Walter Forbes Eletrical Service

Initial Business Response /* (1000, 7, 2015/10/08) */
RE: Case #: 57314613: *** A***
Dear Taylor Keate:
This letter is in response to Mr*** complaint referenced aboveMr*** *** did call us for serviceMy employee whom is a licensed journeyman plumber and whom has
been an employee for years as of 10/2/15, did indeed make this repair
As Greg always does, he looked at the job and quoted the price for the repair including pipe and fittingsGreg chose the best possible way to replace the pipe and valve that was leaking by using propress fittingsThis style will not put stress and excessive heat from a torch on the old copper pipes, which could damage or weaken the old pipe
Before he did any work, Greg figured the cost of the job, labor and materials and gave Mr*** the total price of the repair and replacement of fittings and pipeMr*** then signed the authorization box signature line using the same ink pen Greg was writing with when he wrote up the price of the job of $
Greg then proceeded to replace the pipe without any further discussion
Mr*** says he never heard the priceI do not believe this to be true as Greg has a loud voiceHe is used to talking at a volume senior citizens can hearMany of our customers are senior citizens or close to that age
When Italked to Mr*** by phone, I made the comment to him that I could see on the invoice he had signed the approval and at that time he never said to me that he signed a "blank" formWhy would anyone sign a blank form? We don't allow our employees to leave it blankAt the very least, they are instructed to write in "To Be Determined", if there are too many uncertainties to give an exact price until after the job is started and more can be assessed
I will agree with Mr*** that there was a $error in Greg's math adding up the invoice; however, it was caught and corrected before the bill was paidWhen invoices are brought to our office, the office staff re-calculates the invoice and if there is any mistake where the customer is over charged, we refund the difference to the customerWe have made refunds for cents, as we always return any over charge to Our CuStomerS
Terry Overacker Plumbing, Inc., has received many honors, including two high honors, Excellence in business Award from the MetroNorth Chamber of Commerce and the Business of the Year from the Anoka Area Chamber of CommerceWe have also been awarded the Reader's Choice Award in Champlin/Dayton Press for through 2015, and in Anoka and in Blaine/Spring Lake ParkWe pride ourselves on a great quality service at what we feel is a reasonable price for the quality of materials and service we provide to our customers
No one was scammedI tried explaining to Mr*** a company's pricing is directly tied to the cost of operating a business and the quality of products and experience
We have had very few complaints filed with the Revdex.comWe have responded to them all and the cases have been closed appropriately, as I feel this complaint also will be, because we have done nothing wrong
In closing, I am including a copy of the original invoice, showing two signatures of Mr***: One authorizing the work to be done and the other acknowledging the work finished and done satisfactorilyAlso, please note that the second signature at completion was done with a different color pen, which would indicate that the signature was done at a different time than the first one, when all the other paperwork was completed
I feel that Mr*** merely feels the job went too fast and doesn't understand the costs to use tools that make the job go faster and more efficient than the older ways which took a lot longerWhen this happens, the customers often cannot perceive the value of services renderedThey also forget to take into account the expertise of the technician doing the job
Thank you for your time
Sincerely, Terry Overacker Plumbing, Inc
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