Pro Drain & Rooter Service

Please see attached letter regarding Pro Drain and Rooter's response to customer [redacted] complaint.Thank you for your time and effort in this matter, Re: Complaint # [redacted] by Customer [redacted] against Pro Drain and Rooter Service Dear Revdex.com, Thank you for this opportunity to respond to the complaint by Mr [redacted] This response will be as clear and concise as possible and describe those circumstances that have resulted in Mr [redacted] ’s complaint The following is the timeline and circumstances of this business transaction (As a note, our plumbers and technicians carry with them iPads and iPhones that are company issued and allow us to track their locations and how long they are at any given location.) On June 15, 2015, at 12:09, our plumber, Adam P***, arrived at the [redacted] at [redacted] **, in Portland, OR, to perform a repair for our non-profit customer, [redacted] The request had been to repair a leaking faucet underneath the sink Upon arrival, Adam discovered that that there was a leak at the spout of the hand washing sink and he repaired that leak very quickly He also discovered that there were leaks at the rubber seals of the “basket strainers,” which are typical parts for a restaurant Adam’s exact notes from his iPad on that date, and that are imprinted on the customer’s invoice, are as follows: “The hand wash sink was leaking at the spoutI tightened the spout nut and stopped the leaks NOTE: The three rotary basket strainers are leaking at the rubber seal [redacted] I pick up the parts, I will need a two hour window to install.” It should also be noted that at Pro Drain, our plumbers carry 95% of all standard plumbing parts However, there are literally tens-of-thousands of potential plumbing parts that may be needed for any given job The type of basket strainers that were needed for this [redacted] ice cream shop are not standard and we do not carry them on our trucks at all times As a result, Adam then ordered these parts and returned on June 23, 2015, to complete the repair His notes (SIC) are as follows: “6/Plumbing per hour after initial service call: I replaced the three seals on the rotary basket strainer and replaced the three 2" abs female adapter connections with 2" ferncosI flood tested and checked for leaks.” Adam did all that was asked of him and did not overcharge nor take any inappropriate action during this call for service Mr [redacted] ’s complaint stemmed from being charged a service call on both dates of service It is our standard protocol to bill customers in the following fashion; $for a service call, which includes any and all services provided to the customer for the first minutes on site After those minutes, we then charge $per hour at minutes increments The initial invoice for Mr [redacted] had service calls for both dates and the additional time which was needed on the second visit Mr [redacted] called our office several times to complain of the price that had been charged for the initial call for service Even though during that call his hand washing sink’s faucet was repaired and the basket strainers had been diagnosed as problematic He told our Plumbing Coordinator, Deanna, our Office Manager, Aimee, and later our Customer Relations employee, Reed W***, that he should not have been charged for the visit on June because the plumber was only there “minutes.” However, there was a duality to his complaint in that he said Adam was only there five minutes, but was vehement in his insistence that the plumber purposefully wasted time and that he should have carried all of his tools in with him instead of assessing the problem and then going back out to his truck to get the wrenches that he needed It was difficult to reason with Mr [redacted] because his complaint was that the plumber was only there five minutes, yet he was also unprepared and slow in what he was doing, making several trips to his truck His complaints were contradictory in nature The time stamps for Adam’s GPS tracks that day were as follows: Arrived at work location – 12:p.m Left work location - 12:p.m Total of minutes at the work location Mr [redacted] was informed of these time stamps and the GPS tracks provided by Adam’s iPad that day and he commented that he did not care what the GPS said and that they “were wrong.” Mr [redacted] was so adamant that he should not have been charged for the first service call, that it was eventually removed from the invoice due to his continual calls and complaints He was then sent a revised invoice with charges stemming only from the second visitHowever, when he paid the invoice, he sent in half of the 1st visit’s charges and we changed the invoice to reflect that amount and we now consider the charges as paid in full It is our stance that for this leaking faucet at a commercial establishment that required two visits to repair, special ordering of parts, and labor that was provided during both visits, was charged appropriately In the end, Mr [redacted] had his sink and basket strainers repaired on two different visits and still paid less than $ It is our position that the pricing was fair and honest and that he was provided with service commensurate with that price We are very sorry that Mr [redacted] was not pleased with our services We try very hard to be customer service oriented in everything that we do However, it is our opinion that he was unreasonable in his requests for pricing that was under the value of services provided Thank you for your time and consideration in this matter, Tyler R [redacted] President Pro Drain and Rooter Service, Inc

Good afternoon,
I wanted to inform you that I finally received a message back from ProDrainThey have decided to zero out the invoice and I will be hiring different company to scope the drain again.
Thank you!

Please see attached letter regarding Pro Drain and Rooter's response to customer [redacted] complaint.Thank you for your time and effort in this matter,
 
 
Re: Complaint #[redacted] by Customer [redacted] against Pro Drain and Rooter Service
 
 
Dear...

