ACE PLUMBING

Response:The customer is due a refundHe is correct in that it was not done in a timely fashion, we are sorry that it was not done previously as promisedHe has been contacted to process the returnWe do not have a "no refund policy" as it was stated in his complaint

Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ Contact Name and Title: [redacted] ***/Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @hotmai.com I was given a work order through Fidelity National Home Warranty Company on 11/20/and called Miss [redacted] to set appointmentOn 11-24-I made repairs to Master bath toilet, installed Ball ***, Flapper and water supply line to toiletI also repaired lab sink faucet by replacing Moen CartridgeIn the Hall Bathroom I replaced Flapper on toilet and replaced Moen Cartridge on lab sink faucetAccording to Miss [redacted] 's contract with Fidelity National Home Warranty Company any recalls or work order claims has to go through FNHW CompanyI did receive one recall from FNHW and went back out to Miss [redacted] 's home and made adjustment to water flow to Master Bath toiletThe Faucets and Ball [redacted] had sand in water lines and will be a on going problemMy Business phone number has been active and the same number for over yearsI would be happy to go back out to Miss [redacted] 's house but need a work order from FNHW first, She can call them anytime to make a new claim, That's how it worksHer contract is with FNHW, FNHW contracted meAll this work done and was quite a bit of work and material was at a cost of $I can go back out to Miss [redacted] 's house to make repairs but I need a new order number, She can also ask for a different Contractor to go out and make new repairsSincerely, [redacted] ***/Owner Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) My name is Mrs [redacted] There were two follvisits for the additional toilet repairs The first one occurred 12-12-but had been scheduled for 12-11- [redacted] mistakenly came the next dayThe second follow up visit occurred as he stated [redacted] did not tell me there was sand in the water lines that would be an ongoing problem ***' response states that I need to contact the warranty company regarding making a new claim for the current repairs, however this is not a new claim but instead a continuance of problems with the original repairsAnd the home warranty coverage has expired which was the case when I called [redacted] in to make the appointment that was then scheduled for March 12, I also told him I wanted another facet repaired and that I would pay for the costs including the service call chargeHe said there would be no charge for the toilet repairsI did not tell him about the warranty expiration and he did not say I had to contact the warranty company to file a new claim for any of these repairs [redacted] neglected to address my previous statements regarding not returning my phone calls, missing the March 12, appointment, and not responding to the message I left 3-14-about this appointment What [redacted] has proposed as a resolution is unacceptable and does not reflect an equitable solution to this problem or fulfill his professional responsibility to me , his customer Final Consumer Response / [redacted] (4200, 11, 2015/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, my name is is preceded by Mrsnot Miss I have contacted the home warranty company, however it was not for the purpose of obtaining a new work orderAs I have already stated, a new work order is not applicable for this problem The following ten phone calls were made to XXX-XXX-XXXX, Clovis, CA, and are documented on my telephone billing statements: 12-12-14, 7:14P, Min, 12-29,14, 11:32A, Min, 1-7-15, 8:32A, Min, 2-5-15, 11:02A, Min, 2-13-15, 12:11P, 3:Min, 3-2-15, 8:53P, Min, 3-09-15, 8,:48A,, Min, 3-12-15: 1:04P, Min, 1:05P, Min, 1:23P, Min,, 1-25P, 3-14-15, 8:10P, Min All of the one minute calls were for messages that were left except when unable to do so for the four calls 3-12-when reaching a message that stated, "Voice mail not set up yet", and the minute message call 3-14-that was left two days after the missed appointment.The three minute calls occurred when [redacted] answered his phoneThe 3-9-15, minute call with [redacted] arranged the March 12, appointmentHe stated then there would be no charge for the toilet repairsHe did not state that a new work order from the home warranty company would be required, Again, with that call, I stated I wanted another facet repaired and I would pay for the facet repair and the service call after which he stated there would be no charge for the toilet repais The documentation proves I made all of these phone calls, left messages except when not possible for the four calls 3-12-15, and talked to ***, three times, with the three minute calls Once again [redacted] has not addressed the facts that have been presented including not coming for the 3-12-appointment Final Business Response / [redacted] (4000, 13, 2015/05/04) */ To Whom it may concern, I have done several thousands service calls/jobs since I became a contractor on 9/11/and have had next to no complaintsI have been a member with the Revdex.com for a few years now and my record speaks for itselfI am sorry Miss [redacted] is unhappy with my services but as I stated before my contract is with Fidelity National Home Warranty, all Miss [redacted] had to do was call FNHW and file a new claim and they would have sent me or another contractor a new work order to go out on the service callI have already stated the amount of work I did @ a very low cost of $65, everything I worked on was in working order when I left Miss Reindls houseMiss Reindi can contact FNHW and ask for someone to come out, it's that easyMy obligation to this claim is completeSincerely, [redacted] ***/Ace Plumbing

[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 me
Regards,
*** ***

Response:The customer is due a refund. He is correct in that it was not done in a timely fashion, we are sorry that it was not done previously as promised. He has been contacted to process the return. We do not have a "no refund policy" as it was stated in his complaint.

