">In response to the letter submitted by one of our previous customer, would like to explain in further detail, some of the issues at handAs with any other company, some of our employees are more experienced than othersWe send out service technicians according to availability, depending on the task at handConsidering the customer called in and stated there was only a clog in the drain, we decided this tech would be able to handle the job
As we do offer hour technician services, our office is only open 9:am -- 5:pmMonday through Friday, with the exception of major holidaysWe do however, have an answering service which rings directly to one of the two business owners cell phonesThe male business owner who answered on that morning, does not handle customer information, billing, etc.; that is for the office personnel and is why he stated the call would be returned later
On the 2.5th of August, we sent our tech out to the customer's locationHe ran our small machine on their lot Our original cost for running our rooter is $When our tech arrived at the residence there was a person present and said person signed the work order stating that the work had been completed, price was fine, and everything was working properlyUtter we received a call and we offered a $discount, for a mess, which the customer stated was left behindAs I apologized on the phone, I would like to offer my sincerest apologies again, in accordance to the mud tracked inl can also assure you, as we do all of our customers, when our techs leave everything is either working properly or the office has been notified of otherwise, so we can in turn converse with the customers about any additional issues
The office personal was
Office 765-448-1443 Fax 765-807-5841 [email protected]
under the perception that all was working properly, if this was nut the case, we should have been contacted immediately to ensure that the issue was in fact, taken care properly at no additional cost
It is to my knowledge, that the customer did request a full refund, however this is not our company policyWe have a day service guarantee, where if within days, the same exact issue occurs, we will take care of the issue free of chargeShe was issued a discount, as stated above, do to the fact there was a possible mess left behindWe will not be issuing a refund, do to the fact that there was previously a discount issued
and she did not call us back to fix the issue, I f it was not correctly done at the time our tech was dispatched
Best Regards,
*** ***
Written February 12, 2016 by [redacted] to Ike’s Plumbing regarding services rendered:
On December 30, 2016, I had your company install a new toilet in my guest bathroom. At that time the plumber found it necessary to go under the house to put in some kind of brace. When he emerged he informed me that I had eight inches of standing water under the house in the crawl space. I asked him what needed to be done to solve the problem. He informed me that I needed a sump pump and that Ike’s would install it and a draining pipe. I paid half the cost which was $650 dollars. I might add that the toilet that was installed was white, not beige like I had ordered. Since the work was completed before I saw that it was the wrong color, I accepted the job as being complete. I guess I should have demanded it be corrected.
On January 11, 2016, your company returned to complete the installment of the sump pump. I paid the remaining $650.
On January 28, 2016, I had scheduled [redacted] to come to my home to do some adjustments in the supports that they had installed the previous summer. When the gentlemen came to the door to tell me the job was completed, he asked me if I knew I had water in my crawl space. I told him I should not have water standing because I had had your company install a sump pump. He went back into the crawl space and checked the sump pump. He told me that if had not been installed deeply enough, the trench around it was not big enough, and that the drain tube was not placed correctly. He gave me an estimate to have it done correctly, but in order to guarantee the work wanted to install his own sump pump.
I immediately contacted the owner of Ike’s. I explained the situation. He told me that he needed to check the paper work and that he would get back with me. He did not. I called two other times and was told the same thing. On Friday, January 29,. 2016, the owner told me he had not had a chance to check anything, but he would do so and call me the following Monday, February 1, 2016. Again, he did not. I called on Friday, February 5, 2016 and spoke to the business manager. I explained what had been happening. I told her I would be satisfied if Ike’s would remove the sump pump and refund the money I spent for it, but I would pay the installation charges. She said that the owner had checked the pump and that it had been installed properly, but that she would talk to him and get back with me. Apparently he had come to my home and checked without notifying me that he would be entering my property. Again, no one called.
I called the owner of Ike’s on Friday, February 12, 2016 to discuss this issue. He told me they would come back and reinstall the pump. (If it was installed correctly as he had stated, why would he reinstall it?) I informed him that I did not have confidence in his company and just wanted the money back for the sump pump. He basically told me to “have a nice day” and hung up on me.
I think that Ike’s has been very dishonest, rude, and highly unprofessional. I am currently considering my options…Revdex.com, small claims court, posting this letter on-line.
Thank you for taking the time to read this.
Response to my letter from Debra [redacted], business manager of Ike’s Plumbing written on February 12, 2016:
I did speak to you on February 5th and I explained that since the pump was working properl , there was no reason for a refund. The owner was out there on Feb.1st as asked, at 10 am to check the pump. All was working correctly and there was no water in the crawl space at that time.
