Initial Business Response / [redacted] (1000, 5, 2014/02/22) */ Dear Customer, Let me start by apologizing for our busy scheduled on January 07, You called our company and said that you had a water heater leaking and needed service I notice that you were a repeat customer and was in need of a fast response to make sure the water heater didn't cause any further damage [redacted] was busy on another job but I pulled him out because I wanted to make sure that the water heater wasn't causing any damage to your houseHe went to your house and did An Emergency shutdown to prevent any damage to your propertyTurn off gas, water and drain if necessaryOur goal is to make sure that the water heater is safe after our emergency shutdownAccording to your letter he didn't get a price approval to do this and for this I apologizeHe knew you were a repeat customer and he probably assumed you wanted the emergency shut down before he get on the phone and get a price approvalI apologize for [redacted] not calling you before he started the shutdownWe do a lot of work for property managers in San Francisco and we always want to make sure to stabilize the situation before we get on the phone with property managers to prevent further damageI assume [redacted] took this call the same way, so I apologizeI will make sure to note your account to never do any work regardless the nature of the call until they get on the phone and get approval from you first In your letter you are concerned of the quality of work based on us taking too long to get to your house to install the water heaterPlease rest assure our quality of work is guaranteed, Furthermore you will get a copy of the Plumbing permit signed by the building inspector with a final Saying everything is up to code The way it works we meet the inspector to get a final if there is a correction notice we take care of the correction and then he signs the permit with a final 24/Rooter does not charge by the hour we charge by the job [redacted] gave you an estimate of $and you approved the priceI don't understand why you Are disputing the charges of the water heater installation after the job was complete 24/Rooter works with Price guides, so our plumbers can get prices $Value Rate Rheem Shorty gallon Prog38s-NG Short LO NOX Parts and Labor $Value Rate Difficult Access $Permit from city of Berkeley permit # XX-XXXX $Permit Inspection with Inspector for Final $Installed new water shut off (Included in the water heater installation) $installed new Gas Valve and supply hose( included in the water heater Included.) $Installed new flute pipe included in the water heater installation $installed new Smitty Water heater Pan( incl in the water heater install) $Total price ($580) Repeat customer Discount $Customers Price Please Pay this Price [redacted] we did not charge for the Emergency shut down as you can see on this bill Please call our office, so we can set up an inspection date to get permit signed off If you have any further questions you can reach me at 1(***) [redacted] Thank you, [redacted] Final Consumer Response / [redacted] (3000, 8, 2014/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Does not explain why they did not pull permit before starting work? Please explain why the permit was not pulled until a week after the job was finished and only after I requested to see a copy Does not explain why they are charging for both a price guide for parts and labor in addition to all the other various charges that one would assume came with the price guideSounds like double billing to rip off the customerThey also charged hours of labor on my original invoice when the price guide already had labor included As they note the price was approved based on them treating it as an emergency situationThey broke the agreement by not treating it as such Code violations are still outstanding and have not been fixed Final Business Response / [redacted] (4000, 10, 2014/02/27) */ As stated in our initial response, please give me a call, so that I can address your concerns 1(***) [redacted] [redacted]
I am very pleased with the quality of service provided by this companyThe technician, ***, arrived on time, identified, explained, and resolved the problemHis attitude and expertise were exemplaryThe cost was fair considering the time and effort involved
Initial Business Response / [redacted] (1000, 5, 2014/02/22) */ Dear Customer, Let me start by apologizing for our busy scheduled on January 07, You called our company and said that you had a water heater leaking and needed service I notice that you were a repeat customer and was in need of a fast response to make sure the water heater didn't cause any further damage [redacted] was busy on another job but I pulled him out because I wanted to make sure that the water heater wasn't causing any damage to your houseHe went to your house and did An Emergency shutdown to prevent any damage to your propertyTurn off gas, water and drain if necessaryOur goal is to make sure that the water heater is safe after our emergency shutdownAccording to your letter he didn't get a price approval to do this and for this I apologizeHe knew you were a repeat customer and he probably assumed you wanted the emergency shut down before he get on the phone and get a price approvalI apologize for [redacted] not calling you before he started the shutdownWe do a lot of work for property managers in San Francisco and we always want to make sure to stabilize the situation before we get on the phone with property managers to prevent further damageI assume [redacted] took this call the same way, so I apologizeI will make sure to note your account to never do any work regardless the nature of the call until they get on the phone and get approval from you first In your letter you are concerned of the quality of work based on us taking too long to get to your house to install the water heaterPlease rest assure our quality of work is guaranteed, Furthermore you will get a copy of the Plumbing permit signed by the building inspector with a final Saying everything is up to code The way it works we meet the inspector to get a final if there is a correction notice we take care of the correction and then he signs the permit with a final 24/Rooter does not charge by the hour we charge by the job [redacted] gave you an estimate of $and you approved the priceI don't understand why you Are disputing the charges of the water heater installation after the job was complete 24/Rooter works with Price guides, so our plumbers can get prices $Value Rate Rheem Shorty gallon Prog38s-NG Short LO NOX Parts and Labor $Value Rate Difficult Access $Permit from city of Berkeley permit # XX-XXXX $Permit Inspection with Inspector for Final $Installed new water shut off (Included in the water heater installation) $installed new Gas Valve and supply hose( included in the water heater Included.) $Installed new flute pipe included in the water heater installation $installed new Smitty Water heater Pan( incl in the water heater install) $Total price ($580) Repeat customer Discount $Customers Price Please Pay this Price [redacted] we did not charge for the Emergency shut down as you can see on this bill Please call our office, so we can set up an inspection date to get permit signed off If you have any further questions you can reach me at 1(***) [redacted] Thank you, [redacted] Final Consumer Response / [redacted] (3000, 8, 2014/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Does not explain why they did not pull permit before starting work? Please explain why the permit was not pulled until a week after the job was finished and only after I requested to see a copy Does not explain why they are charging for both a price guide for parts and labor in addition to all the other various charges that one would assume came with the price guideSounds like double billing to rip off the customerThey also charged hours of labor on my original invoice when the price guide already had labor included As they note the price was approved based on them treating it as an emergency situationThey broke the agreement by not treating it as such Code violations are still outstanding and have not been fixed Final Business Response / [redacted] (4000, 10, 2014/02/27) */ As stated in our initial response, please give me a call, so that I can address your concerns 1(***) [redacted] [redacted]
I am very pleased with the quality of service provided by this companyThe technician, ***, arrived on time, identified, explained, and resolved the problemHis attitude and expertise were exemplaryThe cost was fair considering the time and effort involved