AquaTech Plumbing Corporation

Initial Business Response /* (1000, 5, 2015/07/17) */
Complaint ID#: XXXXXXXX
To address your concern about the "REQUEST A QUOTE" button/link: It is standard verbiage for all companies on the Revdex.com websiteWe do not control that
We regret you aren't an AquaTech customerAquaTech has so many
repeat customers because we do the job right, we guarantee our work and we are extremely customer oriented
We WAIVE the $trip charge once the work is completed(MOST plumbers charge a trip fee and DON'T waive it.)
Our goal is to have you as a customer, not obtain a trip chargeThat $trip charge, without the work completed, doesn't even cover gas, truck insurance, plumber's salary and liability insurance for the plumber to drive to your home
Quotes are not given over the phone because the call center representatives can't SEE the problem and they are NOT licensed plumbersIt would be like giving a haircut over the phone
Our plumbers give a quote after seeing and assessing the problem at the time of an appointmentIn your case, the faucet you were discussing is an expensive one of extremely high quality and I'm very sorry you thought our prices were too high
We have already refunded your $Trip Charge on 7/14/but I wish you had called me first to express your concernsI would have gladly refunded the trip charge at that timeWe want you as a customer
Again, I'm sorry you have this opinion of usIf you only knew the difference in how you view us and who we really are, I believe you would be a customer for life
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/17) */
Complaint ID#: XXXXXXXX
To address your concern about the "REQUEST A QUOTE" button/link: It is standard verbiage for all companies on the Revdex.com websiteWe do not control that
We regret you aren't an AquaTech customerAquaTech has so
many repeat customers because we do the job right, we guarantee our work and we are extremely customer oriented
We WAIVE the $trip charge once the work is completed(MOST plumbers charge a trip fee and DON'T waive it.)
Our goal is to have you as a customer, not obtain a trip chargeThat $trip charge, without the work completed, doesn't even cover gas, truck insurance, plumber's salary and liability insurance for the plumber to drive to your home
Quotes are not given over the phone because the call center representatives can't SEE the problem and they are NOT licensed plumbersIt would be like giving a haircut over the phone
Our plumbers give a quote after seeing and assessing the problem at the time of an appointmentIn your case, the faucet you were discussing is an expensive one of extremely high quality and I'm very sorry you thought our prices were too high
We have already refunded your $Trip Charge on 7/14/but I wish you had called me first to express your concernsI would have gladly refunded the trip charge at that timeWe want you as a customer
Again, I'm sorry you have this opinion of usIf you only knew the difference in how you view us and who we really are, I believe you would be a customer for life
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/09) */
Hi! I know before receiving this we had refunded our minimum service charge of $and you were satisfied with that but I think I'm required to reply anyway
I apologize and to clarify, my assistant said I was "very busy" because I had
a family emergency and she didn't think she should share that
She honestly thought you were fine with waiting for the possible $refund you requested, since she indicated it would be a while before I called back(I had no ability to even estimate a time frame on my family situation.)
Some of your concerns here confuse me - for example, our basic new toilet & installation is nowhere near $700-$800, unless you request a special orderI'm not sure how these misunderstandings occurred, on the toilet price, the time he spent there, the issues involved, etc., but I apologize for OUR contribution in any way to the miscommunicationI'm glad we got it resolved!
Andrea

Initial Business Response /* (1000, 5, 2015/09/09) */
Hi! I know before receiving this we had refunded our minimum service charge of $97 and you were satisfied with that but I think I'm required to reply anyway.

I apologize and to clarify, my assistant said I was "very busy" because...

I had a family emergency and she didn't think she should share that.
She honestly thought you were fine with waiting for the possible $97 refund you requested, since she indicated it would be a while before I called back. (I had no ability to even estimate a time frame on my family situation.)

Some of your concerns here confuse me - for example, our basic new toilet & installation is nowhere near $700-$800, unless you request a special order. I'm not sure how these misunderstandings occurred, on the toilet price, the time he spent there, the issues involved, etc., but I apologize for OUR contribution in any way to the miscommunication. I'm glad we got it resolved!
Andrea