At Jolly Plumbing it has always been a goal of ours to do everything in our power to assure that our customer is happyWe do this by being as fair as possible, and eliminating bias in our decision making Although we have done everything in our power to satisfy [redacted] ***, she seems to be one of the few customers in our year history, who we just cannot satisfy First, I would like to explain the two jobs that we completed for [redacted] on Feb17th: 1) [redacted] was having her upstairs hall bathroom remodeledShe hired a tile contractor to install new tile in the bathroomThe tile contractor pulled the toilet (a plumbing term that simply means unbolting and pulling it up off of the floor)The toilet in the bathroom was manufactured in When the tile contractor was finished, [redacted] contracted us, Jolly Plumbing, to reset the toiletThis job involves adding a wax ring, resetting and bolting the toilet to the floor, and tying it into the drain [redacted] had a wax ring on site that she preferred that we useUnfortunately, it was the wrong type, and we had to use a "Jumbo" wax ring out of our truckWe also purchased mortar mix, and clear caulk, to assure that the toilet was securely seated on the floor 2) [redacted] was also remodeling her master bathroomAs a part of the remodel, she bought a new shower valve and shower pan, and contracted us to install themAs part of the shower valve install, we used approximately 6ft of copper pipe, and some miscellaneous fittings [redacted] has disputed the amount of copper that we used in the installAs an industry standard, it is important to limit the amount of fittings in a piping system as much as possible because fittings have a greater likelihood to leak than areas of the pipe without fittingsWhen we installed the shower valve, we could have cut the shower valve out, installed four couplings (fittings) and then installed the new shower valveRather, we chose to install new pipe on the hot and cold side all the way to the shower valve itself, limiting the amounts of fittings, thus limiting the possibility of a leakAs part of the shower pan, we purchased and installed a 2" brass drain When our technician finished the job, he presented [redacted] with the bill for $She paid the bill with a [redacted] credit card The same night, [redacted] called and reported water around the base of the toilet, and a water spot on her kitchen ceiling beneath the toilet Our technician returned to the home the following day, Feb18thHe troubleshooted the issue and could not find the toilet leaking in any way On Feb18th, a different technician and I went to the home to troubleshoot furtherWe looked at the ceiling and found a water spot about the size of a fistWe also found that a seal going from the tank to the bowl of the toilet was corroded (common in older toilets, especially when they are pulled and reset and drained of water)The corroded seal in fact could have been the reason that the toilet leakedBecause we were not responsible for pulling the toilet, only resetting it, I did not feel that the broken seals on the old toilet were our issueIf it had been the wax ring or jonny bolts (which we installed) that had failed, I feel that it would have been our issue Nonetheless, to resolve the issue, and satisfy the customer, I told [redacted] that I would be willing to replace the entire guts of her toilet (seals, fluid master flush valve, flapper, and handle) and resolve the ceiling issueWe discussed the ceiling issue and she voiced that she would prefer that we cut a hole in the ceiling and repaint the entire kitchen ceilingI told her that we would prefer to paint the ceiling with stain blocking primer and matching paint I said I would discuss the issue with my restoration company and send them to her houseI fully intended to do so Meanwhile, [redacted] called and told our receptionist that she was disputing the charge with her credit card company and withdrawing the paymentShe said she would pay for the work when we completely fixed her ceilingAt Jolly Plumbing, we offer a year warranty on almost all of our work, including the work that we did for [redacted] ***As with most warranties, our warranty is only good if the work has been paid forBy withdrawing her payment, [redacted] has voided her warranty [redacted] has disputed our material charges for the completed job, stating that we charged her $for mortar mixPlease review the material receipts that I have attachedThe receipts do not include the copper pipe, copper fittings, or wax ring, because these materials were taken from the stock on our truckWe calculated our material cost with our standard markupIt is our company policy to charge the customer travel time for any time related to picking up miscellaneous parts that would not typically be stocked on a truckThese parts include things like mortar, and a 2" brass drain [redacted] has disputed our time on the jobWe had two technicians on the original job on Feb17thShe told them she would not pay for two guysIn an effort to satisfy the customer, we only charged her the rate for one technicianAlthough it is company practice to charge the customer travel time when running for parts [redacted] told our tech she would not pay for our travel time while fetching partsIn an effort to satisfy the customer our technician agreed not to charge her the travel timeA customer would have been charged