Island P&H

As we have been in business for years, he has not done business with us for yearsThere was another [redacted] in business before us, not even the same address or phone number.Yes, he did tell me when I called him that he was coming up again in October and would let us knowWe did not hear from him until I called in DecYes, we have turned the water on and off for the two years when he called usIf he did not call us how would we know when to turn it on? We have a business with over clients, and this is the first complaint we have had from anyone, some year-round and other summer folks, they all have written, emailed or called us with the time they want us to turn it on and offWe cannot possibly remember when he might want to come up, at what time, and when he leaves, or that we know the time he leavesHe does not have a written contract with us, it is up to the owners to let us knowHis mother owned the house and had her friend, Mrs [redacted] , call us when she would need it on, so Mrs [redacted] could clean it up before his mother arrived, Mrs [redacted] came for the whole summer, Mr [redacted] ’s mother died and Mrs [redacted] moved away and it was up to him to callIt’s obvious that he did not do thatWhen I called in Dec to check, he tells me when I ask about us shutting off the water that he was just thinking about it that day ...that is not what one would say if they had called to have the water shut offI am sorry he is disgruntled, but we do not work the way he would like it to beIf you need references from the town manager, sheriff, store owners, or any caretaker of homes, or any other person we work with they can tell you how it’s doneIf he had a written contract it would be our responsibility but we don't have a contract with him It’s always been and always will be the owner’s responsibility to take care of calling to ask us to turn it on and shut it off.Sincerely,Island P&H Inc

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The response of Island P&H misstates the facts As stated before, Island P&H has been hired to turn off the water at the house at [redacted] since They know that this is their responsibility and they were told when my last visit to the house was The fall of was no different from any previous year They simply failed to do what they had been paid to do for the previous years As far as the house being for sale, the house has been on the market for years with a For Sale sign in the front yard During the same time, Island P&H has turned off the water for the winter twice, so their contention is not correctMy story never changed My position is that since they were responsible for the damage that they should repair it What stuns me is that they have taken no responsibility for their negligence I have asked that they pay the deductible that I paid to the insurance company ($2,500) They ignored my emails and did not counter with any offer of any kind I find this to be in bad faith and a dishonorable way of doing business, particularly after all the money that I have paid them for over three decades I maintain that they should pay the deductible that I had to pay to the insurance company Regards, [redacted]

As we have been in business for years, he has not done business with us for yearsThere was another *** in business before us, not even the same address or phone number.Yes, he did tell me when I called him that he was coming up again in October and would let us knowWe did not hear from him until I called in Dec. Yes, we have turned the water on and off for the two years when he called usIf he did not call us how would we know when to turn it on? We have a business with over clients, and this is the first complaint we have had from anyone, some year-round and other summer folks, they all have written, emailed or called us with the time they want us to turn it on and offWe cannot possibly remember when he might want to come up, at what time, and when he leaves, or that we know the time he leavesHe does not have a written contract with us, it is up to the owners to let us know. His mother owned the house and had her friend, Mrs***, call us when she would need it on, so Mrs*** could clean it up before his mother arrived, Mrs*** came for the whole summer, Mr***’s mother died and Mrs*** moved away and it was up to him to callIt’s obvious that he did not do that. When I called in Dec to check, he tells me when I ask about us shutting off the water that he was just thinking about it that day ...that is not what one would say if they had called to have the water shut off..... I am sorry he is disgruntled, but we do not work the way he would like it to be... If you need references from the town manager, sheriff, store owners, or any caretaker of homes, or any other person we work with they can tell you how it’s doneIf he had a written contract it would be our responsibility but we don't have a contract with him. It’s always been and always will be the owner’s responsibility to take care of calling to ask us to turn it on and shut it off.Sincerely,Island P&H Inc

