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Initial Business Response / [redacted] (1000, 11, 2015/08/10) */ Contact Name and Title: Janet [redacted] Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @comcast.net Customer called our office with a service request to install toilets and kitchen sink faucetShe was given an estimate of 4- hours to complete the installations barring no complications Customer lives in a trailer that has particle board subflooringWhen our technician began the toilet installation, he found the particle board around the toilet wet, spongy, and rottedThe toilet was not sitting level but was partially sinking to one sideHe alerted the customer to the subfloor's condition and recommended that the linoleum be pulled back, and any rotted particle board pulled out and replacedHe explained to the customer that if we replaced the subfloor, we could guarantee our workIf she chose not to replace the floor, it would not support the toilet and we could not guarantee against leaksShe chose against his recommendation to replace the particle board floor and told him to install the toiletHe shimmed the toilet and used a jumbo wax ring rather than the standard wax ring that came with the toilet hoping to minimize the chance of leaksUpon completion of the job, the technician noted on the invoice "no leak guarantee" to document this issueThe customer signed this invoice acknowledging a satisfactory completion of the work and understanding of the no leak guarantee related to the subfloor's conditionThe customer was billed for hours We received a call from the customer stating that her toilet was now loose and leaningShe said there was water on the floor and thought it was a leaky wax sealWe sent our operations manager to the home to assess the situationHe talked to the customer then spoke to the technician who completed the workHe also referred to the invoice for documentation of the initial workWe called the customer back to review the work, the subflooring problem, and the inability to guarantee no leaksShe wants us to fix the floor at no chargeWe wanted to try to help her out and offer 15% off labor and waive our service fee trying to help minimize the expense OFFER: offer 15% off labor and waive our service fee Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, when the toilet was replaced, the floor was not spongy, etcas they claimThe toilet was leaning, but both the technician and I were pleasantly surprised that it was not due to the floor being badHe called me into the bathroom to show me thatI also have other people that can verify the condition of the floorHe never said anything like they are claiming! Once he took off the toilet, he only stated that where the pipe came into the trailer it was installed slightly crooked originally and that is why the old toilet was leaningWhile he did say that the floor may have to be replaced EVENTUALLY, he did not mention any of the above like they claimHe did put shims under the new toilet just so it would be more level due to that crooked pipeHe also told me that he used the wax ring he had in his truck because it was better than the one I purchasedI trusted him on thisMy original toilet, while leaning, was not leaking and the floor was okNow, in less then a year, this new toilet has leaked probably from the seal and because he used sealant on the bottom of it, the leak was forced to go below the toilet and has rotted the floorI was not aware of the leak initiallyThe second technician stated this to meThe original technician told me he wanted to use the sealant to make it LOOK BETTER as the toilet was sitting a little above the floor after he used the shimsHe also told me it would help prevent leaks but never told me that it could cause this problemAgain, I trusted his judgmentAs for the estimated time, I was told over the phone that it would take approxhours to change toilet so the total would be approxhours for my two! It turned out to take twice that longNow I cannot even use this new toilet and am sorry I even had this company replace the old oneLike I said, while it was leaning, it did not leak and did not feel like it would fall thru the floorThat is exactly what I am afraid this one will doMy other toilet they replaced seems fine, but that one has been used little in the past year as it is in a spare bathroomIf I have to pay somebody to fix this, it sure will not be this company! Why would I pay them again? The original technician replaced things for me and of them have leaked! One within weeks of installationThat was the kitchen faucetMy kitchen sustained some water damage from that, too, but I decided to let that goThe situation in my bathroom is dire, howeverMight I say that the original technician had only bad things to say about mobile homes in general and how they are plumbedI believe he had prejudice toward mobile homes and maybe people who live in them Final Business Response / [redacted] (4030, 18, 2015/08/20) */ As stated before, the subfloor was found to be wet and rotted when the technician pulled the old toiletThe customer chose against the technician's recommendation to pull the linoleum back and remove any rotted subfloorThe technician documented a no leak guarantee on the invoice which the customer signedWe offer 15% off labor and will waive the service fee to repair the floorThis offer is good until 8/27/

Initial Business Response /* (1000, 11, 2015/08/10) */
Contact Name and Title: Janet [redacted] Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@comcast.net
Customer called our office with a service request to install 2 toilets and kitchen sink faucet. She was given an estimate of 4-5...

