I'm sorry to hear that Mr*** was upset with our companyWhen we responded to his New Year's Eve emergency 12/31/2014, he explained to the plumbing technician that he already had a few plumbers out to investigate the source of his leakHe only knew that it was coming from upstairs into the
basement areaWe did some investigation for Mr*** and then the plumber on call asked if we could return in the morning so that a senior plumber could have a second look at the situationMr*** was fine with thatSo, on a day when most businesses are closed or charge extra for service, we came out, at no cost to him, to evaluate the situationAfter some troubleshooting, snaking and an attempt to inspect his sewer line with a video camera, we wound up replacing a section of his main sewer line over the course of the next business days, and finished on 1/7/2015. Dirt and damage to areas where work is being done often occurs on job sites and his signature on our invoice acknowledges his understanding of thisHowever, Mr*** is absolutely correct that the two plumbers who worked at his property left it in a less-than satisfactory stateMr*** notified us of this shortly after we had left and we immediately apologized and told him we would correct the issueWe pride ourselves on delivering a high level of customer satisfactionThey should have cleaned up. The following day, Mr*** sent us pictures of areas requiring attentionWe scheduled our plumbers to come out on Sunday, 1/11/2015, to clean those areas but Mr*** called and rescheduled for MondayAs per our request, our plumbers took pictures of the clean upWe also made sure to ask Mr*** if it had been done to his satisfactionInitially, he was not satisfied so we sent them back in again to address any remaining issuesUpon the second inspection, Mr*** told our plumbers that everything was ok and that they could goWe have attached a copy of those before and after pictures, as well as a copy of the signed invoice from the jobPlease note, there are two sections requiring the customer's signature; the first, authorizes the work to be done, the second section affirms the customer's complete satisfaction at the end of the jobWe are happy that Mr*** reached out to us regarding this situationWe are sorry he felt that he needed to turn to the Revdex.com after saying that everything was ok. A-Z Plumbing & Drain Service
eitan b[redacted] <[email protected]>AttachmentsJun 10 (3 days ago)to me eitan b[redacted] <[email protected]>[email protected] Merchantsupportbb Apr 20 at 10:09 AMThis is, I hope, my final response to case #[redacted]. I cannot understand why every time I respond the case is closed and then opened again; now for the third time. We have been a merchant for American Express for about 10 years and we have NEVER had an experience with an [redacted] cardholder like this. There needs to be a final resolution to this issue. Ms. [redacted] is now claiming that a second plumbing company explained to her that we cleared her drains from the wrong end of her main sewer line. There's a few things that I find problematic here. 1) I looked at the attached invoice from [redacted] stating they cleared her blockage in 40 minutes. It doesn't say, "In our professional opinion, A-Z Plumbing performed faulty plumbing services." It doesn't say that we snaked her drain from the "wrong side" and it doesn't say anything about the downspout drains that we worked on. What another plumbing company "told" Ms. [redacted] has no relevance. We are a licensed plumbing company and we know what we are doing. For a lay person to come and say to a professional "you did it wrong" is a little absurd. And for the record, when clearing a main line, the correct area to start from is the end because when you clear the front without clearing the back, the refuse that's left behind comes back into the main, sometimes clogging it again.2) In any case, and regardless to what [redacted] did or found at her property, we jetted her downspouts. Downspouts are part of the storm sewer system. They are NOT part of the main sanitary system (the sanitary is sewer and the storm is rain water). She is claiming that we tried, but were not successful, at clearing her main sewer line but we never worked on her main sewer line, only on her storm drain. 3) If you look at the copy of her invoice (pls see attached) you will find that we jetted 5 of her downspouts and used a camera to inspect each one. The technician at the job wrote that water is flowing fine in all 5 downspouts after jetting but that the camera shows numerous dislocations in her drains. Dislocations often occur with root penetration and natural settling of the ground. It is obvious that the [redacted]'s were having issues with this drainage system-- it's disconnected in many areas.4) The final downspout, the one located on the front left side of the [redacted]'s home, was found to be problematic. Since jetting this drain did not work, the two technicians on the job discussed this with the [redacted]'s and let them know that if they wanted, we could try snaking that downspout for an additional $200.00. Snaking is not jetting. In previous responses to this claim, we sent pictures of the enormous sized roots that we pulled out of that downspout drain, and have attached them again here. Because of the size of the roots and dislocated joints that we found throughout her storm drainage system, we suggested digging up this front left side downspout and repiping it. It is in our professional opinion that repairing issues like these is more cost effective in the long run. We are entitled to our professional opinion. 5) Our guarantee. Although Ms. [redacted] has highlighted the words she found relevant in our guarantee, which is printed on the back of our invoice, the portion she underlined to bring to your attention is actually a sentence that starts with the word "if". Namely, "If we provide a service guarantee, it covers only drainage failure in the line serviced, and defective plumbing workmanship, during the guarantee term." When we work on lines that we find to be problematic we do not provide warranties or guarantees on them. This was not a drain line that we cleared and then 2 weeks later it backed up again. We left her property giving her a detailed estimate of how to fix her problem. Furthermore, under the same paragraph (#4 Our Guarantee), it also states, "Except as explicitly stated in writing, we are not giving any guarantees or making any warranties." There is no guarantee or warranty written on the [redacted]'s invoice. 