Complaint: [redacted]
I am rejecting this response because:I read with interest the response to my complaint from S[redacted] Plumbing. There are several inaccurate statements: 1. When I first spoke with Tom S[redacted] about installing the water heater my phone was on speaker. My wife heard both sides of the conversation. I never, repeat never, asked how much different the price would be if I supposed the water heater. I asked how much can I save if I remove the tank myself.(One of my tenants makes his living out of collecting scrap. It's a win win. I get rid of the tank, and he is able to make a little money to help pay his rent.) 2. Initially I was told my appointment time was between 1:00-3:00. However, before the conversation was over, the time was changed from 12:00-2:00. The plumber arrived at 2:30. 3. When I spoke with Tom S[redacted] to arrange a time to install the tank since my son and I had purchased one from Lowe's and dropped it off at the job site. S[redacted] stated his plumber would be there first thing. I asked him to clarify the time. He stated 7:30 not 8:00 as he claims. (Again, the phone was on speaker and my wife was witness to both sides of the conversation.)4. Since I stated that I would discard the old water tank, there was absolutely no reason for the plumber to pilfer any parts and there would have been no need to return them. 5. The reason my son didn't respond to the initial knock on the door was because Tom S[redacted] was at the wrong apartment. 6. My son was short with S[redacted]. However, if his employee hadn't tried to steal copper from me, there would have been no reason for the encounter. 7. My son gave a different account of the encounter. He asked that the parts be reattached to the old tank to assure us that the correct parts were being returned. Again, there would have been no need to return anything if the plumber hadn't been dishonest. 8. I refer back to my complaint in which I stated what the original invoice stated. It stated both that they would supply the tank and that I would purchase the tank. The put down the wrong address on the invoice. They since tried to correct both. However, the job was awarded on the understanding that S[redacted] would "supply and install a 40 gallon water heater. They "corrected" the invoice to read that I would supply the tank. They said one thing to get the job, then said the exact opposite when they billed it. It's not hard to remember what happened. The truth is always the truth and it doesn't change because someone made a mistake and won't admit it. [redacted]
Sincerely,
[redacted]
When [redacted] called on 8-15-16, he asked me how much would it be to supply and install a 40 gallon electric hot water heater. I told him $1180 minus the $59 discount, for payment that day. He then asked me if he supplied the electric water heater, how much would it be-...
I told him $620 minus the $31 discount for payment that day. He told me he would purchase the water heater at [redacted] I told him we could install on 8-16-16, and we would arrive between 1 and 3 pm. When our plumber asked [redacted] where the water heater was, he said we were supposed to supply it. Our plumber told him that was impossible for the $589 discounted price. [redacted] called the office and complained. I called him back and told him that the $620 minus 31, was for the installation only of the water heater. He said he would pick it up himself and I told him we could return on Wed 8/17/19 at approximately 8:00 to install it. I called [redacted] after we were done to ask him how the water heater installation went; I also reminded him of the quick pay discount of $59 for payment upon completion. I left a message on his answering machine. He called me back and told me that our plumber removed 3 pieces of scrap copper. Our plumber retrieved the 3 pieces of copper; 2 were 5 inches from the top of the heater and a third was approximately 4 to 5 ft for the relief valve. I called [redacted] and asked him if we could return them. He said to leave them with his son on the first floor. Our employee knocked on the door and after several minutes , the man who answered the door said the long piece for the relief valve was not correct. Our employee then screwed it into the old heater, which was still there, and showed him that it was in fact, a perfect fit. [redacted]'s son than started swearing at our employee and told him to get off his property, and "your company sucks" We since have received [redacted]'s check for the discounted amount (for payment upon completion) of $589. I was surprised with this whole chain of events- We have worked for [redacted] several times- I don't recall this kind of abusive treatment from him in the past. [redacted] is correct regarding the invoice. We will make sure the invoice has the correct address.
