Aqua Plumbing, Heating, Air Conditioning & Refrigeration, LLC

Please note, as we agree that the service call placed to our office by our client Mrs [redacted] was and I quote "to remove the water pressure reducer in our basement at the request of a sprinkler company so we have adequate pressure to get a sprinkler system installed." If it was also asked of us that they would like to have the water pressure tested at the time of placing their service call, we obviously would have been more than happy to get the pressure gauge necessary to do so, of which our technicians truck was in [redacted] for repairJim, our technician was in our spare service vanOur technician drove over a % hour from [redacted] to [redacted] which charging travel is not unreasonable especially due to tremendous costs of overhead, gas, insurance, the employees' time etcPersonally speaking, when we called for our dishwasher for repair, our cost was $just to come to troubleshoot despite not letting us know of travel and first time charge and an additional charge to come back to install the part!! We clean up after every jobit was their sprinkler company as well as the [redacted] resident that requested their water pressure reducer be removedPeriodNothing was mentioned abut checking the water pressure because if so, once again, we would have gotten the pressure gauge in his other truckThis was not asked of us until he was on the jobsiteWe were requested to remove the water pressure reducer only and this was doneWe thank the [redacted] family allowing jim to use their bucket to retrieve 4" of water into it so the water would not go on their floor Out of courtesy, we waived the $travel timeOur invoice was signed for complete satisfaction and paid by credit card as wellIt was a few days later, as [redacted] wrote; she wanted her old pressure reducer backShe was told that the part was already discardedAlso, we do not sell used partsShe accused us that we were lying that we disposed of the old part, and would sell it to someone elseIt was explained to her, we do not sell or keep used partsI was then accused of being a liar, as she states in her letterAlso, at this time of all her unpleasant accusations, I let her know I was very very late for a doctor's appointment for a serious [redacted] infectionIf you note in her letter, despite all, I offered to buy her a new water pressure reducer, at $plus tax our cost Now, why would I offer her that, if we still had our old one? She did pay for the service call for what was requested, "to remove her water pressure reducer"To be called a liar, and to be accused of taking to be able to sell her old part for $is not appreciated, especially since we enjoy taking care of our customersOnce again, using a spare van at the time, Jim could not have everything on this truckHowever, if they mentioned before we scheduled her job they wanted their water pressure tested, he would have had that pressure gauge with himYet this is a call that no matter how much you explain to them, as written of all the facts in the above, they don't want to hear itThey feel we ripped them off because we discarded their old part Then we were called days later and they wanted the part backHer letter also state calling me a liarThey did not ask us at the time of service requested, that they would want to have their water pressure testedThey only said they wanted the water reducer removedWe did what they askedWe did not charge for travelOnce again, we do not sell used parts, and I do not appreciate being called a liar, and she states that also in her letterIf it were asked of us to check the water pressure before we removed her pressure reducer, then an access could have been installed before the regulatorHowever, we did what was asked of us, to remove itOnce again the call was to remove it and that was doneAlso if she wanted her old part back she could have asked for it then and there, not days laterWe clean up after out workmanshipWe don't sell used partsWe enjoy taking care of our clients and appreciate all calls and referrals for over yearsIf at any time they felt! was rude, then my deepest and most sincere apologiesRespectfully, Gilles & Carole (***) [redacted]

