Arrow Plumbing did service Mr*** on 10/04/where our plumber, ***, installed the customer supplied Moen cartridge in the lav faucet in the bath off the front entry way. *** is an excellent plumber and in fact, has the most experience of all our plumbersHe is very detailed, organized and knowledgeable. Sometimes it is frustrating when a customer tries to fix issues themselves, because our plumbers do not have the opportunity to see the original issue with the item or what exactly the customer did or didn’t doWe had scheduled a return visit on 11/2/16, between 9-11am and on this particular day, *** was running behind schedule. Our policy is to contact the customer if we are running behind schedule which is what we did. We do not have notes on whether we left a message for the customer or no one answered the phone. Not hearing back from the homeowner, we assumed that the problem may have fixed itself. Overtime typically with the oil and movement of the cartridge it becomes more flexible. The first time we have heard the dissatisfaction from Mr*** was through this complaint at the Revdex.com today. Had we heard about it sooner, we would have reached out to the customer for resolution We strive to meet or exceed our customer’s expectations. We do not find fault in the work we did or how it was handled and back our plumber’s knowledge 100%. That being said, if the customer is requesting his $back, we have no problem in doing that. *** has been to his house several times before and it’s too bad that he did not reach out to us directly.
We will send Mr*** a check for $to resolve this issue
Arrow Plumbing did service Mr. [redacted] on 10/04/16 where our plumber, [redacted], installed the customer supplied Moen cartridge in the lav faucet in the bath off the front...
entry way. [redacted] is an excellent plumber and in fact, has the most experience of all our plumbers. He is very detailed, organized and knowledgeable. Sometimes it is frustrating for our plumber's when a customer tries to fix issues themselves, because they do not have the opportunity to see the original issue with the item or what exactly the customer did or didn’t do. We had scheduled a return visit on 11/2/16, between 9-11am and on this particular day, [redacted] was running behind schedule. Our policy is to contact the customer if we are running behind schedule which is what we did. We do not have notes on whether we left a message for the customer or no one answered the phone. Not hearing back from the homeowner, we assumed that the problem may have fixed itself. Overtime typically with the oil and movement of the cartridge it becomes more flexible. The first time we have heard the dissatisfaction from Mr. [redacted] was through this complaint at the Revdex.com today. Had we heard about it sooner, we would have reached out to the customer for resolution. We strive to meet or exceed our customer’s expectations. We do not find fault in the work we did or how it was handled and back our plumber’s knowledge 100%. That being said, if the customer is requesting his $80 back, we have no problem in doing that. [redacted] has been to his house several times before and it’s too bad that he did not reach out to us directly.
Initial Business Response /* (1000, 5, 2014/06/16) */
Contact Name and Title: [redacted]/owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ArrowPlumbingInc.com
[redacted],
I am very sorry you were not happy with our services. This is the first time I am hearing about your experience...
and I assure you if you had called about this, it would have been addressed accordingly.
From what I understand you thought the service call was going to be a free estimate. I apologize that there was a miscommunication. The service tech in fact did service work for you which included replacing a battery for your backup system. You are saying the battery is inferior but it checked out fine when we were there. There is a chance there is something wrong with the charger unit itself. That cannot be proved without actually taking and testing the charger. I say this because we find it happens often.
As for the pricing of the battery, we would never tell a homeowner the prices of material sold in homecenters; because we don't price them out there. We do though have no problem with homeowners supplying their own material for jobs.
When it comes to the "no charge" plug, once again, I think it was a miscommunication.
As per the desired resolution you have stated, when the battery is brought to our shop by you, I will refund $199 for the battery. As for the rest of the invoice total, I think it would be better if we spoke by phone. We are a fair company and I believe we can work this out so that you are happy.
Arrow Plumbing did service Mr*** on 10/04/where our plumber, ***, installed the customer supplied Moen cartridge in the lav faucet in the bath off the front entry way. *** is an excellent plumber and in fact, has the most experience of all our plumbersHe is very detailed, organized and knowledgeable. Sometimes it is frustrating when a customer tries to fix issues themselves, because our plumbers do not have the opportunity to see the original issue with the item or what exactly the customer did or didn’t doWe had scheduled a return visit on 11/2/16, between 9-11am and on this particular day, *** was running behind schedule. Our policy is to contact the customer if we are running behind schedule which is what we did. We do not have notes on whether we left a message for the customer or no one answered the phone. Not hearing back from the homeowner, we assumed that the problem may have fixed itself. Overtime typically with the oil and movement of the cartridge it becomes more flexible. The first time we have heard the dissatisfaction from Mr*** was through this complaint at the Revdex.com today. Had we heard about it sooner, we would have reached out to the customer for resolution We strive to meet or exceed our customer’s expectations. We do not find fault in the work we did or how it was handled and back our plumber’s knowledge 100%. That being said, if the customer is requesting his $back, we have no problem in doing that. *** has been to his house several times before and it’s too bad that he did not reach out to us directly.
We will send Mr*** a check for $to resolve this issue
Arrow Plumbing did service Mr. [redacted] on 10/04/16 where our plumber, [redacted], installed the customer supplied Moen cartridge in the lav faucet in the bath off the front...
entry way. [redacted] is an excellent plumber and in fact, has the most experience of all our plumbers. He is very detailed, organized and knowledgeable. Sometimes it is frustrating for our plumber's when a customer tries to fix issues themselves, because they do not have the opportunity to see the original issue with the item or what exactly the customer did or didn’t do. We had scheduled a return visit on 11/2/16, between 9-11am and on this particular day, [redacted] was running behind schedule. Our policy is to contact the customer if we are running behind schedule which is what we did. We do not have notes on whether we left a message for the customer or no one answered the phone. Not hearing back from the homeowner, we assumed that the problem may have fixed itself. Overtime typically with the oil and movement of the cartridge it becomes more flexible. The first time we have heard the dissatisfaction from Mr. [redacted] was through this complaint at the Revdex.com today. Had we heard about it sooner, we would have reached out to the customer for resolution. We strive to meet or exceed our customer’s expectations. We do not find fault in the work we did or how it was handled and back our plumber’s knowledge 100%. That being said, if the customer is requesting his $80 back, we have no problem in doing that. [redacted] has been to his house several times before and it’s too bad that he did not reach out to us directly.
Initial Business Response /* (1000, 5, 2014/06/16) */
Contact Name and Title: [redacted]/owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ArrowPlumbingInc.com
[redacted],
I am very sorry you were not happy with our services. This is the first time I am hearing about your experience...
and I assure you if you had called about this, it would have been addressed accordingly.
From what I understand you thought the service call was going to be a free estimate. I apologize that there was a miscommunication. The service tech in fact did service work for you which included replacing a battery for your backup system. You are saying the battery is inferior but it checked out fine when we were there. There is a chance there is something wrong with the charger unit itself. That cannot be proved without actually taking and testing the charger. I say this because we find it happens often.
As for the pricing of the battery, we would never tell a homeowner the prices of material sold in homecenters; because we don't price them out there. We do though have no problem with homeowners supplying their own material for jobs.
When it comes to the "no charge" plug, once again, I think it was a miscommunication.
As per the desired resolution you have stated, when the battery is brought to our shop by you, I will refund $199 for the battery. As for the rest of the invoice total, I think it would be better if we spoke by phone. We are a fair company and I believe we can work this out so that you are happy.