit card processor to show we only attempted this charge once should you want to review them. Descriptions were given before the jobs were done and are on the invoices. We do not have a time and material breakdown, we are not a time and material company. All work is done on an upfront pricing or bid work basis as is stated on estimates before work began and is signed and agreed to on invoices by the customer. Please let us know if there is further questions or concerns. Thank you, Radeena S[redacted]
Complaint: [redacted]
I am rejecting this response because: Plumber attached faucet to existing pipe above ground that was connected to pic pipe below ground and they moved it forward several inches breaking the pic pipe below ground. It took time for the water to come to the top of the ground. The faucet was too short to go through the cinder block fence and should have been longer. The owner sent another Plummer to tell me they were not responsible.Since then I had another Plummer fix the water leak and put another faucet on with the right distance to the pipe. It has cost me another $350.00. How does Master plumbers think that the pvc pipe got busted Its called common sense
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
First of all We apologize for any rudeness there may have been on our technicians part, that is not our practice and we are looking into that on our end. As the customer stated, we did actually do a job at this residence in 2014 which was a one time promo per residence that we were running at the...
time and the cost was $90.00 plus tax. This is listed on the invoice as described (PROMO - DRAIN UNSTOPPAGE AND CAMERA JOB - THIS IS A 1 TIME PER ADDRESS PROMOTION ONLY). I am not sure where the $600.00 figure came from because as noted on the invoice (which did not have a charge at all) our Tech states that the charges would be $302.00 plus tax. and that was the best price available. All of our phone calls are recorded and I have pulled both calls up, the initial call for service and the call where our dispatcher called and advised the customer ([redacted]) that one of our jobs had went bad on us and asked the customer ([redacted] who made the inital call) if the next day would be ok. [redacted] assured our dispatcher that the next day would be fine. We then asked [redacted] if there was a certain time the next day that would be better for her and she said no and advised that anythime the next day would be fine. While we do try to get to all our customers ASAP, there are things that come up that are out of our control and at times we do have to reschedule jobs that are on our books. I have attached a copy of the no charge invoice to this response.
Complaint: [redacted]
I am rejecting this response because: Master Plumbers is still avoiding responding to my key questions---the exact cost of the hot water heater, the exact cost of the shower head and faucet, and how labor costs are calculated. Their responses continue to offer token apologies while continuing to attack my veracity, my personal dignity, and my personal honor. For example, I can continue to repeat that they did charge my account twice. and they will continue to deny it. However, it is true, they did. I can continue to say that I agreed to a specific partial refund only because I believed that the supervisor that I was dealing with would not agree to anything else; the company will continue to attack me. The company insists that the labor costs were just, while not clearly delineating them, because the two workers stayed a long time. In reality, they did not come prepared to complete the work. They had to leave and purchase some materials. They then hurried through the work so quickly that the company had to come back and redo some of the work the next day. They were not actively engaged in their job longer than the two that installed a new not water heater or the two that came in June 2015. The bottom line is that I want to know the exact cost of the hot water heater, the shower hardware and how the labor costs were calculated. if the company is not willing to share how the labor costs are calculated, then maybe they will be more comfortable in sharing contact information with the national company that guided them in their "flat rate for every customer" labor costs policy. This information should be simple enough to provide. I see no reason for a truly professional company to disagree. I believe that failure to willingly do so is an attempt to intimidate and bully me because I am a single woman over sixty.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Complaint: [redacted]
I am rejecting this response because: I feel like it was one job that was left unfinished till the next day, & it looks like you charged me for the same thing twice, just changed the words around to make it look like it was 2 different jobs. I was also told that there was no trip charge, so the total time he/they were here was 3hrs & 22 min. Making the cost to me over $200.00 an hr.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
I am unsure how to respond to this rejection as there is no reason listed as to why our response to your complaint is being rejected.