6) Is Ms. [redacted] implying that we stole her credit card information? She signed the top of our invoice authorizing the work to be done and agreeing to pay the amounts indicated. She gave our technicians her credit card information. Her claim that she did not authorize us to charge her American Express card is false. The bottom signature on the invoice (which I agree is absent) acknowledges that the work was done to the customer's completed satisfaction. Which brings me to my next and final point. 7) Ms. [redacted] says in her final statement that "several phone calls were made to this company to resolve this matter..." We did this job for the [redacted]'s on November 18, 2015, a week before the Thanksgiving Holiday. If she called during that time it could be that her message was not received by management. I did receive one message that Ms. [redacted] called our office demanding all of her money back. We checked our call records and only found two calls from the [redacted]'s phone number. I cannot say that I was in a hurry to get back to her, but before I had the chance, I had already received paperwork from American Express that she was disputing our charges. We pride ourselves on the high level of customer satisfaction that we aim to achieve. Sometimes things don't go to the liking of a particular party in a dispute. I have, in my previous response to this same claim, offered to refund Ms. [redacted] the $200.00 that we charged her for snaking the front left downspout, which was a separate charge added on to her invoice when we could not jet through that line. I do not understand why we are being challenged for the remainder of the invoice when the remaining 5 downspouts were cleared and cameraed. We were unsuccessful in opening ONLY THE FRONT LEFT SIDE DOWNSPOUT DRAIN LINE and an estimate was left for work to rectify that issue. All of the the other downspouts we cleared successfully. Sincerely, A-Z Plumbing eitan b[redacted] <[email protected]>Jun 10 (3 days ago)to [redacted] Hi [redacted], I sent an email without addressing its contents. There is the repsonse from 4/20 in the body of the email and there is an attachment with a response from March. Both were to American Express, who closed the dispute in my favor and that is why Mrs. [redacted] turned to the Revdex.com. My first response to American Express was in January, but it was a verbal rebuttal on their recorded line. I no longer have the actual pictures we sent to American Express except for copies, which I need to look for still. When I find them I will send those too.Thanks, Rachel A-Z Plumbing & Drain Service, Inc.216.320.4000
I'm sorry to hear that Mr*** was upset with our companyWhen we responded to his New Year's Eve emergency 12/31/2014, he explained to the plumbing technician that he already had a few plumbers out to investigate the source of his leakHe only knew that it was coming from upstairs into the
basement areaWe did some investigation for Mr*** and then the plumber on call asked if we could return in the morning so that a senior plumber could have a second look at the situationMr*** was fine with thatSo, on a day when most businesses are closed or charge extra for service, we came out, at no cost to him, to evaluate the situationAfter some troubleshooting, snaking and an attempt to inspect his sewer line with a video camera, we wound up replacing a section of his main sewer line over the course of the next business days, and finished on 1/7/2015. Dirt and damage to areas where work is being done often occurs on job sites and his signature on our invoice acknowledges his understanding of thisHowever, Mr*** is absolutely correct that the two plumbers who worked at his property left it in a less-than satisfactory stateMr*** notified us of this shortly after we had left and we immediately apologized and told him we would correct the issueWe pride ourselves on delivering a high level of customer satisfactionThey should have cleaned up. The following day, Mr*** sent us pictures of areas requiring attentionWe scheduled our plumbers to come out on Sunday, 1/11/2015, to clean those areas but Mr*** called and rescheduled for MondayAs per our request, our plumbers took pictures of the clean upWe also made sure to ask Mr*** if it had been done to his satisfactionInitially, he was not satisfied so we sent them back in again to address any remaining issuesUpon the second inspection, Mr*** told our plumbers that everything was ok and that they could goWe have attached a copy of those before and after pictures, as well as a copy of the signed invoice from the jobPlease note, there are two sections requiring the customer's signature; the first, authorizes the work to be done, the second section affirms the customer's complete satisfaction at the end of the jobWe are happy that Mr*** reached out to us regarding this situationWe are sorry he felt that he needed to turn to the Revdex.com after saying that everything was ok. A-Z Plumbing & Drain Service
