At Your Service Plumbing Company

At your service Plumbing is the best Plumbers in Lakewood CO. They have quality work at an affordable price, they are fully licensed and insured which most these companies are not, they can handle. anything that comes there way, from residential to commercial they can handle the smallest projects all the way to building new construction from the underground to finish to trim set, amazing company, they have been known for their knowledge and expertise in every aspect of the plumbing field, I have heard of them explaining things over the phone to customers allowing them to do it themselves, saving them tons of money, call At your service plumbing and see how you can save, on your time and money.

I complained on 7/12/ [redacted] (Plumber) rec'd it on 7/14/Called me immediately - came to fix the problemHis Answer-Service hadn't given him my messagesI can attest to the fact that happens w/his Service as it happened once before to me alsoThis issue was resolved immediately and I hate that I caused him to have it on his record, as he doesn't deserve itBut all is well nowPlease close it out and thank you [redacted]

Unfortunately, the customer is rejecting our response with accusations that are simply not true.We did not charge his card “days later” – credit card companies take a few days to process I have an email with approval from the customer approving work in response to our need for a signed estimate and 40% deposit before work was begun Upon receiving this email his credit card was charged, before our tech’s even arrived on site This 40% deposit is policy, and to the best of our ability is taken on every job greater than $before work begins Our payment system is also date stamped when the transaction was completed.The ticket that our owner received from the police only has the charge of trespassing There is NO assault charge on the ticket which we have also includedDenver Waste Water, when contacted immediately following this incident commented that “I’m not a police man, but I think that you did the right thingTo mitigate any further damage that could have occurred.” And today our owner was told, by [redacted] t Denver Waste Water quality control supervisor for Public Works Department Waste Water Management Quality Control ( [redacted] ), “you cannot leave a hole!” She will be crafting a letter that says that we were in the right, in our procedure, and we will send it to the Revdex.com when it is complete to be with this fileWe contacted the Department of Health, and [redacted] ( [redacted] ) who is the supervisor to the inspector who wrote the initial report, the customer is referring to, said that what we did was the right thing And they are currently in process of writing a new report to include all the facts(the original inspector did not know that there was sewer water in a pit originally) This new report will also be sent to accompany this file.As far as another company coming and completing the work it sounds as if they didn’t give the customer a cheaper optionOur company would have done the exact same thing once we found another blockage, and the price would have ended up approximately the same We simply gave a cheaper option (of a spot repair as opposed to a complete replacement) to begin with, and he took it Our willingness to complete the project the way we estimated it has not changed It seems the problem the customer has had is a matter of incorrect procedure expectations that were not met According to the Department of Health, and Denver Waste Water Management the activities of our techs were not in violation of any laws or rules, and were in fact the correct procedure in this situation

Complaint:
I am rejecting this response because:As incompetent and negligent as At Your Service Plumbing is, they are equally pathetic in this discourse.In their recent response they have submitted only one summons of the three citations received from the Denver Police on February 10th. The charges are "Trespassing", as well as forced entry and assault. I request that the Revdex.com please be patient in regard to receiving a copy of the police report before making any conclusions. Issuance of reports involving a minor (my son took a video of At Your Service workers attempting to cover up their violations, which has been submitted as evidence) take 4-weeks to be released. I have in the interim provided the arresting officer's information if you wish to contact him (case #16-87202).Equally dishonest is their claim concerning the Department of Environmental Health report. As things have it, the Inspector contacted me today (3/4/16) to let me know