Mr. Waterheater Westmoreland

On October 21, 2014, I received a letter from the Revdex.com and a complaint from a customer in which MrWaterheater performed service on October 13, Below is my response to customers’ complaint Customer, [redacted] , called and scheduled a service call for Monday, October 13, because they were running out of hot water [redacted] , from my office, checked his records and advised him that the tank, a gallon, electric hot water tank was installed by MrWaterheater on January 18, Since the labor warranty is only for one year, she informed Mr [redacted] that the tank and parts were under warranty but his labor warranty had expiredShe also advised him that our labor costs for a service call are $for the service call and $each hourShe even went a step further by telling him that it would cost $just to walk into the houseWe make it a point to inform our customers in detail of our service call rates or tank installation rates before we schedule a trip to their home so they will have an idea of the cost they may be incurring [redacted] told him that I would call in the morning to advise when they would arrive I called customers’ home to tell them our technician was on the way but did not receive an answer [redacted] even confirmed in her complaint that she deliberately did not answer the call because she was going to try to get another plumber and then MrWaterheater was at her door and she did not give the okay for them to be thereIf she did not want our services, why did she not call and cancel the service call or answer my call and tell me she did not want our services at that time? Further, if she did not want the services, why did she let my technician into the house? For her to say that she felt like she was dealing with a car salesman is ridiculousOur technician had to trouble shoot to try to find out why they were having the problem of running out of hot waterHe checked the tank, which is still under warranty, to determine if the tank was the problem but discovered that there was nothing wrong with the tankBecause there is nothing wrong with the tank, nothing can be covered under warranty to the manufacturerFurthermore, the customers are responsible for the labor cost, which costs were discussed in detail with Mr [redacted] when he called and scheduled our serviceAdditionally, Mrs [redacted] ’s remarks in her complaint about trying to find a good and honest plumber are not only insulting, but are inflammatory in that she is implying we engage in dishonest activities No company can immediately identify a problem until some research is doneWe work hard to obtain customer satisfaction but we cannot please a customer who admitted that she chose to ignore a call that was set by her husband to service their hot water tank They were completely informed in advance about the cost which they might be incurring Our technician was calling [redacted] back to advise him that the problem was not with the tank and also because the customer did not want to pay the additional ~/hour labor chargeThe technician does not have the authority to cancel a charge without conferring with the owner of the company Mrs [redacted] was upset and aggravated because of the additional $labor charge and when my technician put me on the phone, she told me that she would not be using our services againI told her I would make note of her decisionIf Mrs [redacted] was so intent on finding a “good and honest” plumber, then why hasn’t she done so and why is she still having the problem? Further, when Mr [redacted] , who scheduled the service call, called the office the thy after we performed our service and asked to speak with me, [redacted] advised him that I was on a job and would call that eveningI did, in fact, call that evening but did not receive an answer so I left a voice message for himThe next day, he called again and said he missed my phone callAgain, Wimiie told him I was on ajob but would give me another message [redacted] also asked if she could help him but he said he wanted to speak with meLater that day, I called him again, left another message but did not hear back from himI only had one phone number for him which I believe was the home phone number and he did not call againHe did not leave me a day time phone number to contact him and I am often out in the evenings on jobsI cannot be responsible for customers who do not answer phone calls or leave alternate phone numbersI made a good faith effort to contact Mr [redacted] Because the customers are unhappy with the answer we gave them regarding the problem they were experiencing and because they did not get an answer that would solve their problem without them making some suggested changes, they don’t want to pay the additional $labor charge that was quoted to them before we even went to their homeWe went there to service the hot water tank that we installed but the tank is not the problem It is always our goal to provide the best service that we can to our customersI am sorry that these customers feel we have been remiss in doing so but they were advised of everything before the service call was even scheduledI am also sorry that the wife feels “scammed”, but a refund is not warranted considering the fact that she is the one who refused to answer the phone when I called, did not cancel the service call and did not refuse admittance of my technician to her homeAdditionally, attached is a copy of our invoice, signed by Mrs [redacted] , stating what the technician found at the time of the service call on October 13, Because payment was made by credit card, please note that for the protection of the customers, I deleted the credit card information from the invoiceYou may also redact any other information from the invoice that you feel is necessary To file this complaint with the Revdex.com is unfair to me and my business and puts a smear on our recordI made several attempts to contact Mr [redacted] to resolve whatever issues he had but was unsuccessful in reaching him by phone

