Empire Plumbing of VA

[A default letter is provided here which indicates that the business has not responded to you directly If you wish, you may update it before sending it.] Revdex.com: At this time, I have not been contacted by Empire Plumbing of VA, LLC regarding complaint ID [redacted] Regards, [redacted]

Our sincerest apologies on this oversightWe do owe her a checkThis check will be going out in the mail todayOur office manager has been out sick fir the past few weeks but is in the office today and will ensure this check gets mailed today

I called this company to come and fix a plumbing problem that I had.The tech who came out was friendly and fixed the issue in a timely mannerBoth techs where very informative and very knowledgeableI would recommend this company to my family and friends!

Revdex.com spoke with a representative from the company who stated that they had been previously dispatched out by the warranty company for this customer prior, and that service fee was never paidThe representative also stated that they were dispatched out again recently for this second issue, and that the protocol from the warranty company is that they are not to tell the customer whether or not the issue will be coveredThe guidelines from the warranty company are that they are to diagnose the issue and collect the service fee, and then give the diagnosis to the warranty company who will then make the determination whether or not the issue will be coveredShe stated that the customer was upset that they would not tell them whether or not the issue would be covered at that initial visit, and once they found out that the warranty company was not covering it, they escalated it with the warranty company and got it coveredSherry stated that they were then dispatched back out, and fixed the issue that was covered by the warranty company, and that the customer was responsible and did pay for the service feeThe representative also stated that per the warranty company's protocol, had the customer in fact had out a second company, which they did not, they would not have had to pay a second service feeHowever, the issue was fixed by them and was covered under warranty

we were called thru her warranty for a hot water heater where the pilot light went outThe water heater was under manufacturer warranty needed to order parts.we told the customer that the way her heater was installed initially we could not service without uninstalling heater then replace the pilot
assembly kit..our senior tech called the office and said that he could replace the parts and save the customer almost $*** dollarshe replaced the parts on the water heater.after he replaced parts and as he was firing up the heater a water line broke inside the wall behind the water heater inside the wall.there was no possible way that replacing a part on the bottom of a water that was a gallon completely full of water that caused that break.after we fixed it the service senior tech did advise the customer that the pipping was old.we did immediately call the customer while senior tech was there that she needed to call her homeowners insurance.we did speak again days later and again let her know that we were not responsible and she understood thru the conversation Mrs *** and myself (owner of the company) had .....we have all the documentation and also where she signed paperwork after the incident.....We at EMPIRE PLUMBING are sad about her situation and her losseswe did fix the problem at no extra cost..SINCERELY, EMPIRE PLUMBING

Dear Ms***,I just received an read the reply form Empire Plumbing regarding my complaint id ***. While I do not at all agree with their version of events, they did in fact work with my warranty company to get the problem fixed. They left us without water for three days and seem to have no issue with this fact. In my opinion , their customer service skills are severely lacking. As to the prior service call, their fee was indeed paidIt was not paid at the time their two technicians were on my property but a check for the full deductible was mailed in to the company within a week of the service call and was promptly cashed. The letter sent with the payment requesting a phone call with the owner of the company went unanswered. I will pull those records tonight and send them to you tomorrow. This discrepancy needs to be cleared up on our account. I do not want this sent in to collections when I have paid them in full. Thank you, *** *** *** *** *** ** ***Mobile *** ***Fax *** ***