that his investigation has been completed and the report is now available. I mentioned At Your Service's statement in their last response to him; chuckling he said, "That Is not the case whatsoever." I have, while also waiting to receive and submit his office's final report, attached a letter that was sent from his desk to At Your Service two days after the incident occurred, summarizing city ordinance violations. This letter, which was to be addressed in three days, was ignored.Again, I request patience from the Revdex.com to allow sufficient time to receive this final report.In regard to monies paid to At Your Service, I have attached: 1) A copy of their business card that offers rootering any drain for $100. Prior to the catastrophe they created at my property, they came out to rooter on 2/5/charging me $(this after I was told removing the toilet myself, which I did, would save $100???), and $the second day they came back to rooter the same drain with equally poor results (none). On both occasions I was told they introduced feet of cable into the linevery odd since the distance from that toilet to the obstruction they began digging for a couple days later is just under feet. Nevertheless, I paid them $for absolutely no results. The receipt is attached.2) At Your Service claims to have charged my credit card a deposit fee prior to beginning their work. Please find my credit card statement attached which clearly displays both a 'transaction date' and a 'posting' date. Again, no results for my money, and damage to my property.3) When the Police Report arrives, it will contain photos taken by the responding officers of the broken latch and damage to my back gate, through which At Your Service broke into my yard. I have not received remuneration for repairs.Again, please allow the necessary time to receive the pertinent documents before drawing any final conclusions in regard to the matter
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/09/30) */
In response to your statements we feel there is clarification that needs to be made
First of all when our large snake is required to function more than feet away from the entry point of the sewer line, it makes a tremendous mess, not to
mention that it is very dangerousAt Your Service Plumbing Company has an ideology of pleasing the customer, even at our costThe tech on this job made great attempts to do thisHe knew of the difficulty rootering from that distance would be, but in an effort to please you - and your desire to have the job done from that place he complied
As it turns out every major issue we have had with our rooter machine has stemmed from performing its function too far away from the point of entryIn fact, I myself got my hand caught in the machine years ago, when I was running service calls, and missed work for a weekBased on this occurrence and the past problems we've had we have changed our company policy to not allow this scenarioWe will refuse work under conditions like these based on the requirement of the machine will be no more than two feet from clean out, and tech must have room to sit/kneel and operate cable at machine hub from this distance
To specifically address your concerns I would like to remind you that we work in the sewer, and that we do our best to keep the mess that is created simply from your fecal matter containedI was also informed that the tech did give you the option to pull a toilet, which would have prevented much of this problemWe find it inappropriate to tell the owner of the company, as well as the Revdex.com that this option was not given to you, when you have had this done beforeThe tech also cleaned up the mess that was made initially, and then bleached the floor in the entire area upon your disapproving of the areaWe do have your signature on the invoice that the area was left the way it was foundSo when you tell the Revdex.com that you were left to contend with the "aftermath" you are painting a very one sided deceptive picture
Tech confirmed the following facts about the call:
Tech called customer that he would be late, late in the evening
He advised customer on shower handle cartridge, and floor drain smellBefore rooter (and at no charge)
Tech asked customer to show him clean-outUpon seeing clean out, tech asked if he could pull a toiletCustomer responded that the last "guy" did it through there (gap between furnace and water heater)Tech asked if customer was sure that this was the spotCustomer insisted that he last guy did the rooter through this space
Tech notes cable banging and creating a noise on furnace/water-heater, but he pushed through because "the last guy did it here."
