Plumbing 911

Initial Business Response / [redacted] (1000, 5, 2015/05/06) */ [redacted] It brings us no joy when a customer is less than satisfied with our services or companyIt is always our goal to ensure each customer is treated with respect and understanding for all their plumbing needsThe following is our statement and formal account of the services to Mrs [redacted] Mrand Mrs [redacted] are returning customers of Plumbing and we appreciate all their past business as we hope to regain them as customersWe are truly sorry that they feel this way and hope this letter explains our position as to why they assessed charges Mrand Mrs [redacted] moved and purchased a home with a home warrantyThey called our company on 4/15/stating that the "bathtub in upstairs master bath has a leaking drain and it is leaking in the living room ceiling." We scheduled the appointment for the next day - 4/16/15, upon arrival our technician [redacted] explained that we would charge an initial fee of $to give options of service to the Home Warranty Company in the explanation of the services neededHe further explained that if services were completed that day we would waive the $and only charge for service Upon inspection of the job, our plumber [redacted] gave two options/approaches to the leakThe first option was to reseal the tub shoe drain for $and waive the diagnosticThe second option was to cut into the ceiling below the tub area to make access and replace the tub waste/overflow for $and also waive the diagnostic Our technician then called the home warranty company with these options at which time the home warranty company informed the clients that they did not approve services for the reseal of the tub shoe, but that they would approve the services for the tub waste/overflow but that the customers would be responsible for dry wall repairsThe customers were not happy about this, since it was looking like they were going to have to pay towards this repair either wayOur technician stayed for over any hour as they were trying to determine what to do, since either option would leave them with money out of the pocketAt the end, our technician explained that if they called us back for option 2, we would credit 1/of the $fee towards $700; however, if they selected option 1, they wouldn't receive credit of $fee On 4/21, the customers called our company back and booked us to complete option for the tub waste/overflow at $on 4/Upon arrival, our technician immediately began working, he made appropriate cut-ins to the drywall in order to access the drain and cut out the tub waste/overflow assemblyOur technician [redacted] worked straight for about two hours in the process of the jobAfter unthreading the tub shoe through the access underneath the tub, [redacted] our master plumber discovered that the tub was crackedHe immediately stopped the job and notified our clients that the issue was a deeper problem than what we had initially thought it to be and that their tub was crackedWhile we do not repair tubs, we do replace them, but the customer was upset that the problem was further than we anticipated They did not want us to go further with the tub replacement, and we settled with them face to face for the time we incurred for the job that dayPlease note: our service authorization on our contract reads - that the price quoted prior to start work does not include any additional or unforeseen tasks nor materials, which may be found to be necessary to complete repairs or replacements This portion of the job was completely unforeseen and we wouldn't have found this to be the problem, unless what we did was done - by exposing and removing the drum shoe As you probably know, our plumbers are not psychics nor do they x-ray vision, but we do our best to follow through to the best of our ability and ensure every option is presented based on the known of the jobAny plumber or plumbing company would be in the same position of discovery and should never be faulted in this processWe do not view this process as misdiagnosis, we stopped the job and explained the next steps and were happy that we found the true issue so they could correctly remedy the issue Our total time for the job was $250, however we made it an even $for the day as we credited over 1/the initial $fee Again our hope is to resume business with Mrand Mrs [redacted] and while we cannot refund their fees, we would be happy to apply their total paid for this job so far in the amount of $towards the cost of a new tub by our companyIf this is something that they would consider and would like us to do, we ask them to call us and ask for [redacted] to schedule appropriately We appreciate our customers and in every effort want fairness extended as we extend our services and timePlease let them know they can call and ask for [redacted] the Office Manager with any other questions too Sincerely, [redacted] Plumbing 911, Inc [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is not truthfulThe $was charged to open an access panelThere was never an offer to waive it at any timeThe plumber was here hour the first time and hour the second timeThey never offered to do a tub installI feel once they learned the drain unit didn't need to be replaced they tried to get as much money from us as possibleNow they are being dishonest about what happenedI do not wish to do business with this company

Had a great experience with plumbing Had several other plumbing companies who sent unlicensed plumbers and was unable to resolve my lift station (sewer pumping system) Plumbing sent a professional plumber (licensed) out and was able to resolve all my plumbing issues the same day! He also brought my water heater up to code for the safety of me and my family You always get what you pay for!

Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ Please see attached response by Plumbing (Revdex.com converted from original documentSee file.) To Whom It May Concern: Plumbing has spoken with Mrs [redacted] and made attempts to reconcile her issuesHowever, after inspection our company is not liabl On July 7, 2015, we received a call from Mrs [redacted] that she had tried to install a bath sink and faucet, but that she couldn't get the water offWe immediately sent a plumber the same day as he arrived between 12-Upon arrival, our plumber completed installation of shut off valves (two at the sink and one under the toilet)These shut off valves were directly in the open by the fixtures and warranties were given if shut off valves leak On August 14, we received a call from Mrs [redacted] that she had another plumber from a different company at her home and that during his job he discovered a plumbing leak inside a wallShe said that this same plumber told her that it was our fault and that we needed to get someone out to repair the leakWe dispatched the plumber we had available to see if was an issue due to our work at which point, we would be more than happy to warranty and repairHowever, upon arrival and inspection, our plumber found that the leak was in a wall, separate from the shut off valves, which is the only work we performedWe do not cover any plumbing that we do not touch, especially hidden behind walls Our plumber upon inspection spoke directly with the owner and after learning that this had nothing to do with the original job of installing shut off valves, our company gave her options to repair the line with appropriate estimatesThe customer was upset as her plumber felt that it was due to something we did; however, we do stand firm that after our inspection, this is a separate issue and has nothing to do with the shut off valves installed We received an email on August by Mrs [redacted] saying that her plumber said that the issue was caused by our plumber twisting pipes to hard and that she was highly disappointed that we did not do the work with no chargeShe also complained, that the owner did not contact her; however, the owner has been involved with this throughout the process as we geniuenly will take care of issues or warranties, if it is something we touched or didThe owner responded with an email the next morning that read: Gardner Blvd Norton, OH 1-866-720-(toll free) 330-952-(local) Licensed and Insured (OH Lic#36619) www.ThePlumbing911.com Dear ***, I do sincerely apologize that you feel this way towards our companyI know that we made a separate plumbing repair a month and a half ago and stand by the work performed, if any leaks on this work would occurWhen you call us concerned with the other leak, a ceiling in your kitchen leaking due to a bathroom line leaking above, we sent our plumber immediately to inspect the issue, because the original plumber was not availableUpon investigating, the leak was separate, an independent issue from the original repair of install shut off valvesI do apologize, but we disagree with your other plumber saying this was our faultWe truly stand behind our work and if there were leaks to the shut offs, this would be coveredIt is hard to defend ourselves against competing plumbersHowever, all I can do is explain that we did come inspect it and deteremined that this leak was a separate issueOur original repairs were made over a month and half ago as well and issue to repairs tend to occur immediatelyI can't force you to believe us, all I can do is honestly let you know that after inspection, your leak was a separate issueIf we had determined tit to be our issue we would have of course repaired itPlease forgive us for upsetting you; that was never our intentionWe truly prize you as a customer, and the owner has been involved in every step of this processWe would like to make you happy, but are not sure how too, as we can't perform unwarranted servicesAgain, we apologize and hope you see our point of view Plumbing will not refund as services completed were inspected twice and shows no issues Sincerely, Karen M [redacted] Plumbing 911, Inc [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The plumber that performed the work should have inspected himselfHe was not the one that came overThe issue didn't just startIn attempt to repairing/replacing the shut off valveHe caused some damageThe reason it took a few weeks, because it was a low leak, that eventually got worseYour Quote was way over the Quote of any other PlumberI ended up paying less on getting it repairedIt is very obvious that the leak was caused by your plumber's workmanship

To Whom It May Concern:Thank you for reaching out to us regarding customer relations for [redacted] We received a call from Mrs [redacted] on Sunday, January regarding a drain backup issueDue to the holidays, we unfortunately were short staffed but had hoped to help Mrs [redacted] Unfortunately, we were not able to make the appointment for that day and I had called Mrs [redacted] to apologize, as well as reschedule her appointment with a discountThe phone call to Mrs [redacted] , while she was disappointed that we were not able to make it as had hoped, she was understanding and we rescheduled the appointment for first thing in the morning between 8-on New Years DayI did explain that our delay was due to being short staff and that we were very sorryShe was happy that we could be there in the morning the following day and I had also expressed that we would discount the service by $The following morning, we dispatched the technician to her home and we left a phone message at 9:as we could not confirm someone was homeWe were available to help and make things right for this customerAt this time, again we do apologize for the inconvenience and trouble of not making our initial appointmentThis is not a occurrence for our company, as we truly value our customer's timeHowever, this was circumstance with that the technician for New Year's Eve was unfortunately unable to help service this day, due to the job schedule prior running longer and us being short staff due to the holiday.As a compensation, we will be happy to honor $off any service for this customer and appreciate her understanding and grace relating this matterWe genuinely would like to make this right by her in both fairness to her and to our companyBlessings,Karen M***Plumbing 911, Inc[redacted]