Lower Electric

Dear [redacted] ***We did finish this job But we realize this customer wants compensation What is the exact amount of compensation they would like?Please let us know so we can resolve this issueThanks,Bernadette L***Customer Service Manager

January 4, Dear *** ***: We would love to resolve the issues with this jobWe mentioned possibly having the county inspector inspect their sewage system to assess the problemIn her response she makes no mention of that offerWe could go back and forth forever with he said she said or who did or didn't do whatBut that does nothing to solve their problemShe mentions several times they feel they should be compensated; we don't object to this if it is fairHow much do they feel they should be compensated? Or what would they like us to do for them? We can't respond to their wants if they don't make them known to usAgain, we want to resolve this issue and are willing to work with themSincerely, Bernadette L*** Customer Service Manager

On Tue, Jan 19, at 7:AM, *** *** ***> wrote:Hello ***,I have called and left a message for you on last WednesdayI haven't received a phone call backThis is in regards to the Bathfitters issueIf they would love to resolve this issue just as we would like to alsoWe do not have sewage so therefore that won't resolve the issueIf they are the experts in bathrooms, they should give a fair compensation to this matterIt was stated that they would love to resolve the issue then why haven't they contacted us .? This has been going on for long enoughI don't feel the need to constantly send emails back and forth, nothing gets resolvedGive a fair compensation to this matter You claim you are the expertsYou haven't completed the work so please compensate the difference

On Mon, Dec 28, 2015 at 3:57 PM, [redacted] [redacted]> wrote:[redacted]   We have not had this gurgling problem until bathfitters came out and remodeled our main floor bathroom. This issue is still ongoing. There were false statements stated on the response given from Bathfitters. The last contact person I spoke with was Bernadette L[redacted]. Every time I called she would not return calls for days. We paid to have the septic system cleaned out since they keep saying that was the issue. The problem still remains. If they would have done the job correctly , they would not have had to keep coming out to repair all their mess ups. On one of their comments as to not charging us for another floor, they would not have had to do that if they would have done the job right the first time. There were false statements given on their responses. They stated that David L[redacted] came out at 9:00 p.m. to inspect the work done, but we were not at home. He called and left a message to call him if we still wanted him to come out that particular evening, we did not call back because we were not home. So why did he come out when we did not respond?  My husband and I have been patient for this matter. When I called and asked to speak to the manager , they refused. This company is not trustworthy. We feel they should have compensated  us for the ongoing issue that has not been resolved. Sincerely,

December 16, 2015 Dear [redacted]:Thank you for giving us a chance to respond to this complaint, ID of [redacted].We try very hard to work with all of our customers to resolve any issues. On the very first day of this job we were confronted with an already existing plumbing issue which we believe...

