Magic Plumbing

WONDERFUL SERVICE FROM START TO FINISH[redacted] WAS VERY HELPFUL AND [redacted] DID A GREAT JOB ,ABOVE AND BEYOND .HAPPY,HAPPY,HAPPY

To Whom It May Concern,This is in response to [redacted] claim # [redacted] I will address the issues the Mr[redacted] claims below.Complaint: Problem occurred 11/6/15.Answer: AgreedComplaint: Problems with plumbing installation and merchandise.Answer: Problem in NOT with installationThe problem is with the garbage disposalItmay or may not be defectiveHowever, the garbage disposal is provided by the builder, HubbleHomes and NOT Magic Plumbing.Complaint: No response from plumbing company for resolution.Answer: We have full time staff members that are in our office from 7:00am to 5:00pm.We have a fully automated phone system that allows our clients to reach anyone on thedirectory and they can leave a message on the main line alsoI have contacted every staffmember and they have talked to Mr [redacted] Jessica talked to Mr [redacted] on 12/21/15about this issue.Complaint: I haven't heard back from this company in almost months.Answer: The problem occurred on November 6thAt the time the Complaint was filed withthe Revdex.com on December 21, only six weeks had past from the time of the issue occurring, letalone communication with Magic Plumbing.Response: Magic Plumbing has not been contacted by Mr [redacted] on the dates asindicatedMagic Plumbing has directed Mr [redacted] to contact Hubble Homes to open a WorkOrder claim through themThis is a requirement that Hubble Homes places on all of the subcontractorsthat work with them, including Magic PlumbingThis allows Hubble Home the abilityto track any issues that pertain to each home and their clientsAdditionally, Hubble Homesprovjded the garbage disposal that we installIf the garbage disposal is defective, HubbleHomes will have to provide a disposal for us to replace it withAs you can see, we are notwilling to help out Mr [redacted] and stand behind our warranty.Expectation: Mr [redacted] must do as directed and contact Hubble Homes and begin a claimwith them.Erin W [redacted] Owner - Magic Plumbing

