In May, Mrs [redacted] called in a service call for several items: Tub was draining slow.Leak under sink into the cabinet.Leak behind an access door after new shower head was installed by homeowner.Tub and shower trim was not installed correctly by homeowner Justin [redacted] was dispatched to her home on May 16thPer his work order he did the following: Provide and install garbage disposal.Reworked plumbing (drain lines) under kitchen sinkDrain lines refer to the outgoing sewer water not the incoming drinking waterI need this distinction understood.Put sealant on shower head threads to stop leak.Installed a hose bib in the back yardIt clearly states on the work order that there is a 30-day warranty on all workmanshipAdditionally, Mrs [redacted] signed the ticket stating that she was satisfied with the completion of the workOn July 17th, a full days after we performed the work, she called back in and complained that we charged her $to put tape on the shower head and that it was leaking againShe demanded it be warranty workMy assistant explained to her that the warranty was days, and she was a full days beyond the warranty periodShe insisted on speaking with meIn reality, I totally agree with what she is saying – according to the ticket we charged her $to put tape on the threads of a shower headThat is not what really happened, but that is what the ticket reflectsI know he cleaned the tub drain line for $and did the work on the shower for free, but that is not what he wrote, so I would not argue about the warrantyI did tell her however that I could not say if it was – or if it was not warranty, but it was beyond the warranty period, however; I would be happy to send the boys back out there to look at itWe scheduled an appointment for July 18th Upon arrival, they inspected the shower head and determined the cartridge needed to be changedI instructed them to change the cartridge, she had to pay for the cartridge but we would give her the labor for freeAlthough she did not call in the kitchen sink she told them that the leak there had not been fixed as well so they then inspected the kitchen sinkWhat was leaking was the angle stops (incoming drinking water), not the work on the drains (outgoing sewer water) that we had previously performedHad the angle stops been leaking months before we would have replaced themI instructed them that she needed to pay for the labor (at a reduced price since we were already there) and the parts on this since it had nothing to do with the previous work Mrs [redacted] became very ballistic and rude, screaming at the top of her lungs at the plumbers and proceeded in name callingShe then called the office and began screaming at the receptionist who ended up passing her along to the ownerShe first told the owner that she noticed the leak a few days later and forgot to call us backShe later told the owner that she never opens the sink so there was no way for her to know it was leakingHer story contradicted itselfOur reasoning in charging her is we have no way to know how often she opens the kitchen sink cabinetShe signed off saying the repairs were done to her satisfaction in MayIt clearly states on the work order that she signed that there is a 30-day warranty on workmanship, we repaired drain lines in May – not incoming water lines, I was willing to warranty the labor on the shower head even though we were a full days out of warranty, but she would have to pay for the part, and I would give her a reduced price in labor for changing out the angle stops under the kitchen sinkI feel that we went above board to try and help this customer out, but we have no way of knowing at what point the angle stops started leakingBy her own signature, there was no leak under the kitchen sink when we left her home in MayEven if she did truly discover a leak within a few days, it was still not something we originally repaired although I would have worked out a reduced labor rate (just as I tried to do this time) if we were anywhere near close to the daysShe claims he forgot to change them outEven if he forgot, she was not chargedSo, change them out then or change them out now – she still has to pay for the laborIn either case, that monetary amount was the sameShe did not pay for angle stops to be replaced, she was not charged for angle stops, and I tried to give her a deal to change them out, she refused In speaking with Justin after the July trip, I asked him if he explained that she was never charge for this work in May and that we would extend to her the reduced labor rate nowHe clearly said that she started screaming the instant she heard she was being charged anything and that he does not know if she clearly understood the dealIn any event, as a company we feel we did everything right by Mrs [redacted] and we cannot be expected to return over and over again repairing new issues and collecting no moneyIf it was our mistake and we missed it, then extending her the reduced rate was more than fairWhen she started screaming at the Owner of GAP Plumbing and began calling him names, he did tell her she would pay full price for both the shower and the replacement of the angle stopsWe are within our rights to charge full price because she was days outside of the 30-day warranty, and because this was a new problem I have attached the work order from May, and the dispatch log from May for your reviewWe will no longer extend the reduced price to Mrs [redacted] now that this situation has monopolized most of a day of my time to respond to her erroneous complaintSincerely, Teri * [redacted] Tell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
