Pioneer Transmission

The member called our office to schedule a job to repair his [redacted] tub and shower valve.  He stated that when the tub was being filled water flowed out of the shower head.  This is typically a problem with what is called a diverter spindle.  At two different times I...

had a mechanic there to replace the diverter spindle but the problem persisted.  On the third trip, I ([redacted]) went over to check out the problem.  I noticed that the lever to switch from tub to shower had been cut.  I called the member at work to tell him what I had found and he all but accused my employee of cutting the part.  I ordered a new lever to install.  Again, I went over and put the new diverter leverin and the problem got even worse.  I then called the manufacturer ([redacted]) and spoke with the tech support division.  I told them what the problem was and what we did to try and correct it.  He asked what finish the trim was and they said that the problem was with the tub spout due to restricting the flow of water forcing some of the water to come out of the shower head. We sent pictures of the spout to [redacted] and they informed us that it was not compatible with the [redacted] shower valve in the wall.I gave the member the name of the person at tech support as well as the phone number so he could call to discuss the issue as well. We sent the member, as per [redacted] tech support suggestion,  a picture of the tub spout that would work and he didn’t like the way it looked.  He picked out one that was very similar to what he had.  He was informed that it was a special order.  When we went back to install the spout it could not be used because it wasn’t compatible with the type of connection coming out of the wall.  Again, I informed the member that he needed a certain type look of tub spout. I had my mechanic install just a piece of pipe to see if that corrected the problem with water coming out of the shower head. Which it did. Again, we recommended that the member needed to put in a full flow tub spout.  I emailed the member and explained that we are still willing to work with the member to correct the problem. There has been a minimum of seven hours spent at the members home trying to repair this issue which he has not been billed for all the time spent.  Not only by my mechanics but also my office personnel trying to locate the tub spout that he can live with.  Unfortunately, the only spout that will work he doesn’t like the look of. I asked the member how long the problem has been happening and he said since he moved in which was in 2013. Which means whoever cut the diverter lever did it on purpose to help the situation. Due to the fact that he is unwilling to accept the part that he needs to correct the problem per the manufacturer and that is a full flow tub spout, we are unwilling to settle for anything less.

[redacted] contacted the office through email regarding the installation of a dishwasher which he stated had a connection under his kitchen sink.  [redacted] asked [redacted] if there was an existing dishwasher that needed to be disconnected or is it a new installation, his answer was he has an existing...

dishwasher that needed to be installed.  [redacted] asked for his phone number to call so they could schedule the job over the phone and also asked if the old dishwasher was still in the kitchen.  [redacted] emailed back with a contact number and stated the old dishwasher was gone.  On March 24th [redacted], our mechanic, arrived to install the dishwasher.  [redacted] was surprised to see that there had not been a preciously installed dishwasher.  There was no water connection, drain connection or electrical present nor any counter above the dishwasher which would be needed to secure the dishwasher in place. [redacted] informed [redacted]’s father [redacted] about what needed to be done and he seemed to understand.  We held out his work order and waited to be contacted about coming back to finish the job. When we didn’t hear back from [redacted]. April 19th he was sent an invoice for ½ a service call which was $70.00.  We feel that we were given the wrong information from [redacted] to plan the job.  Therefore we feel that the $70.00 is an appropriate charge.

We are happy to provide the full chain of email conversation. Attached is the initial conversation that took place on March 16, 2017.  [redacted]'s initial e-mail to us mentioning that he has a connection under his kitchen sink. Again, when our technician was there he found that there was never a connection and that he would have to re-work the kitchen drain due to corrosion as well as install a dishwasher drain T and water line. We feel that his information was inaccurate and therefore we could not do the job.If you need any other information please let us know.

We are still willing to correct the problem.  But, Brett needs to have a standard full flow type of tub spout that he does not like!  We have told him this countless times.  The steps that were taken to figure this out with the diverter/tub spout problem is a common practice in the plumbing industry.