AAA Custom Upholstery

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Thank you [redacted]

The business called the Revdex.com to say that the tech was called for a issue with a toilet The customer did not have a clean out, which is an access point to run a snakeThis customer did not have a clean out point and so the tech had to move the toiletTheir machines were not able to make the bend and at that time they followed protocol and contacted the warranty companySince there was no clean out point the claim was not covered under the warrantyThe business then provided a quote to create a clean out point, it was for $The customer did not want to pay that and now wants the $trade call fee returnedThat is not a refundable fee since it is contracted with the warranty company

[redacted] The customers proposed solution when making her complaint was a refund of $ I complied with her original request and sent her a check for $ It was check# [redacted] for reference purposes; however, the refund no longer resolves her complaint This would be because her complaint is not with my companyIt is with her warranty company as even her lawyer pointed out and I quote from her reply "The $went to you and we talked to our lawyer and was told by him, totake the warranty company to small claims court, not only to get our $back, but to get all of our money back where [redacted] Plumbing fixed our problem" Her anger and defamation are aimed at the wrong company and enough is enoughShe was not our customer; the warranty company was This entire complaint is based on the fact that they denied the repair and because of this we were unable to fix her problem Kind Regards, [redacted] Plumbright Plumbing Inc

I delivered my Martha Washington chair to AAA Upholstery after scheduling a drop-off date It was estimated that it would be a week before the chair might be ready Consider my surprise when I received a call days later that the chair was ready It looks marvelous, the workmanship is very professional, the price reasonable, and my extra fabric was returned on the bolt Service was excellent and courteous; I would strongly recommend

Revdex.com: I have reviewed the offer 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] First of all my name is [redacted] Second, you stated, "our mechanic tried accessing the main line from numerous locations", your mechanic only tired accessing the main line from one location, our toiletThird, you stated "our home was built before cleanouts were installed." I'm sure you know in the late 1970's, most recognized plumbing codes mandated that all sanitary sewer systems be installed with two directional clean outsWe have two cleanouts under our home, easy to get toFourth, you stated, "our mechanic explained the different options to the customer." Your mechanic didn't explain anything to me, his words were "I can't fix it, that will be $75.00"I asked, "You can't fix it?" He said "No you need to call another plumber." Sounds to me like you need to train your mechanics and buy jetters and small specialty blballs to be a real plumbing company that customers can callI'm sure you heard the saying, you need to spend money to make moneyFifth, you stated, "we explained to the customer that she did not have to pay the $but that she would receive a bill from her warranty company for the $and would be responsible for it regardless." What your mechanic really said "I don't have any receipts, I can email you one." I told him "my husband said I have to get a receipt when I pay you." Your mechanic said, "Plumbright will send you a bill for the $75.00." I said "Okay." Your mechanic went out to his van talking on the phone, few minutes later he came knocking on our door and said "Here's your receipt." WOW all of a sudden he had receiptsThat's when I paid the $Sixth, you stated "It was our service manager who recommended [redacted] Plumbing" That is not true, you are lying again and you know you are lyingSeventh, you stated, "The $is their stipulation, not ours and I hope that she extends her frustrations to them directly as they would be the ones who would have to make an exception to their rules." The $went to you and we talked to our lawyer and was told by him, to take the warranty company to small claims court, not only to get our $back, but to get all of our money back where [redacted] Plumbing fixed our problem Last but not least, you stated "If [redacted] has any further questions or would like to talk personally about this situation, please let her know she can feel free to call or email." It saddens me you don't know the name of your customer that has filed a complaint against your companyLet me tell you again, my name is [redacted] and I [redacted] was informed by my lawyer that I [redacted] have nothing more to say to you [redacted]

