Guinner R A Plumbing & Heating Co

Initial Business Response /* (1000, 7, 2015/03/25) */
I would like to respond to this customer complaintWe were called out on an emergency on 02-04-When we arrived, we diagnosed the situation and contacted the customer to explain what was going on and what needed to be doneWe
quoted the customer a price of approximately $2,from the jobsite to drain the entire house down, remove a defective and improperly installed pump and install a new pump with the proper valvesThe customer agreed and asked us to proceed with the workWe were able to send a second plumber to assist the first plumber in the interest of saving the customer time and costsWe were able to make the repairs with only draining part of the system, removing the pump and making the connections while the system was under pressureWhen the work was complete, all water was on and valves were installed on each side of the pump so that if customer chose to install a new pump, water to house would not have to be shut downWe called the customer and explained what we were able to do and that we were able to save her time and money and instead of the original quoted price, her bill would be $The customer gave us her credit card number for payment but asked that we not run it until we were able to email her a detailed invoice as well as our certificate of insurance and licenseWe honored her requestWhen the plumbers returned to the office, we typed up the invoice and emailed it along with all of our credentials as the customer requestedThe customer then asked for a detailed breakdown so that she could review it with her husband, and once she received that, she would be paying the billAgain, we immediately sent the detailed invoice as the customer requestedWe did not hear back from the customer, so we tried to follow up on several occasions through email and phone callsWhen I did speak to the customer finally, she was confused between what she had heard from other people and what was actually doneI had asked if I could have the plumber on site contact her or if there was something specific she needed explanation ofStill she could not be specific and could not give me a specific concernIn trying to ensure customer satisfaction, I went back through her correspondence and replied in an email on 02/10/to what appeared to be her concernsShe thanked me for the reply and stated she would contact us the next dayThe customer never contacted usI have tried on many occasions through email and phone calls to contact the customer to address any questions or concerns she has as we have sent her everything she has asked forThe customer never responded to further emails, phone calls or letters
The customer's request in her complaint it exactly what we have already done over six weeks agoShe is requesting a new bill minus the draining of the houseThat is exactly what she has been sentOur original quote was approximately $2,000.00; the bill minus the draining and pump was $Due to the fact that we have been diligently trying to satisfy this customer and have provided her with all of her requests long before this complaint was filed, we find the complaint to be invalid
I have enclosed a copy of the invoice as well as some of the emails between our office and the customerPlease feel free to contact me should you need additional information
Thank you for your time
Initial Consumer Rebuttal /* (3000, 14, 2015/08/07) */
This complaint is now resolved and we agreed on a price for the work