Tell us why here..Dear Revdex.com rep-
I received this complaint from my office staff today. I am unable to open it and I am the owner of the company and wanted to respond in the message. I was told about it by my staff and wanted to read it myself but this is what I can ascertain at this point.
My staff told me that this is a repeat Revdex.com complaint - It is from the same lady who filed a prior complaint that the Revdex.com resolved last year in that our company provided a solution that would be acceptable in accommodating her. She is the granddaughter of our client
Historical:
In that complaint, the grand daughter called in for an appointment on behalf of her grandfather. We had worked for grand father before. In this instance she called to set up an appointment for a permanent repair to her sprinkler system. We were out on an emergency call earlier in the week and she now wanted us to come back to make the permanent repair. We do not charge for any of our service and repair work in advance.
The emergency call was paid in full but the permanent repair was set for a Friday afternoon and we had been involved in an earlier call that wou
ld not allow us to leave and therefore we were late for her appointment and missed the timing of the appointment. Our policy is to call when we are on the way but she was calling us as the plumber was still on the job and we had missed her scheduled appointment and she was very upset.
To attempt to make it right we agreed to send our after hours plumber to her house either that night or on Saturday to make the permanent repairs at the regular rate (no overtime for the overtime call). She apparently misunderstood and somehow thought that the work was to be done for free. The plumber did not bill her at the time and we did not have the job in our system because we did not know what time she wanted the plumber to come (Friday night or Saturday) so we caught up with it the following Monday and sent her the bill by email
We did not charge any overtime charges for the work. We sent out bills and then she presented us with her misunderstanding. We tried to explain it over and over again and she tried to explain it over and over again. She filed the first Revdex.com complaint. The Revdex.com in that case responded that we provided her with a reasonable accommodation and wrote this up as you will see if you review that record.
New Complaint:
I understand that this new complaint is also from this same person or same job but it pertains to our collection process or that we were attempting to take advantage of her grandfather. This new complaint alleges that we performed property damage. The plumber was there to make a repair to the sprinkler line and this was not the discussion of any prior call from the grand daughter before. I believe that it is a made up charge because it is coming to us a year later but if there was any damage we would like to get a better understanding of that complaint.
We received the Revdex.com response and then resent a statement for a number of months in a row. Then the grand daughter called us to tell us her grandfather had passed away and hung up the phone before we could get the executor information.
We did not have any conversations with the grandfather at any time afterwards during the bill payment process. He was present when the plumber was on the job making the repairs.
We did resend the bills to the grandfather’s estate at his home address as the work was done at his house per the granddaughters request - also based on the call that the grandfather had passed away.
The executor of the estate called me with the same issues that the grand daughter had and I tried to explain it to her also but it was the same process, I kept explaining that we did the work and she kept explaining how the work should be free.
Due to the age of the bill, we moved this from our office to be handled by the collection company. This is only after we had given lots of latitude for the bill payment. (The work was done July of last year )
The statement includes the amount invoiced and finance charges through March 2016 and we moved it to the collection company on March 16th. We sent statements from our office at least 90 days passed the time that we normally would to move this to a collections process.
The Collection Company has a reminder service first. It is an opportunity to pay the bill to us directly before it actually goes to collections. They attempted to contact the estate six times between March 16th and April 27th, as reminders then an additional five contacts between May 14 to June 24th explaining that it would be sent to collections before it went to collections. It is now ready to move to Collections but has not been submitted yet.
We would like your help.
Since this client has not paid for the work provided and does not seem to understand that the amount should be settled through the estate but is dredging up an old complaint that the Revdex.com already reviewed and making accusations about our collection process that they could avoid by paying the bill. We believe that we have been generous with the family during the unwinding of the estate. The work was done a year ago. Even after some difficult accusations, we still allowed time to pass before we moved forward to a collections process to protect our interests.
I am concerned that a new complaint on our record from this person is an attempt to discredit us when we have only tried to provide her with very reasonable accommodations to someone that is unreasonable in their expectations and because she does not accept any responsibility for it.
Thank you for your kind assistance.
Please see the closed complaint to the Revdex.com dated September 2015.The work was completed on a Saturday after the client was given the option of times to complete the repairs.We don't bill for work in advance of completing it.We acknowledge that we received payment for the emergency services performed earlier in the week but at that time we do not and would not bill for future work. The invoices show the work performed, the parts and labor are all listed separately. The open invoice is for the permanent repairs after we came out at the clients request to follow up and make those repairs. We have repeated ourselves over and over again. We don't yell at customers even when they are yelling at us, We have held the grandfather in high regard and offered them sufficient time to settle this matter. Further, we don't believe that there was any damage to the property that we caused The photograph shows a board damaged and a galvanized fitting. We used a galvanized fitting to make the repair. There is nothing wrong with the plumbing work and no complaint about our work - only now a year afterwards and cause for concern for the legitimacy of this complaint. Please review the Revdex.com response from the last time. This matter should have been closed and the bill for the second visit is long overdue at this time. Thank you
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.I am not at all satisfied with their reply and continue to feel taken advantage of! We called them for emergency service Thursday we paid for the emergency service because the worker said they are to collect at time of leaving even though worker was not able to finish the job or fix the issue permenantely so he needed to send for someone to follow up the next day we were given a specific time fram to be home that Friday and were told to restrain our dogs we waited nobody called nobody showed! My grand daughter called they said they were running late about another hour. Again didn't call didn't show we called again to find out they were not coming today. They offered us Saturday or Monday we did not want to wait until Monday seeing as how we already paid them Thursday and they hadn't finished the job. Upon selecting Saturday we were told no more charges; I was present, my granddaughter was present and my grandson was present all hearing no payment needed.
Saturday comes they finally fix the job we called them to fix Thursday and no type of collection or bill is presented and the worker leaves. Weeks go by and my granddaughter gets emailed a bill for Saturday service? For what we paid you Thursday you didn't finish the job you set up an appointment Friday didn't bother to call or show and if we allegedly owed you for Saturday why did you not present a bill at the time of service as done on Thursday which according to your worker is your policy! You are trying to take advantage of me and I am not having it. I am a 92 year old man who has used you several times each time being presented with a bill at the time of service. Never before had you not been able to fix the problem at the time of service never before have you not called and not shown and never before have you sent us a bill weeks later! I paid for the service Thursday you did not complete it you did not show up Friday you finally showed up Saturday and finished the job from Thursday on Saturday and did not mention a bill and left. We paid you in full Thursday and you did not finish the job until Saturday. We will not be paying you anything further and we will not be using you ever again! You take advantage of seniors and you should be ashamed of yourself!
Regards,
[redacted]
Please see the closed complaint to the Revdex.com dated September 2015.
The work was completed on a Saturday after the client was given the option of times to complete the repairs.
We don't bill for work in advance of completing it.
We acknowledge that we received payment for the emergency services performed earlier in the week but at that time we do not and would not bill for future work. The invoices show the work performed, the parts and labor are all listed separately.
The open invoice is for the permanent repairs after we came out at the clients request to follow up and make those repairs.
We have repeated ourselves over and over again. We don't yell at customers even when they are yelling at us, We have held the grandfather in high regard and offered them sufficient time to settle this matter.
