Vessels Plumbing & Services, Inc.

Business Response to a Complaint
Complaint ID#:
Unknown
Company Name:
Vessels Plumbing & Services
Company Contact:
*** ***
Company Phone:
###-###-####
Company Email:
***
Person Who Sent the Complaint:
***
Staff Member:
Response:
Regarding: Complaint Dated 2/10/(***) We do not show receipt of the complaint letterHowever, we did have staff turnover during this timeI just happened to go to our page on the website and noticed this complaintThis customer called stating they had a leakOn 12/15/14, we researched the issue by accessing all the plumbing in the house including the attic and found no plumbing issuesWe then pulled toilet attempting to locate leakWe found toilet flange was 1" above the floor and the toilet was not secureWe removed the lead and brass flangeReplaced toilet bolts, wax ring and rebuilt inside of tank with new partsAlso removed shower stems on faucet and found both needed to be replacedCustomer requested this be done in the future when she purchased a new sinkCustomer called and we returned on 12/24/and replaced seats and stems in hallway bathroom lavHowever, we did not feel this was the issueWhere customer was reporting a leak was in hall floor where no plumbing existedThe water bowl for her animals was in this location, we advised her to move location of water bowl to see if it would resolve issueShe was agreeableWe then went back to repair another issue (unrelated to the above) for her free of charge on 12/25/but she told us not to complete repairAlthough, the above research and work was required, we reduced the bill significantly to $because we felt bad the leak may have been caused by a water bowlWe pride ourselves on exception customer service with 90% of our business based on repeat customers and referralsWe regret this was not achieved with this customerHowever, we feel we went above and beyond to resolve her issues and by reducing her overall billWe value our relationship with our customers and thank you for allowing us the opportunity to resolve this issuePlease contact me at ###-###-#### should you have any questions
Sent on: 7/15/8:05:PM

Business Response to a
Complaint


Complaint
ID#:


Unknown




Company
Name:
...



Vessels
Plumbing




Company
Contact:


[redacted]




Company
Phone:


[redacted]




Company
Email:


[redacted]




Person
Who Sent the Complaint:


[redacted]




Staff
Member:



Response:
Regarding:
Complaint Dated 3/4/15 We do not show receipt of the complaint letter. However,
we did have staff turnover during this time and the customer is correct that he
contacted us and apparently we failed to resolve his issue. I have contacted
the customer and issued a refund for the access panel as well as the labor
associated with the installation of the access panel. The check will be mailed
on 7/15/15. The customer is satisfied with resolution and therefore, we
considered this matter closed. We pride ourselves on exception customer service
with 90% of our business based on repeat customers and referrals. We regret
this was not achieved with this customer. However, we are pleased that we were
able to ultimately resolve this issue and provide the level of service he
should have received upfront. We value our relationship with our customers and
are pleased this has been resolved to his satisfaction. Thank you for allowing
us the opportunity to resolve this issue. Please contact me at (502)[redacted]
should you have any questions. Sincerely, [redacted] Vessels Plumbing
Heating & Cooling
Sent on:
7/14/2015 6:26:14 PM

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]