A 2 Z Plumbing Services Inc

We would like to begin by noting that we have worked closely with *** to resolve this is*** and have replaced the temperature ring at her request, free of chargeThat being said, we would like to bring up some key points in her statementRegarding the technician’s unfamiliarity with the
specific cartridge, it is not a common cartridge that a plumber comes acrossOne of the technicians has been working exclusively with our company for over five years and although he is extremely bright in the plumbing field, he wanted to ensure that the cartridge was installed according to the schematics as to prevent any errorThen, when our technician left, he gave the box to *** with the old cartridge so she could keep it rather than disposing of itOur technician had no reason to hide any plastic in the box, so if there was any plastic in the box it was purposely put there after the job was done to keep any old material togetherOnce *** called our office regarding the broken temperature ring, we immediately told her that we would converse with our plumber to hear both sides of the story and then contact herAt that time, when she contacted the office initially, she stated that she was aware the piece was cracked but that it was still working prior to our arrivalWe spoke to our technician on the job and he informed us that he did not break the part and that it was still working when he left the job siteAt this time we still have no reason to believe that his statement is and we as a company still believe that our plumber was honest in this situationIn her statement *** said that we “can’t warranty something we didn’t install”This statement was falsely writtenIt is company policy that we cannot warranty any parts or material that we as a company do not supply off of our trucksWe do not warranty the customer’s used partsWe believe this is a fair policy and is standard in the industryAfter we had spoken to our technician, we called *** three times and we did not get a call back for three days despite the several messages we left herFor the sake of customer good will, when *** returned our call we worked through a solution and performed the repairs to her approval for no chargeWe were unaware of this complaint until after the is*** had already been resolvedWe were informed by the contractor who referred *** to us that she was considering retracting her statement just as she did with her negative “***” review but unfortunately she did not follow throughWe regret that this situation occurred, but the is*** has been settled at this time

Below is our response to *** ***Please note that we would like to respect the privacy of our employees and would appreciate if you would retract their names from ***'s statement(***, *** and ***)Please see our response:As a company we stand behind the statements of our technician, our office staff, and our initial response to the claimWe agree that this claim is closed and we are sorry that she is not satisfied with the work performed. We would like to add that we have several customers who are extremely happy with our services

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.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] 
I don't know who wrote the response of A2Z  but it most assuredly was not someone who was an eyewitness to what happened because the response is full of lies.  The response says that the cartridge is "not a common cartridge."  Completely untrue - it was a Grohe cartridge and very common.  The response says that the technician "gave the box to [redacted] with the old cartridge so she could keep it rather than dispose of it."  Also untrue.  The technician was walking out the door with the old cartridge in the box of the new one and I ASKED for the box so I would have a record of the part number for future reference.  He actually said that [redacted] (the boss) likes to have the parts returned to the shop.  I can't help but think that he knew he had broken the temperature ring and was trying to hide the evidence.   The response says that when I initially contacted the office, I said I was "aware the piece was cracked but that it was still working."  So untrue!  The technician took the used cartridge with him after the first visit so it is physically impossible for the mixer valve to have worked.   If the response is referring to the second visit of their technician, yes water was coming out, but the temperature ring was broken (not just cracked), there was a hole 1.5 inches long, and it could not possibly work as temperature indicator because it was floating freely on the trim, not gripping it at all.  When I called to complain about the temperature ring being broken, a woman named [redacted] called and left a message saying that they "cannot warranty something they did not install."  I kept the message on my answering machine because her tone and message was so insulting.   I couldn't help but wonder whether they would replace a shower door, for example, if the technician had broken it somehow.  There is no difference when the technician breaks something that belongs to the homeowner.  The response says that A2Z called me three times and did not get a call back.  That is completely a lie.  I called A2Z three times and did not get a call back until I called the general contractor who had recommended them to begin with.  He is the one who managed to get A2Z to come out and fix it.  The general contractor himself came with [redacted] from A2Z, an individual described as being their best technician.  [redacted] was friendly, apologized about what happened, seemed knowledgeable (a welcome change) and figured out a way to get it working again.  Unfortunately the fix involved replacing the trim assembly using chrome pieces that do NOT match the nickle finish of the original mixer valve and trim, so it looks cheesy.   I never told anyone that I was going to retract my Revdex.com statement or [redacted] post because they are accurate and factual.  Both are aimed at trying to prevent anyone else going through the dismissive treatment and very poor service of A2Z.   I agree with A2Z that the "is[redacted] is setlled."  I would never permit them in my home again under any circumstances.

