Ray Stovall Plumbing

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11437777, and find that this resolution is satisfactory to me Regards, [redacted]

We are only allowed to fix the items covered under his policy and under the customer's policy American Home Shield did not cover these items We left the customer a discounted rate because he is under American Home Shield The problem is not with Ray Stovall Plumbing Per our contract with American home Shield we can only fix an item if they say we can With this customer's policy he did not have the coverage

According to this customer's policy American Home Shield does NOT cover for our Company to go on the roof to clear a stoppage Our company cares about American Home Shield customers and what American Home Shield will cover for them .If the customer would pay to put in the clean out ,American Home Shield will cover for each time we go out there and It would be COVERED under the policy Understanding your policy and what American Home Shield covers will eliminate all the confusions .The manager that you spoke with was not trying to be rude she was trying to explain to you your policy and why the plumber did what he did .As far as Ray Stovall Plumbing rules we do not allow the Technician to go on the roof for their safety .Ray Stovall Plumbing is a full service company

The $charged for closet modification was quoted not only to make room for the pan, but also included cutting studs and other modifications in order to run the drain lineHowever, in recognition of the customer's dissatisfaction, and the fact that room for the pan was ultimately provided by the installation of the combustion air vent, we will agree to refund the customer the $requested

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10527295, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Attached is the bill for the job w none of the code Ganges Ray Stovall claimed were neededThe one item they did change was the vent and that was not on Ray Stovall quote And yes the completed job was inspected by the parish Regards, [redacted] ***

We went to Customer's house from a ticket we received from American Home Shield on 3/11/One of our plumbers went out there he diagnosed that the customer needed two spouts because that was the problem The plumber also noticed that the shower wasn't coming out of the shower head correctly and so he took the handle off to see if the it was put in upside down , but it wasnt He put it back and it started working better but not as good as it should have so ,as per customers contract with American Home Shield we had to order parts American home Shield did not cover to replace it We ordered the specialty parts(during those winter storms) and when they came in we installed them on 3/11/Everything was working properly for two weeks then we received another ticket from American Home Shield The customer said he was still having problems so we sent another technician to diagnose the problem When that plumber arrived he noticed it was leaking so he said he needed to order a cartridge to see if that would work , as per contract with American Home Shield we must fix , not replace Customer got upset and started to verbally abuse my technician and sent him out the door He said our plumber is incompetent and that we are to never come back to his home again If this was not under American Home Shield we would have REPLACED the item , but per the contract with American Home Shield we MUST find parts to fix the items causing frustration with the customer I wish there was a better way to help the customer but we have guidelines we must follow under his home warranty company .As for the customer wanting his $back he needs to contact American Home Shield We are Required by contract to collect the service fee

Will the customer allow our company to come back out there and look at the work the other company did ? Or does the customer know if the pipes that were put in were pex or not ?After reviewing the invoice from the other company we offered the customer more "code" work to be done with a less price amount than the company that went out there

Ray Stovall Plumbing replaced the water heater at the customer's home on 04/The water heater was installed and modified to meet the State Plumbing Code requirementsThe customer complains that the water heater is leaning, and there are holes in her door and that the door no longer
closes. The water heater is located in an exterior shed which offers limited space to work withinWhile being installed, the water heater was turned to the side and installed in the only manner that was possible in order for the unit to fit within the shedThe City Plumbing Inspector advised the customer that the heater is installed in the only manner possible to accommodate the allotted spaceThe water heater's leaning does not affect the functionality of the water heaterThe code required that a combustion air vent be installed in the closet in order for the unit to draw airA hole was cut in the closet door to allow for the vent installation per the code requirementThe code also required that a pan be placed beneath the water heaterThe pan is currently pushing the door of the shed out at the bottomRay Stovall Plumbing was advised by the City of Kenner Plumbing Inspector that the combustion air vent currently installed in the closet door can be made larger; making the vent larger will make additional room for the pan and allow the door to close all the way. We will not be able to refund any money paid for the installation of the water heater as we have already applied the payment to parts and laborRay Stovall Plumbing maintains that the work does not need to be redone as the water heater is fully functional and up to the State Plumbing CodeWe will return on Monday 5/to cut a larger hole in the door and correct the issue with the door not fully closing

