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 1/12 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 NT30 (she is a COD). Now whether or not [redacted] Properties decide to bill her back is on them. Per Waterworks Finance Dept: It was billed to [redacted] Properties, however the mail-to for the customer is to the site itself, see attached. The balance is sitting in [redacted] Properties Account Receivable. A corrected invoice was sent to [redacted] Properties for the amount.
Dear Ms. [redacted]~In response to the complaint #[redacted] (attached) for Ms. [redacted], we are submitting our records as well as documented correspondence andrecorded phone call interaction. Please note our attached original Service Order #[redacted] as well.In summation:• 4/23/17 [redacted] from [redacted]...
[redacted] calls in emergency service for condo owner [redacted]. She asks that we bill to [redacted] and approves OT.• Technician Chris Cimperman (CMC1) gets onsite, discovers leak is from 2 units above, in [redacted], owned by [redacted] (who placed the complaint). He shut the water off to [redacted] and stopped the leak. Per [redacted] at [redacted], this type of work is the condo owner’s financial responsibility. This was communicated to condo owner [redacted], and per CMC1 was met with some resistance. CMC1 contacted [redacted] at [redacted] in regards to that and she said she would authorize [redacted] to pay the bill since the customer was being difficult and then just pursue the condo owner to collect.• The same day (4/23), condo owner [redacted] calls in to CSR and says “[redacted] was going to be billed because I couldn’t find my purse earlier, cancel that, I will put my credit card on file to pay.” She didn’t have the total, so the CSR offered to call the technician to obtain the total before running the card. At that time [redacted] stated she believed the total to be somewhere around “$400-some dollars”. She did ask that the CSR call her back if it was higher than $500, so that she’d know. She put an [redacted] on file with the billing address to be [redacted] She stated that’s not her home address, just her billing address…but she also doesn’t reside at [redacted] per [redacted]. They referred to her as an “offsite owner”.• 4/27 Ms. [redacted] calls in to obtain a copy of her invoice since it was originally a [redacted] request.• 4/28 Ms. [redacted] calls to say she still doesn’t see a charge on her [redacted] from us, and was transferred to billing.• 4/28 A charge was placed on a [redacted] of Ms. [redacted]’s in the amount of $565. Not sure where the information of a [redacted] # came from as we supposedly put an [redacted] CC on file.• 5/24 Ms. [redacted] calls and says she received a copy of the invoice but it “only lists company’s name, address and amount due. The technician gave me an amount but then you charged me $120 more than he said, and his amount was ridiculous to begin with!” (please note she had never had any issue or attitude prior to this call) She was transferred to billing v/m. Also note that the technician’s paperwork incorrectly states the total as being $557.50, as he undercharged on the labor. Correct total is $565 and since Ms. [redacted] is an offsite owner, her signature could not be obtained. Assuming the technician quoted her by phone.• 5/25 Ms. [redacted] calls again “trying to get an itemized bill for 6020 Inishmore” (not her unit), transferred to billing• 5/25 Ms. [redacted] calls again and asks for Amanda (billing), when asked who was calling, she identified herself as Ms. [redacted] and was transferred• (Calls to accounting are not recorded just documented) Amanda takes the call, which is a complaint and so enters complaint SO #[redacted]. It is entered as being called in by [redacted]. I asked Amanda about this and she says she could’ve sworn that’s who the caller identified herself as…the property manager from [redacted]…who knows.• 5/25 Ms. [redacted] contacts the Attorney General to file a complaint the same day that she filed one with The Waterworks. She didn’t even give us a chance to field her complaint before escalating to them.• 5/30 I call [redacted] at [redacted] to touch base with her and pick her brain about the situation. First I verified that she was NOT the person who called in the complaint. Then after I gave her a brief rundown of my investigation, she tells me (OFF THE RECORD), “oh yes, this one rings a bell, she’s a hot mess”. She stated that yes she explained to the technician that since the leak was found in the unit, it is Ms. [redacted]’s responsibility to pay for the services, NOT [redacted]’s. She also let me know that the tech told her he was getting some resistance from the condo owner in regards to paying, which was when she went ahead and authorized [redacted] to pay and then pursue, as mentioned earlier.• 5/30 I let [redacted], Waterworks Collections, know that if we see that charge go thru from [redacted] in the amount of $565 to credit it back to them.Sincerely~Jean N[redacted]Director of Strategic Marketing and Brand DevelopmentMobile: ###-###-#### | Phone: ###-###-#### | Fax: ###-###-####www.thewaterworks.com
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
Hello. A resolution to this matter has not yet been made. I had surgery in November of 2015, which occurred as Waterworks and I were discussing the issue, and recovery has taken much longer than anticipated. I contacted Waterworks this week and sent them some information they requested. I have not heard back from them to date. I plan on following up with them next week if I do not hear from them by tomorrow. I will also follow up with Revdex.com. Thank you, [redacted]
The Waterworks has a strong desire to address customer concerns. We take great pride at ensuring important customer matters are properly resolved; all of our customer concerns are treated with the utmost urgency. When 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 possible. In no way is the level of service that was provided acceptable and is not what our customers should expect from us. I can assure you that this was an isolated incident. We 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 11/23/2015 to the occupant’s expectation.
