Complaint: [redacted] I am rejecting this response because:1)The Revdex.com did not deny my first complaintThey misunderstood that I was requesting their assistance in requesting a refund and thought I was reporting Maclin Plumbing as a scam for future customers.2) Neither myself or my husband is a plumber so we called a plumber to determine the cause of the leakIt is not our responsibility to determine the causeIn retrospect, since the cause was a leaking drain tee(visible externally on the wall in plain view WITHOUT cutting into the sheet rock), all the plumber had to do was turn on the faucet to observe water building up between the back of the cabinet and the wall.3) I cancelled the follow up appointment after being lied to several times as well as [redacted] telling me they would come cut into the wall at the next appointment which I felt uncomfortable with since Maclin plumbing did not appear qualified enough to even assess where the leak was coming from in the wall4) Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problemThey also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $if they were unable to fix the problem5) No one cut into the sheet rockI have photos if Maclin would really like to continue to try to fabricate this as wellI am deeply disturbed by this company's lack of basic knowledgeIt appears from their response that they think the vanity cabinet is contained in the middle of a houses' walls Regards, [redacted]
Again this customer is not telling the truth He stated when he talk to Maclin Plumbing he used the toilet without any problem the day of the repair and the next day after He said he had a bowel movement and after that the waste would not flush downToilet stoppages accrue all the time from bowel movements due to either the waste being hard or massive and either with the customer using to much toilet paper! What backs my claim up is the fact that the number plumbing tool sold around the work is a plunger Also the co-payment he wanting back is due PER HIS CONTRACT with the warranty is non refundable from the vendors he needs to read his contract that he signed with his warranty company! If he still feels he wants a refund then he needs to contact his warranty, as the payment is to the warranty companyFraudA representation of a matter of fact—whether by words or by conduct, by or misleading allegations he admitted to the warranty, to the vendor,Yelp, and the Revdex.com that the issue Maclin plumbing was out was for a toilet leaking He admitted that the leak stoppedhe also admitted the toilet worked find the day of and the day after the toilet worked fine! No company can warranty what a customer puts down the toiletIf the warranty company felt the issue was covered by the work that we did the customer would not have to pay for the repairs, yet he did per his response! This customer also was threatening and insulted to the dispatcher as stated by the 1st response we submitted and yet he doesn'taddress that?!? It was our office that called the warranty company to see if they would help the customer outHe made claims on Yelp with no proof to back ANY of his claims! the customer called the dispatcher A MF'ers, SOB,the list goes on! that was the clean version of what he said.he is a businessmen/ owner as well yet total disrespected the dispatcher Per his Yelp post he made a fraudulentclaims about Maclin Plumbing He post is laced with anger and untruthsWhile we dont put much faith in Yelp he was insulting in his post he wanted to point out some of our bad reviews that are mostly warranty company customer cause they didn't get the response from either us or the warranty company they wanted to hear..out of the 18k service calls we ran we only had about complaintsI can not stress enough that this customer was threatening and insulting to our dispatcher!! HE NEEDS TO READ HIS CONTRACT THAT HE SIGNED WITH THE WARRANTY COMPANY ABOUT THE COPAY HE IS WANTING! HE ALSO NEEDS TO CONTACT THEM IF THE FEELS HE DESERVE A REFUND DUE TO THE PAYMENT WAS FOR HIS WARRANTY COMPANY HE NEEDS TO REQUEST IT TO THEM!
