J P Plumbing

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] The before and after photos provided by the homeowner along with an explanation we're more than adequate enough for the claim not to be denied by 2- The toilet was going to be replaced anyway which again begs the question, "what motivation did JP plumbing have to deny a claim"?!? I'm more than positive that response was worth more than the mandatory $fee that I paid On another note, the technician (Christian) did not have a toilet with him when he made the service callIsn't that odd or do repairmen typically not have the proper equipment on a service call? What reputable plumbing company goes on a call without having the proper equipment to actually fix the problem?!? Instead, JP plumbing was only there to make an "assessment"What was there to assess? It was already established that there was a leak due to a malfunctioned toiletCase closedAlso, the water damage in the home would have been more severe if a crack that large would have actually been the root causeAgain, common sense should prevailThere is nothing that can be said by JP plumbing that will change the outcome I am dissatisfied and struggle to understand why the wrong information was relayed to the warranty company Regards,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards,

From: *** *** *** Sent: Monday, September 21, 12:PMTo: *** *** ***Subject: Fwd: A message from your Revdex.comBegin forwarded message:From: *** *** ***Subject: Re: A message from your Revdex.comDate: September 21,
at 11:57:AM HSTTo: *** *** *** ***The price of the part is $45, the labor is $to do the work..The $was applied towards the repair, all that is owed is the part which is $plus tax See attached copy of the invoice

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]
While JP Plumbing has demonstrated the ability to copy/paste the warranty company policy, they failed to mention the before and after photos that were shown to the technician which clearly showed a crack was indeed not visible prior to the remediation processThis claim and process could have been avoided had Christian used some logic prior to making a claim/assessment to the warranty company Which causes one to ponder what motivation JP Plumbing has to provide inaccurate information?!? I wonder if an audit was performed on their payments received if a line item would appear from the warranty company as a sort of "kick back" in appreciation for them not having to pay an otherwise valid claimEither way JP Plumbing shares some blame and role in the ultimate wrong denial of the insurance claimWhether or not they admit fault or notDated photos and conventional wisdom dictate otherwise.
Regards,
*** ***

Subject: Re: You have a New Message from Revdex.com of Hawaii Regarding Complaint #***Dear Revdex.com, I am writing to request you drop the complaint filed last week #***The issue has been resolvedI spoke too soon, however, I will not ever do business with this firm again based on attitude and
policy and lack of customer care and communicationNor will there be any recommendations from me. Thank you for being there, I apologize for taking up your timeAloha. Susan O*** (case ***)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]
Please reference previous message justification for dissatisfaction.
Regards,

[redacted] is not satisfied with the resolution because he wants 2-10 to cover a cracked toilet that his 2-10 Home Buyers warranty cannot repair anymore. If it had not been cracked, it would have been repaired. But the final outcome is that his toilet is now cracked and cannot be repaired. His plan with 2-10 Home buyers warranty does not cover toilets that have cracked porcelain. Therefore his claim being denied. (Please see attachment 1 Contract Language)
His dated pictures are proof that the crack was not visible before [redacted] began the restoration process. But his dated pictures also prove that the toilet eventually got broken during the process way before JP Plumbing initiated the diagnostic and report to 2-10 Home Buyers Warranty. I would like a Revdex.com representative to call 2-10 Home Buyers Warranty at 1-800-482-4776 and Reference WO#[redacted] and ask them for their stance on this claim and why. We have given only factual statements of the claim and uploaded actual documents regarding his contract ,Invoice and a Drawn Toilet Diagram to show possible failures if the toilet was not cracked to show possible repairs. I don't expect [redacted] to be happy with 2-10 Home Buyers decision. But his plan strictly states that A Loss arising from cracked porcelain is not covered. The dated time stamped pictures do not change the fact the toilet tank porcelain still got cracked therefore preventing any covered repairs to the toilet tank.
2-10 Home Buyers Warranty has only 2 types of plans Basic Plan and a Supreme plan, and neither cover Toilet tanks with cracked porcelain. Mr [redacted] only has a Basic Plan. See attachment 1.

We have attached documents to help in the understanding of our response to this claim. Please review all 3 documents uploaded with our first response for clarity.
JP Plumbing does not receive so called kickbacks as [redacted] assumes.
The problem in [redacted]s case is that the Toilet was cracked. 2-10 Home Buyers warranty does not cover toilets that are cracked . Mr [redacted] keeps talking about pictures before and after showing that the toilet did not have a crack visible . Regardless of the before and after photos, the fact of the matter is that the toilet tank was cracked and therefore cannot be repaired. 2-10 Denied the claim because the toilet tank was cracked.
JP Plumbing did not provide a false claim or inaccurate information of the toilet tank. The toilet tank could not be diagnosed because someone cracked the tank.
2-10 Home Buyers Warranty does not cover cracked tanks.
2-10 will replace mechanical components or seals associated with toilets. But in this case the toilet tank porcelain was cracked and therefore not applicable for coverage.
Once again [redacted] clearly stated that Serv. Pro cracked the toilet , dated photos should clearly help in that determination. But unfortunately 2-10 Home Buyers Warranty will not be able to make a repair on a cracked tank.
The before and after pictures showing that the toilet did not have a crack visible does not change the fact the toilet tank still got cracked and therefore cannot be repaired. 2-10 Denied the claim because the toilet tank was cracked.

