Home Services of the Triad

Mrs [redacted] has a cartridge in her shower valve that is working improperlyOur tech removed the cartridge in order to find a match at [redacted] because it was a non-standard model and parts were not readily availableChristy at [redacted] ordered the cartridge the day after her service callWe had to pay for it in advance, when it was ordered.The cartridge took longer than expected to arriveWe have zero control over how other companies handle their shipping requests When she would call for status, we'd follwith the supplier and let her know it still had not arrived(It did finally arrive, last week, over a month after it was ordered).While we waited for the replacement cartridge, Mrs [redacted] wrote negative reviews online and to the Revdex.comShe complained about her shower handle being left in pieces, but told us she couldn't use the shower because it would not produce hot water, so not having the handle assembled did not change that.Mrs [redacted] came to our company because she is a member of [redacted] When we called her request in for authorization, [redacted] did not approve her work because she does not have faucet coverage under their Home Warranty Plan.Despite this, we have returned TWICE with cartridges that were supposed to be the right matchup and have spent over $out of pocket, in addition to the cost of sending techs to her homeBear in mind, [redacted] did not approve her work because she does not have faucet coverage under their Home Warranty Plan.*

Ms*** is the landlord and not the tenantThe tenant left us a five star review and was very pleased with service.Ms***'s home warranty did not cover the work she wanted done on the washer, so we were told not to do that.Ms*** was informed that the faucet she had was under
manufacturer's warranty and that she, as the homeowner and faucet owner, was responsible for contacting the manufacturer for replacementShe was never told that we would handle itThis is not something our company ever does. We were contacted and asked to come install the faucetUpon arrival, the technician found that there were no parts and no faucet availableThe tenant told him "it was fine" for him to go to *** and get another faucet because they were tired of not being able to use the kitchen sinkHe drove to ***, about minutes there and back, got the faucet with his own money (which we reimbursed), installed it cleanly and professionally, and the tenant was very pleased.The next day, we contacted Ms*** about reimbursing us for the cost of the faucetShe immediately began screaming at our office staff Then she hung up on us, not the other way aroundWe have recordings of thisShe asked to speak with the owner, but having heard how Ms*** conducted herself, the owner opted to contact her by email to explain the situationMs*** then began sending a flurry of increasingly hostile emails, demanding the owner call herWhen the owner attempted to call her, Ms*** hung up again.Our company did nothing wrongWe performed the work we were asked to do and did it well and professionally, going above and beyond by purchasing the faucet that she failed to provideHer response to being asked to pay for the faucet is this complaint While it is true that we could file a workman's lien for the faucet, the labor and the cost of legal proceedings, we did not tell her we would do this, and have consistently only asked to be reimbursed for the faucet, an expense she would not have had if she had called the manufacturer and gotten it replaced under their warranty

Mrs. [redacted] has a cartridge in her shower valve that is working improperly. Our tech removed the cartridge in order to find a match at [redacted] because it was a non-standard model and parts were not readily available. Christy at [redacted] ordered the cartridge the day after her...

service call. We had to pay for it in advance, when it was ordered.The cartridge took longer than expected to arrive. We have zero control over how other companies handle their shipping requests.  When she would call for status, we'd follow-up with the supplier and let her know it still had not arrived. (It did finally arrive, last week, over a month after it was ordered).While we waited for the replacement cartridge, Mrs. [redacted] wrote negative reviews online and to the Revdex.com. She complained about her shower handle being left in pieces, but told us she couldn't use the shower because it would not produce hot water, so not having the handle assembled did not change that.Mrs. [redacted] came to our company because she is a member of [redacted]. When we called her request in for authorization, [redacted] did not approve her work because she does not have faucet coverage under their Home Warranty Plan.Despite this, we have returned TWICE with cartridges that were supposed to be the right matchup and have spent over $125 out of pocket, in addition to the cost of sending techs to her home. Bear in mind, [redacted] did not approve her work because she does not have faucet coverage under their Home Warranty Plan.*

We are completely confused by Mr. [redacted]'s statements. The issue with his repair is that the ABS (not PVC) pipe is leaking behind the kitchen cabinet. He was notified that we would need the cabinet removed or the back panel cut out so that we would have access to make the repair. Until access is...

made, the home warranty has denied the claim for the drain line due to lack of access. We are plumbers, not carpenters. We do not cut or remove cabinets.We did get approval to repair or replace (if necessary) the stop valves under the sink, and this was logged into our system on February 6th. After the authorization on the stop valves was received, we reached out to him to advise him of the access issue with the drain line. We let him know to call us once the access was made so that we could send a technician back out to complete repairs. We closed the ticket pending his response after more than a week of periodic attempts to reach him because the home warranty does not want tickets to remain open indefinitely. Reopening the ticket is a simple matter, and would have been done when he made access and let us know he was ready to have the repair completed. We have our own system in addition to the Dispatch system used by the home warranty company and his issue is still logged as pending there.We have attached the printout of the ticket with the technician's notes and the date stamped authorization code for the stop valve repair (2/6/18). Usually we are able to complete authorization requests within 2-3 business days, but the sheer volume of calls during the cold snap caused a backlog, and unfortunately it took us 5 business days to complete Mr. [redacted]'s authorization.We did have several calls in January that were the result of frost damage or frozen pipes, and [redacted] is a common name. It is possible that the wrong record was pulled up when Mr. [redacted] called the home warranty company, but our records are clear and make no mention of frost damage or galvanized pipe.In addition, the majority of our reviews are positive, there is absolutely not a "clear pattern" of "horrific" service. To the contrary, we work very hard to provide excellent customer service, and our overall ratings on Google, Facebook, and in the Dispatch system used by the home warranty company reflect this.