Greenwell Services

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 1, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] [redacted] I want to express that I had a friend come out and fix the leak for $ The spot where it was leaking was right above where the previous plumber was workingThere was no leak there before he touched it That's the only leak I saw A guy that isnt even a plumber came out and fixed the issue and it no longer leaks The company did crappy work, came out fixed it then caused a leak right above where they cut the pipe due to moving it around and then wanted to charge me for it Thanks

To whom it may Concern, In regards to the service work that was performed for Mr [redacted] , we originally went out to address an issue with a pipe leaking above his water heater on 4/7/We replaced a dielectric union on the water heater and also shortened a drain pipe on his furnaceThe total charge for this work was $and the customer approved this price before we began work and signed off on his acceptance of the work completedIt also clearly is stated on the service order, which he received a copy of that there was a day warrantyHe was also advised at this time that there was a lot of corrosion on the copper water line going to the heater and that he should consider having a repipe done to prevent more leaks Our office was contacted by Mr [redacted] on 7/20/regarding a leak in the same placePlease be mindful that this was well over a year laterWe explained the warranty to the customer at the time of his service call and he was very upset and frustrated but we offered to waive our service charge and still come out to look at itOur goal was to find out if it was an issue due to workmanshipWe scheduled him for that day and due to major flooding issues and our service department becoming backed upWe called letting him know we would have to move his call to the next dayWe did explain that due to the inconvenience of moving his call if it was an issue with that part Greenwell Plumbing would cover the cost of the labor and material even though it was well outside of its warrantyWe only did this due to having to reschedule and trying to provide good customer serviceThe customer was fine with this and we proceeded with the service call the following dayWhen my technician arrived he found that the part had failed and there was still a large amount of corrosion on the lines, Mr [redacted] has acknowledged this in his complaintWe made the repairs and the company covered the cost due to the reschedule and again we made the note to advise this customer that he really needs to get the copper water lines repiped and maybe think about replacing the water heaterWe stated this solely based on the corrosion on the lines and that there could possibly be a large amount of settlement in the heater which could cause the heater to bustAgain he informed my service technician that he didn't want to spend any money and we leftMr [redacted] called our office the next morning and stated that there was a leak on the repairSo we set up a service call again to send the same technician outIf the leak had been on the same repair we would have gladly fixed it but we found it to be a leak on a separate section of the pipeWe explained that this was the reason why we advised to have the line replaced because the more the corrosion builds up and the line is repaired it is going to have more leaksThe customer became very angry with the technician that was out there and asked him to get out of his house using explicit languageThe technician called the office to inform our office manager what happened and what he found and also asked that he not be sent back to this customer's home due to the customer's aggressive behavior and being very uncomfortableThe customer then called our office and continued to ask questions and when we tried to explain what we have attempted to explain several times he continuously yelled, used explicit language and even informed our office manager to "shut up"He then hung up on our office managerAn hour or so later he called back and stated calmly that he was confused how this was his faultWe began to explain again that the corrosion on the line was going to cause more leaks and that we are not going to "for free” repipe the water heater that we have told him now three times needs to be done to correctly to resolve this issueHe made the choice to only have a repair done where it was leaking at the timeWe feel as though we have gone above and beyond to send a service technician out, waiving our service fee and have even made a repair that is outside of the warranty he accepted over a year priorWe do not feel as though it is our responsibility to repair something we have professionally informed the customer that needs to be replacedAfter explaining this calmly again to the customer he began to scream and yell that "we ***" and continued to verbally assault our office manager calling her several explicit names and continued to scream and cuss until we eventually did have to hang up the phoneWe have informed our office staff and service technicians due to the intense aggressive behavior the customer displayed we are no longer accepting any service work from this customerAs a company I feel as though we tried to work with this customer the best we could even through his behaviorWe continuously stayed calm with him and advised him professionally from the very first service call what needed to be done to correctly make the repairsWe ultimately cannot make the decision for the customer on what repairs they will approve but we do not feel that if the customer chooses to make a "quick and less costly fix” that we are responsible for leaks that have occurred due to the correct repair not being approved by the customer from the beginning, We are not going to be offering any money back to this customer due to the fact that even outside of his warranty we still went back and made a repair and the leak now is on a different section of the line, We have been in business for over years and are we family owned and operatedI am the service manager he spoke with and I am also one of the ownersWe take every customer issue very serious and always try to find the fairest solution for the customerI feel as though we have done that throughout this job and this customer has been very unreasonable and completely disrespectful to our office staff, managers and service technician If there is any further questions please feel free to contact our office Office Manager Greenwell Services [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I do not trust this company to work anywhere near my home.They knowingly install equipment on mine and my neighbor's combined line that would cause sewer water to backup into my houseIt took techs and $to remove roots from my line correctly.They have continually been rude and not accepted responsibility for lying to me.I have contacted a lawyer for further action Regards, [redacted] ***

