Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Tell us why here...I was first notified by the Revdex.com of this complaint on August 1, – almost two months since our last visit I am saddened that one of our long-time customers (since 2004!!!) has been made to feel as expressed in their complaint I am disappointed that our staff “dropped the ball” and we are using this situation as a learning opportunity to improve To address the specific issue of the charges, it is customary and expected for our technicians to diagnose the problem then present the homeowner with the charges to perform the repairs The charges are in a flat rate book and are based on the average price of the same repairs across the country for our trades Once the homeowner has been informed they can decide if we are to proceed with the repair or not We regularly review the charges in house based on current parts and materials costs as well as labor We work very hard to make sure our service vehicles are stocked with the right tools and parts so as to reduce return trips – however sometimes tools can malfunction or break, parts can be faulty – things we cannot forsee Unfortunately some materials and part costs have skyrocketed over the last 20+ years For example a drum of refrigerant (R-22) has gone from $a drum to over $600!!!It is unacceptable that we did not get back to the [redacted] with an estimate for replacement and we have discussed it in detail with the technician as well as the personnel that answer the phone Our deepest apologies for any inconvenience to them but more importantly for the bad taste we seem to have left with them They have been customers for a long time and we have appreciated the referrals In conclusion I will gladly refund the $and thank them for their years of patronage I will mail the check out today
Please note that the date of service was 3/24/and the complaint date was 5/21/15. We were very surprised to get *** ***'s complaint so late as we call our customers within days to make sure they are satisfied. We did leave a message for *** *** that was never returned.
First issue: the accusation that our plumber, *** *** would "take advantage" of the customer because she is a woman is false. *** *** respects and appreciates women, he has two female dispatchers in the office every day telling him where he's going all the time, and a female boss that signs his paycheck as well as being happily married for decades. I am a female that owns and operates this company that has been in Blanco for nearly years, I can assure you that I would never tolerate any one of my team members treating anyone with disrespect in any way. Most of my guys are long-timers that live in this small community and raise their children here. We take care of and are active in our community, we take pride in our work and our company. Second issue: We generally give our customers a good, better, best solution to most issues we are called on to diagnose or repair. In this particular case *** *** was most assuredly giving the Arnolds the best solution. The big beautiful, mature oak tress' roots generally get to and through the older deteriorating pipes, this breaks and clogs the lines and they eventually have to be replaced. Poly pipes that were put in the ground years ago eventually break apart and are penetrated by tree roots. The temporary "fix" of pouring acid down the drains will indeed kill the roots and hopefully not the tree(s). If the tree survives the roots will continue to grow without regard to old pipes. The only long-term solution is to replace the old pipes with new ones made of better, longer lasting material. *** *** clearly misunderstood the pricing quoted to replace her damaged pipes. We charge $110/hour for a lead plumber and helper plus the trencher machine rental of $not $150/hour for the machine plus $110/hour. Third issue: *** ***'s 61+ year old toilets that were "slow flushing"........eventually toilets have to be replaced. They either get clogged from mineral deposits, have cracks or require parts and pieces that are no longer manufactured. Replacement was merely a suggestion, it will eventually be a requirement for both toilets. As she stated, they replaced one as *** *** suggested. Fourth issue: The clogged grey water pipe from the washing machine was backing up. *** *** dug it up and showed them it was because it had been spliced backwards against the flow. The correct repair was to replace the spliced section and eventually all those deteriorating pipes as well. I stand by *** ***'s invoice for his expertise on diagnosing the problems and offering solutions. His GPS records indicate he spent nearly three hours on the Arnold's house call. He inspected the lines and discussed solutions at length with the customers' best long-term solution in mind. The invoice should have been $for three hours plus the $for the camera / rooter machine rental for a total of $instead of the $she was charged.I regret that *** *** feels like we gave her "fraudulent advice" but I offer that if we had done the very temporary fix of poisoning her tree roots and billing her for it, she would in fact want a refund for that when the roots grow back and the same problem returns. The pipes will have to be dug up and replaced. I also offer up that we have thousands of very satisfied customers, we service a seventy-five mile radius of Blanco and we have an outstanding record with the Revdex.com and all state agencies. We are happy to provide names and telephone numbers to anyone wanting "check us out". Thank you for your consideration and time spent reading through this "complaint".?
