A 3 Aces Plumbing & Drain Cleaning Inc

On September 22, 2017 we received a call from [redacted] to see if we could accept a claim that was out of our radius system . Claim was for a leak from a pipe in the basement we accepted it based on helping the customer and [redacted] . We contacted the customer Mr. [redacted] answered said there's was a leak...

coming from a pipe that's leading to the water filter . We told Mr. [redacted]  we will dispatch a tech out same day Mr. [redacted] said I'm home all day . We dispatch our tech Alex that afternoon . Alex arrived at the property and diagnose where the leak was coming from , after the diagnose Alex contacted the office to give the report in and took a picture of where the leak was coming from. Alex report was the water filter is leaking and needs to be replaced. We immediately contacted [redacted] authorization department gave them the diagnose that the leak is coming from the water filter and it needs to be replaced . Rep from the department said the customer does not have coverage for a water filter it will be out of pocket cost from the customer. She had asked what is the cost to replace the unit we told her , we will honor the same price that we will give to [redacted] which is $200. She said okay I will have to call the customer and see if they will agreed on the non covered charges . Few mins later Mrs. [redacted] called us and said that [redacted] has called and told her of the non covered charges , we told her your non covered charges will be $200 for the water filter. She said okay we would like to schedule an appointment. We scheduled for September 25,2017 . we dispatch Alex back that day upon his arrival Alex has told them I'm going to replace the water filter, they were under the assumption that Alex was replacing a water softener , before Alex processed he advised Mr. [redacted] who was there that he will replace the water filter only and it will cost $200. Alex explain to Mr. [redacted] that the price $200 is to replace a water filter and the price to replace a water softener by itself is over $500 without adding any labor before he started the installation at that point Mr. [redacted] had agreed to proceeded with the installation of the water filter .Then 2 hours later after the job was completed we receive a call from [redacted] stating that the customer was not happy due to we have replaced the water filter and not a water softener , we explained to the representative what happened that afternoon .Even after our 2nd trip out there we wouldn't have replaced the water filter if the customer never agreed to proceed .