Furniture Dock

[redacted] , thank you for taking the time out of your day to provide us with this feedbackWe are very sorry to hear that we were not able to meet your expectations surrounding this issue and that you had to have an experience with a disaster clean up teamMany factors can contribute to sagging pipes, from the material, age, installation and so onOften times, these are not a quick issue to develop and happen slowly over timeWhen the grade or angle of the pipes are fractions of an inch, they can often times not be easily noticable as a technician crawls through a crawlspaceAs we clear drain lines in homes, we do our best to clean it out, however we cannot completely ensure that grease build up and a number of other stoppage causing issues are not still presentI understand our management team has reached out to you multiple times regarding this and want to reach a resolutionWe would love the opportunity to continue to work this out with you and get this resolved to the best of our abilityIf you wish to continue to work together on this, please reach out to Shayne at Best regards, Max S [redacted]

Complaint: [redacted] I am rejecting this response because:Your statements do not take into account the fact that over a year period your technicians didn't crawl under the house until the last visits this year! We realize that things build up over time, but we feel that when you continue to come out for the same problem, it is time to look at the problem from a different angleAs for someone trying to work this out, is not trueAfter we found that we needed Disaster Response, your technician left, and he forgot some of his tools hereBut he didn't come by and pick them up, he asked the disaster crew to pick them up for himSince then, we have not heard from anyone in regards to the issueAnd I really don't feel that a free one year subscription to your "insurance" plan, will cover this issueIt is very important that businesses be above board and admit when they have dropped the ball when this type of problem arise Sincerely [redacted]

First off, we are sorry there is so much frustration surrounding this concernWe absolutely understand that we cleared the kitchen sink p-trap in and fortunately you had no issues until when it backed up and we cleared the sink againIf the kitchen sink clears through by clearing the p-trap into the main line, we do not investigate into the crawlspace since the issue was in piping typically visible under the sinkI apologize that you would have liked us to have done a plumbing inspection, which we do offer with our maintenance plan and when there are severe problems with the plumbingThis year when the main drain line in the home backed up, that does require us to go into the crawlspace to investigate and identify the root cause, which our technicians did and identified some serious concerns with the pipingAt that point in time we suggested solutions to the problem, however the work we suggested to ensure issues down the road would not happen, was not acceptedWhen it backed up again, our technician went out and even cut out a cracked wye and 5’ of pipe and replaced it at no cost to youI apologize that the tools left were an inconvenience to you and we should have gone back out to get thoseAt that point in time, you spoke with our Professional FollSupervisor and our Service Manager regarding this issueOur Service Manager is more than happy to follow up with you to discuss this further at 208.376.7473, he will also follow up with you once he is back in the office to ensure that we get this resolved

Our Senior Operations Manager at APlumbing and Perfect Air spoke to *** *** *** and his fiancé in regards to their account and specifically this unfortunate issue. He was able to resolve this issue with *** *** and offered a full refund for his costs which he did accept.
Further, he met with the Plumbing Technician and coached this individual on the proper procedures in this type of job and ensured he was equipped with the proper equipment. Our Senior Manager did speak with *** *** within two days of receiving this issue and was able to work out the refund which was processed and a check was sent the following Monday, September 21st. He was in contact with *** *** the week of September 21st to ensure he had received the check and *** *** confirmed that he had received his check. ***
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Robert and I reviewed the situation regarding the gas leak and other concerns he expressedMuch of the confusion boiled down to misunderstandings regarding getting our after hours technician out there as soon as possibleAfter reviewing the phone calls, our dispatcher did advised Mrs*** that
we would either be getting our after hours technician out there or our Service Manager and that he had to make a few phone calls in order to identify who would be out there quickestHe then called to advise her that our after hours technician would be en route and be there roughly around the same time as the person from Intermountain GasOnce there the issue was resolvedDue to the issues and the misunderstanding, Robert agreed that a partial refund and maintenance would be acceptable and stated that he would continue to use our services moving forward

