Motorcars of Canton

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.This response does not address my complaint whatsoeverThe merchant states that they attempted to contact me to issue a dollar refund, that statement is falseI did not hear from the merchant since I the initial business transaction which happened in NovemberI am still out dollars for an incomplete job which another company performedThis company did not address their unprofessional behavior which includes smoking on my property and making nasty comments about my dog being electrecuted by his invisible fence.
Regards,
*** ***

Ms*** is now claiming that a second plumbing company explained to her that we cleared her drains from the wrong end of her main sewer lineThere's a few things that I find problematic here.1) I looked at the attached invoice from *** *** stating they cleared her blockage in minutesIt
doesn't say, "In our professional opinion, A-Z Plumbing performed faulty plumbing services." It doesn't say that we snaked her drain from the "wrong side" and it doesn't say anything about the downspout drains that we worked onWhat another plumbing company "told" Ms*** has no relevanceWe are a licensed plumbing company and we know what we are doingFor a lay person to come and say to a professional "you did it wrong" is a little absurdAnd for the record, when clearing a main line, the correct area to start from is the end because when you clear the front without clearing the back, the refuse that's left behind comes back into the main, sometimes clogging it again2) In any case, and regardless to what *** *** did or found at her property, we jetted her downspoutsDownspouts are part of the storm sewer systemThey are NOT part of the main sanitary system (the sanitary is sewer and the storm is rain water)She is claiming that we tried, but were not successful, at clearing her main sewer line but we never worked on her main sewer line, only on her storm drain3) If you look at the copy of her invoice (pls see attached) you will find that we jetted of her downspouts and used a camera to inspect each oneThe technician at the job wrote that water is flowing fine in all downspouts after jetting but that the camera shows numerous dislocations in her drainsDislocations often occur with root penetration and natural settling of the groundIt is obvious that the ***'s were having issues with this drainage system-- it's disconnected in many areas.4) The final downspout, the one located on the front left side of the ***'s home, was found to be problematicSince jetting this drain did not work, the two technicians on the job discussed this with the ***'s and let them know that if they wanted, we could try snaking that downspout for an additional $Snaking is not jettingIn previous responses to this claim, we sent pictures of the enormous sized roots that we pulled out of that downspout drain, and have attached them again hereBecause of the size of the roots and dislocated joints that we found throughout her storm drainage system, we suggested digging up this front left side downspout and repiping itIt is in our professional opinion that repairing issues like these is more cost effective in the long runWe are entitled to our professional opinion5) Our guaranteeAlthough Ms*** has highlighted the words she found relevant in our guarantee, which is printed on the back of our invoice, the portion she underlined to bring to your attention is actually a sentence that starts with the word "if". Namely, "If we provide a service guarantee, it covers only drainage failure in the line serviced, and defective plumbing workmanship, during the guarantee term." When we work on lines that we find to be problematic we do not provide warranties or guarantees on themThis was not a drain line that we cleared and then weeks later it backed up againWe left her property giving her a detailed estimate of how to fix her problemFurthermore, under the same paragraph (#Our Guarantee), it also states, "Except as explicitly stated in writing, we are not giving any guarantees or making any warranties." There is no guarantee or warranty written on the ***'s invoice.6) Is Ms*** implying that we stole her credit card information? She signed the top of our invoice authorizing the work to be done and agreeing to pay the amounts indicatedShe gave our technicians her credit card informationHer claim that she did not authorize us to charge her American Express card is falseThe bottom signature on the invoice (which I agree is absent) acknowledges that the work was done to the customer's completed satisfactionWhich brings me to my next and final point7) Ms*** says in her final statement that "several phone calls were made to this company to resolve this matter..." We did this job for the ***'s on November 18, 2015, a week before the Thanksgiving HolidayIf she called during that time it could be that her message was not received by managementI did receive one message that Ms*** called our office demanding all of her money backWe checked our call records and only found two calls from the ***'s phone numberI cannot say that I was in a hurry to get back to her, but before I had the chance, I had already received paperwork from American Express that she was disputing our charges.We pride ourselves on the high level of customer satisfaction that we aim to achieveSometimes things don't go to the liking of a particular party in a disputeI have, in my previous response to this same claim, offered to refund Ms*** the $that we charged her for snaking the front left downspout, which was a separate charge added on to her invoice when we could not jet through that lineI do not understand why we are being challenged for the remainder of the invoice when the remaining downspouts were cleared and cameraedWe were unsuccessful in opening ONLY THE FRONT LEFT SIDE DOWNSPOUT DRAIN LINE and an estimate was left for work to rectify that issueAll of the the other downspouts we cleared successfullySincerely, A-Z Plumbing