The customer said:"I cancelled the follow up appointment after being lied to several times as well as [redacted] telling me they would come cut into the wall at the next appointment which I felt uncomfortable with since Maclin plumbing did not appear qualified enough to even assess where the leak was coming from in the wall." We only spoke oncethat was to scheduleI never told her we would just start cutting holes in the walls, I toild her we would need autho from the warranty company 1st! she was fine with the appointment She never complained to us about being" uncomfortable during the phone call, she even scheduled! we didn't know about this issue until a Yelp post! The Customer said: "Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problemThey also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $if they were unable to fix the problem." that is completely I have attached a copy of what her warrantycompany has in there contract [redacted] who is the warranty company contract relation stated has yet to see a complaint from this customer! She ALSO stated that the copay is payment to the warranty company please read the attachment I ask for the person from the Revdex.com to please call OLD REPUBLIC HOME PROTECTION AND ASK FOR [redacted] WHO IS THE CONTRACT RELATION REP AT 1-800-858- she will back up our claim due to her giving us the info about the co-payment this customer is wanting she is the one who pointed out the attached file I sent todayNo one made her husband sign the invoice nor write a checkThe husband was with the plumber the whole time and yet could not duplicate the leak! The customer also stated the plumber told him if the leak comes back to call the warranty company and we would return at no cost! SHE HAS TO GIVE US A CHANCE TO RESOLVE PER THE INFO I SUBMITTED IN THE 1ST RESPONSE! As stated before the co-payment is payment to the warranty companyAs you can see with the customers Yelp post and the messages the customer is insulting by attacking Me and the plumberthanks! Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problemThey also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $if they were unable to fix the problem Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problemThey also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $if they were unable to fix the problem Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problemThey also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $if they were unable to fix the problem Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problemThey also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $if they were unable to fix the problem Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problemThey also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $if they were unable to fix the problem Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problemThey also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $if they were unable to fix the problem
Complaint: [redacted] I am rejecting this response because: I find it absolutely disturbing that it has taken this business almost two months to generate a somewhat professional response to a customer's legitimate complaintThe fact remains that days after [redacted] was unable to determine the cause, a different plumber was easily able to find and repair the leak in less than minutesNo circumstances changed in these two daysThe fact remains that due to the deception and contradictory statements that Maclin plumbing offered, I did not want them to do anymore work on my house due to their contradictory statements and inability to fix a simple plumbing repairCall it what you want to call it but this $co payment is paid to Maclin Plumbing not to the warranty companyI did not sign any contract with OHRP that if someone completely incompetent comes to a customers' home and 1) doesn't perform a service 2) then makes up refutable, contradictory statements trying to excuse themselves for their mistake that I would pay them for doing nothingNever with any company I have ever dealt with, has a company demanded I pay them if they were unable to perform the agreed upon serviceThey did not make a good faith effort to repair a simple plumbing problemThey did not make any effort to show they cared at all about their negligence until I filed a complaint From reading all of the other reviews of this company, talking down to their customers even when the customer is absolutely correct and performing sub par work in an untimely, unneccessary manner seems to be a themeReally I am not deeply concerned about getting my $dollars back aside from that this company does not deserve my honestly earned moneyWhat I am concerned about is that this company continues to do this to customersI do not understand how they can have an A+ Revdex.com rating when according to all of their online reviews, the overwhelming majority of customers are extremely dissatisfied with their experience Regards, [redacted]
