R&D Custom Jetting & Repair

I was contacted by [redacted] , from [redacted] located in Yuba City, CA on the first of April [redacted] informed me that she received my number from [redacted] as an authorized service representative, and [redacted] had stated that she was in need of someone capable of fixing her [redacted] Opto [redacted] Shower SystemShe informed me that she was having an issue with error codes, and the shower was working intermittentlyI then told her on the phone that I only specialize in [redacted] bath tubs; however I would call [redacted] to figure out if it was an easy fix that I could handle [redacted] knowingly provided her with my number as I am the only authorized service dealer in her area, and I am only authorized to fix bath tubsI spoke with an [redacted] *at [redacted] , and he had informed me that first and foremost I must go to the job site and run the shower through the error codes to see if there was a need for any parts to be orderedKeep in mind these conversations are all recorded with [redacted] I proceeded to schedule the job site visit right away with [redacted] , and upon arriving I called [redacted] *at [redacted] , and I was informed over the phone that the shower unit needed to be re-configuredUpon Re-configuring the shower unit and going through the troubleshooting with [redacted] on the phone [redacted] had stated that a Motherboard and [redacted] Opto Valve was needed for the repair [redacted] then stated that I need to make sure that I have access to the motherboard and [redacted] Opto ValveI proceeded to asked [redacted] *if he was sure that I would be allowed to engage in this type of job as I am only an authorized service dealer for bath tub repairs [redacted] *stated, "Sure, it is only a couple of clamps." I then called [redacted] to find out where the access was and she stated that the access was located in the atticI do not carry ladders with me to job sites as I work on bathtubsI called [redacted] again, and she stated that she would call her property management company to see if they could bring a ladder over and she could not get ahold of themI tried to use the step ladder that they had readily available in the facility, and I was too short to be able to get into the atticI called [redacted] and told her that I would return with a ladder, and I explained to her that I could not get into the attic to verify for sure that the [redacted] Opto Kit was in the atticShe stated that that she would get her property management company to get up in the attic to make sure that it is accessible before I return with the parts for the repairI explained to [redacted] that the parts were $780.00, and I then explained to [redacted] again that I only work on [redacted] bath tubs however [redacted] is telling me that I should be able to do this and has told me what to order for the repairThe Property Management Company had texted a picture of the [redacted] Opto Kit in the attic to show that it was accessible and explained to me where it was locatedI had already ordered the parts and returned on the 13th of April with a ladder and the parts in hand for the repair I again told her when I scheduled this appointment that I only work on [redacted] bath tubs; however I will come out and do my best to fix the issueIf I cannot fix this I will call a plumber to come out, and she had agreed to have me come out for the repairOn April 13th I showed up with a ladder and the parts and was there for over hours on the phone back and forth with [redacted] I called [redacted] again after the repair was unsuccessful and informed her that I was not able to fix it and I was going to call a plumber and have him out within daysThe Plumber showed up within days and repaired the unit, tested for leaks, went through the configuration, and the shower unit was working correctly upon his departureAn invoice was then sent to [redacted] for the repairs [redacted] then called me approximately to days later telling me that the unit was still not working and having the exact same issuesThat morning I dropped everything and canceled all of my repairs and drove an hour out to her locationMind you, it is an hour drive out to her location and an hour drive backAfter getting off the phone with [redacted] I got on the phone with [redacted] [redacted] told me that I needed to go through the configurations and I need to be there to go through the troubleshooting againAfter running through the configurations the shower was up and runningI then had [redacted] come in and check to see if the shower was working correctly and upon her entering I remember distinctly that [redacted] was upset that the water from the shower was hitting on a massage table that was placed directly underneath the shower and inevitably had gotten wetThree to four days later I get another call from [redacted] saying that the shower is doing the exact same thing againI called [redacted] again and they had informed me that the motherboard was most likely the problem, as the motherboard had already been replaced; [redacted] stated that the motherboard replacement may be bad and most likely needs to be replaced again [redacted] was supposed to send out a replacement motherboard for the bad one that had already been installed to fix the issueAssuming the parts were on order from [redacted] as they needed to replace the bad parts that were previously sent I find out two weeks later the replacement parts were never sentIt was supposed to be on order per [redacted] to replace the original bad motherboard sentOnce I found that it was not on order I then emailed [redacted] immediately ordering the part under my personal agent accountUpon receiving the part I had called [redacted] to schedule a time to come out and replace the bad motherboard and never received a call backI called her office the same day and left a message, and never received an answerWithin a two week time span I had called her cell phone and Office phone again and left a message every time and never received a call back in regards to scheduling the visit to replace the motherboardI then received an e-mail from her on 07/06/stating, "My front desk receptionist told me you have been unsuccessful at reaching me However, I have no recorded of any email or phone message from you since you abandoned