Spencer Home Solutions LLC

2/11/
To Whom It May Concern at the Revdex.com:
We received a counter-response to our response for our assigned case number of ***The customer has accepted terms regarding returning the water heater to us and we will refund them the price of the water heaterHowever, they have decided to still ask for additional labor to be reimbursed. The customers were aware of the work to be performed, the price for that work, and they agreed to it before work began. Due to recent plumbing code changes the project did not go as planned with the the larger size of the new code compliant tank no longer fitting the existing space. We advised the customers of the issues, and recommended code compliant remedies that we offered to performWhen they asked us to not complete the water heater install we reduced their bill to reflect that amount of work not done.
Our counter response is to reimburse a total of $in exchange for the return of the water heater to us
Sincerely,
Dan S***
Owner, S*** Home Solutions LLC

Complaint: ***As I understand Dan's proposal, he is willing to reimburse us for the cost of the tankWe have not tampered with the tank in anyway, only moved and stored it as we couldn't leave it in our tenant's unit We are willing to arrange to return the tankThis is reimbursement of $
We believe two hours of labor are acceptable for the services provided and our counter proposal to resolve this complaint is: the value of the tank and hour of labor refunded to us = $613.95.
Sincerely,*** ***

*** Please See Attached Documents ***
1/30/2016 To Whom It May Concern at the Revdex.com:We received a notice in the mail about a complaint made to you about our companyWe were given an ID of *** to correspond with this complaintBelow is our explanation of the complaint
scenarioWe have also enclosed screenshots of the text message conversation between myself and the customer's wife, who we dealt directly with during the time span of this project described belowThe customer who filed the complaint against us never spoke to us directly during this specific time of service with them.We received a call from the customer, whose apartment building we have serviced many times in the past, saying that one of their tenant's water heaters was causing issueThey requested same day emergency serviceWe went out there and diagnosed that their water heater was in need of replacingWe phoned the customer to notify them of the problem, our recommendation to replace the water heater, and our price of $1,plus tax to perform that serviceThey agreed to the price and we proceeded with changing the water heaterWe ordered a Bradford White tank, a new model to meet the new energy codes as required by code, which due to additional insulation is several inches largerThe measurements of the Bradford White tank did fit the closet space where it was to be installed, however because of the smaller doorway, and offset position from the doorway, it would have to be fed in diagonally then straightenedWe proceeded with removing and disposing of the failed existing water heater, and then removed the door and jam of the small closet to help fit the new slightly larger water heaterThe water heater fit through the doorway, however after multiple tries, we could not right it into place through the offset doorwayWith the Bradford White water heater not fitting, we attempted to find a different water heater through our professional plumbing resources that still met code requirements, but we could not find anythingAt this time it was after 5pm on the evening of New Year's Eve and we were out of options other than cutting the doorway largerAll this was discussed with the customer, and they did not authorize us to proceed any further that evening, so we cleaned up, capped the water supplies, left the tank in front of the closet so the customers could see the fit issue, and left the tenant with cold water onlyA few days later I was notified that they had found and installed a tank that fit, and my services were not needed furtherThey asked if I could return my tankI responded noI responded no, because professional warehouses do not take back water heaters that have been removed from their boxesI couldn't return it to any warehouse, period, I would have to be responsible for it until I could resell itThey then asked how much it cost, and to my surprise offered to pay for it and my timeSo we billed them a reduced rate for our time, and for the tank they requested to keepSeveral days later I received a phone call from the customers saying that even though the bill was lower than the originally quoted price they felt the bill was still too high, and asked me to explain how I came to that amountI explained that I billed them a reduced rate for the time I spent on their project, and for the tank they had requested to keepThey said ok, we'll let you know our decision in a few days, at no point in this conversation was it mentioned that they really did not want the tank, nor was there any request they wanted additional price concessionsI then received a final text saying they would pay but felt overcharged, and would write this letter of complaintAt that time, I immediately wrote back asking what he felt would be fair, trying to be proactive in remedying the situationThey did not respond.We have done work for these customers since We have been to their properties dozens of timesIt makes me sad that this business relationship has gone bad with this experienceIf at any time they would have said they did not want the Bradford White tank that I provided, or just never offered to keep it, they would never have been billed for it, I would have picked it up, kept it at my shop, and sold it to the next customerHowever, I could not have returned it to the warehouse as the question was askedI never would have thought about asking someone to pay for a product they didn't want and could not useI honestly assumed when they asked to keep the Bradford White tank, that they had pulled a smaller used tank from an apartment next door, and could fit this slightly larger tank into a different apartmentI am also concerned that whichever tank they did fit in place of the new Bradford White tank is not compliant with today's codes, and as such, a licensed professional plumber like myself would not be allowed to install and it would not have been an option to us to purchase for this unit.Now they are requesting we take back the tank, and only bill them for hours of an already reduced rate of emergency plumbing, even though we were on their project for over hoursUnfortunately, even if this is a case of miscommunication, because the tank has been out of my possession, has been transported and stored by others, I can't responsibly receive it back to my stock and resell it to othersAs far as reducing our hourly bill, we are a very small company already charging less than half of what other comparable, properly licensed, emergency plumbing companies chargeWe performed necessary, and approved work, and only billed for that.If they are willing to arrange with us for the tank to be returned to us, with no additional visual damage, and a letter of integrity that the tank has not been tampered with, we would be happy to refund them for the tank they apparently did not actually want, even though it can now only be used for demonstration and training purposesHowever, we have already reduced the labor rate on the approved work to get to the current bill, and don't feel any more reductions or refunds for labor are warranted for this situation.Sincerely,Dan S*Owner, S*** Home Solutions LLC

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. Sincerely, [redacted]