Darwyn's Plumbing

We have no control over the amount of money that is charged by the home warranty company. He needs to take this complaint up with his home warranty company. They hire our company to service their clients. The clients have to pay the service deductible fee. It is normally for one hour of service....

We diagnose the problem and send it to the home warranty company and they tell us what we can and can't do. We get paid directly through the home warranty company.

First of all we were contacted by her insurance company to install her water heater and when she called back and was requesting a permit and inspection done, we contacted the insurance company on how they wanted to proceed. I called the client and explained to her we were waiting on the insurance...

company. I told her since she needed it done ASAP I referred to her a MO plumber that could do the work for her. She hired that plumber and at that point it was out of my hands and out of the insurance company hands. She chose that option and I know of nothing after that as I had nothing to do with any other work.

Initial Business Response /* (1000, 6, 2015/04/27) */
I am the office manager. The consumer came to us from her home warranty. We scheduled an appointment for 04/10/15 between 3 and 5 pm. We stayed in touch with her because the serviceman was running late. Our office closes at 6 pm. We told her...

that if she called after 6 she would get our after office service. She did call after 6 and spoke to our after hours service. The service man arrived at 8 pm. The service man told her they could come back the next morning because of the late hour. She said to go ahead and install it and we told her it would take 2.5 hours. They finished at about 10:30 or 11 pm. Due to our tardiness we reduced her fee by $50. She was still visible upset so we reduced the bill by $75. She called the office the following Monday to complain about them being in her house that late. We reminded her we had offered to come back on Monday. The day after the water heater was installed she called and said the water was brown and we sent a service man out. He blew out the pipes and the water was fine. She has continued to complain, but we did all we could to pacify her.