International Realty Plus/Desloge Realty LLC

Initial Business Response / [redacted] (1000, 12, 2017/05/03) */ Dec30, we attended [redacted] and installed a valve until a new shower fixture could be installedWe went back Janpurchased and installed a new shower fixture, our work was tested and was fine when we leftThere was no dripping what so everWe billed the customer and received partial payment, after we attended at her house to pick up the payment, as she called and said she had no way of getting the payments to usWhen we received the call from her, we advised her that she needed to pay her bill, and that if it was anything but the fixture there would be an invoice for the workThe fixture is warrantyIf it was anything but a faulty fixture she would have a billShe cancelled and said she was not prepared to pay another bill When her account is paid in full, Sure Flow Plumbing will warranty our work, and we will attend at her house and see if the fixture is defectiveWe will have it replaced and reinstalled if it is defective If it is any other issue, then there will be an invoice from us for any additional reasons that the drip is coming from

Initial Business Response /* (1000, 12, 2017/05/03) */
Dec. 30, we attended[redacted] and installed a valve until a new shower fixture could be installed. We went back Jan. 3 purchased and installed a new shower fixture, our work was tested and was fine when we left. There was no dripping what...

so ever. We billed the customer and received partial payment, after we attended at her house to pick up the payment, as she called and said she had no way of getting the payments to us. When we received the call from her, we advised her that she needed to pay her bill, and that if it was anything but the fixture there would be an invoice for the work. The fixture is warranty. If it was anything but a faulty fixture she would have a bill. She cancelled and said she was not prepared to pay another bill.
When her account is paid in full, Sure Flow Plumbing will warranty our work, and we will attend at her house and see if the fixture is defective. We will have it replaced and reinstalled if it is defective.
If it is any other issue, then there will be an invoice from us for any additional reasons that the drip is coming from.

Initial Business Response /* (1000, 10, 2017/08/21) */
Good Day,
As a professional business and Emergency response business we see many Customers on a daily basis including after hours. Although I have Employees who answer after hours call, in this case, it was me ([redacted]: Owner) who took...

