Development Northwest Inc

[redacted] Please See Attached Documents [redacted]
I have looked at the facts regarding the complaint, and it is my opinion that my staff has actedproperly. We did install the plumbing in the home in question, and the plumbing is still underwarranty. According to the complaint, the home owner contacted the...

home builder to have aplumbing leak repaired, and the home builder called us. Our company was not available for aservice call that day, so we gave them the option of waiting, or having a different plumbingcompany come out to repair the plumbing. It was explained, per company procedure, that notall plumbing calls are warranty issues, and that ifthe problem was not covered by warranty,they would have to pay a service call no matter which company came out. They opted to haveanother company come out rather than wait. They called [redacted] at ourrecommendation.Upon arriving and looking at the problem, [redacted] plumber determined that there was noplumbing problem at all. There was a dripping condensation pipe that was part ofthe heatingsystem. Because there is no warranty problem with the work my company did, the [redacted]plumber correctly charged the home owner for the service call.In summary, my company installed the plumbing, and will warranty the plumbing. We do notwarranty the work we did not install, like the roofing, electrical or in this case, the heating. Thefact that the homeowner misdiagnosed the problem as a plumbing problem, does not obligateme to pay for it, This was explained to the owner by the plumber that went out, and it wasexplained again by my company when the homeowner called.The thing that seems truly bizarre about this complaint to me, is that it looks like the ownermay have a legitimate warranty claim against both the home builder and whatever companyactually installed his heating. I am wondering if maybe this complaint was filed against me byaccident? Is that possible? My guess is that he could dear this up in ten minutes simply bycalling the correct company.Thank you for your help with this.

Complaint: [redacted]I am rejecting this response because:I need further clarification. The letter writer states: 
It was explained, per company procedure, that not all plumbing calls are warranty issues, and that if the problem was not covered by warranty,they would have to pay a service call no matter which company came out.
This statement indicates that the reason I paid the service call fee was because the source of the water was not the water heater. If so, very good. I was told by the builder representative, however, that the reason I was paying the service call fee was because another plumbing company, [redacted], was making the service call. Which is correct?
I am thankful for the letter writer's suggestion to get in touch with the company that installed the heating. I did this back in November and they repaired the unit and now there is no leak. However, I did not think to ask them to reimburse me for the plumbing service call fee. In these situations, where there is a warranty covering repairs and the homeowner mistakenly identifies the source of a problem (in this case reasonably I think, as the water was pooling at the base of the water heater), is it common practice for the company that actually makes the needed repair to pay the service call fee of the company that was initially contacted?
Finally, I feel compelled to address the letter writer's tone, in particular his characterization of this complaint as "bizarre." First, in fact I didn't know who was financially responsible for the service call fee I was charged, nor do I think that that's immediately obvious. As I read his letter again, it seems likely that the builder miscommunicated the reason I was not being reimbursed, that the "other contractor" in question was not [redacted] but the company that installed the water heater, but again this was not conveyed to me. Second, the writer's tone suggests that responding to this complain is tedious, especially considering that it could be resolved "in ten minutes simply by calling the correct company." I would like the letter writer to reflect that I might have a similar attitude toward this correspondence. I also feel compelled to point out that I had called his company to request clarification on this matter but that my call was not returned. I would not have had to take this time to write these letters if someone had taken "ten minutes" to call me back.
Sincerely,[redacted]