Goncalves & Alves Masonry

This complaint is directed at the wrong entityWe were on site working for The [redacted] AOAO on a sewer rehabilitation projectThrough processes there was an emergency repair that needed to be made in the unit to mitigate the potential of more damage to this unit and those that were belowUnfortunately due to the timeliness of discovery of the problem, acquiring a drywall & paint repair person within the time of turning the unit back over to its original status was not possibleSo we were able to remove items in a closet where we could get access to the problem make the repair and now needed to wait for the drywall and paint repairWe were not going to put everything back into the closet knowing that the drywall/paint repair still needed to occurThis is why these personal items were left out and a hole still existed beyond the expectations of the unit ownerAll work approval and coordination for this issue was done through [redacted] AOAO representativesNo objections or issues to scheduling were ever raised to our plumbers/workers on site

When replacing an emergency shut off valve, our procedure is to make sure water is shut to the fixture so that the valve can be removedNormally that requires our service technician to shut the water down to an areaThe description below the valve price is a "canned" message that provides the customer with a description of what is normally doneWhether we were the ones to shut the water down or someone else did it, is irrelevant to the chargesThe charge is a flat rate for replacing an emergency shut off valveThe cost of the work was presented to the customer and signed for before we started the workEMERGENCY SHUT OFF VALVE (1) $+ taxShut water down to areaMay need drain downInstall shut off valveEMG/ PL

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

The work that is being described above is correctIn order to replace an emergency shut off valve (angle stop, main valve, etc.) water to the location needs to be controlled and/or shut off before the valve can be changed outIt is a standard procedure to make sure that water is shut off to the valve and that no water exists before changing out the valveWe could not replace a valve that is "live"Whether we shut off the water or a water shut down is scheduled by the building and shut off by others the description of work for this task remains the samePlease have customer call us at 877-to discuss any credits they would wish to negotiate

At this time it does no one any benefit to have this continueWe will credit the customer her trip charge and investigate the conversation and presentation of our technician furtherWe will assume the responsibility of the lack of customer interaction and response

Here is my response.: Allen's Plumbing response is very insulting. It reads as if I am some sort of dummy. The response reads like I am wrong because the water had to be turned off to do the work. This is about who did the work to get the water turned off I did most of the work to get the water shutdown done. Allen's Plumbing did not initially schedule the shutdown with my building manager. I had to tell Allen's Plumbing to do it. When the plumbers showed up, they did not check in with the building manager (a requirement for my building) shutdown the water. They just assumed that the water would be shutoffWhile we were waiting for the drain down the plumber realized the water was not off so he had me call the building manager. I find it insulting that the customer has to pay for work Allen's Plumbing never really did just because its in the description. I don't want credit. I want the $that I feel is fair I don't want to speak to Allen's Plumbing on the phone. It is not helpfulI will never use Allen's Plumbing again. Allen's Plumbing should know that I am dissatisfied yet they insulted me by sending a flyer asking for more work

Complaint: ***
I am rejecting this response because: Complaint No
***:
I contacted Allen’s Plumbing on October for an appointment regarding my kitchen faucet that was
leaking from the base. Allen’s Plumbing
technician arrived on October 5. I was aware of the Trip Charge of $plus
tax, and that any work done would be credited towards that fee. If any work was denied I would still have to
pay the Trip Charge
The technician explained to my husband that he is unable to
fix the faucet and that he should just purchase one rather than to purchase it
through Allen’s Plumbing, he claimed
that purchasing it through Allen’s Plumbing would be expensive rather than buying it on his
own. With that said my husband felt he
was not given any options but to purchase one probably at Home Depot.
I contacted my
husband while the technician was there and he told me what the technician told
him. Thereafter I called Allen’s
Plumbing Customer Service to see why they did not have any inventory on hand. I spoke with Kaohu D*** and she said that
they will check in their office inventory to see if they had something that
would match the faucet that I had existing.
I sent her a few pictures of my faucet fixtures
On October 6, I
sent Kaohu D*** an email inquiring on the status since I did not hear from
her. October she replied and said she was waiting to hear back from
her Service manager for a final say on what can be done
On October I
still had no reply. I have a leak in
my kitchen and I did not want it to get worse because it was leaking a bit
more. Allen’s Plumbing is a plumbing
company and leaks are not something that can wait because it could potentially cause
more damage in the kitchen. It could
leak on to the wood floors and cabinet overnight Since I had no reply, we had someone else to fix the problem in
which they did the same day. It was an “O
Ring” that needed replacement
October 13, I
contacted Kaohu D*** and she was not in, she returned my call on October 14. Mind you she never replied to my email on
how the issue was going to get resolved.
Was I to wait for the leak to worsen?
It does not take a week to check on inventory especially if you are a
local company that inventory is on the same island. I had all intentions of having them repair
the faucet but to not hear back from them got me upset
My concern was that they took a week to get back to me and
never replied on my emails (see attached).
And the only reason she called me back was to return my call. There was no response from my email to Kaohu
D*** from October 7. That is the reason I feel that I should not
be charged for the trip charge since I did not deny any work
Sincerely,
*** ***