Further, we don't believe that there was any damage to the property that we caused The photograph shows a board damaged and a galvanized fitting. We used a galvanized fitting to make the repair. There is nothing wrong with the plumbing work and no complaint about our work - only now a year afterwards and cause for concern for the legitimacy of this complaint.
Please review the Revdex.com response from the last time. This matter should have been closed and the bill for the second visit is long overdue at this time.
Thank you
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.
Regards,
[redacted]
Power's Plumbing guarantees their work to be free of defect. The first time their plumber came out, he snaked the drains with some improvement, but they started backing up again within one week. When the plumber came out a second time, he did a better job and the drains have been fine ever since. If the defect were in our plumbing( as the plumber alleges),his second job would have not fixed the problem. By definition, then, his first attempt to fix the drains was unsuccessful, the second one was not. We already paid for the first plumbing job, and have sent them a check for $66.51, to cover a drain-cleaning product we purchased, and some consulting time on another matter. If he had done the job right the first time, we would not be here. We continue to insist that this is nothing more than an attempt to charge us twice for the same job, and the provider used deception in failing to reveal he intended to charge for the second visit. We do not agree that we owe Power's Plumbing any more money. We consider our relationship with Power's Plumbing to be terminated.
Tell us why here..Dear Revdex.com rep-I received this complaint from my office staff today. I am unable to open it and I am the owner of the company and wanted to respond in the message. I was told about it by my staff and wanted to read it myself but this is what I can ascertain at this point.My staff told me that this is a repeat Revdex.com complaint - It is from the same lady who filed a prior complaint that the Revdex.com resolved last year in that our company provided a solution that would be acceptable in accommodating her. She is the granddaughter of our clientHistorical: In that complaint, the grand daughter called in for an appointment on behalf of her grandfather. We had worked for grand father before. In this instance she called to set up an appointment for a permanent repair to her sprinkler system. We were out on an emergency call earlier in the week and she now wanted us to come back to make the permanent repair. We do not charge for any of our service and repair work in advance. The emergency call was paid in full but the permanent repair was set for a Friday afternoon and we had been involved in an earlier call that would not allow us to leave and therefore we were late for her appointment and missed the timing of the appointment. Our policy is to call when we are on the way but she was calling us as the plumber was still on the job and we had missed her scheduled appointment and she was very upset. To attempt to make it right we agreed to send our after hours plumber to her house either that night or on Saturday to make the permanent repairs at the regular rate (no overtime for the overtime call). She apparently misunderstood and somehow thought that the work was to be done for free. The plumber did not bill her at the time and we did not have the job in our system because we did not know what time she wanted the plumber to come (Friday night or Saturday) so we caught up with it the following Monday and sent her the bill by email We did not charge any overtime charges for the work. We sent out bills and then she presented us with her misunderstanding. We tried to explain it over and over again and she tried to explain it over and over again. She filed the first Revdex.com complaint. The Revdex.com in that case responded that we provided her with a reasonable accommodation and wrote this up as you will see if you review that record. New Complaint: I understand that this new complaint is also from this same person or same job but it pertains to our collection process or that we were attempting to take advantage of her grandfather. This new complaint alleges that we performed property damage. The plumber was there to make a repair to the sprinkler line and this was not the discussion of any prior call from the grand daughter before. I believe that it is a made up charge because it is coming to us a year later but if there was any damage we would like to get a better understanding of that complaint.We received the Revdex.com response and then resent a statement for a number of months in a row. Then the grand daughter called us to tell us her grandfather had passed away and hung up the phone before we could get the executor information. We did not have any conversations with the grandfather at any time afterwards during the bill payment process. He was present when the plumber was on the job making the repairs.We did resend the bills to the grandfather’s estate at his home address as the work was done at his house per the granddaughters request - also based on the call that the grandfather had passed away. The executor of the estate called me with the same issues that the grand daughter had and I tried to explain it to her also but it was the same process, I kept explaining that we did the work and she kept explaining how the work should be free. Due to the age of the bill, we moved this from our office to be handled by the collection company. This is only after we had given lots of latitude for the bill payment. (The work was done July of last year )The statement includes the amount invoiced and finance charges through March 2016 and we moved it to the collection company on March 16th. We sent statements from our office at least 90 days passed the time that we normally would to move this to a collections process. The Collection Company has a reminder service first. It is an opportunity to pay the bill to us directly before it actually goes to collections. They attempted to contact the estate six times between March 16th and April 27th, as reminders then an additional five contacts between May 14 to June 24th explaining that it would be sent to collections before it went to collections. It is now ready to move to Collections but has not been submitted yet. We would like your help. Since this client has not paid for the work provided and does not seem to understand that the amount should be settled through the estate but is dredging up an old complaint that the Revdex.com already reviewed and making accusations about our collection process that they could avoid by paying the bill. We believe that we have been generous with the family during the unwinding of the estate. The work was done a year ago. Even after some difficult accusations, we still allowed time to pass before we moved forward to a collections process to protect our interests. I am concerned that a new complaint on our record from this person is an attempt to discredit us when we have only tried to provide her with very reasonable accommodations to someone that is unreasonable in their expectations and because she does not accept any responsibility for it.Thank you for your kind assistance.
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.They are lying and refusing to even come to an amicable solution. Ask the guy who did the repairs if he caused the broken board. HE did, he even admitted it! we contacted you several times regarding it as well as put the picture of the property damage on the original [redacted] review. I just viewed it and it is still there so lying and saying you didn't cause that damage is not acceptable it is also a lie to say we did not notify you when the picture it on your [redacted] page from last year. You broke the board and put the wrong piece on a water leak! You are refusing to do the right thing and correct your mistake and fix the property damage. WE called you on several occasions you yelled and hung up did the same thing to my grandpa. The reason we have escalated to the Revdex.com now is you will not stop harassing our family and continue to send collection notices for work from last year when you have not even completed the work and caused damage!!!!! Where is your attempt to amicably resolve????].Regards,
[redacted]
J C Vinyl installed 10 windows and a patio door for us. They were fast ,professional and left the house clean and neat.They gave me a better grade of [redacted] window then ones I had installed 2 years before in another part of the house. The price was better and the workmanship was far superior. I will call them again. I felt very safe having them in my home.
I am sorry that there is still a misunderstanding and I can't imagine why though, Had you called anyone else to do the work they would have charged you for it. We do apologize for being late on Friday, so that is why we did not charge the extra costs incurred by sending someone out to you on overtime. I asked your granddaughter for an explanation as to what is unclear and unfortunately you or she is not letting go that there was a misunderstanding and the only discount was that the charge would not be the overtime charge. For example. Had you simply cancelled the appointment on Friday because we could not get to it would you not have paid to have the work performed another day or by another plumber or by us at a later date? That is what I am failing to understand with this complaint. The information presented to you was conveyed from me personally to your grand daughter on the telephone - if you were present, you weren't identified on the phone and it did not seem to be a speaker phone but if you were listening to the call, which there is not an issue with,( just your assertion that I made these statements to you personally) then you would have heard me state that we won't charge the overtime rate for the service call. Your expectation to have a no charge call, was not from me as I only offered to reduce the charges from the overtime rate to the regular rate. Further, we do not charge in advance of any services ever. It is not our policy. The plumber did not have the time slot set into his schedule because you worked with him directly. I provided a number of exhibits that supported our actions in the initial response including my email to the plumber explaining to charge you only the regular rate, just after I hung up the phone with your grand daughter. I included the invoice that we sent you days after the service and your grand daughters email back to me in mid July. So I know that you received the invoice soon after the service call. Please accept my apology and understand that since there was any misunderstanding as we aim to avoid them. So now that you are clear that there was a misunderstanding we are seeking payment as it is well past due despite our original invoice and explanation to you about this in July and the statement that we sent in September. We attempted to make amends for you though a flexible appointment time after hours. We continue to stand by our efforts on your behalf and believe that we operated in good faith as we have always intended to assist you. As far as taking advantage, we actually we feel taken advantage of by these tactics that appear to be deliberately hurtful and frivolous.
