New Spaces Design & Construction

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.]I will not consider the matter closed after my meeting with *** unless he offers me a refund for work not completed.futher more they were to replace pipe on both sides of the pipe showed in the pictureI have all my original receipts showing what they were to doAlso if they were to read what was wrote in my original complaint it stated why I hired someone else to come out to do work on my septicAlso when I did call them first before hiring someone else they gave me a estimate for almost 500$ to unclog the pipe and I specifically asked if there was a warranty and I was told no by the lady who answered the phone and the gentleman who came to my houseI am currently seeking a lawyer to help me handle this matter if we cannot receive a refund when I have my meeting on the 23rd which I scheduled for that day so my contractor can be here when *** comes out for our meeting Regards, [redacted] ***

The Job that was done was up to a 5' spot repair on a 6" clay sewer line that is 5' to 8' deep to repair two root intrusions and install a clean-outThis line was 7'6" deep to the top of the pipeThis is the job that was completedThe customer never to my knowledge asked for a breakdown of the work that was performedHe will be receiving one in the mail in the upcoming weekThe warranty mix up was from two different jobs that could of been performedThe first job with a 5' spot repair comes with a three year warranty on the pipe that was replacedThe second option the customer had was to install a liner for the entire length of the sewer line from the house to the manhole, which he opted against having doneThat project would of had a year warrantyWe contacted the customer to give him one separate option other than the two options that were presented to him initially and he opted not to go for the repairThere was no push to have it doneJust a better suggestion to have the additional work done to save him aggravation and hassle in the future from sewer line backups caused by the numerous offsets still present in his lineThe spot repair that was done on the sewer line took care of one offset and the two root intrusionsAny further excavating would have required the removal of a concrete sidewalk, which would have incurred additional chargesThe line is hydro-scrubbed and cleaned out of all debrisThe stack was also repaired in the basement behind the toilet free of chargeThere was a clean-out installed in the yard where the spot repair was done to give a better access to the sewer lineWe apologize if you feel we were pushy in the "up-sale"We don't care about sales nearly as much as we care about our customersWe also prefer not to put a bandage on what can be a permanent fixWe like to make sure that all options are laid out on the table so that the customer can make the ultimate decision on how they want to address the problem at handThank you very much for your concern in these issuesI hope I have addressed themYou will be receiving a breakdown in the mail for the excavation that was completed in the upcoming week

The situation in regards to the questioning of the charges is do to improper wording on the invoice Instead of replacement of the P trap it was replacement of the sink in which the customer had completely removed himself Our manger has tried to contact this customer a couple of times and has left messages His call has yet to be returned The customer needs to contract our manager directly His name is Chris Bailey and his cell phone number is [redacted] Best Regards, MrRooter Plumbing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

We at MrRooter Plumbing feel that we always strive to provide the best possible service to our customers Unfortunately, MsIalenti did not feel we provided the best service to her Therefore, *** *** himself was in contact with this customer and in good faith has decided to refund
the total amount of the invoice Thus all services which were provided to MsIalenti has been at no cost to her Please see the attached copies of the refund checks We at MrRooter consider this complaint closed. Best Regards,MrRooter Plumbing

Our Area Supervisor Chris Bailey has confirmed with me that he has spoke to Mr*** directly. I have attached a copy of the work invoice as well as proof of refund to the customer's credit card. We at MrRooter in good faith have decided to refund the amount reflected on the invoice for the Ptrap minus the discount
Best Regards,
MrRooter Plumbing

The septic was never exposed by MrRooter MrRooter replaced the pipe that is on the right side of the attached picture There was an old cast iron pipe that connected to the septic and the pipe which MrRooter replaced The cast iron pipe is missing in this picture When
MrRooter was at this location they hydro jetted the line which cleared it for the time being; but the customer was informed it would back up again until the line was replaced MrRooter gave an estimate to replace that line The said cast iron line is missing from this picture MrRooter gave the customer a year warranty that ensures MrRooter would return free of charge if there was any additional back ups Therefore, it is truly perplexing as to why the customer would pay another company to come out when MrRooter would have returned and cleared the line free of charge under the warranty Our Area Manager *** was personally on this job He returned the customer's call on 9-13- He made arrangements to return on 9-20- The customer then called and requested a schedule change for 9-23- At this time our Area Manager will discuss with the customer how we are going to proceed After the meeting we at MrRooter will consider this complaint closed. Best Regards,MrRooter Plumbing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]I will not consider the matter closed after my meeting with [redacted] unless he offers me a refund for work not completed.futher more they were to replace pipe on both sides of the pipe showed in the picture. I have all my original receipts showing what they were to do. Also if they were to read what was wrote in my original complaint it stated why I hired someone else to come out to do work on my septic. Also when I did call them first before hiring someone else they gave me a estimate for almost 500$ to unclog the pipe and I specifically asked if there was a warranty and I was told no by the lady who answered the phone and the gentleman who came to my house. I am currently seeking a lawyer to help me handle this matter if we cannot receive a refund when I have my meeting on the 23rd which I scheduled for that day so my contractor can be here when [redacted] comes out for our meeting  
Regards,
[redacted]

The situation in regards to the questioning of the charges is do to improper wording on the invoice.  Instead of replacement of the P trap it was replacement of the sink in which the customer had completely removed himself.  Our manger has tried to contact this customer a couple of times...

and has left messages.  His call has yet to be returned.  The customer needs to contract our manager directly.  His name is Chris Bailey and his cell phone number is [redacted].
 
Best Regards,
Mr. Rooter Plumbing

The Job that was done was up to a 5' spot repair on a 6" clay sewer line that is 5' to 8' deep to repair two root intrusions and install a clean-out. This line was 7'6" deep to the top of the pipe. This is the job that was completed. The customer never to my knowledge asked for a breakdown of the...

work that was performed. He will be receiving one in the mail in the upcoming week. The warranty mix up was from two different jobs that could of been performed. The first job with a 5' spot repair comes with a three year warranty on the pipe that was replaced. The second option the customer had was to install a liner for the entire length of the sewer line from the house to the manhole, which he opted against having done. That project would of had a 50 year warranty. We contacted the customer to give him one separate option other than the two options that were presented to him initially and he opted not to go for the repair. There was no push to have it done. Just a better suggestion to have the additional work done to save him aggravation and hassle in the future from sewer line backups caused by the numerous offsets still present in his line. The spot repair that was done on the sewer line took care of one offset and the two root intrusions. Any further excavating would have required the removal of a concrete sidewalk, which would have incurred additional charges. The line is hydro-scrubbed and cleaned out of all debris. The stack was also repaired in the basement behind the toilet free of charge. There was a clean-out installed in the yard where the spot repair was done to give a better access to the sewer line. We apologize if you feel we were pushy in the "up-sale". We don't care about sales nearly as much as we care about our customers. We also prefer not to put a bandage on what can be a permanent fix. We like to make sure that all options are laid out on the table so that the customer can make the ultimate decision on how they want to address the problem at hand. Thank you very much for your concern in these issues. I hope I have addressed them. You will be receiving a breakdown in the mail for the excavation that was completed in the upcoming week.