[redacted] is not satisfied with the resolution because he wants 2-10 to cover a cracked toilet that his 2-10 Home Buyers warranty cannot repair anymore. If it had not been cracked, it would have been repaired. But the final outcome is that his toilet is now cracked and cannot be repaired. His plan with 2-10 Home buyers warranty does not cover toilets that have cracked porcelain. Therefore his claim being denied. (Please see attachment 1 Contract Language) His dated pictures are proof that the crack was not visible before [redacted] began the restoration process. But his dated pictures also prove that the toilet eventually got broken during the process way before JP Plumbing initiated the diagnostic and report to 2-10 Home Buyers Warranty. I would like a Revdex.com representative to call 2-10 Home Buyers Warranty at 1-800-482-4776 and Reference WO#[redacted] and ask them for their stance on this claim and why. We have given only factual statements of the claim and uploaded actual documents regarding his contract ,Invoice and a Drawn Toilet Diagram to show possible failures if the toilet was not cracked to show possible repairs. I don't expect [redacted] to be happy with 2-10 Home Buyers decision. But his Home Warrant Contract strictly states that A Loss arising from cracked porcelain is not covered. The dated time stamped pictures do not change the fact the toilet tank porcelain still got cracked therefore preventing any covered repairs to the toilet tank. 2-10 Home Buyers Warranty has only 2 types of plans Basic Plan and a Supreme plan, and neither cover Toilet tanks with cracked porcelain. Mr [redacted] only has a Basic Plan. See attachment 1. Please see all prior posts by [redacted] and our company along with uploaded factual documents to support our findings and his 2-10 Home Buyers Warranty Contract Coverage Language to better understand why his claim was denied. We welcome [redacted] to upload his Time stamped Dated Pictures to show that in Fact the Toilet was eventually cracked by his hired restoration company. Thank You! We would Like a Revdex.com representative to carefully read all posts and also call 2-10 Home Buyers Warranty at 1-800-482-4776 and reference claim#[redacted] so they can clearly see why this claim was denied. What [redacted] is creating is a Defamation of our Business on opinions and assumptions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  [Provide details of why you are not satisfied with this resolution.]
Regards,

In response to the complaint filed (Revdex.com Case# [redacted])
A Claim was initiated by [redacted] to 2-10 Home Buyers Warranty at 1:30pm on Thursday July 30, 2015 regarding a Toilet Tank leaking in the master bathroom.
JP Plumbing Visit (Monday August 3, 2015)
A service schedule was initiated...

with our company to diagnose the toilet tank leak on 08/03/2015 (See Attachment 1). Upon arrival we found that the toilet tank was cracked and the Angle Stop (Water shut-off valve) to the toilet was shut-off due to the leak.
Toilet tanks can leak from various areas
#1 Toilet supply line connection to the Fill Valve.
#2 Fill Valve gasket & Nut. #3 Tank to bowl gaskets.
#4 Main Flush valve gasket.
All of these components are either connected to the tank with a water supply or used to keep the water inside the tank. (See Attachment 3)
All of these failures can be repaired by the replacement of the individual item that has failed.
But in this case , these failures cannot be diagnosed or repaired due to the fact the Toilet was cracked. Turning on the water supply valve will cause water to leak from the cracked tank.
JP Plumbing is contracted by 2-10 Home buyers Warranty to Diagnose & Report plumbing failures and resolution for repair on the Claimable system initiated by the Home Owner.
In [redacted]s Contract with 2-10 Home Buyers Warranty (See attachment #1 Contact Language) Any type of loss arising from porcelain chipping ,cracking, dents or other externally cause physical damages are excluded from coverage.
Upon our diagnostic of the toilet tank and speaking with 2-10 Home Buyers Warranty and explaining to [redacted] of the Denial from 2-10, [redacted] did not disagree with our Diagnostics and payed his contractual deductible of $50.00 with 2-10 Home Buyers Warranty and signed the Invoice (See attachment #2)
These are our final 4 points*
#1 The problem in this case is that someone broke this toilet tank and it wasn’t JP Plumbing.
#2 2-10 Home buyers warranty does not cover cracked or broken porcelain of plumbing fixtures.
#3 This Toilet tank could not be diagnosed or repaired of any other seals, gaskets or mechanical components due to the tank being cracked.
#4 If [redacted] cracked the tank why doesn’t [redacted] get them to replace it?