I'm appalled by this company's response. One of the main reason they were called out was for the leak under the kitchen sink amongst other repair. She said I didn't mention that, then why was there a need to rework the piping if there was no leak. I'm an honest person and I pay for all my repairs. They did not have a problem with taking my money. But when I call and say the job was not don't right, now they have a problem. I support small busnisss that's why I call these people I could have easily take my business else where. And what she wrote is deformation of character, I do not use observe language or slanderous word as this lady is trying to accuse me of. I'm a female and I had there two male tech in my home when one call and I ask to speak with the manger from his phone. I spoke with the manger from his phone and told her that it was not fair for them to want to charge me an additinal 150 for that job that I had already paid for. She and the owner proceeded to yell at me telling me that it does not matter if it was thier fault or not that I would have to pay 150 plus part if I wanted to get it fix. I started to cry because this lady was yelling at me and the guy the owner yelling at me and the two other men was standing in my home, and I was there alone at the time, I got scared and ask them to please leave my home. They did. This company's response is a lie and I don't understand how they thing that can get away with what they did and with threatening me. And also now they want to turn around and say that I was rude and yelling. No mam. Your company is very unprofessional. I've done business with many people and never have I seen this type of behavior. This is the reason why many people do not support small businesses. You guys took my complaint and took it to a personal level when your manager threaten me. A bigger corporation would have never allowed this to happen. This is no way to treat customers. I paid for a work that was not done. Want my money back, because I do not trust anyone from this company in my home. You have the receipt to show that I paid. The leak is still under my kitchen sink and you have my money. I want my money back. Very unprofessional I would never do business with these people nor would I ever recommend them. All this could have been avoid. Very dissapointed. I paid for a service that was never completed. I want my money back.
In May, Mrs. [redacted] called in a service call for several items: Tub was draining slow.Leak under sink into the cabinet.Leak behind an access door after new shower head was installed by homeowner.Tub and shower trim was not installed correctly by homeowner. Justin [redacted] was dispatched to...
her home on May 16th. Per his work order he did the following: Provide and install garbage disposal.Reworked plumbing (drain lines) under kitchen sink. Drain lines refer to the outgoing sewer water not the incoming drinking water. I need this distinction understood.Put sealant on shower head threads to stop leak.Installed a hose bib in the back yard. It clearly states on the work order that there is a 30-day warranty on all workmanship. Additionally, Mrs. [redacted] signed the ticket stating that she was satisfied with the completion of the work. On July 17th, a full 61 days after we performed the work, she called back in and complained that we charged her $75.00 to put tape on the shower head and that it was leaking again. She demanded it be warranty work. My assistant explained to her that the warranty was 30 days, and she was a full 30 days beyond the warranty period. She insisted on speaking with me. In reality, I totally agree with what she is saying – according to the ticket we charged her $75 to put tape on the threads of a shower head. That is not what really happened, but that is what the ticket reflects. I know he cleaned the tub drain line for $75 and did the work on the shower for free, but that is not what he wrote, so I would not argue about the warranty. I did tell her however that I could not say if it was – or if it was not warranty, but it was beyond the warranty period, however; I would be happy to send the boys back out there to look at it. We scheduled an appointment for July 18th. Upon arrival, they inspected the shower head and determined the cartridge needed to be changed. I instructed them to change the cartridge, she had to pay for the cartridge but we would give her the labor for free. Although she did not call in the kitchen sink she told them that the leak there had not been fixed as well so they then inspected the kitchen sink. What was leaking was the angle stops (incoming drinking water), not the work on the drains (outgoing sewer water) that we had previously performed. Had the angle stops been leaking 2 months before we would have replaced them. I instructed them that she needed to pay for the labor (at a reduced price since we were already there) and the parts on this since it had nothing to do with the previous work. Mrs. [redacted] became very ballistic and rude, screaming at the top of her lungs at the plumbers and proceeded in name calling. She then called the office and began screaming at the receptionist who ended up passing her along to the owner. She first told the owner that she