The estimate was given on a Friday. The call that came on Monday night did not say we had been out previously, so he did not know the situation was in the slab but just a copper leak. The on call plumber does not carry silver solder, was willing to get some but rejected by you.
Complaint: [redacted]
I am rejecting this response because:The use of the correct solder was not rejected by me. Who would reject the correct solder? You're missing the point here that your tech came unprepared and if your tech needed more information he could have called me. What is shocking here is waiting an hour and a half for a professional plumbing company to come out unprepared, even with details given to the oncall answering service despite you being to my house already, to solder 2 sides of a copper pipe at 153 an hour and making it into a 2 hour job. Talk about taking advantage of a family for 2 hours to perform a 30-45 min job max. I do reject your tech coming unprepared and telling me to just have the kids use the bathroom outside in the cold because of your company's inability to communicate. Your company/techs are capable of communicating and asking questions now aren't they before walking onto a job site? I did allow him to use the incorrect solder for the time being because that's the only thing he showed up with, so my family could have water for their baths and the ability to use the bathroom because he came unprepared. Why should the consumers pay for your lack of communication? Why wouldn't you want to do the right thing here? You're company failed at communicating with eachother and the consumer is the one that should pay the price? Let's not forget it took over two hours to solder what SHOULD have been 2 couplings and less than six inches of pipe. COME ON MAN, No consumer should pay the price for your techs failure to 1.) check the truck for materials needed and 2.) to communicate so he shows up prepared since you are billing after hour rates. 378.00 to solder what should have been a straight line. You guys made it into 2 hours! PLEASE! Bad business.
Regards,
[redacted]
On Friday, 12-5-14 our technician gave an estimate to isolate the line that was leaking and cost to re-route overhead if required.The call came in around 2:00 pm and he was on site at 3:00 for the estimate.The work was declined. A second call came in on Monday, 12-8-14, at 9:49 PM.He was on a...
call at that time and she was given a call back to say he would be there in an hour. A courtesy call was given to let shortly afterwards to let her know that it would take him an hour and a half to get there do to conditions on his present job. Upon arrival, the line had sharkbite fittings from an attempt to repair the line by the home owner. Additional pipe had to be exposed to make a good connection. The call came as to solder a line which this material is on all our vans. Silver solder due to cost and minimal usage, is not a stock item. Solder is allowed above the slab but not below. She was given the option for usto go pick up some at the shop and complete the repair, return in the am to do on straight time versus overtime or do a temporary repair and come back the following morning with the silver solder. Due to water draining through the lines, a straight connection was not possible and is costly on a temporary repair which reduced his estimated cost ( water will not let pipe get hotenough ). A swing joint was installed to get there water back on quicker. Our invoice was signed by her which stated it was temporary repair before he left. This could of probably all been averted if we had been called earlier in the day before it became an emergency. We were willing to give her credit of a $100.00 on the permanent repair butthis was declined.
Complaint: [redacted]
I am rejecting this response because:It's full of excuses for poor workmanship and still outlines bad business even in his own response. They have been out there before!The original quote was for 900-1300 to locate the leak, as stated it was obvious where it was coming from, hence why I busted the concrete out myself. Then another 1,300 to run a pipe on top of my house? Hello, clearly unnecessary! Then another 900 because they said I needed a new PRV at the street...Uhm it's brand new but I wasn't the one home when the tech originally came out or I would have laughed at that one.Before I bought the house, this same area must of had a leak already because guess what...There was a straight line repair done (you may be able to see in the picture I'll attach.) The one that you said earlier can not be performed and is impossible. There's no difference soldering on a curved fitting or a straight fitting as they both require a solder bottom line. P.S. An old trick in the book...plumbers used to carry around bread in the car....you put a little piece in, it absorbs the trickle and gives your tech that solder time he needs to get the job done. You guys came out earlier-you knew it was in the slab- you show up an hour and a half unprepared even though I told 2 of your phone techs what I needed and what you were walking into and your excuse now is that silver solder isn't standard on a truck. That doesn't fly when you have come out and when I called with specific information and you show up unprepared. Again, good business is to hook the family up and return to do the job right since you failed to show up prepared despite everything already listed above.
