W W Hawkins, LLC

I am responding to the service issues regarding Mr*** ***I do not agree with the customer's complaint and will respond in the order based on the customer's statement of the problem. We were called to check out a water heater that wasn't working properly, we were never told not to
enter, we were called to repair itI informed customer piece that was clogged was plastic and we would try to repair but there was a risk of it breakingI tried to repair and I did break itWe tried to contact customer and could not reach them, I made the decision to install a new water heater so they were not without hot waterAfter customer returned home I was notified that they were not happy about water heater being installedI reached out to customer and told them I would come and remove water heater and not charge them for anything, customer said no we would keep it and pay for itThen again I was informed they were still not happy about water heater, I once again told them I would remove it at no charge or I would discount if they wanted to keep itI then worked out an arrangement with Mr. *** *** for them to keep water heater and I would bill them my cost on water heater, plus I would knock off one hour of labor, this invoice is attached in separate emailI considered this problem resolved, until I received letter from Revdex.com. Regarding the Fujitsu mini- split system: We were called to give an estimate on a Fujitsu mini- split system and gave customer bid on 11/7/for $Customer agreed to bid and placed 50% down $on 11/18/We tried several times to set an install date with customer and finally was able to start install in mid AprilInstall was completed on 4/20/After job was complete and we asked customer for completion of payment they started questioning billWe gave a written estimate to customer and they verbally agreed to all products and pricingAfter job was complete they did not want to pay, and still have not paid as of 5/26/WW Hawkins LLC completed all work promised and in a timely manner, we also were not satisfied with the way the wires looked on the side of the house so we purchased additional equipment to make it look to our satisfaction, a cost of $500, that we did not bill to customer, in an attempt to go above and beyond to make customer happy. We believe we have done exceptional work on our part for the customer and done all we can to satisfy customer on water heater concernOn Fujitsu mini-split system, we gave customer bid, they agreed and paid 50% down, we did work as outlined in bid, then customer has not paid us saying they are questioning bid, if there was a problem with bid, why did they agree to bid and pay 50% down? I will send additional emails with attachments of bid, invoices, and statement. Thank You