Puppies-N-More

Complaint: [redacted] I am rejecting this response because:Aloha MsKelleyMsE [redacted] has clearly crossed over into the delusion world Now she is claiming that industry standards justify the fact I was charged despite the fact that her representative did not inform me of any minimum charges is ludicrous The valid points are as follows: There is ZERO evidence that I was informed of the minimum charge at the time I made the first call or when my appointment was calendared The services I contracted for were NOT provided, as ADMITTED to by MsE [redacted] as she indicated I was in fact told to read the manual after the technician’s minute visit (which is apparently another industry standard) The plumber was more than an hour late with no notice (which was flippantly suggested as yet another industry standard) It was not suggested, nor was I informed, to contact another company; the date on the invoice and the FYI reference clearly demonstrates that I was informed only post visitThe notion that a consumer providing a credit card automatically exhibits an awareness of a business’s fees policy is ridiculous I provided my credit card information because I was told it was required to calendar my appointment It makes perfect sense that I was told charges could not be determined until after an initial assessment of the condition of my system That is what I was told and I acted with trust and in good faith providing my credit card under those circumstances and with that understanding.Had I known that my request could be covered as a free service from another company, obviously I would have pursued that Furthermore, the FYI is not used as a reminder; this is something used upon first disclosing information These are the valid points that have not been spoken to.Also, MsE [redacted] refuses to acknowledge that she said to me over the phone that she would send her technician back to my residence on unpaid time to ‘teach him a lesson’ for telling me to read my manual rather than actually helping me This would have undoubtedly caused hostility and is most certainly unethical She has not addressed this point at all It is no surprise though because it would be an admission of her unethical and potentially illegal business practicesThe points numbered above are precisely the valid reasons I should receive an adjustment The point is THE WORK WAS NOT DONE I was changed the 1-hour fee and those services were not provided DPP resold the time that I was erroneously charged for I’ve been treated unfairly; DPP’s actions have been and continue to be unethical and inconsistent with Hawaii lawSincerely, [redacted] - [redacted]

AlohaI am in the process of moving and missed some of your emailsIt appears that I missed some of your emails regarding a complaint I filedI had asked for an itemized billing but it doesn't appear that I received thatIs there anything else I can do as it appears the case has been closed? [redacted] ***, PhD

Subject: Complaint Id No [redacted] Responding to complaint id [redacted] Please be advised that this complaint only came through my email this morning at 10:54am stating "complaint had been closed as unresolved" Prior to this morning I had not received any emails from Revdex.com The only email I got from the Revdex.com previously was a direct email that was sent to me from Kaina Kelley on April 26th on which I responded immediately after I had spoken with Kaina that morning and notified her that I had not received any emails from Revdex.com Regardless of Mr [redacted] 's opinion it is an industry standard to charge a minimum fee We do not send out contracts for hourly work on minor services Any services taken require a credit card number prior to scheduling and customers are notified of charges I as a consumer would never give my credit card to a company without knowing the fees Mr [redacted] was well aware of the fees He was also well aware that we did not install his solar system He was notified to call the plumber that installed his system because they may have covered the work under their warranty He stated that he did not want to work with them.Mr [redacted] s invoice that he submitted states that our $95/hour is a minimum We had noted the "FYI" on his invoice as a reminder for our company of why we charged for this service(As I stated to MrWager, if this were our system we would not charge for this service and he may want to check with the original installers to find out if they offer such a warranty).I responded to all of Mr [redacted] s complaints in my reply on April 26th His complaint states nothing valid Mr [redacted] is free to call other plumbers and inquire about their charges Most plumbers charge a higher fee for their first hourEven if they do not charge a higher fee there is always a minimum fee If Mr [redacted] called the plumber that originally installed his system and got their first hour minimum fee that may be why he decided to use our company instead Our rates are much lower.Unless Mr [redacted] has useful information that could contribute to a valid reason of why he should receive an adjusted minimum fee over our hundreds of other customers that do not dispute payments for work that we did then I would hope that he would not be able to waste anymore of our timeThank you for understanding that our time is valuable and that this complaint holds no solid evidence for a dispute.Sincerely, Marcel E***Office Manager/RMEDrainpipe Plumbing & Solar, LLC

