Little Big Plumbing, LLC

In Response to [redacted] and her assistant [redacted] (Representatives
of [redacted] at [redacted]):
Initial service call ( invoice [redacted]) on 10/12/Service was
requested for shower handles corroded and leakingOur tech Nate diagnosed
leaking from packing nut on handle and drove to Plumbing Parts supply house
which was closed due to the Columbus Day holiday, he then drove to [redacted]
and called other supply houses but they did not carry the necessary stems for
the handle repair as it is an older valve and these type of parts are not always
in stockWe rescheduled to return once parts were available - there was a
delay in our office receiving the reschedule due to the service tech leaving on
medical issues with his doctor not clearing h** to return to work/ drive for a
week+
We billed for that initial service call time( minimum one hour
charge – he was logged on site for minutes and the parts recon time was not
charged
Once we received the information we rescheduled immediately for our
next soonest available service call and parts availability
Second/ return service call (Invoice [redacted]) technician Don on
10/26/arrived and [redacted] gave him the keys and leftDon replaced the hot and
cold stems that were leaking, and tested no further leaks were occurring he did
not have the trim and handles with him that were correct and proper parts for
the replacement, however this was due to the existing trim being installed improperly ( original install –not our company ) with screws that were too
long, the standard parts for handles and trim we had were not able to be
installed at this t**e.Don called and explained to
[redacted] that he did the stem repair but couldn't do the handles and trim and the
reason why, [redacted] approved this, and Don left site.Later in the day 10/26/After stem repair service was completed
and Don has updated [redacted] and left site moving on to his other scheduled jobs, is
when [redacted] called Don and said that the tub spout he also wanted replaced in
that unit had not been done, Don clarified that this tub spout item was not
requested with the prior tech or our office prior to the appointment and
therefore Don did not have that on his work order/ dispatch[redacted] got upset at
this and said ‘but it is corroded so you should have changed it out.' Per our
company policy and according to ANY proper business practice, we do not do
repairs that are not requested at time of scheduling, or while tech is on site,
if they do not pose damage/ failure risk and are cosmetic only as this item
was
Our first effort to compromise and provide customer satisfaction was
to offer return service with no labor charged to replace these handles and trim escutcheons, at parts charged only- we scheduled for that as an acceptable
compromise. However, before we could render that service [redacted] / [redacted] wanted us
to add on the tub spout free of labor charge ( [redacted] utilized this terminology-
[redacted] continually referred to tub spout as a faucet) to be replaced as wellAGAIN
this item was not at any point requested with our technicians or our office
prior to initial (diagnosis) service or prior to the second (stems repaired) service
callAt this point we reminded them according to our company policy this would
be a NEW item requested, and charged at minimum hour labor + parts + tax
This policy that each on site service call for new item/ issue was very clearly
and frankly presented and explained to the currently dissatisfied client in writing
when they initially started requesting services with us/ set up their account
As our first effort was unacceptable to them we further tried
to accommodate them by offering to reduce charge and as time spent only in
labor ( not the min**um hour by policy) for the added on/ NEW item of the tub
spout replacement. This they also refused then proceeded to threaten and attempt to
intimidate us to provide all the services labor free of charge
Their desired settlement is a claim we pay another company for a service
we did not provide or charge for.The new item of tub spout and the improper (original install not by
our company) of the shower tr** that we diagnosed and offered repair on were
not charged to them and we are not in any respect liable for these items- to
demand we pay another plumber for their repair/ replacement is outrageous.The stem repair we completed at the second service call held and tested without further leak curing the issue while our tech was on site, this is the leak they initially requested repair on and that we should be paid for as services and parts were rendered and requested issue resolved.We feel that we have tried over and above to please and to clarify
our position regarding this work to no avail and with very unprofessional
conduct and tone from [redacted] and [redacted] both in response to our efforts to
maintain a possible long term relationship with the building management
At this point we are not comfortable moving forward in a business
relationship with either of them as AOAO representatives and will not be
providing any further services to Ala Moana property until on site representation
is changed due to their business practices as individuals
There are two invoices (#[redacted] and [redacted]) for this unit [redacted] and a past
due bill on a separate unit from August ( further example of poor management
and business practice on [redacted] and [redacted] part)
Any services rendered must be paid promptly or we will attempt to
collect all remaining open invoices through small claims court proceedings with
[redacted] individually responsible for any balance due as the requester of
services. We do not use collections services for this type of account issue
We will be sending directly to the AOAO copies of your Revdex.com complaint, our
response, all email communications regarding this issue as well as a report of incidents
and observations made by our technicians while on site that have caused us
great concerns we feel dutifully that the AOAO should be made aware of them, so they may have the
opportunity to correct these issues with current management representatives/
replace them with more well suited individuals