Complaint: [redacted] I am rejecting this response because: The only complaint I had was that my tub was draining slowly Whether or not my tub was installed properly or not has no barring on this matter By the way, it was installed properly they must not be familiar with this type of tub The owner of the company should have come to my home to see for himself He is still invited to come see I just want this matter taken care of THE HELIXBATH AGORA DESIGN WAS CREATEDFOR BATHING PURISTS The curves and lines are well conceived & uncomplicatedHelixbath’s well tailored soaking tubs provide an ergonomic comfortable spa experienceFeaturing an easy to clean 3M Fade Resistant finish and stainless steel frame Product FeaturesConstructionFreestanding construction for quick and easy installationLeveling legsAdjusts for uneven floors 1/2’’ in total with adjustable foot padsFabrication typeSolid, piece construction for guaranteed leak free durabilitySurface100% non-porous sanitary grade acrylic “Easy Clean” surfaceMaterialHeat retentive heavy gauge acrylicFrameStainless Steel 1’’ “T” frames provide structural supportFinishFade Resistant, brilliant white, high gloss 3M FinishFeatureColorfastColor permeates the acrylic surfaceFeatureNon-porous for easy cleaning and sanitizing Regards, [redacted]
Complaint: [redacted] I am rejecting this response because of many statements by Lone Star Water Services:I personally spoke with the city inspector prior to authorizing the work to replace the water heater in the garage The work quoted by Lone Star was NOT required by city code because the heater is at a level below the foundation of the house I requested that Lone Star contact the city inspector and provided his name and phone # (The warranty company was originally contact on 8/2/and the replacement was finally installed on September 12th.)Lone Star claimed for nearly weeks that they tried to get in touch with the city inspector, but the city inspector told me that he had not heard from them All this time, we had no hot water downstairsI NEVER voiced a concern about drilling through the brickThe plumber was never 'locked out' of the house and I never refused to pay I was actually 1,miles away taking care of my dying mother To characterize my actions as evading them is absolutely ridiculous and false My desire was to get this resolved for my wife and children I told dispatch and the plumber IN ADVANCE that I would only pay for code-required work I paid over the phone after re-emphasizing code-required work I had no choice but to pay for work done as I was not there to observeAs you can see from Lone Star's response, items #through start with 'we DID NOT' do the work charged They are admitting to charging me for work not doneThe code inspector came out to my house to review the work after I returned home a few weeks later The inspector reviewed the work done by Lone Star Water Services AND reviewed the list of additional charges for 'code upgrades' In each case he stated either that the work was not done OR the work was not required by code He did say that he finally had a phone call from Lone Star prior to the work being done and explained applicable town code The installation included many items NOT required by code Regards, [redacted]
The customers Bath tub does not drain well because it was improperly installed and the fixture is not vented per codeOur plumber was dispatched to unstop the drain and in doing so the bathtub moved slightly as it was never properly anchored to the floorWe reported these findings to American Home Shield and they denied coverageWe then quoted to make the repairs and the customer declinedAt this point Lone Star Water Services has no other possible course of action
I apologize for this job not meeting your expectations, and also for not replying sooner than this. In response to the length of time required to finish the job, this varies greatly with an under slab repair due the nature of the problem. Any diagnosis for a slab leak is an educated guess and...
