Sent: Tuesday, March 21, 11:AMSubject: Complaint # [redacted] This email is in response to claim # [redacted] fromMrMervin T Schaefer Able plumbing was called out on a weekend service call in reference to no hot waterThe tech arrived at the customers home and diagnosed the problem to find that the water heater was not workingDue to todays regulations and manufacturing of water heaters we are advised to contact technical support for troubleshootingAt that time they tell us the part that is needed to correct the problemThe part is shipped to the supply house and we are notified when it is ready for pick-upWe received the part and installed it however it did not correct the problem therefore we had to call technical support and make them aware of the issueAt that time they suggested installing another partIt was shipped we picked it up and installed it and now the water heater is working fine at this timeWhat we have learned in the past is that the manufacturer does a process of elimination meaning if the first part doesn't fix the problem then try another oneI agree it can be aggravating for the homeowner however it is out of our control As far as the complaint about communication I will agreeour weekend tech did forget to make the company aware on Monday that this job was still pending from the weekendThat matter has been handled through Able plumbingAs far as the customer stating that the service manager was at lunch and was not to be disturbed is untrueHis phone was in his vehicle on charge at the timeOnce he returned the customer was contacted immediatelyAble plumbing has tried to explain the process of the water heater repairs through the manufacturer and have been very apologetic during the process Once again Able plumbing apologizes for any and all inconveniences to the customer on this matter Sincerely, Ben [redacted] Owner-Able Plumbing
Sent: Tuesday, March 21, 11:AMSubject: Complaint # [redacted] This email is in response to claim # [redacted] fromMrMervin T Schaefer Able plumbing was called out on a weekend service call in reference to no hot waterThe tech arrived at the customers home and diagnosed the problem to find that the water heater was not workingDue to todays regulations and manufacturing of water heaters we are advised to contact technical support for troubleshootingAt that time they tell us the part that is needed to correct the problemThe part is shipped to the supply house and we are notified when it is ready for pick-upWe received the part and installed it however it did not correct the problem therefore we had to call technical support and make them aware of the issueAt that time they suggested installing another partIt was shipped we picked it up and installed it and now the water heater is working fine at this timeWhat we have learned in the past is that the manufacturer does a process of elimination meaning if the first part doesn't fix the problem then try another oneI agree it can be aggravating for the homeowner however it is out of our control As far as the complaint about communication I will agreeour weekend tech did forget to make the company aware on Monday that this job was still pending from the weekendThat matter has been handled through Able plumbingAs far as the customer stating that the service manager was at lunch and was not to be disturbed is untrueHis phone was in his vehicle on charge at the timeOnce he returned the customer was contacted immediatelyAble plumbing has tried to explain the process of the water heater repairs through the manufacturer and have been very apologetic during the process Once again Able plumbing apologizes for any and all inconveniences to the customer on this matter Sincerely, Ben [redacted] Owner-Able Plumbing