Superior Plumbing & Drain

Contact Name and Title: Dawn ***, Office Manager
Contact Phone: ***
Contact Email: ***
BELOW ARE ALL THE DATES SERVICES WERE PERFORMED, AS WELL AS THE NOTES FROM THE TECHNICIAN FOR EACH DATE OF SERVICE.

9/22/2018
Upon arrival, found ten year old 75 gallon water heater leaking and a lot of corrosion on top and bottom of heater. Currently the water heater has straps, pan and sediment trap. Recirculating pump and fittings are corroded and should be replaced. Installation will require new check valve, ball valve and bleed off valve.

9/24/2018
Issue: check water heater; customer is having issue with it
Added additional check valve on water heater

9/25/2018
Warranty call. Was having issues with hot water arrival and rusty water coming through tap mostly at kitchen. Also was getting warm water in home at master. Installed check valve on 9/24 in attempt to resolve issue. Upgraded and replaced under warranty. Flush complete hot line at most fixtures. Found 2 bathroom faucets where valves were closed under sink. Owner doesn't use sinks and they are off. These lines weren't flushed but we were able to flush all other fixtures. Informed owner of screens/aerators at faucets were corroded and should be replaced for smoother flow of water. No mixing valves or cross connections were located.
CALLED 9/27/2018 AND SPOKE TO OWNER; NO HOT WATER DELIVERY ISSUES AT THIS TIME.

11/23/2018
Upon arrival, found that after the new heater and pump were replaced by us, there was another leak at the water softener that required removal of new heater by others. The heater was installed by others and highly likely that the recirculating system wasn't properly flushed, allowing air to lock out pump causing it to heat up and fail. Any work done on hot water system always requires the flushing of air from recirculating system. Spoke to Anthony at ***. He will call the original plumber to warranty new pump. Unable to warranty pump as another company removed and reinstalled heater.
We were out 9/22/2018 to replace 75 gal water heater plus recirculating pump and fittings. Approximately a few weeks after the install, the customer had another leak at the water softener. The customer called *** for the repair. *** removed and reinstalled the water heater and softener after the remediation. After the installation of the water heater, apparently the water heater and recirculating pump were not flushed out properly by another plumber causing the pump to air lock, overheat, and fail.
NOTE THAT THIS WORK WAS PERFORMED BY ANOTHER COMPANY.

12/24/2018
Returned to replace damaged pump. After replacing pump, we flushed the hot water system of all air. We then tested and found the water wasn't extremely hot, so we isolated the recirculating system and attempted to draw direct hot water from tank. We weren't able to increase temperature. Heater thermostat was at 130 degrees. After walking home for cross connections, we found *** shower valves that we recommend to replace cartridges and balance spool. These cartridges can cause cross connection and we are unable to isolate to test or prove failure. No hot water at shower at this time-it was warm, not very hot. New pump is working and not related to this hot water delivery issue.

12/26/2018
Returned to repair shower cartridges at master due to cross connections. Owner didn't allow me in home and questioned that pump was properly installed. He stated arrow on pump should be in the up position. That was incorrect information he received from a friend. Owner wasn't willing to accept diagnosis in regards to shower issues related to cross connections. Owner didn't allow me in home to repair broken shower valves. Owner was informed that shower repairs would not be charged if issue wasn't resolved. We will not repair shower valves to prove pump works properly. Owner was hostile and cursed the word "***" to me multiple times. Not willing to work with hostile owners. Walked off job without arguing with customer. Customer was unwilling to pay for previous work on 12/24.

Company owner was out of town for the holidays and for son's graduation from basic training. Upon his return, he attempted to contact Mr.. He never answered any of the calls. Company owner left several messages for Mr.; those phone calls/messages were not returned. Below are the dates/approximate times of attempted contact:

1/9/2019 @ approximately 9 am
1/9/2019 @ approximately 2 pm
1/10/2019 @ approximately 9 am
1/10/2019 @ approximately 3 pm
1/11/2019 @ approximately 7:30 am

After describing to the property management company what had to be done to get to the water heater to service it, we were told by them we should charge extra for that, so our technician added the charge for difficult access. The payment we received was from the property management company. We were unaware that the charge was passed along to the tenant. Once we were contacted by the tenant (3/1/2018), we agreed to refund the $150.00, which we did via bill pay (we were asked by both the tenant and the property management company to send the refund to the tenant directly). The tenant has already received the refund. I have a copy of the Proof of Payment from our bank to reflect this, which I would gladly attach for your records if there was a place to do so. I also have pictures to show just what the technician had to do to get to the water heater in order to properly service it.