this call originally and attempted follow-up for payment with this individual who appeared to have never intended to pay (even though we advise for payment at the door (he was not on site at the time). I recognize that when people are without water the situation becomes critical and Customers are already potentially agitated. This appeared to be the case with this particular individual. He was upset and agitated when he first called. I assured him we would take care of the situation. When the call came in originally we were in the middle of an extreme cold snap and there were many calls for frozen pipes and water meters. First, it needs to be understood that water meters are City property and need to be installed at the first point of entry in the building. We do not supply water meters (we obtain them from the City and we hold the certification to install/replace them as Plumbers)It also was explained that this now frozen meter was not faulty. We had installed it back in June and now it was simply frozen and had split. We have no control over the weather or over the location of the water meters. We can only advise and make best recommendations.
#1)This was explained to this Customer.
#2)Customer was not on site while we did the replacement. Customer receives the bill and immediately refuses to pay stating we are being unreasonable and we should have moved the meter location. (this was not an option and would/should not be done without further approved consult with City and Customer at a later date if at all as it would be a separate job and we certainly would not do more work than requested)
#3)It was pointed out to this Customer that the meter was originally but unfortunately installed on an outside wall correctly but in a very cold & drafty room on an un-insulated wall and that he needed to leave the door open or heat the room to allow the unit warmth to prevent freezing. (keeping in mind that this was probably the coldest day of last winter).
#4)Customer insists that we should warranty this meter. Again we explain this situation and we are yelled at and told we are unprofessional.
#5) No one was rude or unprofessional. We have been trying to collect payment for a legitimate after hours emergency service call and have been hung up on, yelled at and met with absolute refusal to listen, understand or remit payment. This individual is impossible to communicate with. He just wants free work.
Initial Consumer Rebuttal /* (3000, 12, 2017/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern.
I am responding to Sure Flow Plumbing & Heating's reply on the Revdex.com web site by the company's owner, [redacted], on August 21, 2017. I am simply shocked by the number of erroneous and false statements Ms. [redacted] has made in her reply. Ms. [redacted] seems to be out of touch with the problem at hand, the conduct of her staff, and what transpired.
First, I will address the incorrect statements that Ms. [redacted] has used in her reply:
1) In her response, Ms. [redacted] repeated discusses a water meter owned by the city that needed to be replaced at my property as it was frozen. Ms [redacted] states, "First, it needs to be understood that water meters are City property and need to be installed at the first point of entry in the building. We do not supply water meters (we obtain them from the City and we hold the certification to install/replace them as Plumbers) It also was explained that this now frozen meter was not faulty. We had installed it back in June and now it was simply frozen and had split."
In my complaint, I never discussed a frozen water meter as I don't have one installed at my home! There has never been a water meter at this property. In fact, I actually asked [redacted] about installing a water meter at the house as the semi-annual flat rate is very high compared to the small amount of water that I use. [redacted] informed me that they WILL NOT install a water meter at a single-family home, which this is. A water meter only being an option for multi unit properties. So perhaps Ms. [redacted] would like to explain how an imaginary water meter became frozen at my property? My complaint is clearly readable on this site and discusses a faulty soldered shut-off valve that was installed at the main water entry to replace a sharkbite shut-off valve. I did not have problems with the sharkbite, but had asked Sure Flow's Plumbers about it while they were installing a water heater in my basement on behalf of Saint John Energy. They said that it would be safer to have a soldered shut-off valve at the water main entry. I decided to let them replace the valve, which was installed on June 29th, 2016, and it started making a humming noise shortly thereafter. On December 18th, 2016, I came home to find it leaking water. It would be nice if Ms. [redacted] would have taken the time to look at the invoice involved that was for the replacement of a sharkbite valve with a soldered valve.
2) Ms. [redacted] states, "Although I have Employees who answer after hours call, in this case, it was me ([redacted]: Owner) who took this call originally and attempted follow-up for payment with this individual who appeared to have never intended to pay (even though we advise for payment at the door (he was not on site at the time). Ms. [redacted] also states, "Customer was not on site while we did the replacement." FALSE. I was on site when the sharkbite shut-off valve was replaced by the soldered shut-off valve that Sure Flow installed on June 29th, 2016. I even had the water turned back on so they could test it. I was also the one that allowed Sure Flow's plumber, [redacted], into my home's basement on December 19th, 2016, to repair the faulty shut-off valve. I informed the plumber that the valve had made a humming noise shortly after its installation in June 2016. After our discussion, the plumber called Sure Flow's office and spoke with the owner. The plumber reassured me that the owner informed him that the service call would be considered a warranty call and I wouldn't have to pay anything. He then left the house after checking the installation of the replacement shut-off valve and never gave me an invoice.
