Kenzie Plumbing

We arrived at the customers house and was told the water heater was leakingWhen troubleshooting the problem we determined that the water heater was leaking and needed to be replacedAt this time we gave the customer options and pricing for a year warranty, year warranty, and year warranty, and customer was made aware that the year warranty was a time and material charge option which would be invoiced at time spent and material usedShe chose the year optionWe also gave customer options of installing a water heater pan which she declined to do in order to save moneyWhen we unboxed the water heater to install it we discovered that the metal jacket on the outside was dented (which does not affect the unit other than cosmetically)At this point we gave the customer options of us going back to town at no charge and getting a new one or giving her a $discount on the dented unit, she chose the $discountWe sold the unit to her for $which is $under our cost of item # [redacted] $(She was given her $discount.) When the water heater was removed we found that her piping was leaking behind the water heater and at this point we made the customer aware of the leak and recommended that she repipe her house as we have repaired other leaks there in the past and her piping is an old pipe that has been removed from production due to its having repeated leaksShe asked how much it (the repipe) would cost and she was given a ballpark figure from $to $and told we would work up a bid price for her which she declinedAs for the trips to town we did have to go back to town and search multiple places for the parts to repair her discontinued piping and she was charged for the time for us to locate and install these partsRegarding warranty, we do have a year warranty on any material supplied and installed by our company but the (no warranty) she is referring to is her old piping that needs to be replacedRegarding wiring on the water heater, the customer was made aware that she needed to get an electrician to extend the wiring to the water heater and properly connect it but that we would connect it as is so that she would have hot water overnightShe said she would have an electrician come and correct the problem with the wiring

To whom it may concern, Kenzie plumbing was called out on 10/4/and requested us to "unclog their sewer line"Our tech Devin M*** went to the location and ran our "medium machine" to get the line draining due to his large machine being down at the timeAt this time Devin made the
customer aware of roots in the line and that we recommended to replace the lineMr*** said he could not afford to have this done and only wanted to have it unstopped at this timeMr*** then called us back on 10/13/(days later)and said the stoppage was back, so we sent out Devin once again "at no charge" and he ran the large machine, once again finding roots in the lineAt this time he had Mr *** flush the toilet and run water in the tub to check and see if the drains were flowing at this timeThey were! We once again made the customer aware of his pipes that were needing replaced to which he replied "he has to have them cleaned out every year" and he was once again made aware of the need to have them replaced and that there would be no further warranty givenOn 10/14/Mr*** called our offices requesting services for his lines that were stopped up, we had Devin return his call on 10/16/to let him know we would be glad to return for more work at his residence but that there would be further charges for these servicesThen Mrs *** called our offices yelling and cursing (all call are recorded) demanding for us to come out at no charge and "fix" their plumbing problemShe was made aware that we would not be able to return "again" for no charge due to the problems with their drain linesTo which she cursed and hung up.Thanks,VinceOwner, Kenzie Plumbing

The check that the customer is referring to, is our check # *** in the amount of $that was written to her on 2/8/when it was brought to our attention that her senior discount was overlooked and not given to her on the first invoiceRegarding the water heater not being rewired, we are not licensed to rewire it as it requires a licensed electrician to do thisAll this was discussed with the customer when the project was done and she agreed to get an electrician to do it properly(We were only trying to help her out and not leave her without hot water by connecting to existing wiring)Regarding the material that was required to complete the project, we strive to keep everything on our trucks to make repairs but this is not a repair as it is discontinued piping and not commonly used

The reason I am not accepting the check of 108 dollars is because I am going to have to have the hot water heater rewired and repiped it's not up to code  I told those workers the reason I was getting it done by Kenzie was because I wanted it done professionally  I could have gotten my son to do it But I wanted it done  professionally  Also  they wasted time for labor going to town for supplies They should have parts on truck  Thank you  #[redacted].  [redacted]I just got the letter from Revdex.com the reply to my complaint  I declined the water heater pan because they should know to bring one   yes it would have meant another trip to town  also the same thing with the dent  and the elec wiring they are flat lying about it I asked them about   having to get a electrician they said No they do the wiring  I just wonder what it would have cost for 2 more trips town  the bill I pd for what they did was 1825.78,#[redacted]

We arrived at the customers house and was told the water heater was leaking. When troubleshooting the problem we determined that the water heater was leaking and needed to be replaced. At this time we gave the customer options and pricing for a 1 year warranty, 6 year warranty, and 10 year warranty,...

and customer was made aware that the 1 year warranty was a time and material charge option which would be invoiced at time spent and material used. She chose the 1 year option. We also gave customer options of installing a water heater pan which she declined to do in order to save money. When we unboxed the water heater to install it we discovered that the metal jacket on the outside was dented (which does not affect the unit other than cosmetically). At this point we gave the customer options of us going back to town at no charge and getting a new one or giving her a $50 discount on the dented unit, she chose the $50 discount. We sold the unit to her for $468.75 which is $50 under our normal cost of item # [redacted] $518.75. (She was given her $50 discount.) When the water heater was removed we found that her piping was leaking behind the water heater and at this point we made the customer aware of the leak and recommended that she repipe her house as we have repaired other leaks there in the past and her piping is an old pipe that has been removed from production due to its having repeated leaks. She asked how much it (the repipe) would cost and she was given a ballpark figure from $4000 to $6000 and told we would work up a bid price for her which she declined. As for the trips to town we did have to go back to town and search multiple places for the parts to repair her discontinued piping and she was charged for the time for us to locate and install these parts. Regarding warranty, we do have a 1 year warranty on any material supplied and installed by our company but the (no warranty) she is referring to is her old piping that needs to be replaced. Regarding wiring on the water heater, the customer was made aware that she needed to get an electrician to extend the wiring to the water heater and properly connect it but that we would connect it as is so that she would have hot water overnight. She said she would have an electrician come and correct the problem with the wiring.

Complaint: [redacted]
I am rejecting this response because: For one I am a miss and I told them this, I told them he was my Father. For another it was two days later that we called them back after the first time. Yes they did say the calls were recorded and no I never once cursed at them. Since their calls are supposed to be recorded you will notice, if they give those records of the calls to you, that it was not 9 days later when we called back the first time. Yes, I was upset and I had raised my voice since they were demanding we give them more money for fixing a problem that has not been fixed. My father never ran water through the tub or flushed the toilet and said it was working correctly. There are no roots in my lines, it was not a medium machine they used it was the small one. They still charged us for using their large machine, which was not working. And as soon as my father and I both told them we were going to the Revdex.com, they hung up on us. My work used Kenzie Plumbing as well, and the plumbers have had to come out several times there as well, because they did not do everything they were paid to do the first time as well. 
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]