for over man hours on this jobIn an effort to satisfy [redacted] we only charged her for one man for the hours and minutes that we were at the job, even though there were two men working, thus completing the job twice as fastNonetheless, [redacted] still disputed that we charged her for minutes longer than we were at the jobPlease review the attachment of the Fleetmatics GPS report showing the times that my technician was at her homeThe areas of concern are highlightedOur total time on the job was hours and minutesWe charged [redacted] for hours and minutes On February 3rd I reached out to [redacted] by emailPlease see our attached email conversationMy offer stands that if Mrs Day pays for the job, we will paint a 3’ X 3’ section of her ceiling with stain blocking paint and matching ceiling paintWe will not paint the entire ceiling After dealing with [redacted] and speaking with my technicians, I am very hesitant to send any more of my employees to her home Each employee that was on site complained of being verbally harassed over and over [redacted] mentioned that one of the technicians laughed in her faceThe technician admitted that he was so nervous and upset about the vulgar language and tone that she directed at him, that he nervously laughed and left the room I personally heard multiple conversations between my office staff and [redacted] ***, where she treated them very poorly and used terrible language which would not be appropriate to repeatWhen I spoke with her on the phone she spoke down to me and again used incredibly vulgar languageAgain, when I was at her home on February 18th I witnessed first-hand the poor character that she portrayed At Jolly plumbing, we make a commitment to treat our customers and employees with the utmost respectIt is difficult for me to justify sending one of my employees back to her home, because of our commitment to respecting our employeesNonetheless, if [redacted] agrees to pay us for the work, and withdraw the complaint, I will send someone to her home to paint a 3’ X 3’ square around the wet spot using stain killer primer and matching paintThanks in advance for your consideration in this matter - [redacted] Jolly- ###-###-#### / [redacted] Style Definitions */
Revdex.com spoke with the business and he stated that the customer wants her entire ceiling painted and the business offered to paid only the section that needed it. He stated that since the customer pulled the payment by her credit card company, it voids the warranty, so the will not be going back to do the repair since the work was not paid for.
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.
The reason why I got upset was because the one technician had an attitude and wanted me to pay while they drove around getting mortor which I didnt want to pay for 2 guys to be driving around town and then get lunch.When he gave me the bill I had a problem with them over charging me for material and extra 15 minutes which would equate to their 1 hour that they wanted the clock to still be ticking away.The one technician was very very rude and very condensending to me and laughed and asked me the same question 10 x if there was water on the floor? Yes, I know what water looks like and feels like and the ceiling stain was wet on the ceiling and stood there and said that is an old stain. No that was a New Wet stain from them putting the toilet on. The owner said Yes, that is a New water stain.I loved the guy that the owner came with the day they fixed the leak. He was very respectful and I was very nice. When you have alot of family deaths, and family emergencies and dealimg with contractors that are rude and laughing in your face, yes he pushed a button and I yelled. The tile guy and everyone I have talked to said they would be pissed and yell too!Then he just blew it off that the water leaked thru the walls to my kitchen ceiling.When you are expecting a company to come into your private home and do work and then pay almost $500 for work that should be $100 less and then to go upstairs 1 hour later and find water all over your newly tiled flood and then to come back home hours later after being out and see a water stain on your kitchen ceiling when you are not planning on painting 1 more thing, Yes a customer would be mad.Jolly plumbing is making excuses to not take care of the problem they created.I pulled the money to get their attention.The owner agreed to credit us for additional 15 minutes of an over charge and I will only pay for the material that he said was $62??I would have to look at the receipt.If they cant take care of fixing my ceiling then I wont pull it.It is really sad that a company doesnt do the right thing and his employee was so rude and condensending and they are just making excuses.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I pulled the money with [redacted] reversed the dispute & Jolly plumbing has $498.00 of my money in their pocket and they have had the money in their pocket for a few weeks now.Jolly Plumbing over charged us by $125 and we are left with a STAIN IN OUR KITCHEN CEILING!!!!!!!!!!!They are the worst company and I can NOT believe that there are companies out there that go to someones home and OVER-CHARGE them for 1 and then 2 cause a LEAK IN THE BATHROOM THAT GOES THROUGH THE WALL TO THE KITCHEN CEILING AND WONT FIX IT!!!!!!!!! Pathetic company for sure!!!!!!!
