Shorepine Landscape Service

I apologize for not responding in writing sooner to give you a more detailed explanation regarding Rapidan's version of the events regarding the drain problem with Mr [redacted] However, Mr [redacted] has gone ahead and filed a lawsuit in small claims court against usWhen Mr [redacted] contacted Rapidan and informed us that he was filing a lawsuit I thought it best to get guidance as how best to respondAfter consulting with Rapidan’s legal counsel and [redacted] , the retired Chairman of the Board of the [redacted] *** Chapter of the Revdex.com in the [redacted] for guidance in this matter, I offer the following:When my Service Technician received the call on Saturday March 4th, at app6PM, he initially did not recognize the name of the person callingThe reason being is that Mr [redacted] had never done business with RapidanThe person that Rapidan worked for was the previous owner of the propertyWe understand that our original client sold the house to Mr [redacted] Unfortunately, Rapidan only extends warranties to the original purchaser of our goods and services as stated in our contractMr [redacted] is not a Rapidan customerEven if he was, we only perform warranty work during regular business hours of to Monday thru Friday.However, one of the problems with this situation was that during the course of the conversation between my Service Technician and Mr [redacted] , Mr [redacted] was rude, hostile and threating during conversations with my Service Technician Subsequently, my Service Technician contacted management and management decided to have the Service Technician inform Mr [redacted] that management would contact him on Monday during regular work hoursManagement called Mr [redacted] on Monday morning but never heard back from Mr [redacted] I have since found out that the drain issue was papertowels clogging a secondary drain, not the main drain that Rapidan clearedAlso the house is now a rental property.At this point we are probably just going to have to settle the matter in small claimsOnce again, I am sorry that we could not get the information regarding this matter to you sooner.Sincerely, Tommy N [redacted] * [redacted]

Ms [redacted] , respectfully, I reject the reply from Rapidan Plumbing as it offered little more than insulting verbiage without a solution I'm not sure if you are allowed to accept attachments, however the attached receipt from Rapidan clearly states 1) they knew the house would be changing owners in the near future and, 2) all repairs are warranted for daysIt is hard to find an explanation other than Rapidan did incomplete work, and was trying to avoid finishing the job at all costs To make matters even more troubling, they were willing to allow a family of to go several days without running water - which is what would have happened had I not called another plumber, and paid out of pocket, to redo the work Rapidan charged $ [redacted] for (and so clearly warrantied) Respectfully, [redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI did tell both *** and ** that I was not happy and why at each step and all they said was sorry I have witnesses to these conversationsThe propane tank had 20% not lbs of propane which equates to gallons in my gallon tank. The water heater is where it was designated by the builder Mitchell Homes and is in a spot that is commonly used by buildersI specifically asked for upfront fees and was not given the $diagnostic feeI may not have been home but my son-in-law was there in my place** admitted that he had to call Whirlpool to find out what was wrong That does not seem very knowledgeable to meI find this response from Rapidan Plumbing to be very offensive and rude I paid the bill but don't want other people being put in my situation because yes I would have had to pay them I fully expected to pay for a repair My disagreement is with the diagnostic fee that was not disclosed to me when I specifically asked about fees I do not feel I have victim mentality as he stated The Revdex.com is here to protect consumers and as a legitimate outlet for their concerns
Regards,
*** ***