the job to repair our [redacted] rain shower the end of April I do have complete records of all communicationThe last conversation months ago was you were ordering the full assembly to fix the intermittent failure of the unit after you replaced the [redacted] opto kit, which did not fix the problem You stated on the phone you would order the full assembly asap and get the repair done You did not complete or acknowledge your status in a timely matter Nothing was done, [redacted] indicated you never ordered the part you agreed to I had to call local plumbers to complete the job It was completed in one visit It was clear that you were not qualified to perform this job; by [redacted] representative, [redacted] records of conversation, and your own plumber There are consumer laws against misleading your customer, and when you took the job that you knew you were not knowledgeable about and failed to disclosed this information to me, you were in violation The trulabor charges you sent me were completely unfair I should not pay for you to be educated, which was clear in the [redacted] records, and your plumber's comments to me, as well as your own admissions after I confronted you regarding your plumber's comments You made me wait months for a job, clearly in an untimely matter, with business losses exceeding $in final repairs and loss of revenue from our featured treatment room [redacted] , I believe you are a good guy, however, I will not pay you for being a good guy I was paying for a job to be completed, which you abandoned I will be happy to let a judge decide what you deserve to be paid I will counter-sue to be made whole for the loss I accrued In the future, please communicate by email only for purposes of records of conversation [redacted] " [redacted] never called me to discuss prices or to say that she was unsatisfied with the price of the invoice.My confusion is that if [redacted] says that the motherboard needed to be replaced to repair the shower and she says that she found a local plumber that fixed the issue in one hour how did this plumber fix the shower if [redacted] says that the only way to fix it was to replace the motherboard? She states in the beginning of her e-mail that she was told by [redacted] "They told me the part number and told me I needed a service dealer to receive and install the part." Was this Plumber that she found locally an authorized Service dealer for [redacted] ? I called [redacted] and asked under her reference number and verified that no parts were ordered under her reference number from any other service dealer in the area, and they had stated that I am the only authorized service representative in her areaIf she had a problem with the payment, all she had to do was call meShe never paid a dimeWhen I called her after receiving the replacement parts I never asked for any payment, I only asked to come out and replace the motherboardAll I ever did was exactly what [redacted] advised me to doI have always been honest with customers, and I have never had any problems in years[redacted] Attitude of gratitude!

I was contacted by [redacted], from [redacted] located in Yuba City, CA on the first of April 2017. [redacted] informed me that she received my number from [redacted] as an authorized service representative, and [redacted] had stated that she was in need of someone capable of...

fixing her [redacted] Opto [redacted] Shower System. She informed me that she was having an issue with error codes, and the shower was working intermittently. I then told her on the phone that I only specialize in [redacted] bath tubs; however I would call [redacted] to figure out if it was an easy fix that I could handle. [redacted] knowingly provided her with my number as I am the only authorized service dealer in her area, and I am only authorized to fix bath tubs. I spoke with an [redacted]. at [redacted], and he had informed me that first and foremost I must go to the job site and run the shower through the error codes to see if there was a need for any parts to be ordered. Keep in mind these conversations are all recorded with [redacted]. I proceeded to schedule the job site visit right away with [redacted], and upon arriving I called [redacted]. at [redacted], and I was informed over the phone that the shower unit needed to be re-configured. Upon Re-configuring the shower unit and going through the troubleshooting with [redacted] on the phone. [redacted] had stated that a Motherboard and [redacted] Opto Valve was needed for the repair. [redacted] then stated that I need to make sure that I have access to the motherboard and [redacted] Opto Valve. I proceeded to asked [redacted]. if he was sure that I would be allowed to engage in this type of job as I am only an authorized service dealer for bath tub repairs. [redacted]. stated, "Sure, it is only a couple of clamps."  I then called [redacted] to find out where the access was and she stated that the access was located in the attic. I do not carry ladders with me to job sites as I work on bathtubs. I called [redacted] again, and she stated that she would call her property management company to see if they could bring a ladder over and she could not get ahold of them. I tried to use the step ladder that they had readily available in the facility, and I was too short to be able to get into the attic. I called [redacted] and told her that I would return with a ladder, and I explained to her that I could not get into the attic to verify for sure that the [redacted] Opto Kit was in the attic. She stated that that she would get her property management company to get up in the attic to make sure that it is accessible before I return with the parts for the repair. I explained to [redacted] that the parts were $780.00, and I then explained to [redacted] again that I only work on [redacted] bath tubs however [redacted] is telling me that I should be able to do this and has told me what to order for the repair. The Property Management Company had texted a picture of the [redacted] Opto Kit in the attic to show that it was accessible and explained to me where it was located. I had already ordered the parts and returned on the 13th of April with a ladder and the parts in hand for the repair.  