After that date you informed me that you wanted to do something totally different with [redacted] & wanted us to remove our pump. We guarantee the pump to work efficiently for 12 months & since the pump is working properly there is no reason to remove it or replace it.
You signed off on the work order that everything was working properly and paid us for the work. Now that you have changed your mind on what you want done, then that is your choice but does not entitle you to a refund.
If something was indeed wrong with the pump then a replacement pump would be issued at no charge from the manufacturer.
[redacted] is a crawlspace/basement company. To my knowledge they are not IOWPA certified nor are they a licensed plumber, so they are not specialists in the Sewer or Plumbing industry. Ike's Sewer Service has been in business since 1947 and we are IOWPA certified in sewer work and a licensed plumber with years of experience in both industries.
As far as the toilet nothing was said to our tech or the office about wanting a Beige toilet. We always install a standard white or handicap white toilet. Anything else is a special order & we ask the customer to purchase the special order item for us to install.
I am truly sorry that you are having buyer's remorse but all our work was done professionally and correctly. We stand behind our work.
Any further contact should be directed to our company attorneys Vonderheid & Knecht.
My response to Debra [redacted] at Ike’s Plumbing written on February 12, 2016:
1. If you were the person I spoke to on the 5th, you told me you would speak to the owner about refunding the money for the pump. I never heard back from you.
2. The owner was not invited here. He told me he was going to check the paperwork but said nothing about coming to my home.
3. When [redacted] came on the 28th there was water in the crawlspace. Apparently when the owner stopped by February 1, it had had time to soak into the ground.
4. I informed the person that I spoke to on the 5th that I had been told that more than a sump pump was necessary to solve the water problem so that I was going to have the situation corrected. I don’t want to pay more, but I don’t want water to continue to seep under my home and create larger problems (mold, rotting structures).
5. When I signed the document stating that work had been completed, I had no way of knowing if the sump pump worked only that it had been installed. I have not heard it run since it has been installed.
6. I have dealt with [redacted] several times. They are A+ service according to the Revdex.com unlike your company.
7. When I called to make an appointment to get the toilet installed, a girl asked me what color I wanted. I told her beige….not white. She said nothing about me ordering it. I discussed the fact that the toilet was the wrong color with the plumbers that installed it. If they say otherwise, they too, are not being honest.
8. I am not having buyer’s remorse. I am remorseful that I have had business dealings with your company which has been highly unprofessional and uncooperative.
">In response to the letter submitted by one of our previous customer, would like to explain in further detail, some of the issues at handAs with any other company, some of our employees are more experienced than othersWe send out service technicians according to availability, depending on the task at handConsidering the customer called in and stated there was only a clog in the drain, we decided this tech would be able to handle the job
As we do offer hour technician services, our office is only open 9:am -- 5:pmMonday through Friday, with the exception of major holidaysWe do however, have an answering service which rings directly to one of the two business owners cell phonesThe male business owner who answered on that morning, does not handle customer information, billing, etc.; that is for the office personnel and is why he stated the call would be returned later
On the 2.5th of August, we sent our tech out to the customer's locationHe ran our small machine on their lot Our original cost for running our rooter is $When our tech arrived at the residence there was a person present and said person signed the work order stating that the work had been completed, price was fine, and everything was working properlyUtter we received a call and we offered a $discount, for a mess, which the customer stated was left behindAs I apologized on the phone, I would like to offer my sincerest apologies again, in accordance to the mud tracked inl can also assure you, as we do all of our customers, when our techs leave everything is either working properly or the office has been notified of otherwise, so we can in turn converse with the customers about any additional issues
The office personal was
Office 765-448-1443 Fax 765-807-5841 [email protected]
under the perception that all was working properly, if this was nut the case, we should have been contacted immediately to ensure that the issue was in fact, taken care properly at no additional cost
It is to my knowledge, that the customer did request a full refund, however this is not our company policyWe have a day service guarantee, where if within days, the same exact issue occurs, we will take care of the issue free of chargeShe was issued a discount, as stated above, do to the fact there was a possible mess left behindWe will not be issuing a refund, do to the fact that there was previously a discount issued
and she did not call us back to fix the issue, I f it was not correctly done at the time our tech was dispatched
Best Regards,
*** ***
The desired outcome is a refund
Written February 12, 2016 by [redacted] to Ike’s Plumbing regarding services rendered:
On December 30, 2016, I had your company install a new toilet in my guest bathroom. At that time the plumber found it necessary to go under the house to put in some kind of brace. When he emerged he informed me that I had eight inches of standing water under the house in the crawl space. I asked him what needed to be done to solve the problem. He informed me that I needed a sump pump and that Ike’s would install it and a draining pipe. I paid half the cost which was $650 dollars. I might add that the toilet that was installed was white, not beige like I had ordered. Since the work was completed before I saw that it was the wrong color, I accepted the job as being complete. I guess I should have demanded it be corrected.