Hello *** ***
This email is in response to the complaint filed by (***) and her claims of negligent service First, I must address the scheduling issues and apologize for any miscommunication as I only show her scheduled for the 8th and completed on this dayBreakdowns of communication (with regard to her schedule and service) often occur when customers are sent to us through home warranty companies, as this was Her plumbing issues were noticeable at the tub and kitchen sink but knowing that the clog was in the main drain line itself, our mechanic tried accessing the main line from numerous locations with no success This home was built before (cleanouts) were installed, meaning we could not access the drain lines from outside, which is why he pulled the toilet and tried snaking the main line from this location The first sewer machine was too large and he brought in a smaller machine to see if it could make the (U) turn necessary through the pipe to clear the clog This machine was not small enough either and at this time, he returned outside to call the warranty company informing them that we were unable to fix the problem, another service plumber (with different machinery) may have more success
The warranty company only cares about what is necessary to remedy the situation and from our end, the only thing we could do was replace the portion of drain line in the crawl space believed to be holding the clog The warranty company denied this action as only certain repairs are covered It is at this time that our mechanic explained the different options to the customer She was understandably unhappy and it saddens me because we are the ones left to explain that their problem is not covered by their home warranty and therefore, we cannot make the repairs The $is the customers deductible (from the warranty company) and is, the companies trade call fee for diagnosing the issue We explained to the customer that she did not have to pay the $but that she would receive a bill from her warranty company for the $and would be responsible for it regardless It was our service manager who recommended *** Plumbing as they are a company that we trust and use whenever we run into circumstances that are best handled with specialty equipment (jetters and small specialty blballs)
I wish that there was something I could say to appease her and, from a consumers standpoint, I completely understand Why is she paying when her problem was not fixed? Well, the best way I know how to answer this question is to be 100% honest The $deductible is the trade call fee that this warranty company pays a contractor to diagnose the problem Only after we have diagnosed a problem can we call the warranty company (while on site) to get authorization for repairs This would be why my mechanic spent the majority of his time on the telephone First to call in the diagnosis and get authorization to snake the line, then to get authorization to use a different machine, and last, to report that he could not reach the clogEnd result, the claim denied (meaning our hands were then tied) we could not proceed unless the customer agreed to charges denied by the warranty company I have explained this situation to the best of my ability but to make things short and sweet, we were contracted by the warranty company and because of this are bound by their rules and guidelines The $is their stipulation, not ours and I hope that she extends her frustrations to them directly as they would be the ones who would have to make an exception to their rules Considering her circumstances I surely hope they would be willing to refund her $deductible
In conclusion, I apologize that we were not able to take care of her plumbing needs but am glad that *** Plumbing was We are often left explaining to customers that their issues are not covered by home warranty, leaving a stigma attached us, to the messenger instead of the company responsible for the determination If *** has any further questions or would like to talk personally about this situation, please let her know she can feel free to call or email My information is included in the signature below
Kind Regards,
*** *** ***
Plumbright Plumbing Inc

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** *** *** ***This is in response to the letter submitted by Plumbwright Plumbing, Incregarding the complaint I submitted (***). It is true that I spoke with *** and set up an appointment for the following day. When I spoke to him he said I would have to pay an additional $(est) to come out that day. I did not realize the issue was due to installation at that time and thought it was a problem with the unit, so I did not want to pay the extra money if I did not have to. I immediately started calling other plumbers to see if someone could come out that day. There were a few that were like Plumbwright and would charge an extra fee, but MA Williams would come out and they would not charge extra. Also during the day, the leak got worse and I was afraid something was going to give way and I would have a flood. So, of course, I chose to go with a reputable plumbing company that would come out that day and not charge extra.It is true the water heater was not provided by Plumbwright. The union that was leaking was installed by the Plumbwright technician when they rerouted the pipes at the top of the water heater into a new configuration. It didn't have anything to do with the hot water heater itself.As to the fact that I had to carry the unit back to the supplier to get the plug out....the technician did not have the tool he needed to remove the plugI told them it was an *** heating system and they should have had the appropriate tools to remove the plug or should have gotten what they needed. When I took it back to the supplier, he noted that they had used an inappropriate tool and that he hoped he could get it out. He sent one of his employees to the hardware store for a tool to remove it (it is not their job to do that, but he was very accommodating). So this was not a specialty tool that was needed. I would expect a plumber to be able to work with different types of units and this was a common unit, not a special order.I did not complain about the material that was on my wall and floor, because, like I said...I was just glad to have the unit in. I called it welding slag because I don't know what it was. I am not a plumber, so I don't know what they useIt was whatever they use to put the pipes together because it was on the outside of the pipe, the wall and floor. The substance was greenish blackI really don't need them to clean the wall or floor as it would probably cause more damage than good.What I would like is for them to pay for the repair that had to be made due to the installation. I don't think it was fair that my options were to pay an extra $for an appointment today or stay at home all day and night taking water out of the overflow and waiting for it to burst, or turn off the water, have no heat and go somewhere else for the night. I am not a plumber and did not know it was an installation issue. I am also not in a position to pay almost double for a repair. And I definitely did not want to deal with a burst hot water tank (what I feared would happen because I did not know what the problem was).The fitting has not leaked since it was tightened. They are welcome to come and inspect it.Thank you for your time in considering this complaint

