Emergency Plumbing & Rooter, Inc

Initial Business Response /* (1000, 5, 2016/03/10) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@verizon.net
We were contracted through Ms ***'s home warranty Company First American to come out and diagnose the leaking water on
02/15/16, we contacted the home owner the same day and scheduled for Saturday 02/20/XX X-XXam PSTWe determined that the water heater was not repairable and would need to be replacedwe called into the home warranty company and advised we would need to replace the heaterThe unit was manufactured in and had been installed more than months prior to our visit the hot and cold water lines, gas lines, temperature and pressure line, venting and a new pan would be required to complete the installationFirst American after reviewing the home owners policy advised they would not cover the changes to the hot and cold water lines, gas line, temperature and pressure line, venting and new pan as they were considered modifications under the policyAdditionally they informed the home owner she would have to replace the stand the water heater sits on as they do not cover secondary water damage according the policy with the home ownerI spoke to the home owner on 02/25/at 3:39pm PST and informed her the water heater would not be hard to acquire and that once we had heard back from her that the stand had been replaced we would be able to schedule the installation of the replacement heaterOn 02/26/at 2:pm PST I spoke to the home owner who called to say the stand had been replaced and we could schedule the installation of the new unitWe scheduled the appointment for 03/2/from 3-5pm PST and the home owner was told the non covered charges of $plus her $service fee would be due at time of service and we would accept cash, check or credit cardWe called the home owner on 03/2/to advise we were running early and could have someone at the property from 2-PM PST if she would be able to have someone there she stated she would and we arrived on the property at 2:42pm PST on 03/2/and began the installationWe completed the installation at 3:45pm PST 03/2/When the technician asked the home owner for payment of $she was upset and said no one had told her she would have additional costsThe Home warranty company had left a message and sent a letter to the home owner 02/27/regarding the non covered charges and the home owners options regarding the non covered charges and the installation of the water heaterThe warranty company sent another letter on 03/1/communicating the same information to the home ownerOn 03/2/the home owner called in to speak to the home warranty company regarding the non covered charges and was told the same information had been sent out twice alreadyAs the warranty company determines what if any non covered items may or may not be covered based upon the policy they have with the home owner they are the ones who communicate these items to the home owner in greater detailThe policy at Emergency Plumbing and Rooter Inc, is to go over any items the home owner may have questions about in regards to any work to be performed or performed, however the warranty company ultimately determines what is or is not covered due to the home owner's policyWhen we scheduled the appointment to install the new water heater the home owner was made aware of the non covered charges or we would not have scheduled the installationPlease let us know if you have any further questions or require any further information
Sincerely,
Emergency Plumbing and Rooter
Initial Consumer Rebuttal /* (3000, 8, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Emergency Plumbing & Rooter did make a phone call asking if they could arrive early & I left work early to accommodate themI was never at any time informed there would be any non covered charges of any amount by the plumbing companyI received letters from the Home Warranty after the service was completed which stated that any additional modifications would not be coveredNeither of the letters had a postmark date on them When I contacted my Home Warranty company immediately after receiving the bill for $595, I was not told that any information had been sent out regarding these chargesI was informed that the plumbing company should have notified me in advance of the amount that would not be covered- prior to performing the serviceThe home warranty company apologized that the proper protocol had not been followed by Emergency Plumbing & RooterTo summarize my response: I was absolutely never made aware that there were any non covered charges and did not agree verbally or in writing to any charges prior to serviceIf I had been made aware of the charges in advance, I would have refused the service and had a family friend do the installation instead