Customer returned down stairs, asked about noise and why Tech was using the space between the water heater and the furnaceThen customer said "I was mistaken the last guy did it on the other side of the water heater (between it and a vent, a gap of about 5-inches - which required 4-feet of cable be exposed to fill gap between machine and clean-out)Tech brought up that this was an unsafe distanceTech reasoned that if it was done regularly like this before then he should be able to do it too - again the customer insistedRootered ~feet, taking care to feed cable slowly because of unsafe distance
When pulling cable back, the cable created a mess on the floor, on the water heater itself, and a little bit on the vent to the furnace, which fell off in process of pulling cable back
When customer came down and saw the mess, he asked if Tech was going to clean itTech said he was planning to so when done replacing cableCustomer also asked tech to be careful on stairs with messy machine
Once cable was put back, the rooter machine was wrapped in a towel, taken upstairs and put into the vanTech then went back downstairs and wiped down all surfacesHe even had to get extra towels to do soTech then called the owner of the company, ***, because of mess and the lack of ability to wipe off machine while he was retrieving cable*** came right over
Tech asked customer for payment, and customer wanted to double check job areaCustomer checked area and commented on a few smudge marksAt this time the customer asked the tech if there was anything that the Tech "could have done better." Tech mentioned that all he could think of was the possibility of having the time to clean off rooter machine, but because it was concrete it did not seem to be a necessity
Tech returned to basement and bleached floor to ensure cleanliness and sanitation - removing smudges referred to by customer
Customer came back down and wiped dry dirt from the base stud in an unfinished wall, and told tech that he had not cleaned well enough*** put back the vent that came down during job, while finishing the conversation with customer
Tech was there from approximately 730-930pm, did not charge for overtime ($73.50), nor did he charge an afterhours fee ($200), which is common for any call begun after 6pmThis was done because the customer appeared to be displeased with the work
During the conversation with ***, (he tells me) you tried to demonstrate that there was plenty of space to rooter, and squeezing into the space you bent the vent in while moving through the gap, and only demonstrated that there was not enough space to put a large tech and/or a machine through that area
We feel the job was done as well as possible based on your stipulations, and the area was clean of our mess by the time our technicians leftThe overtime needed to clean the area more, based on your request, was not charged, nor was an afterhours feeWe feel this is more-than-sufficient discount for the amount of work we have provided for you
Initial Consumer Rebuttal /* (3000, 8, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately it doesn't appear the owner of At Your Service Plumbing and Rooter, LLC and I have found much common ground regarding my concernsThe two areas of agreement we do share are his emphasis on employee safety (as I would never insist on any practice that would actively endanger someone's safety or well-being) and his accurate description of the "tremendous mess" the machine, or "snake" makes when it is operated outside of a certain distance to the point of entryTo reiterate my two chief concerns: The tech required close monitoring and redirection throughout the job, and he created a health hazard in my home by not adequately containing the indiscriminate spread of human fecal matter then afterwards failing to properly clean the work area
The tech's cleaning efforts did not come close to the owner's stated objective to "ensure cleanliness and sanitation"I communicated my concerns to owner the following day when I was able to inspect the area more closely and look behind the water heaterThe area of concrete surrounding the clean out still had deposits of thick, solid black matter that were presumably comprised of human feces; these I cleaned up myselfI'm happy to show the owner pictures of the splatter marks that remain on some of the shelving and several boxes in close proximity to the work area
The ONLY discussion the tech and I had about pulling the toilet to access the waste line was upon his arrival when he was considering the two ways to access the waste lineI expressed my preference to use the clean out behind the water heater, knowing the previous tech had competently done so (without leaving a mess)The owner may find it helpful to interview the previous tech and learn how he was able to do thisContrary to the owner's assertion, I in fact did not direct the tech to route the cable between the water heater and the furnaceI never identified this as the correct space, much less confirm it twiceIt's simply not credible for the owner to assert otherwise given how I've consistently stated the previous tech had gone behind, not between themThe tech never mentioned that the increased distance (caused by operating the snake from the front of the water heater and furnace) would inevitably create a larger mess, and he never offered to pull the toilet as an option to avoid thisAgain I would have paid the additional charge for this had I been given any indication that not doing so would result in fecal matter being sprayed inside my home
I feel compelled to point out that our appointment was scheduled for much earlier in the afternoon (if I correctly recall between and 4)I do understand (and even expressed sympathy to him) that the tech had been delayed at another work site and consequently showed up at our home well after However I would not expect to be charged an after-hours fee because of his late arrivalOur job was routine in nature (a preventative measure to ensure the waste line remained clear of tree roots; we were having no issues with the line and have had this service performed annually) and would have chosen to reschedule for a different date if there had been any additional charge
