Plumb Quick, Inc.

We were called by [redacted]’s wife to repair a problem she had with some running toilets. Our plumber repaired five toilets in the home when she asked us to take a look at her shower heads as they were not functioning properly. Upon disassembling and inspecting the shower heads it was fairly obvious...

they were clogged due to calcium deposits and build-up. The plumber cleaned and flushed debris from the shower head but was unable to restore like-new function due to the amount of calcium build-up.  At this time we advised her of the condition of shower heads and advised that she either soak the shower heads in C.L.R. overnight, or purchase some new ones. We did not charge any additional labor or materials for servicing the shower heads. The following morning she called again to ask about the shower heads and I reiterated that the shower heads should be replaced. I made the offer that if she were to purchase replacement shower heads, I would send a plumber to install them AT NO CHARGE. At this point she transferred the phone to her husband. I tried to explain the condition of his shower heads and what options he has to correct the issue and he went berserk. [redacted] was instantly irate at the idea that our plumber did not/could not repair his old shower heads. I again offered that if he were to purchase new shower heads I would send a plumber to install them AT NO CHARGE. He continued to berate me and threaten a complaint to the B.B.B. For some reason [redacted] believes we have charged him money to repair his shower heads and did not complete the job. Here are the facts: 1.       We did not charge them one cent to inspect/clean/advise them on their shower heads. 2.       If they were to purchase new shower heads I would install them at no cost. I am unsure what else I could have done to satisfy this customer’s complaint. I have read [redacted]s complaint statement with his accusations of how we operate and treat our customers and, quite frankly, they hold no truth. I would like to refer to our record (ZERO COMPLAINTS) with the B.B.B. to justify this statement. I made every effort to satisfy [redacted]’s complaint during our phone conversation and he was unwilling to listen to what options we have to repair his shower heads. His demeanor/language during that conversation was hostile and insulting from the beginning. At this point there will be no refund to [redacted] for the toilet repairs, and he can call another plumber to install his shower heads. Thank you, [redacted] Plumb-Quick, Inc. p. ###-###-#### f. ###-###-####[redacted]

Complaint: [redacted]
I am rejecting this response because: The statement made is false on 2 counts: 1) Before Plumb-Quick came out, they had an agreement with my wife over the phone based on her call for flapper repair for $110, which included the flappers repairs and the services (all inclusive), why $156.55. They never mentioned to her that material will be extra charge, THIS IS PURE DECEIT. 2) When they completed the work and presented the invoice for payment, there was no mention anywhere, verbally or in writing that the shower could not be fixed, they swept it under the carpet, received full payment and walked away. THIS IS PLAIN DISHONESTY.  Here is the storyI was out of town when my wife called Plumb-Quick for service and when she informed me over the phone they were coming, I asked her how much they charged she told me $110 ( for service and flapper repairs). So I asked her to tell them about the shower too. When they arrived my wife informed them about the shower and they said they will check it. At the end of the service, they presented the invoice for 156.55 and told her that the flapper and the shower was completed. When I arrived the next day I inspected the shower and saw that it weas still not working, so I asked my wife to call them the next day. When she called them, I believe [redacted] picked the phone. My wife complained about the shower. It was at that point that it was ever mentioned that the shower could not be fixed. My expectation is that they should not have hidden it, but mention it to her on the day of service. I asked my wife for the phone and I asked [redacted] if it was ever mention to her when the job was completed that the shower could not be fixed, he said NO. That to me is shady, the appropriate thing to have done would have been to mention it her and let her decide what she wants to do. This would have prevented the unpleasant surprise. I understand that my shower is not new, so I was not expecting it to perform as new, but better than before the fix. In my original report, I had asked that Plumb-Quick comes back to fixed the shower or refund the extra $43, right now given the display of dishonesty demonstrated by Plumb-quick, throughout the service up to their response, I don't fill comfortable having them back at my house to repair the shower, all I want is the refund of the extra $43 that was not part of the agreement. My believe is that the $43 dollars was charged because of the shower because that was the only thing extra that we had asked them to do outside of the agreed $110 for service and flappers. 
Regards,
[redacted]