Training Center

Time One: The homeowner calls in late on Friday night indicating that there is a water main leak. Time Two: We are out on Saturday and find that [redacted] was out and dropped the meter box lid onto the water... service during the course of an inspection, which broke the connection. We repaired the connection to restore water service at no charge. The standard charge for this repair is $275.00. The charge was waived for afterhours emergency services and the plumbing repair because the homeowner indicated that an Auto Club vendor has caused the damages. Therefore, we extended a repair at no cost. During the course of the no charge repair, the homeowner inquired as to a price to repair the water main. The plumber indicated that if the trench were dug in advance by the others we could install a new line for $1500.00. This would not include backfilling or landscaping. At no time was the plumber in the backyard, nor was he advised that there was a connection servicing the pool within the front yard. No reasonable plumber would believe that the connection was at the front of the property and the front connection is a break from standard building practices. No estimate was provided in writing. The homeowner, months later contacted the office and advised a new receptionist that he was given a bid for excavation and repair for $1500.00 and he scheduled work. Upon arrival the first day, the plumber advised the homeowner that this was not the estimate and that the estimate only included the installation of the pipe. The homeowner was displeased and indicated that he expected us to stand by the original verbal bid as he had detrimentally relied on the verbal estimate by not having the work done by others. Threatened by a complaint, the plumber violated company policy, by not contacting a supervisor before deciding to commence 80 hours of work with over a $558.00 of actual material costs for $1500.00. Note that while we are not a union shop, all wages are based on union earnings. The base wages without benefits were not covered by the payment. Time Three: The homeowner advises that his manual pool filler is not working. Generally, these connections are made from a rear hose bib. This apparently is not the case in this instance, and this firm had no reasonable notice that this was the case and therefore, this work was not included in the estimate. No additional work can be provided at the listed cost. The homeowner has taken advantage and bullied a new receptionist and a kind plumber. However, this firm will not offer any additional work at no cost based on the homeowner’s “confusion,” which thus far has only been used to manipulate circumstances to his advantage. The homeowner has been offered a reduced estimate of $85.00 an hour plus material costs to cure this issue. A time estimate of five to eight hours has been provided. Note that this firm has gone above and beyond any reasonable measures to accommodate the homeowner’s misunderstandings. [redacted]

Time
One:    
The homeowner calls in late on Friday night indicating that there is a water
main leak. 
 
Time
Two:
    We are out on Saturday and find that [redacted] was out
and dropped the meter box lid onto the water...

service during the course of an
inspection, which broke the connection.  We repaired the connection to
restore water service at no charge.  The standard charge for this repair
is $275.00.  The charge was waived for afterhours emergency services and
the plumbing repair because the homeowner indicated that an Auto Club vendor
has caused the damages. Therefore, we extended a repair at no cost. 
During the course of the no charge repair, the homeowner inquired as to a price
to repair the water main.  The plumber indicated that if the trench were
dug in advance by the others we could install a new line for $1500.00. This
would not include backfilling or landscaping.    At no time was
the plumber in the backyard, nor was he advised that there was a connection servicing
the pool within the front yard. No reasonable plumber would believe that the
connection was at the front of the property and the front connection is a break
from standard building practices.   No estimate was provided in
writing.   The homeowner, months later contacted the office and
advised a new receptionist that he was given a bid for excavation and repair
for $1500.00 and he scheduled work. Upon arrival the first day, the plumber
advised the homeowner that this was not the estimate and that the estimate only
included the installation of the pipe. The homeowner was displeased and
indicated that he expected us to stand by the original verbal bid as he had
detrimentally relied on the verbal estimate by not having the work done by
others. Threatened by a complaint, the plumber violated company policy, by not
contacting a supervisor before deciding to commence 80 hours of work with over
a $558.00 of actual material costs for $1500.00.  Note that while we are
not a union shop, all wages are based on union earnings.   The base
wages without benefits were not covered by the payment. 
 
Time
Three:  
The homeowner advises that his manual pool filler is not working. 
Generally, these connections are made from a rear hose bib. This apparently is not
the case in this instance, and this firm had no reasonable notice that this was
the case and therefore, this work was not included in the estimate. No additional
work can be provided at the listed cost.  The homeowner has taken
advantage and bullied a new receptionist and a kind plumber.  However,
this firm will not offer any additional work at no cost based on the homeowner’s
“confusion,” which thus far has only been used to manipulate circumstances to
his advantage.  The homeowner has been offered a reduced estimate of
$85.00 an hour plus material costs to cure this issue.  A time estimate of
five to eight hours has been provided.    Note that this firm
has gone above and beyond any reasonable measures to accommodate the homeowner’s
misunderstandings.    
 [redacted]