Young Plumbing

Initial Business Response / [redacted] (1000, 5, 2016/06/27) */ Response to Revdex.com Complaint Case #XXXXXXXX Invoice XXXXX Description of Work: Cut open ceiling in kitchenNo signs of tub drain leakingRan shower, found nipple for tub spout pouring into the wallReplaced galvanized nipple w/ brass fitting and reinstalled tub spout and testedONE YEAR WARRANTYESTIMATE to replace waste and overflow (chrome toe trip) and trap, will have to cut ceiling, no drywall repair included [redacted] A copy of the Job Order/Invoice XXXXX is enclosed for your reviewI would like to point out that we have an area called Description of Problem, which is where our technician writes up the proposed work with quote for the customer to authorizeThere is then a section where the customer signs to authorize the work before we beginThere is a second section on invoice where the technician will provide a description of the service performedAfter which we have the customer sign the acknowledgement that the work was completed satisfactorily Please note, that there was an initial quotation of [redacted] that was authorized by MrsCustomer, and when the technician got into the job, the scope of work changed, which resulted in a reduction of the cost to [redacted] this part was verbally approved and notated on the invoice when the work was completed, after which MrsCustomer signed the satisfaction section and paid the plumber the adjusted price for the workThis was on June 15, Five days later MrsCustomer called and requested a refund saying that there was a leak and she wants a refund and will hire another plumber, which Young Plumbing responded that we stand behind our work and would send a plumber to correct any issues with our workMrsCustomer declined our corrective measure then stating that she never approved the [redacted] and now is saying that was too much to pay, to which we responded we would have to discuss with the on-site tech and get back to herThe on-site technician confirmed that the [redacted] was verbally approved and that MrsCustomer had seemed happy that the repair was [redacted] rather than the [redacted] originally quoted Before our dispatcher could respond to MrsCustomer, MrCustomer had called in separately and scheduled a return visitThe technician who was to go back had his truck break down, and we were unable to keep the scheduled appointment, MrCustomer rescheduled for the next appointment slot available the same day, and then called back, expressing his desire to reschedule for the following morningIn the meantime a discussion occurred regarding MrsCustomer’s request for a refundThis is where communication breaks downUltimately, Young Plumbing continued to offer to come take a look at our work and fix whatever issue there might be with our workmanship, and MrCustomer rescheduled for the following dayLater that day, MrsCustomer called and cancelled the appointment stating they fixed the problem Our office was caught between Mrand MrsCustomer in receiving inconsistent input about the customer’s wishes in this situation, but ultimately, the work was quoted and signed for, the price was reduced when we had to do less work then originally determined once the problem was exposed, the work was signed as satisfactorily completed when the tech finished and the work was paid for by MrsCustomerWhen the customer reported an issue, Young Plumbing offered to come and correct the issue, which was ultimately declined by the customers Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) A couple days later we noticed it was still leakingThe gentleman who did the work did not put caulking around the faucetI did talk to the woman on the phone and I never said I was satisfied with the work since it was still leakingI told her I was not worried about the bill because the priority at that time was getting it fixedMy wife was TRYING to discuss it with her but seemed be getting nowhere like I was I tried discussed with her the bill but continued saying my wife was lying kept talking over meI could not explain a thing to herI got hung up on a couple times and then transfered to MrYoungs voicemail, which he never responds toWe can not get past the woman answering the phone What is being disputed is being overcharged and not being able to talk to anyone about itI think it is bad business when you don't listen to the customer and just over speak to them Final Business Response / [redacted] (4000, 11, 2016/07/06) */ It is unfortunate that Mrand MrsCustomer feel that they have been mistreated, which was never our intention, rather during the conversations, conflicting information was received from the couple and our office was only attempting to determine just what the customers were asking for and attempting to address their concerns with the workWe will reiterate the facts of the situation: When MrsCustomer notified our office that she felt there was a problem with the workmanship, we told her we stand by the work we do and we offered to come back to the home to take a look at the problem she was havingMrsCustomer declined, stating she did not want us back to her home, but that she wanted a refund so that she could hire someone else to do the workWe informed her that we would review the situation with our plumber and then get back to her Several hours later MrCustomer called and scheduled the return appointment with our afterhours staff(This occurred before we were able to discuss the work with the plumber.) Due to unfortunate, unforeseen circumstances, we needed to change the time of the appointment to several hours later than originally scheduledWe spoke with MrCustomer and set the new appointment time MrCustomer called back and changed the appointment to the following day MrsCustomer called back and cancelled the return appointment MrsCustomer called several days later again looking for a refundOur offer to come to the home to take a look at the 'problem' was declined by the customer, twice, once by MrsCustomer, once by MrCustomerTherefore, it is yet undetermined whether or not there was a problem with the work we performed In addressing the customer's complaint regarding the pricing, we quote our work before we begin as we previously stated, and we feel that is the time to address questions regarding pricingDo you go out for a movie, sit through the movie and after the move is over, agree the show was satisfactory and then a few days later call the theatre asking for a refund?