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.They are lying and refusing to even come to an amicable solution. Ask the guy who did the repairs if he caused the broken board. HE did, he even admitted it! we contacted you several times regarding it as well as put the picture of the property damage on the original [redacted] review. I just viewed it and it is still there so lying and saying you didn't cause that damage is not acceptable it is also a lie to say we did not notify you when the picture it on your [redacted] page from last year. You broke the board and put the wrong piece on a water leak! You are refusing to do the right thing and correct your mistake and fix the property damage. WE called you on several occasions you yelled and hung up did the same thing to my grandpa. The reason we have escalated to the Revdex.com now is you will not stop harassing our family and continue to send collection notices for work from last year when you have not even completed the work and caused damage!!!!! Where is your attempt to amicably resolve????].Regards,[redacted]
The client initially had our plumber come to clear her drain after using drain cleaner and it was not working.
The complaint refers to our advertising and our guarantee for drain service. The complaint also states that we were not available to her to answer questions. We believe that we should be paid for both service calls. The guarantee that the client referred to is when it is a result of our workmanship. We remain available to her to answer questions but prefer to talk to her directly instead of through email.
The guarantee did not apply in this case because the service we performed was complicated by the way the drain was configured not due to a deficiency from the service call by the plumber.
We believe the client is upset by the situation and her displeasure with the situation is misdirected towards us.
We believe that we were clear in our communications with the client. Our guarantee is posted on our website and clearly describes conditions that are not covered by our guarantee such as the issues that this client faced. The plumber followed a process that included identifying the issues for the client. When the client called back I recalled her job and explained that we do guarantee our work but if there is something wrong with the drain or something introduced into the drain then it would be a chargeable call. She was clear about the implications of the service call because she told me that this ruined her otherwise perfect day.
The complaint also states that we were unwilling to work with her requests for information. We received a call from the client asking us to mail her an invoice because she could not open an email we sent her.
We were then requested to respond to questions by email but the email string does not show any specific questions. We asked her to call us by return email. The Operations Manager reviewed the situation and made some accommodation to her reducing our bill and returned it in the mail. The client rejected it putting in big black marker“ Not accepted return to sender” on the outside of the envelope.
When we received it back it was not clear if she opened it or not so we put it back in the mail in a plain envelope.
We are still available to answer questions. Out intent in our interactions were only meant to be helpful and straightforward. If there was any other interoperation of our efforts we apologize.
Yesterday the client called us again and asked us to reply to her in email.
The Operations Manager stated that he was available to answer any questions she wanted but did not feel he had to respond to email when there are no questions in the email and because they were already talking on the phone.
We provided the client with good service. She told us that she liked the plumber after the first service call. The client asked our plumber to review a drain in her shower besides the issues with the sink. We regret that the client has a problem with this drain but it is not our doing and we were just trying to help with it. Our guarantee for our performance still stands and we would honor it should our work product be the issue. At this time we believe that we are owed the entire amount of the bill even though we offered a discount and will discuss any questions she has by phone as gestures of good will and good faith.
Dear Revdex.com Representative and Mr. [redacted],
We apologize to you for any continued misunderstandings.
We offered to have the overtime service fee waived to perform the work for the clients granddaughter who was upset that another emergency service call...
interfered with her scheduled appointment.
We advise our clients that we will call first before we come to every appointment so that they are not sitting at the house waiting for the plumber for no reason but we understand that someone may still be inconvenienced during a longer than expected delay. Our plumber did not call to state he was on the way that day because he was stuck on an emergency call that he could not abandon. Therefore, the client checked with the office but the plumber had not cleared on either occasion before the end of the day.
The call in questions was for a permanent repair. We had responded to an emergency service call for this client the night before that was paid in full. The call for the permanent repair was additional time and labor at our hourly rate. There was no exception by us or given to the client by anyone that that job was prepaid by the service call on Thursday. The on-call duty plumber on Thursday night as I had written up the service call in our system so he was able to prepare an invoice directly to the client. That is our preferred scenario.
On Friday, we set up the permanent repair with the Mr. [redacted]'s grand daughter. The plumber originally assigned on Friday was the same plumber from Thursday night but he ran into a delay a working on another service call that he could not abandon.
We hoped to honor the appointment but did not so when Mr. [redacted]'s granddaughter called. This was at approximately 4:30 on Friday night. We agreed to come either later that night or on Saturday at the regular service call rate to make the permanent repair. We did the work at this rate in good faith to accommodate her and because we wanted to help her. Attached you will find our note to [redacted] (the plumber who did the permanent repair) to advise him of our desire to accommodate this client in terms of timing. Mr. [redacted]'s grand daughter seemed pleased with this arrangement at the time.
Then, after the work was completed we sent the invoice by email just after the weekend. Although the Thursday night plumber provided an invoice, the on-call plumber on many occasions does not invoice and in this case the appointment was not scheduled by the office but by him and the grand daughter directly so he left it for the office to catch up. We emailed that invoice to the owners granddaughter who was our primary contact the following work week and by her response to our invoice we know that she received it just after it was sent to her. It was only at that time were we aware that she misunderstood our agreement to waive the overtime charges.
We attempted to explain and re-evaluate this with her as she received the benefit of the work performed and the discounted rate for after hours service and that was the offer we presented and that she agreed to on Friday night. We had preformed the work in good faith based on that agreement. Our hours are M-F 8 -4 with all other times overtime this was clarified to her directly and is also listed on our website for anyone to see.
We have no intention of taking advantage of anyone as we performed the work at the regular rate instead of our overtime rate to make amends form the delayed appointment and also attempted to revisit this with Mr. [redacted]'s grand daughter on the phone and by email in hopes to realize the value of the work and parts that was done on their behalf.
Because the explanation was made and the invoice was received we sent the client a statement and finance charge when after more than 30 days we were not paid. Of course, if there is no payment than the next steps will be collection so this is not a threat but is included in our cover letter with our statement, also provided.
We had hoped that in time the clients would now understand the value that was provided. By this communication and other disparaging remarks we feel that we are being unjustly vilified for responding in what we thought was a reasonable accommodation to our clients. We tried to respond in a professional manner to the client who apparently misunderstood but because the amount for the service has not been paid, we believe that we are still owed for the service call plus the finance charges at this time and that efforts to further disparage our company for offering a discount for services is completely unjustified. We hope that the attachments will further illuminate our sincere efforts to provide timely service and effective billing to our clients and assist you in your analysis.
