The home owner contacted us late August, beginning of September, stating he felt we damaged the water line to their outdoor showerafter we completed service work on June 28. He was told we would look into it and get back to him. He stated at the time the water line was copper.The phone call was... returned September 7, and a message left. We did not hear from the home owner again until mid-September at which time hewas advised a message was left for him; a message he said he did not receive. At that time it was explained to the homeowner that we had to checkwith the foreman of the crew who completed the service work. We checked with our crew foreman who said he only had to tap the post clown. Thehome owner stated he and his wife watched the crew from their window and the foreman used a hard bar to tamp the post. At the time the homeowner saw our crew, he could have easily walked outside to "oversee the work". The home owner was also advised our crew supervisor had to takea look at the alleged damage, however he was overseeing a large commercial job and it would be a few weeks before he could visit the site. Pt·ior toan installation we call UFPO to locate any public utilities. It is the customer's responsibility to make the foreman aware of any private utilities theyhave; if they do not they assume full responsibility for any repair. Attached is the customer verification signed by [redacted] *. [redacted] . At the time ofinstallation and as stated above at the time of the service call one or both of the [redacted] were home and never informed our foreman of theexistence of any private utilities. Therefore, according to our agreement it was their responsibility to repair the pipe. Even so, in an effort to resolvethe problem, the customer was advised we would repair their pipe.On September 28, the home owner called stating he dug up the area where the damage occurred. He also followed up with an e-mail andphotos of the alleged damaged area. He stated the pipe was black plastic and not a copper pipe. An email was sent back the same day stating wereceived the pictures and now could purchase the appropriate materials needed for the repair.On October 11, the home owner called inquiring as to a service date. He was advised someone would get back to him. A return call wasrnade to the homeowner and they were told we would be out the week of October 16, as the crew supervisor was still on the commercial jobsite.We contacted the homeowner on October 20 to apologize and state we would be out to do the repair the beginning of the following week.The homeowner was reassured that the situation was not being dismissed, and we would follow through and complete the repair. In the morningof October 24th an e mail was sent with a read receipt to the home owner advising him we would be out that day to do the plumbing repair for them.The message was apparently read by the home owner because shortly after the email was sent, the home owner called stating since after waiting"months" for us they were having a real plumber fix it and they didn't want us to do it. Two messages were left for [redacted] as our employeewas already on the way, with no return phone call. When our representative arrived he went to the door to let someone know he was there to fixthe pipe. No one responded, so he started the repair. He stated he heard someone start yelling and the next thing he knew the police had beencalled and escorted him off the property befot·e he could complete the repair.In closing, we heard from the horne owner several weeks after the initial service call was complete, and due to the tirne lapse do not feelit unreasonable to question the alleged damage. We did state we would repair the line even though we have no idea what transpired in that timeperiod. The horne owner has been living with this problem for longer than we knew about it, and understand the customer was frustrated becausethe repair was taking longer than they wanted. We did not ask the horne owner to expose the pipe. The home owner's comment "being extremelyconcerned about the exposed pipe and the cold nights" is irrelevant as we've just had the second longest period of 70"weather in history. We wereon site to fix the water line and the customer refused; in light of this there is nothing further we can do for this customer.Sincerely,Bruce Fence Co., INCMary [redacted] ***
The home owner contacted us late August, beginning of September, stating he felt we damaged the water line to their outdoor showerafter we completed service work on June 28. He was told we would look into it and get back to him. He stated at the time the water line was copper.The phone call was... returned September 7, and a message left. We did not hear from the home owner again until mid-September at which time hewas advised a message was left for him; a message he said he did not receive. At that time it was explained to the homeowner that we had to checkwith the foreman of the crew who completed the service work. We checked with our crew foreman who said he only had to tap the post clown. Thehome owner stated he and his wife watched the crew from their window and the foreman used a hard bar to tamp the post. At the time the homeowner saw our crew, he could have easily walked outside to "oversee the work". The home owner was also advised our crew supervisor had to takea look at the alleged damage, however he was overseeing a large commercial job and it would be a few weeks before he could visit the site. Pt·ior toan installation we call UFPO to locate any public utilities. It is the customer's responsibility to make the foreman aware of any private utilities theyhave; if they do not they assume full responsibility for any repair. Attached is the customer verification signed by [redacted] *. [redacted] . At the time ofinstallation and as stated above at the time of the service call one or both of the [redacted] were home and never informed our foreman of theexistence of any private utilities. Therefore, according to our agreement it was their responsibility to repair the pipe. Even so, in an effort to resolvethe problem, the customer was advised we would repair their pipe.On September 28, the home owner called stating he dug up the area where the damage occurred. He also followed up with an e-mail andphotos of the alleged damaged area. He stated the pipe was black plastic and not a copper pipe. An email was sent back the same day stating wereceived the pictures and now could purchase the appropriate materials needed for the repair.On October 11, the home owner called inquiring as to a service date. He was advised someone would get back to him. A return call wasrnade to the homeowner and they were told we would be out the week of October 16, as the crew supervisor was still on the commercial jobsite.We contacted the homeowner on October 20 to apologize and state we would be out to do the repair the beginning of the following week.The homeowner was reassured that the situation was not being dismissed, and we would follow through and complete the repair. In the morningof October 24th an e mail was sent with a read receipt to the home owner advising him we would be out that day to do the plumbing repair for them.The message was apparently read by the home owner because shortly after the email was sent, the home owner called stating since after waiting"months" for us they were having a real plumber fix it and they didn't want us to do it. Two messages were left for [redacted] as our employeewas already on the way, with no return phone call. When our representative arrived he went to the door to let someone know he was there to fixthe pipe. No one responded, so he started the repair. He stated he heard someone start yelling and the next thing he knew the police had beencalled and escorted him off the property befot·e he could complete the repair.In closing, we heard from the horne owner several weeks after the initial service call was complete, and due to the tirne lapse do not feelit unreasonable to question the alleged damage. We did state we would repair the line even though we have no idea what transpired in that timeperiod. The horne owner has been living with this problem for longer than we knew about it, and understand the customer was frustrated becausethe repair was taking longer than they wanted. We did not ask the horne owner to expose the pipe. The home owner's comment "being extremelyconcerned about the exposed pipe and the cold nights" is irrelevant as we've just had the second longest period of 70"weather in history. We wereon site to fix the water line and the customer refused; in light of this there is nothing further we can do for this customer.Sincerely,Bruce Fence Co., INCMary [redacted] ***