Young Plumbing & Heating

January 3, 2017Dear MsOrtiz,After review of our files, invoices, phone logs and notes, we offer the following in response to your complaint ID #dated 12/15/16.BATHTUB DRAIN:• 12-31-Received call for service for a slow bathtub drain at [redacted] , Bethlehem, PA ***Upon arrival at jobsite (on January 2, as per owner's request) we attempted to open the tub drainWe assessed and found a part on the waste and overflow was broken and stuck in the drainThe drain appeared to be draining at an acceptable rateOur technician advised the occupant that the drain would need to be replaced if the problem persists.• 4-13-Received a 2nd call about the bathtub drain once again being slowAttempted to open tub drain with drain opening deviceTub drain appeared to be draining adequatelyNOTE: No charge to customer!• 9-28-Received 3rd call about the bathtub drain once again being slow, Attempted to open tub drain with drain opening deviceTub drain appeared to be draining adequatelyNOTE: No charge to customer!• 10-16-Received 4th call about bathtub drain being slowNew parts were then orderedParts were installed on 11-4-Drain was working properly.LEAK UNDER KITCHEN SINK• 12-7-Received call to stop on 12-10-for service as per owners requestAttempted to repair leak under kitchen sinkEverything appeared to be working properly.• 12-15-Received 2nd call for leak at kitchen sinkReplaced componentsInstalled new valves and supplies under kitchen sinkNOTE: No charge for 1st attempt to repair leak!SPIGOT IN GARAGE: • 9-28-Received call to stop and check leak in garageReplaced leaking boiler drain.NOTE: This is not to be confused with an antifreeze faucetIn order for it not to freeze over the winter months it must be turned off and drained, inside the premisesWe therefore have no way of knowing if the appropriate steps were taken by the homeowner to avoid leakage when the faucet was utilized (in Spring?) to water the lawn.CLOTHES WASHER:• 9-14-Received call for serviceInitial call was for leak under laundry tub, upon arrival and inspection found no visible leaks at laundry tubChecked wash machine and discovered leak was coming from machineAdvised customer to contact an appliance repair service, NOTE: amount for Service call, Trip and Diagnostic fees is $After original diagnosis of defective washer we have no way of knowing when the new washer was actually purchased, installed and usedTherefore we have no way of knowing if the leak, which the customer claimed flooded the basement, came from the old washer or from another sourceWe never received a call regarding this incident.• 9-29-Received a call (nine days after the diagnosis call) for serviceWe went out on 0-30-to install wash machine valve and hoses on new wash machineYOUNG PLUMBING INVOICE DATED 10/13/14:• This invoice was for work to remove the existing lavatory and to install the owner supplied vanity, vanity top and lavatory faucetThis work was totally irrelevant to the other plumbing issues and it is an entirely different job.Unfortunately with the age of the property at [redacted] , we cannot predict when the plumbing issues will ariseWe here at Young Plumbing and Heating, Inchave been in business since and have thousands of satisfied customersWe believe and attempt to give all our customers the best possible job at a fair priceWe are not perfect but make every attempt to satisfy and resolve all of our customers plumbing issuesAfter reviewing our call logs and records we observed that we never received any calls from the [redacted] 's disputing the cost of any servicesUnfortunately with repair work on older properties, it is sometimes difficult to diagnose a problem, and my require follow up visitsWhich, as noted above, the customer was not charged forWe also have a policy not to order or replace any parts unless notified by owner in writing or by a phone call, which as noted above a large time lapse occurred between the initial tub drain issue and the owners call to order the repair parts.We are total appalled by ** [redacted] 's insinuation that we would endorse poor workmanshipObviously, since we are in business since and 95% of our new customers come through referrals from previous longstanding customers, we do not endorse poor workmanshipWhen a problem is brought to our attention (which in this case it was not) we attempt to rectify it in a professional and efficient mannerWe pride ourselves on good old fashioned customer service.We are sorry that ** [redacted] is upset with our chargesAll companies know what their services are worth and therefore charge accordinglyIn the interest of good customer relations we have decided to wave our invoice # [redacted] in the amount of $229.00, currently owed to us by ** [redacted] Hopefully this will satisfy *** [redacted] 's concerns.Thank you,Keith *YVice President