Brilliant Services, LLC

We have thoroughly researched this complaint Our plumber reports that upon his first visit he informed the client the faucet cartridge could not removed In an effort to get her up and running he offered to come back that evening, after hours, if she could purchase a faucet that dayHe gave her his phone number and asked her to call him once she had purchased the faucet He reports that she called that Saturday, expecting him to install it that same day Unfortunately, he was not able to do it on short notice on a weekend Our plumber also let us know that he advised the client that her water line would not be able to reconnected as it was not to code He said he asked her if could repair it to code and that she declined He advised her that the way it was plumbed, it would leak and that it was connected "illegally" She did not want it fixed "It had to be fixed if I was going to replace the faucet, as it would be required by code to do so."As a policy, we do not set specific appointment times Because of the nature of repair work, we never know how long or involved an appointment might become When our plumber is at a service call, we definitely want him to stay at the call until the job is completeThis may mean the next client's arrival time is later than the beginning of the window arrival they were given That said, however, it appears, that our plumber did not let us know he was running late and [redacted] had to call us This is definitely not the way it should be I would like to say that it's terribly difficult to keep everyone happy in a situation where a client is taking time off from work Because of this, we try very hard to encourage our clients to allow us to schedule them for the "first in the morning" times This way, they don't need to leave work to come home and our service provider has them on his list first thingIn our research, we found that the original plumber did miss one of his appointments with the client We have terminated him as a subcontractor We also found that our salesman did not keep good enough tabs on this job We assign specific salesmen to each job and it is their job to know what's going on with the job each day and touch base with the client We have revisited this policy and it is crystal clear to our team members, that it is their duty to stay in contact with their clientsRegarding the invoice, when we received the invoice from our subcontractor, we immediately invoiced the client She called several times demanding a discount and an itemized bill We split apart the ice maker termination from the sink faucet install, and re sent her invoice ***, the salesperson, spoke with her several times, explaining that the plumber billed us per the job and we had broken the bill down into an itemization as far as we couldShe insisted that we give her an hourly break down and an itemized list of materials Often, plumbers do not bill by hour, instead using pricebook pricing for these types of jobs This is how this plumber bills jobs of this nature We do not have an hourly breakdown to give her.We are very sorry that we did not stay right on top of this job However, we do return all calls the same or next business day, we have a full time office manager, who is here M-F, 8-and answers all calls by the second ring when possible We do have lines, so if a message is left, it's returned promptly If messages are left over the weekend, they are returned the next business day

We have thoroughly researched this complaint? Our plumber reports that upon his first visit he informed the client the faucet cartridge could not removed? In an effort to get her up and running he offered to come back that evening, after hours, if she could purchase a faucet that dayHe gave her his phone number and asked her to call him once she had purchased the faucet? He reports that she called that Saturday, expecting him to install it that same day? Unfortunately, he was not able to do it on short notice on a weekend? ? Our plumber also let us know that he advised the client that her water line would not be able to reconnected as it was not to code? He said he asked her if could repair it to code and that she declined? He advised her that the way it was plumbed, it would leak and that it was connected "illegally"? She did not want it fixed? "It had to be fixed if I was going to replace the faucet, as it would be required by code to do so."As a policy, we do not set specific appointment times? Because of the nature of repair work, we never know how long or involved an appointment might become? When our plumber is at a service call, we definitely want him to stay at the call until the job is completeThis may mean the next client's arrival time is later than the beginning of the window arrival they were given? That said, however, it appears, that our plumber did not let us know he was running late and [redacted] had to call us? This is definitely not the way it should be? I would like to say that it's terribly difficult to keep everyone happy in a situation where a client is taking time off from work? Because of this, we try very hard to encourage our clients to allow us to schedule them for the "first in the morning" times? This way, they don't need to leave work to come home and our service provider has them on his list first thing.? In our research, we found that the original plumber did miss one of his appointments with the client? We have terminated him as a subcontractor? We also found that our salesman did not keep good enough tabs on this job? We assign specific salesmen to each job and it is their job to know what's going on with the job each day and touch base with the client? We have revisited this policy and it is crystal clear to our team members, that it is their duty to stay in contact with their clients.? Regarding the invoice, when we received the invoice from our subcontractor, we immediately invoiced the client? She called several times demanding a discount and an itemized bill.? We split apart the ice maker termination from the sink faucet install, and re sent her invoice.? ? ***, the salesperson,? spoke with her several times, explaining that the plumber billed us per the job and we had broken the bill down into an itemization as far as we couldShe insisted that we give her an hourly break down and an itemized list of materials? Often, plumbers do not bill by hour, instead using pricebook pricing for these types of jobs? This is how this plumber bills jobs of this nature? We do not have an hourly breakdown to give her.We are very sorry that we did not stay right on top of this job? However, we do return all calls the same or next business day, we have a full time office manager, who is here M-F, 8-and answers all calls by the second ring when possible? We do have lines, so if a message is left, it's returned promptly? If messages are left over the weekend, they are returned the next business day?

