The Waterworks has a strong desire to address customer concernsWe take great pride at ensuring important customer matters are properly resolved; all of our customer concerns are treated with the utmost urgencyWhen you feel that we have failed to meet your expectations, it is important to let us know The Waterworks has worked hard to maintain the highest level of customer satisfaction possibleIn no way is the level of service that was provided acceptable and is not what our customers should expect from usI can assure you that this was an isolated incidentWe hope that you could understand that mistakes do sometimes happen, but rest assure it won’t happen again After further review and discussion with the occupant of the residence this matter was properly resolved on 11/23/to the occupant’s expectation Thank you for taking the time to bring this matter to our attentionPlease accept our sincerest apology and we hope to service you again in the future Regards, The Waterworks
Per Waterworks Customer Service, the customer didn’t want to have to pay, she wanted [redacted] Properties to pay, but after the initial first visit, [redacted] Properties decided that they weren’t responsible Customer Service called her on 1/to check in and see if she still wanted us to come out and let her know that [redacted] Properties told us that they were not going to pay for services I let her know that she was on hold in our system for the time being, but if she needed service, to call and schedule it She never returned our calls and since has been deleted In regards to her being sent a bill for $460.35, I attached the invoice, and it looks like by the time we invoiced it, we had changed the billing address from [redacted] Properties to the customer, so it was sent directly to her, erroneously marked as an NT(she is a COD) Now whether or not [redacted] Properties decide to bill her back is on themPer Waterworks Finance Dept: It was billed to [redacted] Properties, however the mafor the customer is to the site itself, see attachedThe balance is sitting in *** Properties Account ReceivableA corrected invoice was sent to [redacted] Properties for the amount
I am rejecting this response because: I truly made a complaint for the wait of hrsI called and spoke with several people besides Anna with my concernsThe remark that I "giggled" yes before 11pmI was not giggling at 3amI was more frustrated with the techTrying to talk me out of the service 3am, and again at :30am and to wanting me to wait till TuesdayWhen I received the call to follow up I had only been asleep for hrsSince the tech arrived at 6am and left at 6:30am At no point was I told my service would take 17hrsThis matter in my eyes is closed, I will use another company for any issues in the future [redacted]
Waterworks made an incorrect statement in their last record They stated "We have offered to send a technician out to look at the faucet for the customer and advised her that there may be a fee as there is a possibility that this is a manufacturers defect and Jennifer decline us coming out." That was not the case What Waterworks told me was not that I might be charged a fee for them checking their own work, but that I would be charged a fee - even if it was a poor installation and not a manufacturers defectThat to me says that they clearly do not stand behind their workIt is also inappropriate and deceptive not to provide copies of all forms to the customer Regards, [redacted]
Concerns to the Waterworks Business to address paragraph one in Waterworks replied Your technician Mitch committed fraud, asking the customer to sign blank space, and later filling in, what he thinks is good to put in that space Ask him about the conversation that him and I on April 7, at 12:pm at [redacted] AveMitch gave his little speech about his invoice #that he need permissible to work at [redacted] , removable plumbing may no longer be usable.The services to be performed on 4/7/by Waterworks is an estimated of the cost, and could be lower, receive a ten percent if you are on [redacted] ***, or any Water Works Coupons Pointing to his #invoice, he ask me to initial here, and signed here.I took the #invoice and what he wanted me to initial in that space it said $902.00, I replied to him $for a inch pipe, Mitch replied it is just an estimated cost it will be more less than thatI told him, that I inform Debbie that I have the parts and she said the service call is what I will pay for, but it would not be much.I intial by the $902.00, the next place to be signed, were a X with nothing written in, by description of work, I informed Mitch why am I signing here there are nothing thereHe replied how are we going to fix this now, like he was speaking to someone elseThe information that is written in the Description of Work were written at a late time, on those line were nothing but blank spaceMitch the technician wrote on the invoice #after my signature.I did not acknowledge the