The tech's disorganization led to the additional time spent on site, not the actual work itselfHe took approximately minutes to search for several items that he misplaced including the blades to the snake, the cap to the clean out (which he initially misplaced and found, then later permanently lost which necessitated replacement), and cell phones (work and personal)I would not expect to be charged for any of the time the tech spent looking for misplaced items rather than completing the actual workIn light of the reason for the additional time the tech spent on site, the owner's assertion that his decision to refrain from charging us extra fees was a "more than sufficient discount" is rather incredulous
I'd like to clarify an additional allegationWhile the passage to the rear of the water heater is very narrow, I never gave any indication of there being "plenty of space to rooter"Also, the owner's assertion that I "bent the vent while moving through the gap" is falseThis did not occurIn fact, I'm fairly certain that any excessive pressure on the vent would dislodge it before bending it as it's held by a single wrap of duct tapeIt did not get bent and held in place when I moved past it
I'm truly disappointed with the owner's response to my concernsAs he is undoubtedly aware, small businessess that offer a valued product are able to thrive when that product is provided in the context of a strong commitment to professionalism, integrity and responsivenessSuccessful companies seek honest feedback from their customers and strive to resolve issues; they do not cast aspersions on or make provocative statements towards their customersSuccessful companies are rewarded by word of mouth endorsements from satisfied customersUnfortunately the business practices the owner here is following in this case- denial, deception and dishonesty- only serve to damage the reputation of his company
I do not consider this issue to be resolved and I continue to seek a refund from At Your Service Plumbing and Rooter, LLC
Final Business Response /* (4000, 18, 2015/11/23) */
It is clear that we have fallen short of your expectation, and whether or not it was a realistic expectation it is not fair of you to demand money back, for services that were appropriately rendered when you clearly approved the work, and contractually agreed that the job was complete
If we leave a mess at one of our customer's homes - even if the mess if found after the fact - our policy is to return and clean up the problemOur owner is known for going the extra-mile to ensure customer satisfaction - illustrated by the tech (who was trained by the owner) who put himself at risk both physically and in the prospect of extra work for the sake of doing the job the way you preferred it to be doneThe principle of doing it the easy way or the hard way has played out and the consequences fell appropriately which we willingly cleaned upIf you had asked us to come back, the next day, and clean up a portion of the mess that we both missed at the time of service, we would have gladly done so
Even still, we would be willing to come back to your property and re-clean/sanitize the work area free of charge in an effort to resolve this disputeIf you would like us to do this please let us know
Final Consumer Response /* (4200, 20, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate the offer to return and clean/sanitize my utility room, as I stated previously I spent a couple of hours doing just that the next morning after the service callThe raw sewage left on the floor, walls, and shelves posed a health hazard that required immediate atention
I am requesting a partial refund of the amount that I was charged for this service that were in fact not appropriately rendered

Mr***, a returning customer, called in for a drain cleaning that was scheduled for Friday, February 5th, 2016. At the call, which lasted more than two hours, our techs rootered the customer’s line from multiple locations, but as a result of the extreme obstruction in the sewer line, and
the force placed on the sewer snake our equipment broke It seemed that the line needed to be repaired, but our Owner offered to return the next day and try again with a new cableOn Saturday, February 6th, it was determined that the line was impassable, or compromised. Monday, At Your Service Plumbing returned with a location company, Hydrophysics, to locate the exact point of the problemOn Tuesday, an estimate was sent to the customer to dig up the compromised line and repair it. Approval was gained on Wednesday, 40% deposit was collected, and work began. Once the tech had excavated enough to expose the sewer line, he left the site to acquire the parts required to repair the pipe. Upon his return he discovered that the hole was filling with sewer water. lbs of lime was added to the sewer water to neutralize its toxicity, and the tech began to pump the water out of the hole, onto the surrounding yard, in order to get to the pipe. Upon seeing the neutralized sewer water being pumped out of the hole, the customer became visually angry (by his tone and choice of words), and physically demonstrative of his feelings. The owner of At Your Service Plumbing called the customer and explained the neutralizing effect of the lime, at which point the customer became irrational in his speech and hung up on him. When our owner called back he offered an option of having another company come and pump the sewer water out of the hole and haul it away but at an additional charge The customer remained irrational and could not be spoken to over