Initial Business Response / [redacted] (1000, 10, 2015/09/04) */ Received business response via email on 9/4/15: First, I apologize to Mr [redacted] for not getting a $check out to him soonerIt will go out today to the address on recordThis was an un-intended oversight on our part I do want to comment however on some of his assertions in the complaintWe charge a $service call fee to come out to the houseThis is NOT a repair chargeThis was explained to Mr [redacted] on the initial phone callAlso, we do not do "band aid" work or work that we cannot guaranteeWe will recommend and do work that solves the problemWe provide a guarantee for our workHis assumption that we mis-diagnosed the problem is an opinion, not a statement of factJust because he got the water heater working temporarily (by squeezing the plunger with a pair of pliers) does not mean it was fixed or it is safeFor liability reasons we must comply with professional standards of work and we don't do "jury-rigged" solutions The $1,quote for a new water heater was actually $1,His comparison to a water heater in Phoenix, AZ underscores a lack of knowledge of California requirements for water heatersCalifornia water heaters must conform to Title requirements for energy efficiency which adds cost to the water not found outside CaliforniaIn addition, water heaters installed in the Bay Area counties (including Sonoma County) must also comply with air pollution requirements by being "low-nox"These water heaters are significantly more expensive and it is illegal to install a non-conforming water heaterThe codes are also different between Phoenix and Sonoma County i.eearthquake straps etcOur price for a new water heater of $1,is lower than many of our competitors and very price competitiveIf he checked around he would realize thisHis comments about our pricing are unfounded By refunding Mr [redacted] his $I consider this matter closed [redacted] Bragg Plumbing & Heating Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Revdex.com, Had the rational and logical explanation that Mr [redacted] supplied above been given during our phone conversation, in a reasonable context, I would never have contacted you in the first placeI can appreciate the regulations, pressures and financial pitfalls of running a small business and, of course we all know, the customer is not always rightYet, successful customer service is probably best handled in a non-confrontational mannerAt this point, I consider the matter satisfactorily resolved and now have a better sense Mr ***'s perspectiveI hope he has a better sense of his customer's as well, particularly when it comes to the lack of hot water Respectfully, [redacted] ***
Initial Business Response /* (1000, 10, 2015/09/04) */
Received business response via email on 9/4/15:
First, I apologize to Mr. [redacted] for not getting a $49 check out to him sooner. It will go out today to the address on record. This was an un-intended oversight on our part.
I do want to...
comment however on some of his assertions in the complaint. We charge a $49 service call fee to come out to the house. This is NOT a repair charge. This was explained to Mr. [redacted] on the initial phone call. Also, we do not do "band aid" work or work that we cannot guarantee. We will recommend and do work that solves the problem. We provide a guarantee for our work. His assumption that we mis-diagnosed the problem is an opinion, not a statement of fact. Just because he got the water heater working temporarily (by squeezing the plunger with a pair of pliers) does not mean it was fixed or it is safe. For liability reasons we must comply with professional standards of work and we don't do "jury-rigged" solutions.
The $1,900 quote for a new water heater was actually $1,850.00. His comparison to a water heater in Phoenix, AZ underscores a lack of knowledge of California requirements for water heaters. California water heaters must conform to Title 24 requirements for energy efficiency which adds cost to the water not found outside California. In addition, water heaters installed in the 9 Bay Area counties (including Sonoma County) must also comply with air pollution requirements by being "low-nox". These water heaters are significantly more expensive and it is illegal to install a non-conforming water heater. The codes are also different between Phoenix and Sonoma County i.e. earthquake straps etc. Our price for a new water heater of $1,850 is lower than many of our competitors and very price competitive. If he checked around he would realize this. His comments about our pricing are unfounded.
By refunding Mr. [redacted] his $49 I consider this matter closed.
[redacted]
Bragg Plumbing & Heating
Initial Consumer Rebuttal /* (2000, 12, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com,
Had the rational and logical explanation that Mr. [redacted] supplied above been given during our phone conversation, in a reasonable context, I would never have contacted you in the first place. I can appreciate the regulations, pressures and financial pitfalls of running a small business and, of course we all know, the customer is not always right. Yet, successful customer service is probably best handled in a non-confrontational manner. At this point, I consider the matter satisfactorily resolved and now have a better sense Mr [redacted]'s perspective. I hope he has a better sense of his customer's as well, particularly when it comes to the lack of hot water.