From: ***@hawaii.rr.com [mailto:***@hawaii.rr.com] Sent: Tuesday, December 20, 10:AMTo: complaints Cc: [email protected]: Complaint Id No [redacted] We are responding to our customer complaint id no [redacted] from [redacted] *** Please see correspondence below.Regarding your complaint on December 8, via Revdex.comWe were really surprised to receive your complaint as we have gone over and beyond to meet the demands and changes of your project We understand that it is difficult and time consuming to act as the contractor on a home project We provided you with a quote prior to starting any work for the demolition and replacing of your fixtures in the master bath and hall bath We did notify you from the beginning that we require two weeks for scheduling We met your requests of completing the master bath first and then working on the hall bath We completed demolition of the existing fixtures and replacing with new in the master bath as noted on our proposal We also did the demolition and replaced new fixtures on the (2) lavatories and (1) toilet in the hall bath At that time you decided not to complete the work to the hall bathtub because of scheduling delays that were not on our part As the contractor on project scheduling is difficult when you have multiple trades to coordinate We were able to schedule each phase within two weeks or under We have billed you 75% of the total contract price which is not unreasonable considering that all of the work has been completed except for the hall bathtub There has also been a lot of work done that has currently not been billed We spent two hours re-plumbing your master bath shower valve because your tile setter added three layers of hardy board We were not notified of this change and the valve was covered and required extra work to locate and re-route the valve As the contractor it would have been your responsibility to coordinate this work We also spent one hour investigating your clogged drains We extended our courtesy to you by coordinating one of our subcontractors to clear your sewer lines which were then discovered to have been clogged with overgrown roots in a rotted sewer line and full cesspool Regarding the leak in your master bath; the leak was due from an old angle valve that was originally installed with your home and we did offer to help you remedy the problem of the wet baseboard and carpetThe second toilet that you were referring to as leaking was from our plumber removing the toilet which is a amount of water from removing a toilet which did no damage or flooding We have had one journeyman plumber and one master plumber scheduled on the entire duration of your project We have been more than fair in our pricing and scheduling with superior workmanship Again, we are surprised to have received a letter from you at the end of your project when payment is now due If any clarification is needed we would be happy to assist.Thank you for your time.Marcel E***Office Manager/RME

I would like to close out this complaintThe company has addressed my concerns.Mahalo for your assistance *** ***

Complaint: ***
I am rejecting this response because:The information contained in DPP’s response is misleading and inaccurate. This is fully consistent with their typical business practices. Evidence of this is clear at the end of their response: instituting a finance charge without notice. Beyond that, DPP stalled until the day before they intended to levy the fees to make it known that such a mandatory fee is their established policy. I filed my complaint on the 3rd of April; The Revdex.com contacted DPP a second time on the 18th of April requesting my concerns be addressed This request by the Revdex.com went unanswered. I followed up again with a certified letter (in addition to documented emails) outlining my complaint. DPP waited an additional days to actually provide a reply and only to couch their threat of additional fees. DPP is being deliberately misleading and providing alternative facts to the reality of what truly happened in this case:1. I was NOT informed of the hour minimum charge when inquiring about a potential appointment, OR during their follow up phone call to calendar my appointment;2. I was mislead to believe that provided a credit card was required to calendar my appointment and that charges would be determined after the initial inspection pursuant to the recommendations of the technician;3. I was NOT informed or instructed to contact another plumbing company for service until AFTER the technician’s minute visit when I questioned the 1-hour charge for services NOT provided;4. On the day of the appointment I called the office because the plumber was a full hour late;5. The details of the events recounted by DPP are false: after adjusting the water temperature on the water heater, I asked the technician to show me how to use the digital solar box and I was told simply to read the manual. The fact remains that Marcel explicitly stated she would send the technician back to my home to ‘teach him a lesson’ for not showing me the use of my system. DPP acted unethically and not in accordance with established Hawaii law with respect to charging for services not provided.I have no problem paying what is fair for the services provided. This afternoon, upon notification of yet again another undisclosed charging policy, I submitted payment in protest via the phone because it was the only way to meet the newly disclosed payment deadline.I am a highly educated professional. I acted in good faith and with full intention of paying for services from DPP when I made the initial appointment. I fully understand the English language and am completely capable of paying for services agreed upon and provided. The fact of the matter in this case is that I was not informed of the minimum charge, the technician was an hour late with no notice, stayed for minutes, did not provide the service scheduled, and told me to read my manual rather than actually doing what was requested.I reject the business’s response. Respectfully,
*** ***-***

I forgot to add one item in my response: the second bathroom leak did result in floodingI had to use a wet vac several times to remove the water from the carpetI also had to use multiple fans for over a week to dry out the areaThroughout the scope of the project I actually made complaints to them about the damage caused at each time it occurredAs mentioned previously, they offered to come out to help with the damage the first time but they never followed up on that promiseOn the phone two different employees of Drainpipe indicated they would be willing to provide me with a detailed listing of what the remaining amount was covering but in their response to you they indicated they do not do that. *** ***, PhD

