Colonial Plumbing & Heating Co

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Mr [redacted] would like the check payable to him and mailed as follows: [redacted] , [redacted] *** Regards, ***

Good Afternoon, size="3">We will be happy to reimburse the customer the $as requested, since there was confusion in pricing We have a feeling there was a confusion created because they originally requested two repairs and our pricing manuals are set up with primary and secondary pricing Secondary pricing is set up at a lower rate for any additional items a customer may want to get repaired while we are there Our secondary pricing excludes cost incurred for travel, administrative, etcwhich should not be added to the customer’s cost since we are already there and did not have to get dispatched back out on another date She was quoted for installing a new ice maker line and hooking this line up to the refrigerator This was the first item requested The is primary pricing If they would have gotten the ice maker line and the tub faucet repaired, at the same time, the secondary pricing for the tub faucet would have been Since they only got the tub faucet repaired, the primary cost for this repair should have been quoted at I have a feeling that in between the time of us giving first pricing and the customer making a decision whether we would be doing both or just one repair, the pricing got confused by and between our technician and Unfortunately these things do happen and that is why we will be more than happy to refund the customer I do wish we could have resolved this problem for the customer the day she called the office The first customer service rep she spoke to is a college student that works part time with us and is still learning how to handle all situations with a customerSince the customer was obviously upset and needed immediate attention, she decided it was best to refer her to a senior customer service rep that could help her quicker and more efficiently The second service rep only wanted the customer to start from the beginning as to cause no confusion before they started discussing a resolution to her complaint I apologize if our effort to correct the situation was taken in any other way

Dear [redacted] I want to apologize for providing a service that you weren’t pleased with when you had your faucet replaced It looks like you have been a valued customer of ours for over years and I appreciate that It looks like [redacted] definitely installed a [redacted] faucet instead of the [redacted] you asked for They do look similar and are equal in quality but that’s not what you asked for and [redacted] should have let you know the [redacted] was out of stock That way you could make the decision whether to wait for a [redacted] or use something else I’m sorry you had to have us in your house times to perform the work Hopefully you are pleased with the [redacted] we have now installed As far as a price breakdown, since we provide up front pricing, a breakdown usually isn’t important to our customers They just want to know what the repair will costThat’s the main reason we provide a lump sum, Up Front price before we do any workAs you know, our customers appreciate that there are no surprise costs when we finish a service call To be fair to [redacted] and [redacted] they do not know the costs of the labor, material or the overhead that goes into each task so they could not answer the question of what the breakdown is for any tasks If it will help redeem us as service provider you can trust I would like to credit your account with $to be used on any future service call that you might need If you would give us another opportunity to provide service I will make sure you have a pleasant experience Thank you for your consideration, [redacted] [redacted] *