Fix-It Home Repairs

We will reimburse both items.

In response to the rebuttal from Ms. [redacted].  I would first like to address the comment about my excuses!  I in no way gave Ms. [redacted] and excuse and was merely explaining the process and steps we had taken to address the water issues. I am sorry for the misunderstanding and it being taken as excuses.  We were also unable to properly diagnose the problems such as checking the back side of the shower valve and the water heater and washing machine areas.  Ms. [redacted] was unwilling to move some personal items from these access points for us to further investigate.   My service manager handled most of this project and I not only reached out to Ms. [redacted] by phone to hear her issues but to also check up on any possible employee problems.  I am not clear on why the bath room faucet was replaced, if it was a recommendation or a customer request.  I do know for a fact that the entire base, under the kitchen sink had rotted out from a bad kitchen faucet and or leaks.  So the kitchen faucet was a must to not damage the new wood base we installed.  We also did some light electrical work and changed a switch and repaired a fan for Ms. [redacted].  I was called by my service technician and he stated that Ms. [redacted] told my service manager and it never was put on the work order.  I then instructed my specialist to perform the services for Ms. [redacted] at no charge.  No charge as it was not on the original order.  Still this did not seem to satisfy Ms. [redacted]?  I do not understand how when the service was still performed and we did not increase the amount due the customer was still unhappy?  I do understand that my service manager quoted Ms. [redacted] to further investigate the problem and may have misdiagnosed.  However, this is a process and there is some human error involved. This is no different than an Auto mechanic that replaces un-needed parts in hopes of isolating the possibilities and the true problem.  I am sure that there are other methods of diagnosis than ours as these companies are run by other people with different ideas and suggestions.  I do however take a great deal of pride and satisfaction in knowing that over our 15 plus years we have multitudes of customers that have again and again come back to us for their repair needs.  I personally called Ms. [redacted] in hopes of finding common ground, learning from the experience and making her happy.  I am not sure what we are being asked at this point.  Ms. [redacted] has spent a considerable amount of time damaging our reputation on the internet and now with the Revdex.com. I do understand that we make mistakes.  I do understand that all employees need managed.  I do understand that human error is always a possibility and I cannot possibly see and touch every project our company is involved in.   I do however research and always aim for higher standards and a more educated work force.  I have no problem in refunding the bathroom faucet as it may not have been an needed item.  However, I simply do not see that giving Ms. [redacted] a full refund for other non-related items is fair or practical.  The damage that Ms. [redacted] is creating in hopes of somehow receiving satisfaction that would have been given regardless far outweighs the cost of the refund. Please see the attached invoice from work performed for Ms. [redacted].  Line one would be the item that may not have been necessary and I would be willing to refund.  Again, I do not know all the circumstances surrounding that item.  I am still willing to refund that Item in hopes of satisfying Ms. [redacted].  However, the damage and reviews that attack our reputation will need to cease.  I wish that MS. [redacted] and  I could have sat down and come to a mutual agreement before it came to this mudslinging, reputation damaging situation it has become.  Should I have any of my facts misconstrued or am being poorly informed I encourage a in person meeting with Ms. [redacted] and myself.  ProfessionallyChad Wilcher

We are aware of Ms. [redacted] complaints as she also posted a negative review on [redacted] for the business.  I personally have been in contact with her and explained that certain steps needed to be taken to diagnose the issues with the water pressure. And the customer was in agreement as far as I am...

aware.

Review: Requested Fix-It to repair the following: No/very little water pressure, no hot water, rotten floor under kitchen sink and non-functioning lighting switches.

After several DAYS and almost $950, I still had no water pressure, no hot water but a new under sink floor and working light switch. Additionally, I had 2 new faucets installed.

Fit-It then said for an additional $1000 they would change out portions of the pipes to help with pressure. If that didn't work, they then would replace the water heater for an additional $1200.

Called in a licensed plumber and within 4 hours had great water pressure and hot water. All that was needed was a new pressure valve and to flush out the lines for hard water deposits. All this for less than $450. I also found out I did not need the new faucets.

When I called and talked to the owner of Fix-It, Chad, he said the technician told him there were no pressure issues. I had clearly told both the technician AND the owner (because both had come to my home) that there was a major pressure issue. They did not apologize nor offer a refund for the unnecessary work or charges.Desired Settlement: I would like to be refunded for all the time I was billed for as well as for the unnecessary faucets.

Business

Response:

We are aware of Ms. [redacted] complaints as she also posted a negative review on [redacted] for the business. I personally have been in contact with her and explained that certain steps needed to be taken to diagnose the issues with the water pressure. And the customer was in agreement as far as I am aware.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

"We are aware of Ms. [redacted] complaints as she also posted a negative review on [redacted] for the business. I personally have been in contact with her and explained that certain steps needed to be taken to diagnose the issues with the water pressure. And the customer was in agreement as far as I am aware."This response does not address the complaint I filed against Fix-It Repairs. The issue that was most important and the entire cause of my plumbing problem was the water pressure. Not once during the 2 days of work done did anyone test the pressure gauge. After "completion" of the work there was no improvement of water pressure, and on the subsequent proposed work orders there was no mention of testing or replacing the pressure gauge. I did talk to Chad the owner, but I was never happy with the results, with his explanation or his excuses.