To Whom it May Concern,
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This response is in reference to complaint number ***When the customer originally called, she stated that she noticed water dripping from the water heater. During her and *** conversation, she explained that the leak was not bad and they agreed on a first thing appointment for the following day. At 4:55 the same afternoon, the customer called to cancel her appointment stating that she found another company to repair the unit. Their conversation continued as he (Brian) asked why she did not call the emergency technician if she felt this was an emergency (there is no charge for this service if defects are from improper installation). She stated that the leak worsened and he asked why she did not call to let him know that the situation had changed and needed immediate attention.
Now, the situation becomes more complicated. This water heater was not provided by our company, it was purchased by the homeowner and there is no way to know if the loose union was, in fact, part of the unit or of our connection. We were not provided an opportunity to repair or access the problem and the customer took it upon herself to hastily have this repaired
To address other comments mentioned in this complaint, and I quote "The technician who came out from Plumbright could not get the plug out to hook it to my *** heating system. I had to take it all the way back out to the place where I bought it and they pulled it right out". My technicians are trained to NEVER forcefully remove anything not provided by our company, as we then become responsible for damages. He was simply doing his job correctly. It would be expected of suppliers who work with these units regularly to easily remove these plugs (with the proper tool of course)"I then brought it back home and the technician installed it. Rather sloppily (getting welding slag on my wall and floor), but I didn't complain because I at least had hot water. But this proves how sloppy the job was in the first place". I am not sure what "welding slag" is as this is not a product that my plumbers use. Reading of this issue in the Revdex.com complaint was the first time it was brought to our attention; however, if it is something we stained, we will gladly remove it from the wall and floor
In summary, we were not unwilling to fix a potential issue. We were not even aware that our original scheduled appointment (of less than hours from her call) was unacceptable until receiving news that the repair was completed by another company. We stand behind our work and go above and beyond for all of our customers but in this instance, we weren't even given a chance to rectify what may or may not have been an installation error
*** ***
*** *** ***

