Initial Business Response / [redacted] (1000, 13, 2016/03/01) */ February 26, Northern Indiana Revdex.com Parnell Ave Fort Wayne, IN XXXXX Complaint#: XXXXXXXX Mr [redacted] called our office on February 2, at 11:a.mrequesting service for a broken main service water valveOur customer service representative scheduled the appointment between and p.mMultiple calls were received by Mr [redacted] over the next hour providing information and questionsThe technician was made aware Mr [redacted] would not be on site and had made arrangements for someone to greet himHe arrived on site at 3:p.m., identified and introduced himselfThe city had responded to a request to terminate service at the curb valve in order to remove a broken gate valve before the meterThe gate of the existing service valve had wedged in a closed state, the stem failed from age, leaving the valve off and inoperable Our technician began the task of replacing the valve by drilling a small hole through the primary side to verify the city’s valve was completely offIf the city’s valve was not off the water could be managed until they could facilitate repairs on the outside service valveIn this case the pressure was relieved and no flow was observedThe technician proceeded to remove the compromised valve, clean and prep the pipe, and install a new service ball valve on the lineHe rejoined the water meter The technician then turned his attention to the defective wall hydrant, which began the reason for our service visitMr [redacted] had attempted to repair the hydrant himselfDuring his attempt he believed the fixture screwed off, soon learning it was hard plumbedHis removal of the drywall was for his purposes prior to our arrival, not as a convenience to usThe technician removed the existing hydrant and found it to be of a 10†frost proof length not the typical 12†The space was too restrictive to install the 12†hydrant we stock on our truckHe informed the individual attending the property that he would be leaving to get the appropriate part to make the repair and that the city would be contactedA call was placed to the water department dispatch at 4:p.mrequesting the service restoration as he was leaving the propertyHe went to the nearest supply source, Menards, and purchased a 10†Woodford model wall hydrant, identical to the existing unitHis round trip time amounted to approximately minutes Upon his return he completed the task of installing the new hydrant in the existing locationWhile he was finishing Mrs [redacted] arrived around 5:p.mHe cleaned the area and stowed his tools and equipmentThe city had not shown up by the time he was finished at 6:p.mAt this point the technician was engaged to wait on the city crew to arrive and restore service so he could inspect his work for any leakageHe patiently waited in his vehicle occupying his time by completing the invoice and the use of his smart phoneThe city showed up at 6:p.mand water was restored shortly afterwardsThe technician did not observe any leaks, presented a copy of the invoice to Mrs***, never meeting Mr***He left the property at 7:p.m., time stamped by a call placed as he was leaving to meet an individual for diner Mr [redacted] contacted our office the following morning lodging a complaint about the charges, referring to the labor amount, and the technician sitting in his van doing nothingA call was placed to the technician and quick review indicated he had been charged hours, only the amount of time spent facilitating repairsThe technician reported he did not access charges for the time he was engaged to wait on the cityMr [redacted] received a return call from the CSR explaining the amountMr [redacted] verbally was not satisfied with the explanation and demanded to speak with a managerI was made aware of the situation but was in route to Chicago to board a flight leaving the countryMr [redacted] was made aware of this fact and informed I would review his complaint upon my return; his irritation was documented on a memo by our CSRDuring the conversation he requested a copy of the invoice by emailed to himOur CSR did not refuse to email him the invoice as he allegesThey did not have the technicians invoice to transcribe from, which was the same document already in his possession Mr [redacted] noticed a leak had presented itself the following day, isolated it, and scheduled for a follow upThis was an opportunity for the same technician to explain the service visit to Mr***The technician reported the leak was on the back side of a coupling he installed during the repairThe technician disassembled the manifold and corrected the leak under warrantyAfter completion Mr [redacted] confronted the technician about the chargesNot satisfied with the response the technician reported he was visibly upsetThe technician became uncomfortable with his aggressive manner and referred Mr [redacted] to voice his grievance with the management Mr***’s frustration is misplacedWhile he certainly has a right of explanation of the charges it was his actions prior to our arrival which compounded the repairs neededAlso, an isolation valve serviced the wall hydrantWhen Mr [redacted] realized that the valve existed he stated his disappointment he even needed assistanceIf Mr [redacted] felt it necessary to micro manage the appointment he should have arraigned to be presentOur technician was engaged for hours related to the service callHe only billed for the hours required to facilitate the repairsWaiting for the city to respond to the request was both outside ours and Mr***’s controlHowever, the technician is compelled to wait until service is restored to observe the primary side of the service valve under pressure Mr [redacted] has not accepted the explanation why the retrieval of the fixture is chargeable timeThere is not sufficient room in our vehicles to inventory every item encountered on a daily basisThe stock is based on the common items historically purchasedThe technician was fully aware of the potential items needed and the stock within his truckUnfortunately, until the technician has taken a physical inventory of the task will he know if he has the necessary components on hand needed to facilitate the repairsMr [redacted] is fortunate the technician assigned to him did not bill for the time engaged to wait on the city or an after-hour charge which took effect after p.mI would have supported these charges as explained previouslyThe technicians are a commissioned employee working under strict guidelinesIf a technician underestimates or undercharges he is under the same scrutiny as overchargingAfter careful review I feel Mr [redacted] was undercharged and his complaint is unwarranted A complaint does not generate a discountMr [redacted] has been is requesting a refund based on his perception the time dedicated to acquire the proper length wall hydrant required in his application was unwarrantedI will provide a refund for the half hour of time spent, with prejudiceThis resolve is the only consideration which will be made in this matterA credit will be posted to the card he used for the service Respectfully submitted, [redacted] General Manager