3) Ms. [redacted] states, "He just wants free work." I find this extremely disrespectful and defamatory. When Sure Flow installed the soldered shut-off valve back on June 29th, 2016, I paid the bill without any questions. However, the shut-off valve was clearly defective and started producing a humming noise shortly after it was installed. Then on December 18th it was leaking a stream of water from a pinhole-sized hole, not a major crack. There was a problem with the product and the plumber, [redacted], from Sure Flow recognized this during his visit on December 19th . As pointed out in 2) above, he then spoke with the owner who said it would be considered a warranty call with no charge. Then, the following year I am sent a bill requesting payment for the replacement. Anyone would be upset with this kind of conduct and not be willing to pay when you were clearly told it was a warranty call and no charge would be incurred.
4) Ms. [redacted] states, "No one was rude or unprofessional." In my phone call with [redacted] on May 5th, 2017, [redacted] repeated ignored what I had to say and kept insisting that they required payment. I told [redacted] that if they continued harassing me with calls and invoices that I would send the matter to the Revdex.com. I also mentioned that if the matter couldn't be resolved with the Revdex.com, that I would take it to court. Ms. [redacted] then wanted me to speak to the owner, which I did not want to do as I had already explained myself several times to Ms. [redacted] as well as two other employees, including the plumber, [redacted], who came on site December 19th to make the replacement repair and said the job would be warranted with no charge. Ms. [redacted] continued on then saying, "You're acting like an it." If that isn't unprofessional, I don't know what is. Of course, I did not want to continue a phone call with someone who was speaking to me in that manner and tone. If this is the communication style of this company with clients, the owner needs to seriously reconsider their business model.
5) Ms. [redacted] states, "We have been trying to collect payment for a legitimate after hours emergency service call." Again, this is false. The call requesting the repair was made in the evening of December 18th, 2017; however, the actual work was done the following day during normal business hours. I was left without water during the evening of December 18th until it was repaired the following day in the afternoon. [redacted], the plumber who replaced the defective shut-off valve, called me at 12:50 pm on Monday, December 19th to do the work. He arrived at my property about 1:15 pm. This is during normal business hours and does not count as after hours service. I can verify all of this.
6) Ms. [redacted] states, "It was pointed out to this Customer that the meter was originally but unfortunately installed on an outside wall correctly but in a very cold & drafty room on an un-insulated wall and that he needed to leave the door open or heat the room to allow the unit warmth to prevent freezing." Again, I am repeating myself from 1) above, but there never was a (water) meter installed at this property. The shut-off valve that they did install is only a few feet away from the furnace, which pushes heat into the basement where the valve was installed. Also, the piping coming into the house was surrounded by insulation and the wall adjacent to the valve (the valve was not touching the wall) was an interior wall as the garage was next to it. In addition, in the 18 months that I owned the property with the previous sharkbite valve, there had never been a problem with it until this new valve was installed. Most of this was indicated in my initial complaint to the Revdex.com, which it appears that Ms. [redacted] disregarded.
Secondly, Ms. [redacted] has not addressed the fact that she utilized an interest rate in her letter to me dated July 27th, 2017 that falls outside of the Criminal Code. In this letter, [redacted] stated that she would send my outstanding invoice to collections and charge me the invoice amount "plus a daily interest fee of *%." This would amount to an annual rate of [redacted]% (or an astronomical percentage if it was compounded). Any interest rate over **% per annum is considered to be a Criminal Interest Rate under the Federal Criminal Code and punishable by law. I have confirmed this with the [redacted]. I am extremely concerned that Sure Flow has levied this kind of interest rate/fee on other customers who were unaware of the law. A copy of the law was submitted to the Revdex.com.
Documentary evidence has been submitted to the Revdex.com to support this response. For all of the above reasons, I am completely unsatisfied with the reply of Sure Flow Plumbing & Heating's owner, [redacted].
Final Business Response /* (4000, 34, 2017/10/06) */
Please accept our apology for the mix up in the file. However, it was not a faulty valve that was installed by us. The valve did freeze and break no fault of Sure Flow Plumbing and Heating. The $[redacted] that the City of Saint John charged you is in no way the responsibility of Sure Flow Plumbing. We required the water be shut off in order to change the frozen valve, not a faulty valve. Therefore we have no intention of reimbursing you for this. As far as the interest rate is concerned, you are not being charged interest. However, the letter should have indicated *% per month, not daily. Once again please accept our apology for this oversight.
Final Consumer Response /* (4200, 36, 2017/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated in my previous response, I cannot accept the answer from this company. The valve had problems from the time it was installed making a humming noise and wasn't frozen when it was replaced. Also, this company has made a number of false statements on this Revdex.com complaint that I have proven with my documentation. Now they are stating that the interest rate was stated incorrectly on the letter, but I have a hard time believing this in light of all of the other false claims that were written in their correspondence here. All of this can be read in my previous responses. In addition, the word usage and tone of the staff member on the phone was completely inappropriate, abusive and uncalled for.
The bottom line is that I am still out the $** charged by [redacted] to shut off the water to replace the faulty valve. The situation has cost me a lot of time and frustration dealing with a company that has not acted in good faith and made false statements in a public forum. I sincerely hope that other clients of Sure Flow do not have to go through this. For all of the above reasons, I do not accept this company's resolution.