hours to complete the installations barring no complications.
Customer lives in a trailer that has particle board subflooring. When our technician began the toilet installation, he found the particle board around the toilet wet, spongy, and rotted. The toilet was not sitting level but was partially sinking to one side. He alerted the customer to the subfloor's condition and recommended that the linoleum be pulled back, and any rotted particle board pulled out and replaced. He explained to the customer that if we replaced the subfloor, we could guarantee our work. If she chose not to replace the floor, it would not support the toilet and we could not guarantee against leaks. She chose against his recommendation to replace the particle board floor and told him to install the toilet. He shimmed the toilet and used a jumbo wax ring rather than the standard wax ring that came with the toilet hoping to minimize the chance of leaks. Upon completion of the job, the technician noted on the invoice "no leak guarantee" to document this issue. The customer signed this invoice acknowledging a satisfactory completion of the work and understanding of the no leak guarantee related to the subfloor's condition. The customer was billed for 6.5 hours.
We received a call from the customer stating that her toilet was now loose and leaning. She said there was water on the floor and thought it was a leaky wax seal. We sent our operations manager to the home to assess the situation. He talked to the customer then spoke to the technician who completed the work. He also referred to the invoice for documentation of the initial work. We called the customer back to review the work, the subflooring problem, and the inability to guarantee no leaks. She wants us to fix the floor at no charge. We wanted to try to help her out and offer 15% off labor and waive our service fee trying to help minimize the expense.
OFFER:
offer 15% off labor and waive our service fee
Initial Consumer Rebuttal /* (3000, 14, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, when the toilet was replaced, the floor was not spongy, etc. as they claim. The toilet was leaning, but both the technician and I were pleasantly surprised that it was not due to the floor being bad. He called me into the bathroom to show me that. I also have other people that can verify the condition of the floor. He never said anything like they are claiming! Once he took off the toilet, he only stated that where the pipe came into the trailer it was installed slightly crooked originally and that is why the old toilet was leaning. While he did say that the floor may have to be replaced EVENTUALLY, he did not mention any of the above like they claim. He did put shims under the new toilet just so it would be more level due to that crooked pipe. He also told me that he used the wax ring he had in his truck because it was better than the one I purchased. I trusted him on this. My original toilet, while leaning, was not leaking and the floor was ok. Now, in less then a year, this new toilet has leaked probably from the seal and because he used sealant on the bottom of it, the leak was forced to go below the toilet and has rotted the floor. I was not aware of the leak initially. The second technician stated this to me. The original technician told me he wanted to use the sealant to make it LOOK BETTER as the toilet was sitting a little above the floor after he used the shims. He also told me it would help prevent leaks but never told me that it could cause this problem. Again, I trusted his judgment. As for the estimated time, I was told over the phone that it would take approx. 1.5 hours to change 1 toilet so the total would be approx. 3 hours for my two! It turned out to take twice that long. Now I cannot even use this new toilet and am sorry I even had this company replace the old one. Like I said, while it was leaning, it did not leak and did not feel like it would fall thru the floor. That is exactly what I am afraid this one will do. My other toilet they replaced seems fine, but that one has been used little in the past year as it is in a spare bathroom. If I have to pay somebody to fix this, it sure will not be this company! Why would I pay them again? The original technician replaced 3 things for me and 2 of them have leaked! One within weeks of installation. That was the kitchen faucet. My kitchen sustained some water damage from that, too, but I decided to let that go. The situation in my bathroom is dire, however. Might I say that the original technician had only bad things to say about mobile homes in general and how they are plumbed. I believe he had prejudice toward mobile homes and maybe people who live in them.
Final Business Response /* (4030, 18, 2015/08/20) */
As stated before, the subfloor was found to be wet and rotted when the technician pulled the old toilet. The customer chose against the technician's recommendation to pull the linoleum back and remove any rotted subfloor. The technician documented a no leak guarantee on the invoice which the customer signed. We offer 15% off labor and will waive the service fee to repair the floor. This offer is good until 8/27/15.