LaVergne Plumbing & Heating

Thank you for alerting us to [redacted] concerns, we appreciate the chance to set the record straight and give the customer a resolution6/8/our company was called out to ***’s property for a plugged main sewer lineWe introduced to the customer our advertised special $Customer was given options that will permanently repair the problem, the customer refused work offered.6/16/a happy check was done and the customer said everything was working fine11/12/the customer called LaVergne Plumbing at 6:28pm with the same problemAll our technicians were busy and working, the office staff touched base with her at 6:37pm, 6:47pm, 8:40pm to let them know the technicians were still busy and that must likely will have to happen the next day firs thing in the morning[redacted] was called 11/13/at 6:20am to let her know the technicians was going to be on site within minutes, she agreed on getting the service done.The price for this service was $(response fee) snaked main line thru the clean out to clear roots $we gave her a $a credit from last time’s serviceShe was reminded that the roots are a problem that will continue unless she takes care of itAgain work was offered to permanently repair, and again customer refused work offered.As a remedy to this complaint we continue to do the following: Credit the payments for first two services towards the permanent repair of the sewer lineWe have performed in a timely fashion, all work exceeds industry standards and the value of the work is intrinsic, as the customer agrees, “The worker was great--very professional and he did a very good job.”Thank you

Our ad states "Ask about our year guarantee" $ " Ask about any drain, any time" *** back on June she was aware that the price $it was year warranty only since she has a bigger problem*** called us back on November more than a year after our first visit
Shea was also told about our response, which we do make all our customer aware of before getting on site
On 11/18/we got a call from ***, Mirna talked to her and *** apologized for making a complaint and asked Mirna to please tell everyone that read her complaint to know that when she complained "she was not clearly thinking"
Since she called us to find a solution to her problem and in our company we do care about our customers satisfactionMirna asked *** to do some research and if she finds another company that will charge her $and her problem magically gets fix for that amount we would refund the money (we will need proof), but if she finds out that fixing her septic problems will cost her thousands and thousands of $$ she can call me back and we can work something out.
We are waiting for *** to call us and let us know what did she find out
Thank you very much

Complaint: ***I am rejecting this response because:
The ad still did not say, ' first time customers only'It clearly said, "Any drain, any time."
If the price was to be different, this should have been stated in the ad and told to the client prior to work being doneThe company has put together a very sloppy ad, information-wise, and should correct itThere are laws about bait and switch in advertising and the ads we found all qualify as bait and switch because of lacking the necessary information to qualify who can get the price they are offeringBy law, if you say something in an ad, you are responsible for fullfilling the offer
By failing to include the, 'first time customers only' they gave me the expectation of an affordable price and charged more than three times what was promised in the adAlso missing is the required information about the fee just for going to our house
These ads must be fixed and the price in the ad should be honoredThank you
Sincerely,*** ***

Complaint: ***I am rejecting this response because: (This is her son replying to you.) The work done recently STILL DIDN'T SAY FIRST TIME CUSTOMERS!!! IT IS ADVERTISING!!! YOU HAVE BROKEN FEDERAL LAW!!! I really can't see why you can't understand that you made a huge mistake BY FAILING TO SAY, "first time customers only" IN THE AD OR REVEALING IT BEFORE THE WORK WAS DONEBy law you MUST state that the offer applies only to certain people if it is not meant for all customers
Not only that, but the plumber left saying that the drain was clearedThis was NOT the caseOur friend, who also is a plumber, came out to replace the drain line and found more roots in the systemThis is why it clogged up again ONLY TWO DAYS laterTHEN YOU SAID YOU WOULD NOT COME OUT AND FIX IT EVEN THOUGH YOU GAVE A GUARANTEE ON YOUR WORK! YOU ARE LIARS AND IF MY MOTHER HADN'T SAID SHE DOESN'T WANT TO PURSUE THIS MATTER, I WOULD HAVE MY LAWYERS ON YOU AND YOU WOULD BE OUT OF BUSINESS!!!
Your company shall never be called by my mother nor me ever againAnd we will be leaving our story on Facebook, Yelp, and every other Internet review site we can findYou don't deserve to be in business
Sincerely,***

Thank you for alerting us to [redacted] concerns, we appreciate the chance to set the record straight and give the customer a resolution. 6/8/14 our company was called out to [redacted]’s property for a plugged main sewer line. We introduced to the customer our advertised special $88. Customer was...

given options that will permanently repair the problem, the customer refused work offered.6/16/14 a happy check was done and the customer said everything was working fine. 11/12/15 the customer called LaVergne Plumbing at 6:28pm with the same problem. All our technicians were busy and working, the office staff touched base with her at 6:37pm, 6:47pm, 8:40pm to let them know the technicians were still busy and that must likely will have to happen the next day firs thing in the morning.[redacted] was called 11/13/15 at 6:20am to let her know the technicians was going to be on site within 60 minutes, she agreed on getting the service done.The price for this service was $38.50 (response fee) snaked main line thru the clean out to clear roots $388.00 we gave her a $100 a credit from last time’s service. She was reminded that the roots are a problem that will continue unless she takes care of it. Again work was offered to permanently repair, and again customer refused work offered.As a remedy to this complaint we continue to do the following: Credit the payments for first two services towards the permanent repair of the sewer line. We have performed in a timely fashion, all work exceeds industry standards and the value of the work is intrinsic, as the customer agrees, “The worker was great--very professional and he did a very good job.”Thank you...