ASAP Plumbing Service #2

Dear Mrs***,In your response to your better business complaint I am sorry you and your husband are having health issues and wish you both a speedy recovery.Here is what my service tech saw and diagnosed at your homeUpon arrival we found the ceiling at kitchen area completely
saturated with water running through from floor aboveFound upstairs drain system (tub/shower, commode and sink) completely cloggedHe then called your warranty company (AHS) to give detailed diagnosis and get authorization for repairsAhs advise they do not clear stoppages without having an accessible clean out (opening to run auger machine) which you do not haveWhile *** was calling AHS your husband then removed commode and spilled sewage water through floor to downstairs ceiling due to system being clogged and overfilling from pipe being openedWe helped him clean as much sewage as possible using a shop vacWe then ran an auger machine through pipes under commode he made accessible to us and cleared stoppageTested system and it cleared with no signs of stoppagesWe recommended to you and AHS for us to run a camera to diagnose cause of failure for the additional cost of $but both of you refused.As far whirlpool tub we found jets having flow restriction along with a bad control panel which we recommend cleaning and replacing panelOnce again we called your warranty company AHS for authorization for repair but they denied coverage as they don't cover control panels nor cleaning of jets. Our company is more than capable to properly diagnose failures, give action plans and name a price for work needed but if your warranty company and you refuse to pay us to complete the job we stop our work and bill our labor to date and leave the premises but in return we get bad reviews because people don't want to pay for services needed. Last you want us to pay for your deductible, service fee and $for you not having the use of your whirlpool tub when AHS does not cover for original secondary damage, even more secondary damage your husband created by removing commode and spilling more sewage throughout the home and AHS did not cover control panel on Jacuzzi tub therefore it was inoperable? I am sorry but I can't help you as we thoroughly explained all of this to you in writing on your invoice and AHS explained to you via recorded phone call

Hi Mrs***, In response to your complaint you are absolutely right there were some obstacles we had to overcome in replacing your faulty electric water heaterOne yes we did have an electrical issues that we could not figure out as we are not electricians although we did take responsibility
and did hire a licensed electrician to correct the problem at no additional cost to youWhich now due to this problem resulted in contracting a full time electrician in all of our jobs replacing or installing a new electric water heater to avoid any further problemsSecond I sincerely apologize for the inconvenience while trying to troubleshoot failure with water heater and sorry my office was not able to resolve the problem soonerIn response to "they tore studs and drywall apart" access and modifications were needed to remove existing and installing new water heater as your water heater is located in a hallway space saver closet under a AC furnace which was originally installed prior to a door being installed, AC furnace, drywall and studs being thereIn other words water heater was installed during the framing stage of the homeSo we needed to make access by notching two by fours on the floor which was already cut during the installation of the current water heater replaced in thirteen years after the home was originally builtWe nor AHS cover for access although we failed to mention we charge more for access due to not knowing till the installers getting to the job site letting you know prior to making access and letting you know additional cost if any which at this time access was needed but you were not charged saving you money but we do not reinstall studs as we are not carpenters as explained via phoneAs far as drywall we did not remove any drywall nor doors all is still in tact and the small cuts made to the studs do not affect the structural of your home, furnace nor water heater again as originally explained via phoneSo again I sincerely apologize for electrical problems and lack of communication on access requirementsIn response to calling my company SHADY I don't know what you mean as we have NEVER taken money and not completed a job, we ALWAYS give warranties and stand behind our products which with that being said we have been blessed an A rating with the Revdex.com, made us a preferred vendor for numerous home warranty companies, hold an A rating with Angie's list and have many repeats and referrals on a day to day basis providing many plumbers, apprentice and office staff with jobs to provide a good household income for there families Respectfully,*** ***ASAP Plumbing Service #2*** ** *** ***San Antonio, TX 78219 *** Ph.*** Fax***@hotmail.com

