Trenchless Replacement Specialist, Inc

I have reviewed the complaint in the letter dated December 15, 2017 ID# [redacted].  The customer stated that we were false advertising by saying that we could repair leaks without breaking the slab. First, we could have repaired the leak without breaking any concrete. This would have been done...

by rerouting the water line overhead, however the leak was too big to repair with epoxy.  Any kind of repair we make depends on the size leak, how the system is plumbed and the budget restrictions that a customer may have. So anytime we go out on a call we keep all of the options open. We try our best to educate the customer on the different repairs we offer.  We would never intentionally try to deceive any of our customers. This is why we spend time letting the customer know the options for the repair of their pipes so that they can make an educated discussion. We did locate the leak and did offer a couple of options for the repair, but he was determined to have it repaired with epoxy which was impossible given the circumstances.  We refunded the complete amount of the ticket and have put him on a no call list, so that we will not make a mistake and do any service work for this man again.  Sincerely [redacted] Manager

Complaint: [redacted]
I am rejecting this response because:This response by [redacted] is totally false. As stated earlier in my complaint the only reason I called TRS is because of their claim to fix slab leaks without digging up the slab. (They are in Odessa, TX, I am in Midland about 20 miles away). Listen to the ad they used to run on the radio. After two hours trying to find the leak they gave me one single option, which was to dig. I told them at that time the only reason I called them is because of their claim. Based on my initial description and when he turned on the water he should have immediately realized it was a large leak and should have been able to determine it was beyond the process they advertise. After giving me the single option to dig I told them I did not want them to do any additional work.After filing this complaint I was called on my cell phone by Steve from TRS who claimed he did not know who came out on this job. When I described the 2 persons he initially said one of the persons was a"master" plumber then quickly changed to a "journey-man" plumber who has been with them for only two years and did not know they could not fix a leak if there was tubing present. I explained to him that the person also said the leak was too big to fix by their "no digging" process. Steve then offered to"make this right" by refunding me in full. This is very different from what his response seem to indicate. I have received that refund. At this point I consider the matter closed and I want no further correspondence from this company.
Regards,
[redacted]