Revdex.com,
 
      Thank you for this opportunity to respond to the complaint by Mr. [redacted].  This response will be as clear and concise as possible and describe those circumstances that have resulted in Mr. [redacted]’s complaint. 
 
      The following is the timeline and circumstances of this business transaction.  (As a note, our plumbers and technicians carry with them iPads and iPhones that are company issued and allow us to track their locations and how long they are at any given location.)
 
      On June 15, 2015, at 12:09, our plumber, Adam P[redacted], arrived at the [redacted] [redacted] at [redacted], in Portland, OR, to perform a repair for our non-profit customer, [redacted].  The request had been to repair a leaking faucet underneath the sink.  Upon arrival, Adam discovered that that there was a leak at the spout of the hand washing sink and he repaired that leak very quickly.  He also discovered that there were leaks at the rubber seals of the “basket strainers,” which are typical parts for a restaurant.   Adam’s exact notes from his iPad on that date, and that are imprinted on the customer’s invoice, are as follows:
 
“The hand wash sink was leaking at the spout. I tightened the spout nut and stopped the leaks.
NOTE: The three rotary basket strainers are leaking at the rubber seal. [redacted] I pick up the parts, I will need a two hour window to install.”
 
      It should also be noted that at Pro Drain, our plumbers carry 95% of all standard plumbing parts.  However, there are literally tens-of-thousands of potential plumbing parts that may be needed for any given job.  The type of basket strainers that were needed for this [redacted] [redacted] ice cream shop are not standard and we do not carry them on our trucks at all times.  As a result, Adam then ordered these parts and returned on June 23, 2015, to complete the repair.  His notes (SIC) are as follows:
 
“6/23 Plumbing per hour after initial service call:
I replaced the three seals on the rotary basket strainer  and replaced the three 2" abs female adapter connections with 2" ferncos. I flood tested and checked for leaks.”
 
Adam did all that was asked of him and did not overcharge nor take any inappropriate action during this call for service.
 
      Mr. [redacted]’s complaint stemmed from being charged a service call on both dates of service.  It is our standard protocol to bill customers in the following fashion;  $115 for a service call, which includes any and all services provided to the customer for the first 30 minutes on site.  After those 30 minutes, we then charge $115 per hour at 15 minutes increments.   The initial invoice for Mr. [redacted] had service calls for both dates and the additional time which was needed on the second visit. 
 
Mr. [redacted] called our office several times to complain of the price that had been charged for the initial call for service.  Even though during that call his hand washing sink’s faucet was repaired and the basket strainers had been diagnosed as problematic.  He told our Plumbing Coordinator, Deanna, our Office Manager, Aimee, and later our Customer Relations employee, Reed W[redacted], that he should not have been charged for the visit on June 15 because the plumber was only there “5 minutes.”  However, there was a duality to his complaint in that he said Adam was only there five minutes, but was vehement in his insistence that the plumber purposefully wasted time and that he should have carried all of his tools in with him instead of assessing the problem and then going back out to his truck to get the wrenches that he needed.   It was difficult to reason with Mr. [redacted] because his complaint was that the plumber was only there five minutes, yet he was also unprepared and slow in what he was doing, making several trips to his truck.  His complaints were contradictory in nature.
 
The time stamps for Adam’s GPS tracks that day were as follows:
 
Arrived at work location –            12:09 p.m.
Left work location -                         12:27 p.m.
Total of 18 minutes at the work location.
 
Mr. [redacted] was informed of these time stamps and the GPS tracks provided by Adam’s iPad that day and he commented that he did not care what the GPS said and that they “were wrong.” 
 
Mr. [redacted] was so adamant that he should not have been charged for the first service call, that it was eventually removed from the invoice due to his continual calls and complaints.  He was then sent a revised invoice with charges stemming only from the second visit. However, when he paid the invoice, he sent in half of the 1st visit’s charges and we changed the invoice to reflect that amount and we now consider the charges as paid in full.
 
It is our stance that for this leaking faucet at a commercial establishment that required two visits to repair, special ordering of parts, and labor that was provided during both visits, was charged appropriately.  In the end, Mr. [redacted] had his sink and basket strainers repaired on two different visits and still paid less than $300.  It is our position that the pricing was fair and honest and that he was provided with service commensurate with that price.
 
We are very sorry that Mr. [redacted] was not pleased with our services.  We try very hard to be customer service oriented in everything that we do.  However, it is our opinion that he was unreasonable in his requests for pricing that was under the value of services provided.
 
Thank you for your time and consideration in this matter,
 
Tyler R[redacted]
President
Pro Drain and Rooter Service, Inc.