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.
[ My Plumber Work] email dated 10/15/2015: Good morning Mr. [redacted], I have submitted your refund to
corporate. I will check on the status of your refund. I am going to go
ahead and send the Revdex.com this email thread. I will get back to you as soon
as I hear from corporate. Thank you. On Wed, Sep 16, 2015 at 2:28 PM, [redacted] <[redacted]> wrote:
Ms. [redacted],I appreciate your reply and explanation. I did see the materials and workmanship upon my arrival this week. I believe your offer of 10% credit is fair and reasonable. Let me know if that is acceptable to you. Regards,[redacted]Tel. [redacted][ Email to [redacted] dated 10/15/29015]Dear Ms. [redacted],All credit card
relationships - [redacted] and [redacted] - issued by [redacted]
Bank have been severed, arising from this dispute. Therefore, a company
check is the preferred method of the refund request. Regards,[redacted]15 October 2015I am requesting a company check for the refund request since their is no longer a banking relationship with [redacted] or [redacted] to which to post the refund. Regards,[redacted]
Regarding complaint:On September 2nd, Mr [redacted] called to place a work order for his mother, Ms. [redacted]. They were calling because they had a broken handle and a leaking cartridge. Before we started any work, we called Mr. [redacted] to authorize us to replace the shower handle and cartridge. Mr....
[redacted] agreed and provided his credit card for payment. After the work was completed, we checked to make sure everything was in good working order. On September 3rd, Mr [redacted] called and was annoyed because the tub was spitting out large amounts of water and also from the shower head. We were happy to go out and check it out for him and his mother, Ms. [redacted]. When we got there we determined that everything was in good working order. When the technician spoke to Ms. [redacted] to show her that everything was working, she demonstrated to the technician her concern. What was happening was Ms. [redacted] could not lift the shower diverter fully, causing water to come out from the tub spout and the shower head at once. She mentioned that it hurt her hands and that she has arthritis. There wasn't much that we could do since the existing diverter was in good working condition. The only thing that [redacted] suggested was to try to replace the shower diverter with a new one to see if it might be easier for her to use. The existing diverter could have been a little difficult for her because it could have had some corrosive factors from our hard San Diego water. When [redacted] called Mr. [redacted] to explain Ms. [redacted]'s concern and the suggestion of the new shower diverter, Mr. [redacted] became very angry over the phone and we were not able to effectively communicate with him. After attempting to call Mr. [redacted] myself(office manager) to see if I could use the situation and misunderstanding, I was unsuccessful because Mr. [redacted] did not answer or return my phone calls. So I proceeded and sent him and email . I have attached the email thread so you can read our discussion. I addressed the reason why we had suggested a diverter and the benefits to having a new one but that the existing diverter was fine, Ms. [redacted] just had trouble using it. I also addressed his price concern as well, explaining that we are not a time and material company and that we are a flat rate company. We don't charge an hourly rate, but rather we charge by the job itself. Our pricing includes and parts, labor, a percentage of our overhead and an honest profit. I also Attached our senior protection policy for Mr. [redacted] to read because we take it very seriously. My Plumber has been in business since 1982 and we have been a family operated business since then. We have many policies in place for the protection of our customer's and our own as well. Mr. [redacted] replied back to my email and he accepted the 10% back. Mr. [redacted] is correct in that he has not received the agreed amount back of 10% as of yet. The reimbursement was submitted on September 18th and usually takes between 15-20 business days. When a customer tells us that they are putting a stop payment on their credit card charge, we hold the refund for about 7 days to allow time for the bank to notify us. Since we did not get any notice from the bank we resumed with his normal refund status. As of this morning our accounting department pushed the refund through for Mr. [redacted]. Mr. [redacted] will just need to call the bank if he does not see the refund within 3 business days. Please let me know if there is anything else I could do.
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.
As noted in my original complaint, this company charged us $1200 to dig a hole in the ground. They also explained in their response that is what they did for $1200. You will note on the invoice that there is no customer signature on the acceptance of work performed line on the first page of the invoice. That is because after speaking with 2 other plumbers we were informed that we have been severely taken advantage of. No one should have to pay $1200 for a 2x1 hole in the ground. That is unethical. That is why we are asking for a partial refund. Please, we would rather settle this in a civilized manner rather than having to become litigious. Any plumber we talk to would testify that digging a hole in the ground and snaking a line is not worth $1200. Please refund a portion of our money.
Regards,
[redacted]
accessible
through the clean out and then followed up with a camera line inspection. During
the time of service, the customer told me that she had purchased the home from house
flippers. I had expressed that the plumbing did not look like it was done by a
professional plumbing contractor. One clear example is that the master bathroom
plumbing is not installed to city code regulations.
