Jay Light General Contracting

In response to a complaint we received from [redacted] , we would first like to address the issues she had with the way our office is runWe are one of the twenty eight million small businesses found across the United StatesAccording to Forbes Magazine, a small business is defined as a business that has less than five hundred employeesOver half of these businesses are run from a home based officeWe did not appreciate the comment about our "abandon looking house" as we are in the process of fixing up this house to convert into a shop for our businessWe take much pride in our community and have purchased several homes around the area and have done improvements, which has increased the value of not only the home, but the neighborhoods that they are located in as wellWith this being said, we are still a home based business as we have been for nearly fifty yearsFor obvious safety reasons, we do not allow customers to come to our home based office, nor do we have posted office hoursHowever, we have always handled all service through the phoneThis is exactly what we did for Mrs [redacted] and her husbandProviding them with an estimate the day that they called for service and then scheduling the work for two days laterWe have recently changed our policy to a "pay at time of service" which Mrs [redacted] and her husband were made well aware ofMrs [redacted] agreed to leave a check when she left for work and we would leave a receipt for her when we were finishedWhen our plumber began the job, and Mrs [redacted] had already left for work, he was having some difficulties accessing the pipes and needed the help of a second personWe moved around our schedule so that a second plumber could help, so that the job could be completed that day as we had promised it would beWhen there was a leak found in one of the pipes, we immediately sent one of the plumbers back at no charge to fix thisWe charge $an hour per manThis is why her bill states hours for one man laborBetween two men, they were each there for three hoursAlso, the customers time starts when our plumbers leave the shop in the morning to head to that particular jobAny parts or equipment that need to be picked up for that job is part of the time that the customer is billed forWe also have a $fuel charge that is simply a gas service charge so that we can keep our rates lowThe total of Mrs [redacted] 's bill is $after we gave her an estimate of $400-$So, I believe we hit the nail on the headWe did exactly what we were hired for, even nailing the estimate down at the lower endI am not sure what else a company is to do to provide customer service?

We did replace a water heater for the [redacted] on 9-8- Mrs [redacted] called me after hours that night and said it was not heating I sent a man before we opened the next morning to investigate and to help accommodate the [redacted] work schedule He replaced the thermostat under warranty and left We later received a call about the water heater leaking out the pressure relief valve Again we returned under warranty and replaced parts Mrs [redacted] did call me about a bucket in her basement My men knew nothing about this bucket We returned and covered all issues pertaining to the water heater Mr [redacted] even wrote a check for $as a tip for one of our employees I'm truly sorry for any inconvenience that was caused by high water pressure in the [redacted] area of [redacted] ** And faulty water heater thermostat on brand new heater That too was unexpected for me but as always covered and attended to quickly.Thank YouWeisenborn Plumbing, Inc

We did replace the tub and shower valve which customer supplied Usually we supply all materials and clean up and remove any garbage/extra parts and such from area we worked in, as we did in this case Forgetting that the customer supplied shower valve As soon as we were notified,
we notified employee at earliest convenience to return plastic handles that were not used during the installation to the customer He did this in a reasonably timely manner within days The customer stopped payment on a $check for some $plastic handles, then she tells me she wants me to pay her $because she stopped payment on a check The fact of the matter is We charge a $returned/non-sufficient funds fee, court cost for collections and time for the person that goes to court for collection This customer was very happy with the work has not once complained about any workWe aim to please every customer and most of the time are successful But there are some times these people that just don't want to pay, so as another courteous I inform my customers of the added cost and time involved in collections as a final attempt to work things out with them I will offer to her the original $plus $returned check fee Making the total $ Other wise it will continue to collections and added fees will apply

