Thatchuk's Oil & Water Transport

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

We were called to provide emergency service to this client's tenant in Boston on Sunday around 12pm.  We found that the leak caused the ceiling below our client's unit to saturate to the point where it was falling in.  We had to do some minor exploration to confirm the leak, which meant we...

had to open that ceiling to continue testing.  Once we verified it was the shower valve that was leaking, we provided a quote to the customer over the phone.   He expressed that he wasn't happy with the price and we suggested he should not proceed with the job if he wasn't comfortable with the pricing.  [redacted] instructed us to continue with the work and had the full quote prior to us doing anything.  We repaired the shower valve and tested everything and all was working as it should be.  [redacted] later gave us bad reviews here, on [redacted] and on [redacted], and we found out an responded immediately.  We are currently still working to resolve this with him, and today (12/12) at 8:00am we sent our Service Manager back to him home to investigate his claim that we left thing disassembled.  We found that our Plumber left behind a remnant piece of shower trim that he should have thrown away, the piece being approximately as big as a nickel.  Also, a screw that goes to the bathtub drain was left out, but we didn't take it out, it is permanently stripped out and had been prior to our arrival.  At no time was the shower not working after our repair.[redacted] has said that his tenant didn't tell him that things were working, and also that they are the ones who told him things were left disassembled.  He has pledged to remove his bad reviews once we went back to confirm the state of all of our work.  As of this morning (12/21) we have confirmed that everything is (AND WAS) working as it should be.  We did fail to throw away a small item, and they do have  a stripped screw (not related to our work), but otherwise everything is working great.  The hole in the ceiling was inevitable, since the leak caved in the ceiling prior to our arrival - we didn't make any hole, we just opened an existing hole bigger to confirm our diagnostic.

Mr. [redacted] has a pair of appliances, a boiler and a water heater.  We replaced a failed water heater.  To get it out of the way - he is correct that my team left a hose disconnected which spilled water on the floor.  We have already reimbursed him on this and that matter should be...

considered closed as we've both moved on. For the venting issue Mr. [redacted]'s refers to - his appliances use a "sidewall vent" fan which acts like a chimney in this application.  The sidewall vent fan had failed, unbeknownst to us, and caused multiple visits from the pilot going out. One of the issues caused by the part failure was that the boiler fired without venting its exhaust gas to the outside.  This issue, while I wish we'd found it sooner, was not a result of our work in any way.  I have photos showing how someone altered the factory wiring on a ~25 year old boiler and jumped out the safety control, which is the reason this happened.  I paid our electrician to perform a repair to that boiler's wiring AND we fixed the other faulty part at no extra cost to Mr. [redacted] so we could put this behind us. Mr. [redacted] is asking for reimbursement for the entire water heater and his tenant's hotel bill.  The water heater was necessary and there was no reason for his tenants to stay in a hotel, the system was safe and opeational.  I have asked Mr. [redacted] to send any documentation stating otherwise but he has failed to do so, so unless new information is presented that another reputable company will stand behind, I will not be reimbursing Mr. [redacted].Sincerely,[redacted]Boston Standard Company

Hello [redacted],I am aware that your project did not go as we'd both planned.  I was away on business last week and could not call you but figured I'd respond within the Revdex.com website as a start.  You are correct that [redacted] came and gave a quote and that my guys found additional issues during the...

start of our install.  My team provided pricing for those additional items before performing any other work.  Unfortunately, [redacted] made some assumptions regarding your drainage, waste and vent systems and based his pricing off of that.  When my Journeyman Plumber came to your place to begin work he found a variety of code issues and violations in the drain system.  We are required to perform our work to code, and this would have cost you additionally to repair/replace the areas that our guy [redacted] had missed.  As the job moved along you began threatening legal action and other measures, including cooking my salesman, [redacted], and serving him to your customers!  We made a judgement call that even though you may have been prepared to hire us for the extra work, that we weren't going to work in that sort of environment.  I can appreciate your position and wish we'd alerted you to the other code issues before starting the job, however please rest assured that you haven't paid for any service you did not receive.  Please call me if you'd like to discuss this further at ###-###-####.  Thank you,[redacted]Boston Standard Company