*** *** *** *** *** ***
*** ** *** 03/04/-Received dispatch from *** *** *** and
contacted customer to set up appointmentCustomer informed dispatcher that previous companies had been dispatched to try to remove stoppageAppointment set for 03/05/pm- pm. 03/05/-*** ***, Senior Service Technician, was sent outHe arrived at the customers home to remove a stoppageOne toilet and tub not draining*** ran the snake through the toilet to remove stoppageThis was unsuccessfulCustomer did not have a clean out on the outside of the home*** advised that they would need a clean out for us to continue to try to remove the stoppage*** quoted the customer a price of $to do the job. Customer called the office immediately to make payment and schedule for the installation of a clean outCustomer was charged $for clean outAppointment was set for 03112/2015. 03/12/-*** went out with a helper and installed the new clean out on the outside of the home*** checked both bathrooms, one was fully functional the other had a stoppage*** used a jetter type system to try to clear the stoppageThe stoppage moved slightly but in doing so caused sewage to back up in the functioning toilet and into the bathroom and adjacent bedroom. *** immediately (:pm) called the office and advised me to call the insurance company, *** ***, *** *** and to get the residents of the home a hotel roomAt 2:pm, I called *** to let them know that we needed them at the property ASAP for clean upAt 2:pm, I called the insurance agent to place the claim and give them all of the pertinent informationAt 3: pm, hotel rooms were booked at the *** *** *** in Richmond, VA for adultsI booked rooms with beds to accommodate the adults living in the homeThat evening we received numerous calls from the residents of the home asking for an additional hotel roomI explained to the residents that I had provided rooms with beds for adults and that was sufficientThese calls continued until late in the evening. 03/13/-Received a call from the residents asking for another nights stay in the hotel. We authorized the hotel to charge us again for the rooms to accommodate the adultsAdvised the homeowner of the claim number for the insurance claimAfter looking at our bank account I realized that I had in fact been charged for rooms for nightsI immediately called the hotel and spoke with the manager, ***He advised me that residents of the home had asked for the additional room and that we were supposed to pay for itI advised the manager that we had NOT authorized the 3rd room for either of the nightsHe said that he would credit my credit card. 03/14/-*** went back out to the home to try to clear the stoppageAgain, he found the home had one toilet functioning and one that had a stoppageHe was unable to clear the stoppageHe advised the customer that a recall ticket would be needed because we would need to replace a section of the sewer line under the houseResidents of the home called several times again wanting us to pay for the hotel room and we advised them that it was in the hands of the insurance company now and everything pertaining to the claim must go through them. 03/16/-Received the "recall" ticket from *** *** ***Contacted the customer and scheduled the appointment for March 17, *** *** called and left a message for me @ :amI was out of the office due to illness/doctors appointments. 03/17/-*** *** called again-very irateShe stated that our company was negligent and dragging our feetShe wanted reimbursement for the hotel roomsI advised her that she needed to speak with the insurance company regarding that because the hotel rooms were now part of the insurance claimShe stated that the situation was very stressful on her mother, Doris Lightfoot and that if she dies it will be on our heads*** went out to replace approximately 15' sewer lineOne bathroom was functional and one still had a stoppage*** was able to remove the stoppageIn doing so, *** pulled back a stack of packed paper towelsWhen he left both bathrooms were clear and flowing. 03/19/-Customers called again, saying that they had another stoppageWhen *** arrived to the home, he found one bathroom flowing slowly and one with no stoppages*** cleared the stoppage again pulling back a stack of packed paper towels. 03/20/-Received a certified letter from the insurance company, explaining the policy, their investigation and conclusion of the claimThey were offering the homeowner a settlement. 03/24/-Received an email from Mrs*** stating that she wanted all paperwork, service requests, invoices, etc including costs of materials, labor etc. 03/26/-I replied to Mrs*** letting her know that I was out of the office but would reply to her request as soon as I returnAgain, I was out due to illness/doctors appointments. 04//-Received another email from Mrs*** requesting the paperwork again but this time giving me until 04/03/to reply. 04/03/-Replied to Mrs*** email I have attached a copy of everything that was sent to her. I do feel bad that this happened to the family, however, things happenIt was nothing that was intentionally done and we moved on it promptlyThere were other phone calls from the residents and from Mrs***' brother that are not documented because I was driving at the time and unable to document itOn two occasions, I received a phone call from one of the men that live in the home and when they became irate and cursed at meI told them that I would not tolerate being talked to in that manner and hung up the phone