Yes, I am aware of your $80 service fee. Yes, I am aware of the $50 per half hour charge. Yes, I am aware of letting your plumber in my home was a mistake. Yes, you made attempts to reach my husband which he made attempts to reach you to. Yes, my other mistake was signing the invoice. The plumber's two tests took minutes. After those tests were done his work here was finished. I see that in your rebuttal you avoided the basis of my complaint which was the time factor and the wasting of time to get barely into the second half an hour. That is unethical. The only suggested change was to change the shower head and I had made a repeated statement that we had the shower head for two years even before we got the tank. There were no problems until just recently. I should've said to you that the plumber doesn't leave my home until the problem is investigated more and I use up the full hour rather than 5 minutes into the the second half hour. I had a plumber from another company come here and give me a real solution to the problem. I have a strong suspicion I'm not the only person who feels this way.

On October 21, 2014, I received a letter from the Revdex.com and a complaint from a customer
in which Mr. Waterheater performed service on October 13, 2014. Below is my response
to customers’ complaint.
Customer, [redacted], called and scheduled a service call for Monday,...

October 13,
2014 because they were running out of hot water. [redacted], from my office, checked his
records and advised him that the tank, a 50 gallon, electric hot water tank was installed by
Mr. Waterheater on January 18, 2013. Since the labor warranty is only for one year, she
informed Mr. [redacted] that the tank and parts were under warranty but his labor warranty
had expired. She also advised him that our labor costs for a service call are $80.00 for the
service call and $50.00 each 1 2 hour. She even went a step further by telling him that it
would cost $130.00 just to walk into the house. We make it a point to inform our
customers in detail of our service call rates or tank installation rates before we schedule a
trip to their home so they will have an idea of the cost they may be incurring. [redacted] told
him that I would call in the morning to advise when they would arrive.
I called customers’ home to tell them our technician was on the way but did not receive
an answer. [redacted] even confirmed in her complaint that she deliberately did not
answer the call because she was going to try to get another plumber and then
Mr. Waterheater was at her door and she did not give the okay for them to be there. If she
did not want our services, why did she not call and cancel the service call or answer my
call and tell me she did not want our services at that time? Further, if she did not want the
services, why did she let my technician into the house? For her to say that she felt like
she was dealing with a car salesman is ridiculous. Our technician had to trouble shoot to
try to find out why they were having the problem of running out of hot water. He checked
the tank, which is still under warranty, to determine if the tank was the problem but
discovered that there was nothing wrong with the tank. Because there is nothing wrong
with the tank, nothing can be covered under warranty to the manufacturer. Furthermore,
the customers are responsible for the labor cost, which costs were discussed in detail with
Mr. [redacted] when he called and scheduled our service. Additionally, Mrs. [redacted]’s
remarks in her complaint about trying to find a good and honest plumber are not only
insulting, but are inflammatory in that she is implying we engage in dishonest activities.
No company can immediately identify a problem until some research is done. We work
hard to obtain customer satisfaction but we cannot please a customer who admitted that
she chose to ignore a call that was set by her husband to service their hot water tank.
They were completely informed in advance about the cost which they might be incurring.
Our technician was calling [redacted] back to advise him that the problem was not with the
tank and also because the customer did not want to pay the additional ~/2 hour labor
charge. The technician does not have the authority to cancel a charge without conferring
with the owner of the company.
Mrs. [redacted] was upset and aggravated because of the additional $50.00 labor charge and
when my technician put me on the phone, she told me that she would not be using our
services again. I told her I would make note of her decision. If Mrs. [redacted] was so intent
on finding a “good and honest” plumber, then why hasn’t she done so and why is she still
having the problem?
Further, when Mr. [redacted], who scheduled the service call, called the office the thy after
we performed our service and asked to speak with me, [redacted] advised him that I was on
a job and would call that evening. I did, in fact, call that evening but did not receive an
answer so I left a voice message for him. The next day, he called again and said he
missed my phone call. Again, Wimiie told him I was on ajob but would give me another
message. [redacted] also asked if she could help him but he said he wanted to speak with
me. Later that day, I called him again, left another message but did not hear back from
him. I only had one phone number for him which I believe was the home phone number
and he did not call again. He did not leave me a day time phone number to contact him
and I am often out in the evenings on jobs. I cannot be responsible for customers who do
not answer phone calls or leave alternate phone numbers. I made a good faith effort to
contact Mr. [redacted].
Because the customers are unhappy with the answer we gave them regarding the problem
they were experiencing and because they did not get an answer that would solve their
problem without them making some suggested changes, they don’t want to pay the
additional $50.00 labor charge that was quoted to them before we even went to their
home. We went there to service the hot water tank that we installed but the tank is not the
problem.
It is always our goal to provide the best service that we can to our customers. I am sorry
that these customers feel we have been remiss in doing so but they were advised of
everything before the service call was even scheduled. I am also sorry that the wife feels
“scammed”, but a refund is not warranted considering the fact that she is the one who
refused to answer the phone when I called, did not cancel the service call and did not
refuse admittance of my technician to her home. Additionally, attached is a copy of our
invoice, signed by Mrs. [redacted], stating what the technician found at the time of the
service call on October 13, 2014. Because payment was made by credit card, please note
that for the protection of the customers, I deleted the credit card information from the
invoice. You may also redact any other information from the invoice that you feel is
necessary.
To file this complaint with the Revdex.com is unfair to me and my business and puts a smear on
our record. I made several attempts to contact Mr. [redacted] to resolve whatever issues he
had but was unsuccessful in reaching him by phone.