eitan b[redacted] <[email protected]>AttachmentsJun 10 (3 days ago)to me eitan b[redacted] <[email protected]>[email protected] Merchantsupportbb Apr 20 at 10:09 AMThis is, I hope, my final response to case #[redacted]. I cannot understand why every time I respond the case is closed and then opened again; now for the third time. We have been a merchant for American Express for about 10 years and we have NEVER had an experience with an [redacted] cardholder like this. There needs to be a final resolution to this issue. Ms. [redacted] is now claiming that a second plumbing company explained to her that we cleared her drains from the wrong end of her main sewer line. There's a few things that I find problematic here. 1) I looked at the attached invoice from [redacted] stating they cleared her blockage in 40 minutes. It doesn't say, "In our professional opinion, A-Z Plumbing performed faulty plumbing services." It doesn't say that we snaked her drain from the "wrong side" and it doesn't say anything about the downspout drains that we worked on. What another plumbing company "told" Ms. [redacted] has no relevance. We are a licensed plumbing company and we know what we are doing. For a lay person to come and say to a professional "you did it wrong" is a little absurd. And for the record, when clearing a main line, the correct area to start from is the end because when you clear the front without clearing the back, the refuse that's left behind comes back into the main, sometimes clogging it again.2) In any case, and regardless to what [redacted] did or found at her property, we jetted her downspouts. Downspouts are part of the storm sewer system. They are NOT part of the main sanitary system (the sanitary is sewer and the storm is rain water). She is claiming that we tried, but were not successful, at clearing her main sewer line but we never worked on her main sewer line, only on her storm drain. 3) If you look at the copy of her invoice (pls see attached) you will find that we jetted 5 of her downspouts and used a camera to inspect each one. The technician at the job wrote that water is flowing fine in all 5 downspouts after jetting but that the camera shows numerous dislocations in her drains. Dislocations often occur with root penetration and natural settling of the ground. It is obvious that the [redacted]'s were having issues with this drainage system-- it's disconnected in many areas.4) The final downspout, the one located on the front left side of the [redacted]'s home, was found to be problematic. Since jetting this drain did not work, the two technicians on the job discussed this with the [redacted]'s and let them know that if they wanted, we could try snaking that downspout for an additional $200.00. Snaking is not jetting. In previous responses to this claim, we sent pictures of the enormous sized roots that we pulled out of that downspout drain, and have attached them again here. Because of the size of the roots and dislocated joints that we found throughout her storm drainage system, we suggested digging up this front left side downspout and repiping it. It is in our professional opinion that repairing issues like these is more cost effective in the long run. We are entitled to our professional opinion. 5) Our guarantee. Although Ms. [redacted] has highlighted the words she found relevant in our guarantee, which is printed on the back of our invoice, the portion she underlined to bring to your attention is actually a sentence that starts with the word "if". Namely, "If we provide a service guarantee, it covers only drainage failure in the line serviced, and defective plumbing workmanship, during the guarantee term." When we work on lines that we find to be problematic we do not provide warranties or guarantees on them. This was not a drain line that we cleared and then 2 weeks later it backed up again. We left her property giving her a detailed estimate of how to fix her problem. Furthermore, under the same paragraph (#4 Our Guarantee), it also states, "Except as explicitly stated in writing, we are not giving any guarantees or making any warranties." There is no guarantee or warranty written on the [redacted]'s invoice. 6) Is Ms. [redacted] implying that we stole her credit card information? She signed the top of our invoice authorizing the work to be done and agreeing to pay the amounts indicated. She gave our technicians her credit card information. Her claim that she did not authorize us to charge her American Express card is false. The bottom signature on the invoice (which I agree is absent) acknowledges that the work was done to the customer's completed satisfaction. Which brings me to my next and final point. 7) Ms. [redacted] says in her final statement that "several phone calls were made to this company to resolve this matter..." We did this job for the [redacted]'s on November 18, 2015, a week before the Thanksgiving Holiday. If she called during that time it could be that her message was not received by management. I did receive one message that Ms. [redacted] called our office demanding all of her money back. We checked our call records and only found two calls from the [redacted]'s phone number. I cannot say that I was in a hurry to get back to her, but before I had the chance, I had already received paperwork from American Express that she was disputing our charges. We pride ourselves on the high level of customer satisfaction that we aim to achieve. Sometimes things don't go to the liking of a particular party in a dispute. I have, in my previous response to this same claim, offered to refund Ms. [redacted] the $200.00 that we charged her for snaking the front left downspout, which was a separate charge added on to her invoice when we could not jet through that line. I do not understand why we are being challenged for the remainder of the invoice when the remaining 5 downspouts were cleared and cameraed. We were unsuccessful in opening ONLY THE FRONT LEFT SIDE DOWNSPOUT DRAIN LINE and an estimate was left for work to rectify that issue. All of the the other downspouts we cleared successfully. Sincerely, A-Z Plumbing eitan b[redacted] <[email protected]>Jun 10 (3 days ago)to [redacted] Hi [redacted], I sent an email without addressing its contents. There is the repsonse from 4/20 in the body of the email and there is an attachment with a response from March. Both were to American Express, who closed the dispute in my favor and that is why Mrs. [redacted] turned to the Revdex.com. My first response to American Express was in January, but it was a verbal rebuttal on their recorded line. I no longer have the actual pictures we sent to American Express except for copies, which I need to look for still. When I find them I will send those too.Thanks, Rachel A-Z Plumbing & Drain Service, Inc.216.320.4000