Please see attached proposal. Thank you

We were contacted by [redacted] to check his solar system to make sure that everything was functioning properly.  As customary we do research prior to scheduling an appointment to make sure that it is our system so that we can determine the age of the system and if it is covered under a...

warranty.  We discovered that Mr. [redacted]'s system was not installed by Drainpipe.  It was installed by another contractor.  We informed Mr. [redacted] about this and told him that he may want to contact the contractor that installed his system.  He said that he preferred to have Drainpipe look at his system.  We proceeded with our normal procedure of letting the customer know that our charges are $95/hour for one plumber with a minimum of one hour and we take a credit card number prior to scheduling any appointments.  Mr. [redacted] agreed and gave us his credit card number.  The day of the appointment Mr. [redacted] called our office confirming his appointment.  Our office staff told him that our plumber was running behind schedule and would be there shortly.  Our plumber arrived at the residence and checked the solar hot water system as directed and ensured that everything was working properly.  He turned up the thermostat to the solar hot water system to resolve the issue of the customer not having enough hot water.  The customer asked about adjusting the digital controller to his solar system and he was advised by our plumber not to adjust the digital controller but that he could read through the manual to detect error codes should that problem every occur.  Mr. [redacted] has taken up substantial office staff's time including the owner of Drainpipe trying to get around paying the full amount of his bill.  He has also stated to our office staff when he first called inquiring about his charges that "I know $95 an hour is a minimum but your plumber was only here for 15 minutes and he was late!".  Walking a customer through the functions of a solar hot water system only takes a few minutes because there are only a few adjustments they should make if any to their system.  Our standard charges are $95/hour with a minimum of one hour.  There is no way to get around that.  $95/hour barely covers the cost of a plumber driving to his home and spending 15 minutes at his home let alone the overhead expenses of running an office to take his phone call, schedule his appointment, process billings and payments.   Please be advised that Mr. [redacted]s invoice will start incurring finance charges as of 4/27/2017.  If payment is not made in full within 10 days [redacted]'s invoice will be sent over to collections. ..

From: [redacted]@hawaii.rr.com [mailto:[redacted]@hawaii.rr.com] Sent: Tuesday, December 20, 2016 10:54 AMTo: complaints <[email protected]>Cc: [email protected]: Complaint Id No [redacted]We are responding to our customer complaint id no. [redacted] from [redacted].  Please see...

correspondence below.Regarding your complaint on December 8, 2016 via Revdex.com. We were really surprised to receive your complaint as we have gone over and beyond to meet the demands and changes of your project.  We understand that it is difficult and time consuming to act as the contractor on a home project.  We provided you with a quote prior to starting any work for the demolition and replacing of your fixtures in the master bath and hall bath.  We did notify you from the beginning that we require two weeks for scheduling.  We met your requests of completing the master bath first and then working on the hall bath.  We completed demolition of the existing fixtures and replacing with new in the master bath as noted on our proposal.  We also did the demolition and replaced new fixtures on the (2) lavatories and (1) toilet in the hall bath.  At that time you decided not to complete the work to the hall bathtub because of scheduling delays that were not on our part.  As the contractor on project scheduling is difficult when you have multiple trades to coordinate.  We were able to schedule each phase within two weeks or under.  We have billed you 75% of the total contract price which is not unreasonable considering that all of the work has been completed except for the hall bathtub.  There has also been a lot of work done that has currently not been billed.  We spent two hours re-plumbing your master bath shower valve because your tile setter added three layers of hardy board.  We were not notified of this change and the valve was covered and required extra work to locate and re-route the valve.  As the contractor it would have been your responsibility to coordinate this work.  We also spent one hour investigating your clogged drains.  We extended our courtesy to you by coordinating one of our subcontractors to clear your sewer lines which were then discovered to have been clogged with overgrown roots in a rotted sewer line and full cesspool.  Regarding the leak in your master bath; the leak was due from an old angle valve that was originally installed with your home and we did offer to help you remedy the problem of the wet baseboard and carpet. The second toilet that you were referring to as leaking was from our plumber removing the toilet which is a normal amount of water from removing a toilet which did no damage or flooding.  We have had one journeyman plumber and one master plumber scheduled on the entire duration of your project.  We have been more than fair in our pricing and scheduling with superior workmanship.  Again, we are surprised to have received a letter from you at the end of your project when payment is now due.  If any clarification is needed we would be happy to assist.Thank you for your time.Marcel  E[redacted]Office Manager/RME

