Power Plumbing & Sewer Contractor, Inc.

Regrettably you’ve misstated and misrepresented all of the facts in this situation so please allow us the opportunity to clear the air and publicly explain exactly what transpired as we are a family-owned company of plumbing professionals who have been in business since and pride ourselves
on our reputation in the community, both in-person and onlineYour wife called into our office requesting service for two independent issues: a shower faucet with low hot water pressure and a slow to drain lavatory sinkOur in-house customer service professionals took the call and in accordance with our company policies, clearly stated our standard (non-emergency/non-overtime) time and materials hourly rates and policies, to which your wife verbally agreed to, so an appointment was arrangedOn the date of said appointment, our licensed plumber arrived on-site and immediately begun working on the lavatory sink issue to diagnose and resolve the drainage issueUpon completion, plumber made minor adjustments to the guest bath toilet to restore proper functionHe then discussed two other issues with her regarding tasks that she rated as lower priority, taking at most minutesHe then began work on your *** shower faucetThe fixture was dismantled and cleaned of excessive amounts of sediment, however still could not get temperature to adjust properly so it was determined that the thermostatic cartridge and stops would require replacementOur plumber explained our standardized process of sourcing the parts from our local materials supplier, which provides contractor-grade partsWe do not source parts/materials/supplies from any big box stores as they don’t meet our standards for quality and availabilityOur plumber explained to your wife that he could leave the parts required for replacement with your wife so she could purchase these on her own before scheduling a (billable) return visit from us for installationHe estimated that she might save $in doing soShe was also given the option of having our plumber bring parts required for replacement to our supplier and informed that if she chose this option, that time would be billable including the drive-time (address of supplier was provided to her) and return timeYour wife chose this option with the express understanding this addition of billable time to the jobOur plumber called your wife from the supplier and provided the pricing of the replacement parts in order to secure her approval of purchase, to which she agreedUpon return to your home, our plumber installed the replacement parts and adjusted the valve so that the water temperature matched the index on the handleHe completed this workOur plumber then wrote up a detailed job ticket with all work notated and pricing, and presented this to your wife for paymentShe provided him with a credit card for payment which was run and approvedOur plumber then left your home with the work completed and having received payment for suchYour wife called our office, after our plumber left and demanded that she not be charged for the half-hour of billable time during which she discussed future work with our plumberAs a customer courtesy, we refunded that half-hour however reiterated our time and materials billing policies to be clearYou then called in to our after-hours answering service last night and proceeded to berate the operator regarding the charges using profanityA copy of that report was provided to us by our answering service this morningWe called you and your wife the following morning on a conference with the plumber who had been on-site and reviewed everything in an effort to be clear on what transpiredYour wife refused to acknowledge anything and would not answer our directed questions as to whether anything was explained to herAdditionally, we offered to send out the same plumber or any of our other licensed plumbers to revisit the work done and ensure the fixture is fully functional and yet you refused our offerThe only resolution you were insistent upon was a refund of $and you stated that you would try to ruin our online reputation by posting negative reviews, which you have clearly begun to do as we have received ***, *** List and *** Business reviews from you that include the same misleading account of the actual factsWe have been a fixture in the business community since and have earned *** *** Super Service Awards with over Grade “A” reports, our Revdex.com is “A”, and we have a rating on ***A business has to earn a reputation for performing high quality work and customer service and we’re happy to say that we’ve worked hard to earn every one of theseIt’s unfortunate that even with clear directives and communication that you feel justified in your actionsWe wish you the best in securing a new plumbing company to call upon in the future

Our business has been using Power Plumbing for yearsThe technicians and plumbers are effective and always friendly and respectfulHowever, the administration is abominable and we will NEVER use them againAfter being harassed with phone calls, including Rae *** screaming at all employees, for weeks regarding an invoice that had already been paid AND the check had already been cashedOn one occasion Rae demanded a credit card number that same day and when the employee informed her that she was not authorized to give that information due to the nature of her position and the financial structure of the business, Rae proceeded to ask for the employee's personal credit card number in an extremely aggressive manner On June 20, Rae finally admitted that she had been giving us the incorrect invoice number the entire time and that regardless of the gross error on her part this digression was still entirely our faultShe proceeded to scream over the phone at numerous employees, including the president of our company, refusing to listen to the check information we were givingThe approach Rae took led our president to ask to be connected to her manager or the human resources departmentTo this Rae replied that she was the "top banana" and after minutes of more screaming she finally agreed to connect us to an associateThis associate was equally disrespectful and refused to discipline Rae or let our employee get a word in edge wiseShe would not take our harassment concerns seriously and even went so far as to say "you're entitled to think your opinion matters"This disregard for customer service and appropriate human interaction was horrendous and unfathomableWe will never use Power Plumbing again, professionally or personally, and hope this experience serves as both a wake up call to Power Plumbing and a warning to future customers that they will not be treated with dignity or respect with interacting with Rae ***