[redacted] is not satisfied with the resolution because he wants 2-10 to cover a cracked toilet that his 2-10 Home Buyers warranty cannot repair anymore. If it had not been cracked, it would have been repaired. But the final outcome is that his toilet is now cracked and cannot be repaired. His plan with 2-10 Home buyers warranty does not cover toilets that have cracked porcelain. Therefore his claim being denied. (Please see attachment 1 Contract Language) His dated pictures are proof that the crack was not visible before [redacted] began the restoration process. But his dated pictures also prove that the toilet eventually got broken during the process way before JP Plumbing initiated the diagnostic and report to 2-10 Home Buyers Warranty. I would like a Revdex.com representative to call 2-10 Home Buyers Warranty at 1-800-482-4776 and Reference WO#[redacted] and ask them for their stance on this claim and why. We have given only factual statements of the claim and uploaded actual documents regarding his contract ,Invoice and a Drawn Toilet Diagram to show possible failures if the toilet was not cracked to show possible repairs. I don't expect [redacted] to be happy with 2-10 Home Buyers decision. But his Home Warrant Contract strictly states that A Loss arising from cracked porcelain is not covered. The dated time stamped pictures do not change the fact the toilet tank porcelain still got cracked therefore preventing any covered repairs to the toilet tank. 2-10 Home Buyers Warranty has only 2 types of plans Basic Plan and a Supreme plan, and neither cover Toilet tanks with cracked porcelain. Mr [redacted] only has a Basic Plan. See attachment 1. Please see all prior posts by [redacted] and our company along with uploaded factual documents to support our findings and his 2-10 Home Buyers Warranty Contract Coverage Language to better understand why his claim was denied. We welcome [redacted] to upload his Time stamped Dated Pictures to show that in Fact the Toilet was eventually cracked by his hired restoration company. Thank You! We would Like a Revdex.com representative to carefully read all posts and also call 2-10 Home Buyers Warranty at 1-800-482-4776 and reference claim#[redacted] so they can clearly see why this claim was denied. What [redacted] is creating is a Defamation of our Business on opinions and assumptions

In response to the complaint.
[redacted] originally placed the original claim through [redacted] on 10/01/2014 an appointment was scheduled due to her availability on 10/10/14. Her shower drain was cleared on that visit. (See attachment 1st Visit)
(1month 20days later)
On...

11/28/2014 she placed a Recall through [redacted] as her shower Drain Backed up again.(See attachment Original [redacted] Recall)
Our offices where closed due to the Thanksgiving Holiday so we returned her call on our next business day which was 12/01/2014. We had availability the same day or the following days of the week with 4hr windows due the large volume of calls from the holiday weekend and the type work that we preform given there are a lot of unforeseen problems that we run into during our work day. So its very difficult to give either exact time or smaller windows between our scheduled jobs.
We scheduled our next 8am available appointment on 12/08/2014 with [redacted].
Our plumbing technicians are given their schedules 1 day before or even Fridays before the weekend to make sure they arrive at their first call on time.
Our technician was late to [redacted] 8am appointment. We have brought this matter & Complaint to his attention and has been written up regarding this issue.
In response for [redacted] request of getting her S/Fee refunded.
[redacted] has a contract with [redacted]. Her S/Fee is part of her agreement with [redacted] I would advise for [redacted] to direct her S/Fee dispute with [redacted] since we are part of their service contract providers.
[redacted] pays us for the services performed, her service fee deductible is part of her binded contract agreement with [redacted].
Here at JP Plumbing we strive for customer satisfaction. Unfortunately this time one of our technicians was late and didn't properly advise our office of his arrival time. As for [redacted] choice of words describing our office personnel. I believe people have a tendency to say or write hurtful things when they are upset. But I can tell you our employee [redacted] is not an It. She is actually a very smart and kind person. We have had various great comments about her and I've had first hand experience knowing her through the years.
Thank You
[redacted] (General Manager)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  [Provide details of why you are not satisfied with this resolution.]
The before and after photos provided by the homeowner along with an explanation we're more than adequate enough for the claim not to be denied by 2-10.  The toilet was going to be replaced anyway which again begs the question, "what motivation did JP plumbing have to deny a claim"?!?  I'm more than positive that response was worth more than the mandatory $60 fee that I paid. 
On another note, the technician (Christian) did not have a toilet with him when he made the service call. Isn't that odd or do repairmen typically not have the proper equipment on a service call?  What reputable plumbing company goes on a call without having the proper equipment to actually fix the problem?!?  Instead, JP plumbing was only there to make an "assessment". What was there to assess?  It was already established that there was a leak due to a malfunctioned toilet. Case closed....
Also, the water damage in the home would have been more severe if a crack that large would have actually been the root cause. Again, common sense should prevail. There is nothing that can be said by JP plumbing that will change the outcome.  I am dissatisfied and struggle to understand why the wrong information was relayed to the warranty company. 
Regards,