In response to Mr***'s complaint, the business Island P&H Incdisagrees with itAs we have over 400+ customers, each spring and fall the customer calls us when to turn water on or offHe or his mother have called each year for thisWe do not automatically turn off people’s
water. When we did not get a call from them, as I check off a list, I called him to see if he was going to turn the water off, he said he was returning in October and would let me knowWe never heard from him, and as we have many more customers it is not on the top of my list to remember who does not call, until in Decwhen all waters are off I usually look at a chart on the wall to see if someone’s name is still on itHis wasI called again as his house was for sale, and thought he must have hired another plumber, but wanted to checkWhen I asked him, his response was "I was just thinking about doing that today".I told him it was way late but would send the men to his house, they went right up and yes, his pipes were frozen, they tried to thaw them but his heater did not work, so they had to repair that firstfor the next days, someone was there working to repair the damage. We called to tell him of the damages and cost and should we continue, or stopHe said to continueWhen he received the bill his story changed, it was all our fault for not shutting it offWe are sorry he felt that way, but it was his house and his responsibility to callWe went out of our way to help. What he did not say was, he was trying to sell his house and when we went there, we first had to plow the driveway to get to the house, His heat did not work, so we repaired that, so we could thaw the house, We had to shut the water off first, the realtor had us turn it back on for a house inspection to sell it, then we took a water test for his selling the house per the realtor, we then shut it down again, it did not pass the test, blow out the lines, shock the well, flush out the well and turn back on for another water test, We met with his insurance inspector, because his realtor could not meet him, this was all to help him sell the house , nothing to do with the repairsWe had to order new parts for his monitor heat, which had nothing to do with pipes freezing, so we are quite taken aback that he thinks we owe him. The cost for all the work with his house to try and sell it was $and the cost of the frozen pipes was $I don’t understand why he paid his insurance deductible as he had no other work done… Now his house has sold

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *** In its response, Island P&H has made a number of misleading statements in an effort to shift the responsibility for the damage to the pipes and the house to me. First, we have hired Mr*** and previously his father, also Mr***, since to turn our water on and off. So calling it years (though that should be enough by itself to establish the course of conduct) is misleading. The one thing that Island P&H states that is true is that there is no written contract between us and that is why the course of conduct (of hiring successive generations of ***s to do our plumbing) is important. Their narrative about my mother and cousin show their awareness of our consistent business relationship over the yearsIsland P&H's response refers several times to turning the water on. That is not the issue. Damage is done not by turning the water on too late; it's by turning the water off too late. They must be well aware of this., which is evident in a point (their December phone call to me). 3. This case also hinges on the two telephone calls, the one I made in September and the one they made to me in December. They cannot say I didn't call because I did, a call which they have already cited. One has to ask, if they have so many customers, how could they remember to call me in December when it was too late to turn off the water? The reason they called me in December is because they knew they had forgotten to turn off the water, and, to their credit, knew that there could be substantial damage to the house as a result. There is no other plausible explanation for that call.I am glad that they have customers and that they can remember their phone calls so well, but whether they have or 4,customers, they charge a full market rate for each service, turning water off ($200) and back on again ($200). And a duty comes with that. I am also glad if they are confident that they can produce good references. In fact the reason we hired them for years is evidence that we found their services satisfactory. This is simply a case of a company forgetting to do what it had customarily done for so many years. Right now I am bearing 100% of the cost for that mistake and I do not believe that is fair.I have suggested that Island P&H pay all or part of my $2,deductible and I have still not heard a direct response to that proposal. I hope the Revdex.com can facilitate a more equitable outcome, and that no further action will be necessary.Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
The response of Island P&H misstates the facts.  As stated before, Island P&H has been hired to turn off the water at the house at [redacted] since 1983.  They know that this is their responsibility and they were told when my last visit to the house was.  The fall of 2016 was no different from any previous year.  They simply failed to do what they had been paid to do for the previous 33 years.  As far as the house being for sale, the house has been on the market for 2.5 years with a For Sale sign in the front yard.  During the same time, Island P&H has turned off the water for the winter twice, so their contention is not correct. My story never changed.  My position is that since they were responsible for the damage that they should repair it.  What stuns me is that they have taken no responsibility for their negligence.  I have asked that they pay the deductible that I paid to the insurance company ($2,500).  They ignored my emails and did not counter with any offer of any kind.  I find this  to be in bad faith and a dishonorable way of doing business, particularly after all the money that I have paid them for over three decades.  I maintain that they should pay the deductible that I had to pay to the insurance company.   
Regards,
[redacted]