Thank you for taking the time to bring this matter to our attention. Please accept our sincerest apology and we hope to service you again in the future.
Regards,
The Waterworks
because the company and I have yet to reach a resolution. The business, Waterworks, did contact me the week of Oct 26. The person who contacted me is Isaiah [redacted]. We discussed the problem and he asked that I send him copies of my water bills. I faxed them to him on Nov 3. 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 $464 and the cost of the second water bill from June which was $605. 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 2 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 cabinet. We were calling each other but missed calls. At one time, I told him that I was having major surgery on Nov 9 and would be unavailable for approximately 3 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]
On September 2nd, 2017, a Waterworks technician (CMC1) was dispatched to [redacted]’s home at [redacted], for a possible building drain back up. Technician gave customer price of $306 to cable building drain from floor cleanout in basement to municipal sewer system. Technician encountered...
multiple root intrusions during cabling and was able to get line draining. Upon retrieval of cable, cable somehow became tangled at the 4”-6” transition, 5’ outside of home foundation. Technician video inspected line and found that cable was looped back on itself and caught in gap between 4” cast iron pipe leaving the home and the 6” clay pipe continuing to municipal sewer. Mr. [redacted] was informed that to remove tangled cable from drain, basement floor would have to excavated and a section of drain removed, allowing technician access to piping where cable was stuck. This option was proposed to avoid a major excavation outside the home using heavy machinery. Job was scheduled for September 5th, 2017. Technician returned September 5th, 2017 with 2 apprentices and proceeded over course of approx. 5-6hrs, to jackhammer up basement floor, excavate pipe, remove section of pipe and attempt to hook and retrieve tangled cable. Using various tools and the strength of 2 men pulling, cable was retrieved. Technician video inspected line again and showed Mr. [redacted] that not only was the cable out of the drain, but the roots in his line had been cut out and pushed into the municipal system and could be seen past where his line tapped-in to city sewer. Piping was repaired, hole backfilled, floor hosed down, and concrete laid at this point. Both technician and apprentices cleaned up work area to the best of their ability. Mr. [redacted] was not charged for any of the work performed on September 5th. During work, from start to finish, work area was cordoned off from rest of basement from floor to ceiling with heavy plastic sheeting. Technicians took care to place dirt and gravel from excavation on same sheeting instead of bare basement floor. Same heavy plastic sheeting was also used to completely cover both Mr. [redacted]’s washer and dryer, which was moved aside in order to excavate underground drain piping. We have photo and video documentation as well. Some attached that allowed for space. Customer signed off on video inspection, et al.