.
The sewer line clean out is located by the master
bedroom/master bathroom and the stoppage was 86 linear ft from the clean out.
We attempted to clear the stoppage with a big sewer
cable a total of four times, and because of the distance and type of stoppage
(where roots where found), we were not able to clear it. At that point we
proceeded to locate the stoppage area, using the video camera and locator. We
performed the locator at no charge to the customer.
We located the stoppage under the driveway. Locating the sewer problem
is not included in the $99 sewer special, and we did the service at no charge
because it was important to us that we provide the customer with accurate
information and options for her to solve the sewer problem.
The first option that was discussed with the customer was to
saw cut the concrete driveway in order to access the pipe, and then we would
cut and repair from there.
During the locating process, we determined that the
problem was near the neighbor’s yard. The 2nd option we gave was to
attempt to find the pipe by digging in the neighbor’s yard. We gave a written proposal
stating that the cost would be $1,200. If we were unable to find the pipe, the
$1,200 would be credited towards the next step, which would be the first option
given.
At this point the customer agreed in writing and signed and
initialed My Plumber’s contract.
Once, the contract was signed and option 2 was
authorized, I then went to the neighbor’s house to explain the situation and to
gain permission to dig in their yard. During the conversation I had asked the
nice neighbor to come out to the area where I would be digging so that I can
explain what is going on and what we would like to do to save the customer money and
the inconvenience of having to dig up her driveway, in order to solve the
problem.
By now, the customer and her neighbor were all on the same
page as we proceeded with Option 2.
Please note that it is impossible for any contractor to
give an ACCURATE estimate for a repair on a pipe that we cannot see. We clearly stated that, once and only if we
find the pipe, we would then be able to provide an estimate for the repair of
the pipe.
After digging in
hard soil full of river rock, we found the pipe. When we had informed the customer,
she seemed very happy and commented, “good call, Franco!”
We continued to expose the pipe so that we can clearly
see what it would take to repair the pipe.
After examining the pipe I then explained to the customer that it would cost an additional $450.00 for us to cut the pipe, clear the
stoppage, and repair the section of the pipe that we had cut.
At this time she become irate and started using
profanity, stating that she did not understand that the $1,200.00 did not
include the pipe repair.
I stopped her from continuing with the bad conversation
by saying "customer, you are building a concrete wall between you and I and we
have been working on this solution since 12:00pm. We have kept you
informed every step of the way and we have gained your approval.”
She
told me that she wanted to stop and get a second opinion from a friend, who she
said was a plumber. I asked her to let me at least cut a hole on the pipe, in
order to attempt to clear the stoppage, so that the sewer line has flow.
This process was done with no additional charge, with her
agreement. We proceeded and we were able to clear the stoppage. The customer understood that we were not going to repair the pipe because she insisted on
getting her friend (a plumber) to give her a second opinion and she was happy.
She stated that this plumber has been her plumber for
the last 6 years. She also told me that he had gone out to her house 2 weeks
prior for the same issue, but obviously he did not solve her sewer problem
because it happened again and then she called My Plumber out. She stated that
this plumber referred her to My Plumber. I asked to speak to the plumber over
the phone and she refused to let me.
My Plumber will
not agree to refund any money. We believe that we have provided the best
customer service possible and have also tried to reduce the amount of
inconvenience that the customer had to deal with like creating flow in her sewer, so
that she can get a second opinion. We arrived and provided the best customer
service that we could from the start to the end of our time with the customer, in
the most professional manner.
We take pride in our professionalism and our competitors
can confirm that. We also provide our customers with a variety of different written
options, for them to choose at their own will. The customer also had the ability to
choose from other different options to fix the entire sewer line, without
touching her driveway.
Regarding complaint #[redacted]:Mr [redacted] and My Plumber have come to an agreement prior to the Revdex.com complaint was filed. Unfortunatly because Mr. [redacted] has been traveling, he did not receive the certified mailed agreement that My Plumber sent him to sign and return. Please see...
the email from [redacted] sent yesterday: Good afternoon, [redacted] - I have been traveling extensively the past three months. I have a big stack of mail that needs my attention. I will locate this and get back to you immediately. You can help expedite by emailing a copy to me directly. I can review this and get back more quickly. As for the reviews below are links to the ones I have already deleted. You may beed to 'unblock' me with your personal profile to verify [redacted] - Removed Verification Screenshot: [redacted] - Removed Verification Screenshot (1): [redacted]Verification Screenshot (2): [redacted] - ActiveVerification Screenshot: [redacted]What is our next steps to resolution? [redacted]
If customer accepts, we will refund up to 15% back for customer satisfaction, which is a refund of $180.
