Thompson Family Plumbing and Rooter

We have reviewed the complaint that had been filled by 09/27/same day of service, and would like to discuss this directly with youI have reviewed the invoice of service #[redacted] and came to the understanding that the water main shut off valve or gate valve (aged years) became unusable, and unrepairable in the process in turning the water back on , after completion of servicing the water leaks inside the residenceI understand how crucial running water is when you have a family with little onesI too myself have 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 homeWith the contractual guidelines of the home warranty company, they typically do not cover any plumbing items located outside the foundation of the homeWe have no control over the authorization process, or their strict guidelines that are put in place for coverageWith 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 turnedThey can break down and start to split due to the age or lack of useFurthermore the piping that is connected to the valve can start to become brittle or weak overtime as wellWe both know that the valve was not broken, when my tech arrivedHowever, in the attempt to turn the water back on to the property it then became broken and unrepairableThis is never a situation my technician wants to be in, or you,the homeowner for that matterWith the condition of the aged, and compromised valve it could have happened at any time, with anyone attempting to turn the valve on and offIt was simply a circumstantial type of eventPlease be assured, we strive to maintain our integrity with our customers, and ultimately never lose the empathy of the working family, in need of repairWe did attempt to call you the next day of service 09/28/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 experienceWe also send survey’s attached to the invoice that gives customers the opportunity to voice their opinion of the service as wellIt 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 houseWe are a small, family owned company, and this type of complaint is not something we take lightlyI encourage you to please reach out to us directly to discuss in hopes of resolving this complaint mutuallyThank you for your time, [redacted] Owner