In reference to Mrs [redacted] complaint, the first technician was there performing other work she had requestedAt the end of the job, she asked the technician to look at the shower as a favor to see what could be doneThe technician removed the trim so the cartridge was visibly accessible We did not pull the cartridge for fear of damaging it more without having a new cartridge there to back us upThis specific cartridge was not one that our supply house carries, but it is one that [redacted] *** carriesThe technician explained to the customer in order for us to investigate and search for the replacement part, we would need to remove the cartridge and go to [redacted] ***Mrs [redacted] was also informed that the technician would be charging for all his time to do so which she then said she did not want to pay forThat's when she stated she would order the cartridge herselfAll my technician did was remove the trim so the cartridge was visibleNever once did we tell her what part number to order because we did not know ourselves.The second technician then arrived once Mrs [redacted] called us backThis is when we found out the part she ordered was wrongShe paid our guy the service fee he requested, then proceeded to call the office to complain and stated she would just simply cancel the check when she was informed there was no refund
In reference to Mrs [redacted] complaint, the first technician was there performing other work she had requestedAt the end of the job, she asked the technician to look at the shower as a favor to see what could be doneThe technician removed the trim so the cartridge was visibly accessible We did not pull the cartridge for fear of damaging it more without having a new cartridge there to back us upThis specific cartridge was not one that our supply house carries, but it is one that [redacted] *** carriesThe technician explained to the customer in order for us to investigate and search for the replacement part, we would need to remove the cartridge and go to [redacted] ***Mrs [redacted] was also informed that the technician would be charging for all his time to do so which she then said she did not want to pay forThat's when she stated she would order the cartridge herselfAll my technician did was remove the trim so the cartridge was visibleNever once did we tell her what part number to order because we did not know ourselves.The second technician then arrived once Mrs [redacted] called us backThis is when we found out the part she ordered was wrongShe paid our guy the service fee he requested, then proceeded to call the office to complain and stated she would just simply cancel the check when she was informed there was no refund