The Top Shop

Dear Revdex.com, We at Kelso Plumbing are saddened by the experience this client had had with our company of forty two yearsThe response to her email are included with this letterUnfortunately a personal email was used by the client to communicate with our company, so our response time was not as fast as it could have beenThe proper email was given to the client several times but either she deleted the email or never read themThe other issue was the client corresponding to an email used by an employee that was not employed with Kelso Plumbing Several trips were made to the clients home in an effort to satisfy herThe type of work done at this address was difficult as many roots were obstructing the pathway that had to be dugEfforts were made to help the client understand the difficultiesThe sprinkler system was off and not watering the area where the digging was done delaying the recovery of the plants and groundThe specific events of our work are as follows: January 30, 2015— replaced sewer line that was badly decomposedThe Sprinkler technician said it looked like the sprinkler system had not been used since that timeJuly 2, 2015— replace water line that was leaking badlyClient was informed that the trenching was going to invade the landscaping and landscaping was not part of the estimateThe repairs to her sewer and water line were necessary and are working properlyHowever, I have contacted the sprinkler person and his estimation of the repairs possibly due to the work at this address are parts of $11.52, and labor of $95.00.for a total of $The sprin­kler technician also stated her sprinkler system was in "poor shape"Thank you for your time,

Hello, The opening that was provided was for the appliance that was specified and put in place at installationThis was done correctly as the original stove fit in the openingShe has acknowledged this in her statementThis customer has now several months later gone out and purchased a new stove that is bigger then her original and does not fit in the opening that was created for her original stove that was specified to usThis is not something my company has done incorrectly, had a specification been provided for a larger stove the opening would have been made bigger per that specificationThis customer requested that we come out and widen the stove openingService work like this is not something my company sells due to OSHA and EPA regulations regarding silica dust /carcinogenic exposures in the homeWe recommended she find a service company that does the kind of service work she is requesting

Dear Revdex.com and Client, In response to your sprinkler system repair invoice, I personally spoke with Mr [redacted] and he de­nies writing that 75% of the sprinkler system was damaged by digging through your yardThe amount as previously mentioned of $applies to the amount of labor and parts used to fix the sprinkler at the point where the trenching for new line crossed the systemMy conversation with Mr [redacted] is the only source of information other than my own visual inspection of the issuePlease note no percentage is given on the bill for maintenance and repair by [redacted] The email response was sent by [redacted] as noted in our first correspondenceThe de­livery address of [redacted] is not an email of the business and isn't checked very often, so the emails were not received by the company in a timely mannerWe do however answer our phones and reply to any voicemails promptlyPlease remember that a prior complaint involved a small resin statue that the digging contractor did knock over and breakI reduced the bill $to compensate for the damage, and allowed you to keep the angle so you could repair itI feel this cost far exceeded the value of the pieceMost insur­ance companies would not allow the client to keep the producttruly reget the difficulties of this on your yardThese type of jobs are difficult to perform and diffi­cult for the ClientI can assure you the replacement of your water and sewer line had to be done, your house had backed up sewerage in it and waterline was leaking badlyI would like to resolve this issue and are hoping you do as well

Complaint: I am rejecting this response because Mr [redacted] has not accepted any responsibility for the expense I had getting my sprinkler system repaired after his digging crew cut through the sprinkler pipes when digging for my new water line! I too contacted Mr [redacted] , my sprinkler repairman and he has forgotten what he told me! I assure you that he said that about 75% of the damage done to my sprinkler system was done by the digging crew hired by Kelso PlumbingI have believed Mr [redacted] to be an honest man so if he thinks I am asking too much from him, even though I submitted an honest claim, I will leave it up to him to follow his conscience and reimburse me what is fair We can then close this matter Thank you Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] This was an unsatisfactory solution imposed on me The company reneged on our second contract, which has delayed the completion of my kitchen,requiring me to find another vendorI have been without a kitchen for almost three months The appropriate solution would have been to honor our second contract, which was the solution They abandoned the customer

Complaint: I am rejecting this response because:Hi [redacted] ! Thank you for letting me respond I feel that whole thing that it's against osha is because the company that came out and took care of the problem for me had no problem with osha The top shop did not want to be responsible for their mistake The company that took care of this for me also agreed that this should be the respondsibility of the top shop They would not even give us a price on what it would cost me if I paid for it They wanted nothing to do with it Did they think my old stove would last forever? Furthermore, the industry standard opening for a inch standing range is inches This opening was less than that and that is why the range would not fit Sincerely, [redacted]

My apologies for the delay in response, I would have thought this was resolved.All money paid in to us was returned in full. We have chosen not to move forward with a new sale to this customer.We delivered the sink that [redacted] purchased from another vendor to her on Friday with out issue.Here is the sign off from here showing she received it. I believe this should conclude this complaint.