is the true angst of this letter. When we started work on the main plumbing lines our plumber cut into the existing main drain line to find it full of water. This particular line should never have water in it. Water in this line indicates an existing clog in the system.We have addressed every issue that this customer has called about. Our Installation Manager, David L[redacted] went out and addressed each and every concern. On one occasion he even went out at 9:00 at night for their convenience to meet with them. However, when he got there no one was home and no one called to say they had to leave for an emergency. After each and every call we went at the time they specified and reviewed their issues and resolved them. I spoke with the salesperson and he stated that the night of the leak he spoke with David L[redacted]. And the next day we were there to fix the leak.As far as the glass company, our standard procedure is to email them the installation date which we did on August 6, 2015 that is contracted through the glass company not us. At that point, the measure is set up between them and the customer.Again, when this customer was upset our Installation Manager, David L[redacted] went to the house to address their concerns. At that time David did tell them that we would touch up the wall which the installer scratched during installation. Regarding the flooring being replaced and fixing the plumbing issue that was because after the commode was installed the customer decided he wanted the supply line on the opposite side of the commode. It was installed previously to industry standards. To satisfy Mr. [redacted] not only did we change it out to the opposite side we also gave them a new floor at no charge.After we completed the job they called and stated they had a gurgling sound after flushing their commode. We then sent a plumber to go out to see if he could figure out the issue. He mentioned to the customer he felt it was an issue with their septic tank. Not only was their septic tank full so was their leach bed. The customer did finally have their septic tank cleaned out. However they did not do anything with their overflowing leach bed.When the gurgling issue was addressed with me in customer service we sent out a Master Plumber. We paid for the plumber and he did snake the line. He did it for so long that his snake finally overheated.He told the customer at that time they still had a clog somewhere in the line. He did suggest they get someone to use a camera to see where the issue was. He felt it was a pre-existing issue. That for as long as he snaked it the line should have cleared. In his opinion the issue was that although they emptied their septic tank their leach bed was still overflowing. With the leach bed full the air & water flow have nowhere to go but back through the septic and into the house where he feels creates the gurgling sound.The length of the job was longer but it also had to do with the changes of this customer. As well as the pre-existing full septic and leach bed system. As the Customer Service Manager I did call several times and talk to Mrs. [redacted] about these issues. We felt we did everything we could do on our end to get this resolved. When I tried to finalize the billing with Mrs. [redacted] she stated she would talk with her husband and get back to me. After numerous calls to Mrs. [redacted] I never received a return call from her stating what she & her husband wanted to do. Finally, I did send them an invoice with a deduction which Mrs. [redacted] mentioned on many occasions throughout the project they expected one. Had they had an amount they felt was appropriate I would have gladly had a discussion with them if they would have returned my telephone calls. We would be agreeable to have a third party such as, The [redacted] County Sewage Authority come look at the situation to get this matter resolved.Sincerely,Bernadette L[redacted] Customer Service Manager

On Thursday, March 24, 2016,1:19 PM, [redacted]> wrote: I have received and reviewed the response given from bathfitters. First of all, the issue was not ongoing. We did not have this issue until they came into our home and remodeled our bathroom. As I have stated that in previous responses. You were the one that suggested that l get an estimate, and that is what I did. The reason why it took so long was because they didn't do the job correctly the first time. They never mentioned that there was an issue with the septic system. They had their master plumber come out and said their possibly could be a sludge buildup, he recommended that we get the septic system cleaned out. That is what we did. We had never suggested for a discount for this project like she stated in her last response. That is a false statement. They need to take responsibility for the issue that was not preexisting, I don't think they feel that they should admit to their error. Because of this, now we have to repair the damage done by bathfitters. This company is not standing up to their error. Not a trustworthy company. Do I continue to dispute this? There will never be a resolution as long as they continue to falsify actions. It is so sad that people have to lie in order to get ahead! [redacted] Dissatisfied homeowner

See the attached letter.March 23,2016Dear [redacted]This is in response to complaint [redacted].As we expressed in the last response to this customer's complaint we are willing to resolve this issue as long as it is reasonable and fair. However, the latest request from this customer is unacceptable. They would now like us to take responsibility for their preexisting property issues.We were hired to install a shower base system with accessories, wall & vanity cabinets, faucets, commode & floor. At no time did we have anything to do with the existing outside sewer line, septic tank or leach bed. On the contrary from the very first day we were there our plumber told the customer the septic tank was full and needed cleaned out. When they complained about hearing the gurgling noise after the remodel we sent a plumber out to snake the line. Again we told the customer that their septic tank & leach bed were full. Finally the customer did get the septic tank cleaned out.But they did nothing with the sewer line or leach bed. This being said now the customer wants their septic system redone as apparent in the estimates they submitted. Which shows the problem is in the sewer line from the house to the septic system not inside the bathroom that we installed new fixtures in. They had a preexisting septic issue which had nothing to do with the work we did at their home. It is inconceivable that they want us to pay for their preexisting issues with their septic system.We have no problem taking responsibility for the things we do. However, we cannot take responsibility for the home owners outside property issues. We did everything stated in our contract with this customer. We even gave them a discount because they felt they were entitled to one because the job took longer than they felt it should have. The added time frame was due to the customer making changes after the job started and the septic system. We cannot take responsibility for the homeowners preexisting property issues.Sincerely,Bernadette L[redacted] Customer Service Manager

Dear [redacted]We did finish this job.  But we realize this customer wants compensation.  What is the exact amount of compensation they would like?Please let us know so we can resolve this issue. Thanks,Bernadette L[redacted]Customer Service Manager