We are very saddened to have read let alone receive a letter from [redacted] of this nature, as he has always called us due to our reliability, honesty and confidence of trust with respect to professional service and workmanship As our technician, [redacted] , has indicated in his response on [redacted] and his no charge of Invoice [redacted] , tightening the nut/pipes the best he could yet, was still leakingYes, there is noise from the wrench trying to tighten the pipe, a far cry from coming over to "bang on pipes" because they are up in between the joist in the wall [redacted] mentions he wanted his pipes tightened, yet, as it was evident after doing so, it was still leaking- [redacted] gave a recommendation and an appointment of cost to fix permanentlynow, we are THIEVES? HE CALLED ME OF HIS COMPLAINT OF WHICH HE FELT I WAS DEFENDING OUR TECHNICIANI LET HIM KNOW, THAT THIS IS NOT A MATTER OF DEFENDING A TECHNICIAN, BUT A MATTER OF DOING A JOB RIGHT, AND DOING A JOB PROFESSIONALLY, THUS, HAVING NO CALL BACKS OR DAMAGE IN ONE'S FUTURE WHEN THAT DIDN'T SEEM TO SATISFY HIM, I ASKED IF WE COULD MEET HIM ON FRIDAY 10/3/AT 4PM AS HIS WORK HOURS THIS WOULD BEST ACCOMMODATE HIM ON 10/3/14, IN THE MIDDLE OF THAT AFTERNOON, I CALLED HIM TO RESCHEDULE DUE TO A NO WATER, WELL PUMP EMERGENCY ISSUE IN [redacted] THAT NEEDED TO BE RESOLVED TO GIVE PEOPLE WATERHE SAID, "FORGET IT" AND HUNG UP I THEN WROTE HIM ON 10/3/14: A LETTER OF APOLOGY A copy of ***'s no charge invoice [redacted] Our cost to replace parts [redacted] was trying to tell him what he needed Also a $gift certificate to take off toward any service calls In all honesty, I don't see how we can be called thieves, and we are very hurt by this accusation We enjoy very much helping people out [redacted] , ever since his employment, 10/3/03, has never ever, had one complaint, neither written or a call to us of such until nowhe has reflected our company with pride, kindness and the most giving, professional gentleman in every way of which many letters of thankfulness received about him, about us, proves itand we thank god for him We are sorry to disappointed with not being able to do a "quick fix", to solve his problem Instead, we would hope he would understand and appreciate our advice and recommendationsWe would always be there for him- RESPECTFULLY, [redacted] - Owner [redacted] - Office Administrator

More thorough response attachedIf the owner is currently stating he will replace the part or reimburse us, I accept that resolutionBut I will not close this case until that is in my hands
Regards,
*** ***

Please note, as we agree that the service call placed to our office by our client Mrs. [redacted] was and I quote "to remove the water pressure reducer in our basement at the request of a sprinkler company so we have adequate pressure to get a sprinkler system installed." If it was also asked of us...

that they would like to have the water pressure tested at the time of placing their service call, we obviously would have been more than happy to get the pressure gauge necessary to do so, of which our technicians truck was in [redacted] for repair. Jim, our technician was in our spare service van. Our technician drove over a % hour from [redacted] to [redacted] which charging travel is not unreasonable especially due to tremendous costs of overhead, gas, insurance, the employees' time etc.... Personally speaking, when we called for our dishwasher for repair, our cost was $137.50 just to come to troubleshoot despite not letting us know of travel and first time charge and an additional charge to come back to install the part!! We clean up after every job. it was their sprinkler company as well as the [redacted] resident that requested their water pressure reducer be removed. Period. Nothing was mentioned abut checking the water pressure because if so, once again, we would have gotten the pressure gauge in his other truck. This was not asked of us until he was on the jobsite. We were requested to remove the water pressure reducer only and this was done. We thank the [redacted] family allowing jim to use their bucket to retrieve 4" of water into it so the water would not go on their floor.  Out of courtesy, we waived the $42.50 travel time. Our invoice was signed for complete satisfaction and paid by credit card as well. It was a few days later, as [redacted] wrote; she wanted her old pressure reducer back. She was told that the part was already discarded. Also, we do not sell used parts. She accused us that we were lying that we disposed of the old part, and would sell it to someone else. It was explained to her, we do not sell or keep used parts. I was then accused of being a liar, as she states in her letter. Also, at this time of all her unpleasant accusations, I let her know I was very very late for a doctor's appointment for a serious [redacted] infection. If you note in her letter, despite all, I offered to buy her a new water pressure reducer, at $55.00 plus tax our cost Now, why would I offer her that, if we still had our old one? She did pay for the service call for what was requested, "to remove her water pressure reducer". To be called a liar, and to be accused of taking to be able to sell her old part for $50.00 is not appreciated, especially since we enjoy taking care of our customers. Once again, using a spare van at the time, Jim could not have everything on this truck. However, if they mentioned before we scheduled her job they wanted their water pressure tested, he would have had that pressure gauge with him. Yet this is a call that no matter how much you explain to them, as written of all the facts in the above, they don't want to hear it. They feel we ripped them off because we discarded their old part Then we were called days later and they wanted the part back. Her letter also state calling me a liar. They did not ask us at the time of service requested, that they would want to have their water pressure tested. They only said they wanted the water reducer removed. We did what they asked. We did not charge for travel. Once again, we do not sell used parts, and I do not appreciate being called a liar, and she states that also in her letter. If it were asked of us to check the water pressure before we removed her pressure reducer, then an access could have been installed before the regulator. However, we did what was asked of us, to remove it. Once again the call was to remove it and that was done. Also if she wanted her old part back she could have asked for it then and there, not days later. We clean up after out workmanship. We don't sell used parts. We enjoy taking care of our clients and appreciate all calls and referrals for over 37 years. If at any time they felt! was rude, then my deepest and most sincere apologies. Respectfully, Gilles & Carole ([redacted]