Our technician, ***, was dispatched to the home of Mrs*** on Wednesday, November 25, He found her to have a leaking gallon electric water heater made by StatePaperwork was turned in at the end of the day (as is our procedure) November 26, was Thanksgiving and our
offices were closed for Thanksgiving as well as November 27, 2015, the Friday after Thanksgiving However, I was in the office attempting to keep all paperwork caught up and processedMrs***, did in fact, call the office to check on the status of her claim I accepted her call on that day and advised her that the office was closed but I was there to process paperwork from Wednesday At that time, she began to rant about being without hot water I advised her that when you are dealing with a warranty company for replacement there is paperwork that must be done and a process that must be followed I advised her that I had to get authorization for her water heater I told her that I would locate her paperwork and expedite the process, which I didturn around on a water heater replacement through a warranty company is 3-business days With a warranty company water heater replacement there are always items that are not covered by the warranty company that the home owner must pay out of pocketOur technicians evaluate the water heaters but are not authorized to quote the customer any pricing without prior approval from managementWe have set pricing for our warranty customers that is at a discounted rate from our customers that pay out of pocket After looking at Mrs*** water heater evaluation and getting authorization from the warranty company, it was determined that she had only out of pocket expensesThe first being Disposal of the old unit We work for five different warranty companies and they have determined disposal to include draining, removing, and haul away of the old water heater For this our rate is $for a gallon water heater, and only $for our warranty customers The second item was a water re pipe, there are most common reasons for need of a water re pipe One is to bring the water lines to code and the other is because of the new regulations on water heaters imposed by the Federal Government, water heater sizes have changed and pipe modifications must be made I can not say for sure which one Mrs*** fell under since I was not the one to diagnoseBut my technician did specify that she needed a water re pipe There is a flat rate charge for this It is not excessive and again is discounted for our warranty customers charges for a water re pipe is 205.00, discounted to $for our warranty customersMrs***, did opt to not pay for disposal and the warranty company did advise her of what that meantMrs*** did ask to repipe it herself She was advised that is not an option It would jeopardize or license and we have to guarantee our work with the warranty companyAfter several calls, back and forth between myself, Mrs*** and the warranty company, I advised the warranty company that I would waive the disposal fee and all she would need to do is haul it away She was adamant that her water heater be installed as quickly as possible To appease the customer, I went as far as going to the supply house myself to pick up her water heater and rearranged other customers to get her water heater installed Mrs*** water heater was installed on December 1st, two business days This is very unusual to turn it around that quickly It is of our opinion that we have gone above and beyond for this customer

[A default letter is provided here which indicates
your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***@richmond.Revdex.com.org
Regards,*** ***

Dear Ms***,
I just received an read the reply form Empire Plumbing regarding my complaint id ***. While I do not at all agree with their version of events, they did in fact work with my warranty company to get the problem fixed. They left us without water for three days and seem to have no issue with this fact. In my opinion , their customer service skills are severely lacking. As to the prior service call, their fee was indeed paidIt was not paid at the time their two technicians were on my property but a check for the full deductible was mailed in to the company within a week of the service call and was promptly cashed. The letter sent with the payment requesting a phone call with the owner of the company went unanswered. I will pull those records tonight and send them to you tomorrow. This discrepancy needs to be cleared up on our account. I do not want this sent in to collections when I have paid them in full.
Thank you,
*** ***
*** *** *** *** ** ***
Mobile *** ***
Fax *** ***
***