satisfactory completion of the described serviceI ask your Mitch why is he doing the opposite of what he is here to do, H informed me “Girl, I have degree, I am not a handyman, I am a professional I do not do small jobs.Mitch cut the pipe line that goes to the dishwasher & the disposalI had nothing at my home leaking the inch pipe, and elbow were rusted out, I did not wanted to take a chance on getting a leak.The statement made by Waterworks technician Mitch on his invoice #that customer had leaking ½ pipe is untrue that claim in untrue, no leak, just rust all of these cutting he said he made, he done them to make more moneyInform me that he is not a handy man but a professional with three degrees.The inch pipe and elbow were at eye level in the basement not the kitchen.To address paragraph two in waterworks replied on April 10th my conversation with the waterworks supervisor Ryan H***I requested they refund my money back, and pay to fix the repairRyan H [redacted] informed me that waterworks will make it good for me weeks and I have not heard from Ryan H***.To address paragraph three what the supervisor statement is saying is very untrue, How can I be satisfied upon his departure but informed Ryan H***, that I need my money back, and my kitchen repair plus the pipes his technician Mitch cut upThe unsatisfied phone calls made on 4/7/at 2:pm, 3:pm, 4:pm, 4:pm, 5:pm, 10:pm.I, [redacted] informed the Waterworks technician Mitch at p.m., I have to go to the bus stop to get my children, When are you going to fix that big hole in my kitchen, at this time he had fixed the inch pipeHe got real angry because the pipe he had cut up in the kitchen were not fitting rightHe informed me, that he has to go back to the shop to get some part.Mitch, left at pm, and sat in the driveway until 2:I informed him again, I have to leave, you must be back at pmHe return back at 3:pmHe informed me I am not going to fix the drywall.The waterworks people are not listening to meI informed you the waterworks company on April 7th, I am not satisfied with the work done at my homeWaterworks your company send Ryan H [redacted] to my home, and I informed him I am not satisfied, that I am requesting my money back and repairs done by someone else at your expense to the waterworks company management, all is not well with your technician Mitch, he came to my home and was bullying me and disrespecting mePlease ask him, he will tell you.Waterworks management, the concern still exists, and at this point nothing were done after my conversation with Ryan H [redacted] on April 10th, This is June 23rd, 2017, you never adjusted the bill, never call me In your conclusion paragraph you stated you want to met with me again but there are no question to discussOn April 7th, you send a person to my home that disrespected me, and my homeThe many phone calls I made to your office and no one will listen to meThey inform me, we are busy getting phone calls I can not talk to youAsk them, you should have it all on your recordYour supervisor Ryan H [redacted] came to my home give me his word, We will make good for you, but nothing were done as of today June 26th, The waterworks management Ryan H [redacted] taken his own photos of the mess his technician Mitch madeThe waterworks management your technician gave me his C O D copy of invoice #254264, that was not readableI inform him it is nothing on it, he got angry, but gave me his billing copy still not readable Note I did not know that he were hiding his fraudulent statementsThe water works and management your technician Mitch committed fraud asking customer to sign blank space, and later filling in (his)your untrue statements.I do not want to meet with you, unless it is in the Civil right Commission court, on the Columbus Ohio Attorney General Consumer fraud for senior citizen.Please pay me my money back, and fix what your technician Mitch done.Mitch your technician know I was not satisfied with his work I called the office and spoken to the operator about him at 2:pm, at 3:on April 7th, The operator inform me that he is not answering his phone and she is going to put in an complaint about him and his work
Here at The Waterworks we strive for excellent customer serviceIt is The Waterworks policy to go through the homeowner directly for placing service calls; as well as, receiving payments from the customerThe Waterworks does not go through the home warranty companies and we do advise the customer of this when it is brought to our attentionWhen our technician arrived onsite Ms [redacted] was not there; therefore, it is our protocol to call the homeowner for approval to do any of the work that is being requestedWhen our technician called Ms [redacted] she gave him authorization to perform the workWhile the technician was working he discovered that they needed to make another repair, so he called Ms [redacted] several times and was unsuccessful reaching herMs [redacted] ’s grandfather called Ms [redacted] and