Initial Business Response / [redacted] (1000, 5, 2015/12/16) */ Contact Name and Title: Valerie [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@youngplumbing.com Dear Mr***, We would like to say that we understand how frustrating this situation must be for youHowever, Young Plumbing did not act in bad faith when we performed the services which you authorizedThis was the procedure we would follow to correct low pressure when water is present in the systemUnfortunately, additional necessary repairs which would not have been known until our work was completed are now necessary, and must be completed by a company that can actually drill a well; we do not have the equipment to perform the work you now requireYou were given a price and offered financing options immediately from our company but you thought we should do it for freeIn response to your local well company stating there were extra pieces that were added to the new system that weren't necessary, I can assure you we are not in the business of installing or selling unnecessary parts or labor and feel it is unfair for them to make such an assessment having not seen the system pre-repairWe feel it is fair to still be paid for the work that was completed and still in your possession OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I understand that I still have possession of the new items that were installed, my frustration is in the fact that if I had called a well service man first, I would not have needed your servicesAs I stated before, I did have water before the Young Plumbing employee cameI also was not notified before the employee started working that this could potentially not fix the entire issueEven if there is a small possibility that the problem may not be fixed, I believe the homeowner should know about it before the job is startedAs a customer, I do not feel valued as obviously my family not having flowing water for days was not a concern for your companyI hope you re-evaluate your care for your customersI know that I was taken advantage of, and can only hope that you don't continue to take advantage of people like this in the future

Initial Business Response /* (1000, 5, 2016/06/27) */
Response to Revdex.com Complaint Case #XXXXXXXX Invoice XXXXX
Description of Work: Cut open ceiling in kitchen. No signs of tub drain leaking. Ran shower, found nipple for tub spout pouring into the wall. Replaced galvanized nipple w/ brass fitting...

and reinstalled tub spout and tested. ONE YEAR WARRANTY. ESTIMATE to replace waste and overflow (chrome toe trip) and trap, will have to cut ceiling, no drywall repair included [redacted]
A copy of the Job Order/Invoice XXXXX is enclosed for your review. I would like to point out that we have an area called Description of Problem, which is where our technician writes up the proposed work with quote for the customer to authorize. There is then a section where the customer signs to authorize the work before we begin. There is a second section on invoice where the technician will provide a description of the service performed. After which we have the customer sign the acknowledgement that the work was completed satisfactorily.
Please note, that there was an initial quotation of [redacted] that was authorized by Mrs. Customer, and when the technician got into the job, the scope of work changed, which resulted in a reduction of the cost to [redacted] this part was verbally approved and notated on the invoice when the work was completed, after which Mrs. Customer signed the satisfaction section and paid the plumber the adjusted price for the work. This was on June 15, 2016.
Five days later Mrs. Customer called and requested a refund saying that there was a leak and she wants a refund and will hire another plumber, which Young Plumbing responded that we stand behind our work and would send a plumber to correct any issues with our work. Mrs. Customer declined our corrective measure then stating that she never approved the [redacted] and now is saying that was too much to pay, to which we responded we would have to discuss with the on-site tech and get back to her. The on-site technician confirmed that the [redacted] was verbally approved and that Mrs. Customer had seemed happy that the repair was [redacted] rather than the [redacted] originally quoted.
Before our dispatcher could respond to Mrs. Customer, Mr. Customer had called in separately and scheduled a return visit. The technician who was to go back had his truck break down, and we were unable to keep the scheduled appointment, Mr. Customer rescheduled for the next appointment slot available the same day, and then called back, expressing his desire to reschedule for the following morning. In the meantime a discussion occurred regarding Mrs. Customer’s request for a refund. This is where communication breaks down. Ultimately, Young Plumbing continued to offer to come take a look at our work and fix whatever issue there might be with our workmanship, and Mr. Customer rescheduled for the following day. Later that day, Mrs. Customer called and cancelled the appointment stating they fixed the problem.
Our office was caught between Mr. and Mrs. Customer in receiving inconsistent input about the customer’s wishes in this situation, but ultimately, the work was quoted and signed for, the price was reduced when we had to do less work then originally determined once the problem was exposed, the work was signed as satisfactorily completed when the tech finished and the work was paid for by Mrs. Customer. When the customer reported an issue, Young Plumbing offered to come and correct the issue, which was ultimately declined by the customers.

