Thompson Family Plumbing and Rooter, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I've had the opportunity to discuss this matter personally with ***We were able to reach a mutually agreeable resolutionThank you for your assistance.*** ***

Initial Business Response /* (1000, 5, 2016/03/09) */
We do apologize that you feel as though you were taken advantage of by Thompson Family PlumbingOur standards of service are very high and we want to make sure our customers never feel that way after we complete work for themWhen we received
this call we explained to the male customer that it would be an after hours emergency service that night and gave them the option to wait until the following day when those charges would be lessenedHe determined that he wanted us there that eveningWe drove out to this property which took a full hour one way ,under the impression that there was a slab leak (per the male customer) we arrived and determined that the leak was not in the slab (which meant the customer did not have to pay the cost of $for the leak detection to be completed) it was in the master bathroomOur technician cut out the drywall with a drywall knife (not by hand) at that point he determined that he needed to cut out the line, install a supply line and angle stopWe are a licensed contractor through the state of California and would not just cap off the line as it would lessen functionality of that lineWe completed the repair AFTER our technician verified that the customer (parties on site) were comfortable with the work and agreed to it, as he felt they were hesitant to proceedOur technician wanted to do a pressure test (at no charge) to ensure that the reason for the failure was not due to having excessive water pressureWe also wanted to verify that this issue would not happen again somewhere in the home due to water pressureThe third party requested an itemized invoice and we provided her all necessary informationWe do not itemize parts and labor as we are a lump sum contractor with the board of equalizationThe reasoning for waiting until after payment was collected to email the invoice was because we needed to add that payment to the invoice so that her balance would reflect $dueOur technician also explained to the third party that if their insurance company had any questions they could contact us for any additional help they may needThe third party( who was not the customer that called in or the person that answered the phone the next day when I called for a follow up (as we always do) was very hostile and demeaning to our technician and also made very rude remarks to him through out his time thereWhen I called the customer the next day the male customer said that service was great and he had no additional questions or concernsI am unsure of the third party's relation to the male customer but as far as we were made aware she was not the homeowner nor the customer that called in to make the after hours appointment originally She is also not the party that signed any of our paperwork
Initial Consumer Rebuttal /* (3000, 8, 2016/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to Thompson PlumbingIn my opinion I was not rude or hostel and I NEVER made any rude remarks to this man unless he considers me calling him kiddo a rude remark I call everyone kiddoI was assertive and professional in my asking questions about the work that was being done and asking time and time again for an itemized list of repairs that I never receivedFrustrated yes because he was refusing to give me a consumer an itemized list of what was done and that I was paying forI am part owner in this property and the plumbing effects us allAnd also my name is on the receiptWhen speaking to my son-in-law he did say that they did cut out an 8xinhole under the bathroom sink drywall and that some was pulled out by hand because it was wetAs far as his drive I wasn't in the vehicle so I don't know where he was coming from and this is the first I am hearing about this it wasn't on the list of repairs eitherApparently he has forgotten that he told all of us that the $fee was being wavedAnd as far as the receipt goes I had to ask him to send it to my son-in-law on an e-mailThis company was doing everything on his phone there was no paper receipt coming to usHe also has forgotten that he sent two receipts one was unpaid and the other was paid I didn't question this because he assured us all that the receipt would show it itemized it was notHe has said that the Board of Equalization says that he can lump sumSo when I contacted the Board of Equalization about these practices they told me that they NEVER tell a company not to give a consumer an itemized list of repairsThat company's lump sum because they can only deduct on there taxes the parts on a jobINTERESTINGSo I guess that is why Thompson's didn't itemize my bill because the couldn't justify $worth of parts for there taxesAll I can say is WOWSo to the next consumer always, always get an itemized list of repairs or don't hire that company

