Mimmie's Learning Academy

Hello,We have been in contact with our customer [redacted] @ [redacted] [redacted] a number of times in attempt to resolve this issue. Unfortunately Mr [redacted] has elected to not do the repairs necessary to fix his issue. Here is a statement from our plumbing manager in which he...

explains the work performed and our attempt to resolve...We were initially called out to look at a leak under a kitchen sink on 7/15/2016.  Our technician found a very dilapidated condition under the sink with numerous piping leaks within the cabinet that were causing damage to the cabinet. Our technician presented a menu of options that ranged in price.  The technician explained that any one of the options would take care of the known piping problems and that the more money spent would result in more time being spent on the work, additional piping being replaced, and the warranty on the work to be extended.  The lowest price would have covered the bare minimum amount of work it took to stop the known leaks.  The customer selected the Platinum option with means that we replaced all piping under the sink as well as a fair amount of piping under the floor (in the basement ceiling).  When the technician was done, 100% of the water piping, drain piping, and emergency stops were replaced inside the cabinet was replaced inside the cabinet as well as about 5 feet of water piping and drain piping was replaced under the floor was well.   On 7/28 we were called back to the home for additional water appearing under the kitchen cabinet.  The technician found additional leaks associated with the poor condition of the existing garbage disposal and existing kitchen sink itself.  These items weren't known to be leaking in the prior visit because the known piping leaks were so severe that they masked the leaks coming from the fixtures.  We instructed the customers that they would need to purchase new fixtures and that we can return to install whatever they purchased.  It was at this time that we informed them that there would be additional charges for this work.  The customer took objection to this news.We explained that if we had found the fixture leaks on the initial visit, the initial repair pricing would have taken the additional work needed into consideration and would have been elevated.  Our initial pricing was for under-sink piping only and did not include fixture replacement.  The customer believes that they can continue to call us out for any repair needed on the entire kitchen sink assembly and that it would be covered under some form of prepaid coverage.  We have tirelessly explained that the 2-year warranty covers the work we performed on the piping alone.  We can't warranty work that we didn't do.  ...The complaint that was sent to us from Revdex.com reads confusing as if we sold them some sort of plan? We have supplied them a detailed invoice that explains what the repair includes. For them to ask for us to do a great deal of additional work and to ask for an entire refund is unreasonable. We have done our best to resolve this issue.Please confirm that you have received this email and if this is sufficient for your records?Thank you[redacted]  |  Marketing Manager