Complaint: [redacted]I am rejecting this response because:We have had numerous technicians come out in regards to the same problem, where the line was backing up into the sink, dishwasher and washing macine. We feel that there has been a lack of consistency in regards to this problem. Each time someone has come out, we have discribe the problem and the response has been to snake the pipes. Additionally, the "insurance" plan that would cover checking under the house was not offered until this last incident. We appreciate the work that was done by Allen and Kenny, but still feel that with the repeated calls for the same problem would have raised some flags that could have prevented the damage that has happened at our home. We again are not 100% satisfied.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Your statements do not take into account the fact that over a 7 year period your technicians didn't crawl under the house until the last 2 visits this year! We realize that things build up over time, but we feel that when you continue to come out for the same problem, it is time to look at the problem from a different angle. As for someone trying to work this out, is not true. After we found that we needed Disaster Response, your technician left, and he forgot some of his tools here. But he didn't come by and pick them up,  he asked the disaster crew to pick them up for him. Since then, we have not heard from anyone in regards to the issue. And I really don't feel that a free one year subscription to your "insurance" plan, will cover this issue. It is very important that businesses be above board and admit when they have dropped the ball when this type of problem arise.
Sincerely
[redacted]

[redacted], thank you for taking the time out of your day to provide us with this feedback. We are very sorry to hear that we were not able to meet your expectations surrounding this issue and that you had to have an experience with a disaster clean up team. Many factors can contribute to sagging pipes,...

from the material, age, installation and so on. Often times, these are not a quick issue to develop and happen slowly over time. When the grade or angle of the pipes are fractions of an inch, they can often times not be easily noticable as a technician crawls through a crawlspace. As we clear drain lines in homes, we do our best to clean it out, however we cannot completely ensure that grease build up and a number of other stoppage causing issues are not still present. I understand our management team has reached out to you multiple times regarding this and want to reach a resolution. We would love the opportunity to continue to work this out with you and get this resolved to the best of our ability. If you wish to continue to work together on this, please reach out to Shayne at 208.376.7473. Best regards, Max S[redacted]

Thank you for taking time out of your day to provide us with feedback. I'm sorry that we were unable to meet your expectations with regards to your plumbing installation and left you feeling like you were taken advantage of during the process. That in no way is our intention and would like to find a...

way to remedy this with you. When our technicians give an average, it unfortunately is just an average, some work will be lower, some will be higher. I am sorry that the cost of the job upset you after the work was completed and had been agreed upon. As it stands, we are absolutely going to be more expensive than a plumber operating by himself. In order to provide our customers with 24/7 service, top of the line technicians and our overhead costs, we cannot operate at the same cost. We pride ourselves in ensuring that we can provide and honor our warranties we offer, and part of that is the cost. We also offer flat rate pricing, so no matter what, it costs the same to get a new toilet from customer to customer, same with larger projects. I apologize that we did not meet your expectations or if we did not honor the agreement that you and our specialist came to when it was signed. I would be more than happy to discuss this so that we can work to reach an understanding and better meet your expectations. Please reach out to me at (208) 376-7473 if you would like to work on this.
Regards, Max S[redacted]

We did do work at the [redacted] home.  We were contacted by a restoration company called [redacted].  There are a couple of different ways restoration companies work with us:   1)  They contact us and we contact the customer directly including billing the customer....

  2)  The restoration company contacts us directly and we bill the restoration company who bills the customer. [redacted] business has been around for several years but is new to the valley.  I believe this was our first call working with them and there could have been some confusion on our side or there’s.  I  listened to the recorded phone call between our call center agent and the restoration companies employee who worked directly with the customer.  The out of area charge of $50 was mentioned as well as our dispatch fee of $39.  The Restoration Company had all contact with the customer prior to our technician arriving.  The customer did agree to all up front prices with our technician prior to any work starting.  Regardless of the situation we stand behind our money back guarantee if not fully satisfied policy.  We’ve contacted the customer directly, offered to credit the $50 out of area trip charge and $39 dispatch fee back to them.  The customer seemed satisfied with this resolution. [redacted]