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and...
the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
At Jolly Plumbing it has always been a goal of ours to do
everything in our power to assure that our customer is happyWe do this by
being as fair as possible, and eliminating bias in our decision making
Although we have done everything in our power to satisfy [redacted], she
seems to
be one of the few customers in our year history, who we just cannot satisfy
First, I would like to explain the two jobs that we completed for [redacted] on
Feb17th:
1) [redacted] was having her upstairs hall bathroom remodeledShe hired a tile
contractor to install new tile in the bathroomThe tile contractor pulled the
toilet (a plumbing term that simply means unbolting and pulling it up off of
the floor)The toilet in the bathroom was manufactured in When the tile
contractor was finished, [redacted] contracted us, Jolly Plumbing, to reset the
toiletThis job involves adding a wax ring, resetting and bolting the toilet
to the floor, and tying it into the drain[redacted] had a wax ring on site that
she preferred that we useUnfortunately, it was the wrong type, and we had to
use a "Jumbo" wax ring out of our truckWe also purchased mortar
mix, and clear caulk, to assure that the toilet was securely seated on the
floor
2) [redacted] was also remodeling her master bathroomAs a part of the remodel,
she bought a new shower valve and shower pan, and contracted us to install
themAs part of the shower valve install, we used approximately 6ft of copper
pipe, and some miscellaneous fittings[redacted] has disputed the amount of
copper that we used in the installAs an industry standard, it is important to
limit the amount of fittings in a piping system as much as possible because
fittings have a greater likelihood to leak than areas of the pipe without
fittingsWhen we installed the shower valve, we could have cut the shower
valve out, installed four couplings (fittings) and then installed the new shower
valveRather, we chose to install new pipe on the hot and cold side all
the way to the shower valve itself, limiting the amounts of fittings, thus
limiting the possibility of a leakAs part of the shower pan, we purchased and
installed a 2" brass drain
When our technician finished the job, he presented [redacted] with the bill for
$She paid the bill with a [redacted] credit card
The same night, [redacted] called and reported water around the base of the
toilet, and a water spot on her kitchen ceiling beneath the toilet
Our technician returned to the home the following day, Feb18thHe
troubleshooted the issue and could not find the toilet leaking in any way
On Feb18th, a different technician and I went to the home to troubleshoot
furtherWe looked at the ceiling and found a water spot about the size of a
fistWe also found that a seal going from the tank to the bowl of the toilet
was corroded (common in older toilets, especially when they are pulled and
reset and drained of water)The corroded seal in fact could have been the
reason that the toilet leakedBecause we were not responsible for pulling the
toilet, only resetting it, I did not feel that the broken seals on the old
toilet were our issueIf it had been the wax ring or jonny bolts (which we
installed) that had failed, I feel that it would have been our issue
Nonetheless, to resolve the issue, and satisfy the customer, I told [redacted]
that I would be willing to replace the entire guts of her toilet (seals, fluid
master flush valve, flapper, and handle) and resolve the ceiling issueWe
discussed the ceiling issue and she voiced that she would prefer that we cut a
hole in the ceiling and repaint the entire kitchen ceilingI told her that we
would prefer to paint the ceiling with stain blocking primer and matching paint
I said I would discuss the issue with my restoration company and send them to
her houseI fully intended to do so
Meanwhile, [redacted] called and told our receptionist that
she was disputing the charge with her credit card company and withdrawing the
paymentShe said she would pay for the work when we completely fixed her
ceilingAt Jolly Plumbing, we offer a year warranty on almost all of our
work, including the work that we did for [redacted]As with most warranties, our
warranty is only good if the work has been paid forBy withdrawing her
payment, [redacted] has voided her warranty
[redacted] has disputed our material charges for the completed job, stating that
we charged her $for mortar mixPlease review the material receipts that I
have attachedThe receipts do not include the copper pipe, copper fittings, or
wax ring, because these materials were taken from the stock on our truckWe
calculated our material cost with our standard markupIt is our company policy
to charge the customer travel time for any time related to picking up
miscellaneous parts that would not typically be stocked on a truckThese parts
include things like mortar, and a 2" brass drain
[redacted] has disputed our time on the jobWe had two
technicians on the original job on Feb17thShe told them she
would not pay for two guysIn an effort to satisfy the customer, we only
charged her the rate for one technicianAlthough it is company practice to
