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 ownSo without payment or authorization we could not service her at the timeShe 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 timesMrs [redacted] then contacted the Revdex.com which is disputing service call of $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 replacedAs 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]
Mr [redacted] ,In response to your Revdex.com complaint I have gone back and reviewed every step from the start of your work orderI 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 houseWe 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 visitUnfortunately 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 replacedThe 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 haveIt would be a standard builder grade faucet that they only warranty for 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 hasSo he went out and called the faucet manufacturer and started them claim process which included submitting pictures of the faucet showing the failuresNext it takes to hours for Delta to review the claim and approve the claimThey then sent to you the homeowner a new faucet at no cost under their warranty but unfortunately they sent the wrong faucet to youAfter calling Delta and attempting to correct their problem they would not send the correct faucet unless you the homeowner sent back they wrong faucetWe along with Delta have the email showing their error and correction processI understand your frustrations and sincerely apologize for the inconvenience their error caused but as you can see it was out of our controlI 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 companySince the error was made you requested your account to be transferred to another service companyOnce 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 firstHope the company that you were transferred to help you correct the problem and your faucet was installed.Respectfully, [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 codeAs 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 $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 working procedures for our company Again, our apologies and we hope to hear from you soon Thank you [redacted] Office Mgr
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 ownSo without payment or authorization we could not service her at the timeShe 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 timesMrs [redacted] then contacted the Revdex.com which is disputing service call of $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 replacedAs 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]
Mr [redacted] ,In response to your Revdex.com complaint I have gone back and reviewed every step from the start of your work orderI 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 houseWe 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 visitUnfortunately 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 replacedThe 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 haveIt would be a standard builder grade faucet that they only warranty for 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 hasSo he went out and called the faucet manufacturer and started them claim process which included submitting pictures of the faucet showing the failuresNext it takes to hours for Delta to review the claim and approve the claimThey then sent to you the homeowner a new faucet at no cost under their warranty but unfortunately they sent the wrong faucet to youAfter calling Delta and attempting to correct their problem they would not send the correct faucet unless you the homeowner sent back they wrong faucetWe along with Delta have the email showing their error and correction processI understand your frustrations and sincerely apologize for the inconvenience their error caused but as you can see it was out of our controlI 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 companySince the error was made you requested your account to be transferred to another service companyOnce 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 firstHope the company that you were transferred to help you correct the problem and your faucet was installed.Respectfully, [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 codeAs 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 $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 working procedures for our company Again, our apologies and we hope to hear from you soon Thank you [redacted] Office Mgr