Your attention to this matter is appreciated.
[redacted]
Dear Revdex.com Representative and Mr. [redacted],We apologize to you for any continued misunderstandings. We offered to have the overtime service fee waived to perform the work for the clients granddaughter who was upset that another emergency service call interfered with her scheduled...
appointment. We advise our clients that we will call first before we come to every appointment so that they are not sitting at the house waiting for the plumber for no reason but we understand that someone may still be inconvenienced during a longer than expected delay. Our plumber did not call to state he was on the way that day because he was stuck on an emergency call that he could not abandon. Therefore, the client checked with the office but the plumber had not cleared on either occasion before the end of the day.The call in questions was for a permanent repair. We had responded to an emergency service call for this client the night before that was paid in full. The call for the permanent repair was additional time and labor at our hourly rate. There was no exception by us or given to the client by anyone that that job was prepaid by the service call on Thursday. The on-call duty plumber on Thursday night as I had written up the service call in our system so he was able to prepare an invoice directly to the client. That is our preferred scenario.On Friday, we set up the permanent repair with the Mr. [redacted]'s grand daughter. The plumber originally assigned on Friday was the same plumber from Thursday night but he ran into a delay a working on another service call that he could not abandon.We hoped to honor the appointment but did not so when Mr. [redacted]'s granddaughter called. This was at approximately 4:30 on Friday night. We agreed to come either later that night or on Saturday at the regular service call rate to make the permanent repair. We did the work at this rate in good faith to accommodate her and because we wanted to help her. Attached you will find our note to [redacted] (the plumber who did the permanent repair) to advise him of our desire to accommodate this client in terms of timing. Mr. [redacted]'s grand daughter seemed pleased with this arrangement at the time. Then, after the work was completed we sent the invoice by email just after the weekend. Although the Thursday night plumber provided an invoice, the on-call plumber on many occasions does not invoice and in this case the appointment was not scheduled by the office but by him and the grand daughter directly so he left it for the office to catch up. We emailed that invoice to the owners granddaughter who was our primary contact the following work week and by her response to our invoice we know that she received it just after it was sent to her. It was only at that time were we aware that she misunderstood our agreement to waive the overtime charges. We attempted to explain and re-evaluate this with her as she received the benefit of the work performed and the discounted rate for after hours service and that was the offer we presented and that she agreed to on Friday night. We had preformed the work in good faith based on that agreement. Our hours are M-F 8 -4 with all other times overtime this was clarified to her directly and is also listed on our website for anyone to see. We have no intention of taking advantage of anyone as we performed the work at the regular rate instead of our overtime rate to make amends form the delayed appointment and also attempted to revisit this with Mr. [redacted]'s grand daughter on the phone and by email in hopes to realize the value of the work and parts that was done on their behalf. Because the explanation was made and the invoice was received we sent the client a statement and finance charge when after more than 30 days we were not paid. Of course, if there is no payment than the next steps will be collection so this is not a threat but is included in our cover letter with our statement, also provided. We had hoped that in time the clients would now understand the value that was provided. By this communication and other disparaging remarks we feel that we are being unjustly vilified for responding in what we thought was a reasonable accommodation to our clients. We tried to respond in a professional manner to the client who apparently misunderstood but because the amount for the service has not been paid, we believe that we are still owed for the service call plus the finance charges at this time and that efforts to further disparage our company for offering a discount for services is completely unjustified. We hope that the attachments will further illuminate our sincere efforts to provide timely service and effective billing to our clients and assist you in your analysis. Your attention to this matter is appreciated. [redacted]
We recently had vinyl siding installed by J.C. Vinyl Siding. Cory and crew were professional, pleasant, and performed a thorough clean up after completion of the project. We are very pleased with their work and would highly recommend J. C. Vinyl. They also replaced nine windows in our home in one day. Great job!
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.
Problem: My 92 yr old grandpa called Powers on a Thursday evening after hrs for emergency leak, both I and my bf were present for phone calls and all repairs. They arrive claiming cannot fix, but can only provide temporary solution and will be back following day (friday) for final repairs - however still present us with full bill of almost $300 paid on spot via check that was cashed. Friday comes, no call no show it is now 4pm- we call them and speak to [redacted] who advises us 1-2 more hrs. Guess who never showed up on Friday and didn't bother to call us once to even let us know? We call again, speaking to [redacted] who advises they will send someone the following day (Saturday) "at no charge" for the inconvenience of not calling and not showing. Saturday comes, they fix the leak, don't show us any paperwork, don't attempt to collect anything, don't ask us to sign anything and they leave. As soon as they leave we notice property damage at the immediate point of the repair, but don't say anything. Three weeks later they attempt to send us a bill in the mail for another almost $300 for Saturday repairs when we they didn't finish the repair from Thursday, we already paid them in full, they did not show up or call on Friday and then we were told "at no charge" not to mention there was no mention of a bill on Saturday, no paperwork no signature no nothing. We call and speak to [redacted] who is extremely rude, out of line and argumentative. She was less that amicably attempting to resolve the mistake and continued to argue with my 92 year old grandpa trying to take advantage of him making him pay two times. My grandpa has since passed away yet [redacted] and Powers continue to send billing so we called them to inform of his passing. Her reply, who is going to pay this bill not knowing that his granddaughter and her boyfriend were present and know the bill is already paid. We also informed of the property damage and turns out they didn't even use the right material to fix the leak.Desired Outcome: Balance to be 0, correct repairs made to the property for the damage caused and the galvanized steel piece to be replaced with correct part.
Regards,
[redacted]
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.Problem: My 92 yr old grandpa called Powers on a Thursday evening after hrs for emergency leak, both I and my bf were present for phone calls and all repairs. They arrive claiming cannot fix, but can only provide temporary solution and will be back following day (friday) for final repairs - however still present us with full bill of almost $300 paid on spot via check that was cashed. Friday comes, no call no show it is now 4pm- we call them and speak to [redacted] who advises us 1-2 more hrs. Guess who never showed up on Friday and didn't bother to call us once to even let us know? We call again, speaking to [redacted] who advises they will send someone the following day (Saturday) "at no charge" for the inconvenience of not calling and not showing. Saturday comes, they fix the leak, don't show us any paperwork, don't attempt to collect anything, don't ask us to sign anything and they leave. As soon as they leave we notice property damage at the immediate point of the repair, but don't say anything. Three weeks later they attempt to send us a bill in the mail for another almost $300 for Saturday repairs when we they didn't finish the repair from Thursday, we already paid them in full, they did not show up or call on Friday and then we were told "at no charge" not to mention there was no mention of a bill on Saturday, no paperwork no signature no nothing. We call and speak to [redacted] who is extremely rude, out of line and argumentative. She was less that amicably attempting to resolve the mistake and continued to argue with my 92 year old grandpa trying to take advantage of him making him pay two times. My grandpa has since passed away yet [redacted] and Powers continue to send billing so we called them to inform of his passing. Her reply, who is going to pay this bill not knowing that his granddaughter and her boyfriend were present and know the bill is already paid. We also informed of the property damage and turns out they didn't even use the right material to fix the leak.
Desired Outcome: Balance to be 0, correct repairs made to the property for the damage caused and the galvanized steel piece to be replaced with correct part.