charge the customer travel time when running for parts [redacted] told our tech
she would not pay for our travel time while fetching partsIn an effort to satisfy
the customer our technician agreed not to charge her the travel timeA
customer would have been charged for over man hours on this jobIn an effort
to satisfy [redacted] we only charged her for one man for the hours and minutes
that we were at the job, even though there were two men working, thus
completing the job twice as fastNonetheless, [redacted] still disputed that we
charged her for minutes longer than we were at the jobPlease review the
attachment of the Fleetmatics GPS report showing the times that my technician
was at her homeThe areas of concern are highlightedOur total time on the
job was hours and minutesWe charged [redacted] for hours and minutes
On February 3rd I reached out to [redacted] by
emailPlease see our attached email conversationMy offer stands that if Mrs
Day pays for the job, we will paint a 3' X 3' section of her ceiling with stain
blocking paint and matching ceiling paintWe will not paint the entire
ceiling
After dealing with [redacted] and speaking with my
technicians, I am very hesitant to send any more of my employees to her home
Each employee that was on site complained of being verbally harassed over and
over[redacted] mentioned that one of the technicians laughed in her faceThe
technician admitted that he was so nervous and upset about the vulgar language
and tone that she directed at him, that he nervously laughed and left the room
I personally heard multiple conversations between my office staff and [redacted],
where she treated them very poorly and used terrible language which would not
be appropriate to repeatWhen I spoke with her on the phone she spoke down to
me and again used incredibly vulgar languageAgain, when I was at her home on
February 18th I witnessed first-hand the poor character that she portrayed
At Jolly plumbing, we make a commitment to treat our customers and employees
with the utmost respectIt is difficult for me to justify sending one of my
employees back to her home, because of our commitment to respecting our
employeesNonetheless, if [redacted] agrees to pay us for the work, and withdraw
the complaint, I will send someone to her home to paint a 3' X 3' square around
the wet spot using stain killer primer and matching paintThanks in advance for your consideration in this matter - [redacted] Jolly- ###-###-####
At Jolly Plumbing it has always been a goal of ours to do everything in our power to assure that our customer is happyWe do this by being as fair as possible, and eliminating bias in our decision making Although we have done everything in our power to satisfy [redacted] ***, she seems to be one of the few customers in our year history, who we just cannot satisfy First, I would like to explain the two jobs that we completed for [redacted] on Feb17th: 1) [redacted] was having her upstairs hall bathroom remodeledShe hired a tile contractor to install new tile in the bathroomThe tile contractor pulled the toilet (a plumbing term that simply means unbolting and pulling it up off of the floor)The toilet in the bathroom was manufactured in When the tile contractor was finished, [redacted] contracted us, Jolly Plumbing, to reset the toiletThis job involves adding a wax ring, resetting and bolting the toilet to the floor, and tying it into the drain [redacted] had a wax ring on site that she preferred that we useUnfortunately, it was the wrong type, and we had to use a "Jumbo" wax ring out of our truckWe also purchased mortar mix, and clear caulk, to assure that the toilet was securely seated on the floor 2) [redacted] was also remodeling her master bathroomAs a part of the remodel, she bought a new shower valve and shower pan, and contracted us to install themAs part of the shower valve install, we used approximately 6ft of copper pipe, and some miscellaneous fittings [redacted] has disputed the amount of copper that we used in the installAs an industry standard, it is important to limit the amount of fittings in a piping system as much as possible because fittings have a greater likelihood to leak than areas of the pipe without fittingsWhen we installed the shower valve, we could have cut the shower valve out, installed four couplings (fittings) and then installed the new shower valveRather, we chose to install new pipe on the hot and cold side all the way to the shower valve itself, limiting the amounts of fittings, thus limiting the possibility of a leakAs part of the shower pan, we purchased and installed a 2" brass drain When our technician finished the job, he presented [redacted] with the bill for $She paid the bill with a [redacted] credit card The same night, [redacted] called and reported water around the base of the toilet, and a water spot on her kitchen ceiling beneath the toilet Our technician returned to the home the following day, Feb18thHe troubleshooted the issue and could not find the toilet leaking in any way On Feb18th, a different technician and I went to the home to troubleshoot furtherWe looked at the ceiling and found a water spot about the size of a fistWe also found that a seal going from the tank to the bowl of the toilet was