A and H Building Company

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:On August 23, I received an email from my tenant who lives in a property
I own in Washington, DC that the toilet was loose at the base and needed repair
by replacing a flange and inserting a replacement ring
On August 23, I called Raine and Sons Plumbing
at *** *** *** to schedule an appointment I asked to receive a quote
prior to making the repair The man who scheduled the appointment agreed
When the repairman called me (his number is *** *** ***) to receive directions, I again emphasized I wanted a quote prior to
making the repair
When Raine and Sons called me to let me know
what the repairman said needed to be repaired, I was told they could only tell
me the problem, not the cost -- not a ballpark, not an estimate
When I called "Bear" who is the
manager of customer service to say that the phone scheduler and the repairman
both agreed to give me a quote prior to repair, I was told they don't give
quotes
Since the repair needed to be done, I agreed to
the work but not to do the work if it exceeded $
On August 25, $was charged to my debit
card
Please note that to this day, no receipt was
sent despite requesting it three times from Dan at Raine and Sons -- I gave my
mailing address and email address
Clearly I was overcharged for this work
I obtained two second opinion quotes from other plumbers that it would cost no
more than $and $to replace a flange and wax ring Please also see
the Internet research I conducted on the estimated cost for this repair in the
zip code
Also, the work was not adequately repaired
I had to pay $for someone to reseal and caulk the toilet
Please see the attached email from the tenant complaining that it wasn't
repaired as well as the receipt for this repair
Finally, the area was left with dirt and wax
from the seal everywhere I had to pay a cleaning person $to clean the
bathroom Please see attached-photos
On September 7, 2016, I filed a claim with the
*** ** *** Claims Department
All told, I have spent the following:
$--
Raine and Sons -- flange and seal
$--
*** *** *** -- reseal
$-- *** *** -- cleaning
TOTAL --
$
for a
repair that should have costed no more than $
Thank you for
looking into this most unfortunate and price gouging repair
Regards,
***
Regards,
*** ***

Dear [redacted],Thank you for your recent letter citing the complaint you received regarding the services and Subsequent charge for a toilet repair for customer [redacted] by Raine & Son, LLC.If we may, this customer has taken advantage to air their complaint not only with Revdex.com, but other...

Social media in hopes of expressing their one-sided version of what they think they should be paying in today's market versus reality for equivalent repairs. In any event, as I am sure you are aware in dealing with issues of this nature, there is always two sides to every story. This matter is no exception.We have attempted to recite the details of this situation covered in our Operations Team meeting this morning in hopes of explaining the facts associated with this situation as concisely as We can."As We discussed, We always quote labor rates to all COD Customers as they call in to Schedule Work. Also, we have a policy to collect a credit card number to set the appointment and explain this will not be automatically charged, as We will contact them with the totals prior to billing. This particular job was called in as a "loose toilet" and we dispatched a technician to further diagnose the total extent of the requested repair. Once on site he located the cause of the problem as a broken ABS toilet flange in need of replacement and reported it to our office and the customer. At that time the customer had a conversation with the Vice President asking how much the job would cost in total. The response was "we will not know what will be needed until we start removing the necessary pipework". The customer was asked if they WOuld like us to Continue and they replied "Yes". Our tech requested extra material and equipment to Complete the job as requested. The Service Manager personally delivered material to the job site allowing the tech to complete the work. After the job was completed we made adjustments in regards to time, simply due to the wait time for material and equipment to be delivered. Reductions were instituted prior to any additional Conversation with the customer. Our billing department contacted the customer and relayed the price and it was accepted. Shortly after, the customer's husband called and seemed very upset about the charges. The Service Manager had a lengthy conversation and attempted to answer his questions. His first issue was the amount of time our tech took. It was explained to the best of our abilities and also mentioned We have already removed approx. an hour and a half (1.5 hours) from the bill, due to the Wait time. Next he started to explain he was a plumber of some kind in the past and the material was also too expensive. He suggested several times "it was only a flange, some screws, and a wax ring. We explained there was more material required to complete the work and additional equipment charges he had not taken into account. This only seemed to make him more upset. He asked to talk to someone else and the call was transferred to the Vice President. The same Conversation was had again and it ended with the Customer still upset." Unfortunately, we exhausted our efforts to provide an adequate explanation of our charges and any further adjustment is NOT forthcoming.We certainly appreciate your attempt to intervene and moderate this situation, but no further adjustments will be granted.Again, thank you for reaching out to us!Regards,