Complaint: [redacted] I am rejecting this response because: I paid on site to maintain good faith with vendorDid not think it fair to "stiff them." I originally asked for $as I felt the service was slowI still feel it was slow but accept their explanation of work doneI, however, to not agree I should pay professional's charges of $50/hour for writing up a bill that took minutes to writeI still want $refund for that administrative work time.Sincerely, [redacted]
We charge for our time on site, from the time we arrive to the time we leaveYes we filled out our invoice and charged for the time it took, just like we do at EVERY customers home or place of businessThis is part of the job, filling out a detailed report as to what we did so that if there are any issues in the future we know that it is under warranty or a new problem or just a problematic issue in the customers plumbing systemThe customer was happy to have her kitchen sink back together and signed our invoice stating "I have authorized the above listed parts to be installed and the labor performed." as well as "I hereby acknowledge the satisfactory completion of the above described work."She also paid the bill with no issueit was several days later that she called the office and demanded a dollar refund because she felt he worked too slow and she didn't want to pay for the time to write an invoiceOur company policy is to write an invoice for every job and to charge from the time we arrive to the time we leaveThis has been our company policy for over years nowThe time charged on the invoice was from 11:to 12:which equates to hoursThe GPS on the truck shows 11:02-12:which is slightly over hoursWe stand by our charges on the original invoice
Dear BBB,I spoke with [redacted] yesterday, Monday, October 24th 2017 and am pleased to say we have resolved this complaint. If you need any further assistance in this matter please let me know.Sincerely,Rachel P [redacted] Office ManagerThe Plumbing Joint425-228-3204
Complaint: [redacted] I am rejecting this response because:While this company states many things that are untrue, and makes derogatory remarks about myself, the truth is this- I paid for my main line to be snaked While the company has made many claims about why they were unable to snake it, they have failed to snake the line that I paid them for I have subsequently hired another company (after affording this company many opportunities to correct the problem) that was able to snake my main line, from the interior of the house, 20' in (a video I have available for Revdex.com if they need) This company failed to preform the work that they were hired, and paid, to complete They unfortunately this company has failed to complete the work they were hired for, they have unethical business practices, and at the end of the day- they apparently do not warranty any work they do While the company claims there was a break in the line (on the exterior), this is a lie I have photos to verify that what they 'claim' is a break is actually an intact joint Furthermore, I have professionally attempted to communicate all the concerns I have had with their failure to provide the services that I paid for It appears that my comments of 'bait and switch' tactics are accurate It is clear that they have more excuses for why the work was not completed, than to just do the work they were hired to do.Again, this company was hired to snake a main line- they did not snake and clear the main lineThey did not preform the work in which they were hired for I have hired another company to snake and clear the main line This company has an obligation to do the work in which they are paid, and their warranty states as such Since they did not complete the work they were paid for, a refund is expected.It is further concerning that they still refuse to even make a compromise This is a classic example of a company that is robbing people Sincerely, [redacted]
Unfortunately we cannot refund the customers money as she is requesting because we were not allowed to complete the workWe performed a service by doing all the investigative work to get to the root cause making it much easier for the other company to walk in and complete the jobThis is a service and therefore needs to be paid forWe have never overcharged, made excuses, attempted to bait and switch or made any derogatory comments about this customerWe attempted to return and complete the job but were not allowed in the houseWe do not have any warranty on any drain cleaning as we can not control what people put in their drains but we warrantied this call in good faithEven if we did have a warranty on drain cleaning, which we don't, it wouldn't come into affect until the job was completedAgain, we were not allowed to complete the jobOur rates are clearly stated when the customer calls in and again are presented on the bill that the customer signed, this is in no way a bait and switch tacticAs far as derogatory remarks goes, we have never said anything about this customer derogatory, only what has been stated by the customer in pleading our portion of the case, not like calling the owner's son entitledAgain we cannot refund money for a job that we were not allowed to finish nor will we apologize for our work completed thus far
Complaint: [redacted] I am rejecting this response because: The business response is inaccurate as to what took place with the plumberWhen the plumber was here he did not discuss with me that there was a possible failed PRV when first diagnosing the problemHe removed the existing bib which was new and was working correctly and replaced it with the companys bib NOT our new bib which we did have one available in case he needed to use another new oneThe plumber then was shown where the PRV was, turned the pressure on PRV to full and turned up the water flow valve to full and it broke his reader gage and the pressure went up to and flow became so high that it caused the sink faucet to drip and the outside bib to drip due to the now high pressureThe plumber said we had to replace the PRV at an additional cost of around $after we he already charged $and the water flow and pressure were made worse than the initial pressure and flowWhen talking to the manager he did offer to come out and turn down the pressure on the PVC but said it would not helpI asked for them to replace the part and we would pay for the part but not the labor to replace it because we had already paid $in labor with no fix to the original problemHe declined to do soWould not accept my explanation of the problem and said that his employee did what needed to be doneAt that point I did hang up because as a customer he did not believe my description of the lack of repairing the initial problem that we hired them to doWe never requested a second invoice but had to call to get the original itemized invoice that they said would be sent via email that we finally got on Aug9thWe also went to the office in person about our concerns and they just said the manager would call us which he did notThe plumber called me and said he did everything correctlyThe manager did not tell me that he would not charge a minimum service callHe told me that I would pay in full for part and the laborWe asked for the PVR to be replaced and only pay for the part not any addition labor since we already paid $to replace an existing working bibWe are requesting they replace the part which we will pay for but no additional labor charge which we have already paid for Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I paid on site to maintain good faith with vendorDid not think it fair to "stiff them." I originally asked for $as I felt the service was slowI still feel it was slow but accept their explanation of work doneI, however, to not agree I should pay professional's charges of $50/hour for writing up a bill that took minutes to writeI still want $refund for that administrative work time.Sincerely, [redacted]