The only points I agree with are that :1. we were slightly late each day. I apologize for that- we gave approximate times of arrival and it is difficult in our line of work to be exact. and 2. Our first invoice had incorrect wording, which we have corrected. When our receptionist relayed to our plumber on the job that $620 does not include the water heater, and that the price with the water heater,before the discount was $1180,our receptionist heard [redacted] say "He did say something about $1180, but when I told him I would take away the old water heater, he said the price would be less, $620. Our receptionist heard our plumber say "it doesn't make sense that we would deduct $560 because we are not taking away the old heater. When I spoke to [redacted] he told me to lleave the old heater there, and I told him the price was $620 minus a discount for payment on day of installation of $31. [redacted] told me he thought that was expensive, and that after this he wasn't going to use our company again. At that point, [redacted]ould have called another company to install the water heater. If he thought it was too expensive, he shouldn't have told us to go ahead and install it.
When [redacted] called on 8-15-16, he asked me how much would it be to supply and install a 40 gallon electric hot water heater. I told him $1180 minus the $59 discount, for payment that day. He then asked me if he supplied the electric water heater, how much would it be- I...
told him $620 minus the $31 discount for payment that day. He told me he would purchase the water heater at [redacted] I told him we could install on 8-16-16, and we would arrive between 1 and 3 pm. When our plumber asked [redacted] where the water heater was, he said we were supposed to supply it. Our plumber told him that was impossible for the $589 discounted price. [redacted] called the office and complained. I called him back and told him that the $620 minus 31, was for the installation only of the water heater. He said he would pick it up himself and I told him we could return on Wed 8/17/19 at approximately 8:00 to install it. I called [redacted] after we were done to ask him how the water heater installation went; I also reminded him of the quick pay discount of $59 for payment upon completion. I left a message on his answering machine. He called me back and told me that our plumber removed 3 pieces of scrap copper. Our plumber retrieved the 3 pieces of copper; 2 were 5 inches from the top of the heater and a third was approximately 4 to 5 ft for the relief valve. I called [redacted] and asked him if we could return them. He said to leave them with his son on the first floor. Our employee knocked on the door and after several minutes , the man who answered the door said the long piece for the relief valve was not correct. Our employee then screwed it into the old heater, which was still there, and showed him that it was in fact, a perfect fit. [redacted]'s son than started swearing at our employee and told him to get off his property, and "your company sucks" We since have received [redacted]'s check for the discounted amount (for payment upon completion) of $589. I was surprised with this whole chain of events- We have worked for [redacted] several times- I don't recall this kind of abusive treatment from him in the past. [redacted] is correct regarding the invoice. We will make sure the invoice has the correct address.
Complaint: [redacted]
I am rejecting this response because:
I read with interest the response to my complaint from S[redacted] Plumbing. There are several inaccurate statements: 1. When I first spoke with Tom S[redacted] about installing the water heater my phone was on speaker. My wife heard both sides of the conversation. I never, repeat never, asked how much different the price would be if I supposed the water heater. I asked how much can I save if I remove the tank myself.(One of my tenants makes his living out of collecting scrap. It's a win win. I get rid of the tank, and he is able to make a little money to help pay his rent.) 2. Initially I was told my appointment time was between 1:00-3:00. However, before the conversation was over, the time was changed from 12:00-2:00. The plumber arrived at 2:30. 3. When I spoke with Tom S[redacted] to arrange a time to install the tank since my son and I had purchased one from Lowe's and dropped it off at the job site. S[redacted] stated his plumber would be there first thing. I asked him to clarify the time. He stated 7:30 not 8:00 as he claims. (Again, the phone was on speaker and my wife was witness to both sides of the conversation.)4. Since I stated that I would discard the old water tank, there was absolutely no reason for the plumber to pilfer any parts and there would have been no need to return them. 5. The reason my son didn't respond to the initial knock on the door was because Tom S[redacted] was at the wrong apartment. 6. My son was short with S[redacted]. However, if his employee hadn't tried to steal copper from me, there would have been no reason for the encounter. 7. My son gave a different account of the encounter. He asked that the parts be reattached to the old tank to assure us that the correct parts were being returned. Again, there would have been no need to return anything if the plumber hadn't been dishonest. 8. I refer back to my complaint in which I stated what the original invoice stated. It stated both that they would supply the tank and that I would purchase the tank. The put down the wrong address on the invoice. They since tried to correct both. However, the job was awarded on the understanding that S[redacted] would "supply and install a 40 gallon water heater. They "corrected" the invoice to read that I would supply the tank. They said one thing to get the job, then said the exact opposite when they billed it. It's not hard to remember what happened. The truth is always the truth and it doesn't change because someone made a mistake and won't admit it. [redacted]