To Whom it May Concern, This response is in reference to complaint number ***.When the customer originally called, she stated that she noticed water dripping from the water heater. During her and *** conversation, she explained that the leak was not bad and they agreed on a first
thing appointment for the following day. At 4:55 the same afternoon, the customer called to cancel her appointment stating that she found another company to repair the unit. Their conversation continued as he (Brian) asked why she did not call the emergency technician if she felt this was an emergency (there is no charge for this service if defects are from improper installation). She stated that the leak worsened and he asked why she did not call to let him know that the situation had changed and needed immediate attention. Now, the situation becomes more complicated. This water heater was not provided by our company, it was purchased by the homeowner and there is no way to know if the loose union was, in fact, part of the unit or of our connection. We were not provided an opportunity to repair or access the problem and the customer took it upon herself to hastily have this repaired. To address other comments mentioned in this complaint, and I quote "The technician who came out from Plumbright could not get the plug out to hook it to my *** heating system. I had to take it all the way back out to the place where I bought it and they pulled it right out". My technicians are trained to NEVER forcefully remove anything not provided by our company, as we then become responsible for damages. He was simply doing his job correctly. It would be expected of suppliers who work with these units regularly to easily remove these plugs (with the proper tool of course)."I then brought it back home and the technician installed it. Rather sloppily (getting welding slag on my wall and floor), but I didn't complain because I at least had hot water. But this proves how sloppy the job was in the first place". I am not sure what "welding slag" is as this is not a product that my plumbers use. Reading of this issue in the Revdex.com complaint was the first time it was brought to our attention; however, if it is something we stained, we will gladly remove it from the wall and floor. In summary, we were not unwilling to fix a potential issue. We were not even aware that our original scheduled appointment (of less than hours from her call) was unacceptable until receiving news that the repair was completed by another company. We stand behind our work and go above and beyond for all of our customers but in this instance, we weren't even given a chance to rectify what may or may not have been an installation error. *** ***
*** *** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
*** ***This is in response to the letter submitted by Plumbwright Plumbing, Incregarding the complaint I submitted (***). It is true that I spoke with *** and set up an appointment for the following day. When I spoke to him he said I would have to pay an additional $(est) to come out that day. I did not realize the issue was due to installation at that time and thought it was a problem with the unit, so I did not want to pay the extra money if I did not have to. I immediately started calling other plumbers to see if someone could come out that day. There were a few that were like Plumbwright and would charge an extra fee, but MA Williams would come out and they would not charge extra. Also during the day, the leak got worse and I was afraid something was going to give way and I would have a flood. So, of course, I chose to go with a reputable plumbing company that would come out that day and not charge extra.It is true the water heater was not provided by Plumbwright. The union that was leaking was installed by the Plumbwright technician when they rerouted the pipes at the top of the water heater into a new configuration. It didn't have anything to do with the hot water heater itself.As to the fact that I had to carry the unit back to the supplier to get the plug out....the technician did not have the tool he needed to remove the plugI told them it was an *** heating system and they should have had the appropriate tools to remove the plug or should have gotten what they needed. When I took it back to the supplier, he noted that they had used an inappropriate tool and that he hoped he could get it out. He sent one of his employees to the hardware store for a tool to remove it (it is not their job to do that, but he was very accommodating). So this was not a specialty tool that was needed. I would expect a plumber to be able to work with different types of units and this was a common unit, not a special order.I did not complain about the material that was on my wall and floor, because, like I said...I was just glad to have the unit in. I called it welding slag because I don't know what it was. I am not a plumber, so I don't know what they useIt was whatever they use to put the pipes together because it was on the outside of the pipe, the wall and floor. The substance was greenish blackI really don't need them to clean the wall or floor as it would probably cause more damage than good.What I would like is for them to pay for the repair that had to be made due to the installation. I don't think it was fair that my options were to pay an extra $for an appointment today or stay at home all day and night taking water out of the overflow and waiting for it to burst, or turn off the water, have no heat and go somewhere else for the night. I am not a plumber and did not know it was an installation issue. I am also not in a position to pay almost double for a repair. And I definitely did not want to deal with a burst hot water tank (what I feared would happen because I did not know what the problem was).The fitting has not leaked since it was tightened. They are welcome to come and inspect it.Thank you for your time in considering this complaint

The business called the Revdex.com to say that the tech was called for a issue with a toilet. The customer did not have a clean out, which is an access point to run a snakeThis customer did not have a clean out point and so the tech had to move the toiletTheir machines were not able to make
the bend and at that time they followed protocol and contacted the warranty companySince there was no clean out point the claim was not covered under the warrantyThe business then provided a quote to create a clean out point, it was for $The customer did not want to pay that and now wants the $trade call fee returnedThat is not a refundable fee since it is contracted with the warranty company

The business called the Revdex.com to say that the tech was called for a issue with a toilet.  The customer did not have a clean out, which is an access point...

to run a snake. This customer did not have a clean out point and so the tech had to move the toilet. Their machines were not able to make the bend and at that time they followed protocol and contacted the warranty company. Since there was no clean out point the claim was not covered under the warranty. The business then provided a quote to create a clean out point, it was for $625. The customer did not want to pay that and now wants the $75 trade call fee returned. That is not a refundable fee since it is contracted with the warranty company .

Good Afternoon,This email is in response to a complaint filed by Mr. [redacted] (Case [redacted]).  I have spent the past few hours going through email communications and service records in order to uncover any wrong doing on our part with the intent of rectification.  However,...