1. If your rates and policies were clearly stated, this situation would not have occurred. When I called back after the service was completed to express my frustration, your employee apologized to me for not being clear on our initial call centered around how you price out your services. If you think that charging a customer over $800 to fix a shower that does not get hot is fair, then there is something wrong with your business practices. PP response:  We did clearly state our policies during the appoinment and when you called into the office, we offered to have the person who booked your appointment re-read their appointment booking script to your husband, and he said it wasn’t necessary. 2. On the initial call, I was told that if the plumber needed a part to complete the job, a second appointment would typically be scheduled once the part comes in. It was not discussed on this call that we would be charged for the time it took the driver to pick up the part. I was again told that I would not be charged for the time that the plumber was not completing work. Regardless, if [redacted] has the part needed, the customer should be given the option to source it from there. Any fair company would suggest that to their client as opposed to billing them at a full rate for 1.5-2 hours driving time.PP: Our standard appointment booking script includes the verbiage that equipment, parts and materials are extra and not included in our hourly rate. This includes if there are any parts required that are not stocked on the truck and need to be sourced from one of our local suppliers or ordered for a secondary dispatch, that is all billable time. So you were informed of this on the phone at the time of your appointment booking. Once customers agree to our quoted rates, we then review the schedule to book appointments. Again, when our on-site plumber told you that if he went to our local supplier, it would be billable time. That is also when you were given the option to source the parts on your own. You opted to have our plumber source the parts, thus accepting that this would be billable time.  3. Your answering service is still a representation of your company and they should be trained to field calls from upset customers instead of displaying an extremely rude demeanor. The women claimed she did not work for your company and that she could not help us in any way. At the very least she could have passed along the appropriate contact information of somebody for us to work with instead of hanging up or telling us to “call back”.PP: We agree that our emergency dispatch answering service is representative of our company, however she attempted to inform your husband multiple times that he would need to call our office during standard business hours. 4. After my initial call inquiring about services, when I was told we would not be charged for the time the plumber was not working on something, the plumber on site was giving me contradicting information on your billing policies. I explained this to the plumber, and he directed me to pay the full bill, and to call back the company afterwards to express my frustrations. I trusted and listened to his advice, however I did NOT sign the agreement because I completely disagreed with the rate I was being charged. I trusted that even though I paid the bill, the company would be willing to work out a fair rate for me based on the misleading information I was receiving. Obviously this was not the case and is why I feel that I was taken advantage of.PP: Again, when our plumbers are on-site, that is billable time.  5. I can say that this is honestly the worst customer service I have ever received from a company. We have received misleading information that has led to this unpleasant situation, we were yelled at and talked down to by the owner of the company, and the company is still not willing to work out a FAIR agreement with us. Again, we truly feel that we were stolen from and request that we be refunded for the time the plumber was not working which is what I initially agreed to.PP: When your husband called us the day following the appointment, we offered to send our plumber back out to re-address any outstanding issues to ensure you were satisfied, however he turned us down. That’s what we considered to be a fair resolution. The plumber IS considered to be working when he is onsite OR when he is working to source your parts. That time is dedicated solely to you, and therefore he cannot be at another client site. That’s why it’s billable time. You agreed to our labor rates on the phone at the time of your appointment booking, and agreed to have our plumber source your materials after it was explained to you twice that it would be billable. To continue to say that you were not informed and did not agree to our policies simply isn’t a true representation of the facts.

