West Melbourne Health & Rehabilitation Center

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ***

Perfect Plumbing was contacted by the homeowner's Home Warranty Company to go out to the home, we do schedule in 4hour blocks of time, but do offer to call minutes in advance of our arrivalWe are required to go to the home to assess the plumbing issue and then contact the warranty company and they review the homeowners policy and then tell Perfect Plumbing if the issue is covered under their warranty or notThat is not a decision that Perfect Plumbing makes, it is strictly handled by the warranty company and all depends on the type of policy that the homeowner has purchasedAs far as the "trip fee" that is the deductible determined by the Home Warranty company that is paid by the homeowner and is the exact same thing as a Co-pay to a doctor's officeIt is required by law in Virginia that the deductibles are paid to the service providerThe fee is again not set by Perfect Plumbing but by the homeowners warranty companyWe are the middle man between the warranty company and the homeownerIf something is not covered by the warranty company, Perfect Plumbing does offer to fix the issue at a discounted rate but the homeowner would then be responsible for paying for the repair and this is only an option offered to the homeowner as a courtesy and they have the right to choose not to have it done or have someone else make the repairs

RE: [redacted] [redacted] *** [redacted] *** Dear Ms [redacted] [redacted] , In reference to the complaint made by Mr [redacted] : Total Plumbing, Incwas contacted by home warranty company [redacted] on April 18th, to service [redacted] 's home at [redacted] *** for a leaking garbage disposalThe customer was contacted on April 18th, and an appointment was set for April 181h, 2016, between the hours of Barn - 12pm, with Ben M [redacted] as the Plumbing TechnicianIn researching this complaint, our invoice# [redacted] for AH S's work order# [redacted] was found with the following information: Ben diagnosed the leaking garbage disposal, contacted [redacted] for authorization, and received a denialHis notes state that the garbage disposal was leaking and there was "a crack down [the] side - pre-existing conditionRust & black buicould not have happened in three weeks' timeClaim denied." We do not have access to the contracts between the home warranty company and the customer, so we have no way of pre-determining what is pre-existing prior to the contract periodAs the dispatch originally sent to us stated, Mr [redacted] does have a new contract, with an effective date of March 23'd, Most home warranty companies deny claims within the first days of the contract, and if this is the case, it would explain the denialWe are merely the eyes and ears of the home warranty company and they make the determination as to what is covered and not coveredThe diagnosis, as hasty as it may have been , was our technician's professional opinion, and as he is the only one who has seen it, we have no way of knowing if his diagnosis is actually correctAs Mr [redacted] stated in his complaint, he did not pay the $service fee at the time of serviceThis deductible is required and set by the home warranty company, and we are unable to waive this fee on their behalfBecause it was not collected, Mr [redacted] does not owe Total Plumbing the deductible, but now owes this to [redacted] He can contact [redacted] about waiving this service fee, as the waiving of said fee would be under their discretionFurthermore, the service fee is not a payment for services rendered but rather a co-payment that is collected for the home warranty company, similar to a deductible collected by your doctor's office prior to seeing the doctorThese fees are predetermined by the home warranty company and not related to the services renderedNormally, a home warranty customer is entitled to a second opinion from another technician or company at no further costMr [redacted] may make this request to the home warranty company directly or through us Had we known Mr [redacted] 's concerns before receiving this complaint, we would have offered to send our senior technician out for a second opinion right awayWe are still willing to do so, and would be more than happy to send him , if the customer would likeWe cannot guarantee a different diagnosis, but we can at least see if our senior technician agrees with Ben 's diagnosisWe are truly sorry that Mr [redacted] was unhappy with his service experienceWe will use this as a learning opportunity to further educate our technicians on customers' expectationsThank you for your time and assistance in this matterRespectfully submitted, Philip GA*** President, Total Plumbing, Inc

