Raine & Son

Dear [redacted],Thank you for your recent letter citing the complaint you received regarding the services and Subsequent charge for a toilet repair for customer [redacted] by Raine & Son, LLC.If we may, this customer has taken advantage to air their complaint not only with Revdex.com, but other...

Social media in hopes of expressing their one-sided version of what they think they should be paying in today's market versus reality for equivalent repairs. In any event, as I am sure you are aware in dealing with issues of this nature, there is always two sides to every story. This matter is no exception.We have attempted to recite the details of this situation covered in our Operations Team meeting this morning in hopes of explaining the facts associated with this situation as concisely as We can."As We discussed, We always quote labor rates to all COD Customers as they call in to Schedule Work. Also, we have a policy to collect a credit card number to set the appointment and explain this will not be automatically charged, as We will contact them with the totals prior to billing. This particular job was called in as a "loose toilet" and we dispatched a technician to further diagnose the total extent of the requested repair. Once on site he located the cause of the problem as a broken ABS toilet flange in need of replacement and reported it to our office and the customer. At that time the customer had a conversation with the Vice President asking how much the job would cost in total. The response was "we will not know what will be needed until we start removing the necessary pipework". The customer was asked if they WOuld like us to Continue and they replied "Yes". Our tech requested extra material and equipment to Complete the job as requested. The Service Manager personally delivered material to the job site allowing the tech to complete the work. After the job was completed we made adjustments in regards to time, simply due to the wait time for material and equipment to be delivered. Reductions were instituted prior to any additional Conversation with the customer. Our billing department contacted the customer and relayed the price and it was accepted. Shortly after, the customer's husband called and seemed very upset about the charges. The Service Manager had a lengthy conversation and attempted to answer his questions. His first issue was the amount of time our tech took. It was explained to the best of our abilities and also mentioned We have already removed approx. an hour and a half (1.5 hours) from the bill, due to the Wait time. Next he started to explain he was a plumber of some kind in the past and the material was also too expensive. He suggested several times "it was only a flange, some screws, and a wax ring. We explained there was more material required to complete the work and additional equipment charges he had not taken into account. This only seemed to make him more upset. He asked to talk to someone else and the call was transferred to the Vice President. The same Conversation was had again and it ended with the Customer still upset." Unfortunately, we exhausted our efforts to provide an adequate explanation of our charges and any further adjustment is NOT forthcoming.We certainly appreciate your attempt to intervene and moderate this situation, but no further adjustments will be granted.Again, thank you for reaching out to us!Regards,

I called this company to conduct an irrigation system backflow preventer as ordered by WSSC. For $230 they would come out and test the system and file the necessary paperwork with WSSC. This is now a mandatory yearly event. On 5/28/15 the tech came out and checked the equipment. after 45 minutes I look for the tech and he was gone. There was tag on my system and the water shut off. I call the company and was told that the system failed. and my $230 did not go towards repair. Now my system is leaking water from the backflow where there were NO leaks prior to the company's tech arriving. I think this is a way to charge homeowners for needless repairs!