I asked for a shower valve to be repaired. They quoted $350, then took almost two weeks to repair after many calls from me, then they charged me $1032
I asked for a shower valve to be repaired. They quoted $350, then took almost two weeks to repair after many calls from me, then they charged me $1032. I called several times and spoke to many people to try and to this resoved. I finally got in touch with a supervisor "******" on 8/15, he said he would call me back and didn't. I called him back on 8/23, was on hold for 36 mins, spoke to ****** again. He said that he was in the hospital and could not call me back. He said that he would investigate my issue and call me back over the weekend. He told he that he was with the owners going to Tampa and would discuss the issue with them.
To date it has been over three weeks and ****** still hasn't called. Obviosly, he has no intentions on calling, so I will start calling them agian until I get a resolution.
I was quoted one thing and charged another. I have said from the beginning that I want to pay, but i don't want to be ripped off!
we have contacted the customer to fix this issue to Mr. *****'s satisfaction.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I did in fact receive a call from someone named ****** claiming to be a manager. He heard me out about the three wasted days I had to miss from work, the numerous calls to ***'s plumbing sitting on hold, not getting a response for weeks, and he offered me a refund. The refund he offered was about $150, which was a 15% discount. I agreed to the measly refund that he offered just to get this over with and move forward.
How then ****** told me that I had to retrace my BBB Complaint first in order to receive the refund. I felt as the injured party that this showed not only bad taste, but a complete insensitivity to the customer. He was now wanting me to jump through another hoop in order to get a refund.
As I told ****** it was *** Plumbing people that lied to me time and time again, so why would they just refund the money and once that was done I would retract my BBB Complaint and we could all move forward.
He said , "that's not how did it here at ***'s Plumbing". He then said that if I signed an "Hold Harmless Agreement", basically saying that I would not keep coming after them and that I would tell people about what happened, then they would refund my money.
I don't know about *** Plumbing & Air conditioning, but I can not think of any other company that I have ever done business with that would take a customer who received terrible customer service from employees and management and further insult them in order to receive a refund.
I would like to resolved this issue, but it seems like ***'s Plumbing management wants to continue to abuse their customers and drag this thing out.
Final Business Response
We apologize if Mr. ***** feels he has been abused by our company that is definitely not our intention. Unfortunately, during the course of performing 250 plus customer service visits each week mistakes can and do happen. We apologize for not meeting the needs of Mr. ***** during our service visit, in no way was it our intention to make this a difficult situation. We have spoken with Mr. ***** via phone and email to reach a fair solution. As far as asking for a release upon issuing a refund, we are following good corporate and professional protocol to protect both the company and the consumer; we apologize if Mr. ***** feels as though we are making him jump through hoops that is not our intention. It is our goal to satisfy Mr. *****.
Concerning the refund of $150 and release to which Mr. ***** had agreed, we wanted to deliver the check to his home and have the release approved, Mr. ***** insisted on having it emailed to him which we have complied with. We asked Mr. ***** to execute the release and fax or email it to us, then we would issue a credit to his credit card. Mr. ***** said he did not have access to a Fax or Scanner to return the release. We asked him to mail it. As of today 9/27/13 we have not received a response from Mr. ***** via Fax, Email or Mail of the executed release form. We will be more than happy to hand deliver a check to Mr. ***** along with the release form to be executed. As soon as Mr. ***** gives the guidance we need to satisfy this issue we can issue a refund to his Credit Card or deliver a check to his home. We are willing to do whatever it takes to rectify this situation. Thank You, Justin S.