Regards,[redacted]
Tell us why here..Dear Revdex.com rep-
I received this complaint from my office staff today. I am unable to open it and I am the owner of the company and wanted to respond in the message. I was told about it by my staff and wanted to read it myself but this is what I can ascertain at this point.
My staff told me that this is a repeat Revdex.com complaint - It is from the same lady who filed a prior complaint that the Revdex.com resolved last year in that our company provided a solution that would be acceptable in accommodating her. She is the granddaughter of our client
Historical:
In that complaint, the grand daughter called in for an appointment on behalf of her grandfather. We had worked for grand father before. In this instance she called to set up an appointment for a permanent repair to her sprinkler system. We were out on an emergency call earlier in the week and she now wanted us to come back to make the permanent repair. We do not charge for any of our service and repair work in advance.
The emergency call was paid in full but the permanent repair was set for a Friday afternoon and we had been involved in an earlier call that wou
ld not allow us to leave and therefore we were late for her appointment and missed the timing of the appointment. Our policy is to call when we are on the way but she was calling us as the plumber was still on the job and we had missed her scheduled appointment and she was very upset.
To attempt to make it right we agreed to send our after hours plumber to her house either that night or on Saturday to make the permanent repairs at the regular rate (no overtime for the overtime call). She apparently misunderstood and somehow thought that the work was to be done for free. The plumber did not bill her at the time and we did not have the job in our system because we did not know what time she wanted the plumber to come (Friday night or Saturday) so we caught up with it the following Monday and sent her the bill by email
We did not charge any overtime charges for the work. We sent out bills and then she presented us with her misunderstanding. We tried to explain it over and over again and she tried to explain it over and over again. She filed the first Revdex.com complaint. The Revdex.com in that case responded that we provided her with a reasonable accommodation and wrote this up as you will see if you review that record.
New Complaint:
I understand that this new complaint is also from this same person or same job but it pertains to our collection process or that we were attempting to take advantage of her grandfather. This new complaint alleges that we performed property damage. The plumber was there to make a repair to the sprinkler line and this was not the discussion of any prior call from the grand daughter before. I believe that it is a made up charge because it is coming to us a year later but if there was any damage we would like to get a better understanding of that complaint.
We received the Revdex.com response and then resent a statement for a number of months in a row. Then the grand daughter called us to tell us her grandfather had passed away and hung up the phone before we could get the executor information.
We did not have any conversations with the grandfather at any time afterwards during the bill payment process. He was present when the plumber was on the job making the repairs.
We did resend the bills to the grandfather’s estate at his home address as the work was done at his house per the granddaughters request - also based on the call that the grandfather had passed away.
The executor of the estate called me with the same issues that the grand daughter had and I tried to explain it to her also but it was the same process, I kept explaining that we did the work and she kept explaining how the work should be free.
Due to the age of the bill, we moved this from our office to be handled by the collection company. This is only after we had given lots of latitude for the bill payment. (The work was done July of last year )
The statement includes the amount invoiced and finance charges through March 2016 and we moved it to the collection company on March 16th. We sent statements from our office at least 90 days passed the time that we normally would to move this to a collections process.
The Collection Company has a reminder service first. It is an opportunity to pay the bill to us directly before it actually goes to collections. They attempted to contact the estate six times between March 16th and April 27th, as reminders then an additional five contacts between May 14 to June 24th explaining that it would be sent to collections before it went to collections. It is now ready to move to Collections but has not been submitted yet.
We would like your help.
Since this client has not paid for the work provided and does not seem to understand that the amount should be settled through the estate but is dredging up an old complaint that the Revdex.com already reviewed and making accusations about our collection process that they could avoid by paying the bill. We believe that we have been generous with the family during the unwinding of the estate. The work was done a year ago. Even after some difficult accusations, we still allowed time to pass before we moved forward to a collections process to protect our interests.
I am concerned that a new complaint on our record from this person is an attempt to discredit us when we have only tried to provide her with very reasonable accommodations to someone that is unreasonable in their expectations and because she does not accept any responsibility for it.
Thank you for your kind assistance.
Please see the closed complaint to the Revdex.com dated September 2015.The work was completed on a Saturday after the client was given the option of times to complete the repairs.We don't bill for work in advance of completing it.We acknowledge that we received payment for the emergency services performed earlier in the week but at that time we do not and would not bill for future work. The invoices show the work performed, the parts and labor are all listed separately. The open invoice is for the permanent repairs after we came out at the clients request to follow up and make those repairs. We have repeated ourselves over and over again. We don't yell at customers even when they are yelling at us, We have held the grandfather in high regard and offered them sufficient time to settle this matter. Further, we don't believe that there was any damage to the property that we caused The photograph shows a board damaged and a galvanized fitting. We used a galvanized fitting to make the repair. There is nothing wrong with the plumbing work and no complaint about our work - only now a year afterwards and cause for concern for the legitimacy of this complaint. Please review the Revdex.com response from the last time. This matter should have been closed and the bill for the second visit is long overdue at this time. Thank you
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.I am not at all satisfied with their reply and continue to feel taken advantage of! We called them for emergency service Thursday we paid for the emergency service because the worker said they are to collect at time of leaving even though worker was not able to finish the job or fix the issue permenantely so he needed to send for someone to follow up the next day we were given a specific time fram to be home that Friday and were told to restrain our dogs we waited nobody called nobody showed! My grand daughter called they said they were running late about another hour. Again didn't call didn't show we called again to find out they were not coming today. They offered us Saturday or Monday we did not want to wait until Monday seeing as how we already paid them Thursday and they hadn't finished the job. Upon selecting Saturday we were told no more charges; I was present, my granddaughter was present and my grandson was present all hearing no payment needed.
Saturday comes they finally fix the job we called them to fix Thursday and no type of collection or bill is presented and the worker leaves. Weeks go by and my granddaughter gets emailed a bill for Saturday service? For what we paid you Thursday you didn't finish the job you set up an appointment Friday didn't bother to call or show and if we allegedly owed you for Saturday why did you not present a bill at the time of service as done on Thursday which according to your worker is your policy! You are trying to take advantage of me and I am not having it. I am a 92 year old man who has used you several times each time being presented with a bill at the time of service. Never before had you not been able to fix the problem at the time of service never before have you not called and not shown and never before have you sent us a bill weeks later! I paid for the service Thursday you did not complete it you did not show up Friday you finally showed up Saturday and finished the job from Thursday on Saturday and did not mention a bill and left. We paid you in full Thursday and you did not finish the job until Saturday. We will not be paying you anything further and we will not be using you ever again! You take advantage of seniors and you should be ashamed of yourself!
Regards,
[redacted]
Please see the closed complaint to the Revdex.com dated September 2015.
The work was completed on a Saturday after the client was given the option of times to complete the repairs.
We don't bill for work in advance of completing it.
We acknowledge that we received payment for the emergency services performed earlier in the week but at that time we do not and would not bill for future work. The invoices show the work performed, the parts and labor are all listed separately.
The open invoice is for the permanent repairs after we came out at the clients request to follow up and make those repairs.
We have repeated ourselves over and over again. We don't yell at customers even when they are yelling at us, We have held the grandfather in high regard and offered them sufficient time to settle this matter.
