Dear [redacted], Please let me explain the $70 you were charged. Your original call to us was taken by usprior to 7am Wednesday April 22nd. I promptly called you back, a little after 7 am to confirm the issue youwere having, explain our $35 service fee, and check your...
availability. You explained that you had taken off work andneeded service that day. Rearranging ourschedule to recognize your emergent need, we had a service technician to yourhome by 10:30 am. [redacted] the servicetechnician at your home, quoted our $140 leak search fee to you. But he soon realized this might not be a leakat all after seeing a soaked bath mat and an explanation of a son taking anearly morning shower. [redacted], who our GPSreport confirms was onsite closer to 45 minutes, only charged $70 afterrecognizing this was most likely not a pipe leaking. At your request, he removed an access paneland saw no water on the water lines. Given what he was seeing at your home, there would be no reason to cutinto walls/ceilings to search for a leak. This scenario would be much costlier and with a similar result offinding no leaks. While you may think [redacted] didn’t do much work, there was quitea bit going on behind the scenes to make sure we got to you, on a day you tookoff work for your plumbing emergency. This is the nature of our business, and we intend to stay in business,that is why we must charge you money when we work at your home. To further explain our $70 charge, we are a licensed,bonded, and insured. We pay our employees a livable wage. We pay for each of our employee’s benefitsincluding family plans when needed. Furthermore, we issued a refundafter leaving a message and not hearing back from you. [redacted], if you have any furtherquestions or concerns please feel free to call me.[redacted]
Sincerely,Lois Zins
Dear [redacted], Please let me explain the $70 you were charged. Your original call to us was taken by usprior to 7am Wednesday April 22nd. I promptly called you back, a little after 7 am to confirm the issue youwere having, explain our $35 service fee, and check your...
availability. You explained that you had taken off work andneeded service that day. Rearranging ourschedule to recognize your emergent need, we had a service technician to yourhome by 10:30 am. [redacted] the servicetechnician at your home, quoted our $140 leak search fee to you. But he soon realized this might not be a leakat all after seeing a soaked bath mat and an explanation of a son taking anearly morning shower. [redacted], who our GPSreport confirms was onsite closer to 45 minutes, only charged $70 afterrecognizing this was most likely not a pipe leaking. At your request, he removed an access paneland saw no water on the water lines. Given what he was seeing at your home, there would be no reason to cutinto walls/ceilings to search for a leak. This scenario would be much costlier and with a similar result offinding no leaks. While you may think [redacted] didn’t do much work, there was quitea bit going on behind the scenes to make sure we got to you, on a day you tookoff work for your plumbing emergency. This is the nature of our business, and we intend to stay in business,that is why we must charge you money when we work at your home. To further explain our $70 charge, we are a licensed,bonded, and insured. We pay our employees a livable wage. We pay for each of our employee’s benefitsincluding family plans when needed. Furthermore, we issued a refundafter leaving a message and not hearing back from you. [redacted], if you have any furtherquestions or concerns please feel free to call me.[redacted]
Sincerely,Lois Zins