RE: [redacted] [redacted] *** [redacted] *** Dear Ms [redacted] , 11px;">In reference to the complaint made by Mr [redacted] : Total Plumbing, Incwas contacted by home warranty company [redacted] on /25/to service [redacted] or [redacted] at their address of [redacted] **., [redacted] for both the upstairs and downstairs~ hall toilets not drainingThe customer was contacted on /25/and an appointment was set for 12/30/2015, between the hours of 8am - 12pm, with Scott B [redacted] as their Plumbing TechnicianIn researching this complaint, our Invoice # [redacted] for AHS's work order# [redacted] was found with the following information: Scott serviced both the upstairs and downstairs hall bathroom toilets and found that both toilets were working fine at that time with a good flushThis invoice/work order was signed that the work was satisfactory by Mrs [redacted] on the date of the serviceNo objections were noted by the homi3owner at that time and the service technician, Scott, stated he showed Mrs [redacted] that the toilets were flushing fine at that timeMrs [redacted] gave Scott a check for the AHS deductible of $at the time of serviceMr [redacted] contacted our office staff on 11/30/(and again later on 12/14/2015), and spoke with our Office Manager, [redacted] P [redacted] concerning the payment of the $AHS deductibleMr [redacted] was quite upset that we collected the deductible and did not snake the drain lines of his bathrooms [redacted] tried to calm him and explained that we do not set the deductible of the home warranty company, but merely collect it for them, as required by Virginia LawShe explained that this was similar to a deductible paid at the doctor's office, where you pay your deductible, then see the dl)ctor for their expertise, as Mrs [redacted] had done for our Plumbing Technician's knowledge, then received his diagnosis of the situation as you would with your doctorYou wouldn't refuse to pay your deductible at your doctor's office because you were unhappy that your symptoms weren'tvisible for your doctor at the time of your appointment, and the same is true for your plumberHe asked for a refund of his deductible and was told that we do not set the deductible_ It is dictated to us by his home warranty companyAHS, and we must collect it at the time of serviceShe apologized that he was not hapJy and he ended the conversation stating he would cancel his checkOn 12/14/2015, the second phone call, he was again given the same information, that we do not set the deductible and do not have the authority to waive or refund this amountThis is set by the contract he signed with the home warrant ~ company and is out lined in his contract [redacted] apologized that we couldn't help him morebut that he could contact AHS directly for further help in resolving this issueMr [redacted] then stopped payment on his wife's check# [redacted] for $We have since reported to AHS our findings of the stopped payment ·Jn the checkAHS did not authorize for us to return to the property, since there was nothing wrong at the time of the service, and their policy is "if it ain't broke don't fix if'If they have further problems, they can contact AHS again and a technician will be dispatched as beforeAHS will also be billing Mr [redacted] directly for the $deductible and any bank charges as necessaryAs to the treatment Mr [redacted] states he and his wife re 1)eived by our staff, we can only say that they were spoken to with courtesy and respect, as are all customersUnfortunately, Mr [redacted] was not happy with the result of the diagnosis and therefore, not happy with our companyFor this we apologize and hope he will use us again to find that we value him as a customer and only wish him the bestThank you for your time and assistance in this matterPhilip GA*** President, Total Plumbing, Inc

Revdex.com: I have reviewed the email from the president of total plumbing inc For the record, we did contact his company right away to let them know that we had concerns about the service received The dispatcher for his firm shared our concerns about the hasty dismissal of the claim, but there was no offer to send out a senior technician as the original technician eventually came back and said the claim was denied and that was final Upon going back through the home warranty company, a second opinion was given by a different firm which found the claim to be valid and replaced the garbage disposal promptly and correctly So the issue was eventually resolved but not by Total Plumbing IncThank you, [redacted]

Agreed with the other reviewer in that the only reason this company gets business is via home warranty deal They don't answer phone, don't return calls and they didn't even call me after I initially set up the work order through the warranty companyWhen they finally came out they did not fix problem and were very lazy about diagnosis Had to call the warranty company the other day to put in another workorder and now two days later still no call I refuse to call them this time and if I don't hear from them by CoB I will contact the warranty company again and let them knowThis company is truly awful in every regard I hope the warranty company refers me to a different company in my area

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below[Provide details of why you are not satisfied with this resolution.] The company that eventually snaked out the line had the same type of equipmentThey did not have to take it under the house since the cleanout was just inside the crawlspace openingIt only took them about minutes to accomplish the taskAlso spoke to warranty company and they stated they were unaware of such a policy and they refunded my $I find Perfect Plumbing failed to perform in an ethical mannerHave spoken to several plumbers since, and they were appalled that Perfect Plumbing left the job site with NO resolution to the problemRegards,
*** ***

After speaking with the business she said that this took an extra day because the plumber that was set to do this job was sick the day it was scheduled for, and since he had the correct parts for this job no one else could be sent to do this jobthat is what the secretary tried to tell the customer
but there was some misunderstandingThe charge price is not set by their business but by the home warranty company and it is not something they have the authority to changethis job was rescheduled for the next day and has been completed

Technician did not perform all of the work requestedHe said he was too busy today and that if it was still leaking they could come out again, which means me waiting days for another appointment, and waiting during another four hour window instead of him just doing the requested work the first timeHe was incredibly rude, and talked down to me as if I were a childI really think the only way this company gets any work is because they have a contract with the home warranty companyI contacted the home warranty after the "plumber" leftThey documented everything and said he did not do the work he can contracted to do, and that the company would call me to set up an appointment to have a different technician come outOver two hours later, and the company has not called me

