Rts Electronic Svc

Initial Business Response /* (1000, 5, 2016/06/22) */
This customer contacted our office and made an appointment on 4/29/to install a water softener and toiletShe said she would provide bothWhen our technician removed the new toilet from the box he indicated to her that there appeared to be
a flaw or crack in the toilet tank that could be a problem, but she decided to have us install it anywayWhen she called later that day and said the toilet was leaking, we returned the same day and replaced the tank (which the customer had exchanged from the store in the meantime)We did not charge extra for this, even though we had pointed out the potential problem in the beginning
In regard to the water softener (which was also provided by the customer) there was no apparent floor drain nearby to run an overflow to, so it was suggested by our technician that she could use a bucket if it were ever neededIt sounds as though after weeks the customer observed a leak which she felt was the overflow so she went and purchased one herselfAnother issue was that the water softener did not come with a long enough discharge hose, so our technician attempted to connect the new one to the old one to accommodate the customer so she would not have to obtain more hosingApparently this connection is where a leak may have later occurred, a problem which we did agree to take care ofAs far as the other issues, when plumbing fixtures are supplied for us, we do not provide warranties on the fixtures themselves, including defects, missing parts, or loose bolts
Six weeks later, this customer contacted our office by phone early on 6/14/to make us aware of an apparent leak at the hose connectionWe told her we were willing to come back and assess the situation but she was unwilling to make provisions for us to come during working hours 8-(which was when the work was done originally)We suggested possibly meeting a friend, neighbor, relative, any possible option, but she was refusedA little later that morning, she sent an email stating that she would give us hours to resolve this matterWhen we read the email that evening (all business is done by telephone so email is only checked periodically), we immediately responded by email and again offered our services during working hours or on SaturdayShe emailed back later that same evening and said she already had the issue resolved
We have been in business for over years and have built our client base and reputation on fairness, honesty and a job well doneWe made a sincere effort to please this customer, even going above and beyond with the faulty toilet tank situationIt is disheartening that she is so unhappy but we do believe we offered a fair and reasonable resolution but unfortunately she was unwilling to make that happen
Initial Consumer Rebuttal /* (3000, 7, 2016/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AI agree the plumber noticed the box was opened, but there was never an objection to installing the unitI would have been more than happy to replace the toilet prior to installation
BAs mentioned, the plumber had never seen the water softener I had purchased and actually asked me to read the manual during portions of the setupI do not recall any conversation about the overflow tube, and I was only asked where to drain the water, which I provided and was set up accordingly, except for the leaky connection
CDuring the initial installation, I was available due to my school scheduleSince installation, I have graduated and began a new job, which I am in training Mon-Fri 8am-5pm, which was expressed in my phone conversationI expressed that I unfortunately was not able to make accommodations to have another person sit in while the repair was made, but I could be home by 5:30pm, not long after business hoursFurthermore, my email was responded to after 10pm in the evening, so I am having difficulty understanding why a plumber could not resolve the issue with reasonable accomodation
Final Business Response /* (4000, 9, 2016/06/27) */
It is true that the plumber did notice the opened box and the defectIt is also true that he did not object to installing the toilet based upon the customer's requestAs stated before, we came back as a courtesy for no charge, reinstalling a new toilet tankWe stand behind our actions, knowing that we did our best to be helpful but found the customer unwilling to work with us