noticed the leak a few days later and forgot to call us back. She later told the owner that she never opens the sink so there was no way for her to know it was leaking. Her story contradicted itself. Our reasoning in charging her is we have no way to know how often she opens the kitchen sink cabinet. She signed off saying the repairs were done to her satisfaction in May. It clearly states on the work order that she signed that there is a 30-day warranty on workmanship, we repaired drain lines in May – not incoming water lines, I was willing to warranty the labor on the shower head even though we were a full 31 days out of warranty, but she would have to pay for the part, and I would give her a reduced price in labor for changing out the angle stops under the kitchen sink. I feel that we went above board to try and help this customer out, but we have no way of knowing at what point the angle stops started leaking. By her own signature, there was no leak under the kitchen sink when we left her home in May. Even if she did truly discover a leak within a few days, it was still not something we originally repaired although I would have worked out a reduced labor rate (just as I tried to do this time) if we were anywhere near close to the 30 days. She claims he forgot to change them out. Even if he forgot, she was not charged. So, change them out then or change them out now – she still has to pay for the labor. In either case, that monetary amount was the same. She did not pay for angle stops to be replaced, she was not charged for angle stops, and I tried to give her a deal to change them out, she refused. In speaking with Justin after the July trip, I asked him if he explained that she was never charge for this work in May and that we would extend to her the reduced labor rate now. He clearly said that she started screaming the instant she heard she was being charged anything and that he does not know if she clearly understood the deal. In any event, as a company we feel we did everything right by Mrs. [redacted] and we cannot be expected to return over and over again repairing new issues and collecting no money. If it was our mistake and we missed it, then extending her the reduced rate was more than fair. When she started screaming at the Owner of GAP Plumbing and began calling him names, he did tell her she would pay full price for both the shower and the replacement of the angle stops. We are within our rights to charge full price because she was 31 days outside of the 30-day warranty, and because this was a new problem. I have attached the work order from May, and the dispatch log from May for your review. We will no longer extend the reduced price to Mrs. [redacted] now that this situation has monopolized most of a day of my time to respond to her erroneous complaint. Sincerely, Teri *. [redacted] Tell us why here...
In May, Mrs [redacted] called in a service call for several items: Tub was draining slow.Leak under sink into the cabinet.Leak behind an access door after new shower head was installed by homeowner.Tub and shower trim was not installed correctly by homeowner Justin [redacted] was dispatched to her home on May 16thPer his work order he did the following: Provide and install garbage disposal.Reworked plumbing (drain lines) under kitchen sinkDrain lines refer to the outgoing sewer water not the incoming drinking waterI need this distinction understood.Put sealant on shower head threads to stop leak.Installed a hose bib in the back yardIt clearly states on the work order that there is a 30-day warranty on all workmanshipAdditionally, Mrs [redacted] signed the ticket stating that she was satisfied with the completion of the workOn July 17th, a full days after we performed the work, she called back in and complained that we charged her $to put tape on the shower head and that it was leaking againShe demanded it be warranty workMy assistant explained to her that the warranty was days, and she was a full days beyond the warranty periodShe insisted on speaking with meIn reality, I totally agree with what she is saying – according to the ticket we charged her $to put tape on the threads of a shower headThat is not what really happened, but that is what the ticket reflectsI know he cleaned the tub drain line for $and did the work on the shower for free, but that is not what he wrote, so I would not argue about the warrantyI did tell her however that I could not say if it was – or if it was not warranty, but it was beyond the warranty period, however; I would be happy to send the boys back out there to look at itWe scheduled an appointment for July 18th Upon arrival, they inspected the shower head and determined the cartridge needed to be changedI instructed them to change the cartridge, she had to pay for the cartridge but we would give her the labor for freeAlthough she did not call in the kitchen sink she told them that the leak there had not been fixed as well so they then inspected the kitchen sinkWhat was leaking was the angle stops (incoming drinking water), not the work on the drains (outgoing sewer water) that we had previously performedHad the angle stops been leaking months before we would have replaced themI instructed them that she needed to pay for the labor (at a reduced price since we were already there) and the parts on this since it had nothing to do with the previous work Mrs [redacted] became very ballistic and rude, screaming at the top