Revdex.com:
I have not receive an offer from Empire Plumbing in reference to complaint ID *** to resolve my complaint. To date the stoppage issue has not been resolved. The main toilet and bath tub that they serviced on different occassions is still clogged The family has been living in a hotel since March 12th when they backed sewage into the home. We have only been to the home occassionally to pick up our mail, to check on the property and to check the clogged toilet and tub which is still not functioning. We have not used the toilet and have not placed any paper towels in the toilet. During the entire time that we have been displaced, the company only paid for two rooms for two nights and left us stranded with no where to stay knowing that their insurance company was not going to immediately step in to assist us. We only had two rooms at the hotel. There were no other rooms used or charged by us as they indicated in their response to you. They authorized two rooms and we stayed in two rooms. You can verify this information with the *** ***. On Saturday, March 14, at 3:p.m*** text me the insurance company name and claim number after I asked him for this information. It was not given to us previously and he did not provide me with the phone number to call them. I received the text after he left the home for the second time that day because I had called him to come back because the toilet and tub were still not functioning properly. I contacted *** *** on March 16th and was told that the status was that it was currently under investigation. There was no claim assigned yet because they had not received a statement from Empire Plumbing to determine liability and could not assist us with our hotel bills. *** did not initiate the claim process until March 20th when they finally determined that Empire Plumbing was liable for the damages. I have not settled any claim with them because my homeowners insurance is paying for our hotel accommondations - rooms per night for three adults because they each had separate bedrooms in the home and has determined that the damages to the home total $7,797.17. My homeowners is paying the claim and will be seeking reimbursement from their insurance company - *** for reimbursement. In the meantime, the stoppage has not been cleared and the contractor can not begin the repairs to the home until this is completed. During my interaction with this company, Empire Plumbing has told me several lies, has very poor customer service, have made claims and allegations and have been very cavalier and unconcerned about this whole situation that was a result of their actions not ours.
Regards,
*** ***

The customer called CCHS, their warranty company otherwise known as HMS and placed their claimThis dispatch was received with no phone number and then we recieved a revised work order with an incorrect phone number. Customer called and we set their appointment and Angie, finally got their
correct phone number. *** called and gave the correct number to CCHSWe had two techs out yesterday because they are sick with the flu. We called the customers and let them know that we would be running late due to two techs being out sick. The customer was called again at 4:by the tech and told that the tech would be there at 5:pm, the customer advised that they would like to reschedule. Before we could get the paperwork from the tech the next morning they had already called CCHS and told them we were a "no show"We advised the customer service rep that was an untrue statement and what had transpiredThe customer service rep called while we were on the phone, and the man of the house advised that yes, that was true We are booked today as we still have two techs out sickBut the two that are here are running calls between them and I am doing two myselfWe offered them Monday and they refused, The were also offered a Saturday appointment and they were supposed to call back and let us know if they would accept that appointment, which they have not done We don't offer Saturday hours but for emergencies only but did to this customer to try to accommodate them I didn't feel like I could promise them today since we are already overloaded with the two techs being out. This customer also called during the day yesterday saying they had looked at our reviews on *** or some other site and said they didn't know if they even wanted us out because of the reviews. They decided before we even had a chance to service them that they didn't want us there and I think all of it is a ploy because they had it set in their minds that we were a 2nd rate companyWe have exhausted all avenues to service this customer

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Empire Plumbing of VA, LLC regarding complaint ID...

[redacted].
Regards,
[redacted]

Our sincerest apologies on this oversight. We do owe her a check. This check will be going out in the mail today. Our office manager has been out sick fir the past few weeks but is in the office today and will ensure this check gets mailed today.

Revdex.com spoke with a representative from the company who stated that they had been previously dispatched out by the warranty company for this customer prior, and that service fee was never paid. The representative also stated that they were dispatched out again recently for this second issue, and...

that the protocol from the warranty company is that they are not to tell the customer whether or not the issue will be covered. The guidelines from the warranty company are that they are to diagnose the issue and collect the service fee, and then give the diagnosis to the warranty company who will then make the determination whether or not the issue will be covered. She stated that the customer was upset that they would not tell them whether or not the issue would be covered at that initial visit, and once they found out that the warranty company was not covering it, they escalated it with the warranty company and got it covered. Sherry stated that they were then dispatched back out, and fixed the issue that was covered by the warranty company, and that the customer was responsible and did pay for the service fee. The representative also stated that per the warranty company's protocol, had the customer in fact had out a second company, which they did not, they would not have had to pay a second service fee. However, the issue was fixed by them and was covered under warranty.

