Gordon the Plumber

In response to the complaint filed by *** *** I offer the following rebuttal:
"">Upon arriving to the home on 1-14-14, *** ***'s husband greeted me and informed me the toilets were a pain in his side as he had been messing with them for weeks and had yet to be able to get them fixed
We went in and *** *** explained that the toilet in the play room end of the house runs and occasionally overflows
I opened up the tank and found a large amount of lime scale from the hard water of the ares ruining the flapper and filler valve inside the tankWe put red food coloring in the tank and it immediately ran into the bowl so we knew the flapper needed replacing, after flushing out the coloring, the filler valve hung on the hard water deposits and did not properly seat
At that point I told *** *** that these were older toilets, could use replacing if they were to need anything more than a filler valve and flapperShe instructed us to install the needed parts and at hat point asked verbally in front of her husband and my helper what the warranty is on the repairs? I informed her that the repairs would need to be inspected for proper function before we left as I don't warranty repairs on old fixtures but If we had installed a new fixture it would be covered for yearShe agreed to that and we went on about the repairs
We did the flapper and filler valve in that toilet, flushed it numerous times without issue, re-installed the red food coloring into the tank for her later inspection and went onto the master bath
She then informed us that the master toilet kicks on and runs "sometimes" so after
inspection we had the same lime scale/hard water issue on all the tank internals that was in the first toilet
We then installed a new flapper and filler valve into this toilet, installed the red food coloring and moved over to the shower
She informed us they the shower dripsI immediate saw about 1/4" of lime scale build up on the shower head itself making me believe that it was simply holding water as it could not escape thru the build up making it drip
I removed the head, tapped the water out of the shower arm and it did remain dripping occasionally so I brought *** *** in to explain the issue
I told her a shower is made up of parts, a brass valve inside the wall and a cartridge that controls the water thru the valveWe can order the cartridge and change it out in hopes that fixes it and usually does about 90% of the timeIf not then the hard water there has pitted the inside of the brass valve allowing water to bypass the cartridge not allowing for a positive shut offShe agreed to have the cartridge changed out, I called and ordered it
About min had passed since we worked on the last toilet and approx min since we worked on the first oneShe and I walked thru, verifying no red die had made it into the bowls, flushed both toilets and everything functioned flawlessly
I then went to the truck and wrote up the ticket for that days work
$in parts and the same $first hour service fee she was informed about on the phone when she set up the appointment, for a total of $
I then went in and presented the invoice, stood in the dining room and discussed the Texas CHL law with them for approx another min, she signed the ticket, wrote me check a check and thanked us for coming out
I told them we would come back as soon as the new shower cartridge showed up
On the day of 1-15-we returned to the house with the new shower cartridge
We shut the water off to the house, pulled the old cartridge and noticed inside the
valve that there were scars in the brass from the hard water
Re-installed the new valve and verified the drip was goneShowed the homeowners and
it was done
I DID NOT charge those folks the standard first hour service rate of $again,
but instead did the reduced rate of $plus the $charge on the Delta
function valve cartridge, for a total of $
Again, they thanked us for coming out, signed the ticket and wrote us a check
On February the 3rd, I received a call from *** *** informing me that the first
toilet I worked on had overflowed after her grand kids had used itShe assumed maybe it was the handle
I told her instead of putting any more money into "maybe fix parts" id recommend changing the toilet to a new one and solve the problem once and for all
The didn't seem to like the idea and argued as to why I couldn't just put a handle on itIt been our experience in the past that when the handle is gone, so is the square hole that is cast into the porcelain tank, not allowing a new handle to solve the problem
She then informed me that the shower had begun dripping againI told her that I was not surprised, that the valve showed wear on the inside when we had the cartridge ou* and to fix it properly we would need to cut a hole in the wall and install a new brass valve
She said she would need to talk with her husband that it sounded like a lot of work and would call me back
I told her "OK, sounds good" and was ending the phone call
The end of this call I want to be very clear about for this record
After me telling her "OK, sounds good" she then raised her voice substantially and yelled into the phone AND I QUOTE "Well Mr it doesn't sound very god dam good to me" and was beginning to go on about the problems yelling and cussing into my ear.At that point I ended the call with a push of the end button
Never a call back to discuss repair options, never an apology for cussing and yelling, nothing till I get the Revdex.com complaint in the mail
We preformed the repairs she agreed to and signed off on the service tickets forShe paid in full for both and was informed up front of the existing damage to the fixtures we worked on
I will not be held responsible the existing condition of the fixtures and I will not
refund any money due to the fact these folks want to overlook the pre-existing issues with the fixtures
I will not allow myself or any of my employees to be spoken to in a manner other than the way we speak to customersIts simply not tolerable
If anything, we have been more than fair not charging the $standard service fee for the second trip out

Complaint: [redacted]
I am rejecting this response because:
I am not even going to dignify these comments with anymore than to say the only correct statement he has made is that  we were friendly and courteous.  I told him in the beginning that something was wrong with the handle and had actually thought the commode would be replaced.  We never discussed warranty, too bad for me.   It's amazing at what he has come up with.  I did say that this was not good for me and he hung up on me.  I do not talk like he claimed and never yelled at him, but am sure from his comments that he does.  I have already had people tell me they had problems with this company and now I know why.  
 
Regards,
[redacted]