I called the number of a plumber who had done excellent work for me in the past, then someone came to my house and gave me an estimate. I thought the estimate was really high, but I trusted the company and agreed to the work; the plumber would have to schedule the job. As he was leaving, I noticed his van had “Total Plumbing” on it and he said they’d bought the other company. I began researching and discovered Total Plumbing had really poor ratings. I called Total Plumbing and said I needed to put the project on hold. I priced the materials he listed and discovered they were relatively inexpensive. I had another plumber look at the job and he did it for one-third the price, had the parts on his van and finished in 30 minutes. I called Total Plumbing to cancel the job and I agreed to pay their estimate fee, but the woman who answered the phone didn’t know how much it would be. Today I received a bill for $125.

RE: [redacted] Dear Ms [redacted]...

[redacted], In reference to the complaint made by Mr. [redacted]: Total Plumbing, Inc. was contacted by home warranty company [redacted] on April 18th, 2016 to service [redacted]'s home at [redacted] for a leaking garbage disposal. The customer was contacted on April 18th, 2016 and an appointment was set for April 181h, 2016, between the hours of Barn - 12pm, with Ben M[redacted] as the Plumbing Technician. In researching this complaint, our invoice# [redacted] for AH S's work order# [redacted] was found with the following information: Ben diagnosed the leaking garbage disposal, contacted [redacted] for authorization, and received a denial. His notes state that the garbage disposal was leaking and there was "a crack down [the] side - pre-existing condition. Rust & black build-up could not have happened in three weeks' time. Claim denied." We do not have access to the contracts between the home warranty company and the customer, so we have no way of pre-determining what is pre-existing prior to the contract period. As the dispatch originally sent to us stated, Mr. [redacted] does have a new contract, with an effective date of March 23'd, 2016. Most home warranty companies deny claims within the first 30 days of the contract, and if this is the case, it would explain the denial. We are merely the eyes and ears of the home warranty company and they make the determination as to what is covered and not covered. The diagnosis, as hasty as it may have been , was our technician's professional opinion, and as he is the only one who has seen it, we have no way of knowing if his diagnosis is actually correct. As Mr. [redacted] stated in his complaint, he did not pay the $100.00 service fee at the time of service. This deductible is required and set by the home warranty company, and we are unable to waive this fee on their behalf. Because it was not collected, Mr. [redacted] does not owe Total Plumbing the deductible, but now owes this to [redacted]. He can contact [redacted] about waiving this service fee, as the waiving of said fee would be under their discretion. Furthermore, the service fee is not a payment for services rendered but rather a co-payment that is collected for the home warranty company, similar to a deductible collected by your doctor's office prior to seeing the doctor. These fees are predetermined by the home warranty company and not related to the services rendered. Normally, a home warranty customer is entitled to a second opinion from another technician or company at no further cost. Mr. [redacted] may make this request to the home warranty company directly or through us . Had we known Mr. [redacted]'s concerns before receiving this complaint, we would have offered to send our senior technician out for a second opinion right away. We are still willing to do so, and would be more than happy to send him , if the customer would like. We cannot guarantee a different diagnosis, but we can at least see if our senior technician agrees with Ben 's diagnosis. We are truly sorry that Mr. [redacted] was unhappy with his service experience. We will use this as a learning opportunity to further educate our technicians on customers' expectations. Thank you for your time and assistance in this matter. Respectfully submitted, Philip G. A[redacted] President, Total Plumbing, Inc.

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Total Plumbing, Inc regarding complaint ID...

[redacted]
Regards,
[redacted]

Spoke with [redacted] from the business. He states that it is the policy of the home warranty company that the business cannot snake the line inside the home and it needed to be done with a ground level clean out. The...

machines that they use did not fit in the space under the customer’s home. The $75 fee is a trip charge/ dialogistic fee that is done on a state regulation. Within the policy of the home warranty this service cannot be performed, the customer may have to go to a company that is not through the home warranty company.

Agreed with the other reviewer in that the only reason this company gets business is via home warranty deal. They don't answer phone, don't return calls and they didn't even call me after I initially set up the work order through the warranty company.
When they finally came out they did not fix problem and were very lazy about diagnosis. Had to call the warranty company the other day to put in another workorder and now two days later still no call. I refuse to call them this time and if I don't hear from them by CoB I will contact the warranty company again and let them know.
This company is truly awful in every regard. I hope the warranty company refers me to a different company in my area.