Regards,
[redacted]
The estimate was given on a Friday. The call that came on Monday night did not say we had been out previously, so he did not know the situation was in the slab but just a copper leak. The on call plumber does not carry silver solder, was willing to get some but rejected by you.
Complaint: [redacted]
I am rejecting this response because:The use of the correct solder was not rejected by me. Who would reject the correct solder? You're missing the point here that your tech came unprepared and if your tech needed more information he could have called me. What is shocking here is waiting an hour and a half for a professional plumbing company to come out unprepared, even with details given to the oncall answering service despite you being to my house already, to solder 2 sides of a copper pipe at 153 an hour and making it into a 2 hour job. Talk about taking advantage of a family for 2 hours to perform a 30-45 min job max. I do reject your tech coming unprepared and telling me to just have the kids use the bathroom outside in the cold because of your company's inability to communicate. Your company/techs are capable of communicating and asking questions now aren't they before walking onto a job site? I did allow him to use the incorrect solder for the time being because that's the only thing he showed up with, so my family could have water for their baths and the ability to use the bathroom because he came unprepared. Why should the consumers pay for your lack of communication? Why wouldn't you want to do the right thing here? You're company failed at communicating with eachother and the consumer is the one that should pay the price? Let's not forget it took over two hours to solder what SHOULD have been 2 couplings and less than six inches of pipe. COME ON MAN, No consumer should pay the price for your techs failure to 1.) check the truck for materials needed and 2.) to communicate so he shows up prepared since you are billing after hour rates. 378.00 to solder what should have been a straight line. You guys made it into 2 hours! PLEASE! Bad business.
Regards,
[redacted]
On Friday, 12-5-14 our technician gave an estimate to isolate the line that was leaking and cost to re-route overhead if required.The call came in around 2:00 pm and he was on site at 3:00 for the estimate.The work was declined. A second call came in on Monday, 12-8-14, at 9:49 PM.He was on a...
call at that time and she was given a call back to say he would be there in an hour. A courtesy call was given to let shortly afterwards to let her know that it would take him an hour and a half to get there do to conditions on his present job. Upon arrival, the line had sharkbite fittings from an attempt to repair the line by the home owner. Additional pipe had to be exposed to make a good connection. The call came as to solder a line which this material is on all our vans. Silver solder due to cost and minimal usage, is not a stock item. Solder is allowed above the slab but not below. She was given the option for usto go pick up some at the shop and complete the repair, return in the am to do on straight time versus overtime or do a temporary repair and come back the following morning with the silver solder. Due to water draining through the lines, a straight connection was not possible and is costly on a temporary repair which reduced his estimated cost ( water will not let pipe get hotenough ). A swing joint was installed to get there water back on quicker. Our invoice was signed by her which stated it was temporary repair before he left. This could of probably all been averted if we had been called earlier in the day before it became an emergency. We were willing to give her credit of a $100.00 on the permanent repair butthis was declined.
Complaint: [redacted]
I am rejecting this response because:It's full of excuses for poor workmanship and still outlines bad business even in his own response. They have been out there before!The original quote was for 900-1300 to locate the leak, as stated it was obvious where it was coming from, hence why I busted the concrete out myself. Then another 1,300 to run a pipe on top of my house? Hello, clearly unnecessary! Then another 900 because they said I needed a new PRV at the street...Uhm it's brand new but I wasn't the one home when the tech originally came out or I would have laughed at that one.Before I bought the house, this same area must of had a leak already because guess what...There was a straight line repair done (you may be able to see in the picture I'll attach.) The one that you said earlier can not be performed and is impossible. There's no difference soldering on a curved fitting or a straight fitting as they both require a solder bottom line. P.S. An old trick in the book...plumbers used to carry around bread in the car....you put a little piece in, it absorbs the trickle and gives your tech that solder time he needs to get the job done. You guys came out earlier-you knew it was in the slab- you show up an hour and a half unprepared even though I told 2 of your phone techs what I needed and what you were walking into and your excuse now is that silver solder isn't standard on a truck. That doesn't fly when you have come out and when I called with specific information and you show up unprepared. Again, good business is to hook the family up and return to do the job right since you failed to show up prepared despite everything already listed above.
Regards,
[redacted]