ID [redacted] Problem Occurred: October 28, and not on October 22, as stated by the Customer in her Complaint BackgroundThe work order was not received by RON Plumbing, LLC by email until October 24, from the Customer’s home warranty program.Business Response to the Customer's Statement of the Problem:RDN Plumbing, LLC has attempted through numerous phone calls and separate appointments to resolve this issue with the Customer so that her plumbing leak was repaired, however she refuses to make access in order for us to get to the leak within her wall behind her cabinetsIf she would have her cabinets moved and an access hole made, the plumbing repair can be madeShe has been told this on numerous occasions by phone by different people in the RDN Plumbing, LLC Office, as well as by numerous Representatives at [redacted] .The plumbing work order was assigned to us by [redacted] , the Customer’s home warranty program on October On October 28, during the 1st visit, the Technicians were at her home for hour and minutes assessing the plumbing issueHere service fee, that we collect on behalf of [redacted] , per their contract, is $She paid her $service fee by checkIf the repair is covered under her warranty, this is the only fee that she will payUpon diagnosing that the leak was coming from her soil stack and running down it and then showing up in the basement, the Technician recommended that the Customer contact a Restoration Company to use specialized equipment to pinpoint the exact location of the leakThe Technician was unable to determine the exact location of the leak due to the fact that the stack runs from the basement, through the 1st floor and the 2nd floor and is behind walls and under floorsThe Customer did not want miscellaneous access holes made in the walls in order to locate the leakWithout access holes for visual inspection, which [redacted] does not include as covered items, the Technician would not be able to make a solid diagnosisOn October 28, the Technicians left the house with the information that the Customer would be in contact with the Restoration Company we recommended and they would use moisture detectors to pinpoint the leak, then the Technician would return to make the repairs to the soil stackThe Office of RDN Plumbing, LLC was given this information as well, which was typed into the Customer's account.On October 30, the Restoration Company contacted our Office and informed us that the leak was located inside the wall and the wall was marked, however the Customer did not want him to open up the wall while he was thereShe told the Owner of the Restoration Company that she wanted the RDN Plumbing, LLC Technician to come back and open the wallThe Office then called the Customer to schedule an appointment and left a message stating thatThe Customer returned our call either on Friday, October or Monday [redacted] November and rescheduled for the Technician to return on November In this phone conversation, the Customer stated that the Restoration Company did not make access to the leak but only marked it because ‘they don’t do that.’ This statement was questioned for clarification purposes because that is exactly what the Restoration Company performs during their jobs, making access and locating inaccessible leaks, etc.Upon arriving at the home on November 5, the Technician informed the Office that the Customer slated to him that she didn't want the Restoration Company to cut holes and didn’t believe that the leak was where it was located by themShe requested that the Technician make access in other areas that she thought were appropriate for diagnosing the leak because her opinion the leak was elsewhereThe Technician voiced his opinion that he did not agree with the Customer concerning where the teak was coming fromThe Customer was quoted a price of $for making access for visual inspection of what she thought was leaking and making a diagnosisCutting through plywood and Insulation to access the 4” in the basement and cutting access into the floor hallway to access the bathtub waste and overflow resulted in the diagnosis of 'not leaking.’ The Technician confirmed with the Customer that his original diagnosis, as well as the Restoration Company’s, was what he still believed to be the case, which is the horizontal or stack drain is leaking within the wall and running down into the basement, creating the ‘waterfall’ the Customer is referring toThe Customer wrote a check for $89.53, as well as signed the paperwork authorizing the work to be performedSo she signed twice authorizing for this work to be doneShe not only authorized the work to be done for the diagnosis, but asked for it to be done, even though the Technician suggested against itThis $was paid directly to RDN Plumbing, LLC and was separate from the [redacted] work order, as this was a diagnosis that the Customer wanted done on her own.RDN Plumbing, LLC was not informed in the Office that the Customer felt the Technician was rude and intimidatingWe certainly would not approve of a Customer feeling this wayIf we would have been informed of this after the l" appointment, we would have apologized and would have sent a different Technician to the 2nd appointmentThese statements were never told to us in the Office and we were not met with any objections when sending the same Technician to the Customer twiceWe still have not been told by the Customer that she felt the Technician was rude and intimidatingWe are learning this by her Complaint here.The cabinets need removed so that the wall can be opened up in order to make the repair on the leaking stackRDN Plumbing, LLC are Plumbers, not General Contractors, so the Technician again recommended the Restoration Company to remove the cabinets and make an opening in the wallOnce that is complete, the Technician can return and make the plumbing repairAgain, [redacted] does not cover access to repair a covered issue and this is the Customer’s contract with [redacted] Not our conditionsThis [redacted] Customer is not required to continue to schedule with us as the Contractor for her job through [redacted] She can request a different Contractor to return to her house and give a Second Opinion, an well as make any repairs and the $service fee would not be paid