We have forwarded the documentation provided to Ms*** by The City Of Cleveland Heights to the City Manager's office and are waiting for their responseMost of Ms***' complaint was based on the opinion of the city workers that came to her house and, for some reason,until she produced that paperwork, the city had claimed to never have come out to her residenceAs previously stated, being a licensed bonded and insured plumbing company, we are entitled to our professional opinionWe were the same company that told Ms*** to contact the city to make sure that her line was open and functioning on the city side, and even though she did not appreciate it, we also spent an extra half-day attempting to clear her main sewer line, at no extra charge to herWe are about service and we tried to provide the best service possible for her plumbing issueWe gave her a very competitive, discounted price for the work that we did and, at the end of the day, while she declined the jetting service that we recommended, her main line (as far as we know) is no longer backing upWe accomplished what we set out to doIt is unfortunate that Ms *** told her friends, family and neighbors to never use our servicesWe hope that the City of Cleveland Heights can help Ms*** come to some sort of closure on this matterWe feel that we have done everything that we can

please see attached documents regarding this complaintfeel free to call us with any questions or commentsBusiness response copied and pasted below by Revdex.com staff 5/27/15We would like to respond to the complaint made by Ms*** *** to the Revdex.com.Ms*** called A-Z Plumbing on 5/14/requesting
service for her flooded basementWe came out and gave her an estimate to snake her main lineOur policy at A-Z Plumbing is to give our customers upfront pricingSo, when came to Ms*** on the 14th, we gave her a price of $to install a cleanout on her basement stack line and snake her main line from that installed cleanoutThe price we gave her is extremely competitive in the plumbing market and, upon speaking with Ms***, we told her that calling around to a few licensed and insured plumbing companies would confirm thatIn any case, Ms*** signed the invoice with a description of the work that we intended to do and asked us to return on Friday, 5/15/to do the work When we returned on Friday, we installed the cleanout and cabled her main lineThe plumbing technician working on her line, suggested, after some hours of cabling, that Ms*** have her line jettedThe reason for this was, even though the raw sewage in her basement had gone down, the plumber felt that there was still some kind of obstruction in her line, preventing the free flow of drainage that should have been achieved for the amount of time he spent snaking the lineWe suggested that Ms*** contact the City of Cleveland Heights and have them check the city’s main sewer lineSince it was already late on Friday, we did let her know that the earliest time the City would likely be available would be on Monday, but the plumbing technician said he would be happy to come out on Sunday in a second attempt to resolve her problem Here, Ms***, in her complaint to the Revdex.com, states that the plumber conferred with her brother and mother about his planned Sunday return, seemingly against her willWe are not in the business of strong-arming our customers into “doing” anything, and certainly would not disrespect the person paying the billIf the plumbing technician spoke to the brother or mother of Ms***, we would have to assume that her brother and/or mother was talking to himAlso, seeing that we could have just left on Friday without giving her line a second try, especially after the amount of time we had already spent there, I would expect that Ms*** would have felt that we were going the extra mile to positively address and correct her plumbing issueAll this, at no extra charge.On Sunday, we returned, and again snaked the main lineYes, after another four hours, the plumbing technician told Ms*** that he believed her line still required jetting Ms*** was under the impression that, since she took a shower on Saturday, with no basement back-up, her situation was solvedThe plumber however, showed Ms*** before leaving on Sunday that a high volume of water in her main line would likely cause that drain to back up againWe still let Ms*** know that she should place a call to the City and have them take a look. Ms*** has stated in her complaint that after coming to her house on Monday, City workers determined that she did not have a blockage in her main line and asked her why the plumber felt the need to jet the line if it was already clearBecause Ms*** was very vocal about the City being correct in their diagnosis, and because the majority of her verbal complaint was based on the City’s “findings,” A-Z Plumbing contacted the City Of Cleveland Heights Sewer Division Supervisor, Max McCrone, to inquire about their conclusionsUnfortunately, MrMcCrone had no record of the city ever going to Ms***’ residence, and therefore, could not answerHe went over the work roster with us for Monday, the day Ms*** claims to have had them out, and Tuesday, the day she called our office to complain, but the City claims to never have been there.As stated previously, A-Z Plumbing gave Ms*** a fair market price for the work we did at her homeShe also confirmed that the work we did for her was completed to her satisfaction by signing her invoice a second time before we left her residence on Sunday (please see attached)We feel we did our utmost to correct her main line issueWe did not attempt to snake her drain for five minutes and then come to her with a price for jetting her lineWe snaked her drain for hours, on more than one occasion, at no extra charge to her and, throughout the process, the plumbing technician that worked in her home kept her abreast of the issue at handWe cannot answer claims made by the City in reference to her plumbing problems when the City claims to have never been at her residence We are sorry that Ms*** regrets her decision to use our companyWe do our utmost to achieve the complete satisfaction of our customersAt this point however, we feel we have gone above and beyond any reasonable expectation to ensure hers