he was able to get approval from her to perform the repairs that were needed for the toiletWhen the technician was completed with the job he called into the office to run the credit cardUnfortunately, there was no credit card on file and so we needed to contact Ms [redacted] againAfter multiple attempts of contacting Ms [redacted] for payment the grandfather offered to pay because we were not able to reach herAt no time did our technician tell the grandfather that we were going to take all of the parts out of the toilet if we didn’t get a credit cardThe Waterworks policy is to accept coupons when they are presented at the time of serviceDue to Ms [redacted] not being present the technician was not able to accept the coupon to attach to his paperworkWhen the Customer Service Supervisor spoke to Ms [redacted] she advised her that she would honor the coupon if she sent it to her via email (so it could be attached to the service order invoice) and Ms [redacted] said never mind that she didn’t want to use the couponWhen Ms [redacted] called in after we charged the grandparents for the service we refunded the $to the grandparent’s card and charged her card for the services that were renderedWe are a hour company and offered to schedule service for when Ms [redacted] (homeowner) when she was home, but she declined and wanted us to come out as soon as possible
I am not rejecting the response because the company and I have yet to reach a resolution The business, Waterworks, did contact me the week of Oct The person who contacted me is Isaiah *** We discussed the problem and he asked that I send him copies of my water bills I faxed them to him on Nov He said he and his supervisor would discuss some sort of resolution He initially said that the company would reimburse me the difference in cost between the first water bill in March of $and the cost of the second water bill from June which was $ I told him I didn't understand the rationale behind that I told him that I want to be reimbursed for the "services rendered" for the toilet that they said they repaired but didn't, and that they should contribute to paying the difference between the water bills I also told him that we needed to address the damage to the drywall that caused a large gash on the outside of the sink cabinetWe were calling each other but missed calls At one time, I told him that I was having major surgery on Nov and would be unavailable for approximately weeks to continue negotiations We were unable to connect before that time but I told Isaiah that once I was better, I would get back to him to continue how to resolve these issues At this point, I probably won't be able to contact him until early December So this complaint is not yet resolved.Regards, [redacted] ***
I have reviewed the complaint from [redacted] When she spoke with Tom Khe advised that we would take care of the toilet and make the necessary repairs at no extra charge to the customerI have attached the bill where we had a technician out on site who replaced the toilet flange; as well as, repaired the customers floor was almost completely gone which is why the toilet would continuously shakeThe bill would have been $619.93, but we took care of the service for free at no additional cost to the customerThe first bill stands as the technician still cleaned her drain line which was the original call that came in for service
On 01/18/The Waterworks was contacted to install a new faucet that the customer was supplingOn 01/19/the customer faucet was installed the warranty information provided to the customer was that there was no guarantee because the parts were customer suppliedOn 02/06/The Waterworks was contacted by the customer stating that the hot water nob to the faucet was having trouble shutting offThe customer was advised that we are willing to provide service to address the issue, but there would be a fee because there is no warranty from the initial service where we installed a customer supplied faucetThe customer was advised that we do stand behind the work that we provideThe call received to address the issue was days after the initial installationAfter further review and looking at the customer supplied faucet that was installed the faucet is all one piece; therefore, the technician didn’t install each handle individually it all came assembledThe only pieces that the technician installed separately were the stops and the supply linesThe issue of concern as it relates to the hot water handle is not an installation issue, but could be a manufacturer’s issueThe Moen faucet that the customer purchased carries a lifetime warranty for residential installationsDuring the call on 02/06/the customer was advised to contact the manufacturerIf service is provided they would send her the parts and the customer would be responsible for the labor costsAs for addition service to address the customers concern the customer declined to have The Waterworks come back out