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I read with interest the response to my complaint from S[redacted] Plumbing. There are several inaccurate statements: 1. When I first spoke with Tom S[redacted] about installing the water heater my phone was on speaker. My wife heard both sides of the conversation. I never, repeat never, asked how much different the price would be if I supposed the water heater. I asked how much can I save if I remove the tank myself.(One of my tenants makes his living out of collecting scrap. It's a win win. I get rid of the tank, and he is able to make a little money to help pay his rent.) 2. Initially I was told my appointment time was between 1:00-3:00. However, before the conversation was over, the time was changed from 12:00-2:00. The plumber arrived at 2:30. 3. When I spoke with Tom S[redacted] to arrange a time to install the tank since my son and I had purchased one from Lowe's and dropped it off at the job site. S[redacted] stated his plumber would be there first thing. I asked him to clarify the time. He stated 7:30 not 8:00 as he claims. (Again, the phone was on speaker and my wife was witness to both sides of the conversation.)4. Since I stated that I would discard the old water tank, there was absolutely no reason for the plumber to pilfer any parts and there would have been no need to return them. 5. The reason my son didn't respond to the initial knock on the door was because Tom S[redacted] was at the wrong apartment. 6. My son was short with S[redacted]. However, if his employee hadn't tried to steal copper from me, there would have been no reason for the encounter. 7. My son gave a different account of the encounter. He asked that the parts be reattached to the old tank to assure us that the correct parts were being returned. Again, there would have been no need to return anything if the plumber hadn't been dishonest. 8. I refer back to my complaint in which I stated what the original invoice stated. It stated both that they would supply the tank and that I would purchase the tank. The put down the wrong address on the invoice. They since tried to correct both. However, the job was awarded on the understanding that S[redacted] would "supply and install a 40 gallon water heater. They "corrected" the invoice to read that I would supply the tank. They said one thing to get the job, then said the exact opposite when they billed it. It's not hard to remember what happened. The truth is always the truth and it doesn't change because someone made a mistake and won't admit it. [redacted]
Sincerely,
[redacted]
When [redacted] called on 8-15-16, he asked me how much would it be to supply and install a 40 gallon electric hot water heater. I told him $1180 minus the $59 discount, for payment that day. He then asked me if he supplied the electric water heater, how much would it be-...
I told him $620 minus the $31 discount for payment that day. He told me he would purchase the water heater at [redacted] I told him we could install on 8-16-16, and we would arrive between 1 and 3 pm. When our plumber asked [redacted] where the water heater was, he said we were supposed to supply it. Our plumber told him that was impossible for the $589 discounted price. [redacted] called the office and complained. I called him back and told him that the $620 minus 31, was for the installation only of the water heater. He said he would pick it up himself and I told him we could return on Wed 8/17/19 at approximately 8:00 to install it. I called [redacted] after we were done to ask him how the water heater installation went; I also reminded him of the quick pay discount of $59 for payment upon completion. I left a message on his answering machine. He called me back and told me that our plumber removed 3 pieces of scrap copper. Our plumber retrieved the 3 pieces of copper; 2 were 5 inches from the top of the heater and a third was approximately 4 to 5 ft for the relief valve. I called [redacted] and asked him if we could return them. He said to leave them with his son on the first floor. Our employee knocked on the door and after several minutes , the man who answered the door said the long piece for the relief valve was not correct. Our employee then screwed it into the old heater, which was still there, and showed him that it was in fact, a perfect fit. [redacted]'s son than started swearing at our employee and told him to get off his property, and "your company sucks" We since have received [redacted]'s check for the discounted amount (for payment upon completion) of $589. I was surprised with this whole chain of events- We have worked for [redacted] several times- I don't recall this kind of abusive treatment from him in the past. [redacted] is correct regarding the invoice. We will make sure the invoice has the correct address.
The only points I agree with are that :1. we were slightly late each day. I apologize for that- we gave approximate times of arrival and it is difficult in our line of work to be exact. and 2. Our first invoice had incorrect wording, which we have corrected. When our receptionist relayed to our plumber on the job that $620 does not include the water heater, and that the price with the water heater,before the discount was $1180,our receptionist heard [redacted] say "He did say something about $1180, but when I told him I would take away the old water heater, he said the price would be less, $620. Our receptionist heard our plumber say "it doesn't make sense that we would deduct $560 because we are not taking away the old heater. When I spoke to [redacted] he told me to lleave the old heater there, and I told him the price was $620 minus a discount for payment on day of installation of $31. [redacted] told me he thought that was expensive, and that after this he wasn't going to use our company again. At that point, [redacted]ould have called another company to install the water heater. If he thought it was too expensive, he shouldn't have told us to go ahead and install it.