Initial Business Response / [redacted] (1000, 8, 2015/09/16) */ This is the second time responding to this complaint as the customer also filed with Angie's ListFor the record, I already sent a $check to the customer as a counter offer to his request for a refundThat is all Magic Plumbing is willing to offer refundI will paste below the letter I submitted to Angie's List in response to this complaint, but first want to reiterate the most important aspect of this complaint that makes it unjustified, at least in the eyes of the service provider Magic Plumbing was called out to inspect a leak, which we did, and did in fact find a plumbing leakWe charged for our time and leftweeks later the customer calls back to say we never fixed the problemThis is the basis for our stance on the complaintWhy would it take weeks for a customer to call us back about a leak we were looking for that wasn't found? It would seem a call for this leak would have happened shortly after our visit if this leak was still presentInstead, the call for a return trip is make almost months laterUpon receiving the call from Mr [redacted] it was simply stated that I make no promises of any warranty or refunding of money but would take into consideration monies already spentHowever, before making any determinations a technician needed to see what was going on so we could move forward with a solutionMagic Plumbing was never afforded the opportunity A more detailed account of the interaction between myself and the customer is detailed below in the letter I submitted to Angie's ListPlease bear in mind this letter was written on 8/17/and since then I have refunded $to the customer In response to Mr [redacted] 's complaint, Magic Plumbing will not honor the request for a refundThe reasoning behind this decision is described in detail below A leak search in itself is a billable serviceIt promises no resolution or repair, simply expertise and time spent looking for a leak sourceIn this instance, we were called out to investigate a leak from the dishwasher into the garageWe ran the dishwasher, and the kitchen sink, and the ice maker on the fridge, and all fixtures on both the 2nd and 3rd floors before finding a leak from a crack around the tub that needed to be caulkedWe were not able to produce any other leaks so it was assumed our job was completeWe charged $which was paid by Mr [redacted] without any complaintThis was on May 12th On July 28th, well over two months from our initial visit, we receive a call from Mr [redacted] who inquires as to our warrantyI tell him that a leak search is not a repair but a service and doesn't carry a warrantyHe announces there is still a leak and we didn't fix the problemI acknowledge that we didn't fix the problem because we didn't find a problem, other than the tub crack which he fixed himselfI offered to send another technician back to investigate further, he asked me if there would be another chargeI told him it all depended on how the visit unfolded but that I would be fair and of course would take into consideration the $he had already spentThough sympathetic to the fact there had been money already invested, a leak we investigated ten weeks ago that seemingly has returned does not make us responsible for the leak After a bit of back and forth trying to explain my position on the matter, Mr [redacted] asked if we can open a wall and fix a leaking drain line because he seemed to have determined where the problem wasI said yes, of courseHe asked how much it would costI told him there was no way for me to price a job without having a technician see it firstMr [redacted] insisted I provide a price so I said gave him my best guess of $Again, there is no logical way for me, the service manager-not even a technician, to price a job site unseen, but I did anyway against my better judgmentInsisting I credit back the original $of the repair, I agreed to discount the service $Admittedly, I backed off of that promise instead offering 10% discount, but again reiterated that I would be more than fair and just wanted to fix the issueMr [redacted] agreed to have a technician stop by the following day The next morning, before the schedule time, Mr [redacted] cancelled the appointmentI later learned by reading his review he hired another company who completed the repair for less than I quotedI'm certainly glad the problem was resolved though comparing the price to my site-unseen quote is a bit unfair and should not be an indictment on my company's integrity In the end, it's unfortunate this situation escalated to the level it hasIf Magic Plumbing was afforded the opportunity to return and further investigate the leak, I'm confident a resolution to Mr [redacted] 's satisfaction would have been reachedIt is never our intent to leave customers dissatisfied and we go to great lengths to ensure this doesn't happenAs an Angie's List customer, there should have been a 5% discount applied to the service which was notI will gladly mail a check for the difference to Mr [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Angie's List advised me to contact Revdex.com The $was never offered and I am not accepting $ Here is why: I hired them to fix the leak, not to detect itI specifically asked the dispatcher if they were equipped to open up walls and deal with old cast iron pipes When their technician arrived in May he would not open up the wall and that's the crux of the matter - they did not do what they were asked to do Instead the serviceman spent a long time looking for an alternative cause and unfortunately was able to find it - he blamed cracks in bathroom calking for the leak Though I was doubtful, I had no proof that he was wrong, so I paid Once I saw the pipe being replaced by another provider, it became clear to me that I paid Magic Plumbing $for nothing Final Business Response / [redacted] (4000, 15, 2015/10/09) */ After careful consideration, Magic Plumbing is standing by it's decision and will not be offering a refundIt is always in our best interest to fulfill our customer's expectations, and this instance was no differentIf afforded the opportunity I'm confident Magic Plumbing would have resolved the issue to the customer's satisfaction, however that was not the caseIt took nearly three months for the customer to advise Magic Plumbing the leak we were originally looking for was still presentAfter making an appointment to have our technician come back out the customer decided to cancel and chose to hire another companyWe respect the customer's decision as sometimes its best to explore other optionsI hope our decision can be respected as well Final Consumer Response / [redacted] (4200, 17, 2015/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Magic Plumbing have not offered any solution They seem to try and subvert the Revdex.com dispute resolution process with verbose vacuous statements

on time and did the job in a professional manner

To Whom It May Concern, This is in response to *** *** claim# ***I will address the issues the Mr*** claims belowComplaint: My house was built in Answer: The home was completed on November 29, Complaint: Several attempts were made to contact Magic Plumbing with no
success
Answer: We have full time staff members that are in our office from 7:00am to 5:00pmWe have a fully automated phone system that allows our clients to reach anyone on the directory and they can leave a message on the main line alsoI have contacted every staff member and they have not received any message from Mr***Mr *** claims "I left several messages for the sales rep and never received a return call"Why doesn't Mr*** leave the "sales rep's" name in this complaint to the Revdex.com? Perhaps because he never contacted oneComplaint: My builder informed me that due to the issues they had with Magic Plumbing that they no longer used themAnswer: The reason why Eaglewood Homes (Builder of Mr*** home) does not do work with Magic Plumbing anymore is because Magic Plumbing no longer does work in Twin FallsThere were no problems with quality or workmanship but rather Magic Plumbing no longer travel to Twin Falls for new construction homesHowever, we do still service our clients that have existing warrantiesComplaint: He gave me his contact guy with Magic Plumbing and I called that guy and left a messageNOBODY RETURNED MY CALLS!! Answer: The reason Mr*** didn't receive a call back was probably because he called an employee's personal phone who no longer works for Magic Plumbing, instead of calling the office phone numberComplaint: if the pump was not under warranty, that we would have to pay the $for a new pumpAnswer: The liberty pump has a year warrantyThe clip below is from the Liberty website ( www.libertypumps.com) and clearly shows that there is a three (3) year warranty, which would expire on 11/29/Obviously the "local plumber" that was contacted by Mr*** does not have good product knowledge of Liberty Pumps
Response: Magic Plumbing has not been contacted by Mr***Magic Plumbing will not pay $for services to fix the sump pumpMagic Plumbing will not pay $for a pump that is still under warrantyMagic Plumbing's warranty is one-year from the final date of work performed, which is industry standard for all sub-contractorsOn said date of suspected pump failure, Magic Plumbing's warranty had already been expired by one yearMagic Plumbing will respond to any future plumbing issues, given a phone call is made to our office numberIf said pump is "bad" as indicated by Mr***, this in no way incriminates Magic Plumbing as installing the pump incorrectMagic Plumbing corrected prior over-flow, hot/cold issue and hose bib leak without invoicing Mr***, demonstrating that Magic Plumbing did indeed meet Mr***'s request to warranty our products and installation for the warranty durationExpectation: Mr*** and the Revdex.com accept this explanation as true and accurate or respond to Magic Plumbing within days of emailed receipt as to reasons whyAny final posting on the Revdex.com website without Magic Plumbing's response will be considered slander and will be addressed by Magic Plumbing's legal counsel
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

