Initial Business Response /* (1000, 8, 2014/11/05) */
*** called on 10/20/regarding a possible leaky drain under master bath sink under double wide mobile homeShe was quoted $for up to 1/hour of trouble shooting job timeOnce on the job the plumber would give her a price to make
the repair which would include the $service callIf she refused to have the work done at the time, then she would be responsible for paying the $troubleshooting service call*** said she understood and asked for an appointment
***, a licensed plumber, came out to the job on 10/20/Under the mobile home where the leak was, he found some couplings and piping in disrepairIn order to make a quality repair that would last for many years, he felt it would be best to pull the toilet and replace the flange and drain piping from the toilet down to the sewer lineThe price he gave was to get the repair done in a quality manner that would last for a long timeKeep in mind, this job repair required the plumber to crawl under a mobile home (difficult access) in the presence of sewage and fecal matter, a very difficult and unpleasant job situation
We received notification of the Revdex.com complaint on 10/23/*** contacted *** to let her know we were aware of the complaint and were looking into the matterOn 10/24/*** asked *** for a copy of the invoice from the other company that she hired to make the repair*** said she wasn't sure the company left her an invoice*** called again on 10/27/and 10/28/and left messages for *** to call usAs of 11/5/*** still hasn't returned our calls
Initial Consumer Rebuttal /* (3000, 10, 2014/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Two other plumbers found that the work *** claimed needed to be done, in fact, did not need to be doneWe challenge *** to prove differentThe plumber that made the repair did not leave an invoice or receipt but has been asked to send one to us because of ***'s request to see oneWe have not received it from that plumber as of yet but can make it available when we get it or they can call the plumber directly to ask any questionsWe WERE satisfied when we received a refund and willing to use their service in the future BUT after seeing the companies response, we are not satisfiedThey just don't get it - it was a WRONG diagnosis or they were trying to scam PERIOD!
Initial Business Response /* (1000, 5, 2015/05/18) */
Hi ***,
My apologies your sink clogged so soon after your remodel!
1) As we discussed on Sunday when you called again (we are closed weekends although I answer when I can), we would have no way to know your drain was about to clogWhen
we installed your sink, put things back together for you and checked for leaks on Thursday, everything was working fine as you witnessedWe even filled the sink, and it went down wellIf only water goes down a drain, it takes many years to build up enough scale to clog a drainWhen you have a disposal, as you do, it is relatively easy to clog it if you put the wrong things down or don't use enough waterIt seems everyone loves disposals, but there is a down sideSo somehow a little too much must have gotten down the disposalAgain, this has nothing to do with our reinstalling your fixtures and appliances that you had removed for the remodeling
Let's move on to our websiteIf you look closely, it does not say hour service or hour emergency service or weekend service or holiday service as many other sites doIt says "call hours"I used that wording because I don't want people to feel uncomfortable about calling late or in the middle of the night or on a weekend because I answer when I canIf I am not available, there is voicemail; and we will get back to people the next business dayWe have a lot of customers leave us voicemail messages, and we don't mind if they call anytime hours a day
I rearranged the schedule to get a drain cleaner out 1st thing Monday morning and gave a 10% discount to try to be accommodatingI appreciate when *** called back today to do our "Happy Check" your husband said "fantastic service"That means a lot to
us!
My apologies for the misunderstanding
Sincerely,
*** Owner ***
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.
Hi Revdex.com and Ron, We messed up on this and will give the requested refund of 90$ and as an apology give future credit for the 69$. Thanks for bringing this to light. Sincerely, Tim [redacted]
To Revdex.com We were asked by [redacted] to look at a Powervent water heater. Mark our service tech (a Master Plumber for many years) responded to the call. He Quoted [redacted] 171.00 for a service call and to diagnose the heater. He found water and rust inside...
the burner assembly on the heater and gas would not pass through. After cleaning out a bunch of water, rust & crud. he replaced the burner assembly. When he tried to restart the heater the gas came on but it did not light right away. This is an 11plus year old heater. Mark felt it was risky to put back in service. Mark offered to replace the heater and dropped the price to a bare service call of 106.00 even though he had spent considerable time on it. He informed [redacted] that he felt this heater should really be replaced. He told him he felt it was risky to use this heater considering the age and condition it was in. Being his house was in foreclosure proceedings he asked for a scratch & dent water heater. Mark was able to find one and discount a new heater a $100.00. He called back a month or so later and again spoke with Mark and Mark said he felt it was not safe to run! To set the record straight we do not have a 32 point diagnostic service for Water Heaters. So we don't know what he is talking about. If he wants to run the heater that is fine but at his own risk, we don't want to be responsible for anything that happens. We feel he got an exceptional value for service rendered.
I am rejecting this response because: This is not a professional or thorough explanation of what is wrong with the Gas Water Heater. Obviously the unit is not working properly, but it is still functioning.The work that Mark did on the unit was less than 5 minutes & then came the sales pitch to buy a new unit.Mark stated he was performing a 32 point diagnostic test on the unit. How many things should be reviewed? What exactly is wrong with the unit?It is clear to me they don't want to look at it again, so I will have someone else look at it.When I have the facts on what is wrong with it, I can provide more detail. The details that they are unwilling to provide. There hasn't been a leak since he left 2 months ago. The cleaning was not thorough or complete. If the unit needs a tune up or cleaning that should be specified.Quite frankly they don't know what is wrong with the unit, but I still have hot water. Why is it unsafe? What are the risks? Give me the facts or give me my money back!
