Chambers Plumbing & Heating Inc

On 11-20-we prepared a proposal for installation of a new tankless water heater, including the gas piping, and water piping for Mr***. We offered to do the work on a time and material basis because the existing plumbing in the walls and under the floor could not be accessed to
determine fully the suitability for the purposes of a hard bid. The original water heater was located in the attic of the home, a difficult location for a water heater, and had to be dealt with. The pipes, we discovered, were crossed at the washing machine. When we installed the new washing machine box we installed the lines per code but we had to return to switch the lines because the existing lines were incorrect.
The work that we did was installed in a professional manner by an Oregon licensed journeyman plumber, in addition we are fully licensed and bonded. We normally ask for at least 1/down to start a project with a new customer, in this case it was $1,600. I'm not sure why Mr*** believes that someone said it would be less than the down payment since the down payment is usually not even for the full amount .
It appears the problem was mostly in communication. At times we did not respond immediately and at other times he did not. It seems he may have made calls over the weekend feeling that we should have responded right away when in fact the business was closed and there was no one there to return his call. As a Union shop we are conscious of the high cost of labor and in our efforts to be competitive it seems we have less time with the available employees to spend contacting people at the various stages of the project. We communicate all of the critically important information at the appropriate times but some of our larger projects with schools or hospitals can become so complex and detailed that we have to be selective or we won't be able to stay in contact with everyone. We know communication is important and even essential in many cases. We are confident that when the economy improves we will be able to hire additional people to respond better

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Since Chambers Plumbing now seem to agree that the original installation was faulty, the correction should be done with no charge to me.
Regards,
*** ***

I agree that there should be corrections made to prevent freezing. I have corresponded with Mr. [redacted] about this situation. As of yet, we have not been able to get up to his job since it is in a remote area. We will however take care of the situation as soon as we can get someone up there....


We are not stalling to avoid repairs. We have a limited number of service men and have to take calls in the order of priority. I will contact him to set a time for next week to resolve the problem.
Thanks
[redacted]
Owner / Chambers Plumbing & Htg. Inc.