quoting a time frame is very difficult. I Will be speaking with [redacted] about how he prepared and explained this to you and what we could do to be more transparent in the future. Secondly, in response to the water under your home, An existing slab leak will inherently introduce water under your slab so the break that we were contracted to repair leaked under the slab and very possibly much more water than the damaged water line. The small amount of water introduced under the house during the excavation is not enough to cause foundation movement and we will unfortunately not hire an engineer. Finally, in the case of the sheetrock damage, we do not repair sheetrock or have subcontractors that do so, although american home shield does and will cover that repair, My suggestion would be to contact AHS and in the event that they deny coverage we can look into assisting with the repair.Thank You,[redacted]
Complaint: [redacted]
I am rejecting this response because of many false statements by Lone Star Water Services:1. I personally spoke with the city inspector prior to authorizing the work to replace the water heater in the garage. The work quoted by Lone Star was NOT required by city code because the heater is at a level below the foundation of the house. I requested that Lone Star contact the city inspector and provided his name and phone #. (The warranty company was originally contact on 8/2/2017 and the replacement was finally installed on September 12th.)Lone Star claimed for nearly 3 weeks that they tried to get in touch with the city inspector, but the city inspector told me that he had not heard from them. All this time, we had no hot water downstairs.2. I NEVER voiced a concern about drilling through the brick.3. The plumber was never 'locked out' of the house and I never refused to pay. I was actually 1,500 miles away taking care of my dying mother. To characterize my actions as evading them is absolutely ridiculous and false. My desire was to get this resolved for my wife and children. I told dispatch and the plumber IN ADVANCE that I would only pay for code-required work. I paid over the phone after re-emphasizing code-required work. I had no choice but to pay for work done as I was not there to observe.4. As you can see from Lone Star's response, items #1 through 4 start with 'we DID NOT' do the work charged. They are admitting to charging me for work not done.5. The code inspector came out to my house to review the work after I returned home a few weeks later. The inspector reviewed the work done by Lone Star Water Services AND reviewed the list of additional charges for 'code upgrades'. In each case he stated either that the work was not done OR the work was not required by code. He did say that he finally had a phone call from Lone Star prior to the work being done and explained applicable town code. The installation included many items NOT required by code.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Lone Star failed to do the job that they were called to do in the first place. They say that their plumber "adjusted some valves" - unfortunately that wasn't the problem with the running toilet. The problem was very clearly the toilet plug. I have no professional training as a plumber and was able to identify the problem in about 5 minutes after Lone Star failed to do the job properly. Their argument is that an arbitrary policy excuses them from not doing the work in the first place. I have attached photos showing clear evidence that the toilet plug has years of wear and tear which has caused it to warp, and thus, leak. This should have been identified IMMEDIATELY by a professional plumber but it clearly was not. Needless to say, their response doesn't resolve the dispute.
Regards,
[redacted]
Mr. [redacted] I would like to apologize for the any inconvenience that we have caused you. I have talked to the plumber that was at you home to try to understand what happened. He stated that he first arrived on time to your home but no one was home. He then went to his next call and while there...
your wife called and he met her at your home. He was on the phone with one of our owners concerning a mechanical problem with the truck that just happened before he got to your home. Unfortunately with a warranty program like American Home Shield we have to get authorization for them before doing any work. The situation with your plumbing is typically not covered. (secondary damage caused by leak) That is why he did not have the material on the truck to finish the repair that day. As for the second appointment I [redacted] personally apologize for. I should have given you a call and let you know that we needed to reschedule you appointment the morning of. The "big job" he was on was suppose to be done the day before. I received a call from him the night before and he stated that he needed another day. I did not realize that no one called you that morning stating that we needed to reschedule. We do have another plumber coming out on Friday the 5th I [redacted] make sure that he has everything that is needed to fix what is covered by American Home Shield.
Complaint: [redacted]
I am rejecting this response because: The only complaint I had was that my tub was draining slowly. Whether or not my tub was installed properly or not has no barring on this matter. By the way, it was installed properly they must not be familiar with this type of tub. The owner of the company should have come to my home to see for himself. He is still invited to come see. I just want this matter taken care of. THE HELIXBATH AGORA DESIGN WAS CREATEDFOR BATHING PURISTS The curves and lines are well conceived & uncomplicated. Helixbath’s well tailored soaking tubs provide an ergonomic comfortable spa experience. Featuring an easy to clean 3M Fade Resistant finish and stainless steel frame Product FeaturesConstructionFreestanding construction for quick and easy installationLeveling legsAdjusts for uneven floors 1 1/2’’ in total with 6 adjustable foot padsFabrication typeSolid, 1 piece construction for guaranteed leak free durabilitySurface100% non-porous sanitary grade acrylic “Easy Clean” surfaceMaterialHeat retentive heavy gauge acrylicFrame2 Stainless Steel 1’’ “T” frames provide structural supportFinishFade Resistant, brilliant white, high gloss 3M FinishFeatureColorfast. Color permeates the acrylic surfaceFeatureNon-porous for easy cleaning and sanitizing
Regards,
[redacted]
The customers Bath tub does not drain well because it was improperly installed and the fixture is not vented per code. Our plumber was dispatched to unstop the drain and in doing so the bathtub moved slightly as it was never properly anchored to the floor. We reported these findings to American Home...
Shield and they denied coverage. We then quoted to make the repairs and the customer declined. At this point Lone Star Water Services has no other possible course of action.
