[redacted] , I was hoping to speak with you directly, but thought it better that I respond quickly in writing since I have been unable to reach you by phone I can understand your concerns regarding the repairs required to address the issues discovered at your home, so I have undertaken a thorough investigation of the matter Here is a complete breakdown of my findings: On 9/29/you contacted HELP Plumbing, Heating, Cooling and Electric regarding a toilet you described as slow moving On 9/30/HELP sent a fully trained and certified Drain Cleaning Specialist to your home The Drain Cleaning Specialist was able to restore flow to your toilet, but upon completing the work identified that you had a cast iron stack with excessive pitting, one large leak and numerous smaller leaks at each of the joints within the pipe Due to the serious nature of this issue, our specialist immediately notified your sister of his diagnosis Our specialist then prepared a written scope of the work required, using our upfront price guide, and presented the upfront, all-inclusive pricing to your sister Your sister and our specialist then contacted you via telephone to review the proposal, after which, you provided our specialist with approval to begin the repairs To ensure no further problems would arise upon completion of the approved repairs, our specialist asked one of our Senior Plumbing Specialists to perform a pipe vision (an internal camera check) from the stack to the main sewer to ensure flow to the main sewer line was uninterrupted The Senior Plumbing Specialist discovered separations and breaks existed within the main sewer line as well Thus, he prepared a second proposal to repair the sewer line in order to prevent sewage leaks and backups, which you also approved, pending available financing You ultimately decided against the complete sewer line repair, so we completed only the originally agreed upon stack repair Upon completion of the work, you signed off on all work completed and made no indication to either of our specialists that you had any concerns with the scope, quality or price of the plumbing repairs HELP specialists are trained to do what is in the client’s best interestBased upon this summary of my findings, I would hope you would agree that they did just that I certainly understand the frustrations that can arise when significant home maintenance issues arise, but in this case, the repairs needed were presented as they were discovered, the pricing was presented directly from our upfront price guide, visual evidence of the issues was provided to your sister and we performed only those repairs that you specifically approved Given these facts, we are unable to provide a refund for the work already completed However, if you do choose to proceed with the main sewer repair, HELP would be willing to provide a discount of $dollars in an effort of good faith I hope you find this explanation and offer understandable and acceptable Sincerely, [redacted] Client Loyalty Manager
*** ***,
On 8/4/we attempted to contact you regarding the concern we had received *** *** left a voice mail on both numbers that we have attached to your account We do apologize for your experience and are prepared to refund 100% of your service call from 8/2/
[redacted],
I was hoping to speak with you directly, but thought it better that I respond quickly in writing since I have been unable to reach you by phone. I can understand your concerns regarding the repairs required to address the issues discovered at your...
home, so I have undertaken a thorough investigation of the matter. Here is a complete breakdown of my findings:
On 9/29/2014 you contacted HELP Plumbing, Heating, Cooling and Electric regarding a toilet you described as slow moving.
On 9/30/2014 HELP sent a fully trained and certified Drain Cleaning Specialist to your home. The Drain Cleaning Specialist was able to restore flow to your toilet, but upon completing the work identified that you had a cast iron stack with excessive pitting, one large leak and numerous smaller leaks at each of the joints within the pipe.
Due to the serious nature of this issue, our specialist immediately notified your sister of his diagnosis. Our specialist then prepared a written scope of the work required, using our upfront price guide, and presented the upfront, all-inclusive pricing to your sister. Your sister and our specialist then contacted you via telephone to review the proposal, after which, you provided our specialist with approval to begin the repairs.
To ensure no further problems would arise upon completion of the approved repairs, our specialist asked one of our Senior Plumbing Specialists to perform a pipe vision (an internal camera check) from the stack to the main sewer to ensure flow to the main sewer line was uninterrupted. The Senior Plumbing Specialist discovered separations and breaks existed within the main sewer line as well. Thus, he prepared a second proposal to repair the sewer line in order to prevent sewage leaks and backups, which you also approved, pending available financing. You ultimately decided against the complete sewer line repair, so we completed only the originally agreed upon stack repair.
Upon completion of the work, you signed off on all work completed and made no indication to either of our specialists that you had any concerns with the scope, quality or price of the plumbing repairs. HELP specialists are trained to do what is in the client’s best interest. Based upon this summary of my findings, I would hope you would agree that they did just that. I certainly understand the frustrations that can arise when significant home maintenance issues arise, but in this case, the repairs needed were presented as they were discovered, the pricing was presented directly from our upfront price guide, visual evidence of the issues was provided to your sister and we performed only those repairs that you specifically approved.
Given these facts, we are unable to provide a refund for the work already completed. However, if you do choose to proceed with the main sewer repair, HELP would be willing to provide a discount of $500 dollars in an effort of good faith. I hope you find this explanation and offer understandable and acceptable.