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.
[ My Plumber Work] email dated 10/15/2015: Good morning Mr. [redacted], I have submitted your refund to
corporate. I will check on the status of your refund. I am going to go
ahead and send the Revdex.com this email thread. I will get back to you as soon
as I hear from corporate. Thank you. On Wed, Sep 16, 2015 at 2:28 PM, [redacted] <[redacted]> wrote:
Ms. [redacted],I appreciate your reply and explanation. I did see the materials and workmanship upon my arrival this week. I believe your offer of 10% credit is fair and reasonable. Let me know if that is acceptable to you. Regards,[redacted]Tel. [redacted][ Email to [redacted] dated 10/15/29015]Dear Ms. [redacted],All credit card
relationships - [redacted] and [redacted] - issued by [redacted]
Bank have been severed, arising from this dispute. Therefore, a company
check is the preferred method of the refund request. Regards,[redacted]15 October 2015I am requesting a company check for the refund request since their is no longer a banking relationship with [redacted] or [redacted] to which to post the refund. Regards,[redacted]
Regarding complaint:On September 2nd, Mr [redacted] called to place a work order for his mother, Ms. [redacted]. They were calling because they had a broken handle and a leaking cartridge. Before we started any work, we called Mr. [redacted] to authorize us to replace the shower handle and cartridge. Mr....
[redacted] agreed and provided his credit card for payment. After the work was completed, we checked to make sure everything was in good working order. On September 3rd, Mr [redacted] called and was annoyed because the tub was spitting out large amounts of water and also from the shower head. We were happy to go out and check it out for him and his mother, Ms. [redacted]. When we got there we determined that everything was in good working order. When the technician spoke to Ms. [redacted] to show her that everything was working, she demonstrated to the technician her concern. What was happening was Ms. [redacted] could not lift the shower diverter fully, causing water to come out from the tub spout and the shower head at once. She mentioned that it hurt her hands and that she has arthritis. There wasn't much that we could do since the existing diverter was in good working condition. The only thing that [redacted] suggested was to try to replace the shower diverter with a new one to see if it might be easier for her to use. The existing diverter could have been a little difficult for her because it could have had some corrosive factors from our hard San Diego water. When [redacted] called Mr. [redacted] to explain Ms. [redacted]'s concern and the suggestion of the new shower diverter, Mr. [redacted] became very angry over the phone and we were not able to effectively communicate with him. After attempting to call Mr. [redacted] myself(office manager) to see if I could use the situation and misunderstanding, I was unsuccessful because Mr. [redacted] did not answer or return my phone calls. So I proceeded and sent him and email . I have attached the email thread so you can read our discussion. I addressed the reason why we had suggested a diverter and the benefits to having a new one but that the existing diverter was fine, Ms. [redacted] just had trouble using it. I also addressed his price concern as well, explaining that we are not a time and material company and that we are a flat rate company. We don't charge an hourly rate, but rather we charge by the job itself. Our pricing includes and parts, labor, a percentage of our overhead and an honest profit. I also Attached our senior protection policy for Mr. [redacted] to read because we take it very seriously. My Plumber has been in business since 1982 and we have been a family operated business since then. We have many policies in place for the protection of our customer's and our own as well. Mr. [redacted] replied back to my email and he accepted the 10% back. Mr. [redacted] is correct in that he has not received the agreed amount back of 10% as of yet. The reimbursement was submitted on September 18th and usually takes between 15-20 business days. When a customer tells us that they are putting a stop payment on their credit card charge, we hold the refund for about 7 days to allow time for the bank to notify us. Since we did not get any notice from the bank we resumed with his normal refund status. As of this morning our accounting department pushed the refund through for Mr. [redacted]. Mr. [redacted] will just need to call the bank if he does not see the refund within 3 business days. Please let me know if there is anything else I could do.
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.
As noted in my original complaint, this company charged us $1200 to dig a hole in the ground. They also explained in their response that is what they did for $1200. You will note on the invoice that there is no customer signature on the acceptance of work performed line on the first page of the invoice. That is because after speaking with 2 other plumbers we were informed that we have been severely taken advantage of. No one should have to pay $1200 for a 2x1 hole in the ground. That is unethical. That is why we are asking for a partial refund. Please, we would rather settle this in a civilized manner rather than having to become litigious. Any plumber we talk to would testify that digging a hole in the ground and snaking a line is not worth $1200. Please refund a portion of our money.
Regards,
[redacted]
In response to the Revdex.com complaint
My Plumber advertises $99 sewer special when...
accessible
through the clean out and then followed up with a camera line inspection. During
the time of service, the customer told me that she had purchased the home from house
flippers. I had expressed that the plumbing did not look like it was done by a
professional plumbing contractor. One clear example is that the master bathroom
plumbing is not installed to city code regulations.