This customer is an American Home Shield(AHS) customer. This customer had a leaking water heater. AHS only covered the cost of the water heater under their claim.With installing a water heater in the state of Texas, you must pull a permit and have it inspected by a city inspector. Although all...
cities use the same code book, they enforce different codes that meets their cities needs.As an AHS vendor, we must report diagnosis to AHS and a detail breakdown of everything needed to install the unit properly and to code. As AHS only covered the cost of the water heater itself, it was up to the customer to cover additional parts and labor to install the new unit. Here is a breakdown of the proposed work.Rework water lines and install new flex lines and shut off$275Insulate water lines$50Install drain pan$100Drill through brick for drain pan line$150Run drain pan line outside$75Drill through brick for T&P line$150Run T&P line outside$75Electrical line modification$75The total was $950The customer voiced a concern about having to drill through the brick. We told him that we would then run the T&P line to the drain pan and cut a hole in the closet door and run the drain line to the lower level of the garage as the water heater is set on the upper lip of the garage. We then offer $100 off of the price.Upon completion the customer then lock my plumber out of his house and refused to pay for the water done. After over an hour of knocking and calling the customer, the customer sent out his son the pay and sign the invoice. A week later the customer called the office asking for a breakdown of the project. The office was unaware of the change of scope for the install and the discount given by the plumber. So the customer was emailed the original bid. Over a month after that the customer had his credit card company push back $525 of what we charged for the work. After submitting all necessary paperwork to the customers credit card company they denied his claim. As of 2/20/2018, the credit card company made a full refund to us.The items that the customer is contesting are:1. Drill through brick for T&P line$1502. Run T&P line outside$753. Drill through brick for drain line$1504. Run drain line outside$755. Electrical line modification$75For item 1, we did not drill the brick and only $100 was discounted so I can see that the customer should be owned $50For item 2, though we did not run the T&P line out, we did run behind the water heater into the pan. Cost would be the same. For item 3, we did not drill through the brick but we did have to use power tools to notch the door for the drain line. Cost would be the same.For item 4, we did not run the drain line out but we did run it to the lower level of the garage. Cost would be the same.For item 5, we had to remove the old plate from the old unit, cut and unsheathe new wire, install new plate to fit new water heater and connect electrical line. That is part of the scope of work for the charge.We would have allowed a further discount to the customer but he did refuse to pay and took up over an hour of my plumber's time with his actions. It cost me around $125 an hour to have that truck "on the road", so we did not offer any further discounts as they cost us more than what could of be refunded.If they is any additional information you need please let me know. Thanks
Complaint: [redacted] I am rejecting this response because: The only complaint I had was that my tub was draining slowly Whether or not my tub was installed properly or not has no barring on this matter By the way, it was installed properly they must not be familiar with this type of tub The owner of the company should have come to my home to see for himself He is still invited to come see I just want this matter taken care of THE HELIXBATH AGORA DESIGN WAS CREATEDFOR BATHING PURISTS The curves and lines are well conceived & uncomplicatedHelixbath’s well tailored soaking tubs provide an ergonomic comfortable spa experienceFeaturing an easy to clean 3M Fade Resistant finish and stainless steel frame Product FeaturesConstructionFreestanding construction for quick and easy installationLeveling legsAdjusts for uneven floors 1/2’’ in total with adjustable foot padsFabrication typeSolid, piece construction for guaranteed leak free durabilitySurface100% non-porous sanitary grade acrylic “Easy Clean” surfaceMaterialHeat retentive heavy gauge acrylicFrameStainless Steel 1’’ “T” frames provide structural supportFinishFade Resistant, brilliant white, high gloss 3M FinishFeatureColorfastColor permeates the acrylic surfaceFeatureNon-porous for easy cleaning and sanitizing Regards, [redacted]
Complaint: [redacted] I am rejecting this response because of many statements by Lone Star Water Services:I personally spoke with the city inspector prior to authorizing the work to replace the water heater in the garage The work quoted by Lone Star was NOT required by city code because the heater is at a level below the foundation of the house I requested that Lone Star contact the city inspector and provided his name and phone # (The warranty company was originally contact on 8/2/and the replacement was finally installed on September 12th.)Lone Star claimed for nearly weeks that they tried to get in touch with the city inspector, but the city inspector told me that he had not heard from them All this time, we had no hot water downstairsI NEVER voiced a concern about drilling through the brickThe plumber was never 'locked out' of the house and I never refused to pay I was actually 1,miles away taking care of my dying mother To characterize my actions as evading them is absolutely ridiculous and false My desire was to get this resolved for my wife and children I told dispatch and the plumber IN ADVANCE that I would only pay for code-required work I paid over the phone after re-emphasizing code-required work I had no choice but to pay for work done as I was not there to observeAs you can see from Lone Star's response, items #through start with 'we DID NOT' do the work charged They are admitting to charging me for work not doneThe code inspector came out to my house to review the work after I returned home a few weeks later The inspector reviewed the work done by Lone Star Water Services AND reviewed the list of additional charges for 'code upgrades' In each case he stated either that the work was not done OR the work was not required by code He did say that he finally had a phone call from Lone Star prior to the work being done and explained applicable town code The installation included many items NOT required by code Regards, [redacted]
The customers Bath tub does not drain well because it was improperly installed and the fixture is not vented per codeOur plumber was dispatched to unstop the drain and in doing so the bathtub moved slightly as it was never properly anchored to the floorWe reported these findings to American Home Shield and they denied coverageWe then quoted to make the repairs and the customer declinedAt this point Lone Star Water Services has no other possible course of action
I apologize for this job not meeting your expectations, and also for not replying sooner than this. In response to the length of time required to finish the job, this varies greatly with an under slab repair due the nature of the problem. Any diagnosis for a slab leak is an educated guess and...