We charge for our time on site, from the time we arrive to the time we leaveYes we filled out our invoice and charged for the time it took, just like we do at EVERY customers home or place of businessThis is part of the job, filling out a detailed report as to what we did so that if there are any issues in the future we know that it is under warranty or a new problem or just a problematic issue in the customers plumbing systemThe customer was happy to have her kitchen sink back together and signed our invoice stating "I have authorized the above listed parts to be installed and the labor performed." as well as "I hereby acknowledge the satisfactory completion of the above described work."She also paid the bill with no issueit was several days later that she called the office and demanded a dollar refund because she felt he worked too slow and she didn't want to pay for the time to write an invoiceOur company policy is to write an invoice for every job and to charge from the time we arrive to the time we leaveThis has been our company policy for over years nowThe time charged on the invoice was from 11:to 12:which equates to hoursThe GPS on the truck shows 11:02-12:which is slightly over hoursWe stand by our charges on the original invoice
Dear BBB,I spoke with [redacted] yesterday, Monday, October 24th 2017 and am pleased to say we have resolved this complaint. If you need any further assistance in this matter please let me know.Sincerely,Rachel P [redacted] Office ManagerThe Plumbing Joint425-228-3204
Complaint: [redacted] I am rejecting this response because:While this company states many things that are untrue, and makes derogatory remarks about myself, the truth is this- I paid for my main line to be snaked While the company has made many claims about why they were unable to snake it, they have failed to snake the line that I paid them for I have subsequently hired another company (after affording this company many opportunities to correct the problem) that was able to snake my main line, from the interior of the house, 20' in (a video I have available for Revdex.com if they need) This company failed to preform the work that they were hired, and paid, to complete They unfortunately this company has failed to complete the work they were hired for, they have unethical business practices, and at the end of the day- they apparently do not warranty any work they do While the company claims there was a break in the line (on the exterior), this is a lie I have photos to verify that what they 'claim' is a break is actually an intact joint Furthermore, I have professionally attempted to communicate all the concerns I have had with their failure to provide the services that I paid for It appears that my comments of 'bait and switch' tactics are accurate It is clear that they have more excuses for why the work was not completed, than to just do the work they were hired to do.Again, this company was hired to snake a main line- they did not snake and clear the main lineThey did not preform the work in which they were hired for I have hired another company to snake and clear the main line This company has an obligation to do the work in which they are paid, and their warranty states as such Since they did not complete the work they were paid for, a refund is expected.It is further concerning that they still refuse to even make a compromise This is a classic example of a company that is robbing people Sincerely, [redacted]
Unfortunately we cannot refund the customers money as she is requesting because we were not allowed to complete the workWe performed a service by doing all the investigative work to get to the root cause making it much easier for the other company to walk in and complete the jobThis is a service and therefore needs to be paid forWe have never overcharged, made excuses, attempted to bait and switch or made any derogatory comments about this customerWe attempted to return and complete the job but were not allowed in the houseWe do not have any warranty on any drain cleaning as we can not control what people put in their drains but we warrantied this call in good faithEven if we did have a warranty on drain cleaning, which we don't, it wouldn't come into affect until the job was completedAgain, we were not allowed to complete the jobOur rates are clearly stated when the customer calls in and again are presented on the bill that the customer signed, this is in no way a bait and switch tacticAs far as derogatory remarks goes, we have never said anything about this customer derogatory, only what has been stated by the customer in pleading our portion of the case, not like calling the owner's son entitledAgain we cannot refund money for a job that we were not allowed to finish nor will we apologize for our work completed thus far
Complaint: [redacted] I am rejecting this response because: The business response is inaccurate as to what took place with the plumberWhen the plumber was here he did not discuss with me that there was a possible failed PRV when first diagnosing the problemHe removed the existing bib which was new and was working correctly and replaced it with the companys bib NOT our new bib which we did have one available in case he needed to use another new oneThe plumber then was shown where the PRV was, turned the pressure on PRV to full and turned up the water flow valve to full and it broke his reader gage and the pressure went up to and flow became so high that it caused the sink faucet to drip and the outside bib to drip due to the now high pressureThe plumber said we had to replace the PRV at an additional cost of around $after we he already charged $and the water flow and pressure were made worse than the initial pressure and flowWhen talking to the manager he did offer to come out and turn down the pressure on the PVC but said it would not helpI asked for them to replace the part and we would pay for the part but not the labor to replace it because we had already paid $in labor with no fix to the original problemHe declined to do soWould not accept my explanation of the problem and said that his employee did what needed to be doneAt that point I did hang up because as a customer he did not believe my description of the lack of repairing the initial problem that we hired them to doWe never requested a second invoice but had to call to get the original itemized invoice that they said would be sent via email that we finally got on Aug9thWe also went to the office in person about our concerns and they just said the manager would call us which he did notThe plumber called me and said he did everything correctlyThe manager did not tell me that he would not charge a minimum service callHe told me that I would pay in full for part and the laborWe asked for the PVR to be replaced and only pay for the part not any addition labor since we already paid $to replace an existing working bibWe are requesting they replace the part which we will pay for but no additional labor charge which we have already paid for Sincerely, [redacted]