AlohaI am in the process of moving and missed some of your emails. It appears that I missed some of your emails regarding a complaint I filed. I had asked for an itemized billing but it doesn't appear that I received that. Is there anything else I can do as it appears the case has been closed?[redacted], PhD

Subject: Complaint Id No. [redacted]Responding to complaint id [redacted].  Please be advised that this complaint only came through my email this morning at 10:54am stating "complaint had been closed as unresolved".  Prior to this morning I had not received any emails from Revdex.com.  The only email I got from the Revdex.com previously was a direct email that was sent to me from Kaina Kelley on April 26th on which I responded immediately after I had spoken with Kaina that morning and notified her that I had not received any emails from Revdex.com.  Regardless of Mr. [redacted]'s opinion it is an industry standard to charge a minimum fee.  We do not send out contracts for hourly work on minor services.  Any services taken require a credit card number prior to scheduling and customers are notified of charges.  I as a consumer would never give my credit card to a company without knowing the fees.  Mr. [redacted] was well aware of the fees.  He was also well aware that we did not install his solar system.  He was notified to call the plumber that installed his system because they may have covered the work under their warranty.  He stated that he did not want to work with them.Mr. [redacted]s invoice that he submitted states that our $95/hour is a minimum.  We had noted the "FYI" on his invoice as a reminder for our company of why we charged for this service. (As I stated to Mr. Wager, if this were our system we would not charge for this service and he may want to check with the original installers to find out if they offer such a warranty).I responded to all of Mr. [redacted]s complaints in my reply on April 26th.  His complaint states nothing valid.  Mr. [redacted] is free to call other plumbers and inquire about their charges.  Most plumbers charge a higher fee for their first hour. Even if they do not charge a higher fee there is always a minimum fee.  If Mr. [redacted] called the plumber that originally installed his system and got their first hour minimum fee that may be why he decided to use our company instead.  Our rates are much lower.Unless Mr. [redacted] has useful information that could contribute to a valid reason of why he should receive an adjusted minimum fee over our hundreds of other customers that do not dispute payments for work that we did then I would hope that he would not be able to waste anymore of our time. Thank you for understanding that our time is valuable and that this complaint holds no solid evidence for a dispute.Sincerely,  Marcel E[redacted]Office Manager/RMEDrainpipe Plumbing & Solar, LLC

Complaint: [redacted]
I am rejecting this response because:Aloha Ms. KelleyMs. E[redacted] has clearly crossed over into the delusion world.  Now she is claiming that industry standards justify the fact I was charged despite the fact that her representative did not inform me of any minimum charges is ludicrous.  The valid points are as follows:1.     There is ZERO evidence that I was informed of the minimum charge at the time I made the first call or when my appointment was calendared2.     The services I contracted for were NOT provided, as ADMITTED to by Ms. E[redacted] as she indicated I was in fact told to read the manual after the technician’s 15 minute visit (which is apparently another industry standard)3.     The plumber was more than an hour late with no notice (which was flippantly suggested as yet another industry standard)4.     It was not suggested, nor was I informed, to contact another company; the date on the invoice and the FYI reference clearly demonstrates that I was informed only post visitThe notion that a consumer providing a credit card automatically exhibits an awareness of a business’s fees policy is ridiculous.  I provided my credit card information because I was told it was required to calendar my appointment.  It makes perfect sense that I was told charges could not be determined until after an initial assessment of the condition of my system.  That is what I was told and I acted with trust and in good faith providing my credit card under those circumstances and with that understanding.Had I known that my request could be covered as a free service from another company, obviously I would have pursued that.  Furthermore, the FYI is not used as a reminder; this is something used upon first disclosing information.  These are the valid points that have not been spoken to.Also, Ms. E[redacted] refuses to acknowledge that she said to me over the phone that she would send her technician back to my residence on unpaid time to ‘teach him a lesson’ for telling me to read my manual rather than actually helping me.  This would have undoubtedly caused hostility and is most certainly unethical.  She has not addressed this point at all.  It is no surprise though because it would be an admission of her unethical and potentially illegal business practices. The points numbered above are precisely the valid reasons I should receive an adjustment.  The point is THE WORK WAS NOT DONE.   I was changed the 1-hour fee and those services were not provided.  DPP resold the time that I was erroneously charged for.  I’ve been treated unfairly; DPP’s actions have been and continue to be unethical and inconsistent with Hawaii law. Sincerely,
[redacted]-[redacted]

When we provide our customers with a contract we do not provide them with itemized billing.  The contract is detailed to include the work that is to be done with the total amount that will be due for contracted work.