quoting a time frame is very difficult. I Will be speaking with [redacted] about how he prepared and explained this to you and what we could do to be more transparent in the future. Secondly, in response to the water under your home, An existing slab leak will inherently introduce water under your slab so the break that we were contracted to repair leaked under the slab and very possibly much more water than the damaged water line. The small amount of water introduced under the house during the excavation is not enough to cause foundation movement and we will unfortunately not hire an engineer. Finally, in the case of the sheetrock damage, we do not repair sheetrock or have subcontractors that do so, although american home shield does and will cover that repair, My suggestion would be to contact AHS and in the event that they deny coverage we can look into assisting with the repair.Thank You,[redacted]
Complaint: [redacted]
I am rejecting this response because of many false statements by Lone Star Water Services:1. I personally spoke with the city inspector prior to authorizing the work to replace the water heater in the garage. The work quoted by Lone Star was NOT required by city code because the heater is at a level below the foundation of the house. I requested that Lone Star contact the city inspector and provided his name and phone #. (The warranty company was originally contact on 8/2/2017 and the replacement was finally installed on September 12th.)Lone Star claimed for nearly 3 weeks that they tried to get in touch with the city inspector, but the city inspector told me that he had not heard from them. All this time, we had no hot water downstairs.2. I NEVER voiced a concern about drilling through the brick.3. The plumber was never 'locked out' of the house and I never refused to pay. I was actually 1,500 miles away taking care of my dying mother. To characterize my actions as evading them is absolutely ridiculous and false. My desire was to get this resolved for my wife and children. I told dispatch and the plumber IN ADVANCE that I would only pay for code-required work. I paid over the phone after re-emphasizing code-required work. I had no choice but to pay for work done as I was not there to observe.4. As you can see from Lone Star's response, items #1 through 4 start with 'we DID NOT' do the work charged. They are admitting to charging me for work not done.5. The code inspector came out to my house to review the work after I returned home a few weeks later. The inspector reviewed the work done by Lone Star Water Services AND reviewed the list of additional charges for 'code upgrades'. In each case he stated either that the work was not done OR the work was not required by code. He did say that he finally had a phone call from Lone Star prior to the work being done and explained applicable town code. The installation included many items NOT required by code.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Lone Star failed to do the job that they were called to do in the first place. They say that their plumber "adjusted some valves" - unfortunately that wasn't the problem with the running toilet. The problem was very clearly the toilet plug. I have no professional training as a plumber and was able to identify the problem in about 5 minutes after Lone Star failed to do the job properly. Their argument is that an arbitrary policy excuses them from not doing the work in the first place. I have attached photos showing clear evidence that the toilet plug has years of wear and tear which has caused it to warp, and thus, leak. This should have been identified IMMEDIATELY by a professional plumber but it clearly was not. Needless to say, their response doesn't resolve the dispute.
Regards,
[redacted]
Mr. [redacted] I would like to apologize for the any inconvenience that we have caused you. I have talked to the plumber that was at you home to try to understand what happened. He stated that he first arrived on time to your home but no one was home. He then went to his next call and while there...
your wife called and he met her at your home. He was on the phone with one of our owners concerning a mechanical problem with the truck that just happened before he got to your home. Unfortunately with a warranty program like American Home Shield we have to get authorization for them before doing any work. The situation with your plumbing is typically not covered. (secondary damage caused by leak) That is why he did not have the material on the truck to finish the repair that day. As for the second appointment I [redacted] personally apologize for. I should have given you a call and let you know that we needed to reschedule you appointment the morning of. The "big job" he was on was suppose to be done the day before. I received a call from him the night before and he stated that he needed another day. I did not realize that no one called you that morning stating that we needed to reschedule. We do have another plumber coming out on Friday the 5th I [redacted] make sure that he has everything that is needed to fix what is covered by American Home Shield.