Review: On 10/12 my husband, [redacted] called Mr. Water Heater which is who replaced our hot water tank over a year ago. Our recent problem was hot water loss during a shower after 7 minutes. [redacted] explained the problem and they said they would call in the morning to set up a service call. After discussing it with [redacted] we decided it's probably better to go with another company because I was given a number for another good and honest plumber. In the morning, Mr. Water Heater called to set up a service appt at 8:28 am and I avoided the call with intention of calling someone else. Next thing I knew there was a Mr. Water Heater plumber at my door at 9:12 am and I didn't give the ok. So, he came in and ran a drop test, it passed. He ran a crossover test, it passed. Totaling a few minutes for both tests. I felt like I was dealing with a car salesman coming in and out just to call his boss and take up time. Then he asks what kind of shower head we use. I showed him and he said we have the kind that dumps too much water about 4 gal per minute. I have had the same shower head for 2 years so I was baffled why all of a sudden it would be causing the hot water loss just in the last month. Ending result, the problem is not fixed and I'm told to get a new shower head. He calls his boss and I overheard him say he's been at my house for 35 minutes and his boss, [redacted], says charge her for an hour. Total bill $180.00 for nothing. I understand the $80.00 service fee however they charge $50/30 min.

If the plumber didn't have to call his boss to give updates and waste time over 5 minutes then I would not be so upset. The plumber went to his truck to draw up my bill and when he came in that is when I had him call his boss. By the time [redacted] called back to tell me I didn't stand a chance of a smaller bill it was 41 minutes. I told him this is absurd that I'm out almost $200 for nothing. I asked him to cut me a break and at least charge me for $50 for a half an hour. He wouldn't. I told him we won't be calling back and he said,"Ok, I'll make a note of that." I feel scammed and would appreciate a refund of at least $50.Desired Settlement: I feel scammed and would appreciate a refund of at least $50

Business

Response:

On October 21, 2014, I received a letter from the Revdex.com and a complaint from a customer

in which Mr. Waterheater performed service on October 13, 2014. Below is my response

to customers’ complaint.

Customer, [redacted], called and scheduled a service call for Monday, October 13,

2014 because they were running out of hot water. [redacted], from my office, checked his

records and advised him that the tank, a 50 gallon, electric hot water tank was installed by

Mr. Waterheater on January 18, 2013. Since the labor warranty is only for one year, she

informed Mr. [redacted] that the tank and parts were under warranty but his labor warranty

had expired. She also advised him that our labor costs for a service call are $80.00 for the

service call and $50.00 each 1 2 hour. She even went a step further by telling him that it

would cost $130.00 just to walk into the house. We make it a point to inform our

customers in detail of our service call rates or tank installation rates before we schedule a

trip to their home so they will have an idea of the cost they may be incurring. [redacted] told

him that I would call in the morning to advise when they would arrive.

