On 12/3/2013 Snappy & I signed an agreement to complete a full replacement of cast iron pipes with new PVC toilet plumbing. The price included 2 days (16 hours) of plumbing work effort plus a pull and reset of 2 toilets. I was told the price also included a one year home protection plan guaranteeing preferential scheduling if there was any type of problem in my home. In scheduling the pipe replacement Snappy now told me they could do the work in less than one day (8 hours). We were going to be out of town the day Snappy demanded to do the work and ended up rescheduling the work to January because their plumber was going to be away on vacation. When I called to schedule in January, it took 2 days to get a return call from Snappy (so much for the guaranteed preferential scheduling). The pipe replacement took a total of approximately 12 person hours of work effort. During pipe replacement, ceramic floor tile was damaged and had to be replaced. We discovered the toilets were not reset properly. The toilets were literally not clamped onto the new pipe in the floor. When I called to resolve this toilet issue, I was told I would have to pay to have the work done. And though they had been in my home less than two weeks earlier, they could not tell me how much it would cost. I left the owner a voice mail and as of April, I have not heard back from him (Once again, so much for the guaranteed preferential scheduling)! I ended up having to reset the toilets again myself.
I would like to have the cost of the toilet resets and home protection plan refunded.
We did enter an agreement to replace a large amount of cast iron drain pipe in this customer's basement above a suspended ceiling. Because of the limited access we allotted 2 days for the project during the initial consultation. There was never a discussion on how long it would take in hours only days in which I indicated the second day may only require minor work or clean up and may in fact only be a half day or morning. There was some miscommunication on our part between our call center on the scope of the work as I was called while in the field because during scheduling customer had indicated a requested scheduling window as he was going out of town for the holiday. Our installers schedule was full and he was also scheduled to be out for the holidays. The times conflicted and when I was called because there was only one open day not two the call center asked if it could be done in one day and I informed them it was possible for one long day with additional helpers. When this was relayed to the homeowner he felt he had been overcharged for the work due to the time to perform. I would also mention that on 2 separate occasions before I return to the office and contacted him, he was very unprofessional to 2 separate call center employees calling names and using profanity. Our calls are recorded. When I return to the office the following morning I contacted the customer to discuss and spoke in depth on the scope of work, how we priced jobs using a flat rate manual and the job price would be the same if we finished in 10 hour, 16 hours or 48 hours. I also informed him that in one long day with an additional helper it would be possible to finish, but he made it clear he wanted us out of the house by 4:30 before his wife returned home each day. With this being the case I informed him it would require 2 days and informed him of the next available scheduling dates as he did want the a specific technician that was there during the original service call where the work was quoted. I also informed him that he was more than welcome to take some additional bids from other companies if he was concerned with the pricing. We agreed on a replacement date after the holidays and the work went as planned, minus a small crack on one piece of tile in the basement which we pointed out, and had replaced within a couple of days. During the removal of the old cast iron sewer pipes a fitting had fallen off a pipe from the ceiling and damaged the tile, it went unnoticed until the floor coverings that was placed over the floor during the work was removed. These things happen from time to time and we have a contractor that we use when needed. The toilet in question was a customer supplied toilet that we installed at no additional charge and would have been covered under warranty, there was a factory issue with the toilet and he needed to return it, we gave him a phone quote of $400 which would have been discounted another 10% for being a service member. We avoid phone quotes because all tasks are different and sight unseen quotes can be incorrect causing issue when we arrive if additional items are needed. Also we offer many different services and our call center staff is not fluent with the required codes and procedures of the actual work we perform, this makes it very difficult to offer prices over the phone. There is no trip charge for service agreement members (he was) so he could have received a price for the work from the actual plumber had he scheduled. However because he was upset and there was history between his interactions the CSR's I was contacted in the field and gave a CSR our book price for a pull and reset of an existing toilet. In this case it would result in 2 trips because we would have needed to return to reinstall once the toilet was exchanged. On a further note his account has been flagged due to inappropriate language and insults to the 2 separate girls in the call center, as I spoke with him about this when we completed the work and reviewing the completed job were there were some disagreements on payment due to the damaged tile. We did not charge for the installation of his new toilet, if the toilet was not bolted to the flange it would have never completely sealed or been stable and would have been evident immediately. The installer has been working for us for several years and specializes in our drain department where toilet setting is done continuously every day he was also training a new helper and was teaching as he was installing so we feel there may be some mistake on the homeowners' part. The issue with the toilet was with the toilet itself not the installation and the call for pricing was requesting we remove so it could be swapped out, we would not charge for warranty repairs/installations. The claim we were charging to return to fix it because it was not bolted down is untrue and this only came about some time after he was quoted a price for the pull and reset so he could exchange the toilet. Why would someone ask for pricing on something that would be an obvious warranty call? To resolve the issue we would be willing to refund his membership purchase of $149 even though we have already performed the heating tune-up under the membership, but we did not charge for the toilet so a refund for this would be unavailable.
(The consumer indicated he/she ACCEPTED the response from the business.)
It is clear that Snappy is either confusing me with another customer, or trying to confuse these issues. It's now the easiest thing for Snappy to refund my membership purchase. And in the end, I'm still out several hundred dollars to get a second toilet re-installed plus a year's warranty on the main pipe installation.
First, there were specific discussions concerning hours during the sales cycle as I was trying to ascertain the cost/hour I was being charged. And Snappy's schedule commitment came before I signed up for the service. Snappy changed the duration of the work when they tried to force us to reschedule to one day (Snappy reported it would take until 9pm or 10pm with 2-3 workers). They agreed the pipe replacement was in no way urgent! Second, when Snappy finally responded to our request to schedule in the new year, they proposed to be going in and out of our home on the day of the worst ice storm in Atlanta history with temperatures forecast near 0 degrees. I admit I thought that was a silly idea. Third, during the rescheduling cycle, I asked Snappy if it would cost more to re-install a new toilet instead of the existing toilet. The response from Snappy at that time was it didn't matter since I was paying them to re-install one toilet. Yes, the toilet was manufactured incorrectly and the ****** company immediately stood behind their product and provided replacement and re-installation. I was just looking to see what Snappy would charge ****** to do the work. But even though Snappy had installed the toilet only days earlier, they did not provide ANY information on cost until they could come out to assess the situation. This seemed odd to me until I found the toilets were installed incorrectly. The toilets literally wobbled on the floor until I re-installed the new toilet provided by ******:-) Maybe it was the trainee who did the installation, I don't know or care. It just was not installed correctly and it appears Snappy didn't want to be involved in me finding that out.
In summary, prospective customers should be VERY wary of the sales cycle from Snappy as evidenced by their response above. Snappy clearly is taking the approach of slandering the customer and misrepresenting events.