Dippel Plumbing & Heating Inc.

Initial Business Response /* (1000, 5, 2015/02/20) */
Customer called, we explained to customer it is $185.00/hour with a two hour minimum on SundaysWe were there for hours, we charge for drive timeWhy would we over charge for minutes, it makes no sense for us to do that
Customer called complaining, we went over invoice with customer stating that we had to locate yard trap, it was not visibleThis was not a pop in pop out jobWe sent a copy of the invoice to ***@gmail.com, this is the 1st I've heard of him not getting itThen the credit card company called saying customer was complaining about the minutes over the two hour saying that he only authorized two hours nothing moreThe difference is $46.25, we said there was a MINIMUM of two hours not that the charge would only be two hours if we were there longer, which in this case we were there minutes longerCustomer has put out reviews on internet and sent us an email, which I would be happy to send copies ofNeither of them state the same thing, in one customer says we were only there minutes and in the other says we were there minutesThen customer said that we stated it was $165.00/hour with a two hour minimumIn one he says he talked directly to our technician then in another says that he talked to his tenants, this is confusingSorry customer believes that we should not be paid for the time and work we did on a Sunday

Initial Business Response /* (1000, 5, 2015/11/02) */
Customer called on 7/15/for a sewer to be cabledAppointment was set for 7/20/Technician arrived on site and discovered customer had tried to cable their own drain and cable had broke off inside of itWhen customer called,
customer never once mentioned that they had broken off a cable in their line
Time before we were at customer's home was 12/08/09, in which all we cabled was the kitchen sink waste piping and yes it took one hourHowever, this time on 7/20/15, technician did several things, technician cabled main sewer roughly feet in towards house and feet out towards MSD main line, technician cabled kitchen stack, technician cabled from floor drain in basement, technician removed broken cable from line that customer had broken off inside it and ran a camera through line to verify clearingAll of which is time consumingAnd is where the additional three hours came into effect from the past timeIf customer believes this should have taken only one hour, then why could customer who cabled their own drain not get it open in one hour and not get cable removed from line
Technician was working in very cluttered basement, lots of clothing hanging that technician had to duck under and piles of clothing everywhereTechnician had to ask customer to remove piles of clothing so technician could work in basement area
Technician did leave job to come back to shop for minutes to get a high powered vacuum to get customer's broken cable out of line while customer was removing piles of clothing from basement
Customer's wife signed work ticket and paid, never once complaining about the time or amount of invoiceOnce husband got home from work he called and complained
Customer states that they tried to verify whereabouts of the technician, trackers are on every vehicle, tracker information is exactly what matches technicians ticketManager went over everything with customer on day they called and because customer did not like the answer given, customer then contacted a co-worker who is related to the family at Dippel Plumbing and son of the ownerOwner came in and went over all paperwork and invoice with manager and agreed that the invoice was correct and let customer know that
Customer stated that it has been nearly months ago and can not get an amicable resolutionTo where in truth it's been months ago and we stated to customer on same day customer called that the invoice is final and it still is

Initial Business Response /* (1000, 7, 2016/01/04) */
Customer called and said his grandchildren broke the slow close toilet seat that we had installed, we warrantied the seat and installed the same exact model slow close seat as we had previous
The customer then called and said that the
seat didn't close as slow as the one before, we called manufacture and they said they do not take a stop watch to the seats and that they all close differentlyWe warrantied the seat the 1st time, we do not warranty the seat continuously because the customer thinks it doesn't close slow enoughThe warranty is not unlimitedOnce warranty is used, it's used
Customer NEVER said anything about the other seat until on this complaint

Initial Business Response /* (1000, 7, 2016/01/04) */
Customer called and said his grandchildren broke the slow close toilet seat that we had installed, we warrantied the seat and installed the same exact model slow close seat as we had previous.
The customer then called and said that the seat...

didn't close as slow as the one before, we called manufacture and they said they do not take a stop watch to the seats and that they all close differently. We warrantied the seat the 1st time, we do not warranty the seat continuously because the customer thinks it doesn't close slow enough. The warranty is not unlimited. Once warranty is used, it's used.
Customer NEVER said anything about the other seat until on this complaint.

Initial Business Response /* (1000, 5, 2015/11/02) */
Customer called on 7/15/15 for a sewer to be cabled. Appointment was set for 7/20/15. Technician arrived on site and discovered customer had tried to cable their own drain and cable had broke off inside of it. When customer called, customer...

never once mentioned that they had broken off a cable in their line.
Time before we were at customer's home was 12/08/09, in which all we cabled was the kitchen sink waste piping and yes it took one hour. However, this time on 7/20/15, technician did several things, technician cabled main sewer roughly 50 feet in towards house and 40 feet out towards MSD main line, technician cabled kitchen stack, technician cabled from floor drain in basement, technician removed broken cable from line that customer had broken off inside it and ran a camera through line to verify clearing. All of which is time consuming. And is where the additional three hours came into effect from the past time. If customer believes this should have taken only one hour, then why could customer who cabled their own drain not get it open in one hour and not get cable removed from line.
Technician was working in very cluttered basement, lots of clothing hanging that technician had to duck under and piles of clothing everywhere. Technician had to ask customer to remove piles of clothing so technician could work in basement area.
Technician did leave job to come back to shop for 15 minutes to get a high powered vacuum to get customer's broken cable out of line while customer was removing piles of clothing from basement.
Customer's wife signed work ticket and paid, never once complaining about the time or amount of invoice. Once husband got home from work he called and complained.
Customer states that they tried to verify whereabouts of the technician, trackers are on every vehicle, tracker information is exactly what matches technicians ticket. Manager went over everything with customer on day they called and because customer did not like the answer given, customer then contacted a co-worker who is related to the family at Dippel Plumbing and son of the owner. Owner came in and went over all paperwork and invoice with manager and agreed that the invoice was correct and let customer know that.
Customer stated that it has been nearly 5 months ago and can not get an amicable resolution. To where in truth it's been 3 months ago and we stated to customer on same day customer called that the invoice is final and it still is.

Final Business Response /* (1500, 11, 2015/09/25) */
Dippel Plumbing does not guarantee cable work. We called Mr. [redacted] several times regarding his concern. We offered to come back out and take a look. We told him that there could be a fee based on what we find. He was not in agreement with...

that and hung up on us.
We are still willing to come back out and review the situation, however, if the circumstances require it, we will have to charge for part or all of it. -[redacted]

We chose Dippel Plumbing Heating Inc. to have some work requiring a permit done at our home. We've received nothing but the greatest service, from the first phone call, to the estimate, and start of the work. The work isn't going to be finished until tomorrow, however, the effort in explaining the scope of the work, effort in making the project easier on my husband and I, and the sincerity of taking care of / creating messes is astounding we truly appreciate the service. In particular, [redacted] has been a great representative of the company, going above and beyond to help us! Please consider them if you're in need of a good plumber!

Final Business Response /* (1500, 11, 2015/09/25) */
Dippel Plumbing does not guarantee cable work. We called Mr. [redacted] several times regarding his concern. We offered to come back out and take a look. We told him that there could be a fee based on what we find. He was not in...

agreement with that and hung up on us.
We are still willing to come back out and review the situation, however, if the circumstances require it, we will have to charge for part or all of it. -[redacted]