Initial Business Response / [redacted] (1000, 10, 2016/07/19) */ ***Document Attached [redacted] To whom it may concern, We were called out to the customer's property on June 21st as they had no water pressureThey were informed if the problem were to be the well itself, they would need to call a well contractor for repairsThey still agreed to move forward with coming to the home to diagnose the problemWhen our technician arrived he determined that the well expansion tank had no pressure due to a leak in the bladder (not an uncommon problem) and it would need replacedWe informed them that we could take care of replacing the well tank but they would also need to contact a well company for the pump We called and talked to MrsCustomer and gave her pricing options on not only the well tank replacement, but also a charge to attempt to pressurize the tank temporarily; in order to get them by until a decision was made if they wanted to try itShe opted at the time to try the temporary repair and wanted to talk to her husband about replacementWe received a second call from the customer at 10am the next morningThey approved the [redacted] we quoted to disassemble the old well tank and accessories, install a new one, reinstall the accessories and replace some of the existing pipingWe arrived at 12:15pm that same day and completed the workUpon completion our technician informed them we would be refunding the [redacted] dollars they paid for the temporary repair from the day before because it didn't work(Somehow the refund got lost in communication between parties but after a reminder from the customer we got the refund back to them) When the work was complete we again let the customer know everything we could do was finished and they would still need to contact a well company to take care of the well pump itself MrCustomer contacted us a few days later and asked for a breakdown of his bill into time and materialWe explained we are not a time and material companyWe do not charge by the hour for our workWe charge one fee for the task we performIn this case it was a well tank replacementThis means we didn't have a time and material breakdown to provide him withWe asked if he needed the information for an insurance claim (insurance companies often ask for the same thing) as we sometimes have to call and explain this same thing to insurance companiesMrCustomer proceeded to tell us it was for the insurance companyWe then asked who we needed to contact so that we could explain the charges to the insurance company MrCustomer became upset and then told us that it wasn't for insuranceHe just wanted the breakdown because his "well guy" told him he wouldn't have charged as much as we didWe proceeded to explain that we can't control what anyone else charges and reminded him that we gave them the price before we did any of the work, and didn't do anything without their approval firstIt's pretty easy to come onto the job after another company has been there and say "I could have done that cheaper"Unfortunately, contractors have been known to do this, especially when they feel we took work away from them We feel the price we charge for this task is fair considering the warranties and guarantees which come with it, the quality of workmanship and the professional technician who installed it, and the scope of work required to get the job doneMrand MrsCustomer preapproved the pricing and scope of work before we even started the taskThere were no hidden fees, and we completed our work the same day they approved it in order to help get them water as soon as possibleIf needed, we would be happy to provide the Revdex.com with all documents and recorded phone callsThank you for notifying us and for assisting us in resolving this matter Sincerely, Service Manager Gibson's Heating and Plumbing
Initial Business Response /* (1000, 10, 2016/07/19) */
[redacted]Document Attached[redacted]
To whom it may concern,
We were called out to the customer's property on June 21st as they had no water pressure. They were informed if the problem were to be the well itself, they would need to call a well contractor...
for repairs. They still agreed to move forward with coming to the home to diagnose the problem. When our technician arrived he determined that the well expansion tank had no pressure due to a leak in the bladder (not an uncommon problem) and it would need replaced. We informed them that we could take care of replacing the well tank but they would also need to contact a well company for the pump.
We called and talked to Mrs. Customer and gave her pricing options on not only the well tank replacement, but also a charge to attempt to pressurize the tank temporarily; in order to get them by until a decision was made if they wanted to try it. She opted at the time to try the temporary repair and wanted to talk to her husband about replacement. We received a second call from the customer at 10am the next morning. They approved the [redacted] we quoted to disassemble the old well tank and accessories, install a new one, reinstall the accessories and replace some of the existing piping. We arrived at 12:15pm that same day and completed the work. Upon completion our technician informed them we would be refunding the [redacted] dollars they paid for the temporary repair from the day before because it didn't work. (Somehow the refund got lost in communication between parties but after a reminder from the customer we got the refund back to them) When the work was complete we again let the customer know everything we could do was finished and they would still need to contact a well company to take care of the well pump itself.
Mr. Customer contacted us a few days later and asked for a breakdown of his bill into time and material. We explained we are not a time and material company. We do not charge by the hour for our work. We charge one fee for the task we perform. In this case it was a well tank replacement. This means we didn't have a time and material breakdown to provide him with. We asked if he needed the information for an insurance claim (insurance companies often ask for the same thing) as we sometimes have to call and explain this same thing to insurance companies. Mr. Customer proceeded to tell us it was for the insurance company. We then asked who we needed to contact so that we could explain the charges to the insurance company Mr. Customer became upset and then told us that it wasn't for insurance. He just wanted the breakdown because his "well guy" told him he wouldn't have charged as much as we did. We proceeded to explain that we can't control what anyone else charges and reminded him that we gave them the price before we did any of the work, and didn't do anything without their approval first. It's pretty easy to come onto the job after another company has been there and say "I could have done that cheaper". Unfortunately, contractors have been known to do this, especially when they feel we took work away from them.
We feel the price we charge for this task is fair considering the warranties and guarantees which come with it, the quality of workmanship and the professional technician who installed it, and the scope of work required to get the job done. Mr. and Mrs. Customer preapproved the pricing and scope of work before we even started the task. There were no hidden fees, and we completed our work the same day they approved it in order to help get them water as soon as possible. If needed, we would be happy to provide the Revdex.com with all documents and recorded phone calls. Thank you for notifying us and for assisting us in resolving this matter.