When [redacted] called on 8-15-16, he asked me how much would it be to supply and install a 40 gallon electric hot water heater. I told him $1180 minus the $59 discount, for payment that day. He then asked me if he supplied the electric water heater, how much would it be- I...
told him $620 minus the $31 discount for payment that day. He told me he would purchase the water heater at [redacted] I told him we could install on 8-16-16, and we would arrive between 1 and 3 pm. When our plumber asked [redacted] where the water heater was, he said we were supposed to supply it. Our plumber told him that was impossible for the $589 discounted price. [redacted] called the office and complained. I called him back and told him that the $620 minus 31, was for the installation only of the water heater. He said he would pick it up himself and I told him we could return on Wed 8/17/19 at approximately 8:00 to install it. I called [redacted] after we were done to ask him how the water heater installation went; I also reminded him of the quick pay discount of $59 for payment upon completion. I left a message on his answering machine. He called me back and told me that our plumber removed 3 pieces of scrap copper. Our plumber retrieved the 3 pieces of copper; 2 were 5 inches from the top of the heater and a third was approximately 4 to 5 ft for the relief valve. I called [redacted] and asked him if we could return them. He said to leave them with his son on the first floor. Our employee knocked on the door and after several minutes , the man who answered the door said the long piece for the relief valve was not correct. Our employee then screwed it into the old heater, which was still there, and showed him that it was in fact, a perfect fit. [redacted]'s son than started swearing at our employee and told him to get off his property, and "your company sucks" We since have received [redacted]'s check for the discounted amount (for payment upon completion) of $589. I was surprised with this whole chain of events- We have worked for [redacted] several times- I don't recall this kind of abusive treatment from him in the past. [redacted] is correct regarding the invoice. We will make sure the invoice has the correct address.
Complaint: [redacted]
I am rejecting this response because:
I read with interest the response to my complaint from S[redacted] Plumbing. There are several inaccurate statements: 1. When I first spoke with Tom S[redacted] about installing the water heater my phone was on speaker. My wife heard both sides of the conversation. I never, repeat never, asked how much different the price would be if I supposed the water heater. I asked how much can I save if I remove the tank myself.(One of my tenants makes his living out of collecting scrap. It's a win win. I get rid of the tank, and he is able to make a little money to help pay his rent.) 2. Initially I was told my appointment time was between 1:00-3:00. However, before the conversation was over, the time was changed from 12:00-2:00. The plumber arrived at 2:30. 3. When I spoke with Tom S[redacted] to arrange a time to install the tank since my son and I had purchased one from Lowe's and dropped it off at the job site. S[redacted] stated his plumber would be there first thing. I asked him to clarify the time. He stated 7:30 not 8:00 as he claims. (Again, the phone was on speaker and my wife was witness to both sides of the conversation.)4. Since I stated that I would discard the old water tank, there was absolutely no reason for the plumber to pilfer any parts and there would have been no need to return them. 5. The reason my son didn't respond to the initial knock on the door was because Tom S[redacted] was at the wrong apartment. 6. My son was short with S[redacted]. However, if his employee hadn't tried to steal copper from me, there would have been no reason for the encounter. 7. My son gave a different account of the encounter. He asked that the parts be reattached to the old tank to assure us that the correct parts were being returned. Again, there would have been no need to return anything if the plumber hadn't been dishonest. 8. I refer back to my complaint in which I stated what the original invoice stated. It stated both that they would supply the tank and that I would purchase the tank. The put down the wrong address on the invoice. They since tried to correct both. However, the job was awarded on the understanding that S[redacted] would "supply and install a 40 gallon water heater. They "corrected" the invoice to read that I would supply the tank. They said one thing to get the job, then said the exact opposite when they billed it. It's not hard to remember what happened. The truth is always the truth and it doesn't change because someone made a mistake and won't admit it. [redacted]
Sincerely,
[redacted]