corroded (common in older toilets, especially when they are pulled and reset and drained of water)The corroded seal in fact could have been the reason that the toilet leakedBecause we were not responsible for pulling the toilet, only resetting it, I did not feel that the broken seals on the old toilet were our issueIf it had been the wax ring or jonny bolts (which we installed) that had failed, I feel that it would have been our issue Nonetheless, to resolve the issue, and satisfy the customer, I told [redacted] that I would be willing to replace the entire guts of her toilet (seals, fluid master flush valve, flapper, and handle) and resolve the ceiling issueWe discussed the ceiling issue and she voiced that she would prefer that we cut a hole in the ceiling and repaint the entire kitchen ceilingI told her that we would prefer to paint the ceiling with stain blocking primer and matching paint I said I would discuss the issue with my restoration company and send them to her houseI fully intended to do so Meanwhile, [redacted] called and told our receptionist that she was disputing the charge with her credit card company and withdrawing the paymentShe said she would pay for the work when we completely fixed her ceilingAt Jolly Plumbing, we offer a year warranty on almost all of our work, including the work that we did for [redacted] ***As with most warranties, our warranty is only good if the work has been paid forBy withdrawing her payment, [redacted] has voided her warranty [redacted] has disputed our material charges for the completed job, stating that we charged her $for mortar mixPlease review the material receipts that I have attachedThe receipts do not include the copper pipe, copper fittings, or wax ring, because these materials were taken from the stock on our truckWe calculated our material cost with our standard markupIt is our company policy to charge the customer travel time for any time related to picking up miscellaneous parts that would not typically be stocked on a truckThese parts include things like mortar, and a 2" brass drain [redacted] has disputed our time on the jobWe had two technicians on the original job on Feb17thShe told them she would not pay for two guysIn an effort to satisfy the customer, we only charged her the rate for one technicianAlthough it is company practice to charge the customer travel time when running for parts [redacted] told our tech she would not pay for our travel time while fetching partsIn an effort to satisfy the customer our technician agreed not to charge her the travel timeA customer would have been charged for over man hours on this jobIn an effort to satisfy [redacted] we only charged her for one man for the hours and minutes that we were at the job, even though there were two men working, thus completing the job twice as fastNonetheless, [redacted] still disputed that we charged her for minutes longer than we were at the jobPlease review the attachment of the Fleetmatics GPS report showing the times that my technician was at her homeThe areas of concern are highlightedOur total time on the job was hours and minutesWe charged [redacted] for hours and minutes On February 3rd I reached out to [redacted] by emailPlease see our attached email conversationMy offer stands that if Mrs Day pays for the job, we will paint a 3’ X 3’ section of her ceiling with stain blocking paint and matching ceiling paintWe will not paint the entire ceiling After dealing with [redacted] and speaking with my technicians, I am very hesitant to send any more of my employees to her home Each employee that was on site complained of being verbally harassed over and over [redacted] mentioned that one of the technicians laughed in her faceThe technician admitted that he was so nervous and upset about the vulgar language and tone that she directed at him, that he nervously laughed and left the room I personally heard multiple conversations between my office staff and [redacted] ***, where she treated them very poorly and used terrible language which would not be appropriate to repeatWhen I spoke with her on the phone she spoke down to me and again used incredibly vulgar languageAgain, when I was at her home on February 18th I witnessed first-hand the poor character that she portrayed At Jolly plumbing, we make a commitment to treat our customers and employees with the utmost respectIt is difficult for me to justify sending one of my employees back to her home, because of our commitment to respecting our employeesNonetheless, if [redacted] agrees to pay us for the work, and withdraw the complaint, I will send someone to her home to paint a 3’ X 3’ square around the wet spot using stain killer primer and matching paintThanks in advance for your consideration in this matter - [redacted] Jolly- ###-###-#### / [redacted] Style Definitions */
Revdex.com spoke with the business and he stated that the customer wants her entire ceiling painted and the business offered to paid only the section that needed it. He stated that since the customer pulled the payment by her credit card company, it voids the warranty, so the will not be going back to do the repair since the work was not paid for.
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.
