To Whom it may concern, I am writing in response to a complaint we recently receivedWhile we always welcome any feedback regarding our business so we may constantly improve practices, I am shocked by the inaccurate details set forth in the complaint as the person making the claims was clearly "not on site as they statedWe were contracted out to the residence by the property owner and their warranty companyAt that time the customer is given access to all of our contact info, and we are given theirs to set up an appointment for a "diagnosis"At any point the customer is able to check credibility of our business to make their own informed choice whether they will allow us to their property or notThe customer is also aware of the non-refundable copay for us to arrive and diagnose the issueWe stayed in constant contact with the customer prior to arrival, and arrived to the property in our clearly marked plumbing TRUCK which is required by lawThere was myself (yes, the driver whom is also a licensed technician) as well as the master plumberUpon exiting the truck, we were greeted by a gentleman who was obviously not the woman we have been talking toFollowing practice like any other property we introduced ourselves and he expressed the homeowner had "other obligations" and couldn't make itHe proceeded to let us in the home where we also introduced ourselves to the tenantThey showed us the problem with the tub, we assessed the situation and let them know it is an easy fix but we will need to call it in to the warranty co.,collect the trade call fee of $and go get partsThe home owner's representative paid the trade call fee by credit card and gave us permission to " do what it takes to get the problem fixed." With that, we called the claim in ( which ended up getting denied on the spot) and we left to get partsWhen we returned the repwas gone, and the tenant let us in to fix the issueWe removed old corroded parts and replaced with new parts, checked function , and brought in the tenant to go over the workShe said she was happy and we leftWe then contacted the homeowner to let her know the property was fixed and that we need to collect $for the serviceShe asked for the itemized invoice which we gladly sentFollowing receipt of the invoice, the owner expressed that she is not paying because the work is not finishedAll work was double checked, functioning properly and installed to plumbing code and standardsWe explained that the caulking she demanded is not required or neededNor is there any need for additional work on or to those parts at this time.The unit has its own seal, that if we scrape her tub to prep for adhering it will cause damage to the fiberglass finish, leaving a bigger problemWe attempted to make contact with the property owner over several weeks to finally collect on the bill for serviceWe were then intentionally avoided, hung up on, and not returned calls from messages leftThis customer was given a credit of $at time of service toward her bill as a courtesy since the claim was deniedWe and the warranty company clearly explained everything to her as well as all fees and gave ample time to payHowever we informed her in advance that our business is "pay upon completion." We only "bill" warranty companies because we have experienced "unavailable" property owners try to not pay once work is completeWe then warned the customer as we will anyone who chases not pay once service is agreed upon and provided, that additional steps will be taken in attempt to collectIncluding filing for theft of service and/or a lien on the property where work was performedWe take pride in our work and try to treat everyone in a fair, ethical manner but refusing to pay is not tolerated unless we are knowingly at faultThat was not the case in this issue otherwise we would have never attempted to collectWe are more than happy to back any or all of our experience with photos, documents, and correspondence, as well as visit with any additional party brought inIn response to the request for a refund, we will not and do not agree especially since the request was filed well before the payment was sent or received by our company which I have retained record of as wellLastly, regarding authenticity of our licenses: All of our license info is made public as well as our business info through TSBPE which is legally and clearly displayed on the front of our invoiceTheir system only allows one Master Plumber to each number and is done no different with oursThank you for your attention to this matter,Leaf Plumbing
To Whom it may concern, I am writing in response to a complaint we recently receivedWhile we always welcome any feedback regarding our business so we may constantly improve practices, I am shocked by the inaccurate details set forth in the complaint as the person making the claims was clearly "not on site as they statedWe were contracted out to the residence by the property owner and their warranty companyAt that time the customer is given access to all of our contact info, and we are given theirs to set up an appointment for a "diagnosis"At any point the customer is able to check credibility of our business to make their own informed choice whether they will allow us to their property or notThe customer is also aware of the non-refundable copay for us to arrive and diagnose the issueWe stayed in constant contact with the customer prior to arrival, and arrived to the property in our clearly marked plumbing TRUCK which is required by lawThere was myself (yes, the driver whom is also a licensed technician) as well as the master plumberUpon exiting the truck, we were greeted by a gentleman who was obviously not the woman we have been talking toFollowing practice like any other property we introduced ourselves and he expressed the homeowner had "other obligations" and couldn't make itHe proceeded to let us in the home where we also introduced ourselves to the tenantThey showed us the problem with the tub, we assessed the situation and let them know it is an easy fix but we will need to call it in to the warranty co.,collect the trade call fee of $and go get partsThe home owner's representative paid the trade call fee by credit card and gave us permission to " do what it takes to get the problem fixed." With that, we called the claim in ( which ended up getting denied on the spot) and we left to get partsWhen we returned the repwas gone, and the tenant let us in to fix the issueWe removed old corroded parts and replaced with new parts, checked function , and brought in the tenant to go over the workShe said she was happy and we leftWe then contacted the homeowner to let her know the property was fixed and that we need to collect $for the serviceShe asked for the itemized invoice which we gladly sentFollowing receipt of the invoice, the owner expressed that she is not paying because the work is not finishedAll work was double checked, functioning properly and installed to plumbing code and standardsWe explained that the caulking she demanded is not required or neededNor is there any need for additional work on or to those parts at this time.The unit has its own seal, that if we scrape her tub to prep for adhering it will cause damage to the fiberglass finish, leaving a bigger problemWe attempted to make contact with the property owner over several weeks to finally collect on the bill for serviceWe were then intentionally avoided, hung up on, and not returned calls from messages leftThis customer was given a credit of $at time of service toward her bill as a courtesy since the claim was deniedWe and the warranty company clearly explained everything to her as well as all fees and gave ample time to payHowever we informed her in advance that our business is "pay upon completion." We only "bill" warranty companies because we have experienced "unavailable" property owners try to not pay once work is completeWe then warned the customer as we will anyone who chases not pay once service is agreed upon and provided, that additional steps will be taken in attempt to collectIncluding filing for theft of service and/or a lien on the property where work was performedWe take pride in our work and try to treat everyone in a fair, ethical manner but refusing to pay is not tolerated unless we are knowingly at faultThat was not the case in this issue otherwise we would have never attempted to collectWe are more than happy to back any or all of our experience with photos, documents, and correspondence, as well as visit with any additional party brought inIn response to the request for a refund, we will not and do not agree especially since the request was filed well before the payment was sent or received by our company which I have retained record of as wellLastly, regarding authenticity of our licenses: All of our license info is made public as well as our business info through TSBPE which is legally and clearly displayed on the front of our invoiceTheir system only allows one Master Plumber to each number and is done no different with oursThank you for your attention to this matter,Leaf Plumbing