RE: Complaint ID: [redacted] MacLin Plumbing Co., Incresponded to the above complaint from [redacted] via the Review/Complaints section onlineWe believe this complaint is in error, and we have tried to tell this customer there is a difference between a leak and a clog in the lineMr [redacted] has a home warranty contract with American Home Shield (AHS)He has a "co-pay" of $125, per the contract he signed with them, wherein any time he calls for a service provider to provide service or repairs, he must pay that amountThis charge is listed clearly in his contract, and that amount is due when a service provider knocks on his doorThe amount is due whether service is provided or not, per AHSOur company received a work order from American Home Shield 04/04/that said Mr [redacted] had a leak at his homeThe plumber, ***, went out on 04/13/and found that the commode was leaking at the baseMr [redacted] indicated he had had tile floors installed in the past, and as is often the case, the commode was not removed and reset at that timeBecause of the change in floors, the base wax ring under the commode had eroded over time, and the commode actually rocked back and forth when [redacted] made his initial inspectionHe explained to the customer that when the commode is not sitting flush on the floor, it allows water to seep in or out from the commode and wear away the wax seal ringUpon removing the commode, [redacted] also found this to be the caseBecause the toilet wasn't properly "set" when the tile floor was put in, the flange under the commode was too short, so [redacted] put on an extenderHe then provided a new, thicker wax bowl ring, which he set and placed the commode down over, and then he bolted the commode into placeFor all of this work, per his AHS contract, he paid $by credit card [redacted] then left the premisesWe received a second work order from AHS on 04/15/(Friday,) to return to Mr [redacted] 's home, wherein he said the commode now had a stoppageWe explained to Mr [redacted] that we were booked out, and that we were scheduling for Monday.Mr [redacted] insisted we bump somebody out of their time slot and give it to him, due to the fact he only had one bathroomAccording to the contract Mr [redacted] signed with AHS, they do not consider a toilet stoppage an emergency, despite the inconvenience such an issue might causeWe do not cancel on customers who already have appointments, so we called AHS to see if there was anything we could do for himAHS said no, that though they hoped we'd be able to expedite the call, that his contract does not allow cancelling another call in order to provide him serviceWe ARE required to service all AHS customers within a certain time frame, per OUR own contract with AHS, and that Monday's service date was acceptable by them because they don't consider it an emergencyAs such, they would not allow us to transfer the call back to them in order to receive service from another provider.Mr [redacted] says in his complaint that he had to pay somebody else $to come out, which indicates AHS DID NOT send another of its contractors to expedite the call in our placeWhile Mr [redacted] became angry with our Dispatcher, he became extremely belligerent and abusiveHe cursed and yelled and called our Dispatcher every name in the book, during which time MrRitter continued to try to help himIt was only after he posted a review on Yelp and submitted a second complaint that we learned that he says [redacted] incorrectly installed the new flangeUpon speaking with Mr [redacted] , he was told if he can submit proof to AHS that we made incorrect repairs, that they might determine it necessary to refund his $If that is the case, then after receiving proof of the claim, AHS will refund the Trade Call Fee if they find we were in error.We believe that Mr [redacted] should contact AHS, since his contract is with themIt would only be by convincing them he is due a refund that he can receive said refund.MacLin Plumbing Co., Incis not happy to know Mr [redacted] is not pleased with our serviceUnfortunately, he had a stoppage occur right after we were there, but that in no way means we caused itAlso, just because we were the service company AHS sent to his home doesn't mean that we are responsible for paying for the additional plumbing problems Mr [redacted] experienced
RE: Complaint ID: [redacted] MacLin Plumbing Co., Incresponded to the above complaint from [redacted] via the Review/Complaints section onlineWe believe the issues at hand are aimed at us in error, as we have tried to explain to the customerShe has also filed a complaint against us, regarding same, to the TX State Board of Plumbing ExaminersWe explained the process of the home warranty company contract under which we were hired, and tried to tell her the "Trade Call Fee" of $is between her and Old Republic Home Protection (ORHP)The contract she has with them stipulates how much money ORHP charges her to send a service provider to her residenceORHP also refers to this as her co-payShe owes that amount anytime she requests service and ORHP dispatches someone to answer her callThat amount is due whether OR NOT services are performed, per her contract that she signed with ORHPAt the time of service, [redacted] was sent to the customer's homeDuring his inspection he found no evidence of a leak, nor could he reproduce itAfter arriving at the residence, [redacted] first went