Complaint: [redacted]
I have re-addressed your points below:
1.   The company did not clearly state their standard hourly labor rates & policies. I verbally agreed to the hourly rate, however the company never provided a total cost estimate which is standard practice. I had asked for one, but it was not provided because they 'could not estimate the time'. Our research indicated total cost for this project was $200-400 for parts and labor.  Given we had been referred to your company by our neighbor, we trusted you would alert us if the price was greatly outside of the average range.
Actually, we did clearly state our hourly labor rates and policies. It’s part of our standard customer service representative script when booking appointments. And we do NOT give estimates as there is no “average” with plumbing jobs. Every customer situation and application is different and this cannot be ascertained over the phone, sight unseen. That is precisely why we provide our hourly rates, to which you did agree to thus why we arranged an appointment for you. 
If your rates and policies were clearly stated, this situation would not have occurred. When I called back after the service was completed to express my frustration, your employee apologized to me for not being clear on our initial call centered around how you price out your services. If you think that charging a customer over $800 to fix a shower that does not get hot is fair, then there is something wrong with your business practices.
2.   The client should be given the option to source materials from any store they choose. The company was not looking out for the customer, because by having the plumber walk next door to [redacted], it could have saved us a couple hundred dollars. 
As we stated on the phone when booking the appointment, again – part of our standard script, if our plumber has to source parts from one of our local suppliers or order parts that require a return visit, that time is billable. We do not source parts from [redacted] as they do not meet our standards with regards to quality or availability. You were given the option by our plumber – while he was on-site – to source the parts on your own and schedule us to return OR send our plumber to our local supply house. It was expressly stated to you that this would be billable time. You CHOSE the latter and our plumber even called you from the supply house to receive approval for the cost of the replacement parts. As a result of your decision, you took on billable time.
On the initial call, I was told that if the plumber needed a part to complete the job, a second appointment would typically be scheduled once the part comes in. It was not discussed on this call that we would be charged for the time it took the driver to pick up the part. I was again told that I would not be charged for the time that the plumber was not completing work. Regardless, if [redacted] has the part needed, the customer should be given the option to source it from there. Any fair company would suggest that to their client as opposed to billing them at a full rate for 1.5-2 hours driving time.
3.   My husband called the answering service after hours to understand the bill a bit better. The operator was extremely rude and hung up on him several times. While profanity should not have been used, the customer service provided by the operator was the worst we have ever received. Horrible.
Our after-hours answering service is solely there is schedule emergency dispatch calls for our plumbers, not to answer questions regarding billing. The operator attempted to inform your husband of this several times and only hung up after being sweared at.
Your answering service is still a representation of your company and they should be trained to field calls from upset customers instead of displaying an extremely rude demeanor. The women claimed she did not work for your company and that she could not help us in any way. At the very least she could have passed along the appropriate contact information of somebody for us to work with instead of hanging up or telling us to “call back”.
4.   While on the conference call with the owner and the plumber, the company made no effort to understand our perspective, and instead proceeded to yell at my husband and I and tell us that we were wrong. If the company had clearly stated their standard policies to us in the beginning, there would have been no misunderstandings in the first place. Again, we feel as though the company stole from us.
You were clearly informed of our billing policies when you called, as again, we provide our rates via a standardized script to every customer who calls our office. In addition, our on-site plumber went to great length to discuss the options available to you for repair, including the costs associated with us sourcing the replacement parts for you. At every step we provided pricing and options to you and you were free to choose what you wanted to do. Therefore, after we clearly disclosed our pricing and invested the time to address your issue with your approval to do so, it seems unfair of you to imply that we didn’t do so.
After my initial call inquiring about services, when I was told we would not be charged for the time the plumber was not working on something, the plumber on site was giving me contradicting information on your billing policies. I explained this to the plumber, and he directed me to pay the full bill, and to call back the company afterwards to express my frustrations. I trusted and listened to his advice, however I did NOT sign the agreement because I completely disagreed with the rate I was being charged. I trusted that even though I paid the bill, the company would be willing to work out a fair rate for me based on the misleading information I was receiving. Obviously this was not the case and is why I feel that I was taken advantage of.
5.   "As a customer courtesy, we refunded that 1/2 hour."  -- when we called to get an initial quote for the service you explicitly stated there would be no charges for the time that the plumber was not doing work.  You cannot claim this as a customer courtsey when we were not supposed to be charged this in the first place.
Your statement “you explicitly stated there would be no charges for the time that the plumber was not doing work”, simply isn’t true. Anytime our plumbers are onsite is billable time and that’s made clear during our billing rates script.
This is just simply not true. This was NOT the information I was given during my initial call. I was again told I would not be billed for time the plumber was not doing work.
We’ve been in the plumbing business for 56 years and have strict standards with regards to our client communication as it pertains to billing, labor rates and policies. These are enforced during the booking process with our customer service representatives and also maintained by our plumbers while in the field. The information you were given is no different than the hundreds of customers we service monthly with no issue.  Based on all of this, we don’t feel your complaint is warranted or justified.
I can say that this is honestly the worst customer service I have ever received from a company. We have received misleading information that has led to this unpleasant situation, we were yelled at and talked down to by the owner of the company, and the company is still not willing to work out a FAIR agreement with us. Again, we truly feel that we were stolen from and request that we be refunded for the time the plumber was not working which is what I initially agreed to.
Sincerely,
[redacted]

