We were originally called out to this customer's home on September 29, to determine why their toilets were not flushing properlyThe customer was made aware of our labor fees during schedulingWe determined that it was not a main line stoppage like they originally suspected and found that
all of the toilets had calcium build upToilets were also all old and did not have enough pressure to flush all of the water downRecommended that all three toilets be replaced and submitted a proposal to the customer to do soWe submitted the proposal to the homeowner via email and they sent back a signed copy agreeing to pay the amount quotedThe amount quoted on the proposal is $and this is the only amount that was ever collected from this customer by usThe customer purchased their own toilets and had them at the job site the day of the installationWe did not transport the new toilets at any point in timeWe installed the three new toilets that were on site on October 20, The tenant signed off on our invoice when the job was completedThe tenant was given instructions to not use any of the toilets for at least hours since they require this time to dry completely to avoid any future complicationsWe returned to the job site on November 15, after receiving a phone call from the customer stating that there was an issue with the upstairs master bathroom toiletUpon arrival our plumber found a puddle of water on the floor beside the toiletHe flushed the toilet a couple of times and saw that water was coming out from the left side of the toiletHe went through the proper process of disconnecting the toilet to see if there was an issue with the installation that was perhaps causing this leakOnce the toilet was disconnected and removed from the floor he could clearly see that the wax seal we installed on October 10, was still dry which indicated that the leak was not due to an issue with our installationHe reset the toilet with a new wax seal and found that the toilet seemed to no longer leak until after about 10-flushesHe made the tenant on site aware that there is likely a hairline crack causing the leak and that the location the toilet was purchased from and/or the manufacturer would need to be contacted in order for them to get a replacement toiletOn November 16, our office was able to reach the individual overseeing this project and they declined the replacement of the defective toilet stating that they did not want to pay us to install the new toilet they would get from the manufacturerWe made it very clear to both the homeowner and the tenant that we would not install another toilet for them at no charge because it was already determined/proven that the issue was due to a defective toilet and not our installationBeginning on November 21, the tenant that resides at the job site began to call our office questioning why we were not going to replace the defective toiletWe explained to him that the homeowner didnot agree to the fee to replace the toilet and that we could not return to the home without their consentThe tenant became furious as he was not made aware of this by the homeowner and began to yell and curse over the phone to our office employeeHe was demanding that we return to the home and replace the toilet and had to be told multiple times that we would not return to the home without the replacement fee being agreed upon by the homeownerWe received a voicemail from the homeowner on November 24, asking us to deal directly with the tenant however they made it clear that they still were not going to pay the replacement feeDue to the refusal to pay the replacement fee we did not return to the job site to install a new toilet and due to the yelling and inappropriate language used over the phone by the tenant we made the decision to discontinue our services to these customers at this job site and any future job siteThe safety and well-being of our employees is of utmost importance to us and we will not send them into any potentially hostile environmentsOf the three times we were at the job site we only charged and collected for the installation of three toiletsWe waived the labor fee of $for September 29, in an effort to build a positive business relationship with the customer since they agreed to the toilet installation proposalWe waived the labor fee of $for November 15, due to the yelling and inappropriate language from the tenant as well and the refusal to pay for the replacement fee by the homeowner as we deemed it better for us to cut our losses at this point rather than to go through the process of trying to collect for the labor feePlease also keep in mind that the price on the proposal is $lower than what we usually charge since we applied a discount to the labor to install the three toilets again in an effort to build a positive business relationship with the customerAll together we did not charge this customer a total of $in labor fees that we could have billed for seeing as how we completed installation and investigative work on the job siteCopies of invoices, the signed/approved proposal, proof that payment was only processed for $and no other fees, and email communications between our office and the customers are available and can be sent to you upon request
Complaint: [redacted]
I am rejecting this response because: the reason the toilet tile is during installation the t ch did not shim the toilet at all causing it to break upon its first use and when tech came back out even said it was not shimmed and now they blame the toilet having s hair line crack. Also tenant point d out the toilet was not working to the capacity the other two identical toilets were at time of installation and tech gave a bt excuse saying it’s a low flow toilet. Yet when they come back they want us to pay to replace a defective toilet even though tech said that it was working properly the exact same way at previous visit
Regards,
[redacted]