outside to inspect the brick ledge, which was dry, indicating it wasn't a copper line leaking in the wallBack inside he tested the sinksHe filled and drained both sinks, inspecting the plumbing under both sides of the lavatory cabinetHe found a slight drip under the sink on the right side at the angle stop/hot sideThis wasn't dripping enough to be the source of the leak, so he tightened it, and proceeded to check for leaks on the drains under the sinks; he found none, nor any on the water linesThe only evidence of anything was a slight discoloration he saw on the kick plate along the front of the cabinet, which he attributed to cleaning product discoloration from mopping the floorThe customer's warranty plan won't allow service providers to cut holes in walls, sheetrock, cabinets, floors, ceilings, walls, etcWITHOUT EVIDENCE OF AN ACTIVE LEAK [redacted] told the husband that IF or WHEN the leak returned, to please notify ORHP immediatelyHe explained the warranty for this particular call was good for 60-days, and he'd gladly return AT NO CHARGE TO THE CUSTOMER.At that time, the customer's warranty policy would THEN allow [redacted] to cut into the area that evidenced the leakHowever, at THAT point, there was nothing else [redacted] could do for the homeowner.Ms [redacted] states in her second complaint that in our response to this particular section, that the other plumber had to cut into the cabinet in order to see/find the leakWhen [redacted] was there, everything was completely powder dryWithout the homeowner's word, he had no indication a leak even existed, so had he tried to call AUTHORIZATIONS for a denial, he wouldn't have known WHERE to start cuttingIt is not our policy for plumbers to "take wild guesses at the customer's expense" and start cutting up their walls or cabinets, looking for a leak that at the time was completely and totally "invisible." Surely, [redacted] cannot be blamed for being mindful of customer property (i.etheir home,) and take a saw to the bathroom "willy-nilly."In any event, he DID tell the husband that he would come back -AT NO CHARGE- IF or WHEN the leak returnedWhen the customer called back to reschedule because the leak had resurfaced, she was put on the schedule so [redacted] could go back out to the residenceThis did not happen, however, because the customer cancelled the call before the plumber had a chance to remedy the situation.We believe that any statements made publicly -as in what the customer posted online- that [redacted] is either incompetent or that MacLin Plumbing was out to "get more money" by dragging out the call, is simply not trueIt is neither in the customer's best interest, nor ours, to delay repairs or deliberately postpone fixing somethingWe would have sent [redacted] back out, a second time at our own expense, in order to find resolution for this customerSince she chose NOT to give us that opportunity, she spent additional monies by hiring a completely different company.As for the $75, we were ordered by ORHP to collect it, and if she feels she should get that contracted fee back, ORHP -as the contract holder- is whom she needs to contact to make that happen
Complaint: [redacted] I am rejecting this response because:1)The Revdex.com did not deny my first complaintThey misunderstood that I was requesting their assistance in requesting a refund and thought I was reporting Maclin Plumbing as a scam for future customers.2) Neither myself or my husband is a plumber so we called a plumber to determine the cause of the leakIt is not our responsibility to determine the causeIn retrospect, since the cause was a leaking drain tee(visible externally on the wall in plain view WITHOUT cutting into the sheet rock), all the plumber had to do was turn on the faucet to observe water building up between the back of the cabinet and the wall.3) I cancelled the follow up appointment after being lied to several times as well as [redacted] telling me they would come cut into the wall at the next appointment which I felt uncomfortable with since Maclin plumbing did not appear qualified enough to even assess where the leak was coming from in the wall4) Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problemThey also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $if they were unable to fix the problem5) No one cut into the sheet rockI have photos if Maclin would really like to continue to try to fabricate this as wellI am deeply disturbed by this company's lack of basic knowledgeIt appears from their response that they think the vanity cabinet is contained in the middle of a houses' walls Regards, [redacted]