We are very saddened to have read let alone receive a letter from ** of this nature, as he has
always called us due to our reliability, honesty and confidence of trust with respect to
professional service and workmanship.
As our technician, [redacted], has indicated in his response on [redacted]...

and his no charge of
Invoice [redacted], tightening the nut/pipes the best he could yet, was still leaking. Yes, there is noise
from the wrench trying to tighten the pipe, a far cry from coming over to "bang on pipes" because
they are up in between the joist in the wall. ** mentions he wanted his pipes tightened, yet, as it was
evident after doing so, it was still leaking-
[redacted] gave a recommendation and an appointment of cost to fix permanently. now, we are
THIEVES?
HE CALLED ME OF HIS COMPLAINT OF WHICH HE FELT I WAS DEFENDING OUR TECHNICIAN. I LET HIM KNOW,
THAT THIS IS NOT A MATTER OF DEFENDING A TECHNICIAN, BUT A MATTER OF DOING A JOB RIGHT, AND DOING A JOB
PROFESSIONALLY, THUS, HAVING NO CALL BACKS OR DAMAGE IN ONE'S FUTURE.
WHEN THAT DIDN'T SEEM TO SATISFY HIM, I ASKED IF WE COULD MEET HIM ON FRIDAY 10/3/14 AT 4PM AS HIS
WORK HOURS THIS WOULD BEST ACCOMMODATE HIM.
ON 10/3/14, IN THE MIDDLE OF THAT AFTERNOON, I CALLED HIM TO RESCHEDULE DUE TO A NO WATER, WELL
PUMP EMERGENCY ISSUE IN [redacted] THAT NEEDED TO BE RESOLVED TO GIVE PEOPLE WATER. HE SAID, "FORGET
IT" AND HUNG UP.
I THEN WROTE HIM ON 10/3/14: A LETTER OF APOLOGY
A copy of [redacted]'s no charge invoice [redacted]
Our cost to replace parts [redacted] was trying to tell him what he needed
Also a $20.00 gift certificate to take off toward any service calls
In all honesty, I don't see how we can be called thieves, and we are very hurt by this
accusation.
We enjoy very much helping people out. [redacted], ever since his employment, 10/3/03, has
never ever, had one complaint, neither written or a call to us of such until now. he has reflected
our company with pride, kindness and the most giving, professional gentleman in every way of which
many letters of thankfulness received about him, about us, proves it. and we thank god for him.
We are sorry to disappointed with not being able to do a "quick fix", to solve his problem.
Instead, we would hope he would understand and appreciate our advice and recommendations. We
would always be there for him-
RESPECTFULLY, 
[redacted]- Owner 
[redacted]- Office Administrator

Revdex.com spoke to business and the following was relayed: I will get her her part. We will mail or drop it off. We ask that she not call us for service in the future.