On January 11, 2016, your company returned to complete the installment of the sump pump. I paid the remaining $650.
On January 28, 2016, I had scheduled [redacted] to come to my home to do some adjustments in the supports that they had installed the previous summer. When the gentlemen came to the door to tell me the job was completed, he asked me if I knew I had water in my crawl space. I told him I should not have water standing because I had had your company install a sump pump. He went back into the crawl space and checked the sump pump. He told me that if had not been installed deeply enough, the trench around it was not big enough, and that the drain tube was not placed correctly. He gave me an estimate to have it done correctly, but in order to guarantee the work wanted to install his own sump pump.
I immediately contacted the owner of Ike’s. I explained the situation. He told me that he needed to check the paper work and that he would get back with me. He did not. I called two other times and was told the same thing. On Friday, January 29,. 2016, the owner told me he had not had a chance to check anything, but he would do so and call me the following Monday, February 1, 2016. Again, he did not. I called on Friday, February 5, 2016 and spoke to the business manager. I explained what had been happening. I told her I would be satisfied if Ike’s would remove the sump pump and refund the money I spent for it, but I would pay the installation charges. She said that the owner had checked the pump and that it had been installed properly, but that she would talk to him and get back with me. Apparently he had come to my home and checked without notifying me that he would be entering my property. Again, no one called.
I called the owner of Ike’s on Friday, February 12, 2016 to discuss this issue. He told me they would come back and reinstall the pump. (If it was installed correctly as he had stated, why would he reinstall it?) I informed him that I did not have confidence in his company and just wanted the money back for the sump pump. He basically told me to “have a nice day” and hung up on me.
I think that Ike’s has been very dishonest, rude, and highly unprofessional. I am currently considering my options…Revdex.com, small claims court, posting this letter on-line.
Thank you for taking the time to read this.
Response to my letter from Debra [redacted], business manager of Ike’s Plumbing written on February 12, 2016:
I did speak to you on February 5th and I explained that since the pump was working properl , there was no reason for a refund. The owner was out there on Feb.1st as asked, at 10 am to check the pump. All was working correctly and there was no water in the crawl space at that time.
After that date you informed me that you wanted to do something totally different with [redacted] & wanted us to remove our pump. We guarantee the pump to work efficiently for 12 months & since the pump is working properly there is no reason to remove it or replace it.
You signed off on the work order that everything was working properly and paid us for the work. Now that you have changed your mind on what you want done, then that is your choice but does not entitle you to a refund.
If something was indeed wrong with the pump then a replacement pump would be issued at no charge from the manufacturer.
[redacted] is a crawlspace/basement company. To my knowledge they are not IOWPA certified nor are they a licensed plumber, so they are not specialists in the Sewer or Plumbing industry. Ike's Sewer Service has been in business since 1947 and we are IOWPA certified in sewer work and a licensed plumber with years of experience in both industries.
As far as the toilet nothing was said to our tech or the office about wanting a Beige toilet. We always install a standard white or handicap white toilet. Anything else is a special order & we ask the customer to purchase the special order item for us to install.
I am truly sorry that you are having buyer's remorse but all our work was done professionally and correctly. We stand behind our work.
Any further contact should be directed to our company attorneys Vonderheid & Knecht.
My response to Debra [redacted] at Ike’s Plumbing written on February 12, 2016:
1. If you were the person I spoke to on the 5th, you told me you would speak to the owner about refunding the money for the pump. I never heard back from you.
2. The owner was not invited here. He told me he was going to check the paperwork but said nothing about coming to my home.
3. When [redacted] came on the 28th there was water in the crawlspace. Apparently when the owner stopped by February 1, it had had time to soak into the ground.
4. I informed the person that I spoke to on the 5th that I had been told that more than a sump pump was necessary to solve the water problem so that I was going to have the situation corrected. I don’t want to pay more, but I don’t want water to continue to seep under my home and create larger problems (mold, rotting structures).
5. When I signed the document stating that work had been completed, I had no way of knowing if the sump pump worked only that it had been installed. I have not heard it run since it has been installed.
6. I have dealt with [redacted] several times. They are A+ service according to the Revdex.com unlike your company.
7. When I called to make an appointment to get the toilet installed, a girl asked me what color I wanted. I told her beige….not white. She said nothing about me ordering it. I discussed the fact that the toilet was the wrong color with the plumbers that installed it. If they say otherwise, they too, are not being honest.
8. I am not having buyer’s remorse. I am remorseful that I have had business dealings with your company which has been highly unprofessional and uncooperative.