Pesce's Safe & Locksmith Service

In order to identify the proper parts needed and be as efficient as possible for our client our qualified technician did in fact reach out to TOTO technical support to trouble shoot the problem which is Santhoff Plumbing protocolOnce TOTO tech support provided their feedback as to which parts
needed to be order our office staff contacted several suppliers to track down the necessary parts and after speaking with the client we ordered with expedited freightAn unforeseen obstacle was how large the replacement Junction valve was and to install properly we would have to pull the toilet and potentially re-rough the water supply extending from the wall due to proximity to the base of our client's toiletBecause the scope of the work had changed our technician stopped and explained to the client "worse case" scenario which should have been around $additionalIt is true that the parts are less that $however, we did have to pay additional expediting fees and send a truck to the Plumbing supplier on the north side of Houston to retrieve the parts so taking into consideration the cost of material, taxes, expedited shipping, parts runner service, and technicians invested time on the job the amount we had to collect to break even was around $At no point to did I "squirm" or agree that we would ever partake in a "Bait & Switch" as this is NOT the foundation Santhoff was built on 40+ years agoAt the end of the day we are an honest company with honest staff providing a service and if we were anything short of that we wouldn't be in the Service and repair industry. Desired Settlement: At this time we would like to refund your full amount and we would like to pick up the OEM TOTO Parts

Shortly after receiving this complaint I spoke with the client about the situationOur internal protocol is to explain our Service fee and then follow up with the troubleshooting cost of $150/hrThis protocol evidentially wasn't fully executed and provided a perfect scenario for internal training
although the circumstances were not ideal Santhoff Plumbing management have offered to waive the service fee and completed the troubleshooting at no charge