First and foremost, I would like to apologize for the late response in addressing your concerns on your out of pocket expense not covered thru your home warranty company. I understand we diagnosed a water heater leaking internally, not being repairable, and needing to be
replaced. Due to ASAP Plumbing Service #holding a state plumbing license, we have to obey state and city codes. As explained in detail to home warranty of America and to you, both verbally and in writing, we were prepared to do the work needed to replace the water heater but needed to get authorization from Home Warranty of America and from you the homeowner. We received authorization from Home Warranty of America but not from you (homeowner). Home Warranty of America only covers the cost for the water heater, removing water lines from the water heater, reinstalling the brand new water heater, and reconnecting existing water lines. First, we need to install a thermal expansion tank per code as there is an existing pressure regulating valve in water system and both need to work together. Second, an atmospheric vacuum breaker is required per code due to anti-syphoning fitting so that no water leaves your water heater preventing elements to not be submerged in water and possibly causing an electric short and possible fire. Third, temperature and pressure valve and drain did not have proper fall nor clearance inches rom ground as required by code and must be modified to adapt to dimensions on new water heater. Fourth, we must modify fresh water pipes to adapt to vacuum breaker, thermal expansion tank and height of new water heater. Fifth, we need to install a pan drain to avoid future secondary water damage to your home. Sixth, there is a removal and disposal of water heater fee. Seventh, inspection of new water heater is required by the city and the state and require a permit fee. ASAP will give a one year warranty on parts and labor along with balance of your manufacturers warranty on your water heater. Again, I apologize for any confusion and/or the inconvenience this may have caused. As far as the $service fee, that is a set price for Home Warranty of America's contract holders

Again I'm sorry but *** not only discussed with you but also wrote it on your invoice what he did what he recommended which you signed.. One he wasn't authorized to remove a commode for lateral line access to clear any stoppages which is what you had an multiple fixtures at upstairs lateral line stoppage causing sewage to spill and leaki into downstairs ceiling resulting in severe secondary damage to homeStoppage in lateral line cause water to fill in tub and if wax ring is bad at commode it will spill sewage out from wax ring and cause it to come down ceiling.Second as explained in your paperwork (which you signed) and your husband being in the bathroom with tech as he preformed work an auger machine was used to clear multiple lateral line stoppage at upstairs bathroom and a camera scope was recommended t determine cause of failureThird yes you have a cleanout (which we found) located outside the home which we could not use as this clean out can only be used for first floor stoppages and stoppages from home to main city sewer system which was no good for us in this particular incident as failure was upstairs in between floorsAs far as second plumber coming to your home after WE cleared your stoppage and no failures were found he assumed it was a loose wax ring as that's where the sewage water spilled from causing it to come down your ceiling.Last we explained to you and the warranty company that the whirlpool tub control panel had failed and also recommended cleaning jets which AHS denied coverage for control panel including fuses and any maintenance issues required to get unit to operate properlySo again if AHS doesn't pay and you don't want to pay us we can not do the work for free

Complaint: ***
I am rejecting this response because: There is missing drywall and notched 2X4's that still have not been fixed There was no information; written of verbal, detaining the destruction of this area and or lack of repairing the destruction in the contract we signed, it wasn't until AFTER the repairs were made that you refused to fix the damage I had to call several times and the customer service relieved was deplorable It was only after threatening to file legal action for a medical condition that was adversely affected by the water heater being installed incorrectly that you FINALLY sent an electrician out to fix the issue Now you are again refusing to fix something that YOUR company either installed incorrectly or destroyed
Regards,
*** ***

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
Please advise if I need to contact ASAP Plumbing to arrange the follow up visit, or if they'll be calling meMy home number is ***
Regards,
*** ***

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]

We sincerely apologize for the delay in response and for any inconvenience this may have caused.  I am responding to the complaint filed by Mr [redacted]. Asap only uses licensed and certified plumbers and technicians.  We do not have any salesman or techs on commission.  As for the...

water heater, we have to bring the water heater to current code as we are licensed plumbers.  Modifications were due to height and width of the water heater which was taller and wider than the water heater that Mr. [redacted] had.  So therefore, plumbing modifications were needed to adapt to the new water heater.  We had to make modifications on the fresh water pipes and temperature and pressure drain modifications due to water heater being wider and taller and more energy efficient.  We also had to install a vacuum relief valve and thermal expansion tank per plumbing code. As far as the thermal expansion tank being reused and not properly secured, I sincerely apologize.  It was on the work order and should have been addressed at time of install.  We would like to return to your home and install a new expansion tank and secure the pipes coming out of the wall as promised on our proposal along with refunding you an additional $200 for your inconvenience.  The service technician in charge of your install has been reprimanded and is no longer with the company.  Please accept our apologies and we hope you allow us back into your home to rectify all.  This is not normal working procedures for our company.  Again, our apologies and we hope to hear from you soon.   Thank you [redacted] Office Mgr

