Jan's Flowers & Gifts

Revdex.com:
I have no reason to be dishonest about something serious as a hot water heater. As a homeowner and mother of small children I was patient, yet I called several times to check the status of the products and to be scheduled.  I contacted [redacted] and the company in which the parts were ordered.  [redacted] quoted to me what was called in and reported by Shawn on both visits. There may be some confusion between the owner and his employee, but there is no confusion on my end.  I have done my research.  I am thankful that LD Smith came out to attempt to fix my water heater, whether the unit was old or new. [redacted] did not suggest to LD Smith any particular parts to apply to the unit. I am willing to accept $300.00 for reimbursement due to the extended wait, the ordered parts that were not suggested by [redacted] and the unwillingness to resolve this matter prior to filing a Revdex.com claim. Before filing this claim, I made several phone calls to resolve this matter in which LD Plumbing refused to do so. I consider myself to be a good sumaritan and made every attempt to resolve this matter in a fair way, but from the receptionist to the owner I was given a FLAT NO. Yet, no one took the time to really try to solve the matter outside of the Revdex.com complaint.  Again, I am willing to accept $300.00 of my money back.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

To whom it may concern:       I am writing in response to a complaint filed with the Revdex.com by [redacted], Case ID [redacted].  As the owner of LD Smith Plumbing, Inc., I take accusations of dishonesty very seriously.  There are numerous inaccuracies...

in the homeowner's complaint, and I take those very seriously as well.  Please see my response below. In regards to Jennifer informing the homeowner of a $67.00 service fee over the phone:   LD Smith Plumbing, Inc. adhered to what was quoted over the phone.  I would be more than happy to provide the receipt upon request, showing a total collected for the diagnosis of only $67.00. In regards to the numerous false accusations of Shawn replacing parts without [redacted]'s recommendation:  Due to the complexity of the [redacted] tankless water heaters, it is policy at LD Smith Plumbing, Inc. to ALWAYS call [redacted] and go with the manufacturer's recommended repair components.  This was done in both cases.  The second error code regarding the gas valve was not present until the first repair was made.  This particular unit was older, and had numerous problems.  The secondary problem did not show up until the initial repairs were made on the first trip, therefore it being impossible to make a repair on the gas valve until that error code produced itself.   In regards to the homeowner waiting several weeks without hot water:   Due to the age of this particular unit, parts did need to be special ordered and were not in our normal truck stock.  Due to a mishap on behalf of our supplier, these parts did take a long time to come in and for that we sincerely apologize.  I definitely agree the homeowner waited too long for the parts, and we are making improvements in our parts ordering department. In regards to the customer wanting a full refund because of their inaccurate claim that the "parts were never needed and weren't recommended by [redacted].":   As I have stated previously, these parts were needed and were recommended by [redacted].  We would have had no way of coming to that conclusion without contacting [redacted] in the first place.  However, due to the unacceptable amount of time that the homeowner waited for repair parts, I am willing to make a refund of $200.00. Please let me know if you have any other questions and how to proceed from here.  Thank you. Lance D. Smith, owner LD Smith Plumbing, Inc. www.ldsmithplumbing.com [email protected] main-(317)927-7186

Ms. [redacted],We apologize for your negative experience with our company. We have reviewed this specific matter internally and taken steps to ensure this does not happen again. Customer satisfaction is our highest priority and we sincerely regret not having the opportunity to make this right for you and...

your tenant. If you have further concerns regarding this matter, please contact owner Lance S[redacted], at 317-927-7186.