Again this customer is not telling the truth He stated when he talk to Maclin Plumbing he used the toilet without any problem the day of the repair and the next day after He said he had a bowel movement and after that the waste would not flush downToilet stoppages accrue all the time from bowel movements due to either the waste being hard or massive and either with the customer using to much toilet paper! What backs my claim up is the fact that the number plumbing tool sold around the work is a plunger Also the co-payment he wanting back is due PER HIS CONTRACT with the warranty is non refundable from the vendors he needs to read his contract that he signed with his warranty company! If he still feels he wants a refund then he needs to contact his warranty, as the payment is to the warranty companyFraudA representation of a matter of fact—whether by words or by conduct, by or misleading allegations he admitted to the warranty, to the vendor,Yelp, and the Revdex.com that the issue Maclin plumbing was out was for a toilet leaking He admitted that the leak stoppedhe also admitted the toilet worked find the day of and the day after the toilet worked fine! No company can warranty what a customer puts down the toiletIf the warranty company felt the issue was covered by the work that we did the customer would not have to pay for the repairs, yet he did per his response! This customer also was threatening and insulted to the dispatcher as stated by the 1st response we submitted and yet he doesn'taddress that?!? It was our office that called the warranty company to see if they would help the customer outHe made claims on Yelp with no proof to back ANY of his claims! the customer called the dispatcher A MF'ers, SOB,the list goes on! that was the clean version of what he said.he is a businessmen/ owner as well yet total disrespected the dispatcher Per his Yelp post he made a fraudulentclaims about Maclin Plumbing He post is laced with anger and untruthsWhile we dont put much faith in Yelp he was insulting in his post he wanted to point out some of our bad reviews that are mostly warranty company customer cause they didn't get the response from either us or the warranty company they wanted to hear..out of the 18k service calls we ran we only had about complaintsI can not stress enough that this customer was threatening and insulting to our dispatcher!! HE NEEDS TO READ HIS CONTRACT THAT HE SIGNED WITH THE WARRANTY COMPANY ABOUT THE COPAY HE IS WANTING! HE ALSO NEEDS TO CONTACT THEM IF THE FEELS HE DESERVE A REFUND DUE TO THE PAYMENT WAS FOR HIS WARRANTY COMPANY HE NEEDS TO REQUEST IT TO THEM!
The customer said:"I cancelled the follow up appointment after being lied to several times as well as [redacted] telling me they would come cut into the wall at the next appointment which I felt uncomfortable with since Maclin plumbing did not appear qualified enough to even assess where the leak was coming from in the wall." We only spoke oncethat was to scheduleI never told her we would just start cutting holes in the walls, I toild her we would need autho from the warranty company 1st! she was fine with the appointment She never complained to us about being" uncomfortable during the phone call, she even scheduled! we didn't know about this issue until a Yelp post! The Customer said: "Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problemThey also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $if they were unable to fix the problem." that is completely I have attached a copy of what her warrantycompany has in there contract [redacted] who is the warranty company contract relation stated has yet to see a complaint from this customer! She ALSO stated that the copay is payment to the warranty company please read the attachment I ask for the person from the Revdex.com to please call OLD REPUBLIC HOME PROTECTION AND ASK FOR [redacted] WHO IS THE CONTRACT RELATION REP AT 1-800-858- she will back up our claim due to her giving us the info about the co-payment this customer is wanting she is the one who pointed out the attached file I sent todayNo one made her husband sign the invoice nor write a checkThe husband was with the plumber the whole time and yet could not duplicate the leak! The customer also stated the plumber told him if the leak comes back to call the warranty company and we would return at no cost! SHE HAS TO GIVE US A CHANCE TO RESOLVE PER THE INFO I SUBMITTED IN THE 1ST RESPONSE! As stated before the co-payment is payment to the warranty companyAs you can see with the customers Yelp post and the messages the customer is insulting by attacking Me and the plumberthanks! Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problemThey also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $if they were unable to fix the problem Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problemThey also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $if they were unable to fix the problem Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problemThey also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $if they were unable to fix the problem Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problemThey also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $if they were unable to fix the problem Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problemThey also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $if they were unable to fix the problem Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problemThey also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $if they were unable to fix the problem