Initial Business Response /* (1000, 5, 2016/03/10) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@verizon.net
We were contracted through Ms ***'s home warranty Company First American to come out and diagnose the leaking water on
02/15/16, we contacted the home owner the same day and scheduled for Saturday 02/20/XX X-XXam PSTWe determined that the water heater was not repairable and would need to be replacedwe called into the home warranty company and advised we would need to replace the heaterThe unit was manufactured in and had been installed more than months prior to our visit the hot and cold water lines, gas lines, temperature and pressure line, venting and a new pan would be required to complete the installationFirst American after reviewing the home owners policy advised they would not cover the changes to the hot and cold water lines, gas line, temperature and pressure line, venting and new pan as they were considered modifications under the policyAdditionally they informed the home owner she would have to replace the stand the water heater sits on as they do not cover secondary water damage according the policy with the home ownerI spoke to the home owner on 02/25/at 3:39pm PST and informed her the water heater would not be hard to acquire and that once we had heard back from her that the stand had been replaced we would be able to schedule the installation of the replacement heaterOn 02/26/at 2:pm PST I spoke to the home owner who called to say the stand had been replaced and we could schedule the installation of the new unitWe scheduled the appointment for 03/2/from 3-5pm PST and the home owner was told the non covered charges of $plus her $service fee would be due at time of service and we would accept cash, check or credit cardWe called the home owner on 03/2/to advise we were running early and could have someone at the property from 2-PM PST if she would be able to have someone there she stated she would and we arrived on the property at 2:42pm PST on 03/2/and began the installationWe completed the installation at 3:45pm PST 03/2/When the technician asked the home owner for payment of $she was upset and said no one had told her she would have additional costsThe Home warranty company had left a message and sent a letter to the home owner 02/27/regarding the non covered charges and the home owners options regarding the non covered charges and the installation of the water heaterThe warranty company sent another letter on 03/1/communicating the same information to the home ownerOn 03/2/the home owner called in to speak to the home warranty company regarding the non covered charges and was told the same information had been sent out twice alreadyAs the warranty company determines what if any non covered items may or may not be covered based upon the policy they have with the home owner they are the ones who communicate these items to the home owner in greater detailThe policy at Emergency Plumbing and Rooter Inc, is to go over any items the home owner may have questions about in regards to any work to be performed or performed, however the warranty company ultimately determines what is or is not covered due to the home owner's policyWhen we scheduled the appointment to install the new water heater the home owner was made aware of the non covered charges or we would not have scheduled the installationPlease let us know if you have any further questions or require any further information
Sincerely,
Emergency Plumbing and Rooter
Initial Consumer Rebuttal /* (3000, 8, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Emergency Plumbing & Rooter did make a phone call asking if they could arrive early & I left work early to accommodate themI was never at any time informed there would be any non covered charges of any amount by the plumbing companyI received letters from the Home Warranty after the service was completed which stated that any additional modifications would not be coveredNeither of the letters had a postmark date on themWhen I contacted my Home Warranty company immediately after receiving the bill for $595, I was not told that any information had been sent out regarding these chargesI was informed that the plumbing company should have notified me in advance of the amount that would not be covered- prior to performing the serviceThe home warranty company apologized that the proper protocol had not been followed by Emergency Plumbing & RooterTo summarize my response: I was absolutely never made aware that there were any non covered charges and did not agree verbally or in writing to any charges prior to serviceIf I had been made aware of the charges in advance, I would have refused the service and had a family friend do the installation instead

We initially went out to this customer on 01/on a Saturday, our technician diagnosed the problem and could not call it in to the customer's home warranty till Monday the 01/09/Customer called us on Tuesday 01/10/in the morning to find out the status which at the time our manager
Kermit, did explain that there was some items her warranty company would not cover and if she wanted the work down it would be for 170.00, to replace the hot and cold angle stops and supply linesShe also had some mold that needed to be cleaned up before we could do any repairs to make the air safe for our technician to work in(We have pictures of what job looked like prior to clean up) and they also needed to clean up area of debris so we could have room to do repairsThis delayed the job and is out of our control, also we do not make coverage issues with her home warranty company, so in regards to the items not covered, we gave her an estimate prior to us doing any repairs, days in advance, she had the opportunity to accept which she did, or not and go with someone elseThe plumber she refers to is a friend in Texas that gave her the information, we are in California, prices to do business in different states vary, even company to company in same states, based on size, geographic, etc.? At this time job was completed in a professional manner without problemsWe will not be issuing any refunds at this time

We initially went out to this customer on 01/0712017 on a Saturday, our technician diagnosed the problem and could not call it in to the customer's home warranty till Monday the 01/09/2017. Customer called us on Tuesday 01/10/2017 in the morning to find out the status which at the time our manager...

Kermit, did explain that there was some items her warranty company would not cover and if she wanted the work down it would be for 170.00, to replace the hot and cold angle stops and supply lines. She also had some mold that needed to be cleaned up before we could do any repairs to make the air safe for our technician to work in. (We have pictures of what job looked like prior to clean up) and they also needed to clean up area of debris so we could have room to do repairs. This delayed the job and is out of our control, also we do not make coverage issues with her home warranty company, so in regards to the items not covered, we gave her an estimate prior to us doing any repairs, days in advance, she had the opportunity to accept which she did, or not and go with someone else. The plumber she refers to is a friend in Texas that gave her the information, we are in California, prices to do business in different states vary, even company to company in same states, based on size, geographic, etc. At this time job was completed in a professional manner without problems. We will not be issuing any refunds at this time.