The waterworks do not want to resolved this disputes. It is three month and thirteen days, I have been asking The water works people to refund and fix the repairs, water works company have my phone number, but never called. Mitch the technician knows what he done to me and my home. Mitch the technician knows every thing are in black and white what management will go for Mitch behavior. i am looking for justice I want Mitch to tell the court how he come up with figures, he could not break it down to me on April 7th 2017 I am the customer.Now he will show the court how he reach $902.00, why he destroy and thing up in my home that didn't need fixing The waterworks is wasting the Revdex.com time, my time and fooling themselves. I want justiceThe issues are many things1.signing at the x with no description 2. 902.00 amount3. cutting pipes 4. removing things you were not call to my home to do.5. replacing tubular under kitchen sink6. and taking out basket strainer 7. The 2 inch pip were in eye level. This information submitted to Columbus Ohio Revdex.com at 1169 Dublin Road, Columbus Ohio 43215. Received Revdex.com correspondence on July 15th, 2017
The Waterworks position remains the same as outlined in our response to the customer’s complaint on 7/22/2015. As a result of the customer breaching the contractual terms of the agreement by asking our employees to vacate the property, this action terminated set agreement.
Mrs. [redacted], I am so sorry that this has happened. As you might expect we deal with this kind situation occasionally. I do not know how old your home is but your sewer line is made of clay tile so I am estimating that it is at least 40 years...
old. Clay tile can and does last for years but it is brittle and is subject to breaking with earth movement that can and does happen over the years. You mentioned that our technician Casey O'[redacted] did not give up when his equipment was having difficulty opening your sewer line. That is not unusual. Also, our equipment is designed to operate safely and efficiently in all approved piping material and will not damage piping material that is structurally sound. We have cleaned 1000"s of sewer lines and in the vast majority the technician must work hard to force the cleaning equipment through blockages such as roots, mineral buildups, etc. The fact that your sewer line was blocked and not draining is a clear indication that there was something wrong with your sewer line. I will be calling you to schedule a meeting so we can discuss the options for correcting your problem in a way that is economically possible for you.John O'[redacted]
The original issue was never that the toilet was not stable. The toilet was not flushing properly and it was leaking. All that was needed to fix the issue I called about was installing a new toilet, which I have already paid someone else to do at an additional cost of over $600. The toilet only became unstable after your first technician worked on it and reset it not flush to the floor. The additional floor work that was done after the initial charge was supposed to be at no charge, due to many inconveniences, multiple visits and poor quality of service, and I was supposed to get a refund for all money I had already paid. So all that work before the stack replacement and vent installation was supposed to be free, this includes the work done in the invoice you included. The additional work on the stack was unnecessarily performed and is basically what I paid the entire $810 for and I am requesting that be refunded since the work did not need to be done at all. The stack was in fine condition but I was told that replacing it would fix my problem, which it didn't.
As noted, here is a zero balance invoice. [redacted] Properties has been billed for full amount. Client was billed erroneously.[redacted] Properties requested The Waterworks to attend to issue. Further communication should be directed to [redacted] Properties.
Here at The Waterworks we strive for excellent customer service. It is The Waterworks policy to go through the homeowner directly for placing service calls; as well as, receiving payments from the customer. The Waterworks does not go through the home warranty companies and we do advise the customer...
of this when it is brought to our attention. When 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 requested. When our technician called Ms. [redacted] she gave him authorization to perform the work. While the technician was working he discovered that they needed to make another repair, so he called Ms. [redacted] several times and was unsuccessful reaching her. Ms. [redacted]’s grandfather called Ms. [redacted] and he was able to get approval from her to perform the repairs that were needed for the toilet. When the technician was completed with the job he called into the office to run the credit card. Unfortunately, there was no credit card on file and so we needed to contact Ms. [redacted] again. After multiple attempts of contacting Ms. [redacted] for payment the grandfather offered to pay because we were not able to reach her. At 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 card. The Waterworks policy is to accept coupons when they are presented at the time of service. Due to Ms. [redacted] not being present the technician was not able to accept the coupon to attach to his paperwork. When 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 coupon. When Ms. [redacted] called in after we charged the grandparents for the service we refunded the $307.00 to the grandparent’s card and charged her card for the services that were rendered. We are a 24 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 rejecting this response because:Though I was told all the pricing upfront ($100 weekend service charge/$147 drywall charge), I felt that the information relayed to me by the technician and Beverly, in the office, were not consistent. My technician explained to me 2 separate charges: One charge...