Complaint: [redacted] I am rejecting this response because: I find it absolutely disturbing that it has taken this business almost two months to generate a somewhat professional response to a customer's legitimate complaintThe fact remains that days after [redacted] was unable to determine the cause, a different plumber was easily able to find and repair the leak in less than minutesNo circumstances changed in these two daysThe fact remains that due to the deception and contradictory statements that Maclin plumbing offered, I did not want them to do anymore work on my house due to their contradictory statements and inability to fix a simple plumbing repairCall it what you want to call it but this $co payment is paid to Maclin Plumbing not to the warranty companyI did not sign any contract with OHRP that if someone completely incompetent comes to a customers' home and 1) doesn't perform a service 2) then makes up refutable, contradictory statements trying to excuse themselves for their mistake that I would pay them for doing nothingNever with any company I have ever dealt with, has a company demanded I pay them if they were unable to perform the agreed upon serviceThey did not make a good faith effort to repair a simple plumbing problemThey did not make any effort to show they cared at all about their negligence until I filed a complaint From reading all of the other reviews of this company, talking down to their customers even when the customer is absolutely correct and performing sub par work in an untimely, unneccessary manner seems to be a themeReally I am not deeply concerned about getting my $dollars back aside from that this company does not deserve my honestly earned moneyWhat I am concerned about is that this company continues to do this to customersI do not understand how they can have an A+ Revdex.com rating when according to all of their online reviews, the overwhelming majority of customers are extremely dissatisfied with their experience Regards, [redacted]
RE: Complaint ID: [redacted] MacLin Plumbing Co., Incresponded to the above complaint from [redacted] via the Review/Complaints section onlineWe believe this complaint is in error, and we have tried to tell this customer there is a difference between a leak and a clog in the lineMr [redacted] has a home warranty contract with American Home Shield (AHS)He has a "co-pay" of $125, per the contract he signed with them, wherein any time he calls for a service provider to provide service or repairs, he must pay that amountThis charge is listed clearly in his contract, and that amount is due when a service provider knocks on his doorThe amount is due whether service is provided or not, per AHSOur company received a work order from American Home Shield 04/04/that said Mr [redacted] had a leak at his homeThe plumber, ***, went out on 04/13/and found that the commode was leaking at the baseMr [redacted] indicated he had had tile floors installed in the past, and as is often the case, the commode was not removed and reset at that timeBecause of the change in floors, the base wax ring under the commode had eroded over time, and the commode actually rocked back and forth when [redacted] made his initial inspectionHe explained to the customer that when the commode is not sitting flush on the floor, it allows water to seep in or out from the commode and wear away the wax seal ringUpon removing the commode, [redacted] also found this to be the caseBecause the toilet wasn't properly "set" when the tile floor was put in, the flange under the commode was too short, so [redacted] put on an extenderHe then provided a new, thicker wax bowl ring, which he set and placed the commode down over, and then he bolted the commode into placeFor all of this work, per his AHS contract, he paid $by credit card [redacted] then left the premisesWe received a second work order from AHS on 04/15/(Friday,) to return to Mr [redacted] 's home, wherein he said the commode now had a stoppageWe explained to Mr [redacted] that we were booked out, and that we were scheduling for Monday.Mr [redacted] insisted we bump somebody out of their time slot and give it to him, due to the fact he only had one bathroomAccording to the contract Mr [redacted] signed with AHS, they do not consider a toilet stoppage an emergency, despite the inconvenience such an issue might causeWe do not cancel on customers who already have appointments, so we called AHS to see if there was anything we could do for himAHS said no, that though they hoped we'd be able to expedite the call, that his contract does not allow cancelling another call in order to provide him serviceWe ARE required to service all AHS customers within a certain time frame, per OUR own contract with AHS, and that Monday's service date was acceptable by them because they don't consider it an emergencyAs such, they would not allow us to transfer the call back to them in order to receive service from another provider.Mr [redacted] says in his complaint that he had to pay somebody else $to come out, which indicates AHS DID NOT send another of its contractors to expedite the call in our placeWhile Mr [redacted] became angry with our Dispatcher, he became extremely belligerent and abusiveHe cursed and yelled and called our Dispatcher every name in the book, during which time MrRitter continued to try to help himIt was only after he posted