Further, we don't believe that there was any damage to the property that we caused The photograph shows a board damaged and a galvanized fitting. We used a galvanized fitting to make the repair. There is nothing wrong with the plumbing work and no complaint about our work - only now a year afterwards and cause for concern for the legitimacy of this complaint.
Please review the Revdex.com response from the last time. This matter should have been closed and the bill for the second visit is long overdue at this time.
Thank you
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.
Regards,
[redacted]
Power's Plumbing guarantees their work to be free of defect. The first time their plumber came out, he snaked the drains with some improvement, but they started backing up again within one week. When the plumber came out a second time, he did a better job and the drains have been fine ever since. If the defect were in our plumbing( as the plumber alleges),his second job would have not fixed the problem. By definition, then, his first attempt to fix the drains was unsuccessful, the second one was not. We already paid for the first plumbing job, and have sent them a check for $66.51, to cover a drain-cleaning product we purchased, and some consulting time on another matter. If he had done the job right the first time, we would not be here. We continue to insist that this is nothing more than an attempt to charge us twice for the same job, and the provider used deception in failing to reveal he intended to charge for the second visit. We do not agree that we owe Power's Plumbing any more money. We consider our relationship with Power's Plumbing to be terminated.
Tell us why here..Dear Revdex.com rep-I received this complaint from my office staff today. I am unable to open it and I am the owner of the company and wanted to respond in the message. I was told about it by my staff and wanted to read it myself but this is what I can ascertain at this point.My staff told me that this is a repeat Revdex.com complaint - It is from the same lady who filed a prior complaint that the Revdex.com resolved last year in that our company provided a solution that would be acceptable in accommodating her. She is the granddaughter of our clientHistorical: In that complaint, the grand daughter called in for an appointment on behalf of her grandfather. We had worked for grand father before. In this instance she called to set up an appointment for a permanent repair to her sprinkler system. We were out on an emergency call earlier in the week and she now wanted us to come back to make the permanent repair. We do not charge for any of our service and repair work in advance. The emergency call was paid in full but the permanent repair was set for a Friday afternoon and we had been involved in an earlier call that would not allow us to leave and therefore we were late for her appointment and missed the timing of the appointment. Our policy is to call when we are on the way but she was calling us as the plumber was still on the job and we had missed her scheduled appointment and she was very upset. To attempt to make it right we agreed to send our after hours plumber to her house either that night or on Saturday to make the permanent repairs at the regular rate (no overtime for the overtime call). She apparently misunderstood and somehow thought that the work was to be done for free. The plumber did not bill her at the time and we did not have the job in our system because we did not know what time she wanted the plumber to come (Friday night or Saturday) so we caught up with it the following Monday and sent her the bill by email We did not charge any overtime charges for the work. We sent out bills and then she presented us with her misunderstanding. We tried to explain it over and over again and she tried to explain it over and over again. She filed the first Revdex.com complaint. The Revdex.com in that case responded that we provided her with a reasonable accommodation and wrote this up as you will see if you review that record. New Complaint: I understand that this new complaint is also from this same person or same job but it pertains to our collection process or that we were attempting to take advantage of her grandfather. This new complaint alleges that we performed property damage. The plumber was there to make a repair to the sprinkler line and this was not the discussion of any prior call from the grand daughter before. I believe that it is a made up charge because it is coming to us a year later but if there was any damage we would like to get a better understanding of that complaint.We received the Revdex.com response and then resent a statement for a number of months in a row. Then the grand daughter called us to tell us her grandfather had passed away and hung up the phone before we could get the executor information. We did not have any conversations with the grandfather at any time afterwards during the bill payment process. He was present when the plumber was on the job making the repairs.We did resend the bills to the grandfather’s estate at his home address as the work was done at his house per the granddaughters request - also based on the call that the grandfather had passed away. The executor of the estate called me with the same issues that the grand daughter had and I tried to explain it to her also but it was the same process, I kept explaining that we did the work and she kept explaining how the work should be free. Due to the age of the bill, we moved this from our office to be handled by the collection company. This is only after we had given lots of latitude for the bill payment. (The work was done July of last year )The statement includes the amount invoiced and finance charges through March 2016 and we moved it to the collection company on March 16th. We sent statements from our office at least 90 days passed the time that we normally would to move this to a collections process. The Collection Company has a reminder service first. It is an opportunity to pay the bill to us directly before it actually goes to collections. They attempted to contact the estate six times between March 16th and April 27th, as reminders then an additional five contacts between May 14 to June 24th explaining that it would be sent to collections before it went to collections. It is now ready to move to Collections but has not been submitted yet. We would like your help. Since this client has not paid for the work provided and does not seem to understand that the amount should be settled through the estate but is dredging up an old complaint that the Revdex.com already reviewed and making accusations about our collection process that they could avoid by paying the bill. We believe that we have been generous with the family during the unwinding of the estate. The work was done a year ago. Even after some difficult accusations, we still allowed time to pass before we moved forward to a collections process to protect our interests. I am concerned that a new complaint on our record from this person is an attempt to discredit us when we have only tried to provide her with very reasonable accommodations to someone that is unreasonable in their expectations and because she does not accept any responsibility for it.Thank you for your kind assistance.
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.They are lying and refusing to even come to an amicable solution. Ask the guy who did the repairs if he caused the broken board. HE did, he even admitted it! we contacted you several times regarding it as well as put the picture of the property damage on the original [redacted] review. I just viewed it and it is still there so lying and saying you didn't cause that damage is not acceptable it is also a lie to say we did not notify you when the picture it on your [redacted] page from last year. You broke the board and put the wrong piece on a water leak! You are refusing to do the right thing and correct your mistake and fix the property damage. WE called you on several occasions you yelled and hung up did the same thing to my grandpa. The reason we have escalated to the Revdex.com now is you will not stop harassing our family and continue to send collection notices for work from last year when you have not even completed the work and caused damage!!!!! Where is your attempt to amicably resolve????].Regards,
[redacted]
J C Vinyl installed 10 windows and a patio door for us. They were fast ,professional and left the house clean and neat.They gave me a better grade of [redacted] window then ones I had installed 2 years before in another part of the house. The price was better and the workmanship was far superior. I will call them again. I felt very safe having them in my home.
I am sorry that there is still a misunderstanding and I can't imagine why though, Had you called anyone else to do the work they would have charged you for it. We do apologize for being late on Friday, so that is why we did not charge the extra costs incurred by sending someone out to you on overtime. I asked your granddaughter for an explanation as to what is unclear and unfortunately you or she is not letting go that there was a misunderstanding and the only discount was that the charge would not be the overtime charge. For example. Had you simply cancelled the appointment on Friday because we could not get to it would you not have paid to have the work performed another day or by another plumber or by us at a later date? That is what I am failing to understand with this complaint. The information presented to you was conveyed from me personally to your grand daughter on the telephone - if you were present, you weren't identified on the phone and it did not seem to be a speaker phone but if you were listening to the call, which there is not an issue with,( just your assertion that I made these statements to you personally) then you would have heard me state that we won't charge the overtime rate for the service call. Your expectation to have a no charge call, was not from me as I only offered to reduce the charges from the overtime rate to the regular rate. Further, we do not charge in advance of any services ever. It is not our policy. The plumber did not have the time slot set into his schedule because you worked with him directly. I provided a number of exhibits that supported our actions in the initial response including my email to the plumber explaining to charge you only the regular rate, just after I hung up the phone with your grand daughter. I included the invoice that we sent you days after the service and your grand daughters email back to me in mid July. So I know that you received the invoice soon after the service call. Please accept my apology and understand that since there was any misunderstanding as we aim to avoid them. So now that you are clear that there was a misunderstanding we are seeking payment as it is well past due despite our original invoice and explanation to you about this in July and the statement that we sent in September. We attempted to make amends for you though a flexible appointment time after hours. We continue to stand by our efforts on your behalf and believe that we operated in good faith as we have always intended to assist you. As far as taking advantage, we actually we feel taken advantage of by these tactics that appear to be deliberately hurtful and frivolous.