.
The sewer line clean out is located by the master
bedroom/master bathroom and the stoppage was 86 linear ft from the clean out.
We attempted to clear the stoppage with a big sewer
cable a total of four times, and because of the distance and type of stoppage
(where roots where found), we were not able to clear it. At that point we
proceeded to locate the stoppage area, using the video camera and locator. We
performed the locator at no charge to the customer.
We located the stoppage under the driveway. Locating the sewer problem
is not included in the $99 sewer special, and we did the service at no charge
because it was important to us that we provide the customer with accurate
information and options for her to solve the sewer problem.
The first option that was discussed with the customer was to
saw cut the concrete driveway in order to access the pipe, and then we would
cut and repair from there.
During the locating process, we determined that the
problem was near the neighbor’s yard. The 2nd option we gave was to
attempt to find the pipe by digging in the neighbor’s yard. We gave a written proposal
stating that the cost would be $1,200. If we were unable to find the pipe, the
$1,200 would be credited towards the next step, which would be the first option
given.
At this point the customer agreed in writing and signed and
initialed My Plumber’s contract.
Once, the contract was signed and option 2 was
authorized, I then went to the neighbor’s house to explain the situation and to
gain permission to dig in their yard. During the conversation I had asked the
nice neighbor to come out to the area where I would be digging so that I can
explain what is going on and what we would like to do to save the customer money and
the inconvenience of having to dig up her driveway, in order to solve the
problem.
By now, the customer and her neighbor were all on the same
page as we proceeded with Option 2.
Please note that it is impossible for any contractor to
give an ACCURATE estimate for a repair on a pipe that we cannot see. We clearly stated that, once and only if we
find the pipe, we would then be able to provide an estimate for the repair of
the pipe.
After digging in
hard soil full of river rock, we found the pipe. When we had informed the customer,
she seemed very happy and commented, “good call, Franco!”
We continued to expose the pipe so that we can clearly
see what it would take to repair the pipe.
After examining the pipe I then explained to the customer that it would cost an additional $450.00 for us to cut the pipe, clear the
stoppage, and repair the section of the pipe that we had cut.
At this time she become irate and started using
profanity, stating that she did not understand that the $1,200.00 did not
include the pipe repair.
I stopped her from continuing with the bad conversation
by saying "customer, you are building a concrete wall between you and I and we
have been working on this solution since 12:00pm. We have kept you
informed every step of the way and we have gained your approval.”
She
told me that she wanted to stop and get a second opinion from a friend, who she
said was a plumber. I asked her to let me at least cut a hole on the pipe, in
order to attempt to clear the stoppage, so that the sewer line has flow.
This process was done with no additional charge, with her
agreement. We proceeded and we were able to clear the stoppage. The customer understood that we were not going to repair the pipe because she insisted on
getting her friend (a plumber) to give her a second opinion and she was happy.
She stated that this plumber has been her plumber for
the last 6 years. She also told me that he had gone out to her house 2 weeks
prior for the same issue, but obviously he did not solve her sewer problem
because it happened again and then she called My Plumber out. She stated that
this plumber referred her to My Plumber. I asked to speak to the plumber over
the phone and she refused to let me.
My Plumber will
not agree to refund any money. We believe that we have provided the best
customer service possible and have also tried to reduce the amount of
inconvenience that the customer had to deal with like creating flow in her sewer, so
that she can get a second opinion. We arrived and provided the best customer
service that we could from the start to the end of our time with the customer, in
the most professional manner.
We take pride in our professionalism and our competitors
can confirm that. We also provide our customers with a variety of different written
options, for them to choose at their own will. The customer also had the ability to
choose from other different options to fix the entire sewer line, without
touching her driveway.
Regarding complaint #[redacted]:Mr [redacted] and My Plumber have come to an agreement prior to the Revdex.com complaint was filed. Unfortunatly because Mr. [redacted] has been traveling, he did not receive the certified mailed agreement that My Plumber sent him to sign and return. Please see...
the email from [redacted] sent yesterday: Good afternoon, [redacted] - I have been traveling extensively the past three months. I have a big stack of mail that needs my attention. I will locate this and get back to you immediately. You can help expedite by emailing a copy to me directly. I can review this and get back more quickly. As for the reviews below are links to the ones I have already deleted. You may beed to 'unblock' me with your personal profile to verify [redacted] - Removed Verification Screenshot: [redacted] - Removed Verification Screenshot (1): [redacted]Verification Screenshot (2): [redacted] - ActiveVerification Screenshot: [redacted]What is our next steps to resolution? [redacted]