Rambler's Bar & Grill

In early June 2017 [redacted] called [redacted] to inquire about services. She explained that she would need some fixtures reinstalled after her kitchen countertops were replaced_ She asked how much we charge and was told $115 per hour including drive time one way to her home plus...

any materials that would be needed. She said she was not ready to make an appointment at that time and would call back when her kitchen was closer to being ready. Friday, June 16, 2017 [redacted] called to set up an appointment to have her fixtures reinstalled. An appointment was scheduled for Wednesday, June 21, 2017 at 9a.m. Tuesday, June 20, 2017 [redacted] called to inform us that there was an Issue with the countertops being Installed and that she would need to reschedule her appointment at a later time. The next week [redacted] called to inform us that the countertops would be installed Thursday, July 6, 2017 and wanted for us to install the fixtures Friday, July 7, 2017. An appointment was set for 9 a.m. Monday, July 3, 2017 [redacted] called to let us know she wanted the fixtures reinstalled Thursday, July 6, 2017 because her countertops were going to be put in place a day earlier than planned. We explained to her that with it being a short week, due to the July 4°' holiday, our schedule was booked up for that day. [redacted] seemed frustrated by this so we told her we would do our best to try to work her in sooner than planned. Always wanting to ensure that our customers are satisfied, we were able to accommodate [redacted] after moving our schedule around and reinstalled her fixtures Thursday, July 6, 2017. We would like address [redacted]'s complaint about [redacted] Her first issue is with the [redacted] phone book. She claims that [redacted] is listed in the [redacted] phone book with a [redacted] address; this is incorrect. Our corporate office is located at [redacted] and is very much in [redacted] This location handles our billing and accounting and is not the location out of which our plumbers work. [redacted] never addressed these concerns with us while scheduling her appointments. [redacted] also mentioned that we charged her for. the time it took for our plumber to go to a supply house to get the materials to complete her Job. Our plumber left our office at 8:10 a.m. and completed his transaction at the supply house at 8:15 a.m. We have a receipt verifying this time. [redacted]'s charged time started at 8:15 a.m. until the plumber completed his work at 12:15 p.m. This is four hours. [redacted] was charged $460 for four hours of work plus $43.84 for materials and tax as set forth in our very first conversation with her. Her total was $503.84. It is unfortunate that [redacted] feels this is "deceitful" but she was billed a fair price for the services rendered.[redacted] stated that two days after the work was completed there was a large amount of water on the floor in front of the kitchen sink cabinet where they found the cold water supply connection leaking and that they had fixed it. In questioning our plumber that was onsite, he stated after installing the kitchen sink faucet, disposal, soap dispenser, 3M Aqua Pure Filtration Filter, relocating disposal push button switch and connecting sink drain, dishwasher drain and hot water line he checked to ensure there were no leaks. He also asked the [redacted]s to check the work that was completed to guarantee their satisfaction. They looked over his work, saw no leaks at that time and also complimented him on how clean the work was and how well the Job was carried out. In response to the "odd incidents' portion of the complaint, [redacted] wanted to reuse the existing disposal but replace the flange that connects the disposal to the sink. The plumber installed the new flange and reinstalled the existing disposal and its existing rubber seal, which is a one-piece seal and splashguard combination. [redacted] wanted the splashguard she purchased installed. The plumber explained that the splashguard she purchased was not meant to work with the existing disposal but [redacted] wanted to see how her newly purchased splashguard looked and drained once installed. In order to do this, the plumber put in the new splashguard on top of the old splashguard When he ran the water in the sink it drained slowly but once the disposal was running the water drained well. [redacted] stated that it was satisfactory therefore the plumber left the second splashguard installed. [redacted] called to leave a message about the issue encountered over the weekend. [redacted], our Operations Manager, returned her call first thing Monday, July 10, 2017 at 7:55 a_ m. and offered to come out to inspect and repair the issue at no cost. [redacted] said it was not necessary and that her husband had already fixed the problem James let her know that if they had any other issues to give us a call. Thank you, [redacted]

Complaint: [redacted]
I am rejecting this response because:Complaint: [redacted]I am rejecting this response because:I think all of the small issues are distracting from the real issue,  I feel it is false advertising/ deceitful to list a business with a local address and not tell the customer the correct address when you charge by the hour from the time you leave your store. But I will go ahead and respond to your letter with some detail. I am not sure why [redacted] said that I was frustrated when I scheduled the appointment. I was very thankful that the business was trying to accommodate me. [redacted] said that he had another job on Wednesday, and he didn’t think that he would be finished; it would run into Thursday. So I scheduled Friday for plumber to visit, and I said that if there were a cancellation I would be available Thursday and would love to get it done, just let me know. No frustration on my part at all. A day or two later his office called and said they had an opening for Thursday so I changed the appointment..I will send a photo of the [redacted] phone book that shows the entry for [redacted] Plumbing. [redacted] Plumbing is listed in the book with all of the other plumbing contractors in the area. [redacted] Plumbing list the address as [redacted]. There is no mention that this is corporate office location. There is no mention of any other address for [redacted] Plumbing. Any person looking for a local plumber would assume the [redacted] address listed in the local phone book is the address from which the plumbers work. If [redacted] wants to charge customers from the time his plumbers leave his office in South Austin, he needs to be clear about his location to the customer. Why would any customer in [redacted] hire a plumber to drive from South Austin to [redacted] and pay him for the time it takes to drive that distance? There are many local plumbers that I could have hired. Actually, I thought I did hire a local plumber with the way the business is listed in the phone book.  [redacted] stated, “[redacted] never addressed these concerns with us while scheduling her appointments.” Why would I address a concern about the location when I had the address in the phone book, and no one ever mentioned the address in the phone book is incorrect or any other address?[redacted] also stated, “[redacted] also mentioned that we charged her for the time it took for our plumber to go to a supply house to get the materials to complete her Job.”   I only included that in my complaint because that is what I was told over the phone when I called about the high bill. The receipt for the charges is general. Because I had no detailed breakdown of the charges, I didn't know. When I called you after the appointment. You seemed very upset with me over the phone, actually angry with me because I questioned the charges. The time you state it took the plumber to do his work in your letter includes travel time.The plumber was only at my house for about 2 ½ hours of work. This is not the issue. The issue is that I should have been told your location, since it is listed incorrectly in the local phone book and I was charged for a long travel time.We did have a large leak in the connection to the cold water valve. Saturday, the first day we cooked and washed dishes, we found a large amount of water on the floor in front of the cabinet. Apparently, the leak had stated before we caught it because the cabinet floor was swollen in places due to it being wet. It took us a lot of time to figure out where the leak was coming from as well as to dry out the cabinet.  My husband fixed the leak.My husband and I did look under the sink when the plumber was present and everything looked fine to us, but the leak must have stated soon after, and we were not aware of the leak until we found water on the floor in front of our cabinet.The statement that [redacted] wrote, “The plumber explained that the splashguard she purchased was not meant to work with the existing disposal but [redacted] wanted to see how her newly purchased splashguard looked and drained once installed.” This is just not true. I was surprised to see the old splashguard installed and mentioned that to the plumber. He told me the new splashguard didn’t fit so he put the old one in, and he mentioned that the water was draining slowly from the sink. Later on, I was cleaning up and asked where the new splashguard was, and the plumber said that I must have thrown the new splashguard away in the trash. I knew I hadn’t thrown it away.  After he left the house, I found that he installed both the new and old splash guards. My husband was also present and heard the conversation. I want to add that we hired a plumber to do the work; the decision to install products was up to him, not us. He could have just explained what he was doing instead of telling me that I threw the splash guard away. Regards,[redacted]