Anacapa Plumbing, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10268322, and find that this resolution is satisfactory to me. 
 
To Anacapa - Sorry I was not able to return your call on Thursday or Friday. Our sewer line ran a completely different direction than Jeremiah had thought - it was not under the driveway - our problem spot was on the other side of the house, in my front yard under the grass. Thank you for the refund.
Regards,
[redacted]

Dear Customer,
My office informed me of your call the end of day, on Friday 10/10. I was told that she informed you I was very busy, but would return your call ASAP the following week (this week). As I have had some major...

deadlines to adhere to, I did called you back as soon as I had time (on the morning of 10/16), you called me back at 1:30 that afternoon, at which time we spoke at length. I heard your concerns over the matter and I stated that my "uttermost" concern was seeking a fair resolve as "Customer satisfaction" is our top priority.  My understanding of the conversation was that you requested a refund, but also that you had another blockage in the same line (that day on 10/16) and were awaiting a "no show" from another plumber. I offered to come out within 20 minutes (at no charge) to clear the line and further resolve any of your concerns in person. You stated that you needed to talk to your husband first and would call me right back. I Never heard back from you. That was yesterday.
While I am not elated to hear your complaint, I do thank you for your honest feed back, we always search for ways to improve our customer service. Per your request, and since I have not heard back from you in person, I have issued a refund check for $150. I sincerely apologize for any inconvenience or misunderstandings on the behalf of all of our staff and wish you the best of luck in the resolve of your plumbing issues.
 
Respectfully,
[redacted]- President

Review: 9/26- Sewer line backs up for the third time in 7 weeks. We call Anacapa Plumbing since we suspect previous company was not doing a thorough job. [redacted] was prompt and charged less than previous company. I wanted a quote to replace the clay pipe. He recommends sending a camera down the line and talks about the importance of seeing where the roots are and going all the way to the street to see if there are other sewer connections. We schedule the camera. He tells me camera inspections are free with the work. We paid for the snake service.9/29- [redacted] runs the camera, puts it away, and tells me that we have roots in one area that have been cleared with the snake. He admits that the locator battery is low, so the measurements may not be accurate, but he claims that doesnt matter. He did not go to the main line, but tells me that doesnt matter. He is confident that this one spot is our problem. He recommends we snake every 4-6 months and asks for $150. His suggestion of snaking every 4-6 months is ridiculous since weve needed it done three times in 7 weeks. I asked for a quote to replace the clay pipe. He says he cant give me a quote on the spot and gets my email address. I ask about the camera being free with the work and he says that I need to pay now and then the amount will be deducted from the work later. I pay him, but he knows I am concerned about the low battery and concerned that he didnt camera all the way. Later that day, I call the office to express my concerns. They have [redacted] call me, and he again assures me he can give me an accurate quote despite the low battery and not running the camera all the way. 10/2- No quote received. I call Anacapa Plumbings office. The office woman saw the missed call and called me back while I was leaving my message, but did not call back after listening to my message.10/10- Still no quote. Called the office again. Defensive office staff. I was told I'd have a call back on 10/13. No call received.10/15- My sewer line backs up again.Desired Settlement: I would like a $150 refund for the camera work done on 9/29/2014.

Business

Response:

Dear Customer,

My office informed me of your call the end of day, on Friday 10/10. I was told that she informed you I was very busy, but would return your call ASAP the following week (this week). As I have had some major deadlines to adhere to, I did called you back as soon as I had time (on the morning of 10/16), you called me back at 1:30 that afternoon, at which time we spoke at length. I heard your concerns over the matter and I stated that my "uttermost" concern was seeking a fair resolve as "Customer satisfaction" is our top priority. My understanding of the conversation was that you requested a refund, but also that you had another blockage in the same line (that day on 10/16) and were awaiting a "no show" from another plumber. I offered to come out within 20 minutes (at no charge) to clear the line and further resolve any of your concerns in person. You stated that you needed to talk to your husband first and would call me right back. I Never heard back from you. That was yesterday.