Sincerely,
[redacted]
Client Loyalty Manager
[redacted] , I was hoping to speak with you directly, but thought it better that I respond quickly in writing since I have been unable to reach you by phone I can understand your concerns regarding the repairs required to address the issues discovered at your home, so I have undertaken a thorough investigation of the matter Here is a complete breakdown of my findings: On 9/29/you contacted HELP Plumbing, Heating, Cooling and Electric regarding a toilet you described as slow moving On 9/30/HELP sent a fully trained and certified Drain Cleaning Specialist to your home The Drain Cleaning Specialist was able to restore flow to your toilet, but upon completing the work identified that you had a cast iron stack with excessive pitting, one large leak and numerous smaller leaks at each of the joints within the pipe Due to the serious nature of this issue, our specialist immediately notified your sister of his diagnosis Our specialist then prepared a written scope of the work required, using our upfront price guide, and presented the upfront, all-inclusive pricing to your sister Your sister and our specialist then contacted you via telephone to review the proposal, after which, you provided our specialist with approval to begin the repairs To ensure no further problems would arise upon completion of the approved repairs, our specialist asked one of our Senior Plumbing Specialists to perform a pipe vision (an internal camera check) from the stack to the main sewer to ensure flow to the main sewer line was uninterrupted The Senior Plumbing Specialist discovered separations and breaks existed within the main sewer line as well Thus, he prepared a second proposal to repair the sewer line in order to prevent sewage leaks and backups, which you also approved, pending available financing You ultimately decided against the complete sewer line repair, so we completed only the originally agreed upon stack repair Upon completion of the work, you signed off on all work completed and made no indication to either of our specialists that you had any concerns with the scope, quality or price of the plumbing repairs HELP specialists are trained to do what is in the client’s best interestBased upon this summary of my findings, I would hope you would agree that they did just that I certainly understand the frustrations that can arise when significant home maintenance issues arise, but in this case, the repairs needed were presented as they were discovered, the pricing was presented directly from our upfront price guide, visual evidence of the issues was provided to your sister and we performed only those repairs that you specifically approved Given these facts, we are unable to provide a refund for the work already completed However, if you do choose to proceed with the main sewer repair, HELP would be willing to provide a discount of $dollars in an effort of good faith I hope you find this explanation and offer understandable and acceptable Sincerely, [redacted] Client Loyalty Manager
*** ***,
On 8/4/we attempted to contact you regarding the concern we had received *** *** left a voice mail on both numbers that we have attached to your account We do apologize for your experience and are prepared to refund 100% of your service call from 8/2/
[redacted],
I was hoping to speak with you directly, but thought it better that I respond quickly in writing since I have been unable to reach you by phone. I can understand your concerns regarding the repairs required to address the issues discovered at your...
home, so I have undertaken a thorough investigation of the matter. Here is a complete breakdown of my findings:
On 9/29/2014 you contacted HELP Plumbing, Heating, Cooling and Electric regarding a toilet you described as slow moving.
On 9/30/2014 HELP sent a fully trained and certified Drain Cleaning Specialist to your home. The Drain Cleaning Specialist was able to restore flow to your toilet, but upon completing the work identified that you had a cast iron stack with excessive pitting, one large leak and numerous smaller leaks at each of the joints within the pipe.
Due to the serious nature of this issue, our specialist immediately notified your sister of his diagnosis. Our specialist then prepared a written scope of the work required, using our upfront price guide, and presented the upfront, all-inclusive pricing to your sister. Your sister and our specialist then contacted you via telephone to review the proposal, after which, you provided our specialist with approval to begin the repairs.
To ensure no further problems would arise upon completion of the approved repairs, our specialist asked one of our Senior Plumbing Specialists to perform a pipe vision (an internal camera check) from the stack to the main sewer to ensure flow to the main sewer line was uninterrupted. The Senior Plumbing Specialist discovered separations and breaks existed within the main sewer line as well. Thus, he prepared a second proposal to repair the sewer line in order to prevent sewage leaks and backups, which you also approved, pending available financing. You ultimately decided against the complete sewer line repair, so we completed only the originally agreed upon stack repair.
Upon completion of the work, you signed off on all work completed and made no indication to either of our specialists that you had any concerns with the scope, quality or price of the plumbing repairs. HELP specialists are trained to do what is in the client’s best interest. Based upon this summary of my findings, I would hope you would agree that they did just that. I certainly understand the frustrations that can arise when significant home maintenance issues arise, but in this case, the repairs needed were presented as they were discovered, the pricing was presented directly from our upfront price guide, visual evidence of the issues was provided to your sister and we performed only those repairs that you specifically approved.
Given these facts, we are unable to provide a refund for the work already completed. However, if you do choose to proceed with the main sewer repair, HELP would be willing to provide a discount of $500 dollars in an effort of good faith. I hope you find this explanation and offer understandable and acceptable.
Sincerely,
[redacted]
Client Loyalty Manager