I again told her when I scheduled this appointment that I only work on [redacted] bath tubs; however I will come out and do my best to fix the issue. If I cannot fix this I will call a plumber to come out, and she had agreed to have me come out for the repair. On April 13th 2017 I showed up with a ladder and the parts and was there for over 4 hours on the phone back and forth with [redacted]. I called [redacted] again after the repair was unsuccessful and informed her that I was not able to fix it and I was going to call a plumber and have him out within 4 days. The Plumber showed up within 4 days and repaired the unit, tested for leaks, went through the configuration, and the shower unit was working correctly upon his departure. An invoice was then sent to [redacted] for the repairs. [redacted] then called me approximately 5 to 7 days later telling me that the unit was still not working and having the exact same issues. That morning I dropped everything and canceled all of my repairs and drove an hour out to her location. Mind you, it is an hour drive out to her location and an hour drive back. After getting off the phone with [redacted] I got on the phone with [redacted]. [redacted] told me that I needed to go through the configurations and I need to be there to go through the troubleshooting again. After running through the configurations the shower was up and running. I then had [redacted] come in and check to see if the shower was working correctly and upon her entering I remember distinctly that [redacted] was upset that the water from the shower was hitting on a massage table that was placed directly underneath the shower and inevitably had gotten wet. Three to four days later I get another call from [redacted] saying that the shower is doing the exact same thing again. I called [redacted] again and they had informed me that the motherboard was most likely the problem, as the motherboard had already been replaced; [redacted] stated that the motherboard replacement may be bad and most likely needs to be replaced again. [redacted] was supposed to send out a replacement motherboard for the bad one that had already been installed to fix the issue. Assuming the parts were on order from [redacted] as they needed to replace the bad parts that were previously sent I find out two weeks later the replacement parts were never sent. It was supposed to be on order per [redacted] to replace the original bad motherboard sent. Once I found that it was not on order I then emailed [redacted] immediately ordering the part under my personal agent account. Upon receiving the part I had called [redacted] to schedule a time to come out and replace the bad motherboard and never received a call back. I called her office the same day and left a message, and never received an answer. Within a two week time span I had called her cell phone and Office phone again and left a message every time and never received a call back in regards to scheduling the visit to replace the motherboard. I then received an e-mail from her on 07/06/2017 stating, "My front desk receptionist told me you have been unsuccessful at reaching me.  However, I have no recorded of any email or phone message from you since you abandoned the job to repair our [redacted] rain shower the end of April  I do have complete records of all communication. The last conversation 2 months ago was you were ordering the full assembly to fix the intermittent failure of the unit after you replaced the [redacted] opto kit, which did not fix the problem.  You stated on the phone you would order the full assembly asap and get the repair done.  You did not complete or acknowledge your status in a timely matter.  Nothing was done, [redacted] indicated you never ordered the part you agreed to.  I had to call local plumbers to complete the job.  It was completed in one visit.  It was clear that you were not qualified to perform this job; by [redacted] representative, [redacted] records of conversation, and your own plumber.  There are consumer laws against misleading your customer, and when you took the job that you knew you were not knowledgeable about and failed to disclosed this information to me, you were in violation.  The trump-up labor charges you sent me were completely unfair.  I should not pay for you to be educated, which was clear in the [redacted] records, and your plumber's comments to me, as well as your own admissions after I confronted you regarding your plumber's comments.  You made me wait months for a job, clearly in an untimely matter, with business losses exceeding $4000 in final repairs and loss of revenue from our featured treatment room.   [redacted], I believe you are a good guy, however, I will not pay you for being a good guy.  I was paying for a job to be completed, which you abandoned.  I will be happy to let a judge decide what you deserve to be paid.  I will counter-sue to be made whole for the loss I accrued.  In the future, please communicate by email only for purposes of records of conversation.  [redacted]" [redacted] never called me to discuss prices or to say that she was unsatisfied with the price of the invoice.My confusion is that if [redacted] says that the motherboard needed to be replaced to repair the shower and she says that she found a local plumber that fixed the issue in one hour how did this plumber fix the shower if [redacted] says that the only way to fix it was to replace the motherboard? She states in the beginning of her e-mail that she was told by [redacted] "They told me the part number and told me I needed a service dealer to receive and install the part." Was this Plumber that she found locally an authorized Service dealer for [redacted]? I called [redacted] and asked under her reference number and verified that no parts were ordered under her reference number from any other service dealer in the area, and they had stated that I am the only authorized service representative in her area. If she had a problem with the payment, all she had to do was call me. She never paid a dime. When I called her after receiving the replacement parts I never asked for any payment, I only asked to come out and replace the motherboard. All I ever did was exactly what [redacted] advised me to do. I have always been honest with customers, and I have never had any problems in 19 years.[redacted] Attitude of gratitude!