EAGLE SERVICE COMPANY

Service Provider Response

We were very disappointed to see that 7 months after we provided services at his home, [Member Name] posted an unfavorable review about our company on Angie’s List. In January of 2014, [Member Name] purchased a whole house plumbing inspection and water heater flush. He fails to mention in his review that he had a hot water delivery problem that he knew about, and he thought that this deal would be a cheap way to address the problem. During the inspection, we found several problems with his plumbing system that needed to be addressed. 1. The water pressure on the home was at an unsafe level. 2. We were not able to totally flush the water heater, due to large amounts of sediment build-up in the water heater. 3. We found a leaking tub/shower valve that needed repair. [Member Name] authorized us to replace the pressure reducing valve serving his home, and to address the defective tub/shower valve. During the dis-assembly of the tub/shower valve, our technician discovered that pieces of the water heater dip tube had broken, and become lodged in the hot water piping. Furthermore, he discovered that this problem was affecting the hot water delivery to several areas of the home. At this point, [Member Name] told us that he knew about this issue, and that we just needed to perform a “simple back-water flush”. We informed [Member Name] that this was not an easy fix, but that we could attempt to remove the pieces of dip tub from his hot water piping system. The defective tub/shower valve was an older model, and the repair parts were not in stock locally. [Member Name] authorized us to order the parts to make the repair at a later date. Before departing, our technician provided [Member Name] with an estimate to remove sections of the hot water piping system, and to use compressed air to attempt to remove the dip tube pieces. After receiving the tub/shower repair parts, we returned to [Member Name] home to replace all working parts in the valve. A month after this second visit to his home,[Member Name] called our office and wanted to discuss the work that was performed at his home. He informed us that we had performed unnecessary work, and that we had not done what he originally called us to do. We reminded him, that he purchased a water heater flush, and a plumbing inspection through Angie’s List. This work was completed to his satisfaction, and he had personally authorized the necessary repair work that was diagnosed during the plumbing inspection. Even though he had authorized ALL work in advance, [Member Name] felt that the repairs that we had performed were not necessary. Since [Member Name] was not satisfied, we refunded him 100% of the money that he paid for the plumbing repairs at his home.

Service Provider Response

The homeowner called our office at 1:00PM on August 24, and reported that her basement was flooded. After 30 minutes of travel time, our technician arrived at her home at 2:00PM. He found that the water had come from the temperature & pressure relief valve at the water heater. He first verified that the home had a properly functioning pressure reducing valve, and then he replaced the temperature & pressure relief valve and the boiler drain on the water heater. Additionally, he performed some necessary re-piping at the water heater. After a 10% Angie's List discount, the invoice total was $322.20. The customer did not let us know at any time, that she was unhappy with the invoice amount for the repair work. Had we been made aware of her unhappiness, we would have made every effort to satisfy her.