Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
We have contacted the client to address his concerns and he indicated that he was very satisfied with our responseThe client was very complimentary of our crews and work, but it is clear that we failed him in both our communication and follow-upAlthough the 100A panel that is installed will certainly meet both his current and future needs, it is not acceptable to us that we failed to provide him with an accurate description of the reason for the changeWe did offer to concede the cost difference plus some additional money in order to illustrate our desire to do more than what is required of us and he indicated that he accepted the concession as well as our sincere apologiesWe do appreciate the trust that Mr [redacted] put in us, allowing us to complete such a complex project and it is our intention to live up to that trust in all that we doWe have also provided him with direct contact information for our management team to ensure that he has direct lines of communication should we ever fail to meet his expectations or if he has any further needs going forward
We do truly strive to provide the best quality product to our clients, up to and including the communication relating to their scheduled visitWe're sorry that we let this client down in that regard, ultimately resulting in their not being served on their originally scheduled dateWe did contact the client, apologized for the issue and agreed to return and complete their requested service on the day and time of their choosing and at no charge [redacted] indicated that this would be an acceptable resolution and we returned on 12/to complete those services
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Plumbline Services prides itself on providing the highest level of service in the industry and takes claims of misdiagnosis extremely seriouslyFollowing an interview with the client we happily agreed to refund our service charges as well as those of the other companyThe client declined a request to allow our Service Manager to more thoroughly investigate the incident and we respect that decisionAccurate diagnostics are the foundation on which any repair or replacement decisions are made and we will use this as a learning opportunity to improve our service delivery and prevent this type of issue going forward Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/17) */ From: [redacted] (mailto: [redacted] @gmail.com) Sent: Wednesday, June 17, XXXX X:XX AM To: Revdex.com Subject: (SPAM) Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX) Importance: Low Resolved Sent from my iPhone
On 1/19/we were contacted by the client with a request to replace an inappropriately undersized washing machine drain line with a properly sized 2" line tied in to the main stackThe client indicated that he wanted this work completed due to reoccurring backups of the washing machine and he was
aware that the line was improperly sized per codeWe came out on 1/20, provided a price to complete the requested scope of work and after receiving approval we completed it in a workmanlike manner in accordance with code requirementsMr*** had a subsequent backup of the main sewer line, which came out of this washing machine drainHe called an alternate plumber who cleared his main sewer line, advised him that the previously undersized washing machine drain was not the cause of the backup and also indicated that although it was now appropriately sized the client could have had it done more cheaplyPer the client's complaint and his desired outcome we have agreed to match the verbal quote that the other plumber provided and have processed a refundWe appreciate his allowing us into his home and for choosing us to complete the scope of work that he was requestingRegrettably, since the line was not backing up at the time of our visit we simply completed his requested scope of work rather than diagnosing the issue and suggesting a more appropriate remedy
We are truly sorry that we failed to meet this client's expectations and have contacted the client to ensure her satisfactionAs a result of our failure to quickly remedy a quality defect in our work, mixed with some communication issues that she noted relating to financing, we have agreed not to
charge her for the repairs made in her homeWe have retained and documented the condition of the original piping and agree with the technician's evaluation as to the scope of work recommended, confirming also that the pricing was also in-line with our expectations for that given scope of workThe work was also examined and was completed in conformance with code and industry standardsUnfortunately, a no-hub connection at the base of our repairs was leaking shortly after our repairs and our technician failed to properly identify and correct this on the warranty revisit that followedWe did send an additional technician who permanently and professionally completed additional repairs utilizing alternate connection types which were found to be free from defects/leaksThe client did rescind her authorization to pay via finance account and as a consequence we did not present any charges against the accountShe will contact the finance company, with whom she has an account, to cancel We extend our sincere apologies for the added frustration and time that we cost her and mutually agreed that no charges would be warranted given these failingsWe do appreciate our client’s trust and are glad to have found a resolution that met their expectations
Initial Business Response /* (1000, 11, 2015/08/07) */
We have been in contact with *** and we are working on a resolution with the clientWe did not receive the initial complaint from Revdex.comI had made contact with Revdex.com specialist *** *** on Wednesday August 5th to discuss and she informed
me that she couldn't talk and that she would call me backAs of today August 7th I have still not received a call from *** I would like to have verification that these complaints are being sent to the correct email address since we did not receive the original notice from the Revdex.comAgain we have made contact with the client and we are working on a resolution
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Plumbline Services takes our obligations to our clients seriously and has contacted this client in regards to his concernsWe do appreciate that waiting two weeks for the curb to be re-poured is a hardship for his family, particularly with the recent rains causing the area to present a muddy mess
We have arranged an alternate contractor to complete this portion of the job on an accelerated timeline in order to allow him to get back to more quicklyWe also appreciate his concerns regarding the sprinkler system and have made concessions that will allow him to have these systems restored as wellThe satisfaction of our clients is something that we take seriously and we are working towards ensuring that this client is completely satisfied
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am still working with the Plumbline representative to address all of my concerns. I am confident that they will be willing to accommodate my concerns, but as of yet I am still waiting for a response.