the circumstances surrounding Mr. [redacted] case are a bit tricky, so I will do my best to provide as much detail as possible in hopes that it leads to a positive resolution. I will start this by saying that we are all human and with humans there will always be an element of error.  I am in charge of 85 plumbers who all do great work.  However, none of them are perfect and all occasionally make mistakes.  When these situations arise, I go out of my way to ensure that problems are rectified, customers are satisfied, and when necessary, appropriate measures/actions are taken to mitigate future issues.  In the case of Mr. [redacted], I completely understand his frustration.  He has had not one, but two issues arise; only one of which we could rectify.We were hired by Mr. [redacted] to replace two hosebibs and to rebuild his Delta tub/shower valve.  This work was performed on September 14th 2017.  During the weekend leading up to October 2nd Mr. [redacted] turned on his hosebibs to find one was leaking (per an email received Oct 2nd).  On October 5th 2017 we returned to address this issue.  The leak was on a shark bite fitting installed on September 14th.  The faulty fitting was replaced and tested to ensure no other issues were present.  In regards to this issue, the customer is absolutely correct.  My technician should have tested his work on the day of service.  If he had done so, this would have been rectified eliminating the issue.  This undeniably could have been avoided had my mechanic taken the time to test his work.  Corrective measures were taken, as situations such as these are unacceptable.This leads us to the most recent issue.  I completely understand why when Mr. [redacted] saw the wet spot in his ceiling he immediately expected our re-building of his shower valve to be the cause.  If the valve were to have been the cause, I would have replaced his valve, repaired his sheetrock, and refunded him for the original install; however, this was not the case.  We received notice from Mr. [redacted] on October 13th regarding this matter and my service manager, John D[redacted] was onsite by 11:00am.  The service technicians arrived at noon.  They cut out the wet section of sheetrock and tested everything.  The valve was not leaking, nor was anything corresponding with the shower (drain, shower head, tub spout, diverter, ex).  The tile in the bathroom was not secured and grout was missing.  They could see from the open ceiling below that the sub-floor was also wet.  We explained that the shower valve was not leaking and that water (from exiting the tub/shower) was soaking through the missing grout.  This has soaked through the sub-floor and over time to the ceiling below.  With the homeowner watching, John poured water on the floor where it meets the tub and it came down to the hole in the ceiling, showing that this is absolutely where the water is coming from.My [redacted] explained that he was getting the tile re-grouted and John advised that this is not the best course of action.  He explained that the tile needs to be removed and the subfloor needs to be dried and treated before grouting, as serious mold issues could arise down the road.  Further email correspondence followed on Friday afternoon (October 13th), all of which I will include; however, this is where the impasse occurs.  Mr. [redacted] is certain that the issue is related to the plumbing valve and we are certain the valve is not leaking.  John advised Mr. [redacted] to get a second opinion and Mr. [redacted] followed with word that he has reached out to three different companies for that reason.  We have not received any correspondence from Mr. [redacted] to date but hope that he has received a second opinion from another licensed contractor. I understand why he would think that our assessment is somehow bias but feel confident that an independent professional would come to the exact same conclusion.  For the record, this practice is common among service companies.  It is the exact opposite of how we operate.  We are a plumbing contractor with a service division that operates exactly as our construction side.  Meaning, we answer to our builders and homeowners, we stand by our work, and we NEVER fix something that is not broken.  Our employees are not paid commission as other service companies.  Our employees are paid good hourly rates which eliminates the possibility of one “inventing” issues that do not exist to get a larger paycheck.  Everything we are accused of in email correspondence is exactly what we strive to never be.  I understand that situations like this become much harder for a homeowner to swallow.  It would almost have been better if we were able to locate a leak.Regarding Mr. [redacted] mention of missed appointments, incorrect days, and missed time from work; I understand he is angry and feels duped but after reviewing the email correspondence and service tickets I do not see anything that correlates any of the above mentioned.  I do see that Mr. [redacted] rescheduled an appointment on July 31st.  Maybe our mechanic was running behind and this is why he called to reschedule?  This is possible as notes to the contrary would not have been included.  However, every other appointment day and time correlates exactly with email communications.  I have provided a timeline and copies of the service tickets as well.In closing, I hope Mr. [redacted] gets a second opinion, learns that we were telling the truth and understands that we did everything possible to rectify any possible issues on our part.  If, for any reason, a licensed plumber determines our work as the cause, we will be happy to pay for water/mold mitigation and drywall repair.  I have attached a timeline, corresponding emails, and service tickets relating to this matter.Please let me know if there is anything further I can do.Kind Regards,KatieKatherine "Katie" L[redacted]Plumbright Plumbing Inc.[redacted] East [redacted] Blvd[redacted], VA [redacted]) [redacted] Office([redacted]) [redacted] Fax“Failure is only postponed success as long as courage coaches ambition. The habit of persistence is the habit of victory”.    — Herbert Kaufman

Friendly family business....Have used them several times for a stool, chair and couch. The couch was over 40 years old and needed new cushions, spring tightening etc. They did a superb job! No complaints. Price was a fair price.