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.They are lying and refusing to even come to an amicable solution. Ask the guy who did the repairs if he caused the broken board. HE did, he even admitted it! we contacted you several times regarding it as well as put the picture of the property damage on the original [redacted] review. I just viewed it and it is still there so lying and saying you didn't cause that damage is not acceptable it is also a lie to say we did not notify you when the picture it on your [redacted] page from last year. You broke the board and put the wrong piece on a water leak! You are refusing to do the right thing and correct your mistake and fix the property damage. WE called you on several occasions you yelled and hung up did the same thing to my grandpa. The reason we have escalated to the Revdex.com now is you will not stop harassing our family and continue to send collection notices for work from last year when you have not even completed the work and caused damage!!!!! Where is your attempt to amicably resolve????].Regards,[redacted]
The client initially had our plumber come to clear her drain after using drain cleaner and it was not working.
The complaint refers to our advertising and our guarantee for drain service. The complaint also states that we were not available to her to answer questions. We believe that we should be paid for both service calls. The guarantee that the client referred to is when it is a result of our workmanship. We remain available to her to answer questions but prefer to talk to her directly instead of through email.
The guarantee did not apply in this case because the service we performed was complicated by the way the drain was configured not due to a deficiency from the service call by the plumber.
We believe the client is upset by the situation and her displeasure with the situation is misdirected towards us.
We believe that we were clear in our communications with the client. Our guarantee is posted on our website and clearly describes conditions that are not covered by our guarantee such as the issues that this client faced. The plumber followed a process that included identifying the issues for the client. When the client called back I recalled her job and explained that we do guarantee our work but if there is something wrong with the drain or something introduced into the drain then it would be a chargeable call. She was clear about the implications of the service call because she told me that this ruined her otherwise perfect day.
The complaint also states that we were unwilling to work with her requests for information. We received a call from the client asking us to mail her an invoice because she could not open an email we sent her.
We were then requested to respond to questions by email but the email string does not show any specific questions. We asked her to call us by return email. The Operations Manager reviewed the situation and made some accommodation to her reducing our bill and returned it in the mail. The client rejected it putting in big black marker“ Not accepted return to sender” on the outside of the envelope.
When we received it back it was not clear if she opened it or not so we put it back in the mail in a plain envelope.
We are still available to answer questions. Out intent in our interactions were only meant to be helpful and straightforward. If there was any other interoperation of our efforts we apologize.
Yesterday the client called us again and asked us to reply to her in email.
The Operations Manager stated that he was available to answer any questions she wanted but did not feel he had to respond to email when there are no questions in the email and because they were already talking on the phone.
We provided the client with good service. She told us that she liked the plumber after the first service call. The client asked our plumber to review a drain in her shower besides the issues with the sink. We regret that the client has a problem with this drain but it is not our doing and we were just trying to help with it. Our guarantee for our performance still stands and we would honor it should our work product be the issue. At this time we believe that we are owed the entire amount of the bill even though we offered a discount and will discuss any questions she has by phone as gestures of good will and good faith.
Dear Revdex.com Representative and Mr. [redacted],
We apologize to you for any continued misunderstandings.
We offered to have the overtime service fee waived to perform the work for the clients granddaughter who was upset that another emergency service call...
interfered with her scheduled appointment.
We advise our clients that we will call first before we come to every appointment so that they are not sitting at the house waiting for the plumber for no reason but we understand that someone may still be inconvenienced during a longer than expected delay. Our plumber did not call to state he was on the way that day because he was stuck on an emergency call that he could not abandon. Therefore, the client checked with the office but the plumber had not cleared on either occasion before the end of the day.
The call in questions was for a permanent repair. We had responded to an emergency service call for this client the night before that was paid in full. The call for the permanent repair was additional time and labor at our hourly rate. There was no exception by us or given to the client by anyone that that job was prepaid by the service call on Thursday. The on-call duty plumber on Thursday night as I had written up the service call in our system so he was able to prepare an invoice directly to the client. That is our preferred scenario.
On Friday, we set up the permanent repair with the Mr. [redacted]'s grand daughter. The plumber originally assigned on Friday was the same plumber from Thursday night but he ran into a delay a working on another service call that he could not abandon.
We hoped to honor the appointment but did not so when Mr. [redacted]'s granddaughter called. This was at approximately 4:30 on Friday night. We agreed to come either later that night or on Saturday at the regular service call rate to make the permanent repair. We did the work at this rate in good faith to accommodate her and because we wanted to help her. Attached you will find our note to [redacted] (the plumber who did the permanent repair) to advise him of our desire to accommodate this client in terms of timing. Mr. [redacted]'s grand daughter seemed pleased with this arrangement at the time.
Then, after the work was completed we sent the invoice by email just after the weekend. Although the Thursday night plumber provided an invoice, the on-call plumber on many occasions does not invoice and in this case the appointment was not scheduled by the office but by him and the grand daughter directly so he left it for the office to catch up. We emailed that invoice to the owners granddaughter who was our primary contact the following work week and by her response to our invoice we know that she received it just after it was sent to her. It was only at that time were we aware that she misunderstood our agreement to waive the overtime charges.
We attempted to explain and re-evaluate this with her as she received the benefit of the work performed and the discounted rate for after hours service and that was the offer we presented and that she agreed to on Friday night. We had preformed the work in good faith based on that agreement. Our hours are M-F 8 -4 with all other times overtime this was clarified to her directly and is also listed on our website for anyone to see.
We have no intention of taking advantage of anyone as we performed the work at the regular rate instead of our overtime rate to make amends form the delayed appointment and also attempted to revisit this with Mr. [redacted]'s grand daughter on the phone and by email in hopes to realize the value of the work and parts that was done on their behalf.
Because the explanation was made and the invoice was received we sent the client a statement and finance charge when after more than 30 days we were not paid. Of course, if there is no payment than the next steps will be collection so this is not a threat but is included in our cover letter with our statement, also provided.
We had hoped that in time the clients would now understand the value that was provided. By this communication and other disparaging remarks we feel that we are being unjustly vilified for responding in what we thought was a reasonable accommodation to our clients. We tried to respond in a professional manner to the client who apparently misunderstood but because the amount for the service has not been paid, we believe that we are still owed for the service call plus the finance charges at this time and that efforts to further disparage our company for offering a discount for services is completely unjustified. We hope that the attachments will further illuminate our sincere efforts to provide timely service and effective billing to our clients and assist you in your analysis.