In order to review this better we need a copy of the other plumbing company's invoice .What we quoted was correct according to the Plumbing Code Book

I have spoke to the both Mr and Mrs regarding this situation and have come up with a mutual decision

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11437777, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10527295, and have determined...

that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Attached is the bill for the job w none of the code Ganges Ray Stovall claimed were needed. The one item they did change was the vent and that was not on Ray Stovall quote  And yes the completed job was inspected by the parish  Regards,
[redacted]

We are only allowed to fix the items covered under his policy and under the customer's policy American Home Shield did not cover these items . We left the customer a discounted rate because he is under American Home Shield . The problem is not with Ray Stovall Plumbing . Per our contract with...

American home Shield we can only fix an item if they say we can . With this customer's policy he did not have the coverage .

We went to Customer's house from a ticket we received from  American Home Shield on 3/11/2015 . One of our plumbers went out there he diagnosed that the customer needed two spouts because that was the problem . The plumber also noticed that the shower wasn't coming out of the shower head...

correctly and so he took the handle off to see if the it was put in upside down , but it wasnt . He put it back and it started working better but not as good as it should have so ,as per customers contract with American Home Shield we had to order parts . American home Shield did not cover to replace it . We  ordered the specialty parts(during those winter storms) and when they came in we installed them on 3/11/15 Everything was working properly for two weeks then we received another ticket from American Home Shield . The customer said he was still having problems so we sent another technician to diagnose the problem . When that plumber arrived he noticed it was leaking so he said he needed to order a cartridge to see if that would work , as per contract with American Home Shield we must fix , not replace . Customer got upset and started to verbally abuse my technician and sent him out the door . He said our plumber is incompetent and that we are to never come back to his home again . If this was not under American Home Shield we would have REPLACED the item , but per the contract with American Home Shield we MUST find parts to fix the items causing frustration with the customer . I wish there was a better way to help the customer but we have guidelines we must follow under his home warranty company .As for the customer wanting his $75.00 back he needs to contact American Home Shield . We are Required by contract to collect the service fee .

The $245.00 charged for closet modification was quoted not only to make room for the pan, but also included cutting studs and other modifications in order to run the drain line. However, in recognition of the customer's dissatisfaction, and the fact that room for the pan was ultimately provided by the installation of the combustion air vent, we will agree to refund the customer the $245.00 requested.

According to this customer's policy American Home Shield does NOT cover for our Company to go on the roof to clear a stoppage . Our company cares about American Home Shield customers and what American Home Shield will cover  for them .If the customer would pay to put in the clean out...

,American Home Shield will cover for each time we go out there and It would be COVERED under the policy . Understanding your policy and what American Home Shield covers will eliminate all the confusions .The manager that you spoke with was not trying to be rude she was trying to explain to you your policy and why the plumber did what he did .As far as Ray Stovall Plumbing  rules we do not allow the Technician to go on the roof for their safety .Ray Stovall Plumbing is a full service company.

The problem at the house on  [redacted] is far greater than simply fixing a leak on the sewer line. The sewer line Needs to be replaced to properly remedy the issue. The sewer line under the house was not secured at the plumbing code mandated intervals this is the main...

contributing factor to the condition of the sewer line. If we just attempted to fix the leak the customer would likely have leak, after leak on the substandard line that remained. It is the law that all plumbing repairs and installation meet all state and local plumbing codes. Ray Stovall Plumbing would be breaking the law, and would be subject to state and local fines if plumbing codes are not followed. The estimate given would completely address all of the current issues. Ray Stovall plumbing has made 5 trips to the home to try to accommodate the customer. American Home Shield has only paid for one service call. We absorbed the cost of the other four service calls in the interest of customer service. It is also in the customer contract with American home shield that all repair and replacements be up to current plumbing codes. Ray Stovall Plumbing will not break the plumbing code and we will make all repairs according to the CURRENT code laws .