1. If your rates and policies were clearly stated, this situation would not have occurred. When I called back after the service was completed to express my frustration, your employee apologized to me for not being clear on our initial call centered around how you price out your services. If you think that charging a customer over $800 to fix a shower that does not get hot is fair, then there is something wrong with your business practices. PP response:  We did clearly state our policies during the appoinment and when you called into the office, we offered to have the person who booked your appointment re-read their appointment booking script to your husband, and he said it wasn’t necessary. 
2. On the initial call, I was told that if the plumber needed a part to complete the job, a second appointment would typically be scheduled once the part comes in. It was not discussed on this call that we would be charged for the time it took the driver to pick up the part. I was again told that I would not be charged for the time that the plumber was not completing work. Regardless, if [redacted] has the part needed, the customer should be given the option to source it from there. Any fair company would suggest that to their client as opposed to billing them at a full rate for 1.5-2 hours driving time.
PP: Our standard appointment booking script includes the verbiage that equipment, parts and materials are extra and not included in our hourly rate. This includes if there are any parts required that are not stocked on the truck and need to be sourced from one of our local suppliers or ordered for a secondary dispatch, that is all billable time. So you were informed of this on the phone at the time of your appointment booking. Once customers agree to our quoted rates, we then review the schedule to book appointments. Again, when our on-site plumber told you that if he went to our local supplier, it would be billable time. That is also when you were given the option to source the parts on your own. You opted to have our plumber source the parts, thus accepting that this would be billable time. 
 
3. Your answering service is still a representation of your company and they should be trained to field calls from upset customers instead of displaying an extremely rude demeanor. The women claimed she did not work for your company and that she could not help us in any way. At the very least she could have passed along the appropriate contact information of somebody for us to work with instead of hanging up or telling us to “call back”.
PP: We agree that our emergency dispatch answering service is representative of our company, however she attempted to inform your husband multiple times that he would need to call our office during standard business hours.
 
4. After my initial call inquiring about services, when I was told we would not be charged for the time the plumber was not working on something, the plumber on site was giving me contradicting information on your billing policies. I explained this to the plumber, and he directed me to pay the full bill, and to call back the company afterwards to express my frustrations. I trusted and listened to his advice, however I did NOT sign the agreement because I completely disagreed with the rate I was being charged. I trusted that even though I paid the bill, the company would be willing to work out a fair rate for me based on the misleading information I was receiving. Obviously this was not the case and is why I feel that I was taken advantage of.
PP: Again, when our plumbers are on-site, that is billable time. 
 
5. I can say that this is honestly the worst customer service I have ever received from a company. We have received misleading information that has led to this unpleasant situation, we were yelled at and talked down to by the owner of the company, and the company is still not willing to work out a FAIR agreement with us. Again, we truly feel that we were stolen from and request that we be refunded for the time the plumber was not working which is what I initially agreed to.
PP: When your husband called us the day following the appointment, we offered to send our plumber back out to re-address any outstanding issues to ensure you were satisfied, however he turned us down. That’s what we considered to be a fair resolution. The plumber IS considered to be working when he is onsite OR when he is working to source your parts. That time is dedicated solely to you, and therefore he cannot be at another client site. That’s why it’s billable time. You agreed to our labor rates on the phone at the time of your appointment booking, and agreed to have our plumber source your materials after it was explained to you twice that it would be billable. To continue to say that you were not informed and did not agree to our policies simply isn’t a true representation of the facts.