I called customers’ home to tell them our technician was on the way but did not receive

an answer. [redacted] even confirmed in her complaint that she deliberately did not

answer the call because she was going to try to get another plumber and then

Mr. Waterheater was at her door and she did not give the okay for them to be there. If she

did not want our services, why did she not call and cancel the service call or answer my

call and tell me she did not want our services at that time? Further, if she did not want the

services, why did she let my technician into the house? For her to say that she felt like

she was dealing with a car salesman is ridiculous. Our technician had to trouble shoot to

try to find out why they were having the problem of running out of hot water. He checked

the tank, which is still under warranty, to determine if the tank was the problem but

discovered that there was nothing wrong with the tank. Because there is nothing wrong

with the tank, nothing can be covered under warranty to the manufacturer. Furthermore,

the customers are responsible for the labor cost, which costs were discussed in detail with

Mr. [redacted] when he called and scheduled our service. Additionally, Mrs. [redacted]’s

remarks in her complaint about trying to find a good and honest plumber are not only

insulting, but are inflammatory in that she is implying we engage in dishonest activities.

No company can immediately identify a problem until some research is done. We work

hard to obtain customer satisfaction but we cannot please a customer who admitted that

she chose to ignore a call that was set by her husband to service their hot water tank.

They were completely informed in advance about the cost which they might be incurring.

Our technician was calling [redacted] back to advise him that the problem was not with the

tank and also because the customer did not want to pay the additional ~/2 hour labor

charge. The technician does not have the authority to cancel a charge without conferring

with the owner of the company.

Mrs. [redacted] was upset and aggravated because of the additional $50.00 labor charge and

when my technician put me on the phone, she told me that she would not be using our

services again. I told her I would make note of her decision. If Mrs. [redacted] was so intent

on finding a “good and honest” plumber, then why hasn’t she done so and why is she still

having the problem?

Further, when Mr. [redacted], who scheduled the service call, called the office the thy after

we performed our service and asked to speak with me, [redacted] advised him that I was on

a job and would call that evening. I did, in fact, call that evening but did not receive an

answer so I left a voice message for him. The next day, he called again and said he

missed my phone call. Again, Wimiie told him I was on ajob but would give me another

message. [redacted] also asked if she could help him but he said he wanted to speak with

me. Later that day, I called him again, left another message but did not hear back from

him. I only had one phone number for him which I believe was the home phone number

and he did not call again. He did not leave me a day time phone number to contact him

and I am often out in the evenings on jobs. I cannot be responsible for customers who do

not answer phone calls or leave alternate phone numbers. I made a good faith effort to

contact Mr. [redacted].

Because the customers are unhappy with the answer we gave them regarding the problem

they were experiencing and because they did not get an answer that would solve their

problem without them making some suggested changes, they don’t want to pay the

additional $50.00 labor charge that was quoted to them before we even went to their

home. We went there to service the hot water tank that we installed but the tank is not the

problem.

It is always our goal to provide the best service that we can to our customers. I am sorry

that these customers feel we have been remiss in doing so but they were advised of

everything before the service call was even scheduled. I am also sorry that the wife feels

“scammed”, but a refund is not warranted considering the fact that she is the one who

refused to answer the phone when I called, did not cancel the service call and did not

refuse admittance of my technician to her home. Additionally, attached is a copy of our

invoice, signed by Mrs. [redacted], stating what the technician found at the time of the

service call on October 13, 2014. Because payment was made by credit card, please note

that for the protection of the customers, I deleted the credit card information from the

invoice. You may also redact any other information from the invoice that you feel is

necessary.

To file this complaint with the Revdex.com is unfair to me and my business and puts a smear on

our record. I made several attempts to contact Mr. [redacted] to resolve whatever issues he

had but was unsuccessful in reaching him by phone.

Consumer

Response:

Yes, I am aware of your $80 service fee. Yes, I am aware of the $50 per half hour charge. Yes, I am aware of letting your plumber in my home was a mistake. Yes, you made attempts to reach my husband which he made attempts to reach you to. Yes, my other mistake was signing the invoice. The plumber's two tests took minutes. After those tests were done his work here was finished. I see that in your rebuttal you avoided the basis of my complaint which was the time factor and the wasting of time to get barely into the second half an hour. That is unethical. The only suggested change was to change the shower head and I had made a repeated statement that we had the shower head for two years even before we got the tank. There were no problems until just recently. I should've said to you that the plumber doesn't leave my home until the problem is investigated more and I use up the full hour rather than 5 minutes into the the second half hour. I had a plumber from another company come here and give me a real solution to the problem. I have a strong suspicion I'm not the only person who feels this way.