of her lungs at the plumbers and proceeded in name callingShe then called the office and began screaming at the receptionist who ended up passing her along to the ownerShe first told the owner that she noticed the leak a few days later and forgot to call us backShe later told the owner that she never opens the sink so there was no way for her to know it was leakingHer story contradicted itselfOur reasoning in charging her is we have no way to know how often she opens the kitchen sink cabinetShe signed off saying the repairs were done to her satisfaction in MayIt clearly states on the work order that she signed that there is a 30-day warranty on workmanship, we repaired drain lines in May – not incoming water lines, I was willing to warranty the labor on the shower head even though we were a full days out of warranty, but she would have to pay for the part, and I would give her a reduced price in labor for changing out the angle stops under the kitchen sinkI feel that we went above board to try and help this customer out, but we have no way of knowing at what point the angle stops started leakingBy her own signature, there was no leak under the kitchen sink when we left her home in MayEven if she did truly discover a leak within a few days, it was still not something we originally repaired although I would have worked out a reduced labor rate (just as I tried to do this time) if we were anywhere near close to the daysShe claims he forgot to change them outEven if he forgot, she was not chargedSo, change them out then or change them out now – she still has to pay for the laborIn either case, that monetary amount was the sameShe did not pay for angle stops to be replaced, she was not charged for angle stops, and I tried to give her a deal to change them out, she refused In speaking with Justin after the July trip, I asked him if he explained that she was never charge for this work in May and that we would extend to her the reduced labor rate nowHe clearly said that she started screaming the instant she heard she was being charged anything and that he does not know if she clearly understood the dealIn any event, as a company we feel we did everything right by Mrs [redacted] and we cannot be expected to return over and over again repairing new issues and collecting no moneyIf it was our mistake and we missed it, then extending her the reduced rate was more than fairWhen she started screaming at the Owner of GAP Plumbing and began calling him names, he did tell her she would pay full price for both the shower and the replacement of the angle stopsWe are within our rights to charge full price because she was days outside of the 30-day warranty, and because this was a new problem I have attached the work order from May, and the dispatch log from May for your reviewWe will no longer extend the reduced price to Mrs [redacted] now that this situation has monopolized most of a day of my time to respond to her erroneous complaintSincerely, Teri * [redacted] Tell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
I'm appalled by this company's response. One of the main reason they were called out was for the leak under the kitchen sink amongst other repair. She said I didn't mention that, then why was there a need to rework the piping if there was no leak. I'm an honest person and I pay for all my repairs. They did not have a problem with taking my money. But when I call and say the job was not don't right, now they have a problem. I support small busnisss that's why I call these people I could have easily take my business else where. And what she wrote is deformation of character, I do not use observe language or slanderous word as this lady is trying to accuse me of. I'm a female and I had there two male tech in my home when one call and I ask to speak with the manger from his phone. I spoke with the manger from his phone and told her that it was not fair for them to want to charge me an additinal 150 for that job that I had already paid for. She and the owner proceeded to yell at me telling me that it does not matter if it was thier fault or not that I would have to pay 150 plus part if I wanted to get it fix. I started to cry because this lady was yelling at me and the guy the owner yelling at me and the two other men was standing in my home, and I was there alone at the time, I got scared and ask them to please leave my home. They did. This company's response is a lie and I don't understand how they thing that can get away with what they did and with threatening me. And also now they want to turn around and say that I was rude and yelling. No mam. Your company is very unprofessional. I've done business with many people and never have I seen this type of behavior. This is the reason why many people do not support small businesses. You guys took my complaint and took it to a personal level when your manager threaten me. A bigger corporation would have never allowed this to happen. This is no way to treat customers. I paid for a work that was not done. Want my money back, because I do not trust anyone from this company in my home. You have the receipt to show that I paid. The leak is still under my kitchen sink and you have my money. I want my money back. Very unprofessional I would never do business with these people nor would I ever recommend them. All this could have been avoid. Very dissapointed. I paid for a service that was never completed. I want my money back.