again for a different Contractor.As far as the Customer calling numerous times into the Office, the phone conversations with scheduling, follow up and incoming calls were taken by myself, the Operations Manager, and [redacted] , the Assistant Operations ManagerWe sit next to each other so conversations can be heard and shared between usDuring the phone call that the Customer is referring to, which was the 4th conversation the Office had with her, [redacted] was very professional and matter of fact with explaining the access issue with the Customer until [redacted] was told by the Customer that she didn’t understand the issue because she 'just answers the phone’, at which time [redacted] asked the Customer not to ‘belittle’ herThe Customer stated she wanted a different Technician because she didn’t agree with [redacted] ’s diagnosisAgain, [redacted] told the Customer to make access like it had been explained to her numerous times by our Office and by [redacted] and until that was done, we would not be returning to rediagnose her plumbing issue [redacted] also explained to her that she wouldn’t send a different Technician because [redacted] had been there twice and was familiar with her job and if she wanted a different Technician she would have to call [redacted] and request a Second Opinion from a different Company [redacted] was not at all dismissive, but did tell the Customer that she was being argumentativeThe Customer asked [redacted] for her name, which she gave her but refused to give her lost nameFor information sake, [redacted] is the Owner’s Daughter and has been in the plumbing business for over yearsIf anyone in our Office is overly knowledgeable with terms and conditions of [redacted] , Customer Service, scheduling, and general plumbing knowledge, it is herExplaining the Customer’s own terms and conditions regarding her contract with [redacted] is not technically [redacted] 's responsibility to do for the Customer, so in taking the time to do so shows that [redacted] was not hostile or unreceptiveShe actually took extra time to try and explain things to the Customer and in doing so, she herself, was belittled and felt humiliated by the Customer.We would have liked to have had this Customer’s plumbing issue fixed and have been willing to cooperate with her in accomplishing the job through [redacted] We will not be refunding her service fee, as that is a required fee of [redacted] in order to have a Service Call dispatched to a Contractor and we collect that on behalf of [redacted] We performed service for her and feel that the $charge of the trip and diagnostics for the appointment is very fair and what the Customer wanted, therefore we will not be refunding that charge eitherWe are sorry that she feels how she does and we wish we could have resolved her plumbing issueRDN Plumbing, LLC feels that we did what we could with Appointments, Customer Service, conversations with the Customer and [redacted] , referrals to a Restoration Company, and in depth explanations to the Customer regarding her [redacted] contract.Thank you[redacted] ***Operations Manager, RDN Plumbing, LLC
ID [redacted] Problem Occurred: October 28, and not on October 22, as stated by the Customer in her Complaint BackgroundThe work order was not received by RON Plumbing, LLC by email until October 24, from the Customer’s home warranty program.Business Response to the Customer's Statement of the Problem:RDN Plumbing, LLC has attempted through numerous phone calls and separate appointments to resolve this issue with the Customer so that her plumbing leak was repaired, however she refuses to make access in order for us to get to the leak within her wall behind her cabinetsIf she would have her cabinets moved and an access hole made, the plumbing repair can be madeShe has been told this on numerous occasions by phone by different people in the RDN Plumbing, LLC Office, as well as by numerous Representatives at [redacted] .The plumbing work order was assigned to us by [redacted] , the Customer’s home warranty program on October On October 28, during the 1st visit, the Technicians were at her home for hour and minutes assessing the plumbing issueHere service fee, that we collect on behalf of [redacted] , per their contract, is $She paid her $service fee by checkIf the repair is covered under her warranty, this is the only fee that she will payUpon diagnosing that the leak was coming from her soil stack and running down it and then showing up in the basement, the Technician recommended that the Customer contact a Restoration Company to use specialized equipment to pinpoint the exact location of the leakThe Technician was unable to determine the exact location of the leak due to the fact that the stack runs from the basement, through the 1st floor and the 2nd floor and is behind walls and under floorsThe Customer did not want miscellaneous access holes made in the walls in order to locate the leakWithout access holes for visual inspection, which [redacted] does not include as covered items, the Technician would not be able to make a solid diagnosisOn October 28, the Technicians left the house with the information that the Customer would be in contact with the Restoration Company we recommended and they would use moisture detectors to pinpoint the leak, then the Technician would return to make the repairs to the soil stackThe Office of RDN Plumbing, LLC was given this information as well, which was typed into the Customer's account.On October 30, the Restoration Company contacted our Office and informed us that the leak was located inside the wall and the wall was marked, however the Customer did not want him to open up the wall while he was thereShe told the Owner of the Restoration Company that she wanted the RDN Plumbing, LLC Technician to come back and open the wallThe Office then called the Customer to schedule an appointment and left a message stating thatThe Customer returned our call either on Friday, October or Monday [redacted] November and rescheduled for the Technician to return on November In this phone conversation, the Customer stated that the Restoration Company did not make access to the leak but only marked it because ‘they don’t do that.’ This statement was questioned for clarification purposes because that is exactly what the Restoration Company performs during their jobs, making access and locating inaccessible leaks, etc.Upon arriving at the home on November 5, the Technician informed the Office that the Customer slated to him that she didn't want the Restoration Company to cut holes and didn’t believe that the leak was where it was located by themShe requested that the Technician make access in other areas that she thought were appropriate for diagnosing the leak because her opinion the leak was elsewhereThe Technician voiced his opinion that he did not agree with the Customer concerning where the teak was coming fromThe Customer was quoted a price of $for making access for visual inspection of what she thought was leaking and making a diagnosisCutting through plywood and Insulation to access the 4” in the basement and cutting access into the floor hallway to access the bathtub waste and overflow resulted in the diagnosis of 'not leaking.’ The Technician confirmed with the Customer that his original diagnosis, as well as the Restoration Company’s, was what he still believed to be the case, which is the horizontal or stack drain is leaking within the wall and running down into the basement, creating the ‘waterfall’ the Customer is referring toThe Customer wrote a check for $89.53, as well as signed the paperwork authorizing the work to be performedSo she signed twice authorizing for this work to be doneShe not only authorized the work to be done for the diagnosis, but asked for it to be done, even though the Technician suggested against itThis $was paid directly to RDN Plumbing, LLC and was separate from the [redacted] work order, as this was a diagnosis that the Customer wanted done on her own.RDN Plumbing, LLC was not informed in the Office that the Customer felt the Technician was rude and intimidatingWe certainly would not approve of a Customer feeling this wayIf we would have been informed of this after the l" appointment, we would have apologized and would have sent a different Technician to the 2nd appointmentThese statements were never told to us in the Office and we were not met with any objections when sending the same Technician to the Customer twiceWe still have not been told by the Customer that she felt the Technician was rude and intimidatingWe are learning this by her Complaint here.The cabinets need removed so that the wall can be opened up in order to make the repair on the leaking stackRDN Plumbing, LLC are Plumbers, not General Contractors, so the Technician again recommended the Restoration Company to remove the cabinets and make an opening in the wallOnce that is complete, the Technician can return and make the plumbing repairAgain, [redacted] does not cover access to repair a covered issue and this is the Customer’s contract with [redacted] Not our conditionsThis [redacted] Customer is not required to continue to schedule with us as the Contractor for her job through [redacted] She can request a different Contractor to return to her house and give a Second Opinion, an well as make any repairs and the $service fee would not be paid again for a different Contractor.As far as the Customer calling numerous times into the Office, the phone conversations with scheduling, follow up and incoming calls were taken by myself, the Operations Manager, and [redacted] , the Assistant Operations ManagerWe sit next to each other so conversations can be heard and shared between usDuring the phone call that the Customer is referring to, which was the 4th conversation the Office had with her, [redacted] was very professional and matter of fact with explaining the access issue with the Customer until [redacted] was told by the Customer that she didn’t understand the issue because she 'just answers the phone’, at which time [redacted] asked the Customer not to ‘belittle’ herThe Customer stated she wanted a different Technician because she didn’t agree with [redacted] ’s diagnosisAgain, [redacted] told the Customer to make access like it had been explained to her numerous times by our Office and by [redacted] and until that was done, we would not be returning to rediagnose her plumbing issue [redacted] also explained to her that she wouldn’t send a different Technician because [redacted] had been there twice and was familiar with her job and if she wanted a different Technician she would have to call [redacted] and request a Second Opinion from a different Company [redacted] was not at all dismissive, but did tell the Customer that she was being argumentativeThe Customer asked [redacted] for her name, which she gave her but refused to give her lost nameFor information sake, [redacted] is the Owner’s Daughter and has been in the plumbing business for over yearsIf anyone in our Office is overly knowledgeable with terms and conditions of [redacted] , Customer Service, scheduling, and general plumbing knowledge, it is herExplaining the Customer’s own terms and conditions regarding her contract with [redacted] is not technically [redacted] 's responsibility to do for the Customer, so in taking the time to do so shows that [redacted] was not hostile or unreceptiveShe actually took extra time to try and explain things to the Customer and in doing so, she herself, was belittled and felt humiliated by the Customer.We would have liked to have had this Customer’s plumbing issue fixed and have been willing to cooperate with her in accomplishing the job through [redacted] We will not be refunding her service fee, as that is a required fee of [redacted] in order to have a Service Call dispatched to a Contractor and we collect that on behalf of [redacted] We performed service for her and feel that the $charge of the trip and diagnostics for the appointment is very fair and what the Customer wanted, therefore we will not be refunding that charge eitherWe are sorry that she feels how she does and we wish we could have resolved her plumbing issueRDN Plumbing, LLC feels that we did what we could with Appointments, Customer Service, conversations with the Customer and [redacted] , referrals to a Restoration Company, and in depth explanations to the Customer regarding her [redacted] contract.Thank you[redacted] ***Operations Manager, RDN Plumbing, LLC