SEE ORIGINALOur office manager has spoken to the Mrs*** on several occasions regarding the work done ather homeOver the course of all of these conversations the concerns and complaint filed in this letter were not brought up by this customer until after we had addressed these other issues.We
were originally called out by this customer for a drain line stoppageShe explained to the service technician that came out the neighbor had some excavation work done by Greenwell Service several weeks prior and asked that he look up the notes on this jobThe technician went back and pulled these notes and then explained his findings to the home ownerThe work that was done was to their portion of their sewer line before it was tied into the shared sewer line further outHe explained they had a repair done and a backflow preventer installedHe attempted to clear the line and pulled back several roots and noted that his sewer machine got hung up throughout line but was able to get it drainingHe did note on the signed work order given to the home owner there would be no warranty due to concerns on the condition of the lineWe recommended the camera be run at that time and the home owner declinedWe collect for the drain cleaning on this day for $We were contacted by Mrs*** again roughly weeks later that she was having another drain issue, Her complaint at this time was, she requested the service technician clear the line from inside the home and said he refused on the date of the original service and she was having more drain issuesI explained to her that if he accessed from further out to try to clear the main line and hit hard spots trying from further back in the line would not help and be worth the cost that she really needed to have the line cameraShe insisted that this line be cleared from a spot she had a previous plumber useWe did this work at a add on rate as this would have been the discounted charges if dome that day of original serviceWhen the plumber went out we ended up using a regular rate charging because it saved her over $on what the prorated quarter hourly charge would have beenWe did this to try and keep the cost down because we knew this would not be the best option to repair this lineThe total for this trip was $235,Mrs*** did request a camera be run during this service call on 04/15/The service technician we sent out was not our camera crewThe service technician that was out did not turn the request in for the camera work to the office manager and this scheduling issue was caused by Greenwell ServiceWhen Mrs*** called in over a week and half later because she was having more drain issues and we found out the camera never got ran, we then realize our mistakeAfter speaking to her we offered the camera service at no charge for this mistake, When the service crew came out there was a charge for the drain cleaning due to the camera being recommended from the first call and the home owner denying this serviceThey charge $to attempt to clear the line again to be able to run the cameraWe did send out our most experienced drain cleaning technician on this call because he also can run the cameraWe did not charge for the camera and he found that the common line that (2) properties share had a crack in itHe explained and showed this to Mrs***He said we would need to send an estimator out to give a price to repair this lineFrom our understanding Mrs*** call the neighbors and spoke to them regarding this issue, Mrs*** called our office back within days and expressed her anger toward Greenwell Service for "hiding" the fact that we ran the camera in the neighbor's yard and knew the entire time there was a crack but continued to charge her to try to clean the line, She told us the neighbor was who told her all of thisAfter searching our office records for any history of this camera work and having no luck and with the neighbor telling her that we knew this we did make an attempt to try to settle with this customer, We offered to send an estimator out to give a price on the repairs needed to the sewer and told her we would credit back the full amount of money spent on the drain cleaning toward this repairWe were hesitant due to not having any records and just because we did camera work for one customer we do not feel like that carries over to other properties, but we still made this offer