In response to the complaint, We sincerely apologize for the miscommunication between the homeowner, the warranty company and also ASAP. We try our best to accommodate every homeowner as best as we can in regards to the situations they may be experiencing in their home. We...

originally called to schedule an appointment with the homeowner for Monday, then shortly after we received a call from the warranty company to expedite the work order on Saturday due to the urgency as tenant had no facilities. Between the time scheduled and us arriving to the home we received notification to cancel the work order from First American Home Buyers Protection and as protocol we then removed the work order from Saturdays schedule. Once the tenant called our office on Saturday at five pm we were already closed and she spoke to our answering service which does not work for ASAP they only answer phones and relay messages, they have no clue in regards to who is on our daily schedule and advised the tenant to contact the office Monday morning. Monday is when the office spoke to the tenant and immediately arranged to have a technician go out that same day. Once technician arrived, he attempted to clear the stoppages through commodes and stand up shower drains but unfortunately he was unsuccessful due to lack of an accessible clean out pertaining to the upstairs apartment. The technician called the warranty company with the diagnosis along with recommendations and the warranty company denied claim due to no accessible clean out and will not cover any access needed ( removal of commodes, getting on roof to access vents and installing clean out.) to access plumbing stoppages, that is why we gave a bid of $595 to extract water from drain system, remove commode(s), go thru roof vents and also run a camera to attempt to clear stoppages which the warranty company, homeowner and tenant did not approve the cost. So yes we walked away without completing work because we would not get paid to do additional work needed to clear stoppage. Our hands our tied with what the home owners and warranty company approve, which then home owners and tenants as herself suffer the consequences and we are made to look as the "bad guys". I do apologize, but we can not reimburse you $385.00 when the warranty company only paid us $65.00 for the labor to date.

Complaint: [redacted]
I am rejecting this response because:
They do not address why their customer service representative [redacted] was RUDE.  For clarification: She refused to hear me when I repeatedly informed her I did in fact call AHS one week prior and was told they were waiting for a response from ASAP plumbing.  She did not acknowledge that she understood that fact so we could proceed from there.  She continually talked OVER me repeating the same sentence to call AHS (which I had) then promptly hung up on me.  When I realized she simply would not listen, I asked for a manager, in which [redacted] stated she wasn't there and hung up on me a second time.  At no time did I raise my voice or respond in an unprofessional manner unlike their customer service representative, [redacted].  In fact, the manager never called me even after asking [redacted] that she pass on the information.  Not once, have I been given an apology for the UNPROFESSIONALISM.  If [redacted] had numerous calls as they stated, she should have simply stated that she would call me back at a more convenient time when she could find out where the disconnect was since I was stating I had already done as suggested by calling AHS (where I was informed the ball was in ASAP plumbing's court).  There is no excuse for RUDENESS.  Additionally, since placing the Revdex.com complaint, this company has since refused services to complete the work because they stated I was a difficult customer.  I was only difficult to them because I stood up for myself when being bullied by their receptionist.  However, in light of the way this company treats their customers, I would never utilize their services and certainly never recommend them again.BTW, I am not asking for $75 be returned, only that it was the amount paid for services rendered. What this company does owe me is an APOLOGY for the way their representative spoke to me.  I have used them numerous times in the past providing them generous income, the least they could do is accept responsibility for their misconduct in this situation.  THAT IS THE ONLY ACCEPTABLE RESPONSE!Regards,
[redacted]