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have attached detailed notes regarding this whole situation I am highly disappointed by the lack on communication with the business owners To have multiple parts on a brand new water heater being replaced immediately after installation is ridiculousThey should have offered a new water heater to be installedTo have such a lack of detailed response to my complaint does not seem to surprise me I am mentally exhausted by this whole situationI will never use this business again nor recommend to anyone
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Thank you for you quick response to this matter.  I have documented times showing each fellows time at my residence, including text messages and phone messages regarding the plumbers arival at my home.  They could not have been at my home for the time they are claiming, as I was home shortly before 1 pm and they had already left.  The second leak was due to their plumber not soldering the new pipes together before leaving my home around 1230, so the claim on me not being charged for that persons return has no grounds for discussion because I should not have been charged for their error.  I was told up front that I could be billed for the services when I asked the estimator how we could pay for the services, as I would not be there.  I was NOT told to leave a check.  I would have disputed their charges if I were there, but believe I would not be taken advantage of if that were the case.  I have copies of the payment I did mail for the accurate hours for both gentlemen.  I find it very unprofessional that they would not meet with me to discuss the matter and was spoken to quite disrespectfully, as if I was lying and they were clearly wrong.  I would hope they would be honest and accurate in their charges for man hours in the future, so noone else is taken advantage of.  Again, I was given a quote and it was not that amount.  A quote is a quote, not a detailed pricing, so just because their amount fell between their so called given quote, it does not make it right.]
Regards,
[redacted]

We did replace a water heater for the [redacted] on 9-8-15.  Mrs. [redacted] called me after hours that night and said it was not heating.  I sent a man before we opened the next morning to investigate and to help accommodate the [redacted] work schedule.  He replaced the...

thermostat under warranty and left.  We later received a call about the water heater leaking out the pressure relief valve.  Again we returned under warranty and replaced parts.  Mrs. [redacted] did call me about a bucket in her basement.  My men knew nothing about this bucket.  We returned and covered all issues pertaining to the water heater.   Mr. [redacted] even wrote a check for $12 as a tip for one of our employees.  I'm truly sorry for any inconvenience that was caused by high water pressure in the [redacted] area of [redacted].   And faulty water heater thermostat on brand new heater.  That too was unexpected for me but as always covered and attended to quickly.Thank YouWeisenborn Plumbing, Inc.

In response to a complaint we received from [redacted], we would first like to address the issues she had with the way our
office is run. We are one of the twenty eight million small businesses found
across the United States. According to Forbes  Magazine, a small business is defined...

as
a business that has less than five hundred employees. Over half of these
businesses are run from a home based office. We did not appreciate the comment
about our "abandon looking house" as we are in the process of fixing up
this house to convert into a shop for our business. We take much pride in our
community and have purchased several homes around the area and have done
improvements, which has increased the value of not only the home, but the
neighborhoods that they are located in as well. With this being said, we are
still a home based business as we have been for nearly fifty years. For obvious
safety reasons, we do not allow customers to come to our home based office, nor
do we have posted office hours. However, we have always handled all service
through the phone. This is exactly what we did for Mrs. [redacted] and her
husband. Providing them with an estimate the day that they called for service
and then scheduling the work for two days later. We have recently changed our
policy to a "pay at time of service" which Mrs. [redacted] and her
husband were made well aware of. Mrs. [redacted] agreed to leave a check when she
left for work and we would leave a receipt for her when we were finished. When
our plumber began the job, and Mrs. [redacted] had already left for work, he was
having some difficulties accessing the pipes and needed the help of a second
person. We moved around our schedule so that a second plumber could help, so
that the job could be completed that day as we had promised it would be. When
there was a leak found in one of the pipes, we immediately sent one of the
plumbers back at no charge to fix this. We charge $63.00 an hour per man. This
is why her bill states 6.25 hours for one man labor. Between two men, they were
each there for three hours. Also, the customers time starts when our plumbers
leave the shop in the morning to head to that particular job. Any parts or
equipment that need to be picked up for that job is part of the time that the
customer is billed for. We also have a $15.00 fuel charge that is simply a gas
service charge so that we can keep our rates low. The total of Mrs. [redacted]'s
bill is $503.67 after we gave her an estimate of $400-$700. So, I believe we
hit the nail on the head. We did exactly what we were hired for, even nailing
the estimate down at the lower end. I am not sure what else a company is to do
to provide customer service?