Initial Business Response /* (1000, 9, 2016/09/07) */
On April 15 we responded to a Home Warranty claim for 2-10 HBW for a malfunctioning tub spout. We replaced the tub spout with an identical spout. During the repair we informed the customer that the original installation had no interior wall...
support to hold the spout tightly in place and silicon caulk had been holding it there. And in order for it to be installed correctly we would have to cut a hole in the wall to access the pipe to install a support. The home owner denied to have the work done properly stating to "just install it as it was". Not allowing us to temporarily brace the spout externally against the opposite side of the tub long enough for the caulk to set up and hold...leaving a small gap between the wall and spout as it was originally. We caulked the gap. The customer approved the work and paid the $75 deductible.
Per the home owners 2-10 HBW policy, the deductibles are due upon arrival regardless whether or not any work is performed.
On April 22 the home owner called to voice her concerns and was put on schedule tentatively for the 28th.
On April 27 according to our bank a Stop Payment was issued for the $75 check. Upon which we were charged $12.50.
On April 28 the appointment was rescheduled to May 5th. No notes were added as to why.
On May 3 the home owner filed this complaint with the Revdex.com.
On May 5th we returned to the home to find the spout working ok and installed as it was originally. No resolution to be made.
We do apologize for any miscommunications.
Initial Consumer Rebuttal /* (3000, 11, 2016/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from BareTech Plumbing. I do not recall stating, "just install it as it was" when referring to the faucet. However, if such statement was made, the faucet was not installed as it was. Before the attempted repair, the faucet was attached to the base of the tub/and no caulk was visible. This is not the case now.
Furthermore, BareTech Plumbing stated they came out to my home and spoke with me on May 5th, after this claim was made. This is not true. I have not heard from anyone with BareTech since filling my claim.
As stated above, the faucet is not properly installed and there is unsightly caulk showing, I would like to have my faucet fixed properly and promptly.
There is no miscommunication, just a lacking of professionalism and thoroughness.
Thanks
Final Business Response /* (4000, 15, 2016/11/22) */
We are in attempts to contact the home owner to try and resolve this issue. Several calls have been made with no response. We will continue to call her.
Initial Business Response /* (1000, 9, 2015/07/29) */
On June 16 we received a work order to diagnose a leaking water heater. We submitted diagnosis to The warranty company.The WC calls the Mrs.owner and informs her of their coverage limits and their out of pocket expense. Later in the day the...
owner calls back to the WC agreeing to pay the $345. The WC then informs us to proceed. On the 17th we replaced the 30 gallon w/h with an equal 30 gallon w/h. Tested for proper operations and cleaned up. While cleaning the owner asked us the please leave the w/h's cardboard box for their bonfire. On the 18th we returned on complaint, no hot water. Upon arrival there was hot water. They had not checked it since immediately after it was installed. We left and informed the WC of findings. The WC then called the owner to impose a $130 service fee which they quickly reversed. All correspondences with the WC are documented word for word. This is the first we have heard of an issue. Honestly from reading the complaint we get the feeling he's speaking of a different job from somewhere else? First he states that he has $800 coverage. He has $850. He states that we told him he needs a cut off valve, circuit breaker and an electrical inspection and a disposal fee. No. There were no electrical issues and we did not tell them. The warranty company called them to tell them of their coverage. The WC gave them the prices for each item and reasons for them. The Warranty Company Dictates all prices and code requirements. The owner agreed to the out of pocket expense. The owner states we found a 45 gallon instead of the 30. No. First off they don't make a 45 gallon. In these installations they are all 30 gallon. In most cases a larger unit won't fit the space. Owner states we did not put the drain pan back under the heater. There was no drain pan under the heater nor is it required by code. Owner states we tripped the breaker on before filling it with water thus blowing out the elements. No. After installation the unit was tested for proper operations and it checked out fine. Owner states that we left the cardboard box there to get rained on. No. The Mrs. owner asked us to leave it there for the bonfire. Owner states there was no electrical inspection. Correct. Why would there be if there was no electrical work performed. If it had been needed