Complaint: 11571435
I am rejecting this response because:
Regards,
[redacted] Hello, Thank you for taking the time to respond to my complaint.You sent to our home ASAP Plumbing.When [redacted] arrived we showed him the DRIP from kitchen area. Then upstairs, [redacted] started working in the bathroom. All of a sudden the drip turned into a waterfall. (the only time it leaked was when the tub was draining, tub dry NO drip) [redacted] said remove the toilet, he was not allowed to. He had a new flange he would give us. [redacted] never left the bath. Men worth their salt can remove a toilet by drain 1st. NO SEWER WATER SPILLED.  [redacted] came back downstairs and told us we had major problems. That the bath would need to be gutted all the way down and through the slab of our home. I phoned Nationwide our insurance company, they said to get that man out of our house before he touches anything else. We told [redacted] we did not need him any longer this is when he said he could run a camera we said NO. WE do know where the clean out drain is. There was NEVER a shop vac brought into our home. A auger was NEVER used under the toilet. THERE were NO clogs anywhere. He knew this as the first thing he did was ran water through sink and flushed toilet several times. Nationwide Insurance sent their plumber out. After a about 5 minutes he came and told us the ring around the drain was very loose. The builder never had put putty around it. That was all it was. Nationwide also has this proof. The whirlpool tub was almost missed. [redacted] spent maybe 2 or 3 minutes looking in the motor cabinet and said he would call AHS. AHS said [redacted] got 2 or 4 error codes off of the motor??? Not possible as he never looked at anything else.AHS called him to come back and look again. They NEVER called or came. After a month of going back and the office manager at ASAP saying they do not work on whirlpool's unless it was something simple. AHS called another provider and they came. He thought it might be a breaker in the elec. box. He looked all was fine. They then said we have the top of the line jacuzzi. They did not know where to start and to call AHS and request another co. We did, after another month and AHS said they only had the 2 companies in San Antonio and we called the dealer and for him to call them after he was here. The dealer after maybe 10 minutes was ready to leave and said it was a fuse!!!!! No problem with the jets. I have the documentation and you are welcome to speak with them. Oh wait you have spoken to them the day the whirlpool was fixed. AHS response quote:"Our company is more than capable to properly diagnose failures, give action plans and name a price for work needed but if your warranty company and you refuse to pay us to complete the job we stop our work and bill our labor to date and leave the premises but in return we get bad reviews because people don't want to pay for services needed."I am glad you said "our company." Well you missed it on these 2 calls. I would like the $300.00 plus every penny we have paid into AHS and to cancel upon receipt of our money refunded to cancel our account.

Mrs. [redacted],I apologize for the confusion and also apologize for me not responding to your questions and concerns sooner as I am usually in and out of my office tending to many task I do here at ASAP Plumbing Service but I have a very well trained staff that is equipped with supervisors that can...

and did answer your questions and concerns. Your first concern or should I say request was a white colored water heater as your water heater is located inside your home in a pantry/laundry room and your existing appliances are white. I also understand you wanted the new water heater to match these colors. Unfortunately the water heaters we install are manufactured by Rheem which are comparable to all of the features and tank size of your original water heater with that being said this is what your warranty company (American Home Shield) covers and expects us to match. If you want us to remove the existing water heater and give you a white one as you requested to us and American Home Shield we will be happy to remove and tend to your every needs but unfortunately it comes with a cost which you were made aware from (A.H.S.) they will not pay for. Second you claim the water heater is a 57 gallon water heater and not a 40 gallon water heater. My staff has record of the water heater installed at your home and by the model number you provided on this complaint it is exactly the same water heater model number we installed which is a PRO SERIES RHEEM 40 GALLON ELECTRIC WATER HEATER.The yellow sticker with black letters is a sticker the government demands all appliance manufacturers to tag on every one of their products to share with consumers how energy efficient these units are and based on a 57 gallon standard energy use. Due to tank water heaters ranging anywhere from a 10 gallon to a 100 gallon size they use a generic 57 gallon sticker to disclose energy efficiencies. Which my staff shared with you and (A.H.S.) in MANY occasions via telephone and at your home during the installation and on a second visit to your home after receiving several phone calls from you. So again I am sorry there is a confusion. Once again as explained I can exchange your water heater for a new 40 gallon WHITE water heater for the cost of $650.00 dollars as I can not return your water heater as it is now used. Please call my office if you have any further questions or concerns.  Respectfully,[redacted]ASAP Plumbing Service #2

Revdex.com:
THANK YOU VERY MUCH THEY MADE GOOD ON THE WORK
Regards,
[redacted]

Mr. [redacted], In response to your Revdex.com complaint. We were originally called out to your home to diagnose a leak in the utility room and exterior wall. Upon arrival were met at your VACANT property by your handyman. We went on to diagnose failure by running a hydrostatic test on...

