Initial Business Response /* (1000, 13, 2016/02/18) */
In response to complaint regarding [redacted] and [redacted] - XXXXX [redacted] - [redacted] IN
LGS Plumbing, Inc. was called to do service for [redacted] and [redacted] located at [redacted] IN. Mrs. [redacted]...
called and described her problem. I had a good idea of what the problem was. She told me about the water softener and the amount of flushing of the water system that the [redacted]' performed. As I listened to what she was telling me, I responded saying there were a few things that could be performed to solve the problem of plugged piping. It would be hard to diagnose due to the fact that they were trying to flush the water system out. Not knowing the arrangement of the piping and which branches they were drawing water through would be spreading the beads throughout the system. I stated specifically, LGS Plumbing could only work on a time and material basis. LGS Plumbing did state that according to past experience, it could be approximately $450.00, but again, I reiterated it would be on a time and material basis due to unforeseen problems mentioned above.
LGS Plumbing arrived and started diagnosing the problem. There were four toilet fill valves plugged, which LGS Plumbing replaced. Supply lines, water main piping, and angle stops were also replaced. We have never seen softener beads do so much damage. A valve was cut in to isolate branches. An air compressor was used to blow pressure (125 lbs) back and forth to clear that leg of piping. LGS Plumbing did flush the water heater, but very few beads flushed out.
As Mr. [redacted] stated, LGS did do a lot of work. I don't understand why Mr. [redacted] called another plumber. The other plumber was called between LGS Plumbing performing work and receiving the invoice. I have asked Mr. [redacted] for the names of the water softener and plumbing contractor with a copy of their invoice. I also stated to Mr. [redacted] that it was his water softener that created the problem. If LGS Plumbing was called to come back out, there would be another charge. I do not know why the beads did not flush out when we flushed the water heater. All of these facts are not adding up.
I have had conversations with the other water softener contractors and was told that the manifold inside the softener probably cracked. This deterioration would be from age or lack of maintenance.
Also, please know I was NOT yelling at Mr. [redacted]. LGS Plumbing expects this invoice to be paid in full. We performed the work professionally, and in good faith we would get paid.
Respectfully,
[redacted]
Owner
Initial Consumer Rebuttal /* (3000, 15, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think they are confused. The whole reason we called them out is because of the water softner issue. I am not sure why they think that is the reason the water heater was not flushed. I agree with him when he said it is not adding up. I already sent him the invoices from the other plumber and water softner companies. He knows that the other plumber removed beads that filled half of a five gallon bucket. With that amount of beads if it was truly flushed some would have came out. He said he does not know why the beads did not come out when they did it but the other plumber had no issues. I do not believe it was done. Another thing that is not true is about the other plumber coming out between the time Lgs came out and us receiving their invoice. The invoice I sent to them has a date of XX-XX-XX on it from the other plumber. I am not sure what the point of talking to water softner companies is about because we knew that broke and we had a new one installed before LGS came out. In their response they have claimed things that are not true and does not really address the issue about the water softner. Also when I can remove the phone from my ear and I it is loud enough for others to hear it around me I consider that yelling. It is dissapointing to hear this response from this business. I expected more from what should be a professional company. I am still thinking maybe this company will do even something small to help work this out. Being in the retail business myself it would be hard to believe a company would not work with its customers.
Initial Business Response /* (1000, 13, 2016/02/18) */
In response to complaint regarding [redacted] and [redacted] - XXXXX [redacted] - [redacted] IN
LGS Plumbing, Inc. was called to do service for [redacted] and [redacted] located at [redacted] IN. Mrs. [redacted]...
called and described her problem. I had a good idea of what the problem was. She told me about the water softener and the amount of flushing of the water system that the [redacted]' performed. As I listened to what she was telling me, I responded saying there were a few things that could be performed to solve the problem of plugged piping. It would be hard to diagnose due to the fact that they were trying to flush the water system out. Not knowing the arrangement of the piping and which branches they were drawing water through would be spreading the beads throughout the system. I stated specifically, LGS Plumbing could only work on a time and material basis. LGS Plumbing did state that according to past experience, it could be approximately $450.00, but again, I reiterated it would be on a time and material basis due to unforeseen problems mentioned above.
LGS Plumbing arrived and started diagnosing the problem. There were four toilet fill valves plugged, which LGS Plumbing replaced. Supply lines, water main piping, and angle stops were also replaced. We have never seen softener beads do so much damage. A valve was cut in to isolate branches. An air compressor was used to blow pressure (125 lbs) back and forth to clear that leg of piping. LGS Plumbing did flush the water heater, but very few beads flushed out.
As Mr. [redacted] stated, LGS did do a lot of work. I don't understand why Mr. [redacted] called another plumber. The other plumber was called between LGS Plumbing performing work and receiving the invoice. I have asked Mr. [redacted] for the names of the water softener and plumbing contractor with a copy of their invoice. I also stated to Mr. [redacted] that it was his water softener that created the problem. If LGS Plumbing was called to come back out, there would be another charge. I do not know why the beads did not flush out when we flushed the water heater. All of these facts are not adding up.
I have had conversations with the other water softener contractors and was told that the manifold inside the softener probably cracked. This deterioration would be from age or lack of maintenance.
Also, please know I was NOT yelling at Mr. [redacted]. LGS Plumbing expects this invoice to be paid in full. We performed the work professionally, and in good faith we would get paid.
Respectfully,
[redacted]
Owner
Initial Consumer Rebuttal /* (3000, 15, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think they are confused. The whole reason we called them out is because of the water softner issue. I am not sure why they think that is the reason the water heater was not flushed. I agree with him when he said it is not adding up. I already sent him the invoices from the other plumber and water softner companies. He knows that the other plumber removed beads that filled half of a five gallon bucket. With that amount of beads if it was truly flushed some would have came out. He said he does not know why the beads did not come out when they did it but the other plumber had no issues. I do not believe it was done. Another thing that is not true is about the other plumber coming out between the time Lgs came out and us receiving their invoice. The invoice I sent to them has a date of XX-XX-XX on it from the other plumber. I am not sure what the point of talking to water softner companies is about because we knew that broke and we had a new one installed before LGS came out. In their response they have claimed things that are not true and does not really address the issue about the water softner. Also when I can remove the phone from my ear and I it is loud enough for others to hear it around me I consider that yelling. It is dissapointing to hear this response from this business. I expected more from what should be a professional company. I am still thinking maybe this company will do even something small to help work this out. Being in the retail business myself it would be hard to believe a company would not work with its customers.