Hutch's Hi-country Plumbing & Heating

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DISPUTE RESOLUTION & AD REVIEW COUNSELOR: WE ARE SORRY TO HEAR THAT THIS CUSTOMER WAS SO UNHAPPY WITH OUR SERVICE, AS HE WAS A RETURNING CUSTOMER, HE ASKED THAT HE
TREAT IT AS AN EMERGENCY SITUATION, WE RE-SCHEDULED EVERYTHING TO GO HELP HIM OUT WITH HIS LEAK ONCE WE WERE ON SIGHT WE DISCOVERED THAT THE FAUCET IN QUESTION WAS LEAKING FROM THE HANDLE AND THE HOME OWNER HAD TRIED TO FIX THE FAUCET HIMSELF AND FAILEDAS WE WERE INSPECTING THE FAUCET TO SEE WHAT HE HAD TRIED TO FIX, THE CARTRIDGE BLEW APART, AND STARTING BLOWING WATER OUTTHE TECHNICIAN REACTED TO THE SITUATION AS BEST HE COULD BY PLACING BOTH HANDS OVER THE DAMAGED FAUCET TO TRY TO STOP THE WATER FROM ESCAPINGHE LOOKED FOR VALVES ON THE SUPPLY LINES UNDER THE SINK AND THERE WERE NONESO WITH THE SINK NOT BEING PIPED TO PLUMBING CODE, THE TECH THEN ASKED THE HOMEOWNER TO TURN OF HIS MAIN WATER SUPPLY TO THE HOUSETHE HOME OWNER DID NOT KNOW WHERE HIS OWN WATER SHUT OFF WAS, WE WERE FORCED TO ASK THE HOMEOWNERS WIFE TO TRY TO HOLD THE WATER BACK TO FIND THE MAIN SHUT-OFF, WHICH AT THE TIME SHE WAS HAPPY TO HELP.ONCE WE GOT CONTROL OF THE WATER, WE THEN PROCEEDED TO CLEANUP THE WATER THAT HAD SPRAYEDAFTER THE CLEANUP WE EXPLAINED TO HIM THAT HE NEEDED CONTROL VALVES AHEAD OF THE FAUCET AND THAT THE FAUCET ITSELF WAS DAMAGED BEYOND REPAIR AND NEEDED REPLACEDWE THEN DID THE WORK DESCRIBED ABOVE.ONCE WE HAD A TOTAL BILL FOR THE OWNER WE TOLD HIM WE WOULD DISCOUNT IT FOR HIM BECAUSE OF THE CRAZINESS OF THE SITUATION AND ANY INCONVENIENCE IT CAUSED HIMAFTER AGREEING TO THE PRICE OF THE BILL, THE OWNER THEN SAID HE WOULD LIKE TO BE BILLED BECAUSE HE DID NOT HAVE THE MONEY TO PAY FOR THE TOTAL AT THE TIME OF COMPLETIONWE AGREED TO BILL HIM BECAUSE HE WAS A REPEAT CUSTOMER AND WE LEFT THE JOBSITE ASSUMING EVERYTHING WAS FINESINCE THEN WE HAD NOT HEARD ANY COMPLAINT FROM HIM, IF WE HAD, WE WOULD HAVE MOST CERTAINLY TRIED TO MAKE HIM HAPPY AND AVOID ANY FURTHER ISSUES.THANK YOU FOR NOTIFIYING US OF THE CUSTOMERS UNHAPPYNESS WITH OUR SERVICE, AND WE WILL CERTAINLY VOID OUT HIS BILLWE WILL CONTACT HIM TO LET HIM KNOW THAT HE CAN FORGET THE BILL AND THAT WE UNDERSTAND THAT HE WILL NOT CONTACT US AGAIN.THANK YOU,HUTCH’S HI-COUNTRY P&H, INC

Complaint: ***
I am rejecting this response because:the business owner makes several statements in his rebuttal(1) I never requested the situation be "treated as an emergency situation"; the faucet had been leaking for several weeks, and had finally reached the point where it was a steady stream, rather than just a dripping faucetHad I considered it an "emergency situation", I would have contacted Hutch's Hi-Country plumbing several weeks prior to this incidentAdditionally, when I spoke with a dispatcher at the company, I was told they could have someone on site "in a half-hour"; they advised me that the technician would call in advance to ensure I was on-site for his arrivalThe technician actually did NOT arrive until about an hour and a half later, and there was no advance telephone callI had waited at my house all morning expecting a phone call; the technician advised me that he was never instructed to call me in advanceEven if I had requested the problem to be "treated as an emergency" (I did not), I would scarcely think an arrival an hour and a half later, with no advance notice whatsoever, could be considered "rescheduling everything to help [him] out".Additionally, the business owner states "the home owner had tried to fix the faucet himself and failed"This is a blatant lie on the part of either the business owner or his technician; I am by no means a "handyman" of any sort, and certainly not skilled in plumbing, and my wife will attest that I NEVER attempted to repair the faucetWhen the technician blew the kitchen tap apart and began flooding my kitchen - then asked if I knew where to turn the water off - I responded by angrily telling him, "That's why I called a plumber!" As to the home being "not being piped to plumbing code", I can only assume that is the result of the home being built in 1922, just a few years before my arrival here in Casper, WyomingI can only apologize for being unavailable in to make sure the kitchen was "piped to plumbing code".Again, the business owner falsely that we "agreed to the price of the bill"After the damage to our kitchen had been done, and the water shut-off had been located, the technician assured us that this was "on [him]" and that we would not be expected to pay anythingFrankly, I was both astonished and appalled that the business owner showed up and gave us a bill after his own employee had admitted the mistake was his, and that we would not be charged.In conclusion, I will say that I have been a repeat customer of this business, and they had ALWAYS provided excellent customer service; I will even say they had, in previous service calls, gone above and beyond what was expected of them, and I was always very happy with their serviceI had even recommended their service to others who were seeking professional plumbing services; needless to say, I regret ever recommending them to anyone, and the company need not concern themselves with the prospect of my ever calling for their services againI will find a better qualified and much more professional service in the future, should the need arise
Regards,
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