I don't think I can say anything more than wow. Amazing customer service from the lady we spoke with first thing in the morning along with the two men who came to do the repair. We had an emergency call due to our main water shut off valve leaking badly and they had two men out within 40 minutes. The men came in and got right to work and did a full repair and installed a new valve within 40 minutes. The men even said hello to my dog and enjoyed his company while they worked. Fantastic job to all of you! You will be our go to company when we need work done. Keep up the great work!
Initial Business Response /* (1000, 5, 2015/05/20) */
Contact Name and Title: [redacted]/Vice Presiden
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
The customer was fully aware that his sewer line had an additional break or breaks upon completion of our...
initial repairs. It clearly states this on his invoice when he signed and approved our work. His contention that our work was faulty is not correct. Our work was inspected and approved by the village on the permit which he obtained. Although we have compassion towards the customer's situation, additional work and expenses were needed to put his system back in service. These expenses would be incurred by him regardless of who completed this work. The customer took it upon himself to contact our insurance company and a claim has been filed in regards to this matter.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/03) */
The case ID # XXXXXXXX, was closed without my consent and I would like to request that the case should remain open and all the attachments (9 documents) which I have sent on May 15, 2015 to [redacted] (Inquiry Service Rep.) should be reviewed. Below is my rebuttal, point wise:
1) Jim Dhamer Plumbing has done an incomplete job and not done it correctly.
2) The whole area was re-dug and extended further by a 2nd contractor [redacted] who have found that [redacted] has made a wrong join to a broken pipe and not to the sewer pipe going to the main sewer drain (check document 4_pic).
- [redacted] (XXX-XXX-XXXX)
beloow is the email I sent to [redacted] on May 15, 2015)
([redacted]
To [redacted]
May 15
[redacted],
Complaint ID#: XXXXXXXX
Business Name: Jim Dhamer Plumbing & Sewer, Inc.
With this email, I am sending you more details on the faulty sewer repair job done by Jim Dhamer Plumbing. There are 9 attachments showing the property at [redacted] before, during, and after the sewer repair job was done by the 1st Contractor (Jim Dhamer Plumbing) as well as the re-digging and completion by the 2nd Contractor.
Below, please find the captions for the attached (nine) pics put in [redacted]_XXXXXXXX.zip file:-
1_pic:[redacted] property - before repair
2_pic: Leakage in Basement from outer sewer pipe
3_pic: Digging around foundation wall by [redacted]
4_pic: Broken pipe found after digging
5_pic: [redacted] put a 4" pvc new-BEND-joint and out pipe
6_pic: 2nd Contractor - pointing to the joint and another broken pipe
7_pic: 2nd Contractor exposed the wrong fitted pipe lying at the bottom
8_pic: 2nd Contractor's completed job with a single 6 " pvc straight (blue) pipe
9_pic: Invoice from Jim Dhamer Plumbing & Sewer for $ 3200.00 and paid in full
I'll wait for your response by Monday. If you need more details, please feel free to contact me.
Thanks and Regards,
[redacted]
[redacted]
Woodridge, IL 60517
Final Business Response /* (4000, 14, 2015/06/12) */
Contact Name and Title: [redacted] Pres.
Contact Phone: XXX-XXX-XXXX
In response to customer's claim that the work preformed by us was faulty, our reply is as follows: We proposed to dig down by hand and repair the one known break in the sewer line as it passed [redacted] the foundation, on its way towards the street and city sewer connection.
We did this as evidenced by the fact that our work was inspected and passed ** the Village of [redacted] Inspector on the permit which was taken out by customer. Passing [redacted] means our work was done up to all city and/or Illinois Plumbing codes. Upon completion of our work, a 2nd break was discovered further down the line. This additional break was not caused by our work. This fact is evidenced by the Insurance Claim filed by customer. The insurance
investigation determined that no coverage was available as this was not a result of our work and/or workmanship. Although we have compassion [redacted] customer's situation, we cannot justify a refund for this matter. Customer was fully aware additional work was required to restore his sewer service. It was clearly stated on our Invoice which he signed and approved prior to issuing payment to us. We have addressed drainage issuesand repaired sewers for over 40 years and this situation that arose is a rare occurrence but does sometimes happen.
I give this company the highest rating. I had a broken pipe in my crawl space. I contacted the company and they had someone here within the hour. The plumber and his assistant we courteous, thorough and quickly resolved the problem. I have given their card to my neighbors. I will definitely use them in the future if I need plumbing services.
Initial Business Response /* (1000, 5, 2015/01/06) */
The customer's original request was to remove existing tub spout & install a new one. The existing spout is screwed onto a pipe nipple behind the tile wall. Upon attempting to remove the spout the plumber conveyed to the homeowner...
present that he was experiencing difficulty removing it & if he continued the piping behind the wall may break. If customer wanted him to proceed the wall could need to be opened if warranted for a relpacement. Upon discussion the customer told the plumber to leave it as is, as it was still operational & remodeling of that room would take place in the not so distant future. It was never removed & reinstalled. Cosmetic changes did occur while attempting to remove it; the unit was left operational as decided upon mutually by the plumber & the homeowner's spouse. The customer called 12/24 & left a message. The plumber who was at the job called her back 12/26. She still wanted to speak with management & also emailed the company as well. She received an email in response on 12/30 to acknowledge that she would would be contacted as requested. She was called on 1/5/15 and per the phone conversation is being issued a partial refund as she has requested & feels is appropriate due to the circumstances.