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11437777, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am reducing the amount that I am asking to be refunded to $245. The reduction is evidence of my pleasure with Mr W[redacted] rework on 5/12/16 and Ms A[redacted]s ability to work me into Mr W[redacted] schedule so quickly. I understand that the company alleges that my payment has already been used for parts and labor; however, if the repair would have been done properly the first time, this would not be the case. The $245 dollars I am asking to be refunded are funds I paid for the "closet modification." The "closet modification" was suggested to increase room in the closet for the drip pan. However, the correct re-installment of an appropriately sized combustible air vent allowed for the necessary extra room for the drip pan. I already paid the company another $245 for this installation (of the combustible air vent.) Therefore, the $245 dollars that I paid for "closet modification" should not have been utilized as no modification of the closet was needed or took place. I have not approached the extreme inconvenience this has been. What should have been handled in one visit has turned into a multiple phone call, multiple (4 extra) visit battle. This is time I had to devote to this problem. I do not feel like asking for the $245 refund for the unneeded "closet modification" is unwarranted for two reasons - 1. the work I paid for was not needed 2. the inconvenience alone of the previous work being done improperly and having to be redone should entitle me to compensation, of which I am not asking.
Regards,
[redacted]

Will the customer allow our company to come back out there and look at the work the other company did ? Or does the customer know if the pipes that were put in were pex or not ?After reviewing the invoice from the other company we offered the customer more "code" work to be done with a less price amount than the company that went out there .

Review: Ray Stovall Plumbing LLC was sent to our house by our warranty company, American Home Shield to fix a leaky pipe under our house. After an extended period involving us having to clear a path for them to access the leak, Ray Stovall Plumbing LLC advised that they would not fix the leak until the also fixed an alleged code violation involving a pipe lying on the ground. In addition, they would only fix the single alleged code violation if they could also bring the entire plumbing system up to the 2013 International Plumbing Code. Our house satisfies the 2006 plumbing code, and I can see no reason why the entire plumbing system needs to be brought to 2013 code just to fix a single leaky pipe when it already satisfies the 2006 code (which is current enough for insurance purposes).Because Ray Stovall Plumbing will only fix the small leak in the pipe if they bring the entire plumbing up to code, our warranty company will not pay for anything.I believe we are being extorted by Ray Stovall Plumbing. How could everyone afford to continuously bring their plumbing system up to a new code every year? I also believe that American Home Shield is asking Ray Stovall Plumbing to look for minor issues to absolve them of having to cover the costs of our plumbing repair.Desired Settlement: I would like Ray Stovall Plumbing to fix the minor leak without the unnecessary work.

Business

Response:

The problem at the house on [redacted] is far greater than simply fixing a leak on the sewer line. The sewer line Needs to be replaced to properly remedy the issue. The sewer line under the house was not secured at the plumbing code mandated intervals this is the main contributing factor to the condition of the sewer line. If we just attempted to fix the leak the customer would likely have leak, after leak on the substandard line that remained. It is the law that all plumbing repairs and installation meet all state and local plumbing codes. Ray Stovall Plumbing would be breaking the law, and would be subject to state and local fines if plumbing codes are not followed. The estimate given would completely address all of the current issues. Ray Stovall plumbing has made 5 trips to the home to try to accommodate the customer. American Home Shield has only paid for one service call. We absorbed the cost of the other four service calls in the interest of customer service. It is also in the customer contract with American home shield that all repair and replacements be up to current plumbing codes. Ray Stovall Plumbing will not break the plumbing code and we will make all repairs according to the CURRENT code laws .