Dear ***,We received your letter regarding the complaint assigned ID *** and wanted to make you aware of the events that took place.We were contacted by Old Republic Home Protection to provide service at the property for *** ***We arrived at the property and determined that there was
a worn out flapper and fill valve in the tank portion of their toiletThis was approved and covered by the warranty company and remedied during visitAdditionally there was a complaint of a leak near the shower headWhich is an indication of a compromised pipe which was the reason for the customer calling in the work order to Old RepublicMy technician determined that the shower valve was broken off at a degree fittingThis would require re piping the shower line and replacing the shower armThe warranty company did cover portions of this repair but did would not cover the modification of the supply line in the wall and therefore there was a non covered cost in which the homeowner was responsible forThe customer agreed to and signed all invoice documentation approving the work before it was startedThese services were completed 10/26/2016.On 10/30/we received a phone call from Mr*** stating that the toilet was not flushing at allOur technician returned out the following day and upon tech determining it was not related to previous work the customer chose not to use his warranty company to speed up the process of finding a resolutionMy tech began auguring the toilet bowl (Previous work completed on tank only) he pulled out some sort of a drain piece or possibly toilet cleaning insert which is considered abuse and was causing the toilet to clogNormally this service would be a fee of $but in an attempt to save the customer money, he honored the warranty company's cost of $I have attached a photo of the piece pulled from the toiletIt seems as though the customer did not have a clear understanding of the events that took place at the propertyOn 10/27/I called and spoke with a female to make sure everything went well during our initial visit and there were no unanswered questions and she stated she was unsure and would let her husband know to call me if there was an issue At Thompson Family Plumbing we have internal surveys for our customers to complete and upon noticing his was a out of on the date of service 10/31/I called him right away to speak with him about what caused his dismayHe did not answer and never returned my voicemail for discussionWe would have been more than happy to give him further explanation regarding events and costs that were applied if he was frustrated, but we were not given that opportunity due to not receiving any returned callsWe do not feel as though reimbursements are necessary due to our secondary call being unrelated to the first visit and shower work was based on warranty contracted guidelinesWe are a company that strives ourselves on customer service and when a situation is unable to be resolved internally it is not something we take lightlyThank you for taking the time to read our response.Sincerely,*** ***Office managerThompson Family Plumbing and Rooter, Inc.###-###-####

I am rejecting this response because:
The technician broke the shower head and pipe when he was trying to unscrew it snapped it was not broke prior to that I watched the tech snap the piece off , as he was taking it apart to check the leak .  I signed it because at this point u had no choice but to get my shower fixed which was not my fault but had no other choice

We have reviewed the complaint that had been filled by 09/27/2016 same day of service, and would like to discuss this directly with you. I have reviewed the invoice of service #1[redacted] and came to the understanding that the water main shut off valve or gate valve (aged 37 years) became unusable,...

and unrepairable in the process in turning the water back on , after completion of servicing the water leaks inside the residence. I understand how crucial running water is when you have a family with little ones. I too myself have 3 children and can understand how difficult it may be to complete daily tasks such as cooking, cleaning, baths, washing dirty hands, or laundry that may be needed to the next day of school clothes, and those tasks cannot be completed with out the needed water supply to the home. With the contractual guidelines of the home warranty company, they typically do not cover any plumbing items located outside the foundation of the home. We have no control over the authorization process, or their strict guidelines that are put in place for coverage. With gate valves or water main valves, they can become brittle or compromised overtime with age and with out the gaskets being conditioned by usage of being turned. They can break down and start to split due to the age or lack of use. Furthermore the piping that is connected to the valve can start to become brittle or weak overtime as well. We both know that the valve was not broken, when my tech arrived. However, in the attempt to turn the water back on to the property it then became broken and unrepairable. This is never a situation my technician wants to be in, or you,the homeowner for that matter. With the condition of the aged, and compromised valve it could have happened at any time, with anyone attempting to turn the valve on and off. It was simply a circumstantial type of event. Please be assured, we strive to maintain our integrity with our customers, and ultimately never lose the empathy of the working family, in need of repair. We did attempt to call you the next day of service 09/28/2016 and left a voicemail for you requesting you to call us if there were any answered questions and to ensure you were happy with your service experience. We also send survey’s attached to the invoice that gives customers the opportunity to voice their opinion of the service as well. It is extremely important to us here at [redacted] Family Plumbing, that all of our customers have the opportunity to voice their opinions freely, so that if there is a question, it can be addressed and remedied in house. We are a small, family owned company, and this type of complaint is not something we take lightly. I encourage you to please reach out to us directly to discuss in hopes of resolving this complaint mutually. Thank you for your time, [redacted] Owner