for cutting into the drywall and a separate charge for pulling the toilet. Since I felt he was leaving the decision up to me, I asked him what his professional recommendation would be. He advised cutting into the drywall, as it would be the best way to determine what the issue was. Upon cutting into the drywall, he immediately speculated that the wax ring needed replaced (aka: pulling the toilet to repair). As a homeowner just looking to get this problem resolved, this felt a little like a bait and switch. It was at the point that I asked the technician to stop "troubleshooting", since my bill already up to $247 and pulling the toilet (a 5 minute job that's about as labor intensive as cutting drywall) would seemingly bring my bill closer to $400; all for the basic diagnosis of a wax ring replacement.Later, when I spoke with Beverly in the office, she explained that pulling to toilet was part of $147 service. This was the first time I'd been made aware of this. Had I know this, I would have had my technician pull the toilet to determine it was, in fact, a wax ring that needed replaced.I feel that, at the very least, compensation for this misunderstanding is appropriate.
Regards,
[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 defect. That to me says that they clearly do not stand behind their work. It is also inappropriate and deceptive not to provide copies of all forms to the customer.
Regards,
[redacted]
I will not be held accountable for what waterworks did not do or for the repairs that waterworks should not have done, which was predatory. I wont be held accountable now or anytime in the future. No one should be charged for work that was not completed, work that actually resulted in more damage than what previously existed. Then, to charge for work that did not need to be done is unethical. This was a predatory repair. I also want to add that if the property management seeks payment from me, I will be seeking damages back from waterworks, since no repairs were made. I will seek reimbursement for the parts that were not leaking prior to waterworks coming to my home, but started leaking as soon as the waterworks representative attempted the repair work. I will seek reimbursement for the repairs that waterworks didn’t complete. I will also seek reimbursement for the predatory repair - the parts that were replaced under the sink.
I have reviewed the complaint from [redacted]. When she spoke with Tom K. he advised that we would take care of the toilet and make the necessary repairs at no extra charge to the customer. I 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 shake. The bill would have been $619.93, but we took care of the service for free at no additional cost to the customer. The first bill stands as the technician still cleaned her drain line which was the original call that came in for service.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
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 1/12 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 NT30 (she is a COD). Now whether or not [redacted] Properties decide to bill her back is on them. Per Waterworks Finance Dept: It was billed to [redacted] Properties, however the mail-to for the customer is to the site itself, see attached. The balance is sitting in [redacted] Properties Account Receivable. A corrected invoice was sent to [redacted] Properties for the amount.
Dear Ms. [redacted]~In response to the complaint #[redacted] (attached) for Ms. [redacted], we are submitting our records as well as documented correspondence andrecorded phone call interaction. Please note our attached original Service Order #[redacted] as well.In summation:• 4/23/17 [redacted] from [redacted]...
[redacted] calls in emergency service for condo owner [redacted]. She asks that we bill to [redacted] and approves OT.• Technician Chris Cimperman (CMC1) gets onsite, discovers leak is from 2 units above, in [redacted], owned by [redacted] (who placed the complaint). He shut the water off to [redacted] and stopped the leak. Per [redacted] at [redacted], this type of work is the condo owner’s financial responsibility. This was communicated to condo owner [redacted], and per CMC1 was met with some resistance. CMC1 contacted [redacted] at [redacted] in regards to that and she said she would authorize [redacted] to pay the bill since the customer was being difficult and then just pursue the condo owner to collect.• The same day (4/23), condo owner [redacted] calls in to CSR and says “[redacted] was going to be billed because I couldn’t find my purse earlier, cancel that, I will put my credit card on file to pay.” She didn’t have the total, so the CSR offered to call the technician to obtain the total before running the card. At that time [redacted] stated she believed the total to be somewhere around “$400-some dollars”. She did ask that the CSR call her back if it was higher than $500, so that she’d know. She put an [redacted] on file with the billing address to be [redacted] She stated that’s not her home address, just her billing address…but she also doesn’t reside at [redacted] per [redacted]. They referred to her as an “offsite owner”.