Espresso Etc

The customer was given pricing well before this job was startedAt no time was the customer prevented from getting other estimates for the work we did At no time was the customer given any type of hours or material estimates we are a flat rate company we are not a time and materials company Upon completion of the job all contaminating debris which had been released into the domestic water system, as a result of the water softener failing, had been eliminated and all fixtures were flowing as designedAs well as all parts needing to be replaced had been replaced

Yes we have spoken to the homeowner and she stated that we were responsible for damages to her granite We ask her to kindly file a claim with her insurance company and then they would contact our insurance company so that the adjuster could be sent to inspect the damages She became very upset when ask to follow insurance procedure At this time we do not feel that we are responsible for the damage she is claiming so we wanted a third party to inspect

We apologize for any unprofessional customer service experience you may have experienced with any of our employees Issues regarding your service request through [redacted] should be directed to them at [redacted] Again the $service fee was NOT PAID to our company We have made [redacted] aware of your complaintSince no payment has been received by Immediate Response Plumbing we do not understand what resolution you are seeking

Complaint: [redacted] I am rejecting this response because:I received a call from the company's insurance adjuster and he states the company is denying damages They will not investigate or come out to the homePretty much the claim is closedI'm sure I am not the first to file a claim [redacted] must know the proceduresInsurance company will not take action if Immediate Response Plumbing doesn't agree to damagesBy the pictures I've submitted there were no damages before removing faucet Regards, [redacted]

Our insurance company has spoken with the owner and they have made their decision

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] The home is a rental property and is not covered under rental dwelling policy

After reading the customer's response that she had another plumber out and they found a leak in another area than where we had made previous repairs it was then exactly what we expectedAnd the customer was charge for excavation and repairs as she stated. The price which she paid another company is not relevant to our work ethic or warranty we gave her initially. We regret that she chose to go with a different company but as a consumer that is always the case. As previously stated we will back our warranty but we have to be given the opportunity to investigate. As it turned out her recent leak had nothing to do with our work

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Yes they took care of it last Wednesday. * *** *** *** *** *** *** *** *** ** *** *** *** ***
*** ** * *** *** *** * *** ** *** *** *** * *** *** *** *** ** ** *** *** ** *** Thank you, William Smith
Regards,
William Smith

Attached you will find the American Home Shield request the "urgency" was a call and had been transferred from another company who the homeowner had stated never called him to make an appointment. We explained to him that we did not have availability but that we would make the effort to
work him in either later that day or the next. We were able to secure a spot or him that very day and left no less that voicemail messages for him. He did not return the call until the next day explaining he had a "security type" job and was not able to answer his phoneHe wanted service right that minute and we did not have anyone available till the afternoon he hung up on the person he was speaking to. Once again may I reiterate that the job we accepted was not an "expedited" call it was a "normal" call which means we have hours to provide serviceI am sorry that the customer was not serviced in a timely way by the first company American Home Shield assigned the call to and I believe that is where his frustration began. As stated above we did try to accommodate him the very day we received the request unfortunately the customer was not available

Complaint: ***
I am rejecting this response because:i don't agree with the *** or the insurance companyI filed claim and didn't take long for them to tell me claim will be closedAgain *** is denying damagesI have photos prior to the second visit there were no damages to the graniteBefore making a report with American home shield I asked my dad to fix faucetI inspected faucet and so did heI know there were no damagesImmediate response came out for the first time and there were no damagesI do no agree and feel *** is not taking responsibility for his employees.
Regards,
*** ***

In an attempt to respond to the customers request we have issued a credit to her credit card in the amount of $1000.00. Sincerely,*** ** ***, ownerImmediate Response Plumbing & Rooter Service, Inc

Complaint: ***
I am rejecting this response because I would like clarification on the response that the $was not paidI'm aware I did not pay the amount However, I was informed I would be billed for it Are you saying I do not owe the $because you are sorry and are taking accountability for sending a plumber out when you should not have? If that is the case, the issue is resolved If you are deferring the issue and attempting to rely on *** ***, my issue has not been resolved because they are not to blame in this case.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I feel that I have already paid for the excavation. If it is not their leak, fine, then they can close the hole again. However, I have called anotherplumber and has found the leak in another area. I could not wait for their response because my water bill was getting higher and I had to find the problem. I am replacing my water lineat a lower price than they quoted and the work that was done to find the leak at a much lower price that I paid them. I will nor recommend Immediate Response to another because of theirwork ethics
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:I received a call from the company's insurance adjuster and he states the company is denying damages.  They will not investigate or come out to the home. Pretty much the claim is closed. I'm sure I am not the first to file a claim[redacted] must know the procedures. Insurance company will not take action if Immediate Response Plumbing doesn't agree to damages. By the pictures I've submitted there were no damages before removing faucet. 
Regards,
[redacted]

Tell us why [redacted]><font face=[redacted]>We are more than happy to honorour warranty, however the customer is refusing to allow us to excavate the areato check our work because if it is NOT related to our previous repairs...

therewill be a fee for exaction of $395 she said she will not pay anythingregardless if this is a new leak. This customer has had multiple leaks and wehave given estimates to replace the entire water service but she has refusedreplacement and only wants to do spot repairs.[redacted]>here...

We apologize for any unprofessional customer service experience you may have experienced with any of our employees.  Issues regarding your service request through [redacted] should be directed to them at [redacted].  Again the $75 service fee was NOT PAID to our company.  We have made [redacted] aware of your complaint. Since no payment has been received by Immediate Response Plumbing we do not understand what resolution you are  seeking.

Yes we have spoken to the homeowner and she stated that we were responsible for damages to her granite.  We ask her to kindly file a claim with her insurance company and then they would contact our insurance company so that the adjuster could be sent to inspect the damages.  She became...

very upset when ask to follow insurance procedure.  At this time we do not feel that we are responsible for the damage she is claiming so we wanted a third party to inspect.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
The company still did not adhere to itswarranty in that they were charging for excavating a hole that they had already dug and I had already paid for excavating.  However, the problem no longer exists since another plumbertook care of digging and replacing their work.
Regards,
[redacted]

The customer did not pay the $75 service fee.  As per our agreement with [redacted] we respond to each request for service and schedule with the customer.  [redacted] is made aware that the customer did NOT pay the $75 service fee.

Complaint: [redacted]
I am rejecting...

this response because: The response does not address the two issues: (1) the $75 fee is not owed because the service call should have not occurred. The business needs to be held accountable for their mistake as they should not have sent anyone to my home for something they could not fix. I described the exact issue over the phone and was told by Immediate Response Plumbing they could fix the issue which was incorrect. The second issue is how unbelievably unprofessional and rude the situation was handled by the office manager.  Neither issue was addressed in the reply. 
Regards,
[redacted]