I don't think I can say anything more than wow. Amazing customer service from the lady we spoke with first thing in the morning along with the two men who came to do the repair. We had an emergency call due to our main water shut off valve leaking badly and they had two men out within 40 minutes. The men came in and got right to work and did a full repair and installed a new valve within 40 minutes. The men even said hello to my dog and enjoyed his company while they worked. Fantastic job to all of you! You will be our go to company when we need work done. Keep up the great work!
Initial Business Response /* (1000, 5, 2015/05/20) */
Contact Name and Title: [redacted]/Vice Presiden
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
The customer was fully aware that his sewer line had an additional break or breaks upon completion of our...
initial repairs. It clearly states this on his invoice when he signed and approved our work. His contention that our work was faulty is not correct. Our work was inspected and approved by the village on the permit which he obtained. Although we have compassion towards the customer's situation, additional work and expenses were needed to put his system back in service. These expenses would be incurred by him regardless of who completed this work. The customer took it upon himself to contact our insurance company and a claim has been filed in regards to this matter.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/03) */
The case ID # XXXXXXXX, was closed without my consent and I would like to request that the case should remain open and all the attachments (9 documents) which I have sent on May 15, 2015 to [redacted] (Inquiry Service Rep.) should be reviewed. Below is my rebuttal, point wise:
1) Jim Dhamer Plumbing has done an incomplete job and not done it correctly.
2) The whole area was re-dug and extended further by a 2nd contractor [redacted] who have found that [redacted] has made a wrong join to a broken pipe and not to the sewer pipe going to the main sewer drain (check document 4_pic).
- [redacted] (XXX-XXX-XXXX)
beloow is the email I sent to [redacted] on May 15, 2015)
([redacted]
To [redacted]
May 15
[redacted],
Complaint ID#: XXXXXXXX
Business Name: Jim Dhamer Plumbing & Sewer, Inc.
With this email, I am sending you more details on the faulty sewer repair job done by Jim Dhamer Plumbing. There are 9 attachments showing the property at [redacted] before, during, and after the sewer repair job was done by the 1st Contractor (Jim Dhamer Plumbing) as well as the re-digging and completion by the 2nd Contractor.
Below, please find the captions for the attached (nine) pics put in [redacted]_XXXXXXXX.zip file:-
1_pic:[redacted] property - before repair
2_pic: Leakage in Basement from outer sewer pipe
3_pic: Digging around foundation wall by [redacted]
4_pic: Broken pipe found after digging
5_pic: [redacted] put a 4" pvc new-BEND-joint and out pipe
6_pic: 2nd Contractor - pointing to the joint and another broken pipe
7_pic: 2nd Contractor exposed the wrong fitted pipe lying at the bottom
8_pic: 2nd Contractor's completed job with a single 6 " pvc straight (blue) pipe
9_pic: Invoice from Jim Dhamer Plumbing & Sewer for $ 3200.00 and paid in full
I'll wait for your response by Monday. If you need more details, please feel free to contact me.
Thanks and Regards,
[redacted]
[redacted]
Woodridge, IL 60517
Final Business Response /* (4000, 14, 2015/06/12) */
Contact Name and Title: [redacted] Pres.
Contact Phone: XXX-XXX-XXXX
In response to customer's claim that the work preformed by us was faulty, our reply is as follows: We proposed to dig down by hand and repair the one known break in the sewer line as it passed [redacted] the foundation, on its way towards the street and city sewer connection.
We did this as evidenced by the fact that our work was inspected and passed ** the Village of [redacted] Inspector on the permit which was taken out by customer. Passing [redacted] means our work was done up to all city and/or Illinois Plumbing codes. Upon completion of our work, a 2nd break was discovered further down the line. This additional break was not caused by our work. This fact is evidenced by the Insurance Claim filed by customer. The insurance
investigation determined that no coverage was available as this was not a result of our work and/or workmanship. Although we have compassion [redacted] customer's situation, we cannot justify a refund for this matter. Customer was fully aware additional work was required to restore his sewer service. It was clearly stated on our Invoice which he signed and approved prior to issuing payment to us. We have addressed drainage issuesand repaired sewers for over 40 years and this situation that arose is a rare occurrence but does sometimes happen.
I give this company the highest rating. I had a broken pipe in my crawl space. I contacted the company and they had someone here within the hour. The plumber and his assistant we courteous, thorough and quickly resolved the problem. I have given their card to my neighbors. I will definitely use them in the future if I need plumbing services.
Initial Business Response /* (1000, 5, 2015/01/06) */
The customer's original request was to remove existing tub spout & install a new one. The existing spout is screwed onto a pipe nipple behind the tile wall. Upon attempting to remove the spout the plumber conveyed to the homeowner...
present that he was experiencing difficulty removing it & if he continued the piping behind the wall may break. If customer wanted him to proceed the wall could need to be opened if warranted for a relpacement. Upon discussion the customer told the plumber to leave it as is, as it was still operational & remodeling of that room would take place in the not so distant future. It was never removed & reinstalled. Cosmetic changes did occur while attempting to remove it; the unit was left operational as decided upon mutually by the plumber & the homeowner's spouse. The customer called 12/24 & left a message. The plumber who was at the job called her back 12/26. She still wanted to speak with management & also emailed the company as well. She received an email in response on 12/30 to acknowledge that she would would be contacted as requested. She was called on 1/5/15 and per the phone conversation is being issued a partial refund as she has requested & feels is appropriate due to the circumstances.