We received a call from *** to take care of a leaking faucet on October 4th and scheduled for service on October 5thAt the time of the booking, our Customer Service Representative made her aware of a $trip charge if the customer declines services at the time of our callWhen we arrived on
site, the customers husband was the one speaking with our technicianAccording to the technician and the invoice, the customer opted to purchase a faucet on their ownWe collected the $trip charge + tax ($52.36) as part of our original agreementWe were unaware that they were going to call someone else and were waiting for them to purchase their own faucet

Complaint: ***
I am rejecting this response because:Plumber's response is contradicted by the fact that plumber came prepared with a flange , and why the highly inflated price of the flag or any indication of an extra chargePlease look at my complaint for these details Mahalo, *** ***
Sincerely,
*** ***

A flange replacement is not a normal part of a toilet replacement. A flange repair or replacement is recommended and done when a plumbing professional evaluates the integrity of the install and deems it necessary. The replacement cost is valid and is not included in a normal toilet replacement. A...

wax ring is a normal seal that is part of a toilet replacement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The work that is being described above is correct. In order to replace an emergency shut off valve (angle stop, main valve, etc.) water to the location needs to be controlled and/or shut off before the valve can be changed out. It is a standard procedure to make sure that water is shut off to the...

valve and that no water exists before changing out the valve. We could not replace a valve that is "live". Whether we shut off the water or a water shut down is scheduled by the building and shut off by others the description of work for this task remains the same. Please have customer call us at 877-6370 to discuss any credits they would wish to negotiate.

This complaint is directed at the wrong entity. We were on site working for The [redacted] AOAO on a sewer rehabilitation project. Through normal processes there was an emergency repair that needed to be made in the unit to mitigate the potential of more damage to this unit and those that were...

below. Unfortunately due to the timeliness of discovery of the problem, acquiring a drywall & paint repair person within the time of turning the unit back over to its original status was not possible. So we were able to remove items in a closet where we could get access to the problem make the repair and now needed to wait for the drywall and paint repair. We were not going to put everything back into the closet knowing that the drywall/paint repair still needed to occur. This is why these personal items were left out and a hole still existed beyond the expectations of the unit owner. All work approval and coordination for this issue was done through [redacted] AOAO representatives. No objections or issues to scheduling were ever raised to our plumbers/workers on site.

We have spoken to the customer verbally and have worked out an amicable settlement.

When replacing an emergency shut off valve, our normal procedure is to make sure water is shut to the fixture so that the valve can be removed. Normally that requires our service technician to shut the water down to an area. The description below the valve price is a "canned" message that provides the customer with a description of what is normally done. Whether we were the ones to shut the water down or someone else did it, is irrelevant to the charges. The charge is a flat rate for replacing an emergency shut off valve. The cost of the work was presented to the customer and signed for before we started the work. EMERGENCY SHUT OFF VALVE (1) $162.00 + taxShut water down to area. May need drain down. Install shut off valve. EMG100 / PL0.50