Venturella and Sons Plumbing & Heating, LLC

July 18, 2016Revdex.com2800 Euclid Ave., 4th Fl.Cleveland, OH  44115-2408 ATTN: [redacted]             Dispute Resolution Team Leader RE: 7/12/2016 COMPLAINT -ASSIGNED ID: [redacted] I received a copy of the complaint from...

Customer enclosed with your letter letting us know a complaint had been filed. When the Customer called us on 07/11/2016, we searched our records for the Customer’s invoice. We called Customer back on 07/11/2016 to Dispatch a technician to Stop by and access the situation. Customer called again on 07/11/2016 wanting to know where the technician was. The Customer was told the Technician was on a Scheduled Emergency job, and it was taking longer than expected. This was communicated to the Customer by the office manager. The office manager contacted our technician who called Customer back requesting to re-schedule for 7/12/2016 and it would be later in the day. Customer agreed to meet later in the day On 07/12/2016. Customer called at 4:40 pm and 5:15pm according to our call logs. Venturella And Sons Plumbing & Heating, technician called Customer at 5:18 pm. to meet with Customer’s to access the problem; however, according to our call logs, there was no answer. A message machine is on at all times after hours. If you call the company after hours you will hear it and the part that states, “If this is an Emergency, please call our Emergency Tech Line at (216) 299-1769, again (216) 299-1769, have a wonderful day.” This Emergency number receives Emergencies from all our valued customers. However, we did not have any calls on our answering machine and the Customer’s did not use the Emergency Tech Line, as so stated above.  In the mean-time we were still searching for any Estimates, Proposals, or Invoices relating to our Company doing work for the Customer’s and still could not find any data. Through further research, we found a Typo (First Letter of the Customer’s Last Name) from our purged Invoices. After reading through many Invoices description of work, we did find it, or what we believe to be the customer invoice. To not name the Customer, we here-by will use the Invoice# 2161 in the Amount of $925.00 – Marked in house “Paid Cash” for their comparison. The Invoice States that Venturella And Sons Plumbing & Heating, LLC. Installed a Jet Well Pump and a Pressure Tank – Customer Supplied.Venturella And Sons Plumbing & Heating, LLC. Recommends our Suppliers to our customers about the benefits of selecting the products that we purchase and install. Especially the warranties, which we keep in the Customer’s folder for easy access in another location. Our Suppliers and their Manufacturer’s all come with Warranties.After quoting our price the customer will either accept or deny our quote. In some cases, the customer will ask: “If I supply the materials, how much will it cost just to install them.” Yes, we will install a customer’s purchase; however, with no ambiguity that Venturella And Sons Plumbing & Heating, LLC. Cannot Warrant the Materials not purchased by us. The customer, is Well informed that they must rely on THEIR VENDOR’S Warranty for the product.After being in business from 1985 as Venturella Plumbing & Heating Inc., and then renaming our business as our Family grew, to Venturella And Sons Plumbing & Heating, LLC. We have 34 years of business under our belts.   When the DYI (Do It Yourself) companies decided to sell directly to the public, we have definitely ran into this topic with many a customer along time ago. Therefore, Venturella And Sons Plumbing & Heating immediately discloses to any customer, Residential or Commercial, we warrant our installations, but not materials supplied by the customer.We regret what has happened to one of our Valued Customer’s regarding their Jet Well pump. However, I can only recommend they find the receipts from where they purchased their products/materials to see if an extended warranty was purchased at the time of sale.Sincerest Compassion,Robin Venturella - Venturella And Sons Plumbing & Heating, LLC.PH: (440) 437-6170Email: [email protected]