Initial Business Response / [redacted] (1000, 13, 2016/03/01) */ February 26, Northern Indiana Revdex.com Parnell Ave Fort Wayne, IN XXXXX Complaint#: XXXXXXXX Mr [redacted] called our office on February 2, at 11:a.mrequesting service for a broken main service water valveOur customer service representative scheduled the appointment between and p.mMultiple calls were received by Mr [redacted] over the next hour providing information and questionsThe technician was made aware Mr [redacted] would not be on site and had made arrangements for someone to greet himHe arrived on site at 3:p.m., identified and introduced himselfThe city had responded to a request to terminate service at the curb valve in order to remove a broken gate valve before the meterThe gate of the existing service valve had wedged in a closed state, the stem failed from age, leaving the valve off and inoperable Our technician began the task of replacing the valve by drilling a small hole through the primary side to verify the city’s valve was completely offIf the city’s valve was not off the water could be managed until they could facilitate repairs on the outside service valveIn this case the pressure was relieved and no flow was observedThe technician proceeded to remove the compromised valve, clean and prep the pipe, and install a new service ball valve on the lineHe rejoined the water meter The technician then turned his attention to the defective wall hydrant, which began the reason for our service visitMr [redacted] had attempted to repair the hydrant himselfDuring his attempt he believed the fixture screwed off, soon learning it was hard plumbedHis removal of the drywall was for his purposes prior to our arrival, not as a convenience to usThe technician removed the existing hydrant and found it to be of a 10†frost proof length not the typical 12†The space was too restrictive to install the 12†hydrant we stock on our truckHe informed the individual attending the property that he would be leaving to get the appropriate part to make the repair and that the city would be contactedA call was placed to the water department dispatch at 4:p.mrequesting the service restoration as he was leaving the propertyHe went to the nearest supply source, Menards, and purchased a 10†Woodford model wall hydrant, identical to the existing unitHis round trip time amounted to approximately minutes Upon his return he completed the task of installing the new hydrant in the existing locationWhile he was finishing Mrs [redacted] arrived around 5:p.mHe cleaned the area and stowed his tools and equipmentThe city had not shown up by the time he was finished at 6:p.mAt this point the technician was engaged to wait on the city crew to arrive and restore service so he could inspect his work for any leakageHe patiently waited in his vehicle occupying his time by completing the invoice and the use of his smart phoneThe city showed up at 6:p.mand water was restored shortly afterwardsThe technician did not observe any leaks, presented a copy of the invoice to Mrs***, never meeting Mr***He left the property at 7:p.m., time stamped by a call placed as he was leaving to meet an individual for diner Mr [redacted] contacted our office the following morning lodging a complaint about the charges, referring to the labor amount, and the technician sitting in his van doing nothingA call was placed to the technician and quick review indicated he had been charged hours, only the amount of time spent facilitating repairsThe technician reported he did not access charges for the time he was engaged to wait on the cityMr [redacted] received a return call from the CSR explaining the amountMr [redacted] verbally was not satisfied with the explanation and demanded to speak with a managerI was made aware of the situation but was in route to Chicago to board a flight leaving the countryMr [redacted] was made aware of this fact and informed I would review his complaint upon my return; his irritation was documented on a memo by our CSRDuring the conversation he requested a copy of the invoice by emailed to himOur CSR did not refuse to email him the invoice as he allegesThey did not have the technicians invoice to transcribe from, which was the same document already in his possession Mr [redacted] noticed a leak had presented itself the following day, isolated it, and scheduled for a follow upThis was an opportunity for the same technician to explain the service visit to Mr***The technician reported the leak was on the back side of a coupling he installed during the repairThe technician disassembled the manifold and corrected the leak under warrantyAfter completion Mr [redacted] confronted the technician about the chargesNot satisfied with the response the technician reported he was visibly upsetThe technician became uncomfortable with his aggressive manner and referred Mr [redacted] to voice his grievance with the management Mr***’s frustration is misplacedWhile he certainly has a right of explanation of the charges it was his actions prior to our arrival which compounded the repairs neededAlso, an isolation valve serviced the wall hydrantWhen Mr [redacted] realized that the valve existed he stated his disappointment he even needed assistanceIf Mr [redacted] felt it necessary to micro manage the appointment he should have arraigned to be presentOur technician was engaged for hours related to the service callHe only billed for the hours required to facilitate the repairsWaiting for the city to respond to the request was both outside ours and Mr***’s controlHowever, the technician is compelled to wait until service is restored to observe the primary side of the service valve under pressure Mr [redacted] has not accepted the explanation why the retrieval of the fixture is chargeable timeThere is not sufficient room in our vehicles to inventory every item encountered on a daily basisThe stock is based on the common items historically purchasedThe technician was fully aware of the potential items needed and the stock within his truckUnfortunately, until the technician has taken a physical inventory of the task will he know if he has the necessary components on hand needed to facilitate the repairsMr [redacted] is fortunate the technician assigned to him did not bill for the time engaged to wait on the city or an after-hour charge which took effect after p.mI would have supported these charges as explained previouslyThe technicians are a commissioned employee working under strict guidelinesIf a technician underestimates or undercharges he is under the same scrutiny as overchargingAfter careful review I feel Mr [redacted] was undercharged and his complaint is unwarranted A complaint does not generate a discountMr [redacted] has been is requesting a refund based on his perception the time dedicated to acquire the proper length wall hydrant required in his application was unwarrantedI will provide a refund for the half hour of time spent, with prejudiceThis resolve is the only consideration which will be made in this matterA credit will be posted to the card he used for the service Respectfully submitted, [redacted] General Manager