Bishop Plumbing

Complaint: I am rejecting this response because: I know I tried calling earlier than what they are sayingAnd I was not quoted any reduced feeAnd I was told over the phone, before a technician came out, that it would be no chargeThen when he arrived, he wanted to collect a fee just for coming out Sincerely, Fred [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ Contact Name and Title: Kristina [redacted] /Op Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @BISHOPPLUMBING.COM On the morning of July 15th, Mr [redacted] called our office to schedule a service call because there was a toilet leaking into the basementOur office scheduled his appointment for that afternoon At that time it was explained to the customer that there was a $dispatch fee to have our technician come to the homeOnce on site he would do a visual inspection to determine what work needed to be performed and would then quote a price to complete that work and that the price quoted would be in addition to the $dispatch feeMr [redacted] agreed to this pricing policies and proceeded to schedule the service Unfortunately, there were various emergencies that morning and our technicians were tied up on their jobsOur dispatcher, [redacted] , called Mr [redacted] and rescheduled the service call to the following morningDue to the inconvenience of him having to wait until the next morning, Denise also offered to waive the dispatch fee if the customer went ahead with the quoted work The following day, our technician, ***, arrived at Mr [redacted] 's home and inspected the problem areaUpon his evaluation he quoted Mr [redacted] 's tenant (who was on site) a price of $to perform the necessary workHis tenant called him and he declined having the work performed at that price [redacted] was able to call the office and get a price reduction as an "introductory offer" of $since Mr [redacted] was a new customerMr [redacted] still declined having the work performed and also declined paying the dispatch fee He then called our office and spoke to [redacted] and stated that she promised him that we would waive the dispatch fee the day before when she called him to reschedule him [redacted] explained to him that she offered to waive the dispatch fee IF he went with the quoted work We have since mailed Mr [redacted] an invoice for $as we feel that we are entitled to that dispatch fee since Mr [redacted] declined having any work performed Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was specifically told that as a result of my appointment being rescheduled Bishop Plumbing would waive the dispatch feeThere was never a single mention that work would need to be performed as a prerequisite to the dispatch fee being waived Since Bishop Plumbing straightforwardly stated the dispatch fee would be waived because they had to reschedule my appointment, they are now clearly attempting to renege on their agreement; and I am not responsible for that fee Final Business Response / [redacted] (4000, 9, 2015/07/27) */ Contact Name and Title: [redacted] /Op Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bishopplumbing.com It is NEVER Bishop Plumbing's policy to waive a dispatch fee UNLESS work is authorized to be completedIf a customer declines having work performed for whatever reason, the dispatch fee is always collected

On July 17, 2015, Bishop Plumbing performed a minor faucet rebuild as well as install a new shower hear with sprayer and install new Moen shower valve trim On November 12, 2015, Mr [redacted] called our office and stated that the faucet know was loose It was well past the day labor warranty that Bishop Plumbing provides However, our customer service representative explained to Mr [redacted] that we would come out and take a look at it and if it had to do with our work we would honor the labor warranty, but if it was anything else that wasn't within the scope of the work we performed on July 17th it would be chargeable Mr [redacted] agreed and scheduled the appointment for Saturday, November 14th At NO time during this phone conversation did Mr [redacted] inform our customer service representative that he had called a month before and never received a call back.On November 14, 2015, our technician arrived at Mr [redacted] 's home and did not visually see any problem with the faucet knob The technician pointed out to Mr [redacted] that everything looked fine with the faucet knob It was at that time that Mr [redacted] stated that he had worked on the faucet himself but felt it was going to malfunction again Our technician explained to Mr [redacted] that the warranty is normally null and void when anyone other than Bishop Plumbing touches the faucet The technician explained that he could take apart the faucet to make sure that everything was ok but since it appeared to be working at that time and since Mr [redacted] had already admitted to working on the faucet himself we would need to charge a diagnostic fee to do so A reduced diagnostic fee of $was quoted to Mr [redacted] It was at THIS time that Mr [redacted] claimed that he had no choice but to work on the faucet himself because he had called the office a month earlier and that no one had called him back Mr [redacted] did not want to have our technician perform the diagnostic and our technician left the home without even collected the $dispatch fee.Later that afternoon Mr [redacted] called our office to complain about the diagnostic fee He also claimed that the faucet was under a five yearBishop Plumbing DID NOT install a new faucet for Mr [redacted] so there was not a five year warranty with us on it On Monday, November 16th, Denise called Mr [redacted] backDenise explained that the technician that was out could not physically see a problem with the faucet Denise explained to Mr [redacted] that we could send a technician back out and still honor the reduced rate of $to disassemble and reassemble the product to make sure it was proper Mr [redacted] declined and stated that he would continue to tighten up the faucet himselfThat was the last we heard from Mr [redacted] .I would like to point out that when placing the original call on November 12th to our office, Mr [redacted] DID NOT mention that he had tried to contact us to no avail a month earlierIn fact, he did not ask us about the warranty at all After our customer service representative pulled and reviewed the paperwork from the original service call, she called Mr [redacted] back and informed him that the labor warranty was days but that we would extend the labor warranty if we found that an improper repair was made originally Also, Mr [redacted] claims to have called our answering service on a Saturday afternoon (our office generally closes at 12:00pm on Saturday) However, ALL calls that come into Bishop Plumbing to our answering service are recorded We have searched through the call logs from July 17th all the way up to November 12th and there was never a message from Mr [redacted] It appears that Mr [redacted] decided to work on the faucet himself and when he felt it wasn't repaired properly he called us When our technician couldn't find a problem, Mr [redacted] then admitted to having worked on it himself When Mr [redacted] found out that the warranty was null and void due to this, he THEN made the claim that he had no choice but to work on the faucet himself since Bishop Plumbing wouldn't return his phone calls.Regardless, we have tried to make good on this to Mr [redacted] , even offering a very reduced rate after finding out he worked on the faucet himself We will still honor the reduced offer of $to take apart the faucet and reassemble it If Mr [redacted] would like us to do that he can make those arrangements by calling Bishop Plumbing's office and scheduling an appointment