the fresh water pipe system. We found there was no fresh water pipe failure as the test held and the meter was not spinning and no sign of any active water leak. We then explain to your handyman and you that there was no way we can test the drain system unless we had full pressure coming from the washer machine which was not present as it might be a stoppage or a leak on the wash machine. You and your handyman were persistent that it was an active leak in the wall. At that time my service tech started recording the actions of your handyman opening up the drywall at your demand which my service technician of 20 plus years did not deem necessary. Your handyman then opened up the drywall to expose the plumbing pipes and just as we thought we were right we found no active leak everything was dry. Fast forward 3 1/2 months later you called us and said the water is back. You then DEMANDED using PROFANITY that we go out there and assess the damages as you felt we misdiagnosed. We explained to you it was out of the warranty or recall period. After about an hour conversation with you we agreed that we would go back out at no additional charge to find the failure. Upon arrival we found that the washing machine was now present and the house is now occupied. Also found that there was secondary damage caused to the drywall baseboards and utility floor. Upon accessing damaged drywall we exposed the pipes and tested both drain system and washer machine only to find it was the washer machine that was leaking when it went into the drain cycle. We then requested you call an appliance technician. As recorded on video and on our invoice we let you know we needed the washer there to properly diagnose failures which it wasn't as the house was vacant and you were remodeling the home. We also shared with you we were only responsible for drywall repairs if it was a pipe inside the wall we misdiagnosed which in this case it wasn't it was the washer machine all along that was not there for us to test on our first visit. I don't understand how you are requesting a 250.00 refund when all you paid us was a 29.99 service fee not to mention we requested the washer be present and connected for proper diagnoses which it was not as shown in the technicians video. So once again we are not responsible for any damages or drywall replacement.

Dear Mr [redacted], In response to your complaint. We were dispatched by your home warranty company and were advised you had a plumbing emergency. The emergency was you had fresh water leaking into your home and was causing secondary damage to your home. After further diagnosis we found it was a...

fresh water leak inside the foundation of your home which would require intense detailed diagnosis to pin point exactly where the leak(s) were at, what line was being effected and how we were going to make repairs along with getting authorization from your warranty company for the entire repair. After giving your warranty company a call letting them know the total cost of repairs they only authorized us a certain dollar amount not the total cost of repairs, diagnosis and or reroute repair all explanation done on a recorded line. After we received partial authorization they then called the policy holder on a recorded line and explained entire cost of repairs needed were not covered and you had an out of pocket expense of $2900.00. Along with them explaining non covered cost they also explained [redacted] nor ASAP Plumbing Service were responsible for patching access holes in concrete, walls or ceilings. They were only covering the max amount per your contract. Which at that time my service tech explained verbally and gave you a written invoice which you signed and gave us a fifty percent down payment and we proceeded with the work. Next we scheduled for us to go out the following day. We then drove from [redacted] to [redacted], Texas and proceeded with the work we left off on the previous day. We then cut fresh water pipe copper manifolds in wall and determined what part of your fresh water pipe was affected. As explained to you instead of us chipping out concrete and making a lot of dust, ruining the integrity of the slab and avoid possible structural engineer inspections and cost we terminated the affected line in the slab and rerouted the line thru walls, ceiling, wood and attic using noncorrosive lead free pex pipe and restored water to your home with very minimal damage and access to your home. As far as money debited from your credit card we have verbal and written authorization for card usage as explained to [redacted] and your financial institution that was trying to reverse transaction which they did not do so because we had written contract describing repairs and cost. You also claim it was a simple repair and we shouldn't of charged that much. In response to that I pay top dollar for experienced techs that are very knowledgeable, screened and background approved, licensed and insured not only take care of your home but also so I can offer extended warranties to you for years to come on our work. We only use top graded materials that comply with government standards that are approved for potable water systems. Last your home is outside of the [redacted] it is [redacted], Texas close to an hour from our shop. With all that being said we don't have a price guide line we explain everything in detail and let you chose to have the work done by us or you sho around or get a second opinion before we start the work not try and dictate to us after the work is done that you don't agree with the charges. I apologize if your wife and elderly mother were home alone during the process but again [redacted] and ASAP Plumbing Service did reach out to homeowner for authorization before repairs took place. As far as reviews in this web site yes they are more negative than positives but what I have learned being in business for over seven years now people only post and comment negative reviews over cost that their warranty company did not cover. It's mind boggling that we visit close to 40 homes per day doing plumbing service calls leaving the same magnets, cards and stickers showing we are licensed, insured, accredited by the Revdex.com and hold an A rating with [redacted] and if you do the math it's only a short list of reviews we have.              ASAP Plumbing Service #2[redacted] Ph.[redacted] Fax[redacted]

Mr [redacted],In response to your Revdex.com complaint I have gone back and reviewed every step from the start of your work order. I understand we were issued a work order from your warranty company claiming you had a leak in your kitchen area due to a faucet that has failed along...

