Three Amigo's Plumbing & Maintenance Inc

We are in receipt of your letter dated September 30, This is the first letter we have received regarding a complaint filed by *** * ***The following is in response to her issues presented in the letter receivedWith regards to camera and locate: Ms*** contacted our offices for a
camera locate for the septic in July of On 7/27/2015, Ms*** called the office and cancelled our service to locateThe service in question was called in to our office on 8/3/The service requested by Ms*** was not to locate, but a complaint of "Sewage came up in tub when toilet cloggedThen they drained the tub and the toilet gurgles." The service that she called in on 8/3/is the bill in questionMs*** never stated her situation was an emergency at any time during or after her initial phone callWith regards to reliability, we service emergency calls I needs on a first come, first serve basisThis is an industry standardOur customers that are experiencing an emergency are experiencing flooding, flooding with raw sewage exposed to individuals I animals, etcWe cannot anticipate or predict an emergency situationThis would take an act of GodOur bills are dated for the date of the invoice, which it clearly states on the invoice"Invoice Date", not "Service Date"We are not entirely sure why this is at issue, as Ms*** is completely aware of the date of serviceThere is clearly a reference to a late charge on all of our invoicesIn the bottom, left corner of each and every invoice, in red, it states we will charge an 18% finance charge if not paid in full at time of service, which Ms*** did not pay; therefore, there were finance charges applied, as well as a late fee of $Ms*** is incorrect in stating she never spoke with anyone besides Shane in our officeMs*** spoke with the SecretaryShe informed the Secretary that she wanted to speak with the ownerMs*** was informed that Three Amigos is a corporation and therefore, there isn't an ownerThe Secretary informed Ms*** that she would have the Office Manager, Shane, contact herWhen Shane contacted Ms***, she refused to speak with him, refused to pay her bill and demanded to speak with the owner, of which, there isn't oneThree Amigos would have been more than happy to settle with Ms***, but she would not speak with Shane and again demanded to speak with the ownerShane gave her the President's name, which is Todd J***Ms*** is incorrect in stating Todd never contacted her, as he left her a message on 9/6/Never once was she denied the ability to speak with anyone at Three AmigosIn reference to the senior discount, Three Amigos Technicians will never assume that an individual is of a certain ageHowever, if an individual asks, we are more than happy to apply that senior discountWe do not want to offend anyoneSnaking at the vent is commonThis is not an "oops", this is something that can and is frequently doneThere is absolutely no way the snake can suck up the vent, as the snake is a cable and does not contain any type of vacuum propertyThis would be physically impossibleMs*** apparently, per her complaint, expected us to be able to tell by looking at a toilet what was wrong with itAgain, this is physically impossibleWe cannot tell by looking at a toilet if there is a blockageThis is the reason that snaking was invented and is practiced in the plumbing tradeTo discover and push through I pull back a clogThe reason that Ms*** was sent to collections was her refusal to payShe voiced this once to the Secretary and then again to the Office ManagerRefusal to pay is enough for most companies to begin collections activityMs*** was extremely nasty, rude and arrogant to all office personnel when trying to assist her with her issueHer complaint is not about work that we performed and we believe she is confused about the company she called to perform her locateIf we had performed her locate service, the bill would have been much more than the original bill of $356, as the first hour on a camera /locate is $plus $107 / laborWe believe Ms*** is confused on what was asked to be performed by her to our officesWe have attached he original service request for the bill in question, the breakdown which she requested and was sent to her, as well as the original invoiceHer work order requesting and cancelling the camera locate is also attached for your reference
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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 complaintFor your reference, details of the offer I reviewed appear below.I am amazed by the response but it tells me a great deal about Three AmigosClearly they have me confused with another unhappy customer with references to conversations which are not part of my scenarioRE: the 8/3 service call to check for clog ( not an emergency) and the bill at issue: I am stunned by the references to conversations with the secretary which never took placeIf they had I would have winced the suggestion that a corporation has no ownerIt doesThe stockholders are the owners and the secretary would know thatNever would I say that I would not pay the bill as that has not been my intentI would certainly remember and document such a callFurther I am a repeat customer having paid on the spot in FAll, and May Why would they assume I would not pay?My contacts were the memo I sent by mail 8/requesting a breakout on the charges (There is no reference to a late fee.) and stating that I would call for an appointment with the owner. Next I left a voice mail requesting an appointment to meet . While they claim that a call was made to me by the owner and message left, there are no messages on my phone for September Perhaps he called a wrong number or the other unhappy customer. I had never heard of Shane until he calledHe did not identify himself as a person with authority to speak for the company but simply said he had a "work order" to call. I said I was disputing (not refusing to pay) the bill(IF I was refusing to pay, why would I press for a discussion with an owner? I would just not pay.) He said, "Well we spent a lot of time out there." I think it is inappropriate to discuss such a matter with someone who does not identify himself as an owner/ manager so I stayed on message that I wanted an owner to contact me to discuss the bill and asked for his name so I could identify when he calledThe call lasted less than minutes and I was not rude. If Shane reported that I was unwilling to pay, he did a disservice to us allThe bill is extremely high along side those of peers for similar activity and anyone would raise the questions. Their response further confirms this by citing what they would charge for tank location which would have been times what I paid to a top rated company for complete,accurate and efficient work in locating the tank and less than hours. Ironically, they intend to collect this fee even though the person who came on 8/was not equipped nor was he charged with locating the tankIt is apparent that Amigos charges both for time spent and the activities performed during that timeOther firms we have used do not double chargeI had hope for an adjustment or , at least, a justification discussion before paying the bill. Given the fictions in the response, that is obviously not going to happenI was expecting a bill closer to $I would even have paid $But the $is closer to what they would have charged had they come with the camera and an order to locate the tank. Nothing of that sort happened on 8/It was determined that the toilet line was clearand events indicated a full septic tankThat was what we wanted to know and that was determined within an hour. If they charged by the hour $covers itIf by activity, an hour and snaking would be the more than adequateThe plumber was neither equipped nor sent out to do anything more"Spending time" is not justification.I would like to get this paid and done. Regards,*** ***

Attached, please find our response dated October 29, At this time, Ms*** has paid her bill and settled with the collection agencyThank you, Kat S*** Three Amigos Plumbing
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Revdex.com,I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me. Regards, *** ***