• 4/27 Ms. [redacted] calls in to obtain a copy of her invoice since it was originally a [redacted] request.• 4/28 Ms. [redacted] calls to say she still doesn’t see a charge on her [redacted] from us, and was transferred to billing.• 4/28 A charge was placed on a [redacted] of Ms. [redacted]’s in the amount of $565. Not sure where the information of a [redacted] # came from as we supposedly put an [redacted] CC on file.• 5/24 Ms. [redacted] calls and says she received a copy of the invoice but it “only lists company’s name, address and amount due. The technician gave me an amount but then you charged me $120 more than he said, and his amount was ridiculous to begin with!” (please note she had never had any issue or attitude prior to this call) She was transferred to billing v/m. Also note that the technician’s paperwork incorrectly states the total as being $557.50, as he undercharged on the labor. Correct total is $565 and since Ms. [redacted] is an offsite owner, her signature could not be obtained. Assuming the technician quoted her by phone.• 5/25 Ms. [redacted] calls again “trying to get an itemized bill for 6020 Inishmore” (not her unit), transferred to billing• 5/25 Ms. [redacted] calls again and asks for Amanda (billing), when asked who was calling, she identified herself as Ms. [redacted] and was transferred• (Calls to accounting are not recorded just documented) Amanda takes the call, which is a complaint and so enters complaint SO #[redacted]. It is entered as being called in by [redacted]. I asked Amanda about this and she says she could’ve sworn that’s who the caller identified herself as…the property manager from [redacted]…who knows.• 5/25 Ms. [redacted] contacts the Attorney General to file a complaint the same day that she filed one with The Waterworks. She didn’t even give us a chance to field her complaint before escalating to them.• 5/30 I call [redacted] at [redacted] to touch base with her and pick her brain about the situation. First I verified that she was NOT the person who called in the complaint. Then after I gave her a brief rundown of my investigation, she tells me (OFF THE RECORD), “oh yes, this one rings a bell, she’s a hot mess”. She stated that yes she explained to the technician that since the leak was found in the unit, it is Ms. [redacted]’s responsibility to pay for the services, NOT [redacted]’s. She also let me know that the tech told her he was getting some resistance from the condo owner in regards to paying, which was when she went ahead and authorized [redacted] to pay and then pursue, as mentioned earlier.• 5/30 I let [redacted], Waterworks Collections, know that if we see that charge go thru from [redacted] in the amount of $565 to credit it back to them.Sincerely~Jean N[redacted]Director of Strategic Marketing and Brand DevelopmentMobile: ###-###-#### | Phone: ###-###-#### | Fax: ###-###-####www.thewaterworks.com
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
Hello. A resolution to this matter has not yet been made. I had surgery in November of 2015, which occurred as Waterworks and I were discussing the issue, and recovery has taken much longer than anticipated. I contacted Waterworks this week and sent them some information they requested. I have not heard back from them to date. I plan on following up with them next week if I do not hear from them by tomorrow. I will also follow up with Revdex.com. Thank you, [redacted]
The Waterworks has a strong desire to address customer concerns. We take great pride at ensuring important customer matters are properly resolved; all of our customer concerns are treated with the utmost urgency. When 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 possible. In no way is the level of service that was provided acceptable and is not what our customers should expect from us. I can assure you that this was an isolated incident. We 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 11/23/2015 to the occupant’s expectation.
Thank you for taking the time to bring this matter to our attention. Please accept our sincerest apology and we hope to service you again in the future.
Regards,
The Waterworks
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 26. The person who contacted me is Isaiah [redacted]. We discussed the problem and he asked that I send him copies of my water bills. I faxed them to him on Nov 3. 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 $464 and the cost of the second water bill from June which was $605. 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 2 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 cabinet. We were calling each other but missed calls. At one time, I told him that I was having major surgery on Nov 9 and would be unavailable for approximately 3 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 am rejecting this response because: The Waterworks terminated the contract, not I.
