A & I Investments

My name is Chad, and I am the owner of M&R PlumbingI am writing in response to a letter from [redacted] I am sorry to hear she is not satisfied with our businessI would like to share our point of viewShe called our company because she had a leak; water was showing up on her bathroom floorShe told us that she had a handyman friend try to find the leak and also had called another plumbing company, but no one could figure out where the water was coming fromI sent, Justin, one of my technicians, and he found and repaired a leak on her toilet tank [redacted] called again on Saturday because the floor was still wetThane, another one of my technicians, went out and didn’t find another leak but thought that the floor was still wet from when Justin was out earlier that weekIt started to dry up, and we thought everything was okayShe called again the next Thursday and said the floor was wet again, so this time I went out myself to see what the problem wasI found that her outside faucet was leaking in the wall, but water would only leak in the bathroom when she used the outside faucetIn other words, when she would water outside, the floor in the bathroom would get wet, and when she didn't water, it would dry upI explained this to her and told her I didn't have anyone available to replace the outside faucet until Monday morning and that as long as she didn't turn the outside faucet on the leak wouldn’t show upShe told me that this would be okayI had the phones forwarded to myself all weekend and never heard from herJustin showed up on Monday morning to replace the outside faucet, and she told him she didn't want him to replace it because she was mad at me, so Justin came back to the shopI was surprised at the way she was acting and called to see what I could doShe was very rude and told me I left her with no waterI apologized and asked if she would let Justin come back and change the outside faucet so she could use it and told her I would take 20% off the billShe called the office after lunch, and Justin went and replaced the faucetWe gave her 20% off the bill and didn't charge her the service call feeI feel bad this happenedI wish I would have had a technician available to change the faucet on Thursday, but I did notI did, however, feel that Ms [redacted] was satisfied when I left on Thursday because I had found the leak and stopped it and then had her on our schedule for Monday to fix itCustomer service is our priority, and I am sorry we did not meet all of her expectations Tell us why here

I'm sorry for the misunderstandingI never turned off anything; all I did was ask you not to use the outside faucet for a few days until we could come out and replace itIf you feel that a refund of $is necessary, then we will be happy to complyAgain ***, we are sorry for what happened

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI accept the business offer and would ask that Chad would mail the refund check, before monthsend, to my post office box, ** *** *** *** ** ***
Regards,
*** ***

My name is Chad, and I am the owner of M&R Plumbing. I am writing in response to a letter from [redacted]. I am sorry to hear she is not satisfied with our business. I would like to share our point of view. She called our company because she had a leak; water was showing up on her bathroom...

floor. She told us that she had a handyman friend try to find the leak and also had called another plumbing company,  but no one could figure out where the water was coming from. I sent, Justin, one of my technicians, and he found and repaired a leak on her toilet tank. [redacted] called again on Saturday because the floor was still wet. Thane, another one of my technicians, went out and didn’t find another leak but thought that the floor was still wet from when Justin was out earlier that week. It started to dry up, and we thought everything was okay. She called again the next Thursday and said the floor was wet again, so this time I went out myself to see what the problem was. I found that her outside faucet was leaking in the wall, but water would only leak in the bathroom when she used the outside faucet. In other words, when she would water outside, the floor in the bathroom would get wet, and when she didn't water, it would dry up. I explained this to her and told her I didn't have anyone available to replace the outside faucet until Monday morning and that as long as she didn't turn the outside faucet on the leak wouldn’t show up. She told me that this would be okay. I had the phones forwarded to myself all weekend and never heard from her. Justin showed up on Monday morning to replace the outside faucet, and she told him she didn't want him to replace it because she was mad at me, so Justin came back to the shop. I was surprised at the way she was acting and called to see what I could do. She was very rude and told me I left her with no water. I apologized and asked if she would let Justin come back and change the outside faucet so she could use it and told her I would take 20% off the bill. She called the office after lunch, and Justin went and replaced the faucet. We gave her 20% off the bill and didn't charge her the service call fee. I feel bad this happened. I wish I would have had a technician available to change the faucet on Thursday, but I did not. I did, however, feel that Ms. [redacted] was satisfied when I left on Thursday because I had found the leak and stopped it and then had her on our schedule for Monday to fix it. Customer service is our priority, and I am sorry we did not meet all of her expectations.    Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]I do not accept the business response because:M & R plumbing first came out to my property on 6/16th. At that time two young men came and could not find the leak, however they did find a leak in a toilet, which was not the cause of the bathroom floor flooding. I was charged $261.53, and this was the total due after the 20% discount and waived service fee. The young technicians were very nice and professional, however they could not find the cause of the leak. Although I had called immediately the very next morning, no one came back out until, 6/29th. Chad came that Thursday alone, and found the cause of the leak, the outside faucet, he knew immediately what the problem was, he turned the water off and left, I did not see him, or hear from him again. On 7/3rd Monday 17 days after their first visit, the two young technicians came and fixed the outside faucet that was causing the leak. I was charged another $218.69 for the final visit. I feel that had the owner Chad, come out on the first visit 6/16th when his staff was not able to locate the leak, the situation would have been resolved that day. I feel that my request for $100.00 refund to cover the damage caused by their lack of response is justified.