The reason why I got upset was because the one technician had an attitude and wanted me to pay while they drove around getting mortor which I didnt want to pay for 2 guys to be driving around town and then get lunch.When he gave me the bill I had a problem with them over charging me for material and extra 15 minutes which would equate to their 1 hour that they wanted the clock to still be ticking away.The one technician was very very rude and very condensending to me and laughed and asked me the same question 10 x if there was water on the floor? Yes, I know what water looks like and feels like and the ceiling stain was wet on the ceiling and stood there and said that is an old stain. No that was a New Wet stain from them putting the toilet on. The owner said Yes, that is a New water stain.I loved the guy that the owner came with the day they fixed the leak. He was very respectful and I was very nice. When you have alot of family deaths, and family emergencies and dealimg with contractors that are rude and laughing in your face, yes he pushed a button and I yelled. The tile guy and everyone I have talked to said they would be pissed and yell too!Then he just blew it off that the water leaked thru the walls to my kitchen ceiling.When you are expecting a company to come into your private home and do work and then pay almost $500 for work that should be $100 less and then to go upstairs 1 hour later and find water all over your newly tiled flood and then to come back home hours later after being out and see a water stain on your kitchen ceiling when you are not planning on painting 1 more thing, Yes a customer would be mad.Jolly plumbing is making excuses to not take care of the problem they created.I pulled the money to get their attention.The owner agreed to credit us for additional 15 minutes of an over charge and I will only pay for the material that he said was $62??I would have to look at the receipt.If they cant take care of fixing my ceiling then I wont pull it.It is really sad that a company doesnt do the right thing and his employee was so rude and condensending and they are just making excuses.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I pulled the money with [redacted] reversed the dispute & Jolly plumbing has $498.00 of my money in their pocket and they have had the money in their pocket for a few weeks now.Jolly Plumbing over charged us by $125 and we are left with a STAIN IN OUR KITCHEN CEILING!!!!!!!!!!!They are the worst company and I can NOT believe that there are companies out there that go to someones home and OVER-CHARGE them for 1 and then 2 cause a LEAK IN THE BATHROOM THAT GOES THROUGH THE WALL TO THE KITCHEN CEILING AND WONT FIX IT!!!!!!!!! Pathetic company for sure!!!!!!!
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and...
the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
At Jolly Plumbing it has always been a goal of ours to do
everything in our power to assure that our customer is happyWe do this by
being as fair as possible, and eliminating bias in our decision making
Although we have done everything in our power to satisfy [redacted], she
seems to
be one of the few customers in our year history, who we just cannot satisfy
First, I would like to explain the two jobs that we completed for [redacted] on
Feb17th:
1) [redacted] was having her upstairs hall bathroom remodeledShe hired a tile
contractor to install new tile in the bathroomThe tile contractor pulled the
toilet (a plumbing term that simply means unbolting and pulling it up off of
the floor)The toilet in the bathroom was manufactured in When the tile
contractor was finished, [redacted] contracted us, Jolly Plumbing, to reset the
toiletThis job involves adding a wax ring, resetting and bolting the toilet
to the floor, and tying it into the drain[redacted] had a wax ring on site that
she preferred that we useUnfortunately, it was the wrong type, and we had to
use a "Jumbo" wax ring out of our truckWe also purchased mortar
mix, and clear caulk, to assure that the toilet was securely seated on the
floor
2) [redacted] was also remodeling her master bathroomAs a part of the remodel,
she bought a new shower valve and shower pan, and contracted us to install
themAs part of the shower valve install, we used approximately 6ft of copper
pipe, and some miscellaneous fittings[redacted] has disputed the amount of
copper that we used in the installAs an industry standard, it is important to
limit the amount of fittings in a piping system as much as possible because
fittings have a greater likelihood to leak than areas of the pipe without
fittingsWhen we installed the shower valve, we could have cut the shower
valve out, installed four couplings (fittings) and then installed the new shower
valveRather, we chose to install new pipe on the hot and cold side all
the way to the shower valve itself, limiting the amounts of fittings, thus
limiting the possibility of a leakAs part of the shower pan, we purchased and
installed a 2" brass drain
When our technician finished the job, he presented [redacted] with the bill for
$She paid the bill with a [redacted] credit card
The same night, [redacted] called and reported water around the base of the
toilet, and a water spot on her kitchen ceiling beneath the toilet