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 complaint.  For your reference, details of the offer I reviewed appear below. I am going to respond to each complaint that Mr W[redacted] replied to.
Complaint #1- Seems like we both agree that my house was completed in 2013.
Complaint #2- My first call to CHRIS at Magic Plumbing (option 2 on the automated calling system) was on november 27th at 9:58 am, at which point I left a detailed message.  I called again on November 30th- the first at 12:32 pm with no message left and again at 2:01 pm with a message left again. I called again on Dec 1st at 10:18 am with no message left. At 10:19 I called and left a message with PETE, the contact that my builder had used in the past. I have the dates and times of the phone calls still in my cell phone call log. Clearly this more than enough of a valid attempt at contacting Magic Plumbing. Complaint #3- I had several problems with Magic Plumbing's workmanship on my new home that required several visits to fix. 
Complaint #4- Unsure if "PETE" whom I did call is still an employee with Magic Plumbing. Of note, there is a PETE as one of the options on the automated calling system at Magic Plumbing. I am assuming this is the same person.
Complaint #5- The information and website about liberty pumps that you shared is neat and informative, but unfortunately Magic Plumbing's plumber installed a Zoeller pump in my house.  I know this due to the fact I was standing next to the plumber whom I had called to come fix the pump. When he removed the sump pump, he identified it as a Zoeller. So if Magic Plumbing's  records indicate that a Liberty pump was installed, yet Magic Plumbing's plumber installed a Zoeller, this is concerning to say the least.
Response- The sump pump was found to be out of date warranty by a Zoeller rep at Robertson's plumbing in Twin Falls, where the pump was taken to. Robertson's indicated that if Magic Plumbing would provide the original sales receipt for the pump, that the warranty was still probably good (as the pump has been installed for less than 3 years).  I feel that having Magic Plumbing submit the original receipt for the Zoeller pump that their plumber installed to Robertson's in Twin Falls would be a resolution of this matter and I would then consider the matter closed. It is my hope that Magic Plumbing would be willing to provide the information needed to help resolve this matter.
Regards,[redacted]

To Whom It May Concern,This is in response to [redacted] claim # [redacted]. I will address the issues the Mr.[redacted] claims below.Complaint: Problem occurred 11/6/15.Answer: AgreedComplaint: Problems with plumbing installation and merchandise.Answer: Problem in NOT with installation. The problem...

is with the garbage disposal. Itmay or may not be defective. However, the garbage disposal is provided by the builder, HubbleHomes and NOT Magic Plumbing.Complaint: No response from plumbing company for resolution.Answer: We have 7 full time staff members that are in our office from 7:00am to 5:00pm.We have a fully automated phone system that allows our clients to reach anyone on thedirectory and they can leave a message on the main line also. I have contacted every staffmember and they have talked to Mr. [redacted]. Jessica talked to Mr. [redacted] on 12/21/15about this issue.Complaint: I haven't heard back from this company in almost 2 months.Answer: The problem occurred on November 6th. At the time the Complaint was filed withthe Revdex.com on December 21, only six weeks had past from the time of the issue occurring, letalone communication with Magic Plumbing.Response: Magic Plumbing has not been contacted by Mr. [redacted] on the dates asindicated. Magic Plumbing has directed Mr. [redacted] to contact Hubble Homes to open a WorkOrder claim through them. This is a requirement that Hubble Homes places on all of the subcontractorsthat work with them, including Magic Plumbing. This allows Hubble Home the abilityto track any issues that pertain to each home and their clients. Additionally, Hubble Homesprovjded the garbage disposal that we install. If the garbage disposal is defective, HubbleHomes will have to provide a disposal for us to replace it with. As you can see, we are notwilling to help out Mr. [redacted] and stand behind our warranty.Expectation: Mr. [redacted] must do as directed and contact Hubble Homes and begin a claimwith them.Erin W[redacted]Owner - Magic Plumbing