Revdex.com spoke with a representative from the company who stated that they had been previously dispatched out by the warranty company for this customer prior, and that service fee was never paid. The representative also stated that they were dispatched out again...

recently for this second issue, and that the protocol from the warranty company is that they are not to tell the customer whether or not the issue will be covered. The guidelines from the warranty company are that they are to diagnose the issue and collect the service fee, and then give the diagnosis to the warranty company who will then make the determination whether or not the issue will be covered. She stated that the customer was upset that they would not tell them whether or not the issue would be covered at that initial visit, and once they found out that the warranty company was not covering it, they escalated it with the warranty company and got it covered. Sherry stated that they were then dispatched back out, and fixed the issue that was covered by the warranty company, and that the customer was responsible and did pay for the service fee. The representative also stated that per the warranty company's protocol, had the customer in fact had out a second company, which they did not, they would not have had to pay a second service fee. However, the issue was fixed by them and was covered under warranty.

I called this company to come and fix a plumbing problem that I had.The tech who came out was friendly and fixed the issue in a timely manner. Both techs where very informative and very knowledgeable. I would recommend this company to my family and friends!

Review: My home warranty that is managed by [redacted] a claim to Empire plumbing for a leak we had. We called them several times and they were unresponsive and did not call us back. I was finally able to reach them and scheduled a time for them to come to my house to look at the leak. The scheduled date and time was 12/10/15 from 10am-2pm window. They did not show up between the time window they had specified and when I called at 3pm their office said that they were on their way. They did not end up showing up and I am in the process of requesting a new plumbing service through my home warranty company of [redacted].

- [redacted]Desired Settlement: My desired outcome is for the Revdex.com to investigate this business and help consumers like myself from being stood up after an entire day of work was taken off to wait for them. It is unacceptable and this company should have to pay for their wrong doings.

Business

Response:

The customer called CCHS, their warranty company otherwise known as HMS and placed their claim. This dispatch was received with no phone number and then we recieved a revised work order with an incorrect phone number. Customer called and we set their appointment and Angie, finally got their correct phone number. [redacted] called and gave the correct number to CCHS. We had two techs out yesterday because they are sick with the flu. We called the customers and let them know that we would be running late due to two techs being out sick. The customer was called again at 4:45 by the tech and told that the tech would be there at 5:00 pm, the customer advised that they would like to reschedule. Before we could get the paperwork from the tech the next morning they had already called CCHS and told them we were a "no show". We advised the customer service rep that was an untrue statement and what had transpired. The customer service rep called while we were on the phone, and the man of the house advised that yes, that was true. We are booked today as we still have two techs out sick. But the two that are here are running 16 calls between them and I am doing two myself. We offered them Monday and they refused, The were also offered a Saturday appointment and they were supposed to call back and let us know if they would accept that appointment, which they have not done. We don't offer Saturday hours but for emergencies only but did to this customer to try to accommodate them. I didn't feel like I could promise them today since we are already overloaded with the two techs being out. This customer also called during the day yesterday saying they had looked at our reviews on [redacted] or some other site and said they didn't know if they even wanted us out because of the reviews. They decided before we even had a chance to service them that they didn't want us there and I think all of it is a ploy because they had it set in their minds that we were a 2nd rate company. We have exhausted all avenues to service this customer.

