Harry Mortgage Company

Not quite sure what the customer is stating - when we get recalls we contact the customer to set them up I would need something more elaborate than we weren't cooperating with their apt

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Carl's Plumbing was uncooperative with rescheduling an appointment They canceled the repair since I had to reschedule the appointment I notified them the day before and someone called the next day saying I had to take the appointment or they were canceling the order [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

We offered to come out and check this job to see what had happened with the valve We did inform the customer if the valve was defective we could attempt to get the valve part covered under warranty but that since the work was done over moths ago the labor would not be covered under warranty (as it wouldn't with most if not all other contractors) Our standard labor warranty on a job like that would be days Obviously we cannot warranty labor for an indefinite period of time

The $valve is not just $for the part it is also to install it. The admin fee is just for our plumbing permit - we are not electricians and thus don't and can't pull electrical permits. We offer to temporarily wire the heater as a service to the customer so they are not without hot water - obviously I guess in this case we should not have wired it for this customer. As far as the haul away of the old unit the warranty company doesn't cover it so we offer it as a service if the customer wants us to haul it away and dispose of the old tank (this is optional). It seems like this customer is just looking for anything and everything to complain about even though they agreed to all of these charges prior to us doing the work. The warranty company wouldn't have approved us to replace the heater if the customer did not approve these non covered charges. Seems fairly questionable for this customer now to be bringing all of this up to the Revdex.com after they approved the items. We would appreciate this complaint being promptly closed as this customer is just now looking to try to trash us for no reason

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Carl’s Plumbing made a statement that the home warranty company determines the replacement brand of water heater and therefore their issue if leaks. This statement is not true according to the Home warranty company. Carl’s plumbing has also stated the valve (which they charged $dollars and can be bought for $dollars at Home Depot)is also for installation time. Any plumber knows installing a new valve takes less labor and time than reinstalling one that has been installed before because of removing pipe connections. The bill from Carl’s also only states the valve costThe water heater installation still has a leak which the home warranty company has agreed to send a different plumbing company. I would not recommend this plumbing company to anyone
Regards,
*** ***

We have been in business for over years. Obviously if the obsurd claims by this customer were true we would not have been in business that long. The fact of the matter is they are incorrect. Their home warranty does in fact require a payment for a missed apt. Not quite sure where they are going with this complaint. We choose not to deal with customers that use vulgar and offensive language and thus continuing with this complaint is really not necessary. I'm sure this customers home warranty can find another contractor to service them

We received a letter about a customer communication and were told we could reply back to you with comments.This customer was set up through her home warranty.She rescheduled multiple times and after the second rescheduling we informed her home warranty that they should send her work order to another company as she was messing up our schedule.She would reschedule last minute and the way we schedule jobs that screws up our schedule for the rest of the day.We discussed this with our rep at the home warranty and she agreed that one time rescheduling is fine but multiple times is very rude and disrespectful

It seems to me like this customer is mixing up two totally different issues. As far as the admin and processing fee - we disclose that up front. It covers office time to pull the permit along with the very expensive licenses that we maintain. The customer was made aware of this up
front and agreed to the charge prior to us installing the water heater (the home warranty company would have called them and confirmed they were ok with all of the non-covered items). As far as the water heater - we install a water heater that is supplied by the home warranty company so we would not even be the ones to go back after. If there is a leak the customer should be able to issue a recall to the home warranty company but that would be between the customer and warranty company. We do not supply the water heater and thus do not warranty it. This customer seems to be going after the wrong people in this case. We would appreciate the Revdex.com to promptly close this complaint

This doesn't seem to be going anywhere - as has been stated we showed up during a scheduled apt. There is nothing further we can do for this customer unless they can get their home warranty company to cover those costs

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did contact my home warranty company right away and that is why I scheduled another appointment, but Carl's Plumbing was not cooperating with my appointment
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] In business for years? What does that have to do with me?Again, they are content to just get whatever money they can, while leaving things unrepaired.Why not call back, and schedule an appointment? And come do the job? Because the customer service is subpar.All this company wants is moneyThey don't truly care about THE CUSTOMERThey only care about getting the almighty dollar. Sometimes people are busy, and things come upThat doesn't mean, you bill a person and runYou WORK WITH THE CUSTOMERAround their schedule, and work togetherTHAT is customer service. *** *** obviously doesn't care about all of the complaints against his company. Google this company, and read all the complaints NOT on the Revdex.com websiteIts crazy. I would withdraw this complaint, if they just did the work that I needed done.Did I get hottempered and say somethings I shouldn't have when I was on the phone with them recently? Yes, I didIm sorry for that rudenessI just want the issue fixedAnd not to be blown offThat's NOT good customer service
Regards,
*** ***