Tell us why here...Hello,It is my understanding that these cabinets were removed from the customers home on Friday 4-20-18All money paid in will be refunded to the customerThis was an [redacted] error in the finish of the product.It is also my understanding that the customer is redesigning the kitchen in a different [redacted] product.This will be considered a new sale independent of the previousIf the cost is less the difference will be returned to the homeowner.Hello ***,I am sorry you had this experience, [redacted] is known for there quality and this is the first returned kitchen I have had with them in years of doing business.I have been assured that the new kitchen order will go through an additional quality check prior to [redacted] shipping the product.Thank you

Complaint: ***
I am rejecting this response because: The repairman of my sprinkling system, *** ***, noted on his invoice that 75% of the damage to my system was done by the digging crew provided by Kelso Plumbing when they dug through the pipes. I noted on the $bill that the amount of their damage was $275.51. I did not receive ANY messages from Kelso plumbing, which he mentioned. Also, the person I sent my e-mail messages to were *** ***, Mr*** wife. Since she often answered the phone, I assumed she was his receptionist. I did not need to use my sprinkling system in January since it was Winter. Mr*** made no mention of my system being in "poor shape". It was operating perfectly last season! I feel strongly that it is the responsibility of Kelso Plumbing to reimburse me for the amount of damage done by his digging crew, which is $275.51! Thank you
Regards,
*** ***

Dear Revdex.com, We at Kelso Plumbing are saddened by the experience this client had had with our company of forty two years. The response to her email are included with this letter. Unfortunately a personal email was used by the client to communicate with our company, so our response...

time was not as fast as it could have been. The proper email was given to the client several times but either she deleted the email or never read them. The other issue was the client corresponding to an email used by an employee that was not employed with Kelso Plumbing . Several trips were made to the clients home in an effort to satisfy her. The type of work done at this address was difficult as many roots were obstructing the pathway that had to be dug. Efforts were made to help the client understand the difficulties. The sprinkler system was off and not watering the area where the digging was done delaying the recovery of the plants and ground. The specific events of our work are as follows: January 30, 2015— replaced sewer line that was badly decomposed. The Sprinkler technician said it looked like the sprinkler system had not been used since that time. July 2, 2015— replace water line that was leaking badly. Client was informed that the trenching was going to invade the landscaping and landscaping was not part of the estimate. The repairs to her sewer and water line were necessary and are working properly. However, I have contacted the sprinkler person and his estimation of the repairs possibly due to the work at this address are parts of $11.52, and labor of $95.00.for a total of $106.52. The sprin­kler technician also stated her sprinkler system was in "poor shape". Thank you for your time,

Dear Revdex.com and Client, In response to your sprinkler system repair invoice, I personally spoke with Mr. [redacted] and he de­nies writing that 75% of the sprinkler system was damaged by digging through your yard. The amount as previously mentioned of $106.52 applies to the amount of labor and parts used to fix the sprinkler at the point where the trenching for new line crossed the system. My conversation with Mr. [redacted] is the only source of information other than my own visual inspection of the issue. Please note no percentage is given on the bill for maintenance and repair by [redacted]. The email response was sent by [redacted] as noted in our first correspondence. The de­livery address of [redacted] is not an email of the business and isn't checked very often, so the emails were not received by the company in a timely manner. We do however answer our phones and reply to any voicemails promptly. Please remember that a prior complaint involved a small resin statue that the digging contractor did knock over and break. I reduced the bill $100.00 to compensate for the damage, and allowed you to keep the angle so you could repair it. I feel this cost far exceeded the value of the piece. Most insur­ance companies would not allow the client to keep the product. 1 truly reget the difficulties of this on your yard. These type of jobs are difficult to perform and diffi­cult for the Client. I can assure you the replacement of your water and sewer line had to be done, your house had backed up sewerage in it and waterline was leaking badly. I would like to resolve this issue and are hoping you do as well.

Complaint: 1084125
I am rejecting this response because Mr. [redacted] has not accepted any responsibility for the expense I had getting my sprinkler system repaired after his digging crew cut through the sprinkler pipes when digging for my new water line!  I too contacted Mr. [redacted], my sprinkler repairman and he has forgotten what he told me!  I assure you that he said that about 75% of the damage done to my sprinkler system was done by the digging crew hired by Kelso Plumbing. I have believed Mr. [redacted] to be an honest man so if he thinks I am asking too much from him, even though I submitted an honest claim, I will leave it up to him to follow his conscience and reimburse me what is fair.  We can then close this matter.  Thank you.
Regards,
[redacted]