To respond to Mr [redacted] Response:
There is really not much to respond on his claim.
His Claim was denied because someone cracked the Toilet tank which prevented any repairs covered by 2-10 Home Buyers Warranty. 2-10 Home Buyers warranty covers mechanical repairs or seals on Toilets. [redacted]s toilet could have been repaired if his toilet tank porcelain was not cracked. There are various repairs that can be done on a leaking tank.: Example: Fill valve, Flush valve, Tank to bowl kit supply line and flush valve gasket. See attachment 3) None of these repairs could be done due to the tank porcelain being cracked further preventing any repairs covered under his Home warranty plan.
[redacted] needs to talk to 2-10 Home Buyers Warranty if he feels that his dated time stamped pictures will change the fact that the toilet was cracked further preventing any repairs. (Please see attachment 1 Contract Language).
There is no motivation for us to deny his claim. We Initiated a claim submitted by [redacted] about his leaking tank. We called authorization to advise that the tank had been cracked and could not be diagnosed for a repair. 2-10 Denied the claim due the final outcome that the toilet tank porcelain was cracked further preventing any repairs covered under his plan.
NO wrong information was given to the Home warranty company.
Its clear [redacted] is upset, he should be upset on the person who cracked the toilet tank porcelain preventing any further repairs covered by his home warranty plan.

Review: Absolutely the worst plumbing company I have ever used!!! They were a referral from [redacted] ([redacted]) my home warranty company. [redacted] contacted me and we set an appt. to unclog my master bathroom shower drain. They unclogged it initially but then a short time later it was back doing the same thing. I again went through [redacted] and because of the recall for the same job AHS said the call would be free for me. [redacted] contacted me and gave me the choice of two appts. one that was in 30 minutes or the next day for a 4 hour window. I asked for a first morning appt. and was told they had no appts. till after Christmas, that would have been for four weeks. [redacted] continued to be rude and unprofessional. I contacted AHS who called her and suddenly they had an appt. the following Monday at 8 a.m. That appt. was suppose to be this morning, after 3 calls to them from [redacted] they never showed up and after [redacted] talked to [redacted] who continued to lie....initally she said the plumber left the shop at 8 a.m., then she said it would be 30 minutes before they arrived, then that changed to it would be 45 minutes before they arrived after the 3rd call back. If you feel like having your time wasted and dealing with the complete it they have answering the phone give them a call. If not call a plumber who truly shows up for appts. and can do plumbingDesired Settlement: Total refund of deductible paid to them.

Business

Response:

In response to the complaint.

[redacted] originally placed the original claim through [redacted] on 10/01/2014 an appointment was scheduled due to her availability on 10/10/14. Her shower drain was cleared on that visit. (See attachment 1st Visit)

(1month 20days later)

On 11/28/2014 she placed a Recall through [redacted] as her shower Drain Backed up again.(See attachment Original [redacted] Recall)

Our offices where closed due to the Thanksgiving Holiday so we returned her call on our next business day which was 12/01/2014. We had availability the same day or the following days of the week with 4hr windows due the large volume of calls from the holiday weekend and the type work that we preform given there are a lot of unforeseen problems that we run into during our work day. So its very difficult to give either exact time or smaller windows between our scheduled jobs.

We scheduled our next 8am available appointment on 12/08/2014 with [redacted].

Our plumbing technicians are given their schedules 1 day before or even Fridays before the weekend to make sure they arrive at their first call on time.

Our technician was late to [redacted] 8am appointment. We have brought this matter & Complaint to his attention and has been written up regarding this issue.

In response for [redacted] request of getting her S/Fee refunded.

[redacted] has a contract with [redacted]. Her S/Fee is part of her agreement with [redacted] I would advise for [redacted] to direct her S/Fee dispute with [redacted] since we are part of their service contract providers.

[redacted] pays us for the services performed, her service fee deductible is part of her binded contract agreement with [redacted].

Here at JP Plumbing we strive for customer satisfaction. Unfortunately this time one of our technicians was late and didn't properly advise our office of his arrival time. As for [redacted] choice of words describing our office personnel. I believe people have a tendency to say or write hurtful things when they are upset. But I can tell you our employee [redacted] is not an it. She is actually a very smart and kind person. We have had various great comments about her and I've had first hand experience knowing her through the years.

Thank You

[redacted] (General Manager)