Sincerely,
[redacted]
We have contacted the client to address his concerns and he indicated that he was very satisfied with our response. The client was very complimentary of our crews and work, but it is clear that we failed him in both our communication and follow-up. Although the 100A panel that is installed will...
certainly meet both his current and future needs, it is not acceptable to us that we failed to provide him with an accurate description of the reason for the change. We did offer to concede the cost difference plus some additional money in order to illustrate our desire to do more than what is required of us and he indicated that he accepted the concession as well as our sincere apologies. We do appreciate the trust that Mr. [redacted] put in us, allowing us to complete such a complex project and it is our intention to live up to that trust in all that we do. We have also provided him with direct contact information for our management team to ensure that he has direct lines of communication should we ever fail to meet his expectations or if he has any further needs going forward.
Initial Business Response /* (1000, 5, 2015/06/16) */
Plumbline Services prides itself on providing the highest level of service in the industry and takes claims of misdiagnosis extremely seriously. Following an interview with the client we happily agreed to refund our service charges as well as...
those of the other company. The client declined a request to allow our Service Manager to more thoroughly investigate the incident and we respect that decision. Accurate diagnostics are the foundation on which any repair or replacement decisions are made and we will use this as a learning opportunity to improve our service delivery and prevent this type of issue going forward.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Wednesday, June 17, XXXX X:XX AM
To: Revdex.com
Subject: (SPAM) Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
Importance: Low
Resolved
Sent from my iPhone
We do truly strive to provide the best quality product to our clients, up to and including the communication relating to their scheduled visit. We're sorry that we let this client down in that regard, ultimately resulting in their not being served on their originally scheduled date. We did contact...
the client, apologized for the issue and agreed to return and complete their requested service on the day and time of their choosing and at no charge. [redacted] indicated that this would be an acceptable resolution and we returned on 12/7 to complete those services.
Initial Business Response /* (1000, 8, 2015/05/21) */
[redacted] is actively working with the customer to identify repair options and line-out the appropriate subcontractor to resolve the issue to the satisfaction of our client.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
We have contacted the client to address his concerns and he indicated that he was very satisfied with our responseThe client was very complimentary of our crews and work, but it is clear that we failed him in both our communication and follow-upAlthough the 100A panel that is installed will certainly meet both his current and future needs, it is not acceptable to us that we failed to provide him with an accurate description of the reason for the changeWe did offer to concede the cost difference plus some additional money in order to illustrate our desire to do more than what is required of us and he indicated that he accepted the concession as well as our sincere apologiesWe do appreciate the trust that Mr [redacted] put in us, allowing us to complete such a complex project and it is our intention to live up to that trust in all that we doWe have also provided him with direct contact information for our management team to ensure that he has direct lines of communication should we ever fail to meet his expectations or if he has any further needs going forward
We do truly strive to provide the best quality product to our clients, up to and including the communication relating to their scheduled visitWe're sorry that we let this client down in that regard, ultimately resulting in their not being served on their originally scheduled dateWe did contact the client, apologized for the issue and agreed to return and complete their requested service on the day and time of their choosing and at no charge [redacted] indicated that this would be an acceptable resolution and we returned on 12/to complete those services
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Plumbline Services prides itself on providing the highest level of service in the industry and takes claims of misdiagnosis extremely seriouslyFollowing an interview with the client we happily agreed to refund our service charges as well as those of the other companyThe client declined a request to allow our Service Manager to more thoroughly investigate the incident and we respect that decisionAccurate diagnostics are the foundation on which any repair or replacement decisions are made and we will use this as a learning opportunity to improve our service delivery and prevent this type of issue going forward Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/17) */ From: [redacted] (mailto: [redacted] @gmail.com) Sent: Wednesday, June 17, XXXX X:XX AM To: Revdex.com Subject: (SPAM) Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX) Importance: Low Resolved Sent from my iPhone
On 1/19/we were contacted by the client with a request to replace an inappropriately undersized washing machine drain line with a properly sized 2" line tied in to the main stackThe client indicated that he wanted this work completed due to reoccurring backups of the washing machine and he was
aware that the line was improperly sized per codeWe came out on 1/20, provided a price to complete the requested scope of work and after receiving approval we completed it in a workmanlike manner in accordance with code requirementsMr*** had a subsequent backup of the main sewer line, which came out of this washing machine drainHe called an alternate plumber who cleared his main sewer line, advised him that the previously undersized washing machine drain was not the cause of the backup and also indicated that although it was now appropriately sized the client could have had it done more cheaplyPer the client's complaint and his desired outcome we have agreed to match the verbal quote that the other plumber provided and have processed a refundWe appreciate his allowing us into his home and for choosing us to complete the scope of work that he was requestingRegrettably, since the line was not backing up at the time of our visit we simply completed his requested scope of work rather than diagnosing the issue and suggesting a more appropriate remedy