Regrettably you’ve misstated and misrepresented all of the facts in this situation so please allow us the opportunity to clear the air and publicly explain exactly what transpired as we are a family-owned company of plumbing professionals who have been in business since 1960 and pride ourselves on...

our reputation in the community, both in-person and online. Your wife called into our office requesting service for two independent issues: a shower faucet with low hot water pressure and a slow to drain lavatory sink. Our in-house customer service professionals took the call and in accordance with our company policies, clearly stated our standard (non-emergency/non-overtime) time and materials hourly rates and policies, to which your wife verbally agreed to, so an appointment was arranged. On the date of said appointment, our licensed plumber arrived on-site and immediately begun working on the lavatory sink issue to diagnose and resolve the drainage issue. Upon completion, plumber made minor adjustments to the guest bath toilet to restore proper function. He then discussed two other issues with her regarding tasks that she rated as lower priority, taking at most 30 minutes. He then began work on your [redacted] shower faucet. The fixture was dismantled and cleaned of excessive amounts of sediment, however still could not get temperature to adjust properly so it was determined that the thermostatic cartridge and stops would require replacement. Our plumber explained our standardized process of sourcing the parts from our local materials supplier, which provides contractor-grade parts. We do not source parts/materials/supplies from any big box stores as they don’t meet our standards for quality and availability. Our plumber explained to your wife that he could leave the parts required for replacement with your wife so she could purchase these on her own before scheduling a (billable) return visit from us for installation. He estimated that she might save $150.00 in doing so. She was also given the option of having our plumber bring parts required for replacement to our supplier and informed that if she chose this option, that time would be billable including the drive-time (address of supplier was provided to her) and return time. Your wife chose this option with the express understanding this addition of billable time to the job. Our plumber called your wife from the supplier and provided the pricing of the replacement parts in order to secure her approval of purchase, to which she agreed. Upon return to your home, our plumber installed the replacement parts and adjusted the valve so that the water temperature matched the index on the handle. He completed this work. Our plumber then wrote up a detailed job ticket with all work notated and pricing, and presented this to your wife for payment. She provided him with a credit card for payment which was run and approved. Our plumber then left your home with the work completed and having received payment for such. Your wife called our office, after our plumber left and demanded that she not be charged for the half-hour of billable time during which she discussed future work with our plumber. As a customer courtesy, we refunded that half-hour however reiterated our time and materials billing policies to be clear. You then called in to our after-hours answering service last night and proceeded to berate the operator regarding the charges using profanity. A copy of that report was provided to us by our answering service this morning. We called you and your wife the following morning on a conference with the plumber who had been on-site and reviewed everything in an effort to be clear on what transpired. Your wife refused to acknowledge anything and would not answer our directed questions as to whether anything was explained to her. Additionally, we offered to send out the same plumber or any of our other licensed plumbers to revisit the work done and ensure the fixture is fully functional and yet you refused our offer. The only resolution you were insistent upon was a refund of $400 and you stated that you would try to ruin our online reputation by posting negative reviews, which you have clearly begun to do as we have received [redacted] List and [redacted] Business reviews from you that include the same misleading account of the actual facts. We have been a fixture in the business community since 1960 and have earned 36 [redacted] Super Service Awards with over 1000 Grade “A” reports, our Revdex.com is “A”, and we have a 4.5 rating on [redacted]. A business has to earn a reputation for performing high quality work and customer service and we’re happy to say that we’ve worked hard to earn every one of these. It’s unfortunate that even with clear directives and communication that you feel justified in your actions. We wish you the best in securing a new plumbing company to call upon in the future.

