"Customer is upset that we were unable to resolve his issue at first visit, and believes that no charges should be due for initial diagnostic visit if problem persists. We offered a second visit at no charge, and because we could not guarantee that issue could be resolved at that visit because tub will work for a time, then not work for a time, and sporadic problems can be more difficult to resolve, he declined. We always strive to help every customer, and I have told this customer if he changes his mind and we can be of assistance, he can call me back."

"We are very sorry to hear that you were not happy with your repair. We made you an appointment right away, arrived within five minutes of when we said we would be there, and thought we had fixed your leak. We did not hear from you again so had no idea you were unhappy with the service. Please feel free to reach out so we can try and resolve your problem."