Review: On the evening of Friday 10/30 we discovered a leak in the crawl space. We called our home warranty company and they dispatched Empire Plumbing for Saturday 10/31 between 8am and 12 noon. Matt with Empire arrived around 11am and my husband proceeded to show him the area in the crawl space where the leak is. He did not ask to turn the water on to see the leak. He said he had to go to [redacted] to get materials. About 30 minutes after Matt left we received a call from our home warranty company saying that they could not cover the claim but had great news that Empire would fix the problem for us today for only $320.00 plus our deductible. When asked, our home warranty representative explained that because the leak was in a piece of pipe that was on a 22 degree angle and was not strapped correctly that it was incorrectly installed piping and therefor not covered. My husband then turned the water on to determine the exact location of the leak. It is on a straight pipe just down from a t. There is no angle. The pipes are strapped for support. We called the home warranty company back with this information and they have now agreed to fix the problem. They are sending another company out to fix the leak. This is the second issue we have had with Empire. The first was in August 2014 and involved an expansion tank. Both times they claimed a repair was not covered but agreed to repair it for us at a ridiculous price. The last time we paid the deductible but repeatedly asked for the owner of the company to call us. That never happened. I feel like they have a great scam going - have the home warranty company deny the claim and make more money having the home owner pay the bill. Matt has not come back from getting the materials (going on 2.5 hours now) and our Home Warranty company cannot get in touch with them to resolve this. It looks like we will be without water for the rest of the weekend.Desired Settlement: I want to be sure that they do not charge us for the service call as we will now have to pay our deductible to a second company to fix the problem. Their employee lied to our home warranty company about the leak, tried to scam us, and has now disappeared leaving us without water probably for the weekend. I want to speak directly to the owner of the company both about today's issue and also about the August 2014 issue. This is no way for someone to run a business.

Business

Response:

Revdex.com spoke with a representative from the company who stated that they had been previously dispatched out by the warranty company for this customer prior, and that service fee was never paid. The representative also stated that they were dispatched out again recently for this second issue, and that the protocol from the warranty company is that they are not to tell the customer whether or not the issue will be covered. The guidelines from the warranty company are that they are to diagnose the issue and collect the service fee, and then give the diagnosis to the warranty company who will then make the determination whether or not the issue will be covered. She stated that the customer was upset that they would not tell them whether or not the issue would be covered at that initial visit, and once they found out that the warranty company was not covering it, they escalated it with the warranty company and got it covered. Sherry stated that they were then dispatched back out, and fixed the issue that was covered by the warranty company, and that the customer was responsible and did pay for the service fee. The representative also stated that per the warranty company's protocol, had the customer in fact had out a second company, which they did not, they would not have had to pay a second service fee. However, the issue was fixed by them and was covered under warranty.

Consumer

Response:

Dear Ms. [redacted],I just received an read the reply form Empire Plumbing regarding my complaint id [redacted]. While I do not at all agree with their version of events, they did in fact work with my warranty company to get the problem fixed. They left us without water for three days and seem to have no issue with this fact. In my opinion , their customer service skills are severely lacking. As to the prior service call, their fee was indeed paid. It was not paid at the time their two technicians were on my property but a check for the full deductible was mailed in to the company within a week of the service call and was promptly cashed. The letter sent with the payment requesting a phone call with the owner of the company went unanswered. I will pull those records tonight and send them to you tomorrow. This discrepancy needs to be cleared up on our account. I do not want this sent in to collections when I have paid them in full. Thank you, [redacted]Mobile [redacted]Fax [redacted]