Complaint: [redacted]
I have re-addressed your points below:1.   The company did not clearly state their standard hourly labor rates & policies. I verbally agreed to the hourly rate, however the company never provided a total cost estimate which is standard practice. I had asked for one, but it was not provided because they 'could not estimate the time'. Our research indicated total cost for this project was $200-400 for parts and labor.  Given we had been referred to your company by our neighbor, we trusted you would alert us if the price was greatly outside of the average range.Actually, we did clearly state our hourly labor rates and policies. It’s part of our standard customer service representative script when booking appointments. And we do NOT give estimates as there is no “average” with plumbing jobs. Every customer situation and application is different and this cannot be ascertained over the phone, sight unseen. That is precisely why we provide our hourly rates, to which you did agree to thus why we arranged an appointment for you. If your rates and policies were clearly stated, this situation would not have occurred. When I called back after the service was completed to express my frustration, your employee apologized to me for not being clear on our initial call centered around how you price out your services. If you think that charging a customer over $800 to fix a shower that does not get hot is fair, then there is something wrong with your business practices. 2.   The client should be given the option to source materials from any store they choose. The company was not looking out for the customer, because by having the plumber walk next door to [redacted], it could have saved us a couple hundred dollars. As we stated on the phone when booking the appointment, again – part of our standard script, if our plumber has to source parts from one of our local suppliers or order parts that require a return visit, that time is billable. We do not source parts from [redacted] as they do not meet our standards with regards to quality or availability. You were given the option by our plumber – while he was on-site – to source the parts on your own and schedule us to return OR send our plumber to our local supply house. It was expressly stated to you that this would be billable time. You CHOSE the latter and our plumber even called you from the supply house to receive approval for the cost of the replacement parts. As a result of your decision, you took on billable time.On the initial call, I was told that if the plumber needed a part to complete the job, a second appointment would typically be scheduled once the part comes in. It was not discussed on this call that we would be charged for the time it took the driver to pick up the part. I was again told that I would not be charged for the time that the plumber was not completing work. Regardless, if [redacted] has the part needed, the customer should be given the option to source it from there. Any fair company would suggest that to their client as opposed to billing them at a full rate for 1.5-2 hours driving time.3.   My husband called the answering service after hours to understand the bill a bit better. The operator was extremely rude and hung up on him several times. While profanity should not have been used, the customer service provided by the operator was the worst we have ever received. Horrible.Our after-hours answering service is solely there is schedule emergency dispatch calls for our plumbers, not to answer questions regarding billing. The operator attempted to inform your husband of this several times and only hung up after being sweared at.Your answering service is still a representation of your company and they should be trained to field calls from upset customers instead of displaying an extremely rude demeanor. The women claimed she did not work for your company and that she could not help us in any way. At the very least she could have passed along the appropriate contact information of somebody for us to work with instead of hanging up or telling us to “call back”. 4.   While on the conference call with the owner and the plumber, the company made no effort to understand our perspective, and instead proceeded to yell at my husband and I and tell us that we were wrong. If the company had clearly stated their standard policies to us in the beginning, there would have been no misunderstandings in the first place. Again, we feel as though the company stole from us.You were clearly informed of our billing policies when you called, as again, we provide our rates via a standardized script to every customer who calls our office. In addition, our on-site plumber went to great length to discuss the options available to you for repair, including the costs associated with us sourcing the replacement parts for you. At every step we provided pricing and options to you and you were free to choose what you wanted to do. Therefore, after we clearly disclosed our pricing and invested the time to address your issue with your approval to do so, it seems unfair of you to imply that we didn’t do so.After my initial call inquiring about services, when I was told we would not be charged for the time the plumber was not working on something, the plumber on site was giving me contradicting information on your billing policies. I explained this to the plumber, and he directed me to pay the full bill, and to call back the company afterwards to express my frustrations. I trusted and listened to his advice, however I did NOT sign the agreement because I completely disagreed with the rate I was being charged. I trusted that even though I paid the bill, the company would be willing to work out a fair rate for me based on the misleading information I was receiving. Obviously this was not the case and is why I feel that I was taken advantage of. 5.   "As a customer courtesy, we refunded that 1/2 hour."  -- when we called to get an initial quote for the service you explicitly stated there would be no charges for the time that the plumber was not doing work.  You cannot claim this as a customer courtsey when we were not supposed to be charged this in the first place.Your statement “you explicitly stated there would be no charges for the time that the plumber was not doing work”, simply isn’t true. Anytime our plumbers are onsite is billable time and that’s made clear during our billing rates script.This is just simply not true. This was NOT the information I was given during my initial call. I was again told I would not be billed for time the plumber was not doing work.We’ve been in the plumbing business for 56 years and have strict standards with regards to our client communication as it pertains to billing, labor rates and policies. These are enforced during the booking process with our customer service representatives and also maintained by our plumbers while in the field. The information you were given is no different than the hundreds of customers we service monthly with no issue.  Based on all of this, we don’t feel your complaint is warranted or justified.I can say that this is honestly the worst customer service I have ever received from a company. We have received misleading information that has led to this unpleasant situation, we were yelled at and talked down to by the owner of the company, and the company is still not willing to work out a FAIR agreement with us. Again, we truly feel that we were stolen from and request that we be refunded for the time the plumber was not working which is what I initially agreed to.
Sincerely,
[redacted]