Review: A2Z Plumbing came to repair a shower mixer valve; the cartridge was due to be replaced. When I talked to [redacted], owner of A2Z, I specifically told him that this is a Jado valve and that many plumbers are not familiar with repairing them; he claimed to know what to do. He sent out a tech on 1-26-16 who did not seem to know where to begin so I gave him a copy of installation schematics, which he used to get the cartridge out. When this tech left, he took the entire exterior trim with him, which I thought was odd. After the new cartridge had been ordered and received, a different tech came on 2-1-16 and this one admitted he had never worked on a Jado mixer; he too had to use my schematics. When he left, I found some black pieces of plastic hidden in the box the cartridge had shipped in. The tech obviously knew he or his predecessor had broken the black temperature ring, picked up the broken pieces. Neither one of them had the integrity or honesty to tell me, and instead just put a very broken part back on the valve. The temperature ring has a one-inch long hole with sharp edges and is useless as an indicator of the water temperature. I will not use this shower with that large hole out of concern that water may go inside the wall. After several days, my call to the office was returned by a woman who said that the part was cracked to begin with (which is not true because the ring worked as a temperature indicator and I would have felt it when using it) and that they "can't warranty something they didn't install." But they did install it after one of their techs broke it. In the same message she said I should not worry about water getting inside the wall because the tech assured her that wouldn't happen. She expects me to believe the tech who failed to tell me that they had broken it in the first place?? I asked the contractor who referred them and he was assured that the owner [redacted] would investigate and call me. Of course he didn't. I want it fixed.Desired Settlement: At their cost, the temperature ring should be replaced. If that is not possible, then they should propose a reasonable solution, at their cost. They broke the part and should be responsible for replacing it, as well as honest enough to admit that it happened in the first place.

Business

Response:

We would like to begin by noting that we have worked closely with [redacted] to resolve this is[redacted] and have replaced the temperature ring at her request, free of charge. That being said, we would like to bring up some key points in her statement. Regarding the technician’s unfamiliarity with the specific cartridge, it is not a common cartridge that a plumber comes across. One of the technicians has been working exclusively with our company for over five years and although he is extremely bright in the plumbing field, he wanted to ensure that the cartridge was installed according to the schematics as to prevent any error. Then, when our technician left, he gave the box to [redacted] with the old cartridge so she could keep it rather than disposing of it. Our technician had no reason to hide any plastic in the box, so if there was any plastic in the box it was purposely put there after the job was done to keep any old material together. Once [redacted] called our office regarding the broken temperature ring, we immediately told her that we would converse with our plumber to hear both sides of the story and then contact her. At that time, when she contacted the office initially, she stated that she was aware the piece was cracked but that it was still working prior to our arrival. We spoke to our technician on the job and he informed us that he did not break the part and that it was still working when he left the job site. At this time we still have no reason to believe that his statement is false and we as a company still believe that our plumber was honest in this situation. In her statement [redacted] said that we “can’t warranty something we didn’t install”. This statement was falsely written. It is company policy that we cannot warranty any parts or material that we as a company do not supply off of our trucks. We do not warranty the customer’s used parts. We believe this is a fair policy and is standard in the industry. After we had spoken to our technician, we called [redacted] three times and we did not get a call back for three days despite the several messages we left her. For the sake of customer good will, when [redacted] returned our call we worked through a solution and performed the repairs to her approval for no charge. We were unaware of this complaint until after the is[redacted] had already been resolved. We were informed by the contractor who referred [redacted] to us that she was considering retracting her statement just as she did with her negative “[redacted]” review but unfortunately she did not follow through. We regret that this situation occurred, but the is[redacted] has been settled at this time.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

Regards,

I don't know who wrote the response of A2Z but it most assuredly was not someone who was an eyewitness to what happened because the response is full of lies. The response says that the cartridge is "not a common cartridge." Completely untrue - it was a Grohe cartridge and very common. The response says that the technician "gave the box to [redacted] with the old cartridge so she could keep it rather than dispose of it." Also untrue. The technician was walking out the door with the old cartridge in the box of the new one and I ASKED for the box so I would have a record of the part number for future reference. He actually said that [redacted] (the boss) likes to have the parts returned to the shop. I can't help but think that he knew he had broken the temperature ring and was trying to hide the evidence. The response says that when I initially contacted the office, I said I was "aware the piece was cracked but that it was still working." So untrue! The technician took the used cartridge with him after the first visit so it is physically impossible for the mixer valve to have worked. If the response is referring to the second visit of their technician, yes water was coming out, but the temperature ring was broken (not just cracked), there was a hole 1.5 inches long, and it could not possibly work as temperature indicator because it was floating freely on the trim, not gripping it at all. When I called to complain about the temperature ring being broken, a woman named [redacted] called and left a message saying that they "cannot warranty something they did not install." I kept the message on my answering machine because her tone and message was so insulting. I couldn't help but wonder whether they would replace a shower door, for example, if the technician had broken it somehow. There is no difference when the technician breaks something that belongs to the homeowner. The response says that A2Z called me three times and did not get a call back. That is completely a lie. I called A2Z three times and did not get a call back until I called the general contractor who had recommended them to begin with. He is the one who managed to get A2Z to come out and fix it. The general contractor himself came with [redacted] from A2Z, an individual described as being their best technician. [redacted] was friendly, apologized about what happened, seemed knowledgeable (a welcome change) and figured out a way to get it working again. Unfortunately the fix involved replacing the trim assembly using chrome pieces that do NOT match the nickle finish of the original mixer valve and trim, so it looks cheesy. I never told anyone that I was going to retract my Revdex.com statement or [redacted] post because they are accurate and factual. Both are aimed at trying to prevent anyone else going through the dismissive treatment and very poor service of A2Z. I agree with A2Z that the "is[redacted] is setlled." I would never permit them in my home again under any circumstances.