Perfect Plumbing was contacted by the homeowner's Home Warranty Company to go out to the home, we do schedule in 4hour blocks of time, but do offer to call 30 minutes in advance of our arrival. We are required to go to the home to assess the plumbing issue and then contact the warranty company and...

they review the homeowners policy and then tell Perfect Plumbing if the issue is covered under their warranty or not. That is not a decision that Perfect Plumbing makes, it is strictly handled by the warranty company and all depends on the type of policy that the homeowner has purchased. As far as the "trip fee" that is the deductible determined by the Home Warranty company that is paid by the homeowner and is the exact same thing as a Co-pay to a doctor's office. It is required by law in Virginia that the deductibles are paid to the service provider. The fee is again not set by Perfect Plumbing but by the homeowners warranty company. We are the middle man between the warranty company and the homeowner. If something is not covered by the warranty company, Perfect Plumbing does offer to fix the issue at a discounted rate but the homeowner would then be responsible for paying for the repair and this is only an option offered to the homeowner as a courtesy and they have the right to choose not to have it done or have someone else make the repairs.

Revdex.com:
I have reviewed the email from the president of total plumbing inc.  For the record, we did contact his company right away to let them know that we had concerns about the service received.  The dispatcher for his firm shared our concerns about the hasty dismissal of the claim, but there was no offer to send out a senior technician as the original technician eventually came back and said the claim was denied and that was final.  Upon going back through the home warranty company, a second opinion was given by a different firm which found the claim to be valid and replaced the garbage disposal promptly and correctly.  So the issue was eventually resolved but not by Total Plumbing Inc.
Thank you,
[redacted]

They should not be in the Business. Useless team.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

RE: [redacted] [redacted] [redacted] 
[redacted] Dear Ms [redacted],  11px;">In reference to the complaint made by Mr. [redacted]: Total Plumbing, Inc. was contacted by home warranty company [redacted] on 11 /25/2015 to service [redacted] or [redacted] at their address of [redacted]., [redacted] for both the upstairs and downstairs~ hall toilets not draining. The customer was contacted on 11 /25/2015 and an appointment was set for 12/30/2015, between the hours of 8am - 12pm, with Scott B[redacted] as their Plumbing Technician. In researching this complaint, our Invoice #[redacted] for AHS's work order#[redacted] was found with the following information: Scott serviced both the upstairs and downstairs hall bathroom toilets and found that both toilets were working fine at that time with a good flush. This invoice/work order was signed that the work was satisfactory by Mrs. [redacted] on the date of the service. No objections were noted by the homi3owner at that time and the service technician, Scott, stated he showed Mrs. [redacted] that the toilets were flushing fine at that time. Mrs. [redacted] gave Scott a check for the AHS deductible of $75.00 at the time of service. Mr. [redacted] contacted our office staff on 11/30/2015 (and again later on 12/14/2015), and spoke with our Office Manager, [redacted] concerning the payment of the $75.00 AHS deductible. Mr. [redacted] was quite upset that we collected the deductible and did not snake the drain lines of his bathrooms. [redacted] tried to calm him and explained that we do not set the deductible of the home warranty company, but merely collect it for them, as required by Virginia Law. She explained that this was similar to a deductible paid at the doctor's office, where you pay your deductible, then see the dl)ctor for their expertise, as Mrs. [redacted] had done for our Plumbing Technician's knowledge, then received his diagnosis of the situation as you would with your doctor. You wouldn't refuse to pay your deductible at your doctor's office because you were unhappy that your symptoms weren'tvisible for your doctor at the time of your appointment, and the same is true for your plumber. He asked for a refund of his deductible and was told that we do not set the deductible_ It is dictated to us by his home warranty company. AHS, and we must collect it at the time of service. She apologized that he was not hapJy and he ended the conversation stating he would cancel his check. On 12/14/2015, the second phone call, he was again given the same information, that we do not set the deductible and do not have the authority to waive or refund this amount. This is set by the contract he signed with the home warrant ~ company and is out lined in his contract. [redacted] apologized that we couldn't help him more. but that he could contact AHS directly for further help in resolving this issue. Mr. [redacted] then stopped payment on his wife's check# [redacted] for $75.00. We have since reported to AHS our findings of the stopped payment ·Jn the check. AHS did not authorize for us to return to the property, since there was nothing wrong at the time of the service, and their policy is "if it ain't broke ... don't fix if'. If they have further problems, they can contact AHS again and a technician will be dispatched as before. AHS will also be billing Mr. [redacted] directly for the $75 deductible and any bank charges as necessary. As to the treatment Mr. [redacted] states he and his wife re 1)eived by our staff, we can only say that they were spoken to with courtesy and respect, as are all customers. Unfortunately, Mr. [redacted] was not happy with the result of the diagnosis and therefore, not happy with our company. For this we apologize and hope he will use us again to find that we value him as a customer and only wish him the best. Thank you for your time and assistance in this matter. Philip G. A[redacted] President, Total Plumbing, Inc.