Regards,
[redacted]
On September 2nd, 2017, a Waterworks technician (CMC1) was dispatched to [redacted]’s home at [redacted], for a possible building drain back up. Technician gave customer price of $306 to cable building drain from floor cleanout in basement to municipal sewer system. Technician encountered...
multiple root intrusions during cabling and was able to get line draining. Upon retrieval of cable, cable somehow became tangled at the 4”-6” transition, 5’ outside of home foundation. Technician video inspected line and found that cable was looped back on itself and caught in gap between 4” cast iron pipe leaving the home and the 6” clay pipe continuing to municipal sewer. Mr. [redacted] was informed that to remove tangled cable from drain, basement floor would have to excavated and a section of drain removed, allowing technician access to piping where cable was stuck. This option was proposed to avoid a major excavation outside the home using heavy machinery. Job was scheduled for September 5th, 2017. Technician returned September 5th, 2017 with 2 apprentices and proceeded over course of approx. 5-6hrs, to jackhammer up basement floor, excavate pipe, remove section of pipe and attempt to hook and retrieve tangled cable. Using various tools and the strength of 2 men pulling, cable was retrieved. Technician video inspected line again and showed Mr. [redacted] that not only was the cable out of the drain, but the roots in his line had been cut out and pushed into the municipal system and could be seen past where his line tapped-in to city sewer. Piping was repaired, hole backfilled, floor hosed down, and concrete laid at this point. Both technician and apprentices cleaned up work area to the best of their ability. Mr. [redacted] was not charged for any of the work performed on September 5th. During work, from start to finish, work area was cordoned off from rest of basement from floor to ceiling with heavy plastic sheeting. Technicians took care to place dirt and gravel from excavation on same sheeting instead of bare basement floor. Same heavy plastic sheeting was also used to completely cover both Mr. [redacted]’s washer and dryer, which was moved aside in order to excavate underground drain piping. We have photo and video documentation as well. Some attached that allowed for space. Customer signed off on video inspection, et al.
The waterworks do not want to resolved this disputes. It is three month and thirteen days, I have been asking The water works people to refund and fix the repairs, water works company have my phone number, but never called. Mitch the technician knows what he done to me and my home. Mitch the technician knows every thing are in black and white what management will go for Mitch behavior. i am looking for justice I want Mitch to tell the court how he come up with figures, he could not break it down to me on April 7th 2017 I am the customer.Now he will show the court how he reach $902.00, why he destroy and thing up in my home that didn't need fixing The waterworks is wasting the Revdex.com time, my time and fooling themselves. I want justiceThe issues are many things1.signing at the x with no description 2. 902.00 amount3. cutting pipes 4. removing things you were not call to my home to do.5. replacing tubular under kitchen sink6. and taking out basket strainer 7. The 2 inch pip were in eye level. This information submitted to Columbus Ohio Revdex.com at 1169 Dublin Road, Columbus Ohio 43215. Received Revdex.com correspondence on July 15th, 2017
I am rejecting this response because: Husband was not at home, husband does not have [redacted].
Regards,
[redacted]
The Waterworks position remains the same as outlined in our response to the customer’s complaint on 7/22/2015. As a result of the customer breaching the contractual terms of the agreement by asking our employees to vacate the property, this action terminated set agreement.
Thanks,
The Waterworks
Mrs. [redacted], I am so sorry that this has happened. As you might expect we deal with this kind situation occasionally. I do not know how old your home is but your sewer line is made of clay tile so I am estimating that it is at least 40 years...
old. Clay tile can and does last for years but it is brittle and is subject to breaking with earth movement that can and does happen over the years. You mentioned that our technician Casey O'[redacted] did not give up when his equipment was having difficulty opening your sewer line. That is not unusual. Also, our equipment is designed to operate safely and efficiently in all approved piping material and will not damage piping material that is structurally sound. We have cleaned 1000"s of sewer lines and in the vast majority the technician must work hard to force the cleaning equipment through blockages such as roots, mineral buildups, etc. The fact that your sewer line was blocked and not draining is a clear indication that there was something wrong with your sewer line. I will be calling you to schedule a meeting so we can discuss the options for correcting your problem in a way that is economically possible for you.John O'[redacted]
The original issue was never that the toilet was not stable. The toilet was not flushing properly and it was leaking. All that was needed to fix the issue I called about was installing a new toilet, which I have already paid someone else to do at an additional cost of over $600. The toilet only became unstable after your first technician worked on it and reset it not flush to the floor. The additional floor work that was done after the initial charge was supposed to be at no charge, due to many inconveniences, multiple visits and poor quality of service, and I was supposed to get a refund for all money I had already paid. So all that work before the stack replacement and vent installation was supposed to be free, this includes the work done in the invoice you included. The additional work on the stack was unnecessarily performed and is basically what I paid the entire $810 for and I am requesting that be refunded since the work did not need to be done at all. The stack was in fine condition but I was told that replacing it would fix my problem, which it didn't.
