Lockhart Airport Limousine

RE: *** *** *** *** *** *** ** *** Dear Ms *** ***, In reference to the complaint made by Mr***: Total Plumbing, Incwas contacted by home warranty company *** *** *** on April 18th, to service *** ***'s home
at *** *** *** *** ** *** for a leaking garbage disposalThe customer was contacted on April 18th, and an appointment was set for April 181h, 2016, between the hours of Barn - 12pm, with Ben M*** as the Plumbing Technician. In researching this complaint, our invoice# *** for AH S's work order# *** was found with the following information: Ben diagnosed the leaking garbage disposal, contacted *** *** *** for authorization, and received a denialHis notes state that the garbage disposal was leaking and there was "a crack down [the] side - pre-existing condition. Rust & black buicould not have happened in three weeks' timeClaim denied." We do not have access to the contracts between the home warranty company and the customer, so we have no way of pre-determining what is pre-existing prior to the contract periodAs the dispatch originally sent to us stated, Mr*** does have a new contract, with an effective date of March 23'd, Most home warranty companies deny claims within the first days of the contract, and if this is the case, it would explain the denial. We are merely the eyes and ears of the home warranty company and they make the determination as to what is covered and not coveredThe diagnosis, as hasty as it may have been , was our technician's professional opinion, and as he is the only one who has seen it, we have no way of knowing if his diagnosis is actually correct. As Mr*** stated in his complaint, he did not pay the $service fee at the time of serviceThis deductible is required and set by the home warranty company, and we are unable to waive this fee on their behalfBecause it was not collected, Mr*** does not owe Total Plumbing the deductible, but now owes this to *** *** ***He can contact *** *** *** about waiving this service fee, as the waiving of said fee would be under their discretion. Furthermore, the service fee is not a payment for services rendered but rather a co-payment that is collected for the home warranty company, similar to a deductible collected by your doctor's office prior to seeing the doctorThese fees are predetermined by the home warranty company and not related to the services renderedNormally, a home warranty customer is entitled to a second opinion from another technician or company at no further costMr*** may make this request to the home warranty company directly or through us . Had we known Mr***'s concerns before receiving this complaint, we would have offered to send our senior technician out for a second opinion right awayWe are still willing to do so, and would be more than happy to send him , if the customer would likeWe cannot guarantee a different diagnosis, but we can at least see if our senior technician agrees with Ben 's diagnosis. We are truly sorry that Mr*** was unhappy with his service experienceWe will use this as a learning opportunity to further educate our technicians on customers' expectations. Thank you for your time and assistance in this matter. Respectfully submitted, Philip GA*** President, Total Plumbing, Inc

RE: [redacted] 
[redacted] Dear Ms [redacted], In reference to the complaint made by Mr. [redacted]: Total Plumbing, Inc. was contacted by home warranty company [redacted] on 11 /25/2015 to service [redacted] or [redacted]...

[redacted] at their address of [redacted]., [redacted] for both the upstairs and downstairs~ hall toilets not draining. The customer was contacted on 11 /25/2015 and an appointment was set for 12/30/2015, between the hours of 8am - 12pm, with Scott B[redacted] as their Plumbing Technician. In researching this complaint, our Invoice #[redacted] for AHS's work order#[redacted] was found with the following information: Scott serviced both the upstairs and downstairs hall bathroom toilets and found that both toilets were working fine at that time with a good flush. This invoice/work order was signed that the work was satisfactory by Mrs. [redacted] on the date of the service. No objections were noted by the homi3owner at that time and the service technician, Scott, stated he showed Mrs. [redacted] that the toilets were flushing fine at that time. Mrs. [redacted] gave Scott a check for the AHS deductible of $75.00 at the time of service. Mr. [redacted] contacted our office staff on 11/30/2015 (and again later on 12/14/2015), and spoke with our Office Manager, [redacted] P[redacted] concerning the payment of the $75.00 AHS deductible. Mr. [redacted] was quite upset that we collected the deductible and did not snake the drain lines of his bathrooms. [redacted] tried to calm him and explained that we do not set the deductible of the home warranty company, but merely collect it for them, as required by Virginia Law. She explained that this was similar to a deductible paid at the doctor's office, where you pay your deductible, then see the dl)ctor for their expertise, as Mrs. [redacted] had done for our Plumbing Technician's knowledge, then received his diagnosis of the situation as you would with your doctor. You wouldn't refuse to pay your deductible at your doctor's office because you were unhappy that your symptoms weren'tvisible for your doctor at the time of your appointment, and the same is true for your plumber. He asked for a refund of his deductible and was told that we do not set the deductible_ It is dictated to us by his home warranty company. AHS, and we must collect it at the time of service. She apologized that he was not hapJy and he ended the conversation stating he would cancel his check. On 12/14/2015, the second phone call, he was again given the same information, that we do not set the deductible and do not have the authority to waive or refund this amount. This is set by the contract he signed with the home warrant ~ company and is out lined in his contract. [redacted] apologized that we couldn't help him more. but that he could contact AHS directly for further help in resolving this issue. Mr. [redacted] then stopped payment on his wife's check# [redacted] for $75.00. We have since reported to AHS our findings of the stopped payment ·Jn the check. AHS did not authorize for us to return to the property, since there was nothing wrong at the time of the service, and their policy is "if it ain't broke ... don't fix if'. If they have further problems, they can contact AHS again and a technician will be dispatched as before. AHS will also be billing Mr. [redacted] directly for the $75 deductible and any bank charges as necessary. As to the treatment Mr. [redacted] states he and his wife re 1)eived by our staff, we can only say that they were spoken to with courtesy and respect, as are all customers. Unfortunately, Mr. [redacted] was not happy with the result of the diagnosis and therefore, not happy with our company. For this we apologize and hope he will use us again to find that we value him as a customer and only wish him the best. Thank you for your time and assistance in this matter. Philip G. A[redacted] President, Total Plumbing, Inc.

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Total Plumbing, Inc regarding complaint ID...

[redacted]
Regards,
[redacted]

Revdex.com:
I have reviewed the email from the president of total plumbing inc.  For the record, we did contact his company right away to let them know that we had concerns about the service received.  The dispatcher for his firm shared our concerns about the hasty dismissal of the claim, but there was no offer to send out a senior technician as the original technician eventually came back and said the claim was denied and that was final.  Upon going back through the home warranty company, a second opinion was given by a different firm which found the claim to be valid and replaced the garbage disposal promptly and correctly.  So the issue was eventually resolved but not by Total Plumbing Inc.Thank you,
[redacted]