***’s Plumbing Service, Inc
center;">3rd Avenue Chula Vista, Ca 619-427-Fax # 619-427-***[email protected]
TO *** ***/Revdex.com
DATE: 11/28/REGARDING : *** *** COMPLAINT #***
THE CUSTOMER CALLED REQUESTING SERVICE FOR A “BAD ODOR” AT A TENANTS HOMEUNFORTUNATELY OUR COMPUTER WAS DOWN AND OUR DISPATCHER ASSUMED DURING THE CONVERSATION THAT SHE WAS AN EXISTING CUSTOMER AND KNEW OUR RATES, WHICH ARE $99/HR AND A $TRUCK FEEWE DO NOT SEND OUT A PLUMBER TO “DIAGNOSE”….THAT IS A SERVICE CALL.
AFTER A SHORT WHILE , IT WAS EVIDENT THE CUSTOMER WAS UNHAPPY WITH THE PERCEIVED MISCOMMUNICATION BETWEEN HERSELF AND OUR DISPATCHERAT THAT TIME OUR DISPATCHER SUGGESTED, SINCE NO WORK WAS COMPLETED EXCEPT DRIVING OUT TO THE RESIDENCE, WHICH SHE WAS CHARGED .5/HR LABOR $45, SHE WAS FREE TO CALL SOMEONE ELSETHE CUSTOMER VERIFIED SHE
WOULD STILL LIKE THE WORK DONE. SHE SCHEDULED NOV 11, IN THE A.MAND OUR DISPATCHER WAS TOLD BY THE HUSBAND THAT THE TENANT WOULD BE HOME DURING THE DAY. AS THINGS GO IN THE PLUMBING BUSINESS, ON THE 11TH AN EMERGENCY MAIN LINE STOPPAGE CAME UP AND THE OWNER REROUTED THE PLUMBER FIRST THING IN THE MORNING TO COMPLETE THE EMERGENCY JOBOUR DISPATCHER DID NOT CALL THE ORIGINAL CUSTOMER BECAUSE WE THOUGHT THE TENANT WOULD BE THERE ALL DAY PER HER HUSBAND SO, NO-ONE WOULD BE PUT OUTTHAT WAS THE SECOND MISCOMMUNICATION.
OUR PLUMBER DID GET TO THE JOB ON THE 11TH AT 12:, COMPLETED THE WORK, SEE WORK ORDER #*** (ATTACHED)THE CUSTOMERS HUSBAND GAVE US A CREDIT CARD . IN THE YEARS OUR DISPATCHER HAS BEEN WITH US , THERE MAY HAVE BEEN TO COMPLAINTS ABOUT SCHEDULINGCONSIDERING SHE SCHEDULES ANYWHERE FROM TO CALL PER DAY DAYS A WEEK , I FEEL THE ODDS ARE IN OUR FAVOR. I AM SORRY THIS CUSTOMER WAS UNHAPPY AND REGRET THAT.
WHAT WE LEARNED, UNDER ALL CIRCUMSTANCES, COMPUTER UP OR DOWN, NEVER ASSUME ANYTHING…OUR CUSTOM IS TO INFORM THE CUSTOMER OF ALL CHARGES AT FIRST CONACT
Sincerely,
*** ***
To whom it may concern,
On Jan the customer called and spoke to *** our dispatcher about needing a water heater replaced that was leaking
Our policy is to ask for the model and serial # of the old one to determine what to order and bring outThe
customer
was not at home and did know the model # or serial # but agreed to our plumber coming out to determine where it was leaking and check what kind
of water heater she ownedHe did that sat Jan 30. We have always had a hour minimum labor charge of $an hourThe customer
was informed of that and agreedOur plumber went to her home and determined that she in fact had a water
heater with a power vent which is a special order water heater and is more expensive than a residential
water heater. WE ordered it. The customer called us Monday, still wanting us to come and install the water heater and then
gave us the model and serial #We had already determined it was a water heater with a power vent when our plumber was
authorized by the customer to go to her home sat. We have changed our policy, because of this
customer, to never agree, no matter how insistent the customer is to go out to their home unless THEY
give us the correct information from the onset. She cancelled the call due
to the higher estimate after we determined the type of water heater she had. This was after our plumber went out at $120/hr,
our parts mgr ordered the special water heater and our dispatchers trying to please herSo, yes, this customer was
charged the $120/minimumThank you ,
*** ***
***’s Plumbing Service, Inc
center;">3rd Avenue Chula Vista, Ca 619-427-Fax # 619-427-***[email protected]
TO *** ***/Revdex.com
DATE: 11/28/REGARDING : *** *** COMPLAINT #***
THE CUSTOMER CALLED REQUESTING SERVICE FOR A “BAD ODOR” AT A TENANTS HOMEUNFORTUNATELY OUR COMPUTER WAS DOWN AND OUR DISPATCHER ASSUMED DURING THE CONVERSATION THAT SHE WAS AN EXISTING CUSTOMER AND KNEW OUR RATES, WHICH ARE $99/HR AND A $TRUCK FEEWE DO NOT SEND OUT A PLUMBER TO “DIAGNOSE”….THAT IS A SERVICE CALL.