Complaint: [redacted]
I am rejecting this response because: The only complaint I had was that my tub was draining slowly. Whether or not my tub was installed properly or not has no barring on this matter. By the way, it was installed properly they must not be familiar with this type of tub. The owner of the company should have come to my home to see for himself. He is still invited to come see. I just want this matter taken care of. THE HELIXBATH AGORA DESIGN WAS CREATEDFOR BATHING PURISTS The curves and lines are well conceived & uncomplicated. Helixbath’s well tailored soaking tubs provide an ergonomic comfortable spa experience. Featuring an easy to clean 3M Fade Resistant finish and stainless steel frame Product FeaturesConstructionFreestanding construction for quick and easy installationLeveling legsAdjusts for uneven floors 1 1/2’’ in total with 6 adjustable foot padsFabrication typeSolid, 1 piece construction for guaranteed leak free durabilitySurface100% non-porous sanitary grade acrylic “Easy Clean” surfaceMaterialHeat retentive heavy gauge acrylicFrame2 Stainless Steel 1’’ “T” frames provide structural supportFinishFade Resistant, brilliant white, high gloss 3M FinishFeatureColorfast. Color permeates the acrylic surfaceFeatureNon-porous for easy cleaning and sanitizing
Regards,
[redacted]
The customers Bath tub does not drain well because it was improperly installed and the fixture is not vented per code. Our plumber was dispatched to unstop the drain and in doing so the bathtub moved slightly as it was never properly anchored to the floor. We reported these findings to American Home...
Shield and they denied coverage. We then quoted to make the repairs and the customer declined. At this point Lone Star Water Services has no other possible course of action.
This customer is an American Home Shield(AHS) customer. This customer had a leaking water heater. AHS only covered the cost of the water heater under their claim.With installing a water heater in the state of Texas, you must pull a permit and have it inspected by a city inspector. Although all...
cities use the same code book, they enforce different codes that meets their cities needs.As an AHS vendor, we must report diagnosis to AHS and a detail breakdown of everything needed to install the unit properly and to code. As AHS only covered the cost of the water heater itself, it was up to the customer to cover additional parts and labor to install the new unit. Here is a breakdown of the proposed work.Rework water lines and install new flex lines and shut off$275Insulate water lines$50Install drain pan$100Drill through brick for drain pan line$150Run drain pan line outside$75Drill through brick for T&P line$150Run T&P line outside$75Electrical line modification$75The total was $950The customer voiced a concern about having to drill through the brick. We told him that we would then run the T&P line to the drain pan and cut a hole in the closet door and run the drain line to the lower level of the garage as the water heater is set on the upper lip of the garage. We then offer $100 off of the price.Upon completion the customer then lock my plumber out of his house and refused to pay for the water done. After over an hour of knocking and calling the customer, the customer sent out his son the pay and sign the invoice. A week later the customer called the office asking for a breakdown of the project. The office was unaware of the change of scope for the install and the discount given by the plumber. So the customer was emailed the original bid. Over a month after that the customer had his credit card company push back $525 of what we charged for the work. After submitting all necessary paperwork to the customers credit card company they denied his claim. As of 2/20/2018, the credit card company made a full refund to us.The items that the customer is contesting are:1. Drill through brick for T&P line$1502. Run T&P line outside$753. Drill through brick for drain line$1504. Run drain line outside$755. Electrical line modification$75For item 1, we did not drill the brick and only $100 was discounted so I can see that the customer should be owned $50For item 2, though we did not run the T&P line out, we did run behind the water heater into the pan. Cost would be the same. For item 3, we did not drill through the brick but we did have to use power tools to notch the door for the drain line. Cost would be the same.For item 4, we did not run the drain line out but we did run it to the lower level of the garage. Cost would be the same.For item 5, we had to remove the old plate from the old unit, cut and unsheathe new wire, install new plate to fit new water heater and connect electrical line. That is part of the scope of work for the charge.We would have allowed a further discount to the customer but he did refuse to pay and took up over an hour of my plumber's time with his actions. It cost me around $125 an hour to have that truck "on the road", so we did not offer any further discounts as they cost us more than what could of be refunded.If they is any additional information you need please let me know. Thanks