Initial Business Response /* (1000, 8, 2014/11/05) */
*** called on 10/20/regarding a possible leaky drain under master bath sink under double wide mobile homeShe was quoted $for up to 1/hour of trouble shooting job timeOnce on the job the plumber would give her a price to make
the repair which would include the $service callIf she refused to have the work done at the time, then she would be responsible for paying the $troubleshooting service call*** said she understood and asked for an appointment
***, a licensed plumber, came out to the job on 10/20/Under the mobile home where the leak was, he found some couplings and piping in disrepairIn order to make a quality repair that would last for many years, he felt it would be best to pull the toilet and replace the flange and drain piping from the toilet down to the sewer lineThe price he gave was to get the repair done in a quality manner that would last for a long timeKeep in mind, this job repair required the plumber to crawl under a mobile home (difficult access) in the presence of sewage and fecal matter, a very difficult and unpleasant job situation
We received notification of the Revdex.com complaint on 10/23/*** contacted *** to let her know we were aware of the complaint and were looking into the matterOn 10/24/*** asked *** for a copy of the invoice from the other company that she hired to make the repair*** said she wasn't sure the company left her an invoice*** called again on 10/27/and 10/28/and left messages for *** to call usAs of 11/5/*** still hasn't returned our calls
Initial Consumer Rebuttal /* (3000, 10, 2014/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Two other plumbers found that the work *** claimed needed to be done, in fact, did not need to be doneWe challenge *** to prove differentThe plumber that made the repair did not leave an invoice or receipt but has been asked to send one to us because of ***'s request to see oneWe have not received it from that plumber as of yet but can make it available when we get it or they can call the plumber directly to ask any questionsWe WERE satisfied when we received a refund and willing to use their service in the future BUT after seeing the companies response, we are not satisfiedThey just don't get it - it was a WRONG diagnosis or they were trying to scam PERIOD!
Initial Business Response /* (1000, 5, 2015/05/18) */
Hi ***,
My apologies your sink clogged so soon after your remodel!
1) As we discussed on Sunday when you called again (we are closed weekends although I answer when I can), we would have no way to know your drain was about to clogWhen
we installed your sink, put things back together for you and checked for leaks on Thursday, everything was working fine as you witnessedWe even filled the sink, and it went down wellIf only water goes down a drain, it takes many years to build up enough scale to clog a drainWhen you have a disposal, as you do, it is relatively easy to clog it if you put the wrong things down or don't use enough waterIt seems everyone loves disposals, but there is a down sideSo somehow a little too much must have gotten down the disposalAgain, this has nothing to do with our reinstalling your fixtures and appliances that you had removed for the remodeling
Let's move on to our websiteIf you look closely, it does not say hour service or hour emergency service or weekend service or holiday service as many other sites doIt says "call hours"I used that wording because I don't want people to feel uncomfortable about calling late or in the middle of the night or on a weekend because I answer when I canIf I am not available, there is voicemail; and we will get back to people the next business dayWe have a lot of customers leave us voicemail messages, and we don't mind if they call anytime hours a day
I rearranged the schedule to get a drain cleaner out 1st thing Monday morning and gave a 10% discount to try to be accommodatingI appreciate when *** called back today to do our "Happy Check" your husband said "fantastic service"That means a lot to
us!
My apologies for the misunderstanding
Sincerely,
*** Owner ***
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.
Hi Revdex.com and Ron, We messed up on this and will give the requested refund of 90$ and as an apology give future credit for the 69$. Thanks for bringing this to light. Sincerely, Tim [redacted]
To Revdex.com We were asked by [redacted] to look at a Powervent water heater. Mark our service tech (a Master Plumber for many years) responded to the call. He Quoted [redacted] 171.00 for a service call and to diagnose the heater. He found water and rust inside...
the burner assembly on the heater and gas would not pass through. After cleaning out a bunch of water, rust & crud. he replaced the burner assembly. When he tried to restart the heater the gas came on but it did not light right away. This is an 11plus year old heater. Mark felt it was risky to put back in service. Mark offered to replace the heater and dropped the price to a bare service call of 106.00 even though he had spent considerable time on it. He informed [redacted] that he felt this heater should really be replaced. He told him he felt it was risky to use this heater considering the age and condition it was in. Being his house was in foreclosure proceedings he asked for a scratch & dent water heater. Mark was able to find one and discount a new heater a $100.00. He called back a month or so later and again spoke with Mark and Mark said he felt it was not safe to run! To set the record straight we do not have a 32 point diagnostic service for Water Heaters. So we don't know what he is talking about. If he wants to run the heater that is fine but at his own risk, we don't want to be responsible for anything that happens. We feel he got an exceptional value for service rendered.
I am rejecting this response because: This is not a professional or thorough explanation of what is wrong with the Gas Water Heater. Obviously the unit is not working properly, but it is still functioning.The work that Mark did on the unit was less than 5 minutes & then came the sales pitch to buy a new unit.Mark stated he was performing a 32 point diagnostic test on the unit. How many things should be reviewed? What exactly is wrong with the unit?It is clear to me they don't want to look at it again, so I will have someone else look at it.When I have the facts on what is wrong with it, I can provide more detail. The details that they are unwilling to provide. There hasn't been a leak since he left 2 months ago. The cleaning was not thorough or complete. If the unit needs a tune up or cleaning that should be specified.Quite frankly they don't know what is wrong with the unit, but I still have hot water. Why is it unsafe? What are the risks? Give me the facts or give me my money back!
Checking into complaint. Thanks Tim