AFTER A SHORT WHILE , IT WAS EVIDENT THE CUSTOMER WAS UNHAPPY WITH THE PERCEIVED MISCOMMUNICATION BETWEEN HERSELF AND OUR DISPATCHERAT THAT TIME OUR DISPATCHER SUGGESTED, SINCE NO WORK WAS COMPLETED EXCEPT DRIVING OUT TO THE RESIDENCE, WHICH SHE WAS CHARGED .5/HR LABOR $45, SHE WAS FREE TO CALL SOMEONE ELSETHE CUSTOMER VERIFIED SHE
WOULD STILL LIKE THE WORK DONE. SHE SCHEDULED NOV 11, IN THE A.MAND OUR DISPATCHER WAS TOLD BY THE HUSBAND THAT THE TENANT WOULD BE HOME DURING THE DAY. AS THINGS GO IN THE PLUMBING BUSINESS, ON THE 11TH AN EMERGENCY MAIN LINE STOPPAGE CAME UP AND THE OWNER REROUTED THE PLUMBER FIRST THING IN THE MORNING TO COMPLETE THE EMERGENCY JOBOUR DISPATCHER DID NOT CALL THE ORIGINAL CUSTOMER BECAUSE WE THOUGHT THE TENANT WOULD BE THERE ALL DAY PER HER HUSBAND SO, NO-ONE WOULD BE PUT OUTTHAT WAS THE SECOND MISCOMMUNICATION.
OUR PLUMBER DID GET TO THE JOB ON THE 11TH AT 12:, COMPLETED THE WORK, SEE WORK ORDER #*** (ATTACHED)THE CUSTOMERS HUSBAND GAVE US A CREDIT CARD . IN THE YEARS OUR DISPATCHER HAS BEEN WITH US , THERE MAY HAVE BEEN TO COMPLAINTS ABOUT SCHEDULINGCONSIDERING SHE SCHEDULES ANYWHERE FROM TO CALL PER DAY DAYS A WEEK , I FEEL THE ODDS ARE IN OUR FAVOR. I AM SORRY THIS CUSTOMER WAS UNHAPPY AND REGRET THAT.
WHAT WE LEARNED, UNDER ALL CIRCUMSTANCES, COMPUTER UP OR DOWN, NEVER ASSUME ANYTHING…OUR CUSTOM IS TO INFORM THE CUSTOMER OF ALL CHARGES AT FIRST CONACT
Sincerely,
*** ***
To whom it may concern,
On Jan the customer called and spoke to *** our dispatcher about needing a water heater replaced that was leaking
Our policy is to ask for the model and serial # of the old one to determine what to order and bring outThe
customer
was not at home and did know the model # or serial # but agreed to our plumber coming out to determine where it was leaking and check what kind
of water heater she ownedHe did that sat Jan 30. We have always had a hour minimum labor charge of $an hourThe customer
was informed of that and agreedOur plumber went to her home and determined that she in fact had a water
heater with a power vent which is a special order water heater and is more expensive than a residential
water heater. WE ordered it. The customer called us Monday, still wanting us to come and install the water heater and then
gave us the model and serial #We had already determined it was a water heater with a power vent when our plumber was
authorized by the customer to go to her home sat. We have changed our policy, because of this
customer, to never agree, no matter how insistent the customer is to go out to their home unless THEY
give us the correct information from the onset. She cancelled the call due
to the higher estimate after we determined the type of water heater she had. This was after our plumber went out at $120/hr,
our parts mgr ordered the special water heater and our dispatchers trying to please herSo, yes, this customer was
charged the $120/minimumThank you ,
*** ***