Review: Empire Plumbing was assigned to handle my Hot Water Heater replacement by [redacted] Home Warranty Company, [redacted] 11/24/2015. A technician was dispatched on 11/25/2015 and determined unit needed replacement. On 11/27/2015 the paperwork was finally submitted to gain authorization after several follow-up phone calls. On 11/30/2015, after 7 days without hot water, I was informed that the water heater would not be replaced unless I promised to pay two not covered charges out of pocket (Neither of which had been mentioned prior) $85.00 Disposal fee. and $165.00 re-piping fee. I refused the disposal fee after the Home Warranty company stated it was optional. When I asked about the re-piping fee I was told that due to the age of my water heater the piping needed to brought up to code. I have several friends who are licensed plumbers who would have done the piping for free but was told that I could not have anyone else due the plumbing modification because it would jeopardize Empire's License. After I finally agreed to the charge and told that the Hot Water Heater was to be ordered I received a phone message from a representative of [redacted] stating that the Empire would not schedule the water heater replacement until I proved that the water heater had been disconnected, drained and moved by me because I had refused to have Empire dispose of the unit for me. I followed up with a phone call to [redacted] asking why this was not part of the covered replacement arguing that a unit could not be replaced if it is not removed. Empire agreed to disconnect and drain the unit at no charge. [redacted] and Empire have a negotiated rate for water heater replacements. I believe that I was charged the re-piping fee in an attempt by Empire to recoup some of the low payment they received from [redacted]. I could have installed the shark bite couplings and flex piping at a much lower cost myself.Desired Settlement: I think I should only have been billed for the materials used and at the most a prorated portion of the hourly rate. The Technician was already being paid a hourly rate for the Water Heater Replacement and he did not exceed the time allowed for the water heater replacement. I have several photos that show that the system was not brought up to code and that the piping that was done, could have been done, prior to the hot water heater replacement by anyone without effecting Empires license.

Business

Response:

Our technician, [redacted], was dispatched to the home of Mrs. [redacted] on Wednesday, November 25, 2015. He found her to have a leaking 50 gallon electric water heater made by State. Paperwork was turned in at the end of the day (as is our procedure). November 26, 2015 was Thanksgiving and our offices were closed for Thanksgiving as well as November 27, 2015, the Friday after Thanksgiving. However, I was in the office attempting to keep all paperwork caught up and processed. Mrs. [redacted], did in fact, call the office to check on the status of her claim. I accepted her call on that day and advised her that the office was closed but I was there to process paperwork from Wednesday. At that time, she began to rant about being without hot water. I advised her that when you are dealing with a warranty company for replacement there is paperwork that must be done and a process that must be followed. I advised her that I had to get authorization for her water heater. I told her that I would locate her paperwork and expedite the process, which I did. Normal turn around on a water heater replacement through a warranty company is 3-5 business days. With a warranty company water heater replacement there are always items that are not covered by the warranty company that the home owner must pay out of pocket. Our technicians evaluate the water heaters but are not authorized to quote the customer any pricing without prior approval from management. We have set pricing for our warranty customers that is at a discounted rate from our customers that pay out of pocket. After looking at Mrs. [redacted] water heater evaluation and getting authorization from the warranty company, it was determined that she had only 2 out of pocket expenses. The first being Disposal of the old unit. We work for five different warranty companies and they have determined disposal to include draining, removing, and haul away of the old water heater. For this our normal rate is $100.00 for a 50 gallon water heater, and only $85 for our warranty customers. The second item was a water re pipe, there are 2 most common reasons for need of a water re pipe. One is to bring the water lines to code and the other is because of the new regulations on water heaters imposed by the Federal Government, water heater sizes have changed and pipe modifications must be made. I can not say for sure which one Mrs. [redacted] fell under since I was not the one to diagnose. But my technician did specify that she needed a water re pipe. There is a flat rate charge for this. It is not excessive and again is discounted for our warranty customers. Normal charges for a water re pipe is 205.00, discounted to $165.00 for our warranty customers. Mrs. [redacted], did opt to not pay for disposal and the warranty company did advise her of what that meant. Mrs. [redacted] did ask to repipe it herself. She was advised that is not an option. It would jeopardize or license and we have to guarantee our work with the warranty company. After several calls, back and forth between myself, Mrs. [redacted] and the warranty company, I advised the warranty company that I would waive the disposal fee and all she would need to do is haul it away. She was adamant that her water heater be installed as quickly as possible. To appease the customer, I went as far as going to the supply house myself to pick up her water heater and rearranged other customers to get her water heater installed. Mrs. [redacted] water heater was installed on December 1st, two business days. This is very unusual to turn it around that quickly. It is of our opinion that we have gone above and beyond for this customer.