Our technician returned to the home the following day, Feb18thHe
troubleshooted the issue and could not find the toilet leaking in any way
On Feb18th, a different technician and I went to the home to troubleshoot
furtherWe looked at the ceiling and found a water spot about the size of a
fistWe also found that a seal going from the tank to the bowl of the toilet
was corroded (common in older toilets, especially when they are pulled and
reset and drained of water)The corroded seal in fact could have been the
reason that the toilet leakedBecause we were not responsible for pulling the
toilet, only resetting it, I did not feel that the broken seals on the old
toilet were our issueIf it had been the wax ring or jonny bolts (which we
installed) that had failed, I feel that it would have been our issue
Nonetheless, to resolve the issue, and satisfy the customer, I told [redacted]
that I would be willing to replace the entire guts of her toilet (seals, fluid
master flush valve, flapper, and handle) and resolve the ceiling issueWe
discussed the ceiling issue and she voiced that she would prefer that we cut a
hole in the ceiling and repaint the entire kitchen ceilingI told her that we
would prefer to paint the ceiling with stain blocking primer and matching paint
I said I would discuss the issue with my restoration company and send them to
her houseI fully intended to do so
Meanwhile, [redacted] called and told our receptionist that
she was disputing the charge with her credit card company and withdrawing the
paymentShe said she would pay for the work when we completely fixed her
ceilingAt Jolly Plumbing, we offer a year warranty on almost all of our
work, including the work that we did for [redacted]As with most warranties, our
warranty is only good if the work has been paid forBy withdrawing her
payment, [redacted] has voided her warranty
[redacted] has disputed our material charges for the completed job, stating that
we charged her $for mortar mixPlease review the material receipts that I
have attachedThe receipts do not include the copper pipe, copper fittings, or
wax ring, because these materials were taken from the stock on our truckWe
calculated our material cost with our standard markupIt is our company policy
to charge the customer travel time for any time related to picking up
miscellaneous parts that would not typically be stocked on a truckThese parts
include things like mortar, and a 2" brass drain
[redacted] has disputed our time on the jobWe had two
technicians on the original job on Feb17thShe told them she
would not pay for two guysIn an effort to satisfy the customer, we only
charged her the rate for one technicianAlthough it is company practice to
charge the customer travel time when running for parts [redacted] told our tech
she would not pay for our travel time while fetching partsIn an effort to satisfy
the customer our technician agreed not to charge her the travel timeA
customer would have been charged for over man hours on this jobIn an effort
to satisfy [redacted] we only charged her for one man for the hours and minutes
that we were at the job, even though there were two men working, thus
completing the job twice as fastNonetheless, [redacted] still disputed that we
charged her for minutes longer than we were at the jobPlease review the
attachment of the Fleetmatics GPS report showing the times that my technician
was at her homeThe areas of concern are highlightedOur total time on the
job was hours and minutesWe charged [redacted] for hours and minutes
On February 3rd I reached out to [redacted] by
emailPlease see our attached email conversationMy offer stands that if Mrs
Day pays for the job, we will paint a 3' X 3' section of her ceiling with stain
blocking paint and matching ceiling paintWe will not paint the entire
ceiling
After dealing with [redacted] and speaking with my
technicians, I am very hesitant to send any more of my employees to her home
Each employee that was on site complained of being verbally harassed over and
over[redacted] mentioned that one of the technicians laughed in her faceThe
technician admitted that he was so nervous and upset about the vulgar language
and tone that she directed at him, that he nervously laughed and left the room
I personally heard multiple conversations between my office staff and [redacted],
where she treated them very poorly and used terrible language which would not
be appropriate to repeatWhen I spoke with her on the phone she spoke down to
me and again used incredibly vulgar languageAgain, when I was at her home on
February 18th I witnessed first-hand the poor character that she portrayed
At Jolly plumbing, we make a commitment to treat our customers and employees
with the utmost respectIt is difficult for me to justify sending one of my
employees back to her home, because of our commitment to respecting our
employeesNonetheless, if [redacted] agrees to pay us for the work, and withdraw
the complaint, I will send someone to her home to paint a 3' X 3' square around
the wet spot using stain killer primer and matching paintThanks in advance for your consideration in this matter - [redacted] Jolly- ###-###-####
We have contacted Mr. [redacted] and resolved the issue. - Brady J[redacted]CEOJolly Plumbing