a review on Yelp and submitted a second complaint that we learned that he says [redacted] incorrectly installed the new flangeUpon speaking with Mr [redacted] , he was told if he can submit proof to AHS that we made incorrect repairs, that they might determine it necessary to refund his $If that is the case, then after receiving proof of the claim, AHS will refund the Trade Call Fee if they find we were in error.We believe that Mr [redacted] should contact AHS, since his contract is with themIt would only be by convincing them he is due a refund that he can receive said refund.MacLin Plumbing Co., Incis not happy to know Mr [redacted] is not pleased with our serviceUnfortunately, he had a stoppage occur right after we were there, but that in no way means we caused itAlso, just because we were the service company AHS sent to his home doesn't mean that we are responsible for paying for the additional plumbing problems Mr [redacted] experienced
RE: Complaint ID: [redacted] MacLin Plumbing Co., Incresponded to the above complaint from [redacted] via the Review/Complaints section onlineWe believe the issues at hand are aimed at us in error, as we have tried to explain to the customerShe has also filed a complaint against us, regarding same, to the TX State Board of Plumbing ExaminersWe explained the process of the home warranty company contract under which we were hired, and tried to tell her the "Trade Call Fee" of $is between her and Old Republic Home Protection (ORHP)The contract she has with them stipulates how much money ORHP charges her to send a service provider to her residenceORHP also refers to this as her co-payShe owes that amount anytime she requests service and ORHP dispatches someone to answer her callThat amount is due whether OR NOT services are performed, per her contract that she signed with ORHPAt the time of service, [redacted] was sent to the customer's homeDuring his inspection he found no evidence of a leak, nor could he reproduce itAfter arriving at the residence, [redacted] first went outside to inspect the brick ledge, which was dry, indicating it wasn't a copper line leaking in the wallBack inside he tested the sinksHe filled and drained both sinks, inspecting the plumbing under both sides of the lavatory cabinetHe found a slight drip under the sink on the right side at the angle stop/hot sideThis wasn't dripping enough to be the source of the leak, so he tightened it, and proceeded to check for leaks on the drains under the sinks; he found none, nor any on the water linesThe only evidence of anything was a slight discoloration he saw on the kick plate along the front of the cabinet, which he attributed to cleaning product discoloration from mopping the floorThe customer's warranty plan won't allow service providers to cut holes in walls, sheetrock, cabinets, floors, ceilings, walls, etcWITHOUT EVIDENCE OF AN ACTIVE LEAK [redacted] told the husband that IF or WHEN the leak returned, to please notify ORHP immediatelyHe explained the warranty for this particular call was good for 60-days, and he'd gladly return AT NO CHARGE TO THE CUSTOMER.At that time, the customer's warranty policy would THEN allow [redacted] to cut into the area that evidenced the leakHowever, at THAT point, there was nothing else [redacted] could do for the homeowner.Ms [redacted] states in her second complaint that in our response to this particular section, that the other plumber had to cut into the cabinet in order to see/find the leakWhen [redacted] was there, everything was completely powder dryWithout the homeowner's word, he had no indication a leak even existed, so had he tried to call AUTHORIZATIONS for a denial, he wouldn't have known WHERE to start cuttingIt is not our policy for plumbers to "take wild guesses at the customer's expense" and start cutting up their walls or cabinets, looking for a leak that at the time was completely and totally "invisible." Surely, [redacted] cannot be blamed for being mindful of customer property (i.etheir home,) and take a saw to the bathroom "willy-nilly."In any event, he DID tell the husband that he would come back -AT NO CHARGE- IF or WHEN the leak returnedWhen the customer called back to reschedule because the leak had resurfaced, she was put on the schedule so [redacted] could go back out to the residenceThis did not happen, however, because the customer cancelled the call before the plumber had a chance to remedy the situation.We believe that any statements made publicly -as in what the customer posted online- that [redacted] is either incompetent or that MacLin Plumbing was out to "get more money" by dragging out the call, is simply not trueIt is neither in the customer's best interest, nor ours, to delay repairs or deliberately postpone fixing somethingWe would have sent [redacted] back out, a second time at our own expense, in order to find resolution for this customerSince she chose NOT to give us that opportunity, she spent additional monies by hiring a completely different company.As for the $75, we were ordered by ORHP to collect it, and if she feels she should get that contracted fee back, ORHP -as the contract holder- is whom she needs to contact to make that happen