with other issues throughout your house. We sent out a plumber within the time frame guideline your warranty company allows and he found several plumbing issues which he was able to repair on site and within the initial visit. Unfortunately he also found a faulty high end kitchen sink faucet with a side sprayer a high arched goose neck in a nickel finish polish made by Delta that could not be repaired and needed to be replaced. The service tech could of gone down to the local supply company and pick up a faucet with similar features within the authorization guidelines of your warranty company but it wouldn’t be exactly the same quality, brand name nor will it come with a lifetime warranty as the one you have. It would be a standard builder grade faucet that they only warranty for 90 days with that being said my service tech wanted to make sure you get the highest quality faucet with the same exact dimensions, features, finish and lifetime warranty yours has. So he went out and called the faucet manufacturer and started them claim process which included submitting pictures of the faucet showing the failures. Next it takes 24 to 48 hours for Delta to review the claim and approve the claim. They then sent to you the homeowner a new faucet at no cost under their warranty but unfortunately they sent the wrong faucet to you. After calling Delta and attempting to correct their problem they would not send the correct faucet unless you the homeowner sent back they wrong faucet. We along with Delta have the email showing their error and correction process. I understand your frustrations and sincerely apologize for the inconvenience their error caused but as you can see it was out of our control. I have also reviewed the number off calls that have been received along with reviewing our notes all which show the return process was explained to you and your warranty company. Since the error was made you requested your account to be transferred to another service company. Once again I apologize but please understand my hands were tied as we have to follow protocol when dealing with the manufacturers not to mention it is a very expensive faucet so they wouldn’t correct the problem unless it was received by them first. Hope the company that you were transferred to help you correct the problem and your faucet was installed.Respectfully,[redacted]

In response to your Revdex.com complaint.. We went out to service a water heater that was leaking from a defective gas control valve. This particular item we did not have in stock we ordered from the manufacturer which took several days for to get in. During that time the homeowner kept...

calling in for status of her repair part.. We explained to the homeowner we were at the mercy of the manufacturer. That was unacceptable to her and demanded sooner service. She then called her warranty company who dispatched us to her and asked if we can replace her water heater verses waiting for the part. They denied as the water heater could be repaired and explained we were all in the mercy of the manufacturer and had to wait for the part. Once we received the part we called her to schedule and gave her a 9 am to 3 pm appointment with at least a 30 minute notice when in route as we are mobile and we can't tell her exactly what time we can be there as the job prior to her could take longer. She said it was unacceptable and she needed to reschedule. We then attempted to schedule her for the next day but she said she had plans to take her kid(s) somewhere and would call back when she was available. She then called my office and spoke with [redacted] which was sitting in the same office and overheard the conversation. Homeowner kept insisting she be made priority and brought up Revdex.com reviews stating we were not a good company and said we were incompetent. [redacted] explained we do almost 6000 service calls per year and we have some negative reviews due to warranty companies not covering the claims at all, homeowners having to pay a fraction of what warranty companies didn't cover or homeowners not wanting to pay our cost and feel we are too expensive.  Which since 2010 we have been to thousands upon thousands of homes and only have 19 reviews with that being said is a really good record. She still did not want to schedule her service call and demanded we make her priority and we continued to explain as it states in her warranty contract the appointment needs to be mutual agreement to both parties and not just favoring the homeowner.  We then called her warranty company and had her transferred to a company that can accommodate to her schedule. So fast forward hours later she wrote this complaint. I truly am sorry your water heater failed and we couldn't get parts earlier but they had to be shipped from out of the state. Hope the warranty company found a contractor to meet your needs. As far as the service fee it was transferred over to the company that went out to your home after us and I believe you were not recharged another fee..

Received a call from Mrs [redacted] asking for her faucet to be installed at her home.. [redacted] then informed her she would need to contact American Home Shield who is her service provider as several months ago we received a email stating she no longer needed our service and was going to accept a cash...

out from AHS and have it replaced on her own.. So without payment or authorization we could not service her at the time.. She began to get upset and demanded service so again we explained to her she needed to call AHS she refused and wanted to speak to a supervisor which [redacted] informed her was not available till later that day.. [redacted] then had other calls coming in and explained to Mrs [redacted] the protocols of reopening her claim which she refused and [redacted] had to end the call as there was not anything that could of been done at the time as explained several times... Mrs [redacted] then contacted the Revdex.com which is disputing service call of $75.00 which per AHS needed to be collected by ASAP as we did initially went to her house months ago to attempt to service her faucet which needed to be replaced.. As explained we didn't deny service we just needed payment from either party once job would be complete which at the time we had no authorization to proceed with install...  Thank you, [redacted]