Respectfully,
[redacted]
Initial Business Response / [redacted] (1000, 10, 2015/09/04) */ Received business response via email on 9/4/15: First, I apologize to Mr [redacted] for not getting a $check out to him soonerIt will go out today to the address on recordThis was an un-intended oversight on our part I do want to comment however on some of his assertions in the complaintWe charge a $service call fee to come out to the houseThis is NOT a repair chargeThis was explained to Mr [redacted] on the initial phone callAlso, we do not do "band aid" work or work that we cannot guaranteeWe will recommend and do work that solves the problemWe provide a guarantee for our workHis assumption that we mis-diagnosed the problem is an opinion, not a statement of factJust because he got the water heater working temporarily (by squeezing the plunger with a pair of pliers) does not mean it was fixed or it is safeFor liability reasons we must comply with professional standards of work and we don't do "jury-rigged" solutions The $1,quote for a new water heater was actually $1,His comparison to a water heater in Phoenix, AZ underscores a lack of knowledge of California requirements for water heatersCalifornia water heaters must conform to Title requirements for energy efficiency which adds cost to the water not found outside CaliforniaIn addition, water heaters installed in the Bay Area counties (including Sonoma County) must also comply with air pollution requirements by being "low-nox"These water heaters are significantly more expensive and it is illegal to install a non-conforming water heaterThe codes are also different between Phoenix and Sonoma County i.eearthquake straps etcOur price for a new water heater of $1,is lower than many of our competitors and very price competitiveIf he checked around he would realize thisHis comments about our pricing are unfounded By refunding Mr [redacted] his $I consider this matter closed [redacted] Bragg Plumbing & Heating Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Revdex.com, Had the rational and logical explanation that Mr [redacted] supplied above been given during our phone conversation, in a reasonable context, I would never have contacted you in the first placeI can appreciate the regulations, pressures and financial pitfalls of running a small business and, of course we all know, the customer is not always rightYet, successful customer service is probably best handled in a non-confrontational mannerAt this point, I consider the matter satisfactorily resolved and now have a better sense Mr ***'s perspectiveI hope he has a better sense of his customer's as well, particularly when it comes to the lack of hot water Respectfully, [redacted] ***
Initial Business Response /* (1000, 10, 2015/09/04) */
Received business response via email on 9/4/15:
First, I apologize to Mr. [redacted] for not getting a $49 check out to him sooner. It will go out today to the address on record. This was an un-intended oversight on our part.
I do want to...
comment however on some of his assertions in the complaint. We charge a $49 service call fee to come out to the house. This is NOT a repair charge. This was explained to Mr. [redacted] on the initial phone call. Also, we do not do "band aid" work or work that we cannot guarantee. We will recommend and do work that solves the problem. We provide a guarantee for our work. His assumption that we mis-diagnosed the problem is an opinion, not a statement of fact. Just because he got the water heater working temporarily (by squeezing the plunger with a pair of pliers) does not mean it was fixed or it is safe. For liability reasons we must comply with professional standards of work and we don't do "jury-rigged" solutions.
The $1,900 quote for a new water heater was actually $1,850.00. His comparison to a water heater in Phoenix, AZ underscores a lack of knowledge of California requirements for water heaters. California water heaters must conform to Title 24 requirements for energy efficiency which adds cost to the water not found outside California. In addition, water heaters installed in the 9 Bay Area counties (including Sonoma County) must also comply with air pollution requirements by being "low-nox". These water heaters are significantly more expensive and it is illegal to install a non-conforming water heater. The codes are also different between Phoenix and Sonoma County i.e. earthquake straps etc. Our price for a new water heater of $1,850 is lower than many of our competitors and very price competitive. If he checked around he would realize this. His comments about our pricing are unfounded.
By refunding Mr. [redacted] his $49 I consider this matter closed.
[redacted]
Bragg Plumbing & Heating
Initial Consumer Rebuttal /* (2000, 12, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com,
Had the rational and logical explanation that Mr. [redacted] supplied above been given during our phone conversation, in a reasonable context, I would never have contacted you in the first place. I can appreciate the regulations, pressures and financial pitfalls of running a small business and, of course we all know, the customer is not always right. Yet, successful customer service is probably best handled in a non-confrontational manner. At this point, I consider the matter satisfactorily resolved and now have a better sense Mr [redacted]'s perspective. I hope he has a better sense of his customer's as well, particularly when it comes to the lack of hot water.
Respectfully,
[redacted]