Schnell Plumbing Service & Repair LLC

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me but I must also include that I am sorry that my offer to pay for half of the service charge was not accepted and that it was refused in an unprofessional manner Regards, [redacted]

I must tell you I was really stunned after reading the letter from *** ***I cannot believe that a mother of a friend would go to the Revdex.com rather than to me or her daughter to discuss. I feel the bottom line is that the *** wants to get out of paying a service charge that
she was informed of before I came to her house, as she stated in the outcome, "not to pay the $80.- service charge." *** I have to tell you that I was really outraged to get this letter and specifically the detailsI still can't believe she would say the things she said and the way she said themPlease let me tell my side of the story. *** called me regarding some plumbing problems She wanted me to give her a price over the phone, but I told her that I don't quote prices over the phone but I would schedule her for a service call, which is $ I told *** that if the repairs exceed $200, I would take the cost of the service charge off the bill. After arriving at her house, she showed me all the problems, I took some pictures because I would need to do some research on parts for some of the fixtures as they were polished brass, and yes I did say no one really uses those anymore and they are difficult to come by. I did ask her about the installation and who did the work because, because the shower door for example doesn't involve plumbing and she would have to go back to the people who installed that. I did not ask on everything "who did the work," but I did ask questions about how long ago the fixtures were installed etc., as that's common practice for any service person that cares and wants to deliver good customer service.I did ask her about the water softener because of the problems she had with the downstairs faucet (hot side)If the softener doesn't work, it can produce calcium deposits on the fixtures and make them difficult to operate. We went downstairs, and I said that I will just turn the softener on to see if it generates, it did and I said it's working fine. Upstairs again in the kitchen, I looked under the sink and saw that the disposal wasn't locked into placeA lot of service calls I come to have this problem, and I fix it at no charge The clients are always thankful for me doing so and explaining to them why/how, etc. I told *** that her disposal wasn't locked into place, and it could come off (that it hasn't doesn't mean it won't)I said that I need to go to my van and get a pliers to fix it If she had objections, why didn't she say anything I don't feel I was intimidating, we had a good conversation the whole time. *** never mentioned to you that she complained that her fireplace didn't work and she said she would have to call the people who worked on it beforeI offered to look at it and she was okay with it This was not a plumbing issue, but I got the fireplace started after she had tried previously unsuccessfully. She also did not mention that she said she tried to tighten the downstairs toilet seat and couldn't do it, and I told her I would take care of it, and I did at no charge. It's interesting that she didn't mentioned that since she was pleased that I fixed itMaybe she was more upset that she couldn't fix it. I told *** that before I could give her an estimate, I would have to find out about the parts, etcand as soon as I knew I would send her an estimate, which I did. All in all, I spent about 45 min with ***, asking her some questions, I started her gas fireplace and fixed her downstairs toilet seat and locked the disposal into place. She asked me before I left if she should pay for the service charge then, and I replied we can do it next time since I thought that she wanted the work done. As far as her stating I was intimidating, I sent an estimate through email (I get a notification when a client opens that email) and I made one call to her about that proposal At that phone call, I could tell that she did not want to have the work done, so I told her if I don't hear from her I would send her an invoice for the service call, which I didIf she felt she needed more time she could have responded by email or phone but neither happened. Regarding her desired outcome: She stated she knew about a service charge fee, but it appears she just does not want to pay anything. My clients appreciate the quick response time that I give them. *** is the first one to complain that I got back to her so quicklyAs for the reason she wants to think about it, I feel it's an excuse to not pay the service charge If she prefers to go with someone with a lower quote, fine, but she knew and agreed to the terms of the service charge when we spoke on the phone before I went to her house Also, I did fix a couple of things free of charge. Yesterday, I sent out another email to her as a reminder to pay the service charge. I understand if a potential client wants to choose a different service provider because they are cheaper, but for *** to state I was intimidating and harassed her just to get out of paying the service charge is wrongShe agreed to the terms of the service charge prior to my coming to her home If you have any additional questions, please call (608) 279-or email me at *** Thank you, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Apparently we have two completly different views on the service call.No I was not asked about my garbage disposal before he took a tool to it or I would have said noI use it practically everyday for the past 8-years without any problems.No I did not offer to pay after *** *** after he was taking pictures.Nor was I told why he had to see the the water softner or why he had to push buttons and turn it on, goofing up the programmed time.His business card that I had, indicated he fixed other things besides plumbing and so I asked about a shower door issue and fireplaceHe told me he doesn'tfix shower doorsAfter he pushed the button on the remote the fireplace startedThan he said he only does plumbing now and gave me a new cardI have been in customer service and sales for years and agree that a business should be paid for a service well providedI am certainly able to pay for a service call or I would not have agreed for him to come out in the first placeBut because of how this service call was handled the evening calls, bills in a very short, I agree to pay half the service charge bill.*** *** has also called my daughter this week and wants her to call him back, and has sent me another billGoodness, I am requesting this to stop
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

My intentions were to go over to Mrs*** house to help a friend’s mom with her plumbing problemsHow she perceives this as harassment or intimidation is beyond me. I don’t understand why Mrs*** is doing thisI have been working with clients for years and until now, I never came across someone with this much malice. I will zero out Mrs*** account, and she won’t owe me anythingI do not want any money from Mrs***however; I would like a retraction of the lies she told youI feel this is an attack on my character and my integrityI am a small business owner not a big-box corporation, and her lies on your site could have a huge impact on my livelihood. From my point of view, I see this unfortunate incident closedPlease contact me with your decision. Thank you, *** ***

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me but I must also include that I am sorry that my offer to pay for half of the service charge was not accepted and that it was refused in an unprofessional manner.
Regards,
[redacted]