This work was done through a home warranty so they are the customer and make all decisions on how things go. They always want us to make all reasonable attempts to repair an item prior to replacement. In this case the housing was actually defective but it was next to impossible to tell
that until we made the repairs that the mfgrecommended. It was only at that point when they didn't solve the problem that we were able to tell that the faucet body itself was actually defective. At no time did any of the repairs make the leak worse. That is physically not possible. Once we realized that the body itself was defective we contacted the mfgand convinced them to provide this customer a new faucet at no charge. Unfortualey the policy through their home warranty that this customer has has a $limit on faucets. That had been used up by the repairs. If they had purchased a better policy from their warranty company it would not have had such a limit and the install would have been covered. We offered the customer to install the faucet at a discounted rate of $because of this. If it would have been done retail the actual cost would have been closer to $200. We were trying to do them a favor. We also told them the faucet was being sent to them for free so they could have certainly done the work at no cost out of pocket. We gave this customer options up front and were very clear about pricing so I don't quite understand why they think it even remotely reasonable to ask for their money back after the fact. They were at no time forced to pay us a time - that choice was 100% optional. Obviously based on those facts no refund will be offered and we would appreciate it if the Revdex.com would close this case as what this customer is claiming and expecting is totally unreasonable

From the invoice you can see Carl's plumbing charged $for a water valve (that can be bought at Home Depot for under $dollars) Charge an Admin Processing Fee $dollars and the $dollars for the permit fee and I the customer need to obtain electrical permit as stated on this invoice I would think the adminprocessing fee being more than the permit fee and not even doing a complete job since eletric permit was not pulled and they wired it Carl's was also demanding $dollars to remove the water heater (which I decide to leave at my addressI just people to know they have not done acceptable work, charge high fees and do not back up the work but blame a home warranty company for any problems Regards, *** ***

This customer had a previous aptthat was missed. We showed up and they were not there. They again tried to reschedule. Due to their home warranties policy they are responsible for a service fee if they missed an apt. This customer then proceeded to call one of my employees
and swear at them using very obscene and offensive language which was completely uncalled for. If this customer would like to deal with their home warranty on the issue they are welcome to but this is not an issue that should be dealt with via the Revdex.com. We would request you remove this immediately. Also we do not expect our employees to be harassed and have to deal with such offensive and inappropriate language and thus have no desire to work with this customer any time into the future

We ordered the parts from the mfg [redacted].  We have yet to receive the parts from them - we have called a number of times - not sure of what the delay is.  If the customer would like the faucet replaced they should talk to the home warranty as they would have to make the call.  We can...

only do what they authorize us to do.  As soon as the part arrives here we will schedule to install it.  As far as the co-pay that is required to show up on the first trip per their home warranty - whether or not any work is done.

Not quite sure what the customer is stating - when we get recalls we contact the customer to set them up.  I would need something more elaborate than we weren't cooperating with their apt.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Carl's Plumbing does not back up the work of installing the water heater or the wood heater itself. They blame the home warranty company but who does the work of installing it and is paid for the water heater and installation (Carl's Plumbing).  It is very unprofessional also to show up and have added fees for a permit they need to pull and charge an extra $ 50 dollars admin fee ( unprofessional business).   Workmanship is not acceptable for this company as water heater is leaking and they blame the home warranty company.  I recommend you stay away from Carl's Plumbing, and save some money! 
Regards,
[redacted]

We offered to come out and check this job to see what had happened with the valve.  We did inform the customer if the valve was defective we could attempt to get the valve part covered under warranty but that since the work was done over 6 moths ago the labor would not be covered under warranty...

(as it wouldn't with most if not all other contractors).  Our standard labor warranty on a job like that would be 60 days.  Obviously we cannot warranty labor for an indefinite period of time.

This customer was informed yesterday that we were sending a check back for her $75.  Not quite sure why she submitted this to the Revdex.com.

on 8/4 we took care of 2 water line leaks in the basement, replaced a leaking galvanized 90 bend near the laundry tray, replaced a leaking dishwasher supply line under the sink.  At that time we found no further issues.  If there is still an issue with a leak the customer should have right...

off the bat called their home warranty company (per the terms of their policy) and they would issue a recall that we could come back out and service the additional problem.  We can't come back out without a recall being issued through the home warranty as that is their policy.  If the customer is still having a problem they should contact the warranty company to issue a recall and we can take care of the problem.