sense she expressed the neighbors had record of our camera work and said we had done this prior to their repairs made.After making these attempts to try to help as much as possible Mrs*** decided she was not going to have us out because she thought we were unethical and incompetent to make the correct repairs due to not telling her about this “so called" camera work doneAfter reaching out to the neighbor to set up a meeting with the owner of Greenwell and all parties she explained her conversation with Mrs***At this point we came to find out that she never told her we did the original camera workShe explained that it was another local plumbing company and that they only camera her portion of the line up to where the line wye wasShe explained no one had ever camera to her knowledge the common line and that no one knew about the crack as far as she knewThis explained why we had no records of this camera workI have also spoken to the original estimator for the neighbors repair work and the lead on the excavation team that was out and they both have stated the day they began work the inspector showed up and requested that the wye be replaced which would have involved them coming over into the ***'s propertyOur lead estimator went over and knocked on Mr& Mrs***'s door and spoke to Mr*** and explained the work and also explained they set lower on the property and asked if he would like them to go ahead and get him a quote to install a backflow for their propertyMr*** said "their line was fine at the time." I tried to explain this to Mrs*** and she said her husband was introverted and didn't make those decisions and that conversation would have never taken place.At this time Greenwell Service felt like we had discounted services, offered free services and even made an offer to credit back work due to an issue we were not a part of as we came to find outMrs*** was still not satisfiedShe had requested that we refund for all drain cleaning work in the amount of $and even requested we refund her $for cleaning fees for her line backing up, We did decide once we received all the facts from the neighbor on what original camera work was done and that it was done by another contractor let Mrs*** know that we would not be willing to refund due to the reason for the refund was because we were trying to take responsibility for not being able to produce camera work she said we had done. After addressing all of this with Mrs***, we them get the complaint for these messes she said we left behindWe find it very hard to believe that with all of the time spent addressing issues with this homeowner that we are just now hearing about themWe feel as though the scheduling issue we had we addressed immediately and fairly to the consumer and we would have done exactly the same with these issues if they were ever brought up before nowI think it seems very odd that she is still requesting a full refund on drain cleaning now based on these issues, and it is all coming up after she wanted a full refund because of all of the camera work we did not originally do has been sorted outI would be more than happy to send in all copies of her original complaint letter and her continuous Social Media post on our web pageWe feel like we have been nothing but fair to this customer and even gone as far to try to take responsibility for an issue that no one with our company knew about, but was based solely on what Mrs*** had told us.We will not be offering this customer a refund because at this point she continues to add things to her compliant and it seems after we address and get answer for one complaint she has something new, We apologize for the scheduling issue but have addressed this and have already offered free services to this customerWe work very hard to make sure we exhaust all avenues with a customer and try to be as fair as possible and address each issue with care and focus before we feel like we have exhausted all optionsAt this point we feel as though we have done nothing short of this for this homeowner but we cannot offer any more discount or refunds.Please feel free to contact our office with any further questions or concerns.Thank you for your time on this matter.*** ***Office Manager***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]1, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
 
