Gauvin Jewellers & Goldsmiths

Can you please submit this into our response for Complaint ID # [redacted] First, we would like to apologize for any lack of courtesy or professionalism on our part that there might have beenWe would also like for you guys to take into consideration this fact, it is our company policy not to start a job without prior acknowledgement signature by our customers stating that they approve us to begin the work, approve the pricing quoted, and are given options to choose from, etcI have attached a copy of our invoices which were signed both before the jobs were done, giving us approval to begin, and after the jobs were done with the customer saying all work was done to her satisfactionThe customer also states that we had tried to charge her credit card twiceUpon review of our credit card statement there was only one charge ran/attempted by our company, there may have been a mix up with her credit card companyWe will be happy to submit statements from our credit card processor to show we only attempted this charge once should you want to review themDescriptions were given before the jobs were done and are on the invoicesWe do not have a time and material breakdown, we are not a time and material companyAll work is done on an upfront pricing or bid work basis as is stated on estimates before work began and is signed and agreed to on invoices by the customerPlease let us know if there is further questions or concernsThank you, Radeena S [redacted]

Complaint: [redacted] I am rejecting this response because: I feel like it was one job that was left unfinished till the next day, & it looks like you charged me for the same thing twice, just changed the words around to make it look like it was different jobsI was also told that there was no trip charge, so the total time he/they were here was 3hrs & min Making the cost to me over $an hr Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

I am unsure how to respond to this rejection as there is no reason listed as to why our response to your complaint is being rejected

Complaint: [redacted] I am rejecting this response because: Plumber attached faucet to existing pipe above ground that was connected to pic pipe below ground and they moved it forward several inches breaking the pic pipe below groundIt took time for the water to come to the top of the ground The faucet was too short to go through the cinder block fence and should have been longerThe owner sent another Plummer to tell me they were not responsible.Since then I had another Plummer fix the water leak and put another faucet on with the right distance to the pipeIt has cost me another $How does Master plumbers think that the pvc pipe got busted Its called common sense Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

To Whom It May Concern, Master Plumbers would like to respond to a concern from one of our valued customers regarding paying over $per hour for less than (4) hours of work Upon discussing this with our technician, reviewing our GPS time and travel devices and looking at our onsite photos (attached) we would like to first apologize to our customer for any misunderstanding that may have occurred during our service to customer experience Master Plumbers is attaching our technicians description of work and photos for your review Our GPS tracking shows the mileage is miles one-way to customer’s residence which would be a total of miles road time, seeing (2) trips were made to complete the job Per our invoice we only charged for time at the jobsite which equals five hours and twenty-six minutes by our GPS tracking Also, attached is the first estimate showing the flat rate price to replace the emergency valve that was later removed from the final invoice and was actually replaced by our technician at “no charge” Master Plumbers also offered our $promo as a value to our customers which would normally be priced out separately with the camera charge starting at $ for the camera plus per hour labor charges With all this being said, Master Plumbers has a reputation of having the best trained technicians around Every technician is thoroughly trained to examine every situation and to recommend the right options to our customers and we stand behind our work to make sure our customers are happy We rarely have to handle any type of complaint I can assure you that if there is any way to improve the outcome of a service call we will go out of our way to do so There was also other costs involved in the job and if our customer would like to discuss this further with Master Plumbers we will be glad to listen and provide answers to any questions they have Sincerely, Master Plumbers

First of all We apologize for any rudeness there may have been on our technicians part, that is not our practice and we are looking into that on our end. As the customer stated, we did actually do a job at this residence in 2014 which was a one time promo per residence that we were running at the... time and the cost was $90.00 plus tax. This is listed on the invoice as described (PROMO - DRAIN UNSTOPPAGE AND CAMERA JOB - THIS IS A 1 TIME PER ADDRESS PROMOTION ONLY). I am not sure where the $600.00 figure came from because as noted on the invoice (which did not have a charge at all) our Tech states that the charges would be $302.00 plus tax. and that was the best price available. All of our phone calls are recorded and I have pulled both calls up, the initial call for service and the call where our dispatcher called and advised the customer ( [redacted] ) that one of our jobs had went bad on us and asked the customer ( [redacted] who made the inital call) if the next day would be ok. [redacted] assured our dispatcher that the next day would be fine. We then asked [redacted] if there was a certain time the next day that would be better for her and she said no and advised that anythime the next day would be fine. While we do try to get to all our customers ASAP, there are things that come up that are out of our control and at times we do have to reschedule jobs that are on our books. I have attached a copy of the no charge invoice to this response.

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Complaint: [redacted] I am rejecting this response because: Master Plumbers is still avoiding responding to my key questions---the exact cost of the hot water heater, the exact cost of the shower head and faucet, and how labor costs are calculated. Their responses continue to offer token apologies while continuing to attack my veracity, my personal dignity, and my personal honor. For example, I can continue to repeat that they did charge my account twice. and they will continue to deny it. However, it is true, they did. I can continue to say that I agreed to a specific partial refund only because I believed that the supervisor that I was dealing with would not agree to anything else; the company will continue to attack me. The company insists that the labor costs were just, while not clearly delineating them, because the two workers stayed a long time. In reality, they did not come prepared to complete the work. They had to leave and purchase some materials. They then hurried through the work so quickly that the company had to come back and redo some of the work the next day. They were not actively engaged in their job longer than the two that installed a new not water heater or the two that came in June 2015. The bottom line is that I want to know the exact cost of the hot water heater, the shower hardware and how the labor costs were calculated. if the company is not willing to share how the labor costs are calculated, then maybe they will be more comfortable in sharing contact information with the national company that guided them in their "flat rate for every customer" labor costs policy. This information should be simple enough to provide. I see no reason for a truly professional company to disagree. I believe that failure to willingly do so is an attempt to intimidate and bully me because I am a single woman over sixty. Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]