We apologize that Mr [redacted] was not satisfied with our serviceI would like to begin by clarifying our processOur [redacted] (***) first called Mr [redacted] to schedule repair through [redacted] Anytime there are coverage concerns due to the warranty, I as the [redacted] [redacted] , discuss with the homeowner prior to our technician coming outI called back and spoke with him to get any further details on what was leakingHe explained to me that his lawn faucets were leaking into the basementI discussed with him that the warranty does not cover any damages due to freezing, nor the lawn faucets themselvesAt that time, Mr [redacted] said that the shut-off valves inside the house were leaking which I told him should be coveredOur technician arrived at the home and inspected both valves inside and outside the homeHe determined that the lawn faucets themselves were causing the leak into the basement and would not be covered by the warrantyHe then quoted approximately $300-for replacement of the rear faucet and $for the frontThe homeowner did not want the work done at the timeSince the repairs are not covered, [redacted] 's policy requires the homeowner to then pay any standard charges as determined by the contractorWe billed a service call charge of $plus tax which is standard for any home visit.At Borth-Wilson, we strive to keep our customers for a lifetime and in order to satisfy Mr [redacted] , we will eliminate this chargeWe would suggest that he refers to [redacted] 's policy prior to scheduling any additional work.Thank you, [redacted] ***Borth-Wilson, Inc[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Ms. [redacted],Our first technician to inspect the leak ([redacted]) on 10/3, determined that there are cracks on the concrete laundry tub that had been previously caulked. These cracks are causing the current leak. Our technician also determined that the leaks were more prominent when the tub was full,...
therefor he cleaned the waste piping for proper drainage thus reducing the leaks. Unfortunately, Universal Home Protection's warranty does not cover replacement of a cracked tub.After a complaint was made to UHP, their representative approved our company to attempt replacement of the drain fitting. This was approved with the understanding that the repair may not be able to be made due to the drain fitting being part of the tub AND that there would be no warranty. Our second technician (Erik) returned on 10/10 to attempt this repair. At that time, he confirmed that it was only the cracks in the tub and no drain problems that were causing the leak. There was no additional charge for the return trip and your husband signed off on this diagnosis (see attached).We would not be able to refund the amount paid, as this is due any time we are contracted to a plan holder's home through UHP. If you would like the leaks eliminated, we would be happy to replace the laundry tub at quoted price.Thank you,[redacted]Office Manager
We apologize that Mr. [redacted] was not satisfied with our service. I would like to begin by clarifying our process. Our [redacted]) first called Mr. [redacted] to schedule repair through [redacted]. Anytime there are coverage concerns due to the warranty, I as the [redacted]...
[redacted], discuss with the homeowner prior to our technician coming out. I called back and spoke with him to get any further details on what was leaking. He explained to me that his lawn faucets were leaking into the basement. I discussed with him that the warranty does not cover any damages due to freezing, nor the lawn faucets themselves. At that time, Mr. [redacted] said that the shut-off valves inside the house were leaking which I told him should be covered. Our technician arrived at the home and inspected both valves inside and outside the home. He determined that the lawn faucets themselves were causing the leak into the basement and would not be covered by the warranty. He then quoted approximately $300-400 for replacement of the rear faucet and $250 for the front. The homeowner did not want the work done at the time. Since the repairs are not covered, [redacted]'s policy requires the homeowner to then pay any standard charges as determined by the contractor. We billed a service call charge of $70 plus tax which is standard for any home visit.At Borth-Wilson, we strive to keep our customers for a lifetime and in order to satisfy Mr. [redacted], we will eliminate this charge. We would suggest that he refers to [redacted]'s policy prior to scheduling any additional work.Thank you,[redacted]Borth-Wilson, Inc.[redacted]
We apologize that Mr [redacted] was not satisfied with our serviceI would like to begin by clarifying our processOur [redacted] (***) first called Mr [redacted] to schedule repair through [redacted] Anytime there are coverage concerns due to the warranty, I as the [redacted] [redacted] , discuss with the homeowner prior to our technician coming outI called back and spoke with him to get any further details on what was leakingHe explained to me that his lawn faucets were leaking into the basementI discussed with him that the warranty does not cover any damages due to freezing, nor the lawn faucets themselvesAt that time, Mr [redacted] said that the shut-off valves inside the house were leaking which I told him should be coveredOur technician arrived at the home and inspected both valves inside and outside the homeHe determined that the lawn faucets themselves were causing the leak into the basement and would not be covered by the warrantyHe then quoted approximately $300-for replacement of the rear faucet and $for the frontThe homeowner did not want the work done at the timeSince the repairs are not covered, [redacted] 's policy requires the homeowner to then pay any standard charges as determined by the contractorWe billed a service call charge of $plus tax which is standard for any home visit.At Borth-Wilson, we strive to keep our customers for a lifetime and in order to satisfy Mr [redacted] , we will eliminate this chargeWe would suggest that he refers to [redacted] 's policy prior to scheduling any additional work.Thank you, [redacted] ***Borth-Wilson, Inc[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Ms. [redacted],Our first technician to inspect the leak ([redacted]) on 10/3, determined that there are cracks on the concrete laundry tub that had been previously caulked. These cracks are causing the current leak. Our technician also determined that the leaks were more prominent when the tub was full,...
therefor he cleaned the waste piping for proper drainage thus reducing the leaks. Unfortunately, Universal Home Protection's warranty does not cover replacement of a cracked tub.After a complaint was made to UHP, their representative approved our company to attempt replacement of the drain fitting. This was approved with the understanding that the repair may not be able to be made due to the drain fitting being part of the tub AND that there would be no warranty. Our second technician (Erik) returned on 10/10 to attempt this repair. At that time, he confirmed that it was only the cracks in the tub and no drain problems that were causing the leak. There was no additional charge for the return trip and your husband signed off on this diagnosis (see attached).We would not be able to refund the amount paid, as this is due any time we are contracted to a plan holder's home through UHP. If you would like the leaks eliminated, we would be happy to replace the laundry tub at quoted price.Thank you,[redacted]Office Manager
We apologize that Mr. [redacted] was not satisfied with our service. I would like to begin by clarifying our process. Our [redacted]) first called Mr. [redacted] to schedule repair through [redacted]. Anytime there are coverage concerns due to the warranty, I as the [redacted]...
[redacted], discuss with the homeowner prior to our technician coming out. I called back and spoke with him to get any further details on what was leaking. He explained to me that his lawn faucets were leaking into the basement. I discussed with him that the warranty does not cover any damages due to freezing, nor the lawn faucets themselves. At that time, Mr. [redacted] said that the shut-off valves inside the house were leaking which I told him should be covered. Our technician arrived at the home and inspected both valves inside and outside the home. He determined that the lawn faucets themselves were causing the leak into the basement and would not be covered by the warranty. He then quoted approximately $300-400 for replacement of the rear faucet and $250 for the front. The homeowner did not want the work done at the time. Since the repairs are not covered, [redacted]'s policy requires the homeowner to then pay any standard charges as determined by the contractor. We billed a service call charge of $70 plus tax which is standard for any home visit.At Borth-Wilson, we strive to keep our customers for a lifetime and in order to satisfy Mr. [redacted], we will eliminate this charge. We would suggest that he refers to [redacted]'s policy prior to scheduling any additional work.Thank you,[redacted]Borth-Wilson, Inc.[redacted]