We have contacted this client She is very frustrated because the company that she purchased the shower pan from warranted an issue with the pan but refused to warrant another issue When we spoke to her immediately after being notified of this complaint, she said she was very sorry for
filing it; and she was just frustrated with *** *** We installed the pan, but it came chipped and cracked from the supplier At this point, her salesman, ***, is working with her to get the chip repaired through either *** *** or the manufacturer Even if they don't come through, we will help her get it repaired We in no way intended to leave her hanging The last time we heard from the client, she was contacting the manufacturer for the warranty repair We had not heard that it didn't go as expected until we saw this complaint We do not know if the client intends to remove this complaint, but don't expect her to make a decision until we can fully help her navigate her warranty

We have thoroughly researched this complaint? Our plumber reports that upon his first visit he informed the client the faucet cartridge could not removed? In an effort to get her up and running he offered to come back that evening, after hours, if she could purchase a faucet that dayHe
gave her his phone number and asked her to call him once she had purchased the faucet? He reports that she called that Saturday, expecting him to install it that same day? Unfortunately, he was not able to do it on short notice on a weekend? ? Our plumber also let us know that he advised the client that her water line would not be able to reconnected as it was not to code? He said he asked her if could repair it to code and that she declined? He advised her that the way it was plumbed, it would leak and that it was connected "illegally"? She did not want it fixed? "It had to be fixed if I was going to replace the faucet, as it would be required by code to do so."As a policy, we do not set specific appointment times? Because of the nature of repair work, we never know how long or involved an appointment might become? When our plumber is at a service call, we definitely want him to stay at the call until the job is completeThis may mean the next client's arrival time is later than the beginning of the window arrival they were given? That said, however, it appears, that our plumber did not let us know he was running late and [redacted] had to call us? This is definitely not the way it should be? I would like to say that it's terribly difficult to keep everyone happy in a situation where a client is taking time off from work? Because of this, we try very hard to encourage our clients to allow us to schedule them for the "first in the morning" times? This way, they don't need to leave work to come home and our service provider has them on his list first thing.? In our research, we found that the original plumber did miss one of his appointments with the client? We have terminated him as a subcontractor? We also found that our salesman did not keep good enough tabs on this job? We assign specific salesmen to each job and it is their job to know what's going on with the job each day and touch base with the client? We have revisited this policy and it is crystal clear to our team members, that it is their duty to stay in contact with their clients.? Regarding the invoice, when we received the invoice from our subcontractor, we immediately invoiced the client? She called several times demanding a discount and an itemized bill.? We split apart the ice maker termination from the sink faucet install, and re sent her invoice.? ? [redacted], the salesperson,? spoke with her several times, explaining that the plumber billed us per the job and we had broken the bill down into an itemization as far as we couldShe insisted that we give her an hourly break down and an itemized list of materials? Often, plumbers do not bill by hour, instead using pricebook pricing for these types of jobs? This is how this plumber bills jobs of this nature? We do not have an hourly breakdown to give her.We are very sorry that we did not stay right on top of this job? However, we do return all calls the same or next business day, we have a full time office manager, who is here M-F, 8-and answers all calls by the second ring when possible? We do have lines, so if a message is left, it's returned promptly? If messages are left over the weekend, they are returned the next business day?

We have contacted this client? She is very frustrated because the company that she purchased the shower pan from warranted an issue with the pan but refused to warrant another issue? When we spoke to her immediately after being notified of this complaint, she said she was very sorry for
filing it; and she was just frustrated with [redacted]? We installed the pan, but it came chipped and cracked from the supplier? At this point, her salesman, [redacted], is working with her to get the chip repaired through either [redacted] or the manufacturer? Even if they don't come through, we will help her get it repaired? We in no way intended to leave her hanging? The last time we heard from the client, she was contacting the manufacturer for the warranty repair? We had not heard that it didn't go as expected until we saw this complaint? We do not know if the client intends to remove this complaint, but don't expect her to make a decision until we can fully help her navigate her warranty.?

We have thoroughly researched this complaint.  Our plumber reports that upon his first visit he informed the client the faucet cartridge could not removed.  In an effort to get her up and running he offered to come back that evening, after hours, if she could purchase a faucet that day. He...

gave her his phone number and asked her to call him once she had purchased the faucet.  He reports that she called that Saturday, expecting him to install it that same day.  Unfortunately, he was not able to do it on short notice on a weekend.   Our plumber also let us know that he advised the client that her water line would not be able to reconnected as it was not to code.  He said he asked her if could repair it to code and that she declined.  He advised her that the way it was plumbed, it would leak and that it was connected "illegally".  She did not want it fixed.  "It had to be fixed if I was going to replace the faucet, as it would be required by code to do so."As a policy, we do not set specific appointment times.  Because of the nature of repair work, we never know how long or involved an appointment might become.  When our plumber is at a service call, we definitely want him to stay at the call until the job is complete. This may mean the next client's arrival time is later than the beginning of the window arrival they were given.  That said, however, it appears, that our plumber did not let us know he was running late and [redacted] had to call us.  This is definitely not the way it should be.  I would like to say that it's terribly difficult to keep everyone happy in a situation where a client is taking time off from work.  Because of this, we try very hard to encourage our clients to allow us to schedule them for the "first in the morning" times.  This way, they don't need to leave work to come home and our service provider has them on his list first thing. In our research, we found that the original plumber did miss one of his appointments with the client.  We have terminated him as a subcontractor.  We also found that our salesman did not keep good enough tabs on this job.  We assign specific salesmen to each job and it is their job to know what's going on with the job each day and touch base with the client.  We have revisited this policy and it is crystal clear to our team members, that it is their duty to stay in contact with their clients. Regarding the invoice, when we received the invoice from our subcontractor, we immediately invoiced the client.  She called several times demanding a discount and an itemized bill.  We split apart the ice maker termination from the sink faucet install, and re sent her invoice.  [redacted], the salesperson, spoke with her several times, explaining that the plumber billed us per the job and we had broken the bill down into an itemization as far as we could. She insisted that we give her an hourly break down and an itemized list of materials.  Often, plumbers do not bill by hour, instead using pricebook pricing for these types of jobs.  This is how this plumber bills jobs of this nature.  We do not have an hourly breakdown to give her.We are very sorry that we did not stay right on top of this job.  However, we do return all calls the same or next business day, we have a full time office manager, who is here M-F, 8-5 and answers all calls by the second ring when possible.  We do have 4 lines, so if a message is left, it's returned promptly.  If messages are left over the weekend, they are returned the next business day.