Sincerely,
Service Manager
Gibson's Heating and Plumbing
Initial Business Response / [redacted] (1000, 10, 2016/07/19) */ ***Document Attached [redacted] To whom it may concern, We were called out to the customer's property on June 21st as they had no water pressureThey were informed if the problem were to be the well itself, they would need to call a well contractor for repairsThey still agreed to move forward with coming to the home to diagnose the problemWhen our technician arrived he determined that the well expansion tank had no pressure due to a leak in the bladder (not an uncommon problem) and it would need replacedWe informed them that we could take care of replacing the well tank but they would also need to contact a well company for the pump We called and talked to MrsCustomer and gave her pricing options on not only the well tank replacement, but also a charge to attempt to pressurize the tank temporarily; in order to get them by until a decision was made if they wanted to try itShe opted at the time to try the temporary repair and wanted to talk to her husband about replacementWe received a second call from the customer at 10am the next morningThey approved the [redacted] we quoted to disassemble the old well tank and accessories, install a new one, reinstall the accessories and replace some of the existing pipingWe arrived at 12:15pm that same day and completed the workUpon completion our technician informed them we would be refunding the [redacted] dollars they paid for the temporary repair from the day before because it didn't work(Somehow the refund got lost in communication between parties but after a reminder from the customer we got the refund back to them) When the work was complete we again let the customer know everything we could do was finished and they would still need to contact a well company to take care of the well pump itself MrCustomer contacted us a few days later and asked for a breakdown of his bill into time and materialWe explained we are not a time and material companyWe do not charge by the hour for our workWe charge one fee for the task we performIn this case it was a well tank replacementThis means we didn't have a time and material breakdown to provide him withWe asked if he needed the information for an insurance claim (insurance companies often ask for the same thing) as we sometimes have to call and explain this same thing to insurance companiesMrCustomer proceeded to tell us it was for the insurance companyWe then asked who we needed to contact so that we could explain the charges to the insurance company MrCustomer became upset and then told us that it wasn't for insuranceHe just wanted the breakdown because his "well guy" told him he wouldn't have charged as much as we didWe proceeded to explain that we can't control what anyone else charges and reminded him that we gave them the price before we did any of the work, and didn't do anything without their approval firstIt's pretty easy to come onto the job after another company has been there and say "I could have done that cheaper"Unfortunately, contractors have been known to do this, especially when they feel we took work away from them We feel the price we charge for this task is fair considering the warranties and guarantees which come with it, the quality of workmanship and the professional technician who installed it, and the scope of work required to get the job doneMrand MrsCustomer preapproved the pricing and scope of work before we even started the taskThere were no hidden fees, and we completed our work the same day they approved it in order to help get them water as soon as possibleIf needed, we would be happy to provide the Revdex.com with all documents and recorded phone callsThank you for notifying us and for assisting us in resolving this matter Sincerely, Service Manager Gibson's Heating and Plumbing
Initial Business Response /* (1000, 10, 2016/07/19) */
[redacted]Document Attached[redacted]
To whom it may concern,
We were called out to the customer's property on June 21st as they had no water pressure. They were informed if the problem were to be the well itself, they would need to call a well contractor...
for repairs. They still agreed to move forward with coming to the home to diagnose the problem. When our technician arrived he determined that the well expansion tank had no pressure due to a leak in the bladder (not an uncommon problem) and it would need replaced. We informed them that we could take care of replacing the well tank but they would also need to contact a well company for the pump.
We called and talked to Mrs. Customer and gave her pricing options on not only the well tank replacement, but also a charge to attempt to pressurize the tank temporarily; in order to get them by until a decision was made if they wanted to try it. She opted at the time to try the temporary repair and wanted to talk to her husband about replacement. We received a second call from the customer at 10am the next morning. They approved the [redacted] we quoted to disassemble the old well tank and accessories, install a new one, reinstall the accessories and replace some of the existing piping. We arrived at 12:15pm that same day and completed the work. Upon completion our technician informed them we would be refunding the [redacted] dollars they paid for the temporary repair from the day before because it didn't work. (Somehow the refund got lost in communication between parties but after a reminder from the customer we got the refund back to them) When the work was complete we again let the customer know everything we could do was finished and they would still need to contact a well company to take care of the well pump itself.
Mr. Customer contacted us a few days later and asked for a breakdown of his bill into time and material. We explained we are not a time and material company. We do not charge by the hour for our work. We charge one fee for the task we perform. In this case it was a well tank replacement. This means we didn't have a time and material breakdown to provide him with. We asked if he needed the information for an insurance claim (insurance companies often ask for the same thing) as we sometimes have to call and explain this same thing to insurance companies. Mr. Customer proceeded to tell us it was for the insurance company. We then asked who we needed to contact so that we could explain the charges to the insurance company Mr. Customer became upset and then told us that it wasn't for insurance. He just wanted the breakdown because his "well guy" told him he wouldn't have charged as much as we did. We proceeded to explain that we can't control what anyone else charges and reminded him that we gave them the price before we did any of the work, and didn't do anything without their approval first. It's pretty easy to come onto the job after another company has been there and say "I could have done that cheaper". Unfortunately, contractors have been known to do this, especially when they feel we took work away from them.
We feel the price we charge for this task is fair considering the warranties and guarantees which come with it, the quality of workmanship and the professional technician who installed it, and the scope of work required to get the job done. Mr. and Mrs. Customer preapproved the pricing and scope of work before we even started the task. There were no hidden fees, and we completed our work the same day they approved it in order to help get them water as soon as possible. If needed, we would be happy to provide the Revdex.com with all documents and recorded phone calls. Thank you for notifying us and for assisting us in resolving this matter.
Sincerely,
Service Manager
Gibson's Heating and Plumbing