Good heavens, I never said *** had been with us for 20+ years, I said we have, this business, run by the same people that do live here. There will always be the rare customer that you can never satisfy - this would be our second in years. I therefore invite *** *** to come by and get her refund check from the office, I'd love to meet her in person. As for anyone else reading this complaint, I would invite you to request references on our behalf to attest to our performance
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,
*** ***
Tell us why here...I was first notified by the Revdex.com of this complaint on August 1, 2016 – almost two months since our last visit. I am saddened that one of our long-time customers (since 2004!!!) has been made to feel as expressed in their complaint. I am disappointed that our staff...
“dropped the ball” and we are using this situation as a learning opportunity to improve. To address the specific issue of the charges, it is customary and expected for our technicians to diagnose the problem then present the homeowner with the charges to perform the repairs. The charges are in a flat rate book and are based on the average price of the same repairs across the country for our trades. Once the homeowner has been informed they can decide if we are to proceed with the repair or not. We regularly review the charges in house based on current parts and materials costs as well as labor. We work very hard to make sure our service vehicles are stocked with the right tools and parts so as to reduce return trips – however sometimes tools can malfunction or break, parts can be faulty – things we cannot forsee. Unfortunately some materials and part costs have skyrocketed over the last 20+ years. For example a drum of refrigerant (R-22) has gone from $60 a drum to over $600!!!. It is unacceptable that we did not get back to the [redacted] with an estimate for replacement and we have discussed it in detail with the technician as well as the personnel that answer the phone. Our deepest apologies for any inconvenience to them but more importantly for the bad taste we seem to have left with them. They have been customers for a long time and we have appreciated the referrals. In conclusion I will gladly refund the $502.00 and thank them for their years of patronage. I will mail the check out today.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Tell us why here...I was first notified by the Revdex.com of this complaint on August 1, – almost two months since our last visit I am saddened that one of our long-time customers (since 2004!!!) has been made to feel as expressed in their complaint I am disappointed that our staff “dropped the ball” and we are using this situation as a learning opportunity to improve To address the specific issue of the charges, it is customary and expected for our technicians to diagnose the problem then present the homeowner with the charges to perform the repairs The charges are in a flat rate book and are based on the average price of the same repairs across the country for our trades Once the homeowner has been informed they can decide if we are to proceed with the repair or not We regularly review the charges in house based on current parts and materials costs as well as labor We work very hard to make sure our service vehicles are stocked with the right tools and parts so as to reduce return trips – however sometimes tools can malfunction or break, parts can be faulty – things we cannot forsee Unfortunately some materials and part costs have skyrocketed over the last 20+ years For example a drum of refrigerant (R-22) has gone from $a drum to over $600!!!It is unacceptable that we did not get back to the [redacted] with an estimate for replacement and we have discussed it in detail with the technician as well as the personnel that answer the phone Our deepest apologies for any inconvenience to them but more importantly for the bad taste we seem to have left with them They have been customers for a long time and we have appreciated the referrals In conclusion I will gladly refund the $and thank them for their years of patronage I will mail the check out today
Please note that the date of service was 3/24/and the complaint date was 5/21/15. We were very surprised to get *** ***'s complaint so late as we call our customers within days to make sure they are satisfied. We did leave a message for *** *** that was never returned.