then the WC would have dispatched an Electrical company. Owner states he has tried to contact us several times with no luck. No. We have had no further communication since the install. Owner states he said he has a 9 yard dumpster we can put the water heater in instead of being charged $65 disposal. No. No mention of a dumpster or a $65 disposal charge. Side note. It is illegal to dispose of appliances in a dumpster. Owner states the morning after they still had no hot water and it took us 2 days to come back. No and no. We come back that same morning and yes they had hot water. She had not checked it since it was installed. Owner stats that when we came back to see what was wrong with the heater, we told him that the breaker just needed to be tripped back on. No. The water was hot when we got there. Owner states we tried to charge him for coming back to check the issue. No. We left the home and then informed the WC of the diagnosis. The WC then called the owner about the Call out charge but then quickly reversed it. Owner stated that we told them the circuit breaker needed to be replaced with the correct one. No. This never happened. If it did then the WC would have dispatched and electrician. Owner states that we took out a 30 amp breaker and installed a 20 amp. No. We do not do electrical work. And again the warranty company sends electricians for electrical. Owner states he has called several times to our office to resolve these issues. No. This is the first we've heard of a problem. Note. Mr owner was out of town before during and after this work. He was belligerent at the out of pocket expense until his father in law (a plumber by trade) explained the code requirements and assured him he was not being overcharged for fictitious code requirements. We are unaware of any additional work that has been done or why. The $345 the customer was charged was by the warranty company. Not us. The WC receives a diagnoses with pics then directs the contractor of what to do. The WC dictates all work to be performed and at what price. Note. The WC's pricing is about half off the regular pricing so the owner received a good job at an incredible price. Note. The mother in law paid for the services. We do try to do our very best by our customers and we stand behind our work. We are a member of this community also and would not betray our neighbors. As a God fearing Christian, if this complaint were true, I would not be able to sleep at night. Please call if you have any questions as I have a lot of them myself. Signed... Confused by Complaint
Initial Business Response /* (1000, 9, 2016/09/07) */
On April 15 we responded to a Home Warranty claim for 2-10 HBW for a malfunctioning tub spout. We replaced the tub spout with an identical spout. During the repair we informed the customer that the original installation had no interior wall...
support to hold the spout tightly in place and silicon caulk had been holding it there. And in order for it to be installed correctly we would have to cut a hole in the wall to access the pipe to install a support. The home owner denied to have the work done properly stating to "just install it as it was". Not allowing us to temporarily brace the spout externally against the opposite side of the tub long enough for the caulk to set up and hold...leaving a small gap between the wall and spout as it was originally. We caulked the gap. The customer approved the work and paid the $75 deductible.
Per the home owners 2-10 HBW policy, the deductibles are due upon arrival regardless whether or not any work is performed.
On April 22 the home owner called to voice her concerns and was put on schedule tentatively for the 28th.
On April 27 according to our bank a Stop Payment was issued for the $75 check. Upon which we were charged $12.50.
On April 28 the appointment was rescheduled to May 5th. No notes were added as to why.
On May 3 the home owner filed this complaint with the Revdex.com.
On May 5th we returned to the home to find the spout working ok and installed as it was originally. No resolution to be made.
We do apologize for any miscommunications.
Initial Consumer Rebuttal /* (3000, 11, 2016/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from BareTech Plumbing. I do not recall stating, "just install it as it was" when referring to the faucet. However, if such statement was made, the faucet was not installed as it was. Before the attempted repair, the faucet was attached to the base of the tub/and no caulk was visible. This is not the case now.
Furthermore, BareTech Plumbing stated they came out to my home and spoke with me on May 5th, after this claim was made. This is not true. I have not heard from anyone with BareTech since filling my claim.
As stated above, the faucet is not properly installed and there is unsightly caulk showing, I would like to have my faucet fixed properly and promptly.
There is no miscommunication, just a lacking of professionalism and thoroughness.