Revdex.com:
I have reviewed the offer 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
We know the $75 fee is a trade call fee contracted with the home warranty company and the business. We called in the problem and DID so correctly by telling the them our commode, tub, kitchen sink is stopped up. The Insurance company told us Plumright will be here Monday. Plumright never showed Monday so we called them Monday evening and they told us they will be here first thing Tuesday morning. We called them Tuesday morning.  We do not use well water. If the plumber thought we had a well then why did he try to fix it and still charge me the $75.00 fee. Our commode wouldn't flush, our tub wouldn't drain and our kitchen sink wouldn't drain. The plumber didn't look at the kitchen sink or the tub he only messed with the commode and he said he could not fix the issue.  We want our $75.00 back because he couldn't fix our problem.

I delivered my Martha Washington chair to AAA Upholstery after scheduling a drop-off date. It was estimated that it would be a week before the chair might be ready. Consider my surprise when I received a call 2 days later that the chair was ready. It looks marvelous, the workmanship is very professional, the price reasonable, and my extra fabric was returned on the bolt. Service was excellent and courteous; I would strongly recommend.

[redacted]
The customers proposed solution when making her complaint was a refund of $75.00.
I complied with her original request and sent her a check for $75.00.
It was check# [redacted] for reference purposes; however, the refund no longer resolves her complaint.
This would be because her complaint is not with my company. It is with her warranty company as even her lawyer pointed out and I quote from her reply
  "The $75.00 went to you and we talked to our lawyer and was told by him, totake the warranty company to small claims court, not only to get our $75.00 back, but to get all of  our money back where [redacted] Plumbing fixed our problem".
Her anger and defamation are aimed at the wrong company and enough is enough. She was not our customer; the warranty company was.  This entire complaint is based on the fact that they denied the repair and because of this we were unable to fix her problem.
Kind Regards,
[redacted]
Plumbright Plumbing Inc.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Thank you
[redacted]

Revdex.com:
I have reviewed the offer 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
First of all my name is [redacted]. 
Second, you stated, "our mechanic tried accessing the main line from numerous locations", your mechanic only tired accessing the main line from one location, our toilet. Third, you stated "our home was built before cleanouts were installed." I'm sure you know in the late 1970's, most recognized plumbing codes mandated that all sanitary sewer systems be installed with two directional clean outs. We have two cleanouts under our home, easy to get to. Fourth, you stated,  "our mechanic explained the different options to the customer." Your mechanic didn't explain anything to me, his words were "I can't fix it, that will be $75.00". I asked, "You can't fix it?" He said "No you need to call another plumber." Sounds to me like you need to train your mechanics and buy jetters and small specialty blow-up balls to be a real plumbing company that customers can call. I'm sure you heard the saying, you need to spend money to make money. Fifth, you stated, "we explained to the customer that she did not have to pay the $75.00 but that she would receive a bill from her warranty company for the $75.00 and would be responsible for it regardless." What your mechanic really said  "I don't have any receipts, I can email you one."  I told him "my husband said I have to get a receipt when I pay you." Your mechanic said, "Plumbright will send you a bill for the $75.00." I said "Okay." Your mechanic went out to his van talking on the phone, few minutes later he came knocking on our door and said "Here's your receipt." WOW all of a sudden he had receipts. That's when I paid the $75.00. Sixth, you stated "It was our service manager who recommended [redacted] Plumbing" That is not true, you are lying again and you know you are lying. Seventh, you stated, "The $75.00 is their stipulation, not ours and I hope that she extends her frustrations to them directly as they would be the ones who would have to make an exception to their rules." The $75.00 went to you and we talked to our lawyer and was told by him, to take the warranty company to small claims court, not only to get our $75.00 back, but to get all of our money back where [redacted] Plumbing fixed our problem.  Last but not least, you stated "If [redacted] has any further questions or would like to talk personally about this situation, please let her know she can feel free to call or email." It saddens me you don't know the name of your customer that has filed a complaint against your company. Let me tell you again, my name is [redacted] and I [redacted] was informed by my lawyer that I [redacted] have nothing more to say to you.
 
[redacted]