We were originally called out to this customer's home on September 29, to determine why their toilets were not flushing properlyThe customer was made aware of our labor fees during schedulingWe determined that it was not a main line stoppage like they originally suspected and found that
all of the toilets had calcium build upToilets were also all old and did not have enough pressure to flush all of the water downRecommended that all three toilets be replaced and submitted a proposal to the customer to do soWe submitted the proposal to the homeowner via email and they sent back a signed copy agreeing to pay the amount quotedThe amount quoted on the proposal is $and this is the only amount that was ever collected from this customer by usThe customer purchased their own toilets and had them at the job site the day of the installationWe did not transport the new toilets at any point in timeWe installed the three new toilets that were on site on October 20, The tenant signed off on our invoice when the job was completedThe tenant was given instructions to not use any of the toilets for at least hours since they require this time to dry completely to avoid any future complicationsWe returned to the job site on November 15, after receiving a phone call from the customer stating that there was an issue with the upstairs master bathroom toiletUpon arrival our plumber found a puddle of water on the floor beside the toiletHe flushed the toilet a couple of times and saw that water was coming out from the left side of the toiletHe went through the proper process of disconnecting the toilet to see if there was an issue with the installation that was perhaps causing this leakOnce the toilet was disconnected and removed from the floor he could clearly see that the wax seal we installed on October 10, was still dry which indicated that the leak was not due to an issue with our installationHe reset the toilet with a new wax seal and found that the toilet seemed to no longer leak until after about 10-flushesHe made the tenant on site aware that there is likely a hairline crack causing the leak and that the location the toilet was purchased from and/or the manufacturer would need to be contacted in order for them to get a replacement toiletOn November 16, our office was able to reach the individual overseeing this project and they declined the replacement of the defective toilet stating that they did not want to pay us to install the new toilet they would get from the manufacturerWe made it very clear to both the homeowner and the tenant that we would not install another toilet for them at no charge because it was already determined/proven that the issue was due to a defective toilet and not our installationBeginning on November 21, the tenant that resides at the job site began to call our office questioning why we were not going to replace the defective toiletWe explained to him that the homeowner didnot agree to the fee to replace the toilet and that we could not return to the home without their consentThe tenant became furious as he was not made aware of this by the homeowner and began to yell and curse over the phone to our office employeeHe was demanding that we return to the home and replace the toilet and had to be told multiple times that we would not return to the home without the replacement fee being agreed upon by the homeownerWe received a voicemail from the homeowner on November 24, asking us to deal directly with the tenant however they made it clear that they still were not going to pay the replacement feeDue to the refusal to pay the replacement fee we did not return to the job site to install a new toilet and due to the yelling and inappropriate language used over the phone by the tenant we made the decision to discontinue our services to these customers at this job site and any future job siteThe safety and well-being of our employees is of utmost importance to us and we will not send them into any potentially hostile environmentsOf the three times we were at the job site we only charged and collected for the installation of three toiletsWe waived the labor fee of $for September 29, in an effort to build a positive business relationship with the customer since they agreed to the toilet installation proposalWe waived the labor fee of $for November 15, due to the yelling and inappropriate language from the tenant as well and the refusal to pay for the replacement fee by the homeowner as we deemed it better for us to cut our losses at this point rather than to go through the process of trying to collect for the labor feePlease also keep in mind that the price on the proposal is $lower than what we usually charge since we applied a discount to the labor to install the three toilets again in an effort to build a positive business relationship with the customerAll together we did not charge this customer a total of $in labor fees that we could have billed for seeing as how we completed installation and investigative work on the job siteCopies of invoices, the signed/approved proposal, proof that payment was only processed for $and no other fees, and email communications between our office and the customers are available and can be sent to you upon request
Complaint: [redacted]
t excuse saying it’s a low flow toilet. Yet when they come back they want us to pay to replace a defective toilet even though tech said that it was working properly the exact same way at previous visit
I am rejecting this response because: the reason the toilet tile is during installation the t ch did not shim the toilet at all causing it to break upon its first use and when tech came back out even said it was not shimmed and now they blame the toilet having s hair line crack. Also tenant point d out the toilet was not working to the capacity the other two identical toilets were at time of installation and tech gave a b
Regards,
[redacted]