The Waterworks has a strong desire to address customer concernsWe take great pride at ensuring important customer matters are properly resolved; all of our customer concerns are treated with the utmost urgencyWhen you feel that we have failed to meet your expectations, it is important to let us know The Waterworks has worked hard to maintain the highest level of customer satisfaction possibleIn no way is the level of service that was provided acceptable and is not what our customers should expect from usI can assure you that this was an isolated incidentWe hope that you could understand that mistakes do sometimes happen, but rest assure it won’t happen again After further review and discussion with the occupant of the residence this matter was properly resolved on 11/23/to the occupant’s expectation Thank you for taking the time to bring this matter to our attentionPlease accept our sincerest apology and we hope to service you again in the future Regards, The Waterworks
Per Waterworks Customer Service, the customer didn’t want to have to pay, she wanted [redacted] Properties to pay, but after the initial first visit, [redacted] Properties decided that they weren’t responsible Customer Service called her on 1/to check in and see if she still wanted us to come out and let her know that [redacted] Properties told us that they were not going to pay for services I let her know that she was on hold in our system for the time being, but if she needed service, to call and schedule it She never returned our calls and since has been deleted In regards to her being sent a bill for $460.35, I attached the invoice, and it looks like by the time we invoiced it, we had changed the billing address from [redacted] Properties to the customer, so it was sent directly to her, erroneously marked as an NT(she is a COD) Now whether or not [redacted] Properties decide to bill her back is on themPer Waterworks Finance Dept: It was billed to [redacted] Properties, however the mafor the customer is to the site itself, see attachedThe balance is sitting in *** Properties Account ReceivableA corrected invoice was sent to [redacted] Properties for the amount
I am rejecting this response because: I truly made a complaint for the wait of hrsI called and spoke with several people besides Anna with my concernsThe remark that I "giggled" yes before 11pmI was not giggling at 3amI was more frustrated with the techTrying to talk me out of the service 3am, and again at :30am and to wanting me to wait till TuesdayWhen I received the call to follow up I had only been asleep for hrsSince the tech arrived at 6am and left at 6:30am At no point was I told my service would take 17hrsThis matter in my eyes is closed, I will use another company for any issues in the future [redacted]
Waterworks made an incorrect statement in their last record They stated "We have offered to send a technician out to look at the faucet for the customer and advised her that there may be a fee as there is a possibility that this is a manufacturers defect and Jennifer decline us coming out." That was not the case What Waterworks told me was not that I might be charged a fee for them checking their own work, but that I would be charged a fee - even if it was a poor installation and not a manufacturers defectThat to me says that they clearly do not stand behind their workIt is also inappropriate and deceptive not to provide copies of all forms to the customer Regards, [redacted]
Concerns to the Waterworks Business to address paragraph one in Waterworks replied Your technician Mitch committed fraud, asking the customer to sign blank space, and later filling in, what he thinks is good to put in that space Ask him about the conversation that him and I on April 7, at 12:pm at [redacted] AveMitch gave his little speech about his invoice #that he need permissible to work at [redacted] , removable plumbing may no longer be usable.The services to be performed on 4/7/by Waterworks is an estimated of the cost, and could be lower, receive a ten percent if you are on [redacted] ***, or any Water Works Coupons Pointing to his #invoice, he ask me to initial here, and signed here.I took the #invoice and what he wanted me to initial in that space it said $902.00, I replied to him $for a inch pipe, Mitch replied it is just an estimated cost it will be more less than thatI told him, that I inform Debbie that I have the parts and she said the service call is what I will pay for, but it would not be much.I intial by the $902.00, the next place to be signed, were a X with nothing written in, by description of work, I informed Mitch why am I signing here there are nothing thereHe replied how are we going to fix this now, like he was speaking to someone elseThe information that is written in the Description of Work were written at a late time, on those line were nothing but blank spaceMitch the technician wrote on the invoice #after my signature.I did not acknowledge the