Revdex.com Case# *** Thank you for bring your concerns to my attentionI do, however find it regretful you choose this venue to try to resolve your concernI would think trying to resolve your concern directly with Rapidan would be a more beneficial approach for everyone
involved. This job involves an inproperly installed Propane water heaterThe water heater is installed in a closet with a dryer and inproper ventilation for combustion air for the water heaterThe propane tank was almost empty alsoThe owner could not know what was involved in the job since she was not home and conducted business by phone. Customer's Statement of the Problem: I called Rapidan Plumbing to ask for repair of my Propane Hot Water HeaterTheresa at the office said there is a fee of $to come out and see what is wrongShe also stated that the $99 fee would be waived ifthe work was doneWhen the repair person came out he told me that there would be an additional $diagnostic fee that I was not initially made aware of. Yes, we do have a dispatch fee A dispatch fee gets the customer a place on our schedule, including a set time frame as to when we will arrive, a call to let the customer know we are on the way and a trip to the customers homeMany jobs lend themselves to taking a minor look and see and it is quickly obvious as to the problemMore complicated systems, think water heaters and pump systems may require a more involved troubleshooting processIf you go to the doctor they charge you an office visitIf any testing is required there are additional chargesThey don't even waive the office visitAnd you have to go to themThey do not come to you Since I would have had to pay $ifl did not have them do the diagnostic test anyway, I told him to go ahead and run itThe repair person said the problem was a clogged filter that needed to be cleanedHe said it would cost $dollars to clean a filter not including the upfront fees ($99 + $149)They did waive the upfront fees and I paid for the service but doies it truly cost $306 dollars to clean a filter? I understandThe charge for cleaning the filter is our standard charge for this type of serviceWe not only cleaned a filter, we provided you with a valuable service by a trained professional craftsman .We knew what the problem was and how to resolve itWhen all is said and done at least different people have been involved in providing this service and take at least hours of time, all inclusive. I feel that I had no choice once they came out to the house because of the additional fees and it was either pay $for no work or pay $to clean a filterI disagree with the cost but also felt that I had no other option since they were still going to charge me the $I clearly would not have used this company if I would have been made aware that they charge $before doing any work! I the work was done correctly but I feel I was held hostage by them because of the upfront fees . At no time was the customer going to be charges $248. She had choices at each step of the job. She could have chosen only to pay the dispatch fee. She could have chosen to pay $after the troubleshooting was completedOnce the troubleshooting fee was agreed to the dispatch was waivedI try really hard to satisfy all my customers and I have a hard time with the victim mentality. Thanks for your consideration in this matter. I await your response *** ***

Ms. [redacted], respectfully, I reject the reply from Rapidan Plumbing as it offered little more than insulting verbiage without a solution.  I'm not sure if you are allowed to accept attachments, however the attached receipt from Rapidan clearly states 1) they knew the house would be changing owners in the near future and, 2) all repairs are warranted for 90 days. It is hard to find an explanation other than Rapidan did incomplete work, and was trying to avoid finishing the job at all costs.  To make matters even more troubling, they were willing to allow a family of 5 to go several days without running water - which is what would have happened had I not called another plumber, and paid out of pocket, to redo the work Rapidan charged $[redacted] for (and so clearly warrantied).   Respectfully, [redacted]

I apologize for not responding in writing sooner to give you
a more detailed explanation regarding Rapidan's version of the events regarding
the drain problem with Mr. [redacted]. However, Mr. [redacted] has gone ahead
and filed a lawsuit in small claims court against us. When Mr....

[redacted]
contacted  Rapidan and informed us that
he was filing a lawsuit I thought it best to get guidance as how best to
respond. After consulting with Rapidan’s legal counsel and [redacted], the
retired Chairman of the Board of the [redacted] Chapter of the Revdex.com in the [redacted] for guidance in this matter, I offer the following:When my Service Technician received the call on Saturday March
4th, at app. 6PM, 2017 he initially did not recognize the name of the person
calling. The reason being is that Mr. [redacted] had never done business with
Rapidan. The person that Rapidan worked for was 
the previous owner of the property. We understand that our original
client sold the house to Mr. [redacted]. Unfortunately, Rapidan only extends
warranties to the original purchaser of our goods and services as stated in our
contract. Mr. [redacted] is not a Rapidan customer. Even if he was, we only
perform warranty work during regular business hours of  9 to 3 Monday thru Friday.However, one of the problems with this situation was that
during the course of the conversation between my Service Technician and Mr.
[redacted], Mr. [redacted] was  rude,
hostile and threating during conversations with my Service Technician.
Subsequently, my Service Technician contacted management and management decided
to have the Service Technician inform Mr. [redacted] that management would
contact him on Monday during regular work hours. Management called Mr.
[redacted] on Monday morning but never heard back from Mr. [redacted]. I have
since found out that the drain issue was papertowels clogging a secondary
drain, not the main drain that Rapidan cleared. Also the house is now a rental
property.At this point we are probably just going to have to settle
the matter in small claims. Once again, I am sorry that we could not get the information
regarding this matter to you sooner.Sincerely, Tommy N[redacted]
[redacted]
[redacted]