I have proof from the City of Cleveland Heights that they did in fact come to my residence that Monday afternoon, and with the written suggestions stated on the invoice from the Sewer DivisionI find it in poor taste that A-Z Plumbing and Drain to make such statements to save faceI can indeed prove record of said visit from the City of Cleveland Heights Division of Sewer via fax, as I have a fax machine at home to prove such visit. As I have stated before, I will no longer be using there services, and have suggested to my neighbors, family and friends to do the same Thank you. Regards, *** ***

We did not take advantage of [redacted] pregnant sister. How is her pregnancy even a valid point in this complaint and, how can anyone other than the customer who called and paid for services rendered file a complaint? Timothy has already posted to google, yelp and the Revdex.com but has made no...

contact with our office to discuss his sister’s issue. His sister, Ms. [redacted], has also not contacted our office. When we have a customer call our office and tell us that their friend, brother or neighbor attempted to address their plumbing issue, we almost always “redo” what has been done whenever possible. We are a licensed plumbing company, not a handyman service or someone who thinks they know what they’re doing. We have the equipment, the knowledge and the experience that a lay person does not. Ms. [redacted] called our office and said her main line was clogged and a family memeber had tried to relieve it. When our plumber arrived at her property, he told her he would attempt to clean her main line. He told her the charge would be $320. She signed the invoice allowing him to proceed. We do not advertise “no charge” if we do not clear your drain. Our invoice explains that since underground pipes cannot be seen, we cannot know what is clogging them, where the exact location of the clog is, etc. We do our best to open clogged drains but sometimes additional work is required. In Ms. [redacted]’s case, we recommended that she have her line jetted out. We gave her a price to provide that service to her. We even scedhuled to return on Monday, New Year’s Day, to help alleviate her situation, even though our offices would normally have been closed. We were trying to be helpful. We attempted to reach Ms. [redacted] on Sunday to confirm her scheduled appointment but were not successful. She made no attempt to reach our office to voice her dissatisfaction, to discuss pricing or question the services we were intending on providing. Her brother, however, made it known to every on-line forum he could reach that his pregnant sister had been taken advantage of. That sort of smear-campaign is not acceptable and is not appreciated. Had we returned to Ms. [redacted]’s property I am sure we would have found a way to accommodate her plumbing needs.