[redacted]
 
 I want to express that I had a friend come out and fix the leak for $25.  The spot where it was leaking was right above where the previous plumber was working. There was no leak there before he touched it.  That's the only leak I saw.  A guy that isnt even a plumber came out and fixed the issue and it no longer leaks.  The company did crappy work, came out fixed it then caused a leak right above where they cut the pipe due to moving it around and then wanted to charge me for it.   Thanks.

To whom it may Concern,
In regards to the service work that was performed for Mr. [redacted], we originally went out to address an issue with a pipe leaking above his water heater on 4/7/14. We replaced a dielectric union on the water heater and also shortened a drain pipe on his furnace. The total...

charge for this work was $207.00 and the customer approved this price before we began work and signed off on his acceptance of the work completed. It also clearly is stated on the service order, which he received a copy of that there was a 90 day warranty. He was also advised at this time that there was a lot of corrosion on the copper water line going to the heater and that he should consider having a repipe done to prevent more leaks.
Our office was contacted by Mr. [redacted] on 7/20/15 regarding a leak in the same place. Please be mindful that this was well over a year later. We explained the warranty to the customer at the time of his service call and he was very upset and frustrated but we offered to waive our service charge and still come out to look at it. Our goal was to find out if it was an issue due to workmanship. We scheduled him for that day and due to major flooding issues and our service department becoming backed up. We called letting him know we would have to move his call to the next day. We did explain that due to the inconvenience of moving his call if it was an issue with that part Greenwell Plumbing would cover the cost of the labor and material even though it was well outside of its warranty. We only did this due to having to reschedule and trying to provide good customer service. The customer was fine with this and we proceeded with the service call the following day. When my technician arrived he found that the part had failed and there was still a large amount of corrosion on the lines, Mr. [redacted] has acknowledged this in his complaint. We made the repairs and the company covered the cost due to the reschedule and again we made the note to advise this customer that he really needs to get the copper water lines repiped and maybe think about replacing the water heater. We stated this solely based on the corrosion on the lines and that there could possibly be a large amount of settlement in the heater which could cause the heater to bust. Again he informed my service technician that he didn't want to spend any money and we left. Mr. [redacted] called our office the next morning and stated that there was a leak on the repair. So we set up a service call again to send the same technician out. If the leak had been on the same repair we would have gladly fixed it but we found it to be a leak on a separate section of the pipe. We explained that this was the reason why we advised to have the line replaced because the more the corrosion builds up and the line is repaired it is going to have more leaks. The customer became very angry with the technician that was out there and asked him to get out of his house using explicit language. The technician called the office to inform our office manager what happened and what he found and also asked that he not be sent back to this customer's home due to the customer's aggressive behavior and being very uncomfortable. The customer then called our office and continued to ask questions and when we tried to explain what we have attempted to explain several times he continuously yelled, used explicit language and even informed our office manager to "shut up". He then hung up on our office manager. An hour or so later he called back and stated calmly that he was confused how this was his fault. We began to explain again that the corrosion on the line was going to cause more leaks and that we are not going to "for free” repipe the water heater that we have told him now three times needs to be done to correctly to resolve this issue. He made the choice to only have a repair done where it was leaking at the time. We feel as though we have gone above and beyond to send a service technician out, waiving our service fee and have even made a repair that is outside of the warranty he accepted over a year prior. We do not feel as though it is our responsibility to repair something we have professionally informed the customer that needs to be replaced. After explaining this calmly again to the customer he began to scream and yell that "we [redacted]" and continued to verbally assault our office manager calling her several explicit names and continued to scream and cuss until we eventually did have to hang up the phone. We have informed our office staff and service technicians due to the intense aggressive behavior the customer displayed we are no longer accepting any service work from this customer. As a company I feel as though we tried to work with this customer the best we could even through his behavior. We continuously stayed calm with him and advised him professionally from the very first service call what needed to be done to correctly make the repairs. We ultimately cannot make the decision for the customer on what repairs they
will approve but we do not feel that if the customer chooses to make a "quick and less costly fix” that we are responsible for leaks that have occurred due to the correct repair not being approved by the customer from the beginning, We are not going
to be offering any money back to this customer due to the fact that even outside of his warranty we still went back and made a repair and the leak now is on a different section of the line,
We have been in business for over 20 years and are we family owned and operated. I am the service manager he spoke with and I am also one of the owners. We take every customer issue very serious and always try to find the fairest solution for the customer. I feel as though we have done that throughout this job and this customer has been very unreasonable and completely disrespectful to our office staff, managers and service technician.
If there is any further questions please feel free to contact our office.
Office Manager
Greenwell Services
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not trust this company to work anywhere near my home.They knowingly install equipment on mine and my neighbor's combined line that would cause sewer water to backup into my house. It took 5 techs and $772.00 to remove roots from my line correctly.They have continually been rude and not accepted responsibility for lying to me.I have contacted a lawyer for further action.
Regards,
[redacted]