Thanks
Final Business Response /* (4000, 15, 2016/11/22) */
We are in attempts to contact the home owner to try and resolve this issue. Several calls have been made with no response. We will continue to call her.
Initial Business Response /* (1000, 9, 2015/07/29) */
On June 16 we received a work order to diagnose a leaking water heater. We submitted diagnosis to The warranty company.The WC calls the Mrs.owner and informs her of their coverage limits and their out of pocket expense. Later in the day the...
owner calls back to the WC agreeing to pay the $345. The WC then informs us to proceed. On the 17th we replaced the 30 gallon w/h with an equal 30 gallon w/h. Tested for proper operations and cleaned up. While cleaning the owner asked us the please leave the w/h's cardboard box for their bonfire. On the 18th we returned on complaint, no hot water. Upon arrival there was hot water. They had not checked it since immediately after it was installed. We left and informed the WC of findings. The WC then called the owner to impose a $130 service fee which they quickly reversed. All correspondences with the WC are documented word for word. This is the first we have heard of an issue. Honestly from reading the complaint we get the feeling he's speaking of a different job from somewhere else? First he states that he has $800 coverage. He has $850. He states that we told him he needs a cut off valve, circuit breaker and an electrical inspection and a disposal fee. No. There were no electrical issues and we did not tell them. The warranty company called them to tell them of their coverage. The WC gave them the prices for each item and reasons for them. The Warranty Company Dictates all prices and code requirements. The owner agreed to the out of pocket expense. The owner states we found a 45 gallon instead of the 30. No. First off they don't make a 45 gallon. In these installations they are all 30 gallon. In most cases a larger unit won't fit the space. Owner states we did not put the drain pan back under the heater. There was no drain pan under the heater nor is it required by code. Owner states we tripped the breaker on before filling it with water thus blowing out the elements. No. After installation the unit was tested for proper operations and it checked out fine. Owner states that we left the cardboard box there to get rained on. No. The Mrs. owner asked us to leave it there for the bonfire. Owner states there was no electrical inspection. Correct. Why would there be if there was no electrical work performed. If it had been needed then the WC would have dispatched an Electrical company. Owner states he has tried to contact us several times with no luck. No. We have had no further communication since the install. Owner states he said he has a 9 yard dumpster we can put the water heater in instead of being charged $65 disposal. No. No mention of a dumpster or a $65 disposal charge. Side note. It is illegal to dispose of appliances in a dumpster. Owner states the morning after they still had no hot water and it took us 2 days to come back. No and no. We come back that same morning and yes they had hot water. She had not checked it since it was installed. Owner stats that when we came back to see what was wrong with the heater, we told him that the breaker just needed to be tripped back on. No. The water was hot when we got there. Owner states we tried to charge him for coming back to check the issue. No. We left the home and then informed the WC of the diagnosis. The WC then called the owner about the Call out charge but then quickly reversed it. Owner stated that we told them the circuit breaker needed to be replaced with the correct one. No. This never happened. If it did then the WC would have dispatched and electrician. Owner states that we took out a 30 amp breaker and installed a 20 amp. No. We do not do electrical work. And again the warranty company sends electricians for electrical. Owner states he has called several times to our office to resolve these issues. No. This is the first we've heard of a problem. Note. Mr owner was out of town before during and after this work. He was belligerent at the out of pocket expense until his father in law (a plumber by trade) explained the code requirements and assured him he was not being overcharged for fictitious code requirements. We are unaware of any additional work that has been done or why. The $345 the customer was charged was by the warranty company. Not us. The WC receives a diagnoses with pics then directs the contractor of what to do. The WC dictates all work to be performed and at what price. Note. The WC's pricing is about half off the regular pricing so the owner received a good job at an incredible price. Note. The mother in law paid for the services. We do try to do our very best by our customers and we stand behind our work. We are a member of this community also and would not betray our neighbors. As a God fearing Christian, if this complaint were true, I would not be able to sleep at night. Please call if you have any questions as I have a lot of them myself. Signed... Confused by Complaint