eitan b[redacted] <[email protected]>AttachmentsJun 10 (3 days ago)to me eitan b[redacted] <[email protected]>[email protected] Merchantsupportbb Apr 20 at 10:09 AMThis is, I hope, my final response to case #[redacted]/[redacted]. I cannot understand why every time I respond the case is closed and then opened again; now for the third time. We have been a merchant for American Express for about 10 years and we have NEVER had an experience with an [redacted] cardholder like this. There needs to be a final resolution to this issue. Ms. [redacted] is now claiming that a second plumbing company explained to her that we cleared her drains from the wrong end of her main sewer line. There's a few things that I find problematic here. 1) I looked at the attached invoice from [redacted] stating they cleared her blockage in 40 minutes. It doesn't say, "In our professional opinion, A-Z Plumbing performed faulty plumbing services."  It doesn't say that we snaked her drain from the "wrong side" and it doesn't say anything about the downspout drains that we worked on. What another plumbing company "told" Ms. [redacted] has no relevance. We are a licensed plumbing company and we know what we are doing. For a lay person to come and say to a professional "you did it wrong" is a little absurd. And for the record, when clearing a main line, the correct area to start from is the end because when you clear the front without clearing the back, the refuse that's left behind comes back into the main, sometimes clogging it again.2) In any case, and regardless to what [redacted] did or found at her property, we jetted her downspouts. Downspouts are part of the storm sewer system. They are NOT part of the main sanitary system (the sanitary is sewer and the storm is rain water). She is claiming that we tried, but were not successful, at clearing her main sewer line but we never worked on her main sewer line, only on her storm drain. 3) If you look at the copy of her invoice (pls see attached) you will find that we jetted 5 of her downspouts and used a camera to inspect each one. The technician at the job wrote that water is flowing fine in all 5 downspouts after jetting but that the camera shows numerous dislocations in her drains. Dislocations often occur with root penetration and natural settling of the ground. It is obvious that the [redacted]'s were having issues with this drainage system-- it's disconnected in many areas.4) The final downspout, the one located on the front left side of the [redacted]'s home, was found to be problematic. Since jetting this drain did not work, the two technicians on the job discussed this with the [redacted]'s and let them know that if they wanted, we could try snaking that downspout for an additional $200.00. Snaking is not jetting. In previous responses to this claim, we sent pictures of the enormous sized roots that we pulled out of that downspout drain, and have attached them again here. Because of the size of the roots and dislocated joints that we found throughout her storm drainage system, we suggested digging up this front left side downspout and repiping it. It is in our professional opinion that repairing issues like these is more cost effective in the long run. We are entitled to our professional opinion. 5) Our guarantee. Although Ms. [redacted] has highlighted the words she found relevant in our guarantee, which is printed on the back of our invoice, the portion she underlined to bring to your attention is actually a sentence that starts with the word "if".  Namely, "If we provide a service guarantee, it covers only drainage failure in the line serviced, and defective plumbing workmanship, during the guarantee term." When we work on lines that we find to be problematic we do not provide warranties or guarantees on them. This was not a drain line that we cleared and then 2 weeks later it backed up again. We left her property giving her a detailed estimate of how to fix her problem. Furthermore, under the same paragraph (#4 Our Guarantee), it also states, "Except as explicitly stated in writing, we are not giving any guarantees or making any warranties." There is no guarantee or warranty written on the [redacted]'s invoice. 6) Is Ms. [redacted] implying that we stole her credit card information? She signed the top of our invoice authorizing the work to be done and agreeing to pay the amounts indicated. She gave our technicians her credit card information. Her claim that she did not authorize us to charge her American Express card is false. The bottom signature on the invoice (which I agree is absent) acknowledges that the work was done to the customer's completed satisfaction. Which brings me to my next and final point. 7) Ms. [redacted] says in her final statement that "several phone calls were made to this company to resolve this matter..." We did this job for the [redacted]'s on November 18, 2015, a week before the Thanksgiving Holiday. If she called during that time it could be that her message was not received by management. I did receive one message that Ms. [redacted] called our office demanding all of her money back. We checked our call records and only found two calls from the [redacted]'s phone number. I cannot say that I was in a hurry to get back to her, but before I had the chance, I had already received paperwork from American Express that she was disputing our charges. We pride ourselves on the high level of customer satisfaction that we aim to achieve. Sometimes things don't go to the liking of a particular party in a dispute. I have, in my previous response to this same claim, offered to refund Ms. [redacted] the $200.00 that we charged her for snaking the front left downspout, which was a separate charge added on to her invoice when we could not jet through that line. I do not understand why we are being challenged for the remainder of the invoice when the remaining 5 downspouts were cleared and cameraed. We were unsuccessful in opening ONLY THE FRONT LEFT SIDE DOWNSPOUT DRAIN LINE and an estimate was left for work to rectify that issue. All of the the other downspouts we cleared successfully. Sincerely, A-Z Plumbing eitan b[redacted] <[email protected]>Jun 10 (3 days ago)to [redacted] Hi [redacted], I sent an email without addressing its contents. There is the repsonse from 4/20 in the body of the email and there is an attachment with a response from March. Both were to American Express, who closed the dispute in my favor and that is why Mrs. [redacted] turned to the Revdex.com. My first response to American Express was in January, but it was a verbal rebuttal on their recorded line. I no longer have the actual pictures we sent to American Express except for copies, which I need to look for still. When I find them I will send those too.Thanks, Rachel A-Z Plumbing & Drain Service, Inc.216.320.4000