Allens Plumbing, Inc.

It is unfortunate that this complaint is being made by a third party not our customer who we were working for at the time, *** ***.Our standard operating procedure is to attain a written or verbal approval from our customer before any work has been startedWe do this so that the customer knows
what the recommendations and options are to complete a repair and the costs associated with the recommended scope of work In this case our customer was not the person issuing this complaint. The responsible agent of *** *** had made a call to us in need of services on a SaturdayDue to the date and time that the call came in we could schedule an investigation as a second call on Saturday as our existing schedule was fullSince *** *** is an important client to us, we did everything possible to attend to the situationWe were hired to investigate a leak that was occurring from an upstairs unit into a lower unitAfter evaluating the severity of the situation and our customers need to expedite the repairs, our technician had our office make other arrangements for the other calls that he was scheduled for that day.Our technician discussed the scope of work and price with the responsible billing party, *** ***, and received authorization to proceed with the repairs as it affected the unit belowOur technician had access points: 1) in the unit above and 2) the unit belowIt appears that the person issuing this complaint did not fully understand the scope of the work or the total time required as the stated times are incorrectThe stated times in the complaint only address the time our technician was in their unit and thus their perception of the fictional hourly rate is absurd.We believe this complaint is displaced to the wrong partyOur mission is to solve our customers problems in the most professional manner possibleOur customer who hired us and paid us was very happy with our level of service, our technicians ability, and timeliness to solve a plumbing problem