We are truly sorry that we failed to meet this client's expectations and have contacted the client to ensure her satisfactionAs a result of our failure to quickly remedy a quality defect in our work, mixed with some communication issues that she noted relating to financing, we have agreed not to
charge her for the repairs made in her homeWe have retained and documented the condition of the original piping and agree with the technician's evaluation as to the scope of work recommended, confirming also that the pricing was also in-line with our expectations for that given scope of workThe work was also examined and was completed in conformance with code and industry standardsUnfortunately, a no-hub connection at the base of our repairs was leaking shortly after our repairs and our technician failed to properly identify and correct this on the warranty revisit that followedWe did send an additional technician who permanently and professionally completed additional repairs utilizing alternate connection types which were found to be free from defects/leaksThe client did rescind her authorization to pay via finance account and as a consequence we did not present any charges against the accountShe will contact the finance company, with whom she has an account, to cancel We extend our sincere apologies for the added frustration and time that we cost her and mutually agreed that no charges would be warranted given these failingsWe do appreciate our client’s trust and are glad to have found a resolution that met their expectations
Initial Business Response /* (1000, 11, 2015/08/07) */
We have been in contact with *** and we are working on a resolution with the clientWe did not receive the initial complaint from Revdex.comI had made contact with Revdex.com specialist *** *** on Wednesday August 5th to discuss and she informed
me that she couldn't talk and that she would call me backAs of today August 7th I have still not received a call from *** I would like to have verification that these complaints are being sent to the correct email address since we did not receive the original notice from the Revdex.comAgain we have made contact with the client and we are working on a resolution
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Plumbline Services takes our obligations to our clients seriously and has contacted this client in regards to his concernsWe do appreciate that waiting two weeks for the curb to be re-poured is a hardship for his family, particularly with the recent rains causing the area to present a muddy mess
We have arranged an alternate contractor to complete this portion of the job on an accelerated timeline in order to allow him to get back to more quicklyWe also appreciate his concerns regarding the sprinkler system and have made concessions that will allow him to have these systems restored as wellThe satisfaction of our clients is something that we take seriously and we are working towards ensuring that this client is completely satisfied
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am still working with the Plumbline representative to address all of my concerns. I am confident that they will be willing to accommodate my concerns, but as of yet I am still waiting for a response.
Sincerely,
[redacted]
We have contacted the client to address his concerns and he indicated that he was very satisfied with our response. The client was very complimentary of our crews and work, but it is clear that we failed him in both our communication and follow-up. Although the 100A panel that is installed will...
certainly meet both his current and future needs, it is not acceptable to us that we failed to provide him with an accurate description of the reason for the change. We did offer to concede the cost difference plus some additional money in order to illustrate our desire to do more than what is required of us and he indicated that he accepted the concession as well as our sincere apologies. We do appreciate the trust that Mr. [redacted] put in us, allowing us to complete such a complex project and it is our intention to live up to that trust in all that we do. We have also provided him with direct contact information for our management team to ensure that he has direct lines of communication should we ever fail to meet his expectations or if he has any further needs going forward.
Initial Business Response /* (1000, 5, 2015/06/16) */
Plumbline Services prides itself on providing the highest level of service in the industry and takes claims of misdiagnosis extremely seriously. Following an interview with the client we happily agreed to refund our service charges as well as...
those of the other company. The client declined a request to allow our Service Manager to more thoroughly investigate the incident and we respect that decision. Accurate diagnostics are the foundation on which any repair or replacement decisions are made and we will use this as a learning opportunity to improve our service delivery and prevent this type of issue going forward.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Wednesday, June 17, XXXX X:XX AM
To: Revdex.com
Subject: (SPAM) Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
Importance: Low
Resolved
Sent from my iPhone
We do truly strive to provide the best quality product to our clients, up to and including the communication relating to their scheduled visit. We're sorry that we let this client down in that regard, ultimately resulting in their not being served on their originally scheduled date. We did contact...
the client, apologized for the issue and agreed to return and complete their requested service on the day and time of their choosing and at no charge. [redacted] indicated that this would be an acceptable resolution and we returned on 12/7 to complete those services.
Initial Business Response /* (1000, 8, 2015/05/21) */
[redacted] is actively working with the customer to identify repair options and line-out the appropriate subcontractor to resolve the issue to the satisfaction of our client.