the phone, so our owner immediately departed for the customer’s property. The tech, on site, did not feel comfortable with the way the customer was behaving or speaking to him, and was advised by our owner to leave the yard. Our owner arrived, entered through an open gate where our tech had been working, and began filling the hole that At Your Service Plumbing had opened, so as to not have the liability of an open hole. the customer, his son, and his wife all came out into the yard minutes after our owner began filling the hole and spoke abusively to he and the technician telling them to get off of his propertyBoth the customer and his son tried to physically take the shovel out of our owner’s hand. No violence occurred beyond the attempted removal of the shovel The customer’s son took a video of At Your Service Plumbing filling in the hole which contains an audio record of The customer’s irrational behavior and vulgarities as well as the calls that were made by both our owner & the customerWhile on the phone the customer threatened to get his gun and shoot our owner (the operator that was speaking to At Your Service Plumbing asked if he could see a gun, but advised that he remove himself either way). The police did show up after the whole was filled in, and At Your Service Plumbing had removed themselves from the yard They watched the video that was taken by the customer’s son, noted that what they saw was At Your Service Plumbing simply filling a hole, but they also note that by what they heard they would have left the property regardless of liability because of the escalation of the problem. The customer wanted to file many charges including breaking and entering, assault and battery, and trespassingLowell was charged with trespassing, but the police refused to file any breaking and entering or assault charges because they found no evidence of any altercation.In the customer’s “Statement of the Problem” to the Revdex.com he used words that are not completely accurate. At Your Service Plumbing did not “break into a locked back yard”, never “physically assaulted” anyone, and were simply filling in the hole, for which we would be liable, since the customer broke the contract. He did not mention that the “black water” was treated with LimeIt is possible that he did not understand, nor hear, about the neutralization due to the extreme difficulty to communicate with him once he got angry Our owner, desiring to make sure of the procedure called Denver Waste Water who told him containing the ‘black water’ and neutralizing it with lime is the only course of action besides hauling it away We do not feel that our practices in anyway were a breach of contract, which the customer is claiming. We are more than willing to complete the contract the way it was stated with added contingency options for the removal of the black water according to the customer’s preferences

I complained on 7/12/16. [redacted] (Plumber) rec'd it on 7/14/16. Called me immediately - came to fix the problem. His Answer-Service hadn't given him my messages. I can attest to the fact that happens w/his Service as it happened once before to me also. This issue was...

resolved immediately and I hate that I caused him to have it on his record, as he doesn't deserve it. But all is well now. Please close it out and thank you. [redacted]

Unfortunately, the customer is rejecting our response with accusations that are simply not true.We did not charge his card “3 days later” – credit card companies take a few days to process.  I have an email with approval from the customer approving work in response to our need for a signed estimate and 40% deposit before work was begun.  Upon receiving this email his credit card was charged, before our tech’s even arrived on site.  This 40% deposit is policy, and to the best of our ability is taken on every job greater than $1000 before work begins.  Our payment system is also date stamped when the transaction was completed.The ticket that our owner received from the police only has the charge of trespassing.  There is NO assault charge on the ticket which we have also included. Denver Waste Water, when contacted immediately following this incident commented that “I’m not a police man, but I think that you did the right thing. To mitigate any further damage that could have occurred.”  And today our owner was told, by [redacted]t Denver Waste Water quality control supervisor for Public Works Department Waste Water Management Quality Control ([redacted]), “you cannot leave a hole!”  She will be crafting a letter that says that we were in the right, in our procedure, and we will send it to the Revdex.com when it is complete to be with this file. We contacted the Department of Health, and [redacted]) who is the supervisor to the inspector who wrote the initial report, the customer is referring to, said that what we did was the right thing.  And they are currently in process of writing a new report to include all the facts. (the original inspector did not know that there was sewer water in a pit originally).  This new report will also be sent to accompany this file.As far as another company coming and completing the work it sounds as if they didn’t give the customer a cheaper option. Our company would have done the exact same thing once we found another blockage, and the price would have ended up approximately the same.  We simply gave a cheaper option (of a spot repair as opposed to a complete replacement) to begin with, and he took it.  Our willingness to complete the project the way we estimated it has not changed.  It seems the problem the customer has had is a matter of incorrect procedure expectations that were not met.  According to the Department of Health, and Denver Waste Water Management the activities of our techs were not in violation of any laws or rules, and were in fact the correct procedure in this situation.