As noted, here is a zero balance invoice. [redacted] Properties has been billed for full amount. Client was billed erroneously.[redacted] Properties requested The Waterworks to attend to issue. Further communication should be directed to [redacted] Properties.
Here at The Waterworks we strive for excellent customer service. It is The Waterworks policy to go through the homeowner directly for placing service calls; as well as, receiving payments from the customer. The Waterworks does not go through the home warranty companies and we do advise the customer...
of this when it is brought to our attention. When 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 requested. When our technician called Ms. [redacted] she gave him authorization to perform the work. While the technician was working he discovered that they needed to make another repair, so he called Ms. [redacted] several times and was unsuccessful reaching her. Ms. [redacted]’s grandfather called Ms. [redacted] and he was able to get approval from her to perform the repairs that were needed for the toilet. When the technician was completed with the job he called into the office to run the credit card. Unfortunately, there was no credit card on file and so we needed to contact Ms. [redacted] again. After multiple attempts of contacting Ms. [redacted] for payment the grandfather offered to pay because we were not able to reach her. At 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 card. The Waterworks policy is to accept coupons when they are presented at the time of service. Due to Ms. [redacted] not being present the technician was not able to accept the coupon to attach to his paperwork. When 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 coupon. When Ms. [redacted] called in after we charged the grandparents for the service we refunded the $307.00 to the grandparent’s card and charged her card for the services that were rendered. We are a 24 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 rejecting this response because:Though I was told all the pricing upfront ($100 weekend service charge/$147 drywall charge), I felt that the information relayed to me by the technician and Beverly, in the office, were not consistent. My technician explained to me 2 separate charges: One charge...
for cutting into the drywall and a separate charge for pulling the toilet. Since I felt he was leaving the decision up to me, I asked him what his professional recommendation would be. He advised cutting into the drywall, as it would be the best way to determine what the issue was. Upon cutting into the drywall, he immediately speculated that the wax ring needed replaced (aka: pulling the toilet to repair). As a homeowner just looking to get this problem resolved, this felt a little like a bait and switch. It was at the point that I asked the technician to stop "troubleshooting", since my bill already up to $247 and pulling the toilet (a 5 minute job that's about as labor intensive as cutting drywall) would seemingly bring my bill closer to $400; all for the basic diagnosis of a wax ring replacement.Later, when I spoke with Beverly in the office, she explained that pulling to toilet was part of $147 service. This was the first time I'd been made aware of this. Had I know this, I would have had my technician pull the toilet to determine it was, in fact, a wax ring that needed replaced.I feel that, at the very least, compensation for this misunderstanding is appropriate.
Regards,
[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 defect. That to me says that they clearly do not stand behind their work. It is also inappropriate and deceptive not to provide copies of all forms to the customer.
Regards,
[redacted]
I will not be held accountable for what waterworks did not do or for the repairs that waterworks should not have done, which was predatory. I wont be held accountable now or anytime in the future. No one should be charged for work that was not completed, work that actually resulted in more damage than what previously existed. Then, to charge for work that did not need to be done is unethical. This was a predatory repair. I also want to add that if the property management seeks payment from me, I will be seeking damages back from waterworks, since no repairs were made. I will seek reimbursement for the parts that were not leaking prior to waterworks coming to my home, but started leaking as soon as the waterworks representative attempted the repair work. I will seek reimbursement for the repairs that waterworks didn’t complete. I will also seek reimbursement for the predatory repair - the parts that were replaced under the sink.
I have reviewed the complaint from [redacted]. When she spoke with Tom K. he advised that we would take care of the toilet and make the necessary repairs at no extra charge to the customer. I 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 shake. The bill would have been $619.93, but we took care of the service for free at no additional cost to the customer. The first bill stands as the technician still cleaned her drain line which was the original call that came in for service.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]