Zowada Plumbing & Heating, Inc

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Addendum: In my report of what happened, I failed to make it clear that when I called to make the appointment for the 2nd service...

call, I requested said item be fixed.  When the plumber did not address it, I asked him if he would as it should have been on the work order.  Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because:As for Zowada's claim that the tech had indeed had the part on his truck, he told me that in order to correct said issue, he would have to go back to the store to get the part.  If he had truly had the part on his truck, I am sure that he would have just brought it in on one of the many trips to his truck.  Next, I did not just change the amount to $60 when speaking with the owner.  I had initially said, when speaking with the secretary, that the amount owed to me for overcharges was $60, but that I would agree to $40; however, after speaking with the owner who became quite rude, I then requested the full amount of $60.  As for this statement: "While tech was there she asked him if she would be charged for doing something else. (Tech had been informed ahead of time of what he was going there to take care of) He said, “yes”.  She chose not to have him do anything more.  He did not work on the shower as she has stated," well frankly, this is simply false.  I did most certainly did not ask him to do extra work while he was there on this visit.  He offered to do something with the shower, at which point I asked if it would cost extra and he said it would not.  It was shortly after he left that I realized the shower was now extremely sensitive to adjust, but I did not call to complain at this point due to shear exhaustion of dealing with Zowada Plumbing.  It was not until a few weeks later when I thought my sink part was already broken that Idecided to mention the sensitive shower issue.  The new owner was very rude, and said they could no longer help me.  At this point, I am done with Zowada Plumbing, and I will warn anyone in the future who does use them to watch the time carefully and make sure they too are not overcharged, because not only have I been subjected to overcharges, but so has my co-worker, [redacted].  That being said, when she called, they did agree to make good on the difference.  Still...  Homeowners Beware!
Regards,
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We went back and pulled the work order from 2015 and the issue in question was not on the list of items requested by the customer. In 2017 customer called for a service call with multiple items.  At different times she changed the date, time and items to be repaired.  The issue in question was on the work order, item #4.  The tech did have to leave the residence to get a replacement for a new part that was defective.  In her statement she said he would have had to leave for a 2nd time and she didn’t want to be charged for it.  The tech had two, different parts with him on his truck for the issue in question.  He would have left to go out to his truck to retrieve the parts not leave the residence.  She chose not to have the tech do the work.  When she received the invoice, she came to the office and spoke with the owner.  They reviewed what was done and came to an agreement that Zowada Plumbing & Heating, Inc would credit her a half hour at $40.00.   The owner and customer had a pleasant conversation about where she worked and his wife working in the same district.  She paid the invoice minus the $40.00. Then at a later date, she called into the office and said she refigured things and that Zowada owed her another $40.00.  The call then went to the owner; he talked with her over the phone and she changed the amount to $60.00.  The owner disagreed reminding her that the charges were explained, and an agreement had been reached by taking a half hour off the invoice.  She continued to demand more money and she told him he was going to write her a check.  After a lengthy conversation, the owner said he would put another $40.00 credit in the notes on her account for future use.  He did not feel that the company should have to do this but was the only way to get her to stop.  On a different day she called to see if the credit was on her account.  She states that she was told there was no record of it.  There are two office staff with access to customer accounts and both are fully aware of the situation.  The day she called into the office insisting for more money, the account was noted with a $40.00 credit for future use, not a credit on the account for a refund check.  In January 2018 the issue in question was taken care of; part was replaced, item re-set and tested.  No leaks and working properly.  While tech was there she asked him if she would be charged for doing something else. (Tech had been informed ahead of time of what he was going there to take care of) He said, “yes”.  She chose not to have him do anything more.  He did not work on the shower as she has stated.   She also asked him about a toilet and they discussed options.  The service call and part were more than the $40.00 credit.  She was not charged for the extra amount.  Zowada Plumbing wrote that amount off.   It was at that time the owner decided it would be best if customer tried another plumbing company.  He did not want another situation like that one again. Customer again called in March 2018 stating that the part wasn’t working again.  After the customer told the owner what it was doing he explained that it is a serviceable part and is made to be taken apart for cleaning and put back together and explained how to do it.  Then customer brought up a shower problem. The new owner knows the history with this customer and has chosen not to put the company in the same situation as in the past.  Customer has been credited $80.00 in labor and not charged for the part. Zowada Plumbing & Heating has been in business for 50 years.  We do not take this lightly.  We feel we have tried to satisfy this customer but cannot.  We accommodated the appointment time changes and changes to the list of items needing repair.   We came to an agreement, crediting the invoice $40.00 and she paid it.  At a later date she wanted more money.  Another $40.00 credit was noted on her account.  The next appointment was over the $40.00 credit and she was not charged for the extra amount.  We have been accused of working on a shower and causing problems.  Each resolution leads to another problem.  We wish the best for this customer and hope another plumbing company can serve her in the future.