Your attention to this matter is appreciated.
[redacted]
Dear Revdex.com Representative and Mr. [redacted],We apologize to you for any continued misunderstandings. We offered to have the overtime service fee waived to perform the work for the clients granddaughter who was upset that another emergency service call interfered with her scheduled...
appointment. We advise our clients that we will call first before we come to every appointment so that they are not sitting at the house waiting for the plumber for no reason but we understand that someone may still be inconvenienced during a longer than expected delay. Our plumber did not call to state he was on the way that day because he was stuck on an emergency call that he could not abandon. Therefore, the client checked with the office but the plumber had not cleared on either occasion before the end of the day.The call in questions was for a permanent repair. We had responded to an emergency service call for this client the night before that was paid in full. The call for the permanent repair was additional time and labor at our hourly rate. There was no exception by us or given to the client by anyone that that job was prepaid by the service call on Thursday. The on-call duty plumber on Thursday night as I had written up the service call in our system so he was able to prepare an invoice directly to the client. That is our preferred scenario.On Friday, we set up the permanent repair with the Mr. [redacted]'s grand daughter. The plumber originally assigned on Friday was the same plumber from Thursday night but he ran into a delay a working on another service call that he could not abandon.We hoped to honor the appointment but did not so when Mr. [redacted]'s granddaughter called. This was at approximately 4:30 on Friday night. We agreed to come either later that night or on Saturday at the regular service call rate to make the permanent repair. We did the work at this rate in good faith to accommodate her and because we wanted to help her. Attached you will find our note to [redacted] (the plumber who did the permanent repair) to advise him of our desire to accommodate this client in terms of timing. Mr. [redacted]'s grand daughter seemed pleased with this arrangement at the time. Then, after the work was completed we sent the invoice by email just after the weekend. Although the Thursday night plumber provided an invoice, the on-call plumber on many occasions does not invoice and in this case the appointment was not scheduled by the office but by him and the grand daughter directly so he left it for the office to catch up. We emailed that invoice to the owners granddaughter who was our primary contact the following work week and by her response to our invoice we know that she received it just after it was sent to her. It was only at that time were we aware that she misunderstood our agreement to waive the overtime charges. We attempted to explain and re-evaluate this with her as she received the benefit of the work performed and the discounted rate for after hours service and that was the offer we presented and that she agreed to on Friday night. We had preformed the work in good faith based on that agreement. Our hours are M-F 8 -4 with all other times overtime this was clarified to her directly and is also listed on our website for anyone to see. We have no intention of taking advantage of anyone as we performed the work at the regular rate instead of our overtime rate to make amends form the delayed appointment and also attempted to revisit this with Mr. [redacted]'s grand daughter on the phone and by email in hopes to realize the value of the work and parts that was done on their behalf. Because the explanation was made and the invoice was received we sent the client a statement and finance charge when after more than 30 days we were not paid. Of course, if there is no payment than the next steps will be collection so this is not a threat but is included in our cover letter with our statement, also provided. We had hoped that in time the clients would now understand the value that was provided. By this communication and other disparaging remarks we feel that we are being unjustly vilified for responding in what we thought was a reasonable accommodation to our clients. We tried to respond in a professional manner to the client who apparently misunderstood but because the amount for the service has not been paid, we believe that we are still owed for the service call plus the finance charges at this time and that efforts to further disparage our company for offering a discount for services is completely unjustified. We hope that the attachments will further illuminate our sincere efforts to provide timely service and effective billing to our clients and assist you in your analysis. Your attention to this matter is appreciated. [redacted]
We recently had vinyl siding installed by J.C. Vinyl Siding. Cory and crew were professional, pleasant, and performed a thorough clean up after completion of the project. We are very pleased with their work and would highly recommend J. C. Vinyl. They also replaced nine windows in our home in one day. Great job!
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.
Problem: My 92 yr old grandpa called Powers on a Thursday evening after hrs for emergency leak, both I and my bf were present for phone calls and all repairs. They arrive claiming cannot fix, but can only provide temporary solution and will be back following day (friday) for final repairs - however still present us with full bill of almost $300 paid on spot via check that was cashed. Friday comes, no call no show it is now 4pm- we call them and speak to [redacted] who advises us 1-2 more hrs. Guess who never showed up on Friday and didn't bother to call us once to even let us know? We call again, speaking to [redacted] who advises they will send someone the following day (Saturday) "at no charge" for the inconvenience of not calling and not showing. Saturday comes, they fix the leak, don't show us any paperwork, don't attempt to collect anything, don't ask us to sign anything and they leave. As soon as they leave we notice property damage at the immediate point of the repair, but don't say anything. Three weeks later they attempt to send us a bill in the mail for another almost $300 for Saturday repairs when we they didn't finish the repair from Thursday, we already paid them in full, they did not show up or call on Friday and then we were told "at no charge" not to mention there was no mention of a bill on Saturday, no paperwork no signature no nothing. We call and speak to [redacted] who is extremely rude, out of line and argumentative. She was less that amicably attempting to resolve the mistake and continued to argue with my 92 year old grandpa trying to take advantage of him making him pay two times. My grandpa has since passed away yet [redacted] and Powers continue to send billing so we called them to inform of his passing. Her reply, who is going to pay this bill not knowing that his granddaughter and her boyfriend were present and know the bill is already paid. We also informed of the property damage and turns out they didn't even use the right material to fix the leak.Desired Outcome: Balance to be 0, correct repairs made to the property for the damage caused and the galvanized steel piece to be replaced with correct part.
Regards,
[redacted]
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.Problem: My 92 yr old grandpa called Powers on a Thursday evening after hrs for emergency leak, both I and my bf were present for phone calls and all repairs. They arrive claiming cannot fix, but can only provide temporary solution and will be back following day (friday) for final repairs - however still present us with full bill of almost $300 paid on spot via check that was cashed. Friday comes, no call no show it is now 4pm- we call them and speak to [redacted] who advises us 1-2 more hrs. Guess who never showed up on Friday and didn't bother to call us once to even let us know? We call again, speaking to [redacted] who advises they will send someone the following day (Saturday) "at no charge" for the inconvenience of not calling and not showing. Saturday comes, they fix the leak, don't show us any paperwork, don't attempt to collect anything, don't ask us to sign anything and they leave. As soon as they leave we notice property damage at the immediate point of the repair, but don't say anything. Three weeks later they attempt to send us a bill in the mail for another almost $300 for Saturday repairs when we they didn't finish the repair from Thursday, we already paid them in full, they did not show up or call on Friday and then we were told "at no charge" not to mention there was no mention of a bill on Saturday, no paperwork no signature no nothing. We call and speak to [redacted] who is extremely rude, out of line and argumentative. She was less that amicably attempting to resolve the mistake and continued to argue with my 92 year old grandpa trying to take advantage of him making him pay two times. My grandpa has since passed away yet [redacted] and Powers continue to send billing so we called them to inform of his passing. Her reply, who is going to pay this bill not knowing that his granddaughter and her boyfriend were present and know the bill is already paid. We also informed of the property damage and turns out they didn't even use the right material to fix the leak.
Desired Outcome: Balance to be 0, correct repairs made to the property for the damage caused and the galvanized steel piece to be replaced with correct part.
Regards,[redacted]