In May, Mrs. [redacted] called in a service call for several items: Tub was draining slow.Leak under sink into the cabinet.Leak behind an access door after new shower head was installed by homeowner.Tub and shower trim was not installed correctly by homeowner. Justin [redacted] was dispatched to...
her home on May 16th. Per his work order he did the following: Provide and install garbage disposal.Reworked plumbing (drain lines) under kitchen sink. Drain lines refer to the outgoing sewer water not the incoming drinking water. I need this distinction understood.Put sealant on shower head threads to stop leak.Installed a hose bib in the back yard. It clearly states on the work order that there is a 30-day warranty on all workmanship. Additionally, Mrs. [redacted] signed the ticket stating that she was satisfied with the completion of the work. On July 17th, a full 61 days after we performed the work, she called back in and complained that we charged her $75.00 to put tape on the shower head and that it was leaking again. She demanded it be warranty work. My assistant explained to her that the warranty was 30 days, and she was a full 30 days beyond the warranty period. She insisted on speaking with me. In reality, I totally agree with what she is saying – according to the ticket we charged her $75 to put tape on the threads of a shower head. That is not what really happened, but that is what the ticket reflects. I know he cleaned the tub drain line for $75 and did the work on the shower for free, but that is not what he wrote, so I would not argue about the warranty. I did tell her however that I could not say if it was – or if it was not warranty, but it was beyond the warranty period, however; I would be happy to send the boys back out there to look at it. We scheduled an appointment for July 18th. Upon arrival, they inspected the shower head and determined the cartridge needed to be changed. I instructed them to change the cartridge, she had to pay for the cartridge but we would give her the labor for free. Although she did not call in the kitchen sink she told them that the leak there had not been fixed as well so they then inspected the kitchen sink. What was leaking was the angle stops (incoming drinking water), not the work on the drains (outgoing sewer water) that we had previously performed. Had the angle stops been leaking 2 months before we would have replaced them. I instructed them that she needed to pay for the labor (at a reduced price since we were already there) and the parts on this since it had nothing to do with the previous work. Mrs. [redacted] became very ballistic and rude, screaming at the top of her lungs at the plumbers and proceeded in name calling. She then called the office and began screaming at the receptionist who ended up passing her along to the owner. She first told the owner that she noticed the leak a few days later and forgot to call us back. She later told the owner that she never opens the sink so there was no way for her to know it was leaking. Her story contradicted itself. Our reasoning in charging her is we have no way to know how often she opens the kitchen sink cabinet. She signed off saying the repairs were done to her satisfaction in May. It clearly states on the work order that she signed that there is a 30-day warranty on workmanship, we repaired drain lines in May – not incoming water lines, I was willing to warranty the labor on the shower head even though we were a full 31 days out of warranty, but she would have to pay for the part, and I would give her a reduced price in labor for changing out the angle stops under the kitchen sink. I feel that we went above board to try and help this customer out, but we have no way of knowing at what point the angle stops started leaking. By her own signature, there was no leak under the kitchen sink when we left her home in May. Even if she did truly discover a leak within a few days, it was still not something we originally repaired although I would have worked out a reduced labor rate (just as I tried to do this time) if we were anywhere near close to the 30 days. She claims he forgot to change them out. Even if he forgot, she was not charged. So, change them out then or change them out now – she still has to pay for the labor. In either case, that monetary amount was the same. She did not pay for angle stops to be replaced, she was not charged for angle stops, and I tried to give her a deal to change them out, she refused. In speaking with Justin after the July trip, I asked him if he explained that she was never charge for this work in May and that we would extend to her the reduced labor rate now. He clearly said that she started screaming the instant she heard she was being charged anything and that he does not know if she clearly understood the deal. In any event, as a company we feel we did everything right by Mrs. [redacted] and we cannot be expected to return over and over again repairing new issues and collecting no money. If it was our mistake and we missed it, then extending her the reduced rate was more than fair. When she started screaming at the Owner of GAP Plumbing and began calling him names, he did tell her she would pay full price for both the shower and the replacement of the angle stops. We are within our rights to charge full price because she was 31 days outside of the 30-day warranty, and because this was a new problem. I have attached the work order from May, and the dispatch log from May for your review. We will no longer extend the reduced price to Mrs. [redacted] now that this situation has monopolized most of a day of my time to respond to her erroneous complaint. Sincerely, Teri *. [redacted] Tell us why here...