Initial Consumer Rebuttal /* (3000, 7, 2016/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A couple days later we noticed it was still leaking. The gentleman who did the work did not put caulking around the faucet. I did talk to the woman on the phone and I never said I was satisfied with the work since it was still leaking. I told her I was not worried about the bill because the priority at that time was getting it fixed. My wife was TRYING to discuss it with her but seemed be getting nowhere like I was.
I tried discussed with her the bill but continued saying my wife was lying kept talking over me. I could not explain a thing to her. I got hung up on a couple times and then transfered to Mr. Youngs voicemail, which he never responds to. We can not get past the woman answering the phone.
What is being disputed is being overcharged and not being able to talk to anyone about it. I think it is bad business when you don't listen to the customer and just over speak to them.
Final Business Response /* (4000, 11, 2016/07/06) */
It is unfortunate that Mr. and Mrs. Customer feel that they have been mistreated, which was never our intention, rather during the conversations, conflicting information was received from the couple and our office was only attempting to determine just what the customers were asking for and attempting to address their concerns with the work. We will reiterate the facts of the situation:
When Mrs. Customer notified our office that she felt there was a problem with the workmanship, we told her we stand by the work we do and we offered to come back to the home to take a look at the problem she was having. Mrs. Customer declined, stating she did not want us back to her home, but that she wanted a refund so that she could hire someone else to do the work. We informed her that we would review the situation with our plumber and then get back to her.
Several hours later Mr. Customer called and scheduled the return appointment with our afterhours staff. (This occurred before we were able to discuss the work with the plumber.)
Due to unfortunate, unforeseen circumstances, we needed to change the time of the appointment to several hours later than originally scheduled. We spoke with Mr. Customer and set the new appointment time.
Mr. Customer called back and changed the appointment to the following day.
Mrs. Customer called back and cancelled the return appointment.
Mrs. Customer called several days later again looking for a refund. Our offer to come to the home to take a look at the 'problem' was declined by the customer, twice, once by Mrs. Customer, once by Mr. Customer. Therefore, it is yet undetermined whether or not there was a problem with the work we performed.
In addressing the customer's complaint regarding the pricing, we quote our work before we begin as we previously stated, and we feel that is the time to address questions regarding pricing. Do you go out for a movie, sit through the movie and after the move is over, agree the show was satisfactory and then a few days later call the theatre asking for a refund?

Initial Business Response /* (1000, 5, 2015/12/16) */
Contact Name and Title: Valerie [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@youngplumbing.com
Dear Mr. [redacted],
We would like to say that we understand how frustrating this situation must be for you. However, Young Plumbing did...

not act in bad faith when we performed the services which you authorized. This was the procedure we would follow to correct low pressure when water is present in the system. Unfortunately, additional necessary repairs which would not have been known until our work was completed are now necessary, and must be completed by a company that can actually drill a well; we do not have the equipment to perform the work you now require. You were given a price and offered financing options immediately from our company but you thought we should do it for free. In response to your local well company stating there were extra pieces that were added to the new system that weren't necessary, I can assure you we are not in the business of installing or selling unnecessary parts or labor and feel it is unfair for them to make such an assessment having not seen the system pre-repair. We feel it is fair to still be paid for the work that was completed and still in your possession.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I understand that I still have possession of the new items that were installed, my frustration is in the fact that if I had called a well service man first, I would not have needed your services. As I stated before, I did have water before the Young Plumbing employee came. I also was not notified before the employee started working that this could potentially not fix the entire issue. Even if there is a small possibility that the problem may not be fixed, I believe the homeowner should know about it before the job is started. As a customer, I do not feel valued as obviously my family not having flowing water for 6 days was not a concern for your company. I hope you re-evaluate your care for your customers. I know that I was taken advantage of, and can only hope that you don't continue to take advantage of people like this in the future.