August 1, 2016Revdex.com2800 Euclid Ave., 4th Fl.Cleveland, OH  44115-2408ATTN: [redacted]             Dispute Resolution Team LeaderRE: 7/18/2016 REBUTTAL COMPLAINT -ASSIGNED ID: [redacted]Per my review of the Customer’s rebuttal of my first dispute, I first and for most would like to State that any conversation’s The Customer’s, (both of them), with the office of Venturella And Sons Plumbing & Heating, was not with me (WIFE).Per my conversation with my office manager, she spoke to them on the telephone, wrote down all the information, dispatched the calls to the Technician, and re-searched purged files to find the information regarding the Customer’s. That is the extent of her job description. My office manager also stated that the customer wanted same day service and if it was under warranty. The customers were not filed in the Warranty Section; therefore, it took time to hunt that information down, and I find it funny that we have no record of it and they do upon their further investigation.As I stated in my previous statement that: The Customer called at 4:40 pm and 5:15pm according to our call logs. Venturella And Sons Plumbing & Heating, technician called Customer at 5:18 pm. to meet with Customer’s to access the problem; however, according to our call logs, there was no answer. A message machine is on at all times after hours. If you call the company after hours you will hear it and the part that states, “If this is an Emergency, please call our Emergency Tech Line at (216) 299-1769, again (216) 299-1769, have a wonderful day.” The Emergency Technician DID NOT receive a call back when he left the message at 5:18 pm. Per our call logs.If the Customer’s so ardently wanted us to see what was going on, they had every opportunity to call the Emergency Technician stating they were now [redacted] and the technician would have gone “same day, anytime” to try to resolve the situation.Admittedly so, we do sometimes get hung up on a previous job we cannot leave open, job order, job complete. A call was made to re-schedule NEXT DAY and agreed upon by the Customer’s. Upon calling the customer’s the next day at 5:18p.m., the technician got the Customer’s answering machine and left a message. I understand how frustrating it can be with no water; however, we were not able to make it out on the same day, due to pre-scheduled jobs, that were Emergencies also, as well as, not finding any warranties regarding their products/equipment.We were making every attempt to squeeze them in due to their circumstances. We also were not concerned if it was after hours or not. We would NOT have charged more for an after-hours Service Call for services regarding a situation like this; especially, if the integrity of our workmanship was at risk. If that had been the case, the Customer’s wouldn’t have been charged at all.Also, as they stated they had not heard from us by 5:00 p.m. and our records show 5:15p.m. is the last call the customer’s made. Therefore, if 3 minutes past 5:15p.m. not 5:00 p.m. upset them enough to the point that the Customer had to take the day off of work to be at the property when the Customer’s CHOSE to call in another Company, that is their prerogative.Upon further investigation with our suppliers, we do not have any records here or with the suppliers for a Jet well pump. Each purchase must have the customer’s name on the packing slip.We do not have a receipt or a packing slip/Statements, that show the purchase of a jet well pump for these customer’s. Also looking online at [redacted], jet well pumps had warranties not under 2-3 years, and Lowe’s, has a 1 year Limited Warranty. These are the products we tell the customer’s we cannot warrant. They have to use the Warranty from the place of purchase, as I stated in my first letter regarding this matter. Also, all of our purchases of a Jet Well Pump, Pressure Tank, and Labor of installation for these products WE Purchased, would have exceeded $925.00 and we would have a 3 year Warranty on the products and installation for a job like this one.We give free estimates, offer the customer our preferred choices of jet well pumps. The customer has the final say as to what they can afford to install. Again, I will state that all warranted customers are filed separately from the customers who supplied their own, products and/or fixtures, which, had Venturella And Sons Plumbing & Heating, LLC supplied products and fixtures, they carry a warranty of no less than 3 years and are readily accessible for our company and the customers review. Venturella And Sons Plumbing & Heating was not given the opportunity to review and see exactly what the problem was. Another concern of ours, is that the Customer’s tried to fix the problem themselves and created another problem, which I am starting to feel is the case. Especially, per my technician, the customer was yelling how bad it is to come [redacted] from work “all grody and I can’t even take a shower.” This call was definitely squeezed in! I would like the opportunity to speak with this other company to hear what they have to say about the state of the area before they began to work on it.This Area/County has signs posted everywhere “FRACK ON”, we have had several small earthquakes from the fracking in the [redacted] Area. That is not far from [redacted] Area’s. We cannot without seeing the site know exactly what happened. In closing, if you choose to post this, I have no problem with it, due to other Plumbing Contractors who know the pricing out here in our area, and our current rating as Venturella Plumbing & Heating, Inc. and as Venturella And Sons Plumbing & Heating, LLC. We have a long history of an A+ rating with the Revdex.com and I stand behind them, OUR VALUED CUSTOMERS! Robin Venturella - Venturella And Sons Plumbing & Heating, LLC.PH: (440) 437-6170Email: [email protected]