satisfactory completion of the described serviceI ask your Mitch why is he doing the opposite of what he is here to do, H informed me “Girl, I have degree, I am not a handyman, I am a professional I do not do small jobs.Mitch cut the pipe line that goes to the dishwasher & the disposalI had nothing at my home leaking the inch pipe, and elbow were rusted out, I did not wanted to take a chance on getting a leak.The statement made by Waterworks technician Mitch on his invoice #that customer had leaking ½ pipe is untrue that claim in untrue, no leak, just rust all of these cutting he said he made, he done them to make more moneyInform me that he is not a handy man but a professional with three degrees.The inch pipe and elbow were at eye level in the basement not the kitchen.To address paragraph two in waterworks replied on April 10th my conversation with the waterworks supervisor Ryan H***I requested they refund my money back, and pay to fix the repairRyan H [redacted] informed me that waterworks will make it good for me weeks and I have not heard from Ryan H***.To address paragraph three what the supervisor statement is saying is very untrue, How can I be satisfied upon his departure but informed Ryan H***, that I need my money back, and my kitchen repair plus the pipes his technician Mitch cut upThe unsatisfied phone calls made on 4/7/at 2:pm, 3:pm, 4:pm, 4:pm, 5:pm, 10:pm.I, [redacted] informed the Waterworks technician Mitch at p.m., I have to go to the bus stop to get my children, When are you going to fix that big hole in my kitchen, at this time he had fixed the inch pipeHe got real angry because the pipe he had cut up in the kitchen were not fitting rightHe informed me, that he has to go back to the shop to get some part.Mitch, left at pm, and sat in the driveway until 2:I informed him again, I have to leave, you must be back at pmHe return back at 3:pmHe informed me I am not going to fix the drywall.The waterworks people are not listening to meI informed you the waterworks company on April 7th, I am not satisfied with the work done at my homeWaterworks your company send Ryan H [redacted] to my home, and I informed him I am not satisfied, that I am requesting my money back and repairs done by someone else at your expense to the waterworks company management, all is not well with your technician Mitch, he came to my home and was bullying me and disrespecting mePlease ask him, he will tell you.Waterworks management, the concern still exists, and at this point nothing were done after my conversation with Ryan H [redacted] on April 10th, This is June 23rd, 2017, you never adjusted the bill, never call me In your conclusion paragraph you stated you want to met with me again but there are no question to discussOn April 7th, you send a person to my home that disrespected me, and my homeThe many phone calls I made to your office and no one will listen to meThey inform me, we are busy getting phone calls I can not talk to youAsk them, you should have it all on your recordYour supervisor Ryan H [redacted] came to my home give me his word, We will make good for you, but nothing were done as of today June 26th, The waterworks management Ryan H [redacted] taken his own photos of the mess his technician Mitch madeThe waterworks management your technician gave me his C O D copy of invoice #254264, that was not readableI inform him it is nothing on it, he got angry, but gave me his billing copy still not readable Note I did not know that he were hiding his fraudulent statementsThe water works and management your technician Mitch committed fraud asking customer to sign blank space, and later filling in (his)your untrue statements.I do not want to meet with you, unless it is in the Civil right Commission court, on the Columbus Ohio Attorney General Consumer fraud for senior citizen.Please pay me my money back, and fix what your technician Mitch done.Mitch your technician know I was not satisfied with his work I called the office and spoken to the operator about him at 2:pm, at 3:on April 7th, The operator inform me that he is not answering his phone and she is going to put in an complaint about him and his work
Here at The Waterworks we strive for excellent customer serviceIt is The Waterworks policy to go through the homeowner directly for placing service calls; as well as, receiving payments from the customerThe Waterworks does not go through the home warranty companies and we do advise the customer of this when it is brought to our attentionWhen our technician arrived onsite Ms [redacted] was not there; therefore, it is our protocol to call the homeowner for approval to do any of the work that is being requestedWhen our technician called Ms [redacted] she gave him authorization to perform the workWhile the technician was working he discovered that they needed to make another repair, so he called Ms [redacted] several times and was unsuccessful reaching herMs [redacted] ’s grandfather called Ms [redacted] and he was able to get approval from her to perform the repairs that were needed for the toiletWhen the technician was completed with the job he called into the office to run the credit cardUnfortunately, there was no credit card on file and so we needed to contact Ms [redacted] againAfter multiple attempts of contacting Ms [redacted] for payment the grandfather offered to pay because we were not able to reach herAt no time did our technician tell the grandfather that we were going to take all of the parts out of the toilet if we didn’t get a credit cardThe Waterworks policy is to accept coupons when they are presented at the time of serviceDue to Ms [redacted] not being present the technician was not able to accept the coupon to attach to his paperworkWhen the Customer Service Supervisor spoke to Ms [redacted] she advised her that she would honor the coupon if she sent it to her via email (so it could be attached to the service order invoice) and Ms [redacted] said never mind that she didn’t want to use the couponWhen Ms [redacted] called in after we charged the grandparents for the service we refunded the $to the grandparent’s card and charged her card for the services that were renderedWe are a hour company and offered to schedule service for when Ms [redacted] (homeowner) when she was home, but she declined and wanted us to come out as soon as possible
I am not rejecting the response because the company and I have yet to reach a resolution The business, Waterworks, did contact me the week of Oct The person who contacted me is Isaiah *** We discussed the problem and he asked that I send him copies of my water bills I faxed them to him on Nov He said he and his supervisor would discuss some sort of resolution He initially said that the company would reimburse me the difference in cost between the first water bill in March of $and the cost of the second water bill from June which was $ I told him I didn't understand the rationale behind that I told him that I want to be reimbursed for the "services rendered" for the toilet that they said they repaired but didn't, and that they should contribute to paying the difference between the water bills I also told him that we needed to address the damage to the drywall that caused a large gash on the outside of the sink cabinetWe were calling each other but missed calls At one time, I told him that I was having major surgery on Nov and would be unavailable for approximately weeks to continue negotiations We were unable to connect before that time but I told Isaiah that once I was better, I would get back to him to continue how to resolve these issues At this point, I probably won't be able to contact him until early December So this complaint is not yet resolved.Regards, [redacted] ***
I have reviewed the complaint from [redacted] When she spoke with Tom Khe advised that we would take care of the toilet and make the necessary repairs at no extra charge to the customerI have attached the bill where we had a technician out on site who replaced the toilet flange; as well as, repaired the customers floor was almost completely gone which is why the toilet would continuously shakeThe bill would have been $619.93, but we took care of the service for free at no additional cost to the customerThe first bill stands as the technician still cleaned her drain line which was the original call that came in for service
On 01/18/The Waterworks was contacted to install a new faucet that the customer was supplingOn 01/19/the customer faucet was installed the warranty information provided to the customer was that there was no guarantee because the parts were customer suppliedOn 02/06/The Waterworks was contacted by the customer stating that the hot water nob to the faucet was having trouble shutting offThe customer was advised that we are willing to provide service to address the issue, but there would be a fee because there is no warranty from the initial service where we installed a customer supplied faucetThe customer was advised that we do stand behind the work that we provideThe call received to address the issue was days after the initial installationAfter further review and looking at the customer supplied faucet that was installed the faucet is all one piece; therefore, the technician didn’t install each handle individually it all came assembledThe only pieces that the technician installed separately were the stops and the supply linesThe issue of concern as it relates to the hot water handle is not an installation issue, but could be a manufacturer’s issueThe Moen faucet that the customer purchased carries a lifetime warranty for residential installationsDuring the call on 02/06/the customer was advised to contact the manufacturerIf service is provided they would send her the parts and the customer would be responsible for the labor costsAs for addition service to address the customers concern the customer declined to have The Waterworks come back out