Ace Plumbing was installing a water heater for my neighbor next door. The men were working outside my bathroom window so I asked if someone might take a look at my toilet if they had the time when they were finished. They walked in, told me the removable rubber flapper was warped and not seated properly, went and got a spare flapper from the truck and popped the new one on (no tools needed). I was then told that I owed Ace Plumbing $125.00 for the this 10 minute visit. I understand that there are charges for service calls and I am certainly willing to pay well for services rendered but I also know that any legitimately honest business would have either just told me to get a new flapper and ignored the charges or at least given me some kind of break since they did't have to drive here at all. A replacement flapper costs $12.00 at the hardware. I would definitely not recommend Ace Plumbing to anyone needing plumbing work.

Initial Business Response /* (1000, 5, 2015/04/15) */
Contact Name and Title: [redacted]/Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@hotmai.com
I was given a work order through Fidelity National Home Warranty Company on 11/20/2014 and called Miss [redacted] to set...

appointment. On 11-24-2014 I made repairs to Master bath toilet, installed Ball [redacted], Flapper and water supply line to toilet. I also repaired lab sink faucet by replacing Moen Cartridge. In the Hall Bathroom
I replaced Flapper on toilet and replaced Moen Cartridge on lab sink faucet. According to Miss [redacted]'s contract with Fidelity National Home Warranty Company any recalls or work order claims has to go through FNHW Company. I did receive one recall from FNHW and went back out to Miss [redacted]'s home and made adjustment to water flow to Master Bath toilet. The Faucets and Ball [redacted] had sand in water lines and will be a on going problem. My Business phone number has been active and the same number for over 12 years. I would be happy to go back out to Miss [redacted]'s house but need a work order from FNHW first, She can call them anytime to make a new claim, That's how it works. Her contract is with FNHW, FNHW contracted me. All this work done and was quite a bit of work and material was at a cost of $65. I can go back out to Miss [redacted]'s house to make repairs but I need a new order number, She can also ask for a different Contractor to go out and make new repairs. Sincerely, [redacted]/Owner
Initial Consumer Rebuttal /* (3000, 7, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My name is Mrs. [redacted].
There were two follow-up visits for the additional toilet repairs . The first one occurred 12-12-14 but had been scheduled for 12-11-14. [redacted] mistakenly came the next day. The second follow up visit occurred as he stated.
[redacted] did not tell me there was sand in the water lines that would be an ongoing problem.
[redacted]' response states that I need to contact the warranty company regarding making a new claim for the current repairs, however this is not a new claim but instead a continuance of problems with the original repairs. And the home warranty coverage has expired which was the case when I called [redacted] in 2015 to make the appointment that was then scheduled for March 12, 2015. I also told him I wanted another facet repaired and that I would pay for the costs including the service call charge. He said there would be no charge for the toilet repairs. I did not tell him about the warranty expiration and he did not say I had to contact the warranty company to file a new claim for any of these repairs.
[redacted] neglected to address my previous statements regarding not returning my phone calls, missing the March 12, 2015 appointment, and not responding to the message I left 3-14-15 about this appointment. .
What [redacted] has proposed as a resolution is unacceptable and does not reflect an equitable solution to this problem or fulfill his professional responsibility to me , his customer.
Final Consumer Response /* (4200, 11, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, my name is is preceded by Mrs. not Miss.
I have contacted the home warranty company, however it was not for the purpose of obtaining a new work order. As I have already stated, a new work order is not applicable for this problem.
The following ten phone calls were made to XXX-XXX-XXXX, Clovis, CA, and are documented on my telephone billing statements: 12-12-14, 7:14P, 1 Min, 12-29,14, 11:32A, 1 Min, 1-7-15, 8:32A, 3 Min, 2-5-15, 11:02A, 1 Min, 2-13-15, 12:11P, 3:00 Min, 3-2-15, 8:53P, 1 Min, 3-09-15, 8,:48A,, 3 Min, 3-12-15: 1:04P, 1 Min, 1:05P, 1 Min, 1:23P, 1 Min,, 1-25P, 3-14-15, 8:10P, 2 Min.
All of the one minute calls were for messages that were left except when unable to do so for the four calls 3-12-15 when reaching a message that stated, "Voice mail not set up yet", and the 2 minute message call 3-14-15 that was left two days after the missed appointment.The three minute calls occurred when [redacted] answered his phone. The 3-9-15, 3 minute call with [redacted] arranged the March 12, 2015 appointment. He stated then there would be no charge for the toilet repairs. He did not state that a new work order from the home warranty company would be required, Again, with that call, I stated I wanted another facet repaired and I would pay for the facet repair and the service call after which he stated there would be no charge for the toilet repais.
The documentation proves I made all of these phone calls, left messages except when not possible for the four calls 3-12-15, and talked to [redacted], three times, with the three minute calls.
Once again [redacted] has not addressed the facts that have been presented including not coming for the 3-12-15 appointment.

Final Business Response /* (4000, 13, 2015/05/04) */
To Whom it may concern, I have done several thousands service calls/jobs since I became a contractor on 9/11/2004 and have had next to no complaints. I have been a member with the Revdex.com for a few years now and my record speaks for itself. I am sorry Miss [redacted] is unhappy with my services but as I stated before my contract is with Fidelity National Home Warranty, all Miss [redacted] had to do was call FNHW and file a new claim and they would have sent me or another contractor a new work order to go out on the service call. I have already stated the amount of work I did @ a very low cost of $65, everything I worked on was in working order when I left Miss Reindls house. Miss Reindi can contact FNHW and ask for someone to come out, it's that easy. My obligation to this claim is complete. Sincerely, [redacted]/Ace Plumbing