Loyalty Plumbing LLC

We have contacted customer and serviced her on March 15, Harry went out to clarify with customer on her complaintCustomer and Harry came to an agreement and services was taken cared ofNo further action is needed all work completed at no additional charges

Aloha [redacted],We apologize for the experience you have stated as we try our best to please every customer. I Abbie W[redacted], is part owner of Loyalty Plumbing and have did my research on this particular job to see if there is something that I can do on your behalf. My findings regarding this job was...

quite different from what was stated so I would like to state what findings I have found. There are a few things I would like to clear up regarding Loyalty Plumbings customer service. First, we are a company who is well know to give excellent customer service, we are sorry that you do not feel this way. When there are discrepancies such as what was stated by you, we are more then happy to try and make accommodations for our customers, but of course we need to look at both sides of the situation. Second, this work order is under a homeowner name [redacted], which means you are the tenant and we did NOT have a credit card on file from you. As stated above by you that you were charged that is INCORRECT, my records do not show any charge to you. Your homeowner is who gets billed for this services not you. Your homeowner has the choice to bill you if this is a tenant issue but looking over Zac's invoice that was turned in, it stated the cause of the clog was grease build up overtime, so therefore you shouldn't be the one to be charged as this is a maintenance service. Third, I have checked back at your appointment time in our system and your appointment was made by your landlord [redacted], and scheduled for Friday Feb 9, 2018 between 2-5pm. Our records also show that your pre-call on Thursday Feb 8, 2018 was made to both the homeowner and your cell phone which we left a message for you. I do not see that you called back to verify the appointment but your landlord did. Keep in mind the phone number we have on file was also given to us by your landlord, so if you did not get a message then it could be possible that the number given to us is incorrect. Next I have looked at Zacs arrival time on your property, along with his pre-call from our phone records. He had called at 1:20pm and left a message on that phone number that was given to us by your landlord to let you know that he was on his way. Our company requires our techs to give all customers a 30 minute courtesy call prior to arrival, but once again you did not answer that phone so he had just went directly to your property. He did arrive on your property 10-15 minutes early (1:47pm) but due to you not answering your phone he went ahead an knocked on your door to see if you were home. Once your door was opened he said he greeting you nicely and you seemed upset already because they came 10 minutes early and you insisted that he was an hour early. At that point Zac then checked back with our office to see what was the time window for your appointment and our office confirmed it was between 2-5pm and also spoke with your homeowner to verify that we told her it was between 2-5pm. So if there was a miscommunication there it could have been between you and your homeowner. Fourth, Zac stated he got there 10 minutes early and if you wanted him to wait outside for an additional 10 minutes he would have but you opened the door for him to come in. From that point on Zac said you seemed upset and was not being cooperative with them. He stated he did his job, cleared both lines and left the property as he felt unwelcome from the beginning. According to Zac he said they prepped the site the way they always do every site when they snake lines, as far as the gunk coming up from the drains that is normal and he along with his helper stated they wiped that up with the disposable towels that they carry. Zac stated that you had a friend on the property who offered them additional equipment while they were doing their service but that equipment was not necessary to use. I am confident in Zac that he preps his job sites well and cleans up prior to leaving. Zac has been a plumber for 15 years and have not had any complaints about prepping his sites incorrect or not cleaning up his site prior to leaving. At this point I will take it up with your landlord about the services as your landlord is the person who been speaking with us. Unfortunately there will be no refund given to you as requested as we have not taken any money from you. Thank you for your time and we hope that this explanation will be helpful in clearing up any of your questions or thoughts. [redacted]