First issue: the accusation that our plumber, *** *** would "take advantage" of the customer because she is a woman is false. *** *** respects and appreciates women, he has two female dispatchers in the office every day telling him where he's going all the time, and a female boss that signs his paycheck as well as being happily married for decades. I am a female that owns and operates this company that has been in Blanco for nearly years, I can assure you that I would never tolerate any one of my team members treating anyone with disrespect in any way. Most of my guys are long-timers that live in this small community and raise their children here. We take care of and are active in our community, we take pride in our work and our company. Second issue: We generally give our customers a good, better, best solution to most issues we are called on to diagnose or repair. In this particular case *** *** was most assuredly giving the Arnolds the best solution. The big beautiful, mature oak tress' roots generally get to and through the older deteriorating pipes, this breaks and clogs the lines and they eventually have to be replaced. Poly pipes that were put in the ground years ago eventually break apart and are penetrated by tree roots. The temporary "fix" of pouring acid down the drains will indeed kill the roots and hopefully not the tree(s). If the tree survives the roots will continue to grow without regard to old pipes. The only long-term solution is to replace the old pipes with new ones made of better, longer lasting material. *** *** clearly misunderstood the pricing quoted to replace her damaged pipes. We charge $110/hour for a lead plumber and helper plus the trencher machine rental of $not $150/hour for the machine plus $110/hour. Third issue: *** ***'s 61+ year old toilets that were "slow flushing"........eventually toilets have to be replaced. They either get clogged from mineral deposits, have cracks or require parts and pieces that are no longer manufactured. Replacement was merely a suggestion, it will eventually be a requirement for both toilets. As she stated, they replaced one as *** *** suggested. Fourth issue: The clogged grey water pipe from the washing machine was backing up. *** *** dug it up and showed them it was because it had been spliced backwards against the flow. The correct repair was to replace the spliced section and eventually all those deteriorating pipes as well. I stand by *** ***'s invoice for his expertise on diagnosing the problems and offering solutions. His GPS records indicate he spent nearly three hours on the Arnold's house call. He inspected the lines and discussed solutions at length with the customers' best long-term solution in mind. The invoice should have been $for three hours plus the $for the camera / rooter machine rental for a total of $instead of the $she was charged.I regret that *** *** feels like we gave her "fraudulent advice" but I offer that if we had done the very temporary fix of poisoning her tree roots and billing her for it, she would in fact want a refund for that when the roots grow back and the same problem returns. The pipes will have to be dug up and replaced. I also offer up that we have thousands of very satisfied customers, we service a seventy-five mile radius of Blanco and we have an outstanding record with the Revdex.com and all state agencies. We are happy to provide names and telephone numbers to anyone wanting "check us out". Thank you for your consideration and time spent reading through this "complaint".?
Good heavens, I never said *** had been with us for 20+ years, I said we have, this business, run by the same people that do live here. There will always be the rare customer that you can never satisfy - this would be our second in years. I therefore invite *** *** to come by and get her refund check from the office, I'd love to meet her in person. As for anyone else reading this complaint, I would invite you to request references on our behalf to attest to our performance
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,
*** ***
Tell us why here...I was first notified by the Revdex.com of this complaint on August 1, 2016 – almost two months since our last visit. I am saddened that one of our long-time customers (since 2004!!!) has been made to feel as expressed in their complaint. I am disappointed that our staff...
“dropped the ball” and we are using this situation as a learning opportunity to improve. To address the specific issue of the charges, it is customary and expected for our technicians to diagnose the problem then present the homeowner with the charges to perform the repairs. The charges are in a flat rate book and are based on the average price of the same repairs across the country for our trades. Once the homeowner has been informed they can decide if we are to proceed with the repair or not. We regularly review the charges in house based on current parts and materials costs as well as labor. We work very hard to make sure our service vehicles are stocked with the right tools and parts so as to reduce return trips – however sometimes tools can malfunction or break, parts can be faulty – things we cannot forsee. Unfortunately some materials and part costs have skyrocketed over the last 20+ years. For example a drum of refrigerant (R-22) has gone from $60 a drum to over $600!!!. It is unacceptable that we did not get back to the [redacted] with an estimate for replacement and we have discussed it in detail with the technician as well as the personnel that answer the phone. Our deepest apologies for any inconvenience to them but more importantly for the bad taste we seem to have left with them. They have been customers for a long time and we have appreciated the referrals. In conclusion I will gladly refund the $502.00 and thank them for their years of patronage. I will mail the check out today.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]