Regards,

Business

Response:

In response to the rebuttal from Ms. [redacted]. I would first like to address the comment about my excuses! I in no way gave Ms. [redacted] and excuse and was merely explaining the process and steps we had taken to address the water issues. I am sorry for the misunderstanding and it being taken as excuses. We were also unable to properly diagnose the problems such as checking the back side of the shower valve and the water heater and washing machine areas. Ms. [redacted] was unwilling to move some personal items from these access points for us to further investigate. My service manager handled most of this project and I not only reached out to Ms. [redacted] by phone to hear her issues but to also check up on any possible employee problems. I am not clear on why the bath room faucet was replaced, if it was a recommendation or a customer request. I do know for a fact that the entire base, under the kitchen sink had rotted out from a bad kitchen faucet and or leaks. So the kitchen faucet was a must to not damage the new wood base we installed. We also did some light electrical work and changed a switch and repaired a fan for Ms. [redacted]. I was called by my service technician and he stated that Ms. [redacted] told my service manager and it never was put on the work order. I then instructed my specialist to perform the services for Ms. [redacted] at no charge. No charge as it was not on the original order. Still this did not seem to satisfy Ms. [redacted]? I do not understand how when the service was still performed and we did not increase the amount due the customer was still unhappy? I do understand that my service manager quoted Ms. [redacted] to further investigate the problem and may have misdiagnosed. However, this is a process and there is some human error involved. This is no different than an Auto mechanic that replaces un-needed parts in hopes of isolating the possibilities and the true problem. I am sure that there are other methods of diagnosis than ours as these companies are run by other people with different ideas and suggestions. I do however take a great deal of pride and satisfaction in knowing that over our 15 plus years we have multitudes of customers that have again and again come back to us for their repair needs. I personally called Ms. [redacted] in hopes of finding common ground, learning from the experience and making her happy. I am not sure what we are being asked at this point. Ms. [redacted] has spent a considerable amount of time damaging our reputation on the internet and now with the Revdex.com. I do understand that we make mistakes. I do understand that all employees need managed. I do understand that human error is always a possibility and I cannot possibly see and touch every project our company is involved in. I do however research and always aim for higher standards and a more educated work force. I have no problem in refunding the bathroom faucet as it may not have been an needed item. However, I simply do not see that giving Ms. [redacted] a full refund for other non-related items is fair or practical. The damage that Ms. [redacted] is creating in hopes of somehow receiving satisfaction that would have been given regardless far outweighs the cost of the refund. Please see the attached invoice from work performed for Ms. [redacted]. Line one would be the item that may not have been necessary and I would be willing to refund. Again, I do not know all the circumstances surrounding that item. I am still willing to refund that Item in hopes of satisfying Ms. [redacted]. However, the damage and reviews that attack our reputation will need to cease. I wish that MS. [redacted] and I could have sat down and come to a mutual agreement before it came to this mudslinging, reputation damaging situation it has become. Should I have any of my facts misconstrued or am being poorly informed I encourage a in person meeting with Ms. [redacted] and myself. ProfessionallyChad Wilcher

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

When [redacted] from Fix-It came to my home to see what needed to be done and to come up with an estimate, he was shown exactly what and where the problems were. 1. Little to no water pressure from all faucets – including outside 2. Rotted floorboard under the sink and a leak from somewhere causing the issue 3. Non-working lights in the bathroom Throughout the visit, [redacted] took pictures of what needed to be done. At that time I told [redacted] that I wanted the work done and to go ahead and schedule it. Chad also was there but did not participate in the initial overview. He had suggested the pressure relief valve might be the issue or the water heater. After I received the estimate, it was my oversight that did not notice that the electrical work was not listed. I fully accept responsibility for that. However, the issue of the water pressure and the pressure relief valve was relegated to being a note (#2 on the invoice) I also take responsibility for not questioning why the bathroom faucet needed to be replaced since it was not leaking like the sink faucet was. [redacted] did show Chad the pictures of the items to be fixed when I confronted them about the issue of the electrical work and at that time Chad said to do it and not charge for it. Doing some research, found that the Delta 522 bathroom faucet costs approximately $84 if I bought it. That means Fix-It was charging $180 to swap out the faucet. The Delta 400 series kitchen faucet can be purchased for $79 if I bought it, so Fix-It was charging $185 to change that one. Even with a going rate of $60 per hour for labor, I know that each faucet change did not take 3 hours since I have a witness. On day #1, [redacted] arrived to make the repairs. He did an overview, then removed & replaced the 2 faucets. He figured out the light issues and realized that it was a switch in the fan light but did not have the part till day 2. The wall switch he did not fix. He did spend almost 2 hours under the house but did not test the pressure relief valve. After double checking with my witness, I found out the cartridge in the shower was not replaced that day. On day 2, [redacted] fixed the fan light, figured out the issue with the wall switch and cut out the rotten floor under the sink and looked at the water heater. Again the shower cartridge was not replaced. On day 3 [redacted] returned with his wife and another technician. At that time the wall switch was fixed and the new floor was installed under the sink. The shower cartridge was not replaced. There was still very little water pressure on the cold side, and none to just a trickle on the hot. This is when [redacted] speculated on the actual pipes being the issue and/or the water heater. He then said he would come up with the next estimate on how to fix the problem. A week later I received the estimates which again did not say anything about the pressure relief valve but instead suggested removing & replacing pipe and/or replacing the water heater at an additional $2356.00 See attached PDF. As I see it, I was charged $264.89 for